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 Thank you for your prompt replyPlease forgive me, as I'm a Disabled Veteran with one eye removed, and partial nasal loss in the otherI'm looking at a 40" monitor and have increased the fontIn the Specimen contract you provided me it does not say: " or replaced due to manufacturer redesign or update," in Exclusions Section D #3, nor does the one I signed in Please review and advisePlease see receipt from [redacted] that states, "needed to be replaced." Please see my contract as it doesn't state manufacturer redesign or update? Regards, [redacted]
We are in receipt of your response letter dated July 27, 2015, regarding our letter dated June 24, regarding a claim made under Mr [redacted] Preserve Extended Protection Plan (hereinafter "Protection Plan").Please be advised if the slide out motor had been functioning in a matter outside of manufactures specifications, and the “adjustment” was unable to bring it within specifications Mr [redacted] claim for repair would have been considered a coverable under his Protection PlanFor example, if the slide-out motor stopped functioning because of an electrical defect, the motor would have been coverable under is Protection Plan or if the slide-out motor was functioning intermittently we would have authorized to have the motor repaired or if necessary replacedHowever, since the slide-out motor was functioning and required only an adjustment to return to full operational capacity, it was not a coverable item under his Protection Plan.Section – ExclusionParts described in the owner manual as supplied by the manufacturer or other maintenance services and parts which include, but are not limited to: alignments, adjustments, cleaning, wheel balancing, tune-ups, spark plugs, spark plug wires, glow plugs, hoses (except high pressure steering and air conditioning), drive belts, brake pads, brake linings/shoes, wiper blades, shop supplies and environmental waste chargesFilters, lubricants, coolants, fluids and refrigerants may be covered if replacement is required in connection with a covered Breakdown.Mr [redacted] may however submit the invoice for adjustment to Heartland RV for possible reimbursement, they may be able to assist himHe can submit the invoice by fax to (572) 262-8340, referencing the last six of his VIN # [redacted] or he may send the invoice via email to [redacted] 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 DepartmentConsumer Relations
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?
We are in receipt of your letter dated February 4, 2015, received in our office on February 23, 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 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 is was properly adjudicated.Although Mr [redacted] ’s claim record indicated that the noise from Mr [redacted] ’s hub does not meet the definition of a breakdown per his contract, the repair facility Ayers Chevrolet as a good gesture agreed to pay half of Mr [redacted] ’s claim for repair on February 5, in the amount of $223.69.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
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 readingsI 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 downPremier 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 downWell, 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 performvalve 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 engineI ask the Revdex.com to reevaluate this companies A ratingTheir failure to resolve my complaint along with the other complaints that have been filed in the last years against this company is a strong indication that this company is not fulfilling there obligations to their customersThe bottom line is that this was a serious issue that Premier Dealer Services covers yet they refuse to payI paid 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 companyIf any potential customer is reading this review I advise them not to do business with this companyI have spent months trying to get my issue resolved with them and it has cost me a lot of time and much frustration! Regards, [redacted]
Dear Mr [redacted] ,We are in receipt of Mr [redacted] ’s additional response dated March 9, We have reviewed theinformation that Mr [redacted] provided and we have contacted the repair facility and asked if there areany current failures to the Engine Control Module (ECM)They have informed us that there are not anycurrent issues with the Engine Control Module (ECM), however if there was please note that a simple reprogramingwould not have been covered under Mr [redacted] ’s Service Contract even if needed.We thank you for the opportunity to further clarify our position in the matter.Sincerely, [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 decisionAs Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe 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 vehicleIf 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 YouYour owner’s manual list difference 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 caused 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 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 validApparently 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 homeMs [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.comIn any event the requirement to provide verifiable proof of maintenance was not met as is required by the service contractIn 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 boxTech states that he washed the front cover prior to inspectionBlack burnt oil residue still present inside coverActuator 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 chainsSealing 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 ContractPlease 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 apparentIf 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
We are in receipt of your Revdex.com complaint dated June 3, regarding a claim made 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 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 May 16, 2016, to report that Mr [redacted] had the following concerns; “the vehicle was running rough and no acceleration.” The repair facility also reported the following; that the front turbo was leaking exhaust and the oil level was one quart low.Our claims staff dispatched an independent inspector to verify reported failuresThe inspectors finding were as follows:? ? ? ? ? ? ? Failed Components/Extent of Damage? ? ? ? ? ? ? The tech showed that upon start up there was no smoke from the exhaust, and the engine did not smoke during the inspectionThere is an oil drip from the turbo, ? ? ? ? ? ? ? ? and the tailpipes show an oily residue consistent with oil consumption/burningThe tech showed code 30ff for air pressure too low for the turbo, but this is in history, ? ? ? ? ? ? not currentThe engine ran well during the inspection with no misfires or smokingThe tech and others in the shop stated that there was excessive smoke from the ? ? ? ? ? ? ? exhaust when the vehicle first came in and the engine ran rough.Since the inspectors findings did not show any performance problems, we advised the repair facility to clean the area and add oil dye and let Mr [redacted] to drive the vehicle and bring it back if the issue persistsThe repair facility call back later that day and started that they added the oil dye and the vehicle is now acting up and dye is coming out of the turbo, we advised the repair facility we would be sending a second inspectorSecond inspector’s findings were as follows:? ? ? ? ? ? Failed Components/Extent of Damage? ? ? ? ? Upon cold start, there is heavy smoke from the exhaust which has the distinct odor of oilThere is also a lighter odor of raw fuelThe engine is misfiring and running ? ? ? ? ? ? rough The tailpipes are wet with oily residue and some raw fuelThe oil consumption may have damaged the sensorsIn the air, there is visible dye noted in the oil ? ? ? ? ? ? drip at the turbo clampThis is consistent with an internal turbo seal failure.The claim was authorized for turbo replacement however, six (6) days later the repair facility called back staring that the PCV system was clogged with sludge and oil vapors causing oil to get into the turboWe advised the repair facility that the PSV valve is part of the valve cover and there would be no coverage as a result of it being plugged up i.ethere was no mechanical failure.Please note the following from Mr [redacted] ’s service contract under Section 1, Vehicle Service Contract, 1K Exclusions (copy enclosed):1K-EXCLUSIONSThis Service 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).Since the PCV Valve 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 Department Consumer Relations
March 22, 2018Revdex.com of San DiegoAttn: [redacted] Viewridge Ave #200San Diego, CA 92123-1688Re: Consumer Name: [redacted] Contract Number: [redacted] Claim Number: 1803-3134Your Compliant ID: [redacted] Dear Mr [redacted] ,We are in receipt of Ms [redacted] ’ additional response dated March 20, Please find attached acopy of Ms [redacted] Service Contract Schedule page that states she received both documents, herSchedule page and her coverage bookletPlease review SECTION 6-IMPORATION INFORMATIONABOUT THIS CONTRACT:The Contract contains two documents; this Schedule page and a coverage booklet, ThisSchedule must be affixed to the Inside cover of the coverage booklet in order to completethe ContractYou should read this Contact carefullyIt contains the entire agreementbetween You and UsIt takes precedence over any other written or oral statements madeto You with respect to this ContractAny modification(s), alteration(s), or change(s) tothe preprinted terms and conditions of this Contract is/are invalid and of no force oreffectBy Your signature below You hereby name the Lienholder identified above as anadditional loss payee under this Contract and acknowledge that You have been given theopportunity to read the entire Contract that is being purchased today.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.?
See attached responseWe are in receipt of your email dated January 29, 2016, regarding a claim made under Ms***’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”)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 Ms***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 found that it was properly adjudicated.Ms***’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three ?" Agreement General Provision; B- Your ResponsibilitiesYou 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 Agreement will be denied or reducedYou must retain all sales receipts, invoices or work orders showing the date, kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sizedThe dealer reported that the main bearings came apartWe requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customerThe dealer did provide a letter from a third party stating all oil changes performed starting but was not able to provide actual documentation per the customers Service Agreement.We advised the dealer, that although Ms [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us backAfter teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms***’s Service Agreement (copy enclosed)Section Three ?" Agreement General Provision; D- ExclusionsA Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by wear and tear.Our claim staff was then contacted on November 17, by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motorThe vehicle was then re-inspected on December 28, and no defect other than wear was found with the oil pumpThe second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent in 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 the matter.Sincerely[redacted] Legal Department Consumer Relations
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 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 partial.? 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***,I have attached an email correspondence from Mr [redacted] from the claims department stating that my personal log will be accepted as long as I include receipts of purchases, which I didAs far as the tire rotation is concern, there are no receipts for parts since I did not have to purchase anything to be able to do a tire rotationThe spark plug was also replaced on 5/9/at miles and the receipt for the parts was also emailed to the claims departmentTherefore, based on the email, personal log are acceptable as long as receipts of purchases are forwarded to the company. 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 I have reviewed the response from PDS and I find it unacceptable because I was informed verbally by of their adjusters, ***, [redacted] and [redacted] on several occasions, specially on my last conversation with them on March and March 29, that the spark plug was not part of the denialI even sent a request for a copy of the letter of denial on April 3, 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 manufacturerI 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 rotationsAs I showed on my maintenance records the vehicle was maintained properly and according to the manufacturer’s Owners Manual Regards, [redacted]
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 faithAs 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 / [redacted] Style Definitions */ 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 deductibleThank you, [redacted]
Please find response to complaint, customers signed contract and coverage booklet attached.Dear Ms***: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 decisionAs Premier is the obligor and the administratorof the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWehave 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 noiseDriving the vehicle caused additional andpreventable damage that is not covered by the service contractThe 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:Damage, failure or Breakdown caused or exacerbated by the continued operation of thevehicle while in a failed or failing conditionDamage, 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 authorizedThe 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., $(after $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: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 ContractPlease 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 apparentIf 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
Dear Ms***, We are in receipt of your email dated January 29, 2016, regarding a claim made under Ms***’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”)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 Ms***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 found that it was properly adjudicated.Ms***’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three – Agreement General Provision; B- 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 Agreement will be denied or reducedYou must retain all sales receipts, invoices or work orders showing the date kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sizedThe dealer reported that the main bearings came apartWe requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customerThe dealer did provide a letter from a third party stating all oil changes performed starting but was not able to provide actual documentation per the customers Service AgreementWe advised the dealer, that although Ms [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us backAfter teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms***’s Service Agreement (copy enclosed)Section Three – Agreement General Provision; D- Exclusions A Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by wear and tear.Our claim staff was then contacted on November 17, by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motorThe vehicle was then re-inspected on December 28, and no defect other than wear was found with the oil pumpThe second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent in 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 the matterSincerely[redacted] Legal Department Consumer Relations
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.Thank you for the timely responseI am still very unsatisfied with how this is being handledI told multiple company reps that I never had a copy of the contract or pamphletI had to call my original dealership that I had purchased the car from to obtain a phone number to even contact PBS(Premier Dealer Services)A very nice rep named [redacted] emailed me a copy of the pamphletI know what should have been done in regards to receipts after the fact, but that is not what was told to meThis is where I do not agree with your assessment of the situationMaintenance was kept up and according to the repair facility, it was evident by the entire engine being "well maintained", clean inside and now other evidence of insufficient lubricationIn a recent conversation with the service repair facility( [redacted] ***), they informed me that they in fact never even spoke to the PBS adjuster that came to inspect the carSo, is this another statement by PBS to place blame on the consumer, so they(PBS) do not have to cover a claim? Not having receipts is not the issueThe issue, is that if the PBS claims adjuster would have informed me that receipts were needed, I would have taken an entirely different route in regards to getting my car repairedSo YES, the misstatement about receipts directly impacts this claimYour company set this in motion with their incorrect informationIf I would have had the RIGHT information, I would have looked at all my options before proceeding with the tear down and costly work on my carWhy in the world would I have asked about receipts if I had any knowledge of the exclusions in the contract? I would notYou agree that the PBS claims rep misstated the information in my contract, so how is that on me? And now you want to say OOPS, you were given the wrong information, but you are wrong for following what you thought was the correct procedureReally? After carefully reviewing your response, I still do not agree with your assessment of the situation or the importance of the incorrect information that I was given by PBS. Thank you for Regards, Deceived Consumer [redacted] ***
Please find response and documentation attached.Dear Ms***,We are in receipt of your customer complaint dated November 14, regarding a claim made under Mr.***’s “No Use No Lose Agreement” (hereinafter "Agreement”)As a member of the legal department, Ihave been asked to respond to the request for a clarification as to basis of the claim decision.In this case the Agreement sets out the criteria required to qualify for the refund, which unfortunately wasnot complied withIt is Mr***’s responsibility to follow the terms of the Agreement as stated underSection “Request for Benefits,” which requires the request to be made to the Administrator within daysto the of the Vehicle Service Contract (“VSC”) expiration date or within 2,miles of the VSC expirationodometer reading (copy enclosed)Although the request may have been made to the dealership within theallowable timeframe, the documents were not submitted to the Administrator within the allowabletimeframeHowever, the claim was nonetheless submitted to the underwriter of the program and it wassubsequently declined based on the aforementioned.If in fact the dealer is the responsible party for the delay of the submission of the request to the Administratorthat resulted in the denial of coverage, we recommend that Mr [redacted] seek reimbursement from the dealer, inthat their error/delay was the proximate cause of the claim denial.By stating the 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] ***Legal Department [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 Thank you for your prompt replyPlease forgive me, as I'm a Disabled Veteran with one eye removed, and partial nasal loss in the otherI'm looking at a 40" monitor and have increased the fontIn the Specimen contract you provided me it does not say: " or replaced due to manufacturer redesign or update," in Exclusions Section D #3, nor does the one I signed in Please review and advisePlease see receipt from [redacted] that states, "needed to be replaced." Please see my contract as it doesn't state manufacturer redesign or update? Regards, [redacted]
We are in receipt of your response letter dated July 27, 2015, regarding our letter dated June 24, regarding a claim made under Mr [redacted] Preserve Extended Protection Plan (hereinafter "Protection Plan").Please be advised if the slide out motor had been functioning in a matter outside of manufactures specifications, and the “adjustment” was unable to bring it within specifications Mr [redacted] claim for repair would have been considered a coverable under his Protection PlanFor example, if the slide-out motor stopped functioning because of an electrical defect, the motor would have been coverable under is Protection Plan or if the slide-out motor was functioning intermittently we would have authorized to have the motor repaired or if necessary replacedHowever, since the slide-out motor was functioning and required only an adjustment to return to full operational capacity, it was not a coverable item under his Protection Plan.Section – ExclusionParts described in the owner manual as supplied by the manufacturer or other maintenance services and parts which include, but are not limited to: alignments, adjustments, cleaning, wheel balancing, tune-ups, spark plugs, spark plug wires, glow plugs, hoses (except high pressure steering and air conditioning), drive belts, brake pads, brake linings/shoes, wiper blades, shop supplies and environmental waste chargesFilters, lubricants, coolants, fluids and refrigerants may be covered if replacement is required in connection with a covered Breakdown.Mr [redacted] may however submit the invoice for adjustment to Heartland RV for possible reimbursement, they may be able to assist himHe can submit the invoice by fax to (572) 262-8340, referencing the last six of his VIN # [redacted] or he may send the invoice via email to [redacted] 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 DepartmentConsumer Relations
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?
We are in receipt of your letter dated February 4, 2015, received in our office on February 23, 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 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 is was properly adjudicated.Although Mr [redacted] ’s claim record indicated that the noise from Mr [redacted] ’s hub does not meet the definition of a breakdown per his contract, the repair facility Ayers Chevrolet as a good gesture agreed to pay half of Mr [redacted] ’s claim for repair on February 5, in the amount of $223.69.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
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 readingsI 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 downPremier 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 downWell, 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 performvalve 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 engineI ask the Revdex.com to reevaluate this companies A ratingTheir failure to resolve my complaint along with the other complaints that have been filed in the last years against this company is a strong indication that this company is not fulfilling there obligations to their customersThe bottom line is that this was a serious issue that Premier Dealer Services covers yet they refuse to payI paid 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 companyIf any potential customer is reading this review I advise them not to do business with this companyI have spent months trying to get my issue resolved with them and it has cost me a lot of time and much frustration! Regards, [redacted]
Dear Mr [redacted] ,We are in receipt of Mr [redacted] ’s additional response dated March 9, We have reviewed theinformation that Mr [redacted] provided and we have contacted the repair facility and asked if there areany current failures to the Engine Control Module (ECM)They have informed us that there are not anycurrent issues with the Engine Control Module (ECM), however if there was please note that a simple reprogramingwould not have been covered under Mr [redacted] ’s Service Contract even if needed.We thank you for the opportunity to further clarify our position in the matter.Sincerely, [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 decisionAs Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe 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 vehicleIf 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 YouYour owner’s manual list difference 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 caused 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 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 validApparently 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 homeMs [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.comIn any event the requirement to provide verifiable proof of maintenance was not met as is required by the service contractIn 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 boxTech states that he washed the front cover prior to inspectionBlack burnt oil residue still present inside coverActuator 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 chainsSealing 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 ContractPlease 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 apparentIf 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
We are in receipt of your Revdex.com complaint dated June 3, regarding a claim made 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 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 May 16, 2016, to report that Mr [redacted] had the following concerns; “the vehicle was running rough and no acceleration.” The repair facility also reported the following; that the front turbo was leaking exhaust and the oil level was one quart low.Our claims staff dispatched an independent inspector to verify reported failuresThe inspectors finding were as follows:? ? ? ? ? ? ? Failed Components/Extent of Damage? ? ? ? ? ? ? The tech showed that upon start up there was no smoke from the exhaust, and the engine did not smoke during the inspectionThere is an oil drip from the turbo, ? ? ? ? ? ? ? ? and the tailpipes show an oily residue consistent with oil consumption/burningThe tech showed code 30ff for air pressure too low for the turbo, but this is in history, ? ? ? ? ? ? not currentThe engine ran well during the inspection with no misfires or smokingThe tech and others in the shop stated that there was excessive smoke from the ? ? ? ? ? ? ? exhaust when the vehicle first came in and the engine ran rough.Since the inspectors findings did not show any performance problems, we advised the repair facility to clean the area and add oil dye and let Mr [redacted] to drive the vehicle and bring it back if the issue persistsThe repair facility call back later that day and started that they added the oil dye and the vehicle is now acting up and dye is coming out of the turbo, we advised the repair facility we would be sending a second inspectorSecond inspector’s findings were as follows:? ? ? ? ? ? Failed Components/Extent of Damage? ? ? ? ? Upon cold start, there is heavy smoke from the exhaust which has the distinct odor of oilThere is also a lighter odor of raw fuelThe engine is misfiring and running ? ? ? ? ? ? rough The tailpipes are wet with oily residue and some raw fuelThe oil consumption may have damaged the sensorsIn the air, there is visible dye noted in the oil ? ? ? ? ? ? drip at the turbo clampThis is consistent with an internal turbo seal failure.The claim was authorized for turbo replacement however, six (6) days later the repair facility called back staring that the PCV system was clogged with sludge and oil vapors causing oil to get into the turboWe advised the repair facility that the PSV valve is part of the valve cover and there would be no coverage as a result of it being plugged up i.ethere was no mechanical failure.Please note the following from Mr [redacted] ’s service contract under Section 1, Vehicle Service Contract, 1K Exclusions (copy enclosed):1K-EXCLUSIONSThis Service 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).Since the PCV Valve 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 Department Consumer Relations
March 22, 2018Revdex.com of San DiegoAttn: [redacted] Viewridge Ave #200San Diego, CA 92123-1688Re: Consumer Name: [redacted] Contract Number: [redacted] Claim Number: 1803-3134Your Compliant ID: [redacted] Dear Mr [redacted] ,We are in receipt of Ms [redacted] ’ additional response dated March 20, Please find attached acopy of Ms [redacted] Service Contract Schedule page that states she received both documents, herSchedule page and her coverage bookletPlease review SECTION 6-IMPORATION INFORMATIONABOUT THIS CONTRACT:The Contract contains two documents; this Schedule page and a coverage booklet, ThisSchedule must be affixed to the Inside cover of the coverage booklet in order to completethe ContractYou should read this Contact carefullyIt contains the entire agreementbetween You and UsIt takes precedence over any other written or oral statements madeto You with respect to this ContractAny modification(s), alteration(s), or change(s) tothe preprinted terms and conditions of this Contract is/are invalid and of no force oreffectBy Your signature below You hereby name the Lienholder identified above as anadditional loss payee under this Contract and acknowledge that You have been given theopportunity to read the entire Contract that is being purchased today.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.?
Can we please get the Make, Model and complete VIN # of the Vehicle so that we can research the information in question?Thank you
See attached responseWe are in receipt of your email dated January 29, 2016, regarding a claim made under Ms***’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”)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 Ms***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 found that it was properly adjudicated.Ms***’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three ?" Agreement General Provision; B- Your ResponsibilitiesYou 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 Agreement will be denied or reducedYou must retain all sales receipts, invoices or work orders showing the date, kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sizedThe dealer reported that the main bearings came apartWe requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customerThe dealer did provide a letter from a third party stating all oil changes performed starting but was not able to provide actual documentation per the customers Service Agreement.We advised the dealer, that although Ms [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us backAfter teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms***’s Service Agreement (copy enclosed)Section Three ?" Agreement General Provision; D- ExclusionsA Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by wear and tear.Our claim staff was then contacted on November 17, by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motorThe vehicle was then re-inspected on December 28, and no defect other than wear was found with the oil pumpThe second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent in 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 the matter.Sincerely[redacted] Legal Department Consumer Relations
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 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 partial.? 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***,I have attached an email correspondence from Mr [redacted] from the claims department stating that my personal log will be accepted as long as I include receipts of purchases, which I didAs far as the tire rotation is concern, there are no receipts for parts since I did not have to purchase anything to be able to do a tire rotationThe spark plug was also replaced on 5/9/at miles and the receipt for the parts was also emailed to the claims departmentTherefore, based on the email, personal log are acceptable as long as receipts of purchases are forwarded to the company. 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 I have reviewed the response from PDS and I find it unacceptable because I was informed verbally by of their adjusters, ***, [redacted] and [redacted] on several occasions, specially on my last conversation with them on March and March 29, that the spark plug was not part of the denialI even sent a request for a copy of the letter of denial on April 3, 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 manufacturerI 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 rotationsAs I showed on my maintenance records the vehicle was maintained properly and according to the manufacturer’s Owners Manual Regards, [redacted]
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 faithAs 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 / [redacted] Style Definitions */ 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 deductibleThank you, [redacted]
Please find response to complaint, customers signed contract and coverage booklet attached.Dear Ms***: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 decisionAs Premier is the obligor and the administratorof the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWehave 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 noiseDriving the vehicle caused additional andpreventable damage that is not covered by the service contractThe 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:Damage, failure or Breakdown caused or exacerbated by the continued operation of thevehicle while in a failed or failing conditionDamage, 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 authorizedThe 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., $(after $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: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 ContractPlease 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 apparentIf 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
Dear Ms***, We are in receipt of your email dated January 29, 2016, regarding a claim made under Ms***’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”)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 Ms***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 found that it was properly adjudicated.Ms***’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three – Agreement General Provision; B- 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 Agreement will be denied or reducedYou must retain all sales receipts, invoices or work orders showing the date kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sizedThe dealer reported that the main bearings came apartWe requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customerThe dealer did provide a letter from a third party stating all oil changes performed starting but was not able to provide actual documentation per the customers Service AgreementWe advised the dealer, that although Ms [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us backAfter teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms***’s Service Agreement (copy enclosed)Section Three – Agreement General Provision; D- Exclusions A Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by wear and tear.Our claim staff was then contacted on November 17, by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motorThe vehicle was then re-inspected on December 28, and no defect other than wear was found with the oil pumpThe second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent in 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 the matterSincerely[redacted] Legal Department Consumer Relations
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.Thank you for the timely responseI am still very unsatisfied with how this is being handledI told multiple company reps that I never had a copy of the contract or pamphletI had to call my original dealership that I had purchased the car from to obtain a phone number to even contact PBS(Premier Dealer Services)A very nice rep named [redacted] emailed me a copy of the pamphletI know what should have been done in regards to receipts after the fact, but that is not what was told to meThis is where I do not agree with your assessment of the situationMaintenance was kept up and according to the repair facility, it was evident by the entire engine being "well maintained", clean inside and now other evidence of insufficient lubricationIn a recent conversation with the service repair facility( [redacted] ***), they informed me that they in fact never even spoke to the PBS adjuster that came to inspect the carSo, is this another statement by PBS to place blame on the consumer, so they(PBS) do not have to cover a claim? Not having receipts is not the issueThe issue, is that if the PBS claims adjuster would have informed me that receipts were needed, I would have taken an entirely different route in regards to getting my car repairedSo YES, the misstatement about receipts directly impacts this claimYour company set this in motion with their incorrect informationIf I would have had the RIGHT information, I would have looked at all my options before proceeding with the tear down and costly work on my carWhy in the world would I have asked about receipts if I had any knowledge of the exclusions in the contract? I would notYou agree that the PBS claims rep misstated the information in my contract, so how is that on me? And now you want to say OOPS, you were given the wrong information, but you are wrong for following what you thought was the correct procedureReally? After carefully reviewing your response, I still do not agree with your assessment of the situation or the importance of the incorrect information that I was given by PBS. Thank you for Regards, Deceived Consumer [redacted] ***
Please find response and documentation attached.Dear Ms***,We are in receipt of your customer complaint dated November 14, regarding a claim made under Mr.***’s “No Use No Lose Agreement” (hereinafter "Agreement”)As a member of the legal department, Ihave been asked to respond to the request for a clarification as to basis of the claim decision.In this case the Agreement sets out the criteria required to qualify for the refund, which unfortunately wasnot complied withIt is Mr***’s responsibility to follow the terms of the Agreement as stated underSection “Request for Benefits,” which requires the request to be made to the Administrator within daysto the of the Vehicle Service Contract (“VSC”) expiration date or within 2,miles of the VSC expirationodometer reading (copy enclosed)Although the request may have been made to the dealership within theallowable timeframe, the documents were not submitted to the Administrator within the allowabletimeframeHowever, the claim was nonetheless submitted to the underwriter of the program and it wassubsequently declined based on the aforementioned.If in fact the dealer is the responsible party for the delay of the submission of the request to the Administratorthat resulted in the denial of coverage, we recommend that Mr [redacted] seek reimbursement from the dealer, inthat their error/delay was the proximate cause of the claim denial.By stating the 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] ***Legal Department [redacted]