See attached response and customers coverage booklet.We are in receipt of your Revdex.com complaint dated August 18, regarding a claim made under Mr.***’s Premier Classic Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I am responding to your request for clarification as to the concernsexpressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers allinquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found thatit was properly adjudicated.Please review Mr***’s service contract under Section 8, Contract General Provisions, 8C Limits of Liability(copy enclosed):The total of all benefits paid or payable under this Contract shall not exceed the Vehicle purchase priceThe totalbenefits payable for any single repair, repairs or replacement shall not exceed the actual cash value of the Vehicleimmediately prior to the BreakdownThis determination of the Vehicle’s actual cash value will be made using thetravalue for an average condition vehicle as published in the most recent National Automobile DealersAssociation (NADA) guide.Mr***’s current NADA average condition travalue of his vehicle is $5,and the repair facility’s repairorder that was submitted was in the amount of $10,Due to the Limits of Liability the amountapproved/authorized for this repair is $5,If Mr [redacted] would like this amount paid toward is repair order, pleasehave Mr [redacted] contact the repair facility and authorize the required repairs and then the repair facility will submit afinal invoice for our payment of approved amountMr [redacted] may also have his vehicle repaired at a different repairfacility that facility will need to submit a final invoice for payment as well.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparentIf you obtain any information, whether or not requested herein, which may bepertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely, [redacted] ***Legal DepartmentConsumer Relations?
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 1. The heater is faulty as evidenced by this being the third time the heat has not worked appropriately and I have had to take it in for service. This is the second time it has not worked this winter.2. The suggested repair is just that, a suggestion, as the dealer does not know if that will fix the problem. They were told that it "may" be clogged and that flushing the system "might" fix the problem.I believe the warranty I purchased should pay for me to have a working heater that does not need to be continually fixed Regards, [redacted]
Dear Mr [redacted] ,We are in receipt of Ms***’s complaint dated January 5, 2018, regarding a claim made under herPremier Performance Vehicle Service Contract (hereinafter "Service Contract")As a member of PremierDealer Services, Inc (“Premier”) legal department, I have been asked to respond to Ms***’s claimand for clarification as to basis of her claim decisionAs Premier is the obligor and the administrator ofthe Service Contract, Premier answers all inquiries concerning contract terms and claim decisions.On December 19, 2017, [redacted] Automall the repair facility called in stating that customer had thefollowing complaint, the check engine light was onWe requested maintenance history from the repairfacility and received that back from them on December 20, 2017.We informed the repair facility the Ms [redacted] would need to authorize teardown to be able to show causeand extent of damages once that is done and in order to properly diagnose the vehicle we would send outan independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The repair facility called us back on December 26, that the vehicle had been torn down and wasready to be inspected.The inspectors finding were as follows:Failed Components/Extent of DamageCode PExhaust camshaft position performanceTiming chain has excessive slack in it.Travel up and down is about one inchTop end of engine was clean of sludge and has very lightvarnishNo father tear down had been completed.Cause of FailureCondition is consistent with metal fatigue of timing chain.Since the inspector was only able to verify a failure with the timing chain, which the repair facility agreedwith per enclosed inspection sheet, and per verbal verification from the inspector the repair facility nevershowed them any codes for actuators that stuck openHowever in the interest of customer satisfaction wewill reimburse Ms [redacted] $144.96, which is the part cost of the exhaust actuator, as the code set was forExhaust Camshaft Position PerformanceDue to the fact that the repair wasn’t verified and repairedwithout prior authorization we will not be able to reimburse Ms [redacted] for the additional cost.Please see Section 1, Definitions, Subsection K Exclusions of Ms***’s Service Contract (copyenclosed):This Service Contract does NOT provide coverage for any of the following:Any repair and/or replacement not authorized by Us prior to the commencement of therepair and/or replacement or for loss, damage or expense arising from or incurred inconnection with repairs performed without receipt of prior authorized from UsComponents or parts, which have not failed or resulted in a verifiable Breakdown, but arereplaced based on the manufacturer’s or repair facility’s recommendation or replaced dueto manufacturer redesign or updateRepair a Covered Part if a Breakdown had not occurred or if the wear on the part has notexceeded the published field tolerance allowed by the manufacture.Ms [redacted] will receive the reimbursement from us within 7-business days and will be mailed to the [redacted] Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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.By stating our coverage position, we in no way intend to waive or be estopped in regard to any other basiswhich may or may not be presently apparent.Sincerely, [redacted] ***
April 24, 2018BBB of San DiegoAttn: Robert [redacted] 4747 Viewridge Ave #200San Diego, CA 92123-1688Re: Consumer Name: [redacted] Contract Number: [redacted] Claim Number: [redacted] Your Compliant ID: [redacted] Dear Mr. [redacted] ,We are in receipt of Mr. [redacted] ’s complaint dated April 23, 2018, regarding a... claim made under hisPremier Essential Service Contract (hereinafter “Service Contract”). As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I have been asked to respond to Mr. [redacted] ’s complaint.As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiriesconcerning contract terms and claim decisions.Our file indicates that there has been ongoing communications between our claims staff and Mr. [redacted] in regards to obtaining the complete paperwork necessary to process the rental reimbursementrequest, which we did receive on February 26, 2018. We do show that Mr. [redacted] ’s reimbursementcheck is in process for $225.00 and he should be receiving his reimbursement within the next 10 businessdays.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I am not aware of any resolution to this issue - or arrangement that has been made with the dealership. 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 The premier response is completely absurdYes, the slide motor and cables was torn loose from the slide out wall due to the malfunctioning of the slide movementThe slide was teetering on falling out of the trailer unto the groundThe slide had to be readjusted and the motor and cables reattached to frameThe trailer could not even be moved without the work being done by a mobile service which was approved by PremierI believe no matter what warranty repair is submitted to Premier they will make an excuse for not covering the repair 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 Attached please see copies of my warranty hand book regarding covered items and my exclusionsNo where is it listed that a software failure requiring a reprogram or as they put it a "SIMPLE REPROGRAM" is still not coveredThe vehicle was not abused, performed all the tasks it needed to by following what the COMPUTER told it what to doThis resulted in having multiple issues happeningSo as it seems, a covered item failed, resulting in damaging an uncovered item, and this company is failing to see this and correct the issue by replacing the damaged engine, and programming the computer. Regards, [redacted]
Attached please find response, customer Declarations page and Coverage Booklet.Dear Ms***We are in receipt of your letter dated October 26, regarding a claim made under Mr [redacted] ’ PreserveExtended Protection Plan (hereinafter "Protection Plan")As a member of Premier Dealer Services, Inc(“Premier”) legal department, I have been asked to respond to your request for a clarification as to basisof Mr [redacted] ’ claim decisionAs Premier is the obligor and the administrator of the Protection Plan,Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claimin question and found that it was properly adjudicated.Per [redacted] the repair facility, they stated “the bolts that hold the fan broke off and allowed thefan to come off” they also informed us that “the fan was okay and just needed the bolts replaced.” Mr[redacted] ’ Service Contract excludes the repair or replacement of bolts, please review, Section SixExclusions(copy enclosed):This Contract does not provide coverage for:Repair to any part(s) of the Motor Home or Travel Trailer not specifically listed as a “CoveredPart” corresponding to the coverage plan selected on the ScheduleThe following parts: tires, wheels, carburetor, battery, battery cables, shock absorbers, manualtransmission clutch assembly (friction clutch disc, pressure plate and throw out and pilot bearing),manual and hydraulic linkages, transmission and brake cables, distributor cap and rotor, safetyrestraint systems (including air bags), glass, lenses, headlamps and projection lamp assemblies,sealed beams, light bulbs, fuses, circuit breakers, brake rotors and drums, exhaust pipes, emissioncomponents, windshield wiper arms, weather strips, window seals, door seals, trim, moldings,bright metal, chrome, upholstery and carpet zippers, nuts, bolts, and fasteners, freeze plugs, cupholders, ash trays, dash pad, squeaks, rattles, water leaks, wind noise, seat frames, paint, outsideornamentation, inside and outside door handles, hinges, mirrors, mirror hinges, mirror housings,hubcaps, bumpers, body sheet metal and panels, body parts, frame, brackets and structural bodyparts and/or video game systems; personal computer systems including monitors and printers.Since the bolts are an excluded item in Mr [redacted] ’ Service Contract we were unable to authorize hisclaim.We believe that this claim was adjudicated in accordance with the terms and conditions of coverage basedon the facts as presented by the repair facility.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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
We have reviewed the rebuttal correspondence dated August 22, 2017, however it did not contain any new information that would help resolve the claim in questionAs such, our position remains as previously stated in our letter dated August 23, 2017, attached for your reviewHowever, Ms [redacted] ’s rebuttal mentioned that she has had an Osensors replaced on her vehicle; we have no record of this claim being called in to usPlease have Ms [redacted] fax the repair order(s) to our claims manager [redacted] *at [redacted] and he will review the repair order(s) for possible reimbursement As an aside, Ms [redacted] references complaints made against Premier on the Revdex.com websiteWhile that may sound extreme, please keep in mind that during that same period we have processed over 354, Vehicle Service Contract claims, as such 99.98871% of the Vehicle Service Contract claims we have adjudicated are concluded satisfactorily with no complaints to the Revdex.com Again, we thank you for the opportunity to respond to this matter Sincerely [redacted] ***
We are in receipt of your letter dated October 28, and received in our office on November 4, Please be advised that the vehicle service contract refund agreement ("Refund Agreement") is between Mr [redacted] and Servco Pacific, Incor its affiliate (“Servco”)Premier Dealer Services, Inc(“Premier”) administers the Refund Agreement on Servco's behalfAs the administrator, Premier is responsible for the adjudication of refund claims based upon the express terms, conditions, limitations, and exclusions contained in the Refund AgreementWe have reopened and reviewed Mr [redacted] ’s claim and the decision was made to process the claim for paymentThe payment to Mr [redacted] ’s was issued November 3, 2014, please note that check was returned by the post office and we have contacted Mr [redacted] and he gave us an alternate address to mail the check to We now find this matter closed and is pertains to Premier Dealer Services, Inc(hereinafter “Premier’) Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or be estopped in regard to any other basis that may or may not be presently 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
See attached responseThis letter is in response to the information Mr [redacted] submitted on July 29, 2016.The service contract maintenance requirements should have been reviewed by the owner when the vehicle was first purchasedAs such, the maintenance requirements would have (should have) been followed prior to the current breakdown, and therefore the service receipts showing the dates and parts used would have been retained as requiredIt was not until the current breakdown that the complainant spoke to the claim representative, who we agree misinformed him of the requirement to provide those maintenance receiptsBut keep in mind all of the prior required maintenance receipts should have been kept up to that pointIn essence, the misstatement regarding providing receipts should not impact their availability, because prior to the conversation the complainant would have followed the service contract’s requirements to do soThe only way the claim representative’s misstatement would have an impact, is if the complainant threw away the prior maintenance receipts after that conversation, which has never been mentioned as occurring, and to claim that is the case now would clearly be self-servingWe addressed the maintenance receipt requirements in our response to make sure all parties are aware of the provision to produce them in the event they are needed in the futureIn this case the lack thereof was not the basis for the claim denialThe claim was denied as previously stated, because the damage was the result of a lack of lubrication, which is excludedThose findings were that of an independent mechanical inspectorThe repair facility then reviewed those findings and concurredAfter carefully reviewing the claim file, we believe the claim decision is correct based on the terms and conditions of coverage.Again, we thank you for the opportunity to respond to this matter.Sincerely, [redacted] ***
See attached response and customers coverage booklet.We are in receipt of your Revdex.com complaint dated August 18, regarding a claim made under Mr.***’s Premier Classic Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I am responding to your request for clarification as to the concernsexpressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers allinquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found thatit was properly adjudicated.Please review Mr***’s service contract under Section 8, Contract General Provisions, 8C Limits of Liability(copy enclosed):The total of all benefits paid or payable under this Contract shall not exceed the Vehicle purchase priceThe totalbenefits payable for any single repair, repairs or replacement shall not exceed the actual cash value of the Vehicleimmediately prior to the BreakdownThis determination of the Vehicle’s actual cash value will be made using thetravalue for an average condition vehicle as published in the most recent National Automobile DealersAssociation (NADA) guide.Mr***’s current NADA average condition travalue of his vehicle is $5,and the repair facility’s repairorder that was submitted was in the amount of $10,Due to the Limits of Liability the amountapproved/authorized for this repair is $5,If Mr [redacted] would like this amount paid toward is repair order, pleasehave Mr [redacted] contact the repair facility and authorize the required repairs and then the repair facility will submit afinal invoice for our payment of approved amountMr [redacted] may also have his vehicle repaired at a different repairfacility that facility will need to submit a final invoice for payment as well.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparentIf you obtain any information, whether or not requested herein, which may bepertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely, [redacted] ***Legal DepartmentConsumer Relations
Attached response, consumer contract and coverage bookletWe are in receipt of your customer complaint dated October 15, regarding a claim made underMs [redacted] ’s Premier Performance vehicle service contract (hereinafter "Service Contract")As amember of Premier Dealer Services, Inc (“Premier”) legal department, I have been asked to respond toMr [redacted] ’s request for a clarification as to basis of Ms [redacted] ’s claim decisionAs Premier is theobligor and the administrator of the Service Contract, Premier answers all inquiries concerning contractterms and claim decisions.After careful consideration it is our opinion that the claim was in fact adjudicated in accordance with theterms of the service contract, i.e., the failure of a nut, bolt or fastener (as is the case here) is notcovered, and is in fact excludedSee exclusions, Section Three “Contract General Provisions” SubsectionD “Exclusions” of Ms [redacted] ’s service contract:Section D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Service adjustments/cleaning, a contaminated fuel system, air conditioning recharge,batteries/battery cables, bolts and fasteners, belts, brakes (drums, shoes, linings, discrotors and pads), exhaust system (including catalytic converter), filters, lights (bulbs,sealed beam and lenses), manual clutch, pressure plate, throw out bearings, clutchmaster or slave cylinder, manual transmission clutch disc and lining, shock absorbers,spark plugs and wires, squeaks or other noises, tires, tune-ups, wheel balancing andalignment, wheel studs, wiper blades, shop supplies, friction materials, glass, hoses(except steering and air conditioning)Filters, lubricants, coolants and refrigerants willbe covered only if replacement is required in connection with a Breakdown.Similarly, any consequential damage that such failure may contribute to is also excluded.However, we also realize that in that this particular bolt is holds the Camshaft Sprocket in place and itsfailure may cause internal engine damage, which the complainant may believe should be coveredregardless of the cause (an incorrect position)As such, we will provide reimbursement based on theevaluation of the repair order illustrating the repairs performed, as would be applicable under theservice contract terms had the claim been originally approvedPlease provide to us a copy via fax at [redacted] Attn: ***, of the paid repairs for our evaluation and additional consideration.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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 response and customers coverage booklet.We are in receipt of your Revdex.com complaint dated August 18, regarding a claim made under Mr.***’s Premier Classic Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I am responding to your request for clarification as to the concernsexpressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers allinquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found thatit was properly adjudicated.Please review Mr***’s service contract under Section 8, Contract General Provisions, 8C Limits of Liability(copy enclosed):The total of all benefits paid or payable under this Contract shall not exceed the Vehicle purchase priceThe totalbenefits payable for any single repair, repairs or replacement shall not exceed the actual cash value of the Vehicleimmediately prior to the BreakdownThis determination of the Vehicle’s actual cash value will be made using thetravalue for an average condition vehicle as published in the most recent National Automobile DealersAssociation (NADA) guide.Mr***’s current NADA average condition travalue of his vehicle is $5,and the repair facility’s repairorder that was submitted was in the amount of $10,Due to the Limits of Liability the amountapproved/authorized for this repair is $5,If Mr [redacted] would like this amount paid toward is repair order, pleasehave Mr [redacted] contact the repair facility and authorize the required repairs and then the repair facility will submit afinal invoice for our payment of approved amountMr [redacted] may also have his vehicle repaired at a different repairfacility that facility will need to submit a final invoice for payment as well.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparentIf you obtain any information, whether or not requested herein, which may bepertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely, [redacted] ***Legal DepartmentConsumer Relations?
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 1. The heater is faulty as evidenced by this being the third time the heat has not worked appropriately and I have had to take it in for service. This is the second time it has not worked this winter.2. The suggested repair is just that, a suggestion, as the dealer does not know if that will fix the problem. They were told that it "may" be clogged and that flushing the system "might" fix the problem.I believe the warranty I purchased should pay for me to have a working heater that does not need to be continually fixed Regards, [redacted]
Dear Mr [redacted] ,We are in receipt of Ms***’s complaint dated January 5, 2018, regarding a claim made under herPremier Performance Vehicle Service Contract (hereinafter "Service Contract")As a member of PremierDealer Services, Inc (“Premier”) legal department, I have been asked to respond to Ms***’s claimand for clarification as to basis of her claim decisionAs Premier is the obligor and the administrator ofthe Service Contract, Premier answers all inquiries concerning contract terms and claim decisions.On December 19, 2017, [redacted] Automall the repair facility called in stating that customer had thefollowing complaint, the check engine light was onWe requested maintenance history from the repairfacility and received that back from them on December 20, 2017.We informed the repair facility the Ms [redacted] would need to authorize teardown to be able to show causeand extent of damages once that is done and in order to properly diagnose the vehicle we would send outan independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The repair facility called us back on December 26, that the vehicle had been torn down and wasready to be inspected.The inspectors finding were as follows:Failed Components/Extent of DamageCode PExhaust camshaft position performanceTiming chain has excessive slack in it.Travel up and down is about one inchTop end of engine was clean of sludge and has very lightvarnishNo father tear down had been completed.Cause of FailureCondition is consistent with metal fatigue of timing chain.Since the inspector was only able to verify a failure with the timing chain, which the repair facility agreedwith per enclosed inspection sheet, and per verbal verification from the inspector the repair facility nevershowed them any codes for actuators that stuck openHowever in the interest of customer satisfaction wewill reimburse Ms [redacted] $144.96, which is the part cost of the exhaust actuator, as the code set was forExhaust Camshaft Position PerformanceDue to the fact that the repair wasn’t verified and repairedwithout prior authorization we will not be able to reimburse Ms [redacted] for the additional cost.Please see Section 1, Definitions, Subsection K Exclusions of Ms***’s Service Contract (copyenclosed):This Service Contract does NOT provide coverage for any of the following:Any repair and/or replacement not authorized by Us prior to the commencement of therepair and/or replacement or for loss, damage or expense arising from or incurred inconnection with repairs performed without receipt of prior authorized from UsComponents or parts, which have not failed or resulted in a verifiable Breakdown, but arereplaced based on the manufacturer’s or repair facility’s recommendation or replaced dueto manufacturer redesign or updateRepair a Covered Part if a Breakdown had not occurred or if the wear on the part has notexceeded the published field tolerance allowed by the manufacture.Ms [redacted] will receive the reimbursement from us within 7-business days and will be mailed to the [redacted] Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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.By stating our coverage position, we in no way intend to waive or be estopped in regard to any other basiswhich may or may not be presently apparent.Sincerely, [redacted] ***
April 24, 2018BBB of San DiegoAttn: Robert [redacted] 4747 Viewridge Ave #200San Diego, CA 92123-1688Re: Consumer Name: [redacted] Contract Number: [redacted] Claim Number: [redacted] Your Compliant ID: [redacted] Dear Mr. [redacted] ,We are in receipt of Mr. [redacted] ’s complaint dated April 23, 2018, regarding a... claim made under hisPremier Essential Service Contract (hereinafter “Service Contract”). As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I have been asked to respond to Mr. [redacted] ’s complaint.As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiriesconcerning contract terms and claim decisions.Our file indicates that there has been ongoing communications between our claims staff and Mr. [redacted] in regards to obtaining the complete paperwork necessary to process the rental reimbursementrequest, which we did receive on February 26, 2018. We do show that Mr. [redacted] ’s reimbursementcheck is in process for $225.00 and he should be receiving his reimbursement within the next 10 businessdays.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I am not aware of any resolution to this issue - or arrangement that has been made with the dealership. 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 The premier response is completely absurdYes, the slide motor and cables was torn loose from the slide out wall due to the malfunctioning of the slide movementThe slide was teetering on falling out of the trailer unto the groundThe slide had to be readjusted and the motor and cables reattached to frameThe trailer could not even be moved without the work being done by a mobile service which was approved by PremierI believe no matter what warranty repair is submitted to Premier they will make an excuse for not covering the repair 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 Attached please see copies of my warranty hand book regarding covered items and my exclusionsNo where is it listed that a software failure requiring a reprogram or as they put it a "SIMPLE REPROGRAM" is still not coveredThe vehicle was not abused, performed all the tasks it needed to by following what the COMPUTER told it what to doThis resulted in having multiple issues happeningSo as it seems, a covered item failed, resulting in damaging an uncovered item, and this company is failing to see this and correct the issue by replacing the damaged engine, and programming the computer. Regards, [redacted]
Attached please find response, customer Declarations page and Coverage Booklet.Dear Ms***We are in receipt of your letter dated October 26, regarding a claim made under Mr [redacted] ’ PreserveExtended Protection Plan (hereinafter "Protection Plan")As a member of Premier Dealer Services, Inc(“Premier”) legal department, I have been asked to respond to your request for a clarification as to basisof Mr [redacted] ’ claim decisionAs Premier is the obligor and the administrator of the Protection Plan,Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claimin question and found that it was properly adjudicated.Per [redacted] the repair facility, they stated “the bolts that hold the fan broke off and allowed thefan to come off” they also informed us that “the fan was okay and just needed the bolts replaced.” Mr[redacted] ’ Service Contract excludes the repair or replacement of bolts, please review, Section SixExclusions(copy enclosed):This Contract does not provide coverage for:Repair to any part(s) of the Motor Home or Travel Trailer not specifically listed as a “CoveredPart” corresponding to the coverage plan selected on the ScheduleThe following parts: tires, wheels, carburetor, battery, battery cables, shock absorbers, manualtransmission clutch assembly (friction clutch disc, pressure plate and throw out and pilot bearing),manual and hydraulic linkages, transmission and brake cables, distributor cap and rotor, safetyrestraint systems (including air bags), glass, lenses, headlamps and projection lamp assemblies,sealed beams, light bulbs, fuses, circuit breakers, brake rotors and drums, exhaust pipes, emissioncomponents, windshield wiper arms, weather strips, window seals, door seals, trim, moldings,bright metal, chrome, upholstery and carpet zippers, nuts, bolts, and fasteners, freeze plugs, cupholders, ash trays, dash pad, squeaks, rattles, water leaks, wind noise, seat frames, paint, outsideornamentation, inside and outside door handles, hinges, mirrors, mirror hinges, mirror housings,hubcaps, bumpers, body sheet metal and panels, body parts, frame, brackets and structural bodyparts and/or video game systems; personal computer systems including monitors and printers.Since the bolts are an excluded item in Mr [redacted] ’ Service Contract we were unable to authorize hisclaim.We believe that this claim was adjudicated in accordance with the terms and conditions of coverage basedon the facts as presented by the repair facility.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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
We have reviewed the rebuttal correspondence dated August 22, 2017, however it did not contain any new information that would help resolve the claim in questionAs such, our position remains as previously stated in our letter dated August 23, 2017, attached for your reviewHowever, Ms [redacted] ’s rebuttal mentioned that she has had an Osensors replaced on her vehicle; we have no record of this claim being called in to usPlease have Ms [redacted] fax the repair order(s) to our claims manager [redacted] *at [redacted] and he will review the repair order(s) for possible reimbursement As an aside, Ms [redacted] references complaints made against Premier on the Revdex.com websiteWhile that may sound extreme, please keep in mind that during that same period we have processed over 354, Vehicle Service Contract claims, as such 99.98871% of the Vehicle Service Contract claims we have adjudicated are concluded satisfactorily with no complaints to the Revdex.com Again, we thank you for the opportunity to respond to this matter Sincerely [redacted] ***
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We are in receipt of your letter dated October 28, and received in our office on November 4, Please be advised that the vehicle service contract refund agreement ("Refund Agreement") is between Mr [redacted] and Servco Pacific, Incor its affiliate (“Servco”)Premier Dealer Services, Inc(“Premier”) administers the Refund Agreement on Servco's behalfAs the administrator, Premier is responsible for the adjudication of refund claims based upon the express terms, conditions, limitations, and exclusions contained in the Refund AgreementWe have reopened and reviewed Mr [redacted] ’s claim and the decision was made to process the claim for paymentThe payment to Mr [redacted] ’s was issued November 3, 2014, please note that check was returned by the post office and we have contacted Mr [redacted] and he gave us an alternate address to mail the check to We now find this matter closed and is pertains to Premier Dealer Services, Inc(hereinafter “Premier’) Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or be estopped in regard to any other basis that may or may not be presently 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
They offered to pay $I was charged over $
See attached responseThis letter is in response to the information Mr [redacted] submitted on July 29, 2016.The service contract maintenance requirements should have been reviewed by the owner when the vehicle was first purchasedAs such, the maintenance requirements would have (should have) been followed prior to the current breakdown, and therefore the service receipts showing the dates and parts used would have been retained as requiredIt was not until the current breakdown that the complainant spoke to the claim representative, who we agree misinformed him of the requirement to provide those maintenance receiptsBut keep in mind all of the prior required maintenance receipts should have been kept up to that pointIn essence, the misstatement regarding providing receipts should not impact their availability, because prior to the conversation the complainant would have followed the service contract’s requirements to do soThe only way the claim representative’s misstatement would have an impact, is if the complainant threw away the prior maintenance receipts after that conversation, which has never been mentioned as occurring, and to claim that is the case now would clearly be self-servingWe addressed the maintenance receipt requirements in our response to make sure all parties are aware of the provision to produce them in the event they are needed in the futureIn this case the lack thereof was not the basis for the claim denialThe claim was denied as previously stated, because the damage was the result of a lack of lubrication, which is excludedThose findings were that of an independent mechanical inspectorThe repair facility then reviewed those findings and concurredAfter carefully reviewing the claim file, we believe the claim decision is correct based on the terms and conditions of coverage.Again, we thank you for the opportunity to respond to this matter.Sincerely, [redacted] ***
See attached response and customers coverage booklet.We are in receipt of your Revdex.com complaint dated August 18, regarding a claim made under Mr.***’s Premier Classic Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier DealerServices, Inc.’s (“Premier”) legal department, I am responding to your request for clarification as to the concernsexpressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers allinquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found thatit was properly adjudicated.Please review Mr***’s service contract under Section 8, Contract General Provisions, 8C Limits of Liability(copy enclosed):The total of all benefits paid or payable under this Contract shall not exceed the Vehicle purchase priceThe totalbenefits payable for any single repair, repairs or replacement shall not exceed the actual cash value of the Vehicleimmediately prior to the BreakdownThis determination of the Vehicle’s actual cash value will be made using thetravalue for an average condition vehicle as published in the most recent National Automobile DealersAssociation (NADA) guide.Mr***’s current NADA average condition travalue of his vehicle is $5,and the repair facility’s repairorder that was submitted was in the amount of $10,Due to the Limits of Liability the amountapproved/authorized for this repair is $5,If Mr [redacted] would like this amount paid toward is repair order, pleasehave Mr [redacted] contact the repair facility and authorize the required repairs and then the repair facility will submit afinal invoice for our payment of approved amountMr [redacted] may also have his vehicle repaired at a different repairfacility that facility will need to submit a final invoice for payment as well.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis thatmay or may not be presently apparentIf you obtain any information, whether or not requested herein, which may bepertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely, [redacted] ***Legal DepartmentConsumer Relations
Attached response, consumer contract and coverage bookletWe are in receipt of your customer complaint dated October 15, regarding a claim made underMs [redacted] ’s Premier Performance vehicle service contract (hereinafter "Service Contract")As amember of Premier Dealer Services, Inc (“Premier”) legal department, I have been asked to respond toMr [redacted] ’s request for a clarification as to basis of Ms [redacted] ’s claim decisionAs Premier is theobligor and the administrator of the Service Contract, Premier answers all inquiries concerning contractterms and claim decisions.After careful consideration it is our opinion that the claim was in fact adjudicated in accordance with theterms of the service contract, i.e., the failure of a nut, bolt or fastener (as is the case here) is notcovered, and is in fact excludedSee exclusions, Section Three “Contract General Provisions” SubsectionD “Exclusions” of Ms [redacted] ’s service contract:Section D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Service adjustments/cleaning, a contaminated fuel system, air conditioning recharge,batteries/battery cables, bolts and fasteners, belts, brakes (drums, shoes, linings, discrotors and pads), exhaust system (including catalytic converter), filters, lights (bulbs,sealed beam and lenses), manual clutch, pressure plate, throw out bearings, clutchmaster or slave cylinder, manual transmission clutch disc and lining, shock absorbers,spark plugs and wires, squeaks or other noises, tires, tune-ups, wheel balancing andalignment, wheel studs, wiper blades, shop supplies, friction materials, glass, hoses(except steering and air conditioning)Filters, lubricants, coolants and refrigerants willbe covered only if replacement is required in connection with a Breakdown.Similarly, any consequential damage that such failure may contribute to is also excluded.However, we also realize that in that this particular bolt is holds the Camshaft Sprocket in place and itsfailure may cause internal engine damage, which the complainant may believe should be coveredregardless of the cause (an incorrect position)As such, we will provide reimbursement based on theevaluation of the repair order illustrating the repairs performed, as would be applicable under theservice contract terms had the claim been originally approvedPlease provide to us a copy via fax at [redacted] Attn: ***, of the paid repairs for our evaluation and additional consideration.Please be advised that by stating Premier’s coverage position, Premier in no way intends to waive or beestopped in regard to any other basis that may or may not be presently 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