Premier Dealer Services Inc

Revdex.com:
I appreciate the timely response in this instance from Premier Dealer Services and their willingness to honor the warranty contract entered into in good faith. As per their note, "{
}
we will provide reimbursement based on the evaluation of the repair order
illustrating the repairs performed, as would be applicable under the service
contract terms had the claim been originally approved."
Twitter
We have sent a copy of the work order (attached), as well as the attached letter via fax to Premier Dealer Services to the attention of [redacted] and [redacted]. We will consider this complaint resolved and accept PDS's response upon receiving payment for the repairs outlined in the work order, minus the contracted deductible. Thank you, [redacted]

May 15, 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-[redacted]Dear Ms. [redacted]We offer our sincere condolences to Ms....

[redacted] for the loss of her son. In regards to the complaint concerning a benefit request made under [redacted] and [redacted]'s Deficiency Waiver Addendum (hereinafter "Waiver"), which was purchased from [redacted], please be advised that the Waiver is an agreement between [redacted] and [redacted] and [redacted] with [redacted] Motor Credit as successor in interest. We serve only as the administrator and are not a party to that agreement. In addition, there would be no "payment" made under the terms of the Waiver; rather the lender would waive the remaining balance owed by [redacted] and [redacted], conditioned upon the terms of the Waiver having first been met. The Waiver attaches to and forms a part of the finance agreement; it is not an insurance policy and is not a substitute for auto insurance,Waiver: Under this Addendum the Dealer/Assignee agrees to waive a portion of the Customer's indebtedness in the event of a Total loss of the Vehicle as defined herein. Such portion shall equal the Unpaid Net Balance less the Actual Cash Value of the Vehicle both defined herein. Any indebtedness no waived under this Addendum remains the Customer's responsibility.Per the Definitions of the Actual Cash Value (ACV) and Unpaid Net Balance of the Waiver (copyenclosed):Actual Cash Value (ACV): if You selected the "Deductible option, Actual Cash Vale means the retail value of the vehicle as determined by Your primary automobile physical damage carrier or third party insurer, including the value of any salvage retained by You plus applicable sales tax and nay portion of Your insurance company deductible that exceed 51,000, if a deductible is charged. If you did not select the "Deductible” option at the time of execution of the installment Sales Contract/lease, Actual Cash Value means the retail value of the Vehicle determined by Your primary automobile damage carrier or a third party insurer, including the value of any salvage retained by You plus applicable sales tax and Your insurance primary deducible, if a deductible is charged. In the event physical damage coverage is not maintained for the full value of the vehicle, Actual Cash Value mean the retail value of the Vehicle as defined in the National Automobile Dealer Association (N.A.D.A.) Official Used Car Guide plus any applicable sales tax.Unpaid Net Balance mean the amount owed by the Customer to satisfy the outstanding installment Sales Contract/lease balance as of the Date of loss subject to the following exclusions: any proceeds which may be recovered by cancelling any insurance coverages, service contracts and/or warranties, credit life, accident and health insurance or other cancelable items; any late charges, Delinquent Payments, deferred payments uncollected service charges, refundable prepaid taxes and fees, dispositions fees, termination fees, penalty fees, an unearned rental, finance or lease charges. If the installment Sales Contract/lease does not have uniform monthly repayment terms for the full period of the agreement (i.e. balloon contracts, [redacted] Credit Flex Buy, etc.) or if it waives or delays payment of principal and/or rental, finance or lease charges, the Unpaid Net Balance will be calculated by amortizing the installment Sales Contract/ease according to its payment schedule.In this case had all the payments been made in full and in a timely manner per the terms of the Installment Sales Contract/lease, the Unpaid Net Balance - as defined above - would have been $9,320.93. As documentation submitted for this benefit request indicated that Philip [redacted]'s personal auto policy through North Carolina Farm Bureau Mutual Insurance Company expired due to non-payment effective 2/11/17, the vehicle's N.A.D.A. retail value of $21,275 was used in the benefit calculations; as the N.A.D.A. retail value exceed the Unpaid Net Balance, there was no amount to waive under the Waiver. Again, had the insurance been in place, the settlement would have been sufficient to cover the remaining balance and no amount would have been present to waive. In that there was no insurance, the N.A.D.A. Official Used Car Guide was used to determine the value, which in this case was also such that no amount was calculated to bewaived.thank you for the opportunity to clarify our position in this matter, and for your anticipated understanding. Should you have further questions please feel free to contact me at any time.Sincerely,[redacted]Legal Department Consumer Relations

I have received satisfaction. Please close this case. Thank you.

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 PDS legal department or whom it concern, if my initial complaint would have been thoroughly read and understood, you would have seen my complaint stems from miss information that I had received, not information that I received after the fact. I had contacted your company to get the correct information for a claim under MY contract guidelines. In that conversation I was lied to about MY contract reading that there was no maintenance requirements required under MY contract. It was also recommended that I have the service department start a tear down on my vehicle to find the failed component. You would think that a company handling service contracts would have known what they were talking about and give the right information to the consumer that was looking for guidance in getting their car repaired. But instead, I was given completely WRONG information. Now, your company wants no liability for lying to a consumer that trusted them and expected them to help. I suggest you listen to a copy of said conversation by contacting [redacted] at ext. [redacted]. The question regarding receipts could not be more direct. If it is not already erased, the call was on 07/12/2016 between 10-11 am eastern time. As for the 1 qt. low, I was informed by the dealership repairing my car that it isn't that big of a deal and would not have caused this, because it is a total 5 qt. system. This is a very poor way to handle a consumer that thought PDS knew what they were doing. I was put on a course of action by PDS that has severely impacted my life, which would NEVER have happened if PDS knew their product and the correct warranty guidelines. I am not happy with the gen[redacted] reply without further reviewing the complaint made by myself regarding the inaccuracy of information that has lead to the position I am in now. Very poor customer service. PBS lied to me, pretty much sums up my complaint. I am unsatisfied with response and still feel PBS should be responsible to cover my initial claim in full or partial. Regards,
[redacted]

Please find enclosed the work order for repairs on the 2007 [redacted] insured under Contract Number [redacted] as a result of internal engine failure.The total cost for engine replacement, parts, labor and tax amounted to $6,164.65. Per our contract, the deductible on this repair should be $100.00,Per your prior note, "{...} we will provide reimbursement based on the evaluation of the repair order illustrating the repairs performed, as would be applicable under the service contract terms had the claim been originally approved.”We appreciate your timeliness in replying to this matter. Please let us know if you need any additional information.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.
1.  The heater is faulty as evidenced by this being the third time the heat has not worked appropriately and I have had to take it in for service.  This is the second time it has not worked this winter.2.  The suggested repair is just that, a suggestion, as the dealer does not know if that will fix the problem.  They were told that it "may" be clogged and that flushing the system "might" fix the problem.I believe the warranty I purchased should pay for me to have a working heater that does not need to be continually fixed.
Regards,
[redacted]

See attached response.We are in receipt of your letter dated January 27, 2016, regarding a claim made under Ms. [redacted]’s Premier Essential Vehicle Service Contract (hereinafter "Service Contract"). 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 basis of Ms. [redacted]’s claim decision. As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. We have carefully reviewed the claim in question and found that it was properly adjudicated.Ms. [redacted]’s Service Contract requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three – Contract General Provisions; B- Your ResponsibilitiesYou must Keep all fluid at proper levels and have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the owner’s manual for Your vehicle. If You do not have an owner’s manual for Your Vehicle, You can contact the Dealer of Us and the servicing recommendations will be provided to You. Your owner’s manual list difference servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the normal or severe maintenance schedule that applies to Your driving habits and conditions. If You do not follow these recommendations and such failure caused a Breakdown, further damage or unnecessary repairs, coverage under this Contract will be denied or reduced. You must retain all sales receipts, invoices or work orders showing the date, odometer, mileage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance service performed, including parts and fluids used to complete these services.While we did receive maintenance records showing maintenance having been performed by [redacted], further investigation revealed that the maintenance was not performed there and in fact those specific records were not valid. Apparently someone from [redacted]notified Ms. [redacted] of our inquiry to them regarding the maintenance records, which prompted her to leave our claim staff a message that the maintenance was in fact not performed there (even though she represented that it was via the maintenance receipts bearing their name) and that her neighbor is as mechanic at the repair facility and he purportedly did maintenance for her at his home. Ms. [redacted] has since contacted us stating that the individual who researched the maintenance records identified himself as an attorney, that it incorrect, the individual (claims manager) did however ask for the repair facility’s legal department in that he felt that would be the best contact in that this claim has escalated to the Revdex.com. In any event the requirement to provide verifiable proof of maintenance was not met as is required by the service contract. In addition, an independent third party inspection of the vehicle stated the following:Inspectors FindingsBlack sludge residue present in all recesses of timing components, valve covers cam housings chain box. Tech states that he washed the front cover prior to inspection. Black burnt oil residue still present inside cover. Actuator oil passages blocked with carbon and sludge.Cause of failure oil contamination causing blockage in passageways with sludge and carbon in actuators, subsequent damage to tensioners and chains. Sealing failure to steering rack.Is the failure/damage caused by lack of lubrication? Yes, long term oil change intervalsIn that the required maintenance records were not kept as required, records that were supplied were not valid and an independent inspection stated that the cause of failure was resultant from a lack of maintenance, we believe that the correct decision was made to deny the repairs.Again, after careful review we believe that the claim in question was properly adjudicated 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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
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.
Regards,
[redacted]
  would someone help me get to a person that can help me see if the dealer will waive the balance, I don't know what to do

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 have reviewed the response from PDS and I find it unacceptable because I was informed verbally by 3 of their adjusters, [redacted], [redacted] and [redacted] on several occasions, specially on my last conversation with them on March 28 and March 29, that the spark plug was not part of the denial. I even sent a request for a copy of the letter of denial on April 3, 2017 and I did not received any letter or correspondence as I requested, which I was told that per the contract the company was required to.  Furthermore, I find the tire rotations denial to be unreasonable since the tires have nothing to do with the engine failure.  According to my Limited Warranty, Term and Conditions, under details of coverages of warranty, “Tires: Tires are covered by a separate warranty provided by the tire manufacturer. I find that denying my claim for the tire rotations is simply a leeway for the company not to pay for my claim since my Limited Warranty, Term and Conditions also states “Furnish the Administrator with such information as they may reasonably require, including proof of your vehicle’s regular maintenance during the Limited Powertrain Warranty Period as recommended by the manufacturer in the Owners Manual.” It is not reasonable to keep denying my claim just because there were no “repair orders” on some tire rotations. As I showed on my maintenance records the vehicle was maintained properly and according to the manufacturer’s Owners Manual.  
Regards,
[redacted]

Attached response, consumer contract and coverage booklet. We are in receipt of your customer complaint dated October 15, 2015 regarding a claim made underMs. [redacted]’s Premier Performance vehicle service contract (hereinafter "Service Contract"). As amember of Premier Dealer Services, Inc...

(“Premier”) legal department, I have been asked to respond toMr. [redacted]’s request for a clarification as to basis of Ms. [redacted]’s claim decision. As Premier is theobligor and the administrator of the Service Contract, Premier answers all inquiries concerning contractterms and claim decisions.After careful consideration it is our opinion that the claim was in fact adjudicated in accordance with theterms of the service contract, i.e., the failure of a nut, bolt or fastener (as is the case here) is notcovered, and is in fact excluded. See exclusions, Section Three “Contract General Provisions” SubsectionD “Exclusions” of Ms. [redacted]’s service contract:Section D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:27. Service adjustments/cleaning, a contaminated fuel system, air conditioning recharge,batteries/battery cables, bolts and fasteners, belts, brakes (drums, shoes, linings, discrotors and pads), exhaust system (including catalytic converter), filters, lights (bulbs,sealed beam and lenses), manual clutch, pressure plate, throw out bearings, clutchmaster or slave cylinder, manual transmission clutch disc and lining, shock absorbers,spark plugs and wires, squeaks or other noises, tires, tune-ups, wheel balancing andalignment, wheel studs, wiper blades, shop supplies, friction materials, glass, hoses(except steering and air conditioning). Filters, lubricants, coolants and refrigerants willbe covered only if replacement is required in connection with a Breakdown.Similarly, any consequential damage that such failure may contribute to is also excluded.However, we also realize that in that this particular bolt is holds the Camshaft Sprocket in place and itsfailure may cause internal engine damage, which the complainant may believe should be coveredregardless of the cause (an incorrect position). As such, we will provide reimbursement based on theevaluation of the repair order illustrating the repairs performed, as would be applicable under theservice contract terms had the claim been originally approved. Please provide to us a copy via fax at[redacted] Attn: [redacted], of the paid repairs for our evaluation and additional consideration.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 Mr. [redacted]’s response dated October 7, 2014.   We would ask that Mr.
[redacted] submit the additional records that he has found, to us for review. We would like to restate 
that to qualify a claim for the Lifetime Powertrain Warranty Mr. [redacted] is required to have all 
scheduled maintenance as recommended by the manufacturer’s Owner’s Manual – as stated in the Terms 
and Conditions below. At this time the required maintenance for Mr. [redacted]’s vehicle is incomplete 
as noted on our prior letter. In regards to Mr. [redacted]’s request for a cancellation and refund of 
his warranty – The warranty was given to Mr. [redacted] at no charge and is therefore non-cancelable.
TERMS AND CONDITIONS
MAINTENANCE REQUIREMENTS-In order to keep YOUR Lifetime Limited Powertain
Warranty valid YOU must follow the maintenance procedures listed below:
*   YOU are responsible for making sure the oil warning light gauge and the temperature warning 
light gauge are functioning before driving the vehicle.
*    YOUR  vehicle  must  receive  all  scheduled  maintenance  as  recommended  by  the
manufacturer’s Owners Manual.
*    YOU must keep copies of repair orders. Copies must indicate; customer name, repair order 
number, repair order date, Vehicle Identification Number, a description of YOUR
vehicle, repair order mileage, and a complete description of [redacted] performed.
*   WE may require YOU to furnish US with proof that the specified [redacted] have been
performed.  Failure to show proof that all scheduled maintenance and repairs have been performed 
may void coverage under this Lifetime Limited Powertrain Warranty.
[redacted] Scion is committed to ensuring YOUR vehicle is properly maintained and [redacted] 
[redacted] Scion will assist in retaining copies of YOUR maintenance records in order to assure YOUR 
compliance with maintenance record retention.  Should YOU not return to [redacted] Scion for 
all scheduled maintenance and repairs, it is YOUR responsibility to retain all maintenance and 
repair records to assure eligibility of coverage of this Lifetime Limited Powertrain Warranty.
Once again, while we are understanding of the request we must administrate this claim within the 
written terms and conditions of the agreement and in a consistent fashion from consumer to 
consumer.  In that we are unable to deviate from the terms of the agreement, we are therefore 
unable to honor Mr.[redacted]’s request to waiver certain conditions contained therein.
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.
If you have additional questions, please let us know.
Sincerely,
[redacted]
Legal Department
Consumer Relations