AttachedWe are in receipt of your customer complaint dated January 7, regarding a claim made Mr [redacted] ’s Premier Essential 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 decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility that [redacted] at [redacted] , contacted our office on January 4, 2016, to report that Mr [redacted] ’s had the following concerns of “the heat gets hotter than cooler in the driver’s side then passengers side.” [redacted] spoke with the technician and he reported that it works correctly then is stops working after about minutesThe failure is from a plugged or restricted heater core.Please note the following from Mr [redacted] ’s service contract under Section 3, Contract General Provisions, Exclusions and Section OneDefinitions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, contaminate(s), or foreign objects(s).DEFINITIONSBreakdown- 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 defectA Breakdown shall be considered to have occurred only when a Covered Part has been subject to usageGradual reduction in operating performance due to natural and inherent wear characteristics of automotive parts will not be considered a BreakdownHowever, reduction in operating performances of an automotive part which exceeds the published tolerances allowed by the manufacturer may be considered a Breakdown hereunder.Since the heater core was plugged/restricted it does not meet the definition of a breakdown and is excluded, 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 apparentIf 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?
Please find response attachedDear Ms***:This letter is in response to the information Mr [redacted] submitted on March 10, 2016.Please have Mr [redacted] return to [redacted] and have him speak with any of the service advisers, who can at that time contact our claim supervisor [redacted] at [redacted] ex [redacted] who will reopen and authorize Mr [redacted] claim for repair.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 The response by Equis is not only inaccurate it is laughableIn their "careful review" of my claim, they have referred to a mechanical issue which my vehicle is not even equipped with! They have spent so much time looking for the loophole they either forgot or didn't listen to the original claimMy vehicle is not equipped with headlights that turn with the steering, however my vehicle IS equipped with auto-leveling headlightsThe Equis legal department was badly misinformedAuto-leveling headlights adjust the height of the light when there is cargo or a heavy passenger load thereby keeping the lights on the road as opposed to pointing upward under load conditionsThe mechanical diagnosis at the dealership was that the motors which move the lights UP and DOWN were burned out and no longer functioning or leveling the lights as designedThe motors are contained/attached to the headlight assembly which is what the dealership reported as the part required for repairUpon the repair being declined by Equis I spoke to two representatives who stated that the part was not coveredWhen I asked where in there contract the headlight assembly? was excluded I was directed to bulbs and lights as excludedI explained that the mechanics diagnosis was the motors and asked the representative if he read the report he said the mechanics report was "irrelevant" and since the part required for repair, "contained the word light", it was an excluded ? partWhen I asked where in my contract that parts attached to excluded parts were excluded I was met with silence and then the simple comment, "the part contains the word light so we're calling it a light".? The next inaccuracy is that I declined to proceed with the claim for repairI was told by the representative that they were not going to cover the repair, so tell me how exactly I was to proceed with the claim? for the repair? I did decline to repair the vehicle because it was more than I could afford which is exactly why I bought the service contract to begin with! The headlights do illuminate but to apply Equis' logic, if my car starts but won't roll there's nothing wrong with it.? The company response actually bolsters my claimThe headlights light up! The motor that keeps them at a safe, functional level is what is broken but the Equis representatives can't seem to grasp thisEquis is not about doing the right thing or customer serviceThey dedicate their time and resources to avoiding paying for claims? ? 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 See attached Regards, [redacted]
We are in receipt of Mr [redacted] ’s complaint dated April 26, regarding a claim made under his Limited Warranty provided by [redacted] (hereinafter "Warranty")Premier Dealer Services, Inc(“Premier”) act’s as the administrator of the Warranty on [redacted] s behalfAs a member of Premier’s legal department, I am responding to your request for clarification as to the concerns expressed by Mr [redacted] .In order to make a coverage determination it will be necessary for the Mr [redacted] to authorize the disassembly to the degree that the repair facility can make a full determination as to the cause and extent of damageIt is our understanding that the repair facility and Mr [redacted] are/will be discussing thisHowever, in the event the cause of the motor damage is the result of sludge and or damage resultant from a lack of maintenance, the coverage will be impacted.Once this has occurred our office should be notified of the findings so that the claim process may continue.Sincerely, [redacted] Legal Department Consumer Relations
We are in receipt of Mr [redacted] additional response dated March 15, 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 MrWilson signed discusses the General Provisions of his ServiceContract, which are in the coverage booklet that he received at time of purchaseI 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: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 orupdateService 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 #above we are not able to authorize a claim for itsreplacementIn 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 #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 apparentIf 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
Gap Coverage Administrator PO Box San Diego, CA 92193-May 16, 2017Revdex.com of San Diego Attn: [redacted] Viewridge Ave #San Diego, CA 92123-1688Re: Compliant Name: [redacted] Consumer Name: [redacted] and [redacted] GAP Reference: [redacted] Vehicle: [redacted] F-1FTFW1CF9BFA55691Dear Ms***,We are in receipt of Mrs [redacted] ’s response to our letter dated May 15, 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 [redacted] F-150, the dealer assigned the finance agreement to the lender, which in this case is [redacted] Motor Credit, and Mrand 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
Revdex.com of San Diego Attn: Christine [redacted] Viewridge Ave, Suite San Diego,CA Re: Consumer Name: [redacted] Agreement No.: [redacted] Claim No.: ***- [redacted] Dear Ms***, We are in receipt of Ms [redacted] ’s reponse to our letterPer Ms [redacted] ’s Limited Warranty the oil changes and tire rotations she has listed in her response were part of a personal log that Ms [redacted] provided and unfortunately per the Terms and Conditions of Ms [redacted] ’s Limited Warranty we are only able to accept items listed on a repair order, which would indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage and complete description of services performed Please also note in reference to the spark plugs, we have a repair order with mileage 51,812, in which one spark plug and one coil pack that was replaced due to a failure, this does not constitute a spark plug service We thank you for the opportunity to provide clarification in this matterHowever, the Limited Warranty does provide arbitration for dispute resolutionFor more information on this process and to request the initiation of that process we recommend that she contact the following in accordance with the terms of the Limited Warranty, as they have also been advised of this matter: [redacted] Sincerely [redacted] 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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ? ?
Please find enclosed the work order for repairs on the [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,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 matterPlease let us know if you need any additional information.Sincerely, [redacted] [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 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 factI had contacted your company to get the correct information for a claim under MY contract guidelinesIn that conversation I was lied to about MY contract reading that there was no maintenance requirements required under MY contractIt was also recommended that I have the service department start a tear down on my vehicle to find the failed componentYou 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 repairedBut instead, I was given completely WRONG informationNow, your company wants no liability for lying to a consumer that trusted them and expected them to helpI suggest you listen to a copy of said conversation by contacting [redacted] at ext***The question regarding receipts could not be more directIf it is not already erased, the call was on 07/12/between 10-am eastern timeAs for the qtlow, 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 qtsystemThis is a very poor way to handle a consumer that thought PDS knew what they were doingI 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 guidelinesI 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 nowVery poor customer servicePBS lied to me, pretty much sums up my complaintI am unsatisfied with response and still feel PBS should be responsible to cover my initial claim in full or partialRegards, [redacted] ***
We are in receipt of your letter dated March 27, 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 REQUIREMENorder 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 ordersCopies 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 beenperformedFailure 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 retentionShould 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 coverathis LifetimeLimited Powertrain Warranty.In the review of Ms [redacted] 's maintenance records submitted it indicates that several of therequired services were not performedSpecifically Ms [redacted] is required to get her tiresrotated every 7,miles, per her Nissan Vera Owner Manual, she is missing severalrequired tire rotations listed below:• Purchase -7,miles• 7,miles-12,miles• 25,miles-44,miles• 44,miles-85,miles• 85,miles-95,miles• 100,miles-132,milesShe is also required to get an air filter change and cleaning every 30,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 toconsumerIn 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
March 20, 2018Revdex.com of San DiegoAttn: [redacted] 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 Ms [redacted] ’ complaint dated March 17, 2018, regarding a claim made under herPremier Classic Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I have been asked to respond to Ms [redacted] ’ complaintand for to offer clarification as to the basis of the claim decisionAs Premier is the obligor and theadministrator of the Service Contract, Premier answers all inquiries concerning contract terms and claimdecisionsWe have reviewed the claim in question and have found that is was properly adjudicatedaccording to the terms and conditions of Ms [redacted] Service Contract.Because the Valve Cover Gasket are not listed as covered parts on Ms [redacted] Service Contract, arequirement of coverage, the claim for the repair of these parts was denied and this was explained to Ms[redacted] repair facility.?
Hi!? I filed a complaint but I need to make changes as I apparently used the wrong terminology.? The new complaint is as follows:I purchased this extended warranty & was told that everything was included unless I exceed the max mileage or the warranty expires, whichever comes first The car is currently in the dealership for a coolant leakWith Mini Coopers the thermostat and its housing comes as unit, not as separate unitsThe dealer was told that although the warranty DOES cover the thermostat, it does not cover the housing.? The service advisor explained to Premier's rep that the thermostat is overworking due to the amount of coolant that is leaking but Premier's rep insists that the leak is coming from the housing so it will not be covered even though they're unitHe also states although cannot be replaced without the other, as it is unit, they are not covering the repair as they do not cover the housing which comes with the thermostat, BUT if the thermostat has to be replaced it will be covered as well as the housing, again, because they are unit and can only be? purchased that way
We are in receipt of your letter dated February 18, regarding the complainant’s response to our positionPlease be advised that Premier relies on the expert objective opinion of the independent inspector as to the cause of failureIn this case there was no diagnostic trouble codes or misfire codes from Mr [redacted] ’s vehicle, which would have been present had the parts failedWhen 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 codeIn 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 designedAgain, the inspection found no failed parts that met the definition of a breakdown under his contractAs 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 apparentIf 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
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,minus $deductible = $4,300.03The amount authorized is based on the engine repair vsengine replacement of a used engine which Ms[redacted] chose to have completedIn review of the claim file and invoice the engine was repairableThedecision 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 BreakdownWe will reimburse You for preauthorized expenses incurredfor the repair or replacement of a Covered PartSuch 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 guideReplacement may be made with a part which is of a like kind andquality comparable with the original design specifications and wear tolerances of YourVehicleUpon 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,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 apparentIf 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
See attached responseWe are in receipt of your Revdex.com complaint dated July 25, regarding a claim made under Mr***’s Premier Essential 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***As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility representative [redacted] at [redacted] , contacted our office on July 12, 2016, to report that Mr [redacted] had the following concerns; “the vehicle was driven in and there was a noise from under the hood, the vehicle was not running well and there was no check engine light on.” The repair facility also reported the following; “the engine was quart low on fluid.”The claim staff informed the repair facility that in order to properly determine if coverage would apply they would dispatch an independent mechanical inspector to verify the cause and extent of the suspected damage/failureAfter being notified that the vehicle had been disassembled with Mr***’s consent, the claims department then sent an independent inspector to verify the repair facility’s reported failure.The inspectors report, which the repair facility concurred with, indicated that the damage present to the motor was a direct result of a lack of lubrication, which is specifically excluded from Mr***’s service contract under Section 3, Contract General Provisions, 3D Exclusions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, restriction of fluid flow, contaminate(s), or foreign objects(s).In addition, maintenance as suggested by the manufacturer is a requirement of the Service ContractAlthough performing such maintenance one’s self versus having a repair facility do so is not prohibited, the vehicle owner is nonetheless required to keep proof that the services were in fact performedPlease see Section 3, Contract General Provisions, 3B Your Responsibilities:You must keep all fluids 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 VehicleIf You do not have an owner’s manual for Your Vehicle, You can contact the Dealer or Us and the servicing recommendations will be provided to YouYour owner’s manual lists different servicing recommendations based on Your individual driving habits and climate conditionsYou are required to follow the or severe maintenance schedule that applies to Your driving habits and conditionsIf You do not follow these recommendations and such failure causes a Breakdown, further damage or unnecessary repairs, coverage under this Contract will be denied or reducedYou 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 services performed, including parts and fluids used to complete these services.In that the independent inspector found a lack a lubrication to be the cause of the motor damage and the repair facility concurred with their findings, we were left with no choice but to decline 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 apparentIf 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] ***
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] ***
AttachedWe are in receipt of your customer complaint dated January 7, regarding a claim made Mr [redacted] ’s Premier Essential 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 decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility that [redacted] at [redacted] , contacted our office on January 4, 2016, to report that Mr [redacted] ’s had the following concerns of “the heat gets hotter than cooler in the driver’s side then passengers side.” [redacted] spoke with the technician and he reported that it works correctly then is stops working after about minutesThe failure is from a plugged or restricted heater core.Please note the following from Mr [redacted] ’s service contract under Section 3, Contract General Provisions, Exclusions and Section OneDefinitions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, contaminate(s), or foreign objects(s).DEFINITIONSBreakdown- 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 defectA Breakdown shall be considered to have occurred only when a Covered Part has been subject to usageGradual reduction in operating performance due to natural and inherent wear characteristics of automotive parts will not be considered a BreakdownHowever, reduction in operating performances of an automotive part which exceeds the published tolerances allowed by the manufacturer may be considered a Breakdown hereunder.Since the heater core was plugged/restricted it does not meet the definition of a breakdown and is excluded, 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 apparentIf 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?
Please find response attachedDear Ms***:This letter is in response to the information Mr [redacted] submitted on March 10, 2016.Please have Mr [redacted] return to [redacted] and have him speak with any of the service advisers, who can at that time contact our claim supervisor [redacted] at [redacted] ex [redacted] who will reopen and authorize Mr [redacted] claim for repair.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 The response by Equis is not only inaccurate it is laughableIn their "careful review" of my claim, they have referred to a mechanical issue which my vehicle is not even equipped with! They have spent so much time looking for the loophole they either forgot or didn't listen to the original claimMy vehicle is not equipped with headlights that turn with the steering, however my vehicle IS equipped with auto-leveling headlightsThe Equis legal department was badly misinformedAuto-leveling headlights adjust the height of the light when there is cargo or a heavy passenger load thereby keeping the lights on the road as opposed to pointing upward under load conditionsThe mechanical diagnosis at the dealership was that the motors which move the lights UP and DOWN were burned out and no longer functioning or leveling the lights as designedThe motors are contained/attached to the headlight assembly which is what the dealership reported as the part required for repairUpon the repair being declined by Equis I spoke to two representatives who stated that the part was not coveredWhen I asked where in there contract the headlight assembly? was excluded I was directed to bulbs and lights as excludedI explained that the mechanics diagnosis was the motors and asked the representative if he read the report he said the mechanics report was "irrelevant" and since the part required for repair, "contained the word light", it was an excluded ? partWhen I asked where in my contract that parts attached to excluded parts were excluded I was met with silence and then the simple comment, "the part contains the word light so we're calling it a light".? The next inaccuracy is that I declined to proceed with the claim for repairI was told by the representative that they were not going to cover the repair, so tell me how exactly I was to proceed with the claim? for the repair? I did decline to repair the vehicle because it was more than I could afford which is exactly why I bought the service contract to begin with! The headlights do illuminate but to apply Equis' logic, if my car starts but won't roll there's nothing wrong with it.? The company response actually bolsters my claimThe headlights light up! The motor that keeps them at a safe, functional level is what is broken but the Equis representatives can't seem to grasp thisEquis is not about doing the right thing or customer serviceThey dedicate their time and resources to avoiding paying for claims? ? 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 See attached Regards, [redacted]
We are in receipt of Mr [redacted] ’s complaint dated April 26, regarding a claim made under his Limited Warranty provided by [redacted] (hereinafter "Warranty")Premier Dealer Services, Inc(“Premier”) act’s as the administrator of the Warranty on [redacted] s behalfAs a member of Premier’s legal department, I am responding to your request for clarification as to the concerns expressed by Mr [redacted] .In order to make a coverage determination it will be necessary for the Mr [redacted] to authorize the disassembly to the degree that the repair facility can make a full determination as to the cause and extent of damageIt is our understanding that the repair facility and Mr [redacted] are/will be discussing thisHowever, in the event the cause of the motor damage is the result of sludge and or damage resultant from a lack of maintenance, the coverage will be impacted.Once this has occurred our office should be notified of the findings so that the claim process may continue.Sincerely, [redacted] Legal Department Consumer Relations
We are in receipt of Mr [redacted] additional response dated March 15, 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 MrWilson signed discusses the General Provisions of his ServiceContract, which are in the coverage booklet that he received at time of purchaseI 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: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 orupdateService 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 #above we are not able to authorize a claim for itsreplacementIn 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 #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 apparentIf 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
Gap Coverage Administrator PO Box San Diego, CA 92193-May 16, 2017Revdex.com of San Diego Attn: [redacted] Viewridge Ave #San Diego, CA 92123-1688Re: Compliant Name: [redacted] Consumer Name: [redacted] and [redacted] GAP Reference: [redacted] Vehicle: [redacted] F-1FTFW1CF9BFA55691Dear Ms***,We are in receipt of Mrs [redacted] ’s response to our letter dated May 15, 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 [redacted] F-150, the dealer assigned the finance agreement to the lender, which in this case is [redacted] Motor Credit, and Mrand 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
Revdex.com of San Diego Attn: Christine [redacted] Viewridge Ave, Suite San Diego,CA Re: Consumer Name: [redacted] Agreement No.: [redacted] Claim No.: ***- [redacted] Dear Ms***, We are in receipt of Ms [redacted] ’s reponse to our letterPer Ms [redacted] ’s Limited Warranty the oil changes and tire rotations she has listed in her response were part of a personal log that Ms [redacted] provided and unfortunately per the Terms and Conditions of Ms [redacted] ’s Limited Warranty we are only able to accept items listed on a repair order, which would indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage and complete description of services performed Please also note in reference to the spark plugs, we have a repair order with mileage 51,812, in which one spark plug and one coil pack that was replaced due to a failure, this does not constitute a spark plug service We thank you for the opportunity to provide clarification in this matterHowever, the Limited Warranty does provide arbitration for dispute resolutionFor more information on this process and to request the initiation of that process we recommend that she contact the following in accordance with the terms of the Limited Warranty, as they have also been advised of this matter: [redacted] Sincerely [redacted] 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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ? ?
Please find enclosed the work order for repairs on the [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,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 matterPlease let us know if you need any additional information.Sincerely, [redacted] [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 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 factI had contacted your company to get the correct information for a claim under MY contract guidelinesIn that conversation I was lied to about MY contract reading that there was no maintenance requirements required under MY contractIt was also recommended that I have the service department start a tear down on my vehicle to find the failed componentYou 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 repairedBut instead, I was given completely WRONG informationNow, your company wants no liability for lying to a consumer that trusted them and expected them to helpI suggest you listen to a copy of said conversation by contacting [redacted] at ext***The question regarding receipts could not be more directIf it is not already erased, the call was on 07/12/between 10-am eastern timeAs for the qtlow, 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 qtsystemThis is a very poor way to handle a consumer that thought PDS knew what they were doingI 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 guidelinesI 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 nowVery poor customer servicePBS lied to me, pretty much sums up my complaintI am unsatisfied with response and still feel PBS should be responsible to cover my initial claim in full or partialRegards, [redacted] ***
We are in receipt of your letter dated March 27, 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 REQUIREMENorder 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 ordersCopies 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 beenperformedFailure 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 retentionShould 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 coverathis LifetimeLimited Powertrain Warranty.In the review of Ms [redacted] 's maintenance records submitted it indicates that several of therequired services were not performedSpecifically Ms [redacted] is required to get her tiresrotated every 7,miles, per her Nissan Vera Owner Manual, she is missing severalrequired tire rotations listed below:• Purchase -7,miles• 7,miles-12,miles• 25,miles-44,miles• 44,miles-85,miles• 85,miles-95,miles• 100,miles-132,milesShe is also required to get an air filter change and cleaning every 30,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 toconsumerIn 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
March 20, 2018Revdex.com of San DiegoAttn: [redacted] 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 Ms [redacted] ’ complaint dated March 17, 2018, regarding a claim made under herPremier Classic Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I have been asked to respond to Ms [redacted] ’ complaintand for to offer clarification as to the basis of the claim decisionAs Premier is the obligor and theadministrator of the Service Contract, Premier answers all inquiries concerning contract terms and claimdecisionsWe have reviewed the claim in question and have found that is was properly adjudicatedaccording to the terms and conditions of Ms [redacted] Service Contract.Because the Valve Cover Gasket are not listed as covered parts on Ms [redacted] Service Contract, arequirement of coverage, the claim for the repair of these parts was denied and this was explained to Ms[redacted] repair facility.?
Hi!? I filed a complaint but I need to make changes as I apparently used the wrong terminology.? The new complaint is as follows:I purchased this extended warranty & was told that everything was included unless I exceed the max mileage or the warranty expires, whichever comes first The car is currently in the dealership for a coolant leakWith Mini Coopers the thermostat and its housing comes as unit, not as separate unitsThe dealer was told that although the warranty DOES cover the thermostat, it does not cover the housing.? The service advisor explained to Premier's rep that the thermostat is overworking due to the amount of coolant that is leaking but Premier's rep insists that the leak is coming from the housing so it will not be covered even though they're unitHe also states although cannot be replaced without the other, as it is unit, they are not covering the repair as they do not cover the housing which comes with the thermostat, BUT if the thermostat has to be replaced it will be covered as well as the housing, again, because they are unit and can only be? purchased that way
I have received satisfactionPlease close this caseThank you
We are in receipt of your letter dated February 18, regarding the complainant’s response to our positionPlease be advised that Premier relies on the expert objective opinion of the independent inspector as to the cause of failureIn this case there was no diagnostic trouble codes or misfire codes from Mr [redacted] ’s vehicle, which would have been present had the parts failedWhen 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 codeIn 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 designedAgain, the inspection found no failed parts that met the definition of a breakdown under his contractAs 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 apparentIf 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
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,minus $deductible = $4,300.03The amount authorized is based on the engine repair vsengine replacement of a used engine which Ms[redacted] chose to have completedIn review of the claim file and invoice the engine was repairableThedecision 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 BreakdownWe will reimburse You for preauthorized expenses incurredfor the repair or replacement of a Covered PartSuch 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 guideReplacement may be made with a part which is of a like kind andquality comparable with the original design specifications and wear tolerances of YourVehicleUpon 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,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 apparentIf 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
See attached responseWe are in receipt of your Revdex.com complaint dated July 25, regarding a claim made under Mr***’s Premier Essential 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***As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility representative [redacted] at [redacted] , contacted our office on July 12, 2016, to report that Mr [redacted] had the following concerns; “the vehicle was driven in and there was a noise from under the hood, the vehicle was not running well and there was no check engine light on.” The repair facility also reported the following; “the engine was quart low on fluid.”The claim staff informed the repair facility that in order to properly determine if coverage would apply they would dispatch an independent mechanical inspector to verify the cause and extent of the suspected damage/failureAfter being notified that the vehicle had been disassembled with Mr***’s consent, the claims department then sent an independent inspector to verify the repair facility’s reported failure.The inspectors report, which the repair facility concurred with, indicated that the damage present to the motor was a direct result of a lack of lubrication, which is specifically excluded from Mr***’s service contract under Section 3, Contract General Provisions, 3D Exclusions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, restriction of fluid flow, contaminate(s), or foreign objects(s).In addition, maintenance as suggested by the manufacturer is a requirement of the Service ContractAlthough performing such maintenance one’s self versus having a repair facility do so is not prohibited, the vehicle owner is nonetheless required to keep proof that the services were in fact performedPlease see Section 3, Contract General Provisions, 3B Your Responsibilities:You must keep all fluids 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 VehicleIf You do not have an owner’s manual for Your Vehicle, You can contact the Dealer or Us and the servicing recommendations will be provided to YouYour owner’s manual lists different servicing recommendations based on Your individual driving habits and climate conditionsYou are required to follow the or severe maintenance schedule that applies to Your driving habits and conditionsIf You do not follow these recommendations and such failure causes a Breakdown, further damage or unnecessary repairs, coverage under this Contract will be denied or reducedYou 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 services performed, including parts and fluids used to complete these services.In that the independent inspector found a lack a lubrication to be the cause of the motor damage and the repair facility concurred with their findings, we were left with no choice but to decline 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 apparentIf 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] ***
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] ***