Premier Dealer Services Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received an email from you on January 2016, regarding a complaint filed against Premier Dealer Services.  I responded to the email incorrectly, thinking you were asking me to confirm the details in the complaint.  Please accept my apologies for this error.Please know that this problem has not been resolved by Premier Dealer Services.  They have not refunded the fees of $1800.00 to me as of this date. Please reopen this complaint and help me as much as possible to get my refund.I can be reached at phone at [redacted] or via email at [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Dear Ms....

[redacted], I provided PDS the tire rotation and oil change records listed below for their review on my previous correspondences with them.Tire Rotation Records7/9/2011 7513 miles, 5/21/2012 30934 miles, 7/21/2012 37292 miles, 1/12/2013 50561 miles, 4/13/2013 56531 miles, 6/22/13 62349 miles, 8/17/2013 67192 miles, 10/14/2013 74080 miles, 1/11/2014 83090 miles, 3/1/2014 87239 miles, 4/26/2014 92815 miles, 6/14/2014 97122 miles, 9/23/2014 102457 miles, 11/15/2014 108007 miles, 1/18/2015 111766 miles, 3/7/2015 118444 miles, 5/22/2015 123426 miles, 7/16/2015 128123 miles, 9/12/2015 133103 miles, 11/24/2015 139241 miles, 7/9/2016 158144 miles, 10/5/2016 166256 miles, 12/17/2016 173098 miles and 2/23/2017 178057 miles.Oil Change7/21/2012 37292 miles, 6/22/2013 62349 miles, 8/13/2013 67051 miles, 10/14/2013 74080 miles, 12/16/2013 78561, 1/11/2014 83090 miles, 3/1/2014 87239 miles, 4/26/2014 92815 miles, 6/14/2014 97122 miles, 9/23/2014 102457 miles, 2/17/2015 114868 miles, 3/7/15 118444 miles and 5/22/2015 123426 miles.As far as the spark plug was concerned, it was replaced by Hyundai on 1/31/2013 at 51812 miles and I sent the repair order for that to them on 3/22/2014, which is earlier than the recommended replacement time indicated. It was also replaced on 5/9/2015 at 121285 miles.As far as the air filter and coolant maintenance I was informed by [redacted], [redacted] and [redacted] from the claims department that I just need to provide receipts for parts in order for personal log to be accepted. They all stated that since the both air filters were replaced with K and N filters that is acceptable.  Therefore, I believed that I have provided the business with all the documents they need to authorize my repair. 
Regards,
[redacted]

We have reviewed the rebuttal correspondence dated August 22, 2017, however it did not contain any new
information that would help resolve the claim in question. As such, our position remains as previously
stated in our letter dated August 23, 2017, attached for your review. However, Ms. [redacted]’s rebuttal
mentioned that she has had an O2 sensors replaced on her vehicle; we have no record of this claim being
called in to us. Please have Ms. [redacted] fax the repair order(s) to our claims manager [redacted]. at [redacted] and he will review the repair order(s) for possible reimbursement.
As an aside, Ms. [redacted] references 40 complaints made against Premier on the Revdex.com website. While that
may sound extreme, please keep in mind that during that same period we have processed over 354,423
Vehicle Service Contract claims, as such 99.98871% of the Vehicle Service Contract claims we have
adjudicated are concluded satisfactorily with no complaints to the Revdex.com.
Again, we thank you for the opportunity to respond to this matter.
Sincerely[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Premier Dealer Services states "There was no way to verify any ticking noise at this time from engine during operation or proper oil pressure readings due to engine teardown." However, Premier Dealer Services asked for the tear down of the engine! If the engine would not have been torn down the inspector would have easily heard the tapping noise and may have been able to see oil pressure readings. I don't understand how they can ask for the engine to be torn down then claim they cannot verify the problem because of said tear down. Premier Dealer Services also states that "the failure of any covered part to perform the function for which it was intended to perform" is considered a break down. Well, a loud tapping noise caused by a faulty lifter is a failure of a covered part to perform the function for which it was intended to perform. Normal valve lifters DO NOT make loud tapping sounds while the engine is running! Running the engine with a bad lifter can cause MAJOR damage to the engine and it causes a reduction in the overall operating performance of the lifters and engine. I ask the Revdex.com to reevaluate this companies A rating. Their failure to resolve my complaint along with the 38 other complaints that have been filed in the last 3 years against this company is a strong indication that this company is not fulfilling there obligations to their customers. The bottom line is that this was a serious issue that Premier Dealer Services covers yet they refuse to pay. I paid 1600 dollars for a warranty that will not cover covered parts! At this time I will follow up with a local media outlet that is interested in doing a story about this issue.  I also will be contacting the finance director at the dealership that sold me the truck,as well as, the state attorney general and inform them of the issue I am having with this warranty company. If any potential customer is reading this review I advise them not to do business with this company. I have spent 4 months trying to get my issue resolved with them and it has cost me a lot of time and much frustration! 
Regards,
[redacted]

We are in receipt of your letter dated February 18, 2015 regarding the complainant’s response to our position. Please be advised that Premier relies on the expert objective opinion of the independent inspector as to the cause of failure. In this case there was no diagnostic trouble codes or misfire codes from Mr. [redacted]’s vehicle, which would have been present had the parts failed. When a lifter fails it will no longer open and close the valve like it is supposed to which will cause and engine misfire and set a trouble code. In this case, the only complaint is “noise”, Mr. [redacted]’s contract does not cover components for making noise, which is subjective condition that alone does not mean a part has failed to perform the function for which it was designed. Again, the inspection found no failed parts that met the definition of a breakdown under his contract. As such we remain unable to approve the claim.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.Sincerely,[redacted]Legal DepartmentConsumer Relations

October 21, 2014
Revdex.com of San Diego
Ann: [redacted]
4747 Viewridge Ave, Suite 200
San Diego, CA 92 I 23
Re: Customer Name: [redacted]
Dear Ms. [redacted],
We are in receipt of your letter dated October 2, 2014, received...

in our office on October 14, 2014
regarding a claim made under Mr. [redacted]'s Premier Essential Vehicle Service Contract
(hereinafter "VSC"). As a member of Premier Dealer Services, Inc.'s ("Premier") legal
department, I am responding to your request for clarification as to the concerns expressed by Mr.
[redacted]. As?remier is the obligor and the administrator of the Service Contract, Premier answers
all inquiries concerning contract terms and claim decisions. We have reviewed the claim in
question and have found that is was properly adjudicated.
Our claim records indicate that the repair facility, [redacted] VW, contacted our office on
September 29, 2014 to report that Mr. [redacted]'s had the following concerns of"passenger window
moves slow, driver door window inoperable, there is a clunk feeling in front of vehicle and the
drive door Jock switch is inoperable and/or intermittent".
Due to the nature of their findings an independent, third party mechanical inspector was then sent
in to determine and document the cause of failure. Independent inspection reports are used to
evaluate the claim, however, the inspector does not make a decision as to whether coverage
applies or does not apply. Their reports reflect only their "expert opinion" as to the cause and
extent of damage. The inspector's findings on September 30, 2014 were reported as follows:
Failed Components/Extent of Damage:
1. Tech stated he had not verified any concern with driver door window other
than a noise when operated Tech removed door trim to inspect, found 1
window regulator bolt had loosened up. Tech tightened bolt, no other
concern.
2. There was no actual concern noted with passenger power window operation.
Tech stated at times the cable guide roller can bind and cause noise and slow
operation, not present during inspection.
3. Inspection verified driver door power door lock switch erratic operation.
Activating switch at times requires harder than normal pressure and
lightly wiggling rocker to activate. Switch rocker aiso had a feeling of an
internal failure, weak spring tension. No physical damage.
4. Verified both .from strut upper mounts are collapsed. excess play noted at top
of mounts. Also verified front strut upper bearings rough/raspy feeling when
steering turned side to side. Roughness felt thru coil springs. No physical
damage noted.
Cause of Failure:
Internal failure of driver door power lock switch. Material failure of front
strut mounts and bearings.
Please note the following Definition of Mr. [redacted]'s VSC under Section One, "Definitions·· (copy
enclosed):
Breakdown - The failure of any Covered Part to perform the function for which it was intended
to perform, within manufacturer specifications, due to a mechanical or electrical defect. A
Breakdown shall be considered to have occurred only when a Covered Part has been subject to
normal usage. Gradual reduction in operating performance due to the nalural and inherent wear
characteristics o[automotive parts will not be considered a Breakdown. However, reduction in
operating performance of an automotive part which exceeds the published tolerances allowed by
tile manufacturer may be considered a Breakdown hereunder.
Since the inspector was unable to duplicate all of Mr. [redacted]'s concerns and the passenger window
moving slowing is only a gradual reduction in performance and not a breakdown, we were only able to
authorize repair for the door lock switch and the upper strut mounts and bearings, which Mr. [redacted]
declined repair of.
By stating our coverage position, Premier Dealer Services in no way intends to waive or be estopped in
regard to any other basis that may or may not be presently apparent. If you obtain any information,
whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it
to us immediately for our review and consideration.
We thank you for the opportunity to clarify our position in this matter.
[redacted]
Legal Department
Consumer Relations

Gap Coverage Administrator PO Box 23879 San Diego, CA 92193-3897 May 16, 2017Revdex.com of San Diego Attn: [redacted] 4747 Viewridge Ave #200 San Diego, CA 92123-1688Re: Compliant Name: [redacted]Consumer Name: [redacted] and [redacted] GAP Reference: [redacted] Vehicle: 2011 [redacted] F-150 1FTFW1CF9BFA55691Dear Ms. [redacted],We are in receipt of Mrs. [redacted]’s response to our letter dated May 15, 2017. Although Mrs. [redacted] is asking for a dealer representative at [redacted] to waive the outstanding balance of the loan that [redacted] and [redacted] have on the 2011 [redacted] F-150, the dealer assigned the finance agreement to the lender, which in this case is [redacted] Motor Credit, and Mr. and Mrs. [redacted] will need to work directly with [redacted] Motor Credit regarding the balance that remains outstanding.Should you have further questions please feel free to contact me at any time.Sincerely,[redacted] Legal Department Consumer Relations

April 24, 2018Revdex.com of San DiegoAttn: Robert [redacted]4747 Viewridge Ave #200San Diego, CA 92123-1688Re: Consumer Name: [redacted]Contract Number: [redacted]Claim Number: [redacted]Your Compliant ID: [redacted]Dear Mr. [redacted],We are in receipt of Mr. [redacted]’s complaint dated April 23, 2018, regarding a...

claim made under hisPremier Essential Service Contract (hereinafter “Service Contract”). As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I have been asked to respond to Mr. [redacted]’s complaint.As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiriesconcerning contract terms and claim decisions.Our file indicates that there has been ongoing communications between our claims staff and Mr.[redacted] in regards to obtaining the complete paperwork necessary to process the rental reimbursementrequest, which we did receive on February 26, 2018. We do show that Mr. [redacted]’s reimbursementcheck is in process for $225.00 and he should be receiving his reimbursement within the next 10 businessdays.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The premier response is completely absurd. Yes, the slide motor and cables was torn loose from the slide out wall due to the malfunctioning of the slide movement. The slide was teetering on falling out of the trailer unto the ground. The slide had to be readjusted and the motor and cables reattached to frame. The trailer could not even be moved without the work being done by a mobile service which was approved by Premier. I believe no matter what warranty repair is submitted to Premier they will make an excuse for not covering the repair.
Regards,
[redacted]

We are in receipt of your letter dated February 23, 2015 received in our office February 25, 2015 regarding Mr. [redacted]’s Vehicle Service Contract Refund Agreement. As Premier Dealer Services, Inc. (hereinafter “Premier”) is the obligor and the administrator of the Premier Select Service Contract...

Refund/Buy Back (hereinafter “VSC Refund”), Premier answers all inquiries concerning claims.In order to determine what coverage may or may not apply to Mr. [redacted], we still need him to send to our claim staff the following documents, as outlined in his VSC Refund agreement (Copy Enclosed):To request a refund, you must contact the Administrator at 800-886-8176 to open a claim file. The following information must be received by the Administrator within 90 days of the VSC Expiration Date or within 3000 miles of the VSC Expiration Odometer Reading.1. Customer name, address, telephone number.2. Current vehicle registration.3. Current federal odometer statement made and signed by the dealer or other licensed franchise new car dealer authorized by the dealer and certified by a local or state aw enforcement officer or DMV office.4. A complete copy of the underlying VSC.5. A complete copy of this VSC Refund Agreement.6. A copy of the loan contract confirming the purchase of the underlying VSC at the time of the sale of the vehicle.7. In the event that the Administrator cannot verify non-use of benefits under your VSC, you must provide a letter from the VSC provider on its official stationery affirming that, as of the VSC Expiration Date or VSC Expiration Odometer Reading, no claim had been made under the VSC.8. If the road service provider is not the same entity as the VSC provider, you must provide the Administrator with the name, address and telephone number of the road service provider.Please fax all the required documents to the claim manager at 866-766-6981 and once all the requested documents have been received and reviewed we will be able to determine if Mr. McDermortt’s claim is eligible for a refund.By stating our coverage position, we in no way intend to waive or be estopped in regard to any other basis which may or may not be presently apparent.Sincerely,[redacted]Legal Department/Consumer Relations

Dear Mr. [redacted], As a member of the Claims Department, I have been asked to respond to your request forclarification as to the basis of our claim decision. We are the administrator of the PremierEssential service contract, which was sold to you by DCH Academy Honda. As the administratorwe...

are responsible for the adjudication of claims based upon the express terms, conditions,limitations, and exclusions that it contains.The claim for repairs was called into our claims department on December 20, 2017. At that timeour claims staff was informed by the repair facility, Paramus Auto Mall, “that the vehicle wasburning oil and had a noise in the engine and the left door lock will not open.” Their diagnosiswas that the left front door latch had failed and they needed to start an oil consumption test. Therepair facility called back on December 27, 2017 stating they did a tear down on the engine andfound cylinder wall damage to the number one and seven cylinders. The claims staff requestedthe customer’s maintenance records and estimate for repairs. The claim staff informed the repairfacility that in order to properly determine if coverage would apply they would dispatch anindependent mechanical inspector to verify the cause and extent of the suspected damage/failure.The claims department then sent an independent inspector to verify the repair facility’s reportedfailure. The inspector found and reported the following:“Engine has wear and scoring to # 1 and #7 cylinder walls, #1 piston skirt is scored andworn, crank journal and bearing look good. oil pan is clean and no signs of sludge. Noexternal leaks. There is carbon buildup on piston tops and on sides. Rings are removedfrom pistons and are not broken. No warpage to cylinder heads, carbon buildup incombustion chambers. Tech states there was P0301 cod prior to teardown. Unable tocheck door latch due to tear down.”[redacted]There was no indication of a failed component, only carbon build up and scored cylinders wallswere shown. The claims department then sent a second inspector to verify the cause and extentof the suspected failure. The inspector found and reported the following:“The service technician demonstrated to the inspector inside the service bays a torn downengine assembly from a 2009 Chevrolet Corvette with a reported oil consumption failure.The inspector was demonstrated at the #8 Cylinder diagonal ashing on the spark plugelectrode that is consistent with the reported failure. The inspector also observed at eachof the individual spark plugs, an observed and present lean burn condition. The inspectoralso noted that the lean burn condition observed was also present at each of the backsidesof the exhaust valve assemblies. The inspector was then demonstrated various degrees ofcylinder wall waviness and associated vertical scratching that is consistent with excessiveinternal cylinder temperatures related to the lean burn condition. The inspector thenverified at the #1 piston carbon locking at each of the cylinder rings and associated ringgrooves. The inspector was able to verify a documented DTC P0300-(Random misfires)and a P0420-(Catalyst efficiency below threshold B1). The inspector then observed at theremoved B1 Catalyst various degrees of metallic particles that is consistent with internalcatalyst break-up and failure. There were no observed signs of any abuse, long term leaks,mods, wheel slip or commercial use.”Is the Failure/Damage caused by an overheat/continued operation or failure to protect? YesContinued operation with an active CEL and P0420.Cause of Failure“Material failure time/miles of the Catalyst Assembly causing sub-damages to the engineassembly related to excessive internal cylinder temperatures.(Lean-Burncondition/detonation).”Please refer to Section 3 -Contract General Provisions; 3D Exclusions, Numbers 7, 31 & 127. Damage, failure or Breakdown of a Covered part caused by the failure of a non-covered part.31. Service adjustments/cleaning, a contaminated fuel system, air conditioning recharge,batteries, battery cables, nuts, bolts and fasteners, belts, brakes (drums, shoes, linings, disc rotorsand pads), exhaust system (including catalytic converter), filters, lights (bulbs, sealed beam andlenses), headlamps and projection lamp assemblies, fuses, fuse blocks, manual clutch, pressureplate, throw out bearings, clutch master or slave cylinder, manual transmission clutch disc andlining, strut cartridge inserts, shock absorbers, spark plugs and wires, glow plugs, squeaks, rattlesor other noises where there is no covered Breakdown, tires, wheels, tune-ups, wheel balancingand alignment (unless required in conjunction with a covered repair), wheel studs, wiper arms,wiper blades, shop supplies, environmental waste charges, hazardous waste fees, frictionmaterials, glass, hoses (except high pressure steering and air conditioning). Filters, lubricants,coolants and refrigerants will be covered only if replacement is required in connection with aBreakdown.12. Damage, failure or Breakdown caused by Your failure to take or cause to be taken,reasonable precautions to prevent damage when a problem exists (e.g. change in enginetemperature condition, unusual noises, leaking fluids, shaking, unusual shifting, etc.). 9449 Balboa Avenue, Suite 300, San Diego, CA 92123In summary it was determined that the damage to the piston, and cylinder wall was caused by thefailure of a non-covered component. The catalytic converter is an excluded component on thecontract. The service contract does not cover, and in fact excludes any damage as a result of anon-covered part. After a careful review of your claim it is our determination that the claim wasadjudicated properly and in accordance with the terms and conditions of the service contract.Please be advised that by stating Premier’s coverage position, Premier in no way intends towaive or be estopped in regard to any other basis that may or may not be presently apparent. Ifyou obtain any information, whether or not requested herein, which may be pertinent toPremier’s claim evaluation, I ask that you forward it to me immediately for my review andadditional consideration.We thank you in advance for your anticipated understanding in this matter.Sincerely,[redacted]

We are in receipt of you letter dated January 17, 2015, received January 27, 2015 regarding a claim made under Mr. [redacted]’s Premier Performance Vehicle Service Contract (hereinafter “Service Contract”). As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am responding to...

your request for clarification as to the concerns expressed by Mr. [redacted]. As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. We have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility, Haag Ford, contacted our office on November 17, 2014, to report that Mr. [redacted] had the following concerns of “ticking noise from engine at cold startup, gets worse as it warms up.”After teardown of the vehicle, our adjuster spoke with Mike at the repair facility. In order for the repair facility to thoroughly diagnose the cause, extent of damage and costs of repair.In this case the independent inspectors finding were as follows:Inspector stated that the inside of the left and right bank cylinder heads are extremely clean. There was no sign of sludge or buildup of varnish present in heads. Condition of engine internals indicate good maintenance. Inspected all twelve lifters and found no play in any of the rollers or the lifter internals. Found no damage to any of the pushrods, rocker arms, rocker arm mounts or the camshaft lobes. There was no way to verify any ticking noise at this time from engine during operation or proper oil pressure readings due to engine teardown. Found no evidence to indicate any lack of lube conditions.The report stated that there were no failed parts as to the noise, i.e. to the lifters. This is not a failure of a covered component. Please be advised that the service contract itself defines a breakdown as the failure of a covered part:Section One-Definitions; Breakdown. The failure of any Covered Part to perform the function for which it was intended to perform, within manufacturer specifications, due to a mechanical or electrical defect. A Breakdown shall be considered to have occurred only when a Covered Part has been subject to normal usage. Gradual reduction in operating performance due to natural and inherent wear characteristics of automotive parts will not be considered a Breakdown. However, reduction in operating performance of an automotive part which exceeds the published field tolerances allowed by the manufacturer may be considered a Breakdown hereunder.Also please note the following from Mr. [redacted]’s service contract under Section 3, Contract General Provisions, Exclusions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:3. Components or parts, which have not failed or resulted in a verifiable Breakdown, but are replaced based on the manufacturer’s or the repair facility’s recommendation.Since the lifter had not failed per the inspection of the vehicle and the definition of a Breakdown on Mr. [redacted]’s service contract , we were unable to authorize the claims for repair.By stating our coverage position, Premier Dealer Services in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely,[redacted]Legal DepartmentConsumer Relations

We are in receipt of your letter dated October 28, 2014 and received in our office on November 4, 2014. Please be advised that the vehicle service contract refund agreement ("Refund Agreement") is between Mr. [redacted] and Servco Pacific, Inc. or its affiliate (“Servco”). Premier Dealer...

Services, Inc. (“Premier”) administers the Refund Agreement on Servco's behalf. As the administrator, Premier is responsible for the adjudication of refund claims based upon the express terms, conditions, limitations, and exclusions contained in the Refund Agreement. We have reopened and reviewed Mr. [redacted]’s claim and the decision was made to process the claim for payment. The payment to Mr. [redacted]’s was issued November 3, 2014, please note that check was returned by the post office and we have contacted Mr. [redacted] and he gave us an alternate address to mail the check to.
We now find this matter closed and is pertains to Premier Dealer Services, Inc. (hereinafter “Premier’).
Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent to Premier’s claim evaluation, I ask that you forward it to me immediately for my review and additional consideration.
Sincerely,
 
[redacted]
Legal Department
Consumer Relations

Dear Mr. [redacted],We are in receipt of Ms. [redacted]’s complaint dated January 5, 2018, regarding a claim made under herPremier Performance Vehicle Service Contract (hereinafter "Service Contract"). As a member of PremierDealer Services, Inc (“Premier”) legal department, I have been asked to respond to...

Ms. [redacted]’s claimand for clarification as to basis of her claim decision. As Premier is the obligor and the administrator ofthe Service Contract, Premier answers all inquiries concerning contract terms and claim decisions.On December 19, 2017, [redacted] Automall the repair facility called in stating that customer had thefollowing complaint, the check engine light was on. We requested maintenance history from the repairfacility and received that back from them on December 20, 2017.We informed the repair facility the Ms. [redacted] would need to authorize teardown to be able to show causeand extent of damages once that is done and in order to properly diagnose the vehicle we would send outan independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The repair facility called us back on December 26, 2017 that the vehicle had been torn down and wasready to be inspected.The inspectors finding were as follows:Failed Components/Extent of DamageCode P00014 Exhaust camshaft position performance. Timing chain has excessive slack in it.Travel up and down is about one inch. Top end of engine was clean of sludge and has very lightvarnish. No father tear down had been completed.Cause of FailureCondition is consistent with metal fatigue of timing chain.Since the inspector was only able to verify a failure with the timing chain, which the repair facility agreedwith per enclosed inspection sheet, and per verbal verification from the inspector the repair facility nevershowed them any codes for actuators that stuck open. However in the interest of customer satisfaction wewill reimburse Ms. [redacted] $144.96, which is the part cost of the exhaust actuator, as the code set was forExhaust Camshaft Position Performance. Due to the fact that the repair wasn’t verified and repairedwithout prior authorization we will not be able to reimburse Ms. [redacted] for the additional cost.Please see Section 1, Definitions, Subsection K Exclusions of Ms. [redacted]’s Service Contract (copyenclosed):This Service Contract does NOT provide coverage for any of the following:1. Any repair and/or replacement not authorized by Us prior to the commencement of therepair and/or replacement or for loss, damage or expense arising from or incurred inconnection with repairs performed without receipt of prior authorized from Us.3. Components or parts, which have not failed or resulted in a verifiable Breakdown, but arereplaced based on the manufacturer’s or repair facility’s recommendation or replaced dueto manufacturer redesign or update.8. Repair a Covered Part if a Breakdown had not occurred or if the wear on the part has notexceeded the published field tolerance allowed by the manufacture.Ms. [redacted] will receive the reimbursement from us within 7-10 business days and will be mailed to the[redacted]Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently apparent. If you obtain anyinformation, whether or not requested herein, which may be pertinent to Premier’s claim evaluation, I askthat you forward it to me immediately for my review and additional consideration.By stating our coverage position, we in no way intend to waive or be estopped in regard to any other basiswhich may or may not be presently apparent.Sincerely,[redacted]

We are in receipt of Mr. [redacted] additional response dated March 15, 2018. The receipt/repair orderprovided is what we already have on file and although there was no physical damage to the window glassitself, glass is an excluded item under Mr. [redacted] Service Contract, whether is needed to be replaced asan updated part or if it was broken.The signed declatrations [redacted] that Mr. Wilson signed discusses the General Provisions of his ServiceContract, which are in the coverage booklet that he received at time of purchase. I have attached anadditional copy of that coverage booklet, however please see Section 3, Contract General Provisions,Subsection D, Exclusions of Mr. [redacted] Service Contract:This Contract does NOT provide coverage for any of the following:3. Components or parts, which have not failed or resulted in a verifiableBreakdown, but are replaced based on the manufacturer’s or the repairfacility’s recommendation or replaced due to manufacturer redesign orupdate.31. Service adjustments/cleaning, a contaminated fuel system, air conditioningrecharge, batteries, battery cables, nuts, bolts and fasteners, belts, brakes (drums,shoes, linings, disc rotors and pads), exhaust system (including catalyticconverter), filters, lights (bulbs, sealed beam and lenses), headlamps andprojection lamp assemblies, fuses, fuse blocks, manual clutch, pressure plate,throw out bearings, clutch master or slave cylinder, manual transmission clutchdisc and lining, strut cartridge inserts, shock absorbers, spark plugs and wires,glow plugs, squeaks, rattles or other noises where there is no covered breakdown,tires, wheels, tune-ups, wheel balancing and alignment (unless required inconjunction with a covered repair), wheel studs, wiper arms, wiper blades, shopsupplies, environmental waste charges, hazardous waste fees, friction materials,glass, hoses (except high pressure steering and air conditioning). Filters,lubricants, coolants and refrigerants will be covered only if replacement isrequired in connection with a Breakdown.Because the window glass is an excluded item under #31 above we are not able to authorize a claim for itsreplacement. In addition, if the old glass cannot be used and the glass is being replaced for this reason, italso would not be covered in accordance with exclusion #3 above.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently apparent. If you obtain anyinformation, whether or not requested herein, which may be pertinent to Premier’s claim evaluation, I askthat you forward it to me immediately for my review and additional consideration.Sincerely,[redacted]
[redacted]Legal DepartmentConsumer Relations

Please find response to complaint, customers signed contract and coverage booklet attached.Dear Ms. [redacted]:We are in receipt of your letter dated October 6, 2015, regarding a claim made under Ms. [redacted]’sPremier Essential Vehicle Service Contract (hereinafter "Service Contract"). As a member of...

PremierDealer Services, Inc., (“Premier”) legal department, I have been asked to respond to your request for aclarification as to basis of Ms. [redacted]’s claim decision. As Premier is the obligor and the administratorof the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. Wehave carefully reviewed the claim in question and found that it was properly adjudicated.Our records indicate that once a known concern beyond the leaking seal was present (a noise was heardafter the vehicle left the original service center with a leaking seal) the vehicle was driven back to them(the original repair facility) for diagnosis of the noise. Driving the vehicle caused additional andpreventable damage that is not covered by the service contract. The service contract specifically excludesdamage resultant from continued operation of the vehicle with failed components, and for the failure toprotect the vehicle from further damage (see exclusion(s) nine & ten, copy enclosed):D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:9. Damage, failure or Breakdown caused or exacerbated by the continued operation of thevehicle while in a failed or failing condition.10. Damage, failure or Breakdown caused by Your failure to take or cause to be taken,reasonable precaution to prevent further damage when an apparent problem exists (e.g.change in engine temperature condition, unusual noises, leaking fluids, shaking, unusualshifting, etc.).Had the vehicle been protected from further damage after the initial pinion bearing failure the damageswould have been limited to the replacement of only the pinion bearing and pinion bearing race, which waswhat was authorized. The service contract holder is responsible for the preventable damages and theirassociated diagnostic charges, which in this case equated to the all amounts in excess of the amountapproved, i.e., $322.98 (after $100.00 deductible). Please keep in mind that the Service Contract providestowing coverage, which in this case had it been utilized would have prevented the occurrence of thepreventable damage and costs in excess of the approved amount.As an aside, the current repair facility (County Line Auto) indicated on their repair order (attached), thatthey believe the additional damage to be the result of a low fluid condition created by a leaking seal(which such leak was known by the complainant prior to the damage occurring). If that is the case,damage resulting from a lack of lubrication is similarly excluded, see:D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:8. Damage, failure or Breakdown caused by the lack of proper and necessary amounts ofcoolants or lubricants or caused by sludge buildup, contaminant(s), or foreign object(s).Again, after careful review we believe that the claim in question was properly adjudicated in accordancewith the terms and conditions of the Service Contract. Please be advised that by stating Premier’scoverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparent. If you obtain any information, whether or not requested herein,which may be pertinent to Premier’s claim evaluation, I ask that you forward it to me immediately for myreview and additional consideration.Sincerely,[redacted]Legal DepartmentConsumer Relations

Attached please find response, customer Declarations page and Coverage Booklet.Dear Ms. [redacted]We are in receipt of your letter dated October 26, 2015 regarding a claim made under Mr. [redacted]’ PreserveExtended Protection Plan (hereinafter "Protection Plan"). As a member of Premier Dealer Services,...

Inc(“Premier”) legal department, I have been asked to respond to your request for a clarification as to basisof Mr. [redacted]’ claim decision. As Premier is the obligor and the administrator of the Protection Plan,Premier answers all inquiries concerning contract terms and claim decisions. We have reviewed the claimin question and found that it was properly adjudicated.Per [redacted] the repair facility, they stated “the bolts that hold the fan broke off and allowed thefan to come off” they also informed us that “the fan was okay and just needed the bolts replaced.” Mr.[redacted]’ Service Contract excludes the repair or replacement of bolts, please review, Section SixExclusions(copy enclosed):This Contract does not provide coverage for:3. Repair to any part(s) of the Motor Home or Travel Trailer not specifically listed as a “CoveredPart” corresponding to the coverage plan selected on the Schedule.5. The following parts: tires, wheels, carburetor, battery, battery cables, shock absorbers, manualtransmission clutch assembly (friction clutch disc, pressure plate and throw out and pilot bearing),manual and hydraulic linkages, transmission and brake cables, distributor cap and rotor, safetyrestraint systems (including air bags), glass, lenses, headlamps and projection lamp assemblies,sealed beams, light bulbs, fuses, circuit breakers, brake rotors and drums, exhaust pipes, emissioncomponents, windshield wiper arms, weather strips, window seals, door seals, trim, moldings,bright metal, chrome, upholstery and carpet zippers, nuts, bolts, and fasteners, freeze plugs, cupholders, ash trays, dash pad, squeaks, rattles, water leaks, wind noise, seat frames, paint, outsideornamentation, inside and outside door handles, hinges, mirrors, mirror hinges, mirror housings,hubcaps, bumpers, body sheet metal and panels, body parts, frame, brackets and structural bodyparts and/or video game systems; personal computer systems including monitors and printers.Since the bolts are an excluded item in Mr. [redacted]’ Service Contract we were unable to authorize hisclaim.We believe that this claim was adjudicated in accordance with the terms and conditions of coverage basedon the facts as presented by the repair facility.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently apparent. If you obtain anyinformation, whether or not requested herein, which may be pertinent to Premier’s claim evaluation, I askthat you forward it to me immediately for my review and additional consideration.Sincerely,[redacted]Legal DepartmentConsumer Relations

Please find letter and additional items attached.This letter is in response to the information submitted by Ms. [redacted] on October 26, 2015.We have reviewed the repair order Ms. [redacted] provided us and determined the amount that would havebeen coverable under her service contact and the amount reimbursable to her is as follows.Amount coverable under service contract:Engine Repair part and labor total $4,400.03 minus $100.00 deductible = $4,300.03The amount authorized is based on the engine repair vs. engine replacement of a used engine which Ms.[redacted] chose to have completed. In review of the claim file and invoice the engine was repairable. Thedecision to replace the entire engine was her prerogative, but the additional expense associated withthat decision would be the reasonability of Ms. [redacted].Please review Section Two “Mechanical Breakdown Coverage; Subsection A- Covered Components ofMs. [redacted]’s service contract:We will repair, replace, or have repaired or replaced any Covered Part whichexperiences a Breakdown. We will reimburse You for preauthorized expenses incurredfor the repair or replacement of a Covered Part. Such expense(s) are not to exceed themanufacturer’s suggested retail price for a part and the repair facility’s published hourlylabor rate multiplied by the appropriate operation time as published in a national laborrate time guide. Replacement may be made with a part which is of a like kind andquality comparable with the original design specifications and wear tolerances of YourVehicle. Upon the occurrence of the Breakdown of a Covered Part, You must follow theclaim procedure outlined in SUBSECTION E, “CLAIM PROCEDURE”.Although this claim was originally properly adjudicated and denied, we will reimburse Ms. [redacted] the$4,300.03 once we receive the enclosed released notarized and signed by Ms. [redacted].Please provide to us a copy via fax at [redacted] Attn: [redacted] and mail the original to:Premier Dealer Services, Inc.Attn: [redacted]Once we receive the fax, we will mail out Ms. [redacted]’s reimbursement.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently apparent. If you obtain anyinformation, whether or not requested herein, which may be pertinent to our claim evaluation, we askthat you forward it to us for further review and consideration.We thank you for the opportunity to clarify our position.Sincerely,[redacted]Legal DepartmentConsumer Relations

We are in receipt of your letter dated March 27, 2015 and received in our office on April 10,2015, regarding a claim made under Ms. [redacted]'s Lifetime Limited Powertrain Warranty("limited warranty''). Please be advised that Premier Dealer Services, Inc. ("Premier") is theadministrator on behalf of...

the selling dealership (warrantor) and the in order for Ms. [redacted]'slimited warranty to provide coverage, the maintenance terms it requires must be adhered to.In this case the limited warranty requires (copy of Ms. [redacted]'s limited warranty attached):TERMS AND CONDITIONSMAINTENANCE REQUIREMENTS-In order to keep YOUR Lifetime Limited PowertainWarranty valid YOU must follow the maintenance procedures listed below:• YOU are responsible for making sure the oil warning light gauge and the temperaturewarning light gauge are fUnctioning before driving the vehicle.• YOUR vehicle must receive all scheduled maintenance as recommended by themanufacturer's Owner's Manual.• YOU must keep copies of repair orders. Copies must indicate; customer name, repairorder number, repair order date, Vehicle Identification Number, a description of YOURvehicle, repair order mileage, and a complete description of services performed.• WE may require YOU to fUrnish US with proof that the specified services have beenperformed. Failure to show proof that all scheduled maintenance and repairs have beenperformed may void coverage under this Lifetime Limited Powertrain Warranty.Capitol City Nissan is committed to ensuring YOUR vehicle is properly maintained andCapital City Nissan will assist in retaining copies of YOUR maintenance records in order toassure YOUR compliance with maintenance record retention. Should YOU not return toCapital City Nissan for all scheduled maintenance and repairs, it is YOUR responsibility toretain all maintenance-and repair records to assure eligibility of coverage-of this LifetimeLimited Powertrain Warranty.In the review of Ms. [redacted]'s maintenance records submitted it indicates that several of therequired services were not performed. Specifically Ms. [redacted] is required to get her tiresrotated every 7,500 miles, per her 2012 Nissan Vera Owner Manual, she is missing severalrequired tire rotations listed below:• Purchase -7,500 miles• 7,500 miles-12,728 miles• 25,306 miles-44,565 miles• 44,565 miles-85,086 miles• 85,086 miles-95,540 miles• 100,608 miles-132,674 milesShe is also required to get an air filter change and cleaning every 30,000 miles, which Ms.[redacted] has not been able to provide the documentation that those services were everperformed.While we are understanding of the request we must administrate this claim within the writtenterms and conditions of the limited warranty and in a consistent fashion from consumer toconsumer. In that we are unable to deviate from the terms of the limited warranty, we aretherefore unable to honor Ms. [redacted]'s request to waive certain conditions contained therein.If you have additional questions, please advise.Sincerely,[redacted]Legal DepartmentConsumer Relations

See attached response and customers coverage booklet.We are in receipt of your Revdex.com complaint dated August 18, 2016 regarding a claim made under Mr.[redacted]’s Premier Classic Vehicle Service Contract (hereinafter “Service Contract”). As a member of Premier DealerServices, Inc.’s...

(“Premier”) legal department, I am responding to your request for clarification as to the concernsexpressed by Mr. [redacted]. As Premier is the obligor and the administrator of the Service Contract, Premier answers allinquiries concerning contract terms and claim decisions. We have reviewed the claim in question and have found thatit was properly adjudicated.Please review Mr. [redacted]’s service contract under Section 8, Contract General Provisions, 8C Limits of Liability(copy enclosed):The total of all benefits paid or payable under this Contract shall not exceed the Vehicle purchase price. The totalbenefits payable for any single repair, repairs or replacement shall not exceed the actual cash value of the Vehicleimmediately prior to the Breakdown. This determination of the Vehicle’s actual cash value will be made using thetrade-in value for an average condition vehicle as published in the most recent National Automobile DealersAssociation (NADA) guide.Mr. [redacted]’s current NADA average condition trade-in value of his vehicle is $5,500.00 and the repair facility’s repairorder that was submitted was in the amount of $10,285.02. Due to the Limits of Liability the amountapproved/authorized for this repair is $5,500.00. If Mr. [redacted] would like this amount paid toward is repair order, pleasehave Mr. [redacted] contact the repair facility and authorize the required repairs and then the repair facility will submit afinal invoice for our payment of approved amount. Mr. [redacted] may also have his vehicle repaired at a different repairfacility that facility will need to submit a final invoice for payment as well.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparent. If you obtain any information, whether or not requested herein, which may bepertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely,[redacted]Legal DepartmentConsumer Relations