Palmer Administrative Services

Attached please find our response to the rejection.Thank you.

[redacted] Revdex.com 1262 White Horse-Hamilton Square Road Hamilton, New Jersey 08690   January 16,...

2017                                      ...⇄ RE: [redacted]                                         ...⇄ [redacted]   Dear [redacted]   [redacted] purchased his service agreement from American Automotive Administrative Services of Deerfield Beach Florida; not us.  It is my understanding that [redacted] was refunded by American Automotive Administrative Services on January 1st.   Sincerely,   Michael B. S[redacted] President

Ms. [redacted]Revdex.com of Southern &Central New Jersey1262 Whitehorse Hamilton Square RoadTrenton, New Jersey 08690February 24,...

2015                                      ...⇄ RE:[redacted]                                 �...⇄ #[redacted] Dear Ms. [redacted],Mr. [redacted] purchased his service agreement from [redacted] of [redacted]; not us.  Palmer Administrative Services is the Third PartyAdministrator of your Service Agreement. Palmer adjudicates claims for the service agreement you purchased.We have been able to confirm that [redacted] issued a refund for your deposit.  We have issued a refund foryour first payment of $115.88 (check # [redacted]). Sincerely, [redacted]President

Dear Ms. [redacted],[redacted] purchased his service agreement from US [redacted] and gave his initial deposit to US [redacted]; NOT US.  US [redacted] solicited [redacted] NOT US.  Palmer Administrative Services is a third party administrator licensed to...

adjudicate claims and administer vehicle service agreements.  Palmer has secured a refund for [redacted] four payments he as made. Sincerely,[redacted] B. S[redacted]President

Dear [redacted]
We have never called [redacted].  Additionally the Caller ID [redacted] identifies is not ours.
 
Sincerely,
[redacted]
President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted] phone number was placed on our In House Do Not Call List on July 15th.Sincerely,Michael B. S[redacted]President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I received my refund. Thank-you! Whoever I talked to regarding this extended warranty was totally misleading,an expert at confusing people and also very rude!! I am glad that this is done!!

Complaint: [redacted]
I am rejecting this response because:
I received the refund on Jan. 7, 2017. However, I continue to get phone calls from them and their affiliates, for a warranty on the same car they have already told me they do NOT cover. Why are they still soliciting me and asking for money when they good and well know they won't cover my car?? Please stop requesting payment for a service you do not offer. I would like the calls to cease.
Last phone call about this was received today, 1/23/2017 at 11:27am.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The failure experienced in my transmission was as a result of a failed clutch-pack for only one of the gears. Once my car would reach the faulty gear (4th gear), the...

transmission would slip, and the vehicle would become locked in fail-safe mode, only allowing you to drive the car a short distance at a slow speed (~5-10mph) to avoid further damage. This failure would render the car effectively inoperable, which is not consistent with the warranty company's determination of a "gradual reduction in performance".  Based on the manufacturer ([redacted]) and my local dealer, considering my car had been properly serviced/maintained within the manufacturer's specifications, the failure of only one clutch-pack on a transmission with less than 70,000 miles would not be consistent with the definition of "normal wear and tear". If the Warranty Company had no intention of fulfilling their obligation of covering legitimate repair requests, they shouldn't have listed the transmission as a covered part, required me to pay ~$2,200 to have the transmission disassembled for their "agent" to agree that a failure existed, or written the contract with legalize which greatly reduces the likelihood of a claim being approved.I am not a lawyer or a mechanic, however I am a reasonably intelligent consumer.  I had not received the full terms and restrictions of the agreement until well after I filed my claim for repair, despite making numerous requests. The first time I received a copy of the contract was in late January 2015. Had I known how restrictive the warranty was written in favor of [redacted], I never would've purchased this plan with the expectation that it would truly provide the coverage I believed I was being sold.
Regards,
[redacted]

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

12/28/2017Dear I have received and reviewed [redacted] complaint. [redacted] claim was for the vehicle wheel bearing. [redacted] did have the repair completed prior to starting the claim which resulted in the claim being denied for no prior authorization. As a goodwill gesture we have...

adjusted the claim to what would have been the authorized approval in the amount of $284.47. [redacted] should receive the claim check within the next few days.Please contact me at [redacted] if you have any further questions or concerns. Thank you,Anthony R[redacted] Claims Manage

Complaint: [redacted]
I am rejecting this...

response because:I just received another call this past Thursday from this "[redacted] C[redacted]" from [redacted] from "Warranty Activation". I don't know if it is a third party that connects with Palmer Administrative after, but the time I played along and she connected me to another party, the gentleman identified himself as working for Palmer Administrative from New Jersey. So, this person responding to the complaint may have been telling a literal truth in saying they never called me....if they use a third party to do it, then connect to them. Either way, I want it to stop.
Regards,
[redacted]

They have called me 3X a day for about 9 months now. I told them to remove my name from their call list and the calls actually starting happening more frequently. They call me every day multiple times a day no matter how many times I tell them to stop. I actually decided today to listen to their entire sales call. At the end of the call I asked for their company name and if I would have any issues with this service if I used it. He assured me I wouldn't. They really know their stuff. When transferred over to the finance dept to tell me what my rate would be, I told him I wanted to do some research first before deciding. Well this is where I ended up! I am so glad I researched this first before purchasing. However when I hung up with them they called me 3 more times back to back. Guess I will have to figure out another way to block their number. Just my personal opinion a legitimate warranty company would not need to call you 3 times a day to force people for their business. Just an FYI if your car loan is financed through a bank or CU they offer an extended warranty plan you can add on to your loan for this coverage. It is called collateral protection insurance and works the same way as this warranty only it is legit.

I had a five year warrant, I paid off in 18 months, I traded my car after two years, I've been to get my refund, for over a month, the contract says refund in 15 days, if you trade or sell your car.every time I call they tell me next week, I tried to use the warrant once, they denied me told me I only had power train warrant, it stayed extended warrent.

Review: Keep calling my cell phone even though I requested them to stop calling me about a warranty.

Business

Response:

Dear [redacted] phone number was placed on our In House Do Not Call List on July 15th.Sincerely,Michael B. S[redacted]President

Consumer

Response:

Review: [redacted]

I am rejecting this response because I requested this multiple times before I had to submit a claim to the Revdex.com. I have also received one call since 7/15 from the company. These calls have been placed to my cell phone and caused considerable additional usage time on my account and plan, causing additional hardship.

Regards,

In the 6 months that my extended warranty has been in place with this company I have had to have my auto serviced 3 different times. 2 of these have been major defects that should be covered by any legitimate warranty (heater blower motor, and air suspension control unit). However, every inquiry to PAS has been rejected as these specific parts are not listed explicitly under their service agreement.
Potential customers should be made aware that even though a system (e.g. BRAKES) is listed the whole system is not covered (e.g. Brake lines not covered). This is not made clear when purchasing the policy and will continue to leach money from unsuspecting victims until corrected.

Review: [redacted] ([redacted]) uses Palmer Administrative Services (PAS) to handle Service Agreements for after-market auto warranty coverage. They sold me a contract for a 6 year 100,000 mile coverage on 8 Jan 2015. They sent an e-mail which detailed some links to show the coverage, and which promoted their Revdex.com (Revdex.com) rating of A+. I have since discovered via a phone call to Revdex.com NJ that they actually only have a rating of "B". I sent this e-mail (1 of 3) to Revdex.com NJ yesterday 2-19-15. I discovered this while trying to determine if a bogus company had withdrawn money from my bank account. The company doing billing for [redacted] was [redacted] ([redacted]) and my bank was charged the $199.00 down payment on 1-10-15. All my bank statement showed was the entry "CHECK" and the $199.00 charge. No name, no address and no phone information was detailed as is bank policy. I assumed it was drawn by [redacted], as this was the only name I knew about. I found out about PAS when I received the Service Agreement Pamphlet on about 20 January 2015. I received a copy of the first monthly payment of $115.88 on about 14 February of the 8 Feb 15 payment. This was first I saw the name of [redacted]. Again my info was shown, but only the name of [redacted]. There was no phone, no address on copy of bank draft. I thought I had been fraudulently charged as I had never heard of or did any business with [redacted]. After numerous attempts to contact [redacted] and PAS I found out they did billing for their company. I found out [redacted] had no record with Revdex.com and PAS had a rating of B whereas [redacted] prominently displayed a rating of A+ (See e-mail # 1) I notified [redacted] that I wanted to cancel on 18 Feb 15. As per their phone instructions I e-mailed my detailed info (see e-mail #2) and requested a refund of all monies paid. They e-mailed me back that per page 15 of the pamphlet (it is actually pages 16 and 17 and there would be no refund. (their response is at top of e-mail #2)Desired Settlement: Down payment of $199.00 (made 1-8-15) plus first payment of $115.88 (made 2-8-15 which equals $314.88. This figure of $314.88 less a refund fee of $75.00 equally a total refund of $239.88. Key dates (1) purchase date of 1-8-15, (2) first payment made 2-8-15, (3) policy effective date 2-9-15 (31 days after sale) (4) policy cancelled on 2-18-15, (5) Cancellation acknowledged 2-18-15. (6) contacted Revdex.com NJ on2-19-15. (7) Complaint filed 2-20-15. NOTE TO Revdex.com NJ- 3 e-mails sent 2-19-15.

Business

Response:

Ms. [redacted]Revdex.com of Southern &Central New Jersey1262 Whitehorse Hamilton Square RoadTrenton, New Jersey 08690February 24, 2015 RE:[redacted] #[redacted] Dear Ms. [redacted],Mr. [redacted] purchased his service agreement from [redacted] of [redacted]; not us. Palmer Administrative Services is the Third PartyAdministrator of your Service Agreement. Palmer adjudicates claims for the service agreement you purchased.We have been able to confirm that [redacted] issued a refund for your deposit. We have issued a refund foryour first payment of $115.88 (check # [redacted]). Sincerely, [redacted]President

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their own policy calls for a simple cancellation fee of $75.00 deducted from my total payment of $314.88 The total returned to me should total $199.00 + 115.88 = $314.88 - $75.00 (Cancellation fee) for a total return of $239.88 NOT JUST THE $115.99.

Regards,

Business

Response:

Mr. [redacted] is confused. In total Mr. [redacted] received a full refund. Palmer did not charge Mr. [redacted] a cancellation fee. [redacted] issued check #[redacted] in the amount of $199.00 on February 20th.Palmer Administrative Services issued check #[redacted] in the amount of $115.88 on February 23rd.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: On page 16 of 18 in the business brochure, they show how to cancel a policy, and the detailsregarding (1) cancelling within the first 30 days, and (2) cancelling after 30 days. I am of the second option, i.e. I cancelled after 30 days.There is no breakout of the portion of payment that was from a down payment ($199.00) versus refund of monthly payments (I made 1 monthly payment of $115.88)The business responded with the statement that they had refunded the monthly payment of $115.88, which as of this date has not been received. However I am rejecting their offer because they still owe me the $199.00 minus THE CANCELLATION FEE OF $75.00 FOR ANADDITIONAL REFUND OF AN ADDITIONAL $124.00 I base this on the companies own detailed procedure for cancelling. There is no mention of refund of down payment, or refund of monthly payments, they only detail that there is a CANCELLATION FEE OF $75.00 from all moniespaid. To show this point, how would they have handled a cancelled policy where customer made a down payment of, for example $500.00Using their logic, they would not have to pay back any of the $500.00 There is nothing in their own cancellation clause, page 16 and 17 of 18. that can be used to explain their offer.

Regards,

Business

Response:

Hello,Attached is our response to the complaint from Mr. [redacted].This should resolve any concerns.Thank you,[redacted]

Review: Based on solicitation from [redacted] (Palmer Administrative Services Inc., and/or their affiliated companies), I purchased a "ROYAL Protection Plan of America" motor vehicle service agreement for my 2008[redacted] on 3/19/2014. Purchase price was $4,184.00, including a downpayment and monthly payments. Based on the call with the aforementioned company, I was under the impression that mechanical failures to my car would be covered by this agreement. On or about 8/24/2014, I received a "Transmission Malfunction" message while driving my car. I brought my car to my local [redacted], had them inspect the car and contact the "Extended Warranty" company for coverage of necessary repairs. They reached out to the Warranty Company, who advised them that they would require the dealer to disassemble the entire transmission and show the defected part to an agent of the warranty company, prior to approving any coverage. The cost of disassembling and reassembling transmission would be ~$2,200 and is the customer's responsibility if repair not approved. The dealer advised me to wait until this error message became more frequent, as it could've been a minor malfunction that would go away. On or about 11/7/2014, I returned to the dealer after having transmission trouble again and receiving the same error message. Once again, the dealer was told that they would have to disassemble entire transmission to show defect. Dealer pushed back, stating that [redacted] does not recommend this course of action.

I approved the disassembling of the transmission, dealer's diagnosis was, "Transmission is recommended to be replaced due to internal pressure losses and Clutch E Adaptation Being Out of Spec.". The warranty company's agent was shown the defective part within the transmission and agreed with [redacted]'s diagnosis, however, the warranty denied the claim, stating the malfunction was due to "normal wear and tear, which is not covered by the contract."Desired Settlement: I am requesting the warranty or "service company" who sold me this policy to provide the financial coverage I was led to believe I had purchased. The total cost to me was $8,001.84. This includes the diagnostics performed by the dealer, the disassembling of the transmission (at the service company's request), and ultimately the purchase/installation of a new transmission, because the car could not safely be driven post-disassembly and reassembly of the transmission with a malfunctioning part.

Business

Response:

Attached please find our response to the above complaint.Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The failure experienced in my transmission was as a result of a failed clutch-pack for only one of the gears. Once my car would reach the faulty gear (4th gear), the transmission would slip, and the vehicle would become locked in fail-safe mode, only allowing you to drive the car a short distance at a slow speed (~5-10mph) to avoid further damage. This failure would render the car effectively inoperable, which is not consistent with the warranty company's determination of a "gradual reduction in performance". Based on the manufacturer ([redacted]) and my local dealer, considering my car had been properly serviced/maintained within the manufacturer's specifications, the failure of only one clutch-pack on a transmission with less than 70,000 miles would not be consistent with the definition of "normal wear and tear". If the Warranty Company had no intention of fulfilling their obligation of covering legitimate repair requests, they shouldn't have listed the transmission as a covered part, required me to pay ~$2,200 to have the transmission disassembled for their "agent" to agree that a failure existed, or written the contract with legalize which greatly reduces the likelihood of a claim being approved.I am not a lawyer or a mechanic, however I am a reasonably intelligent consumer. I had not received the full terms and restrictions of the agreement until well after I filed my claim for repair, despite making numerous requests. The first time I received a copy of the contract was in late January 2015. Had I known how restrictive the warranty was written in favor of [redacted], I never would've purchased this plan with the expectation that it would truly provide the coverage I believed I was being sold.

Regards,

Business

Response:

Attached please find our response to the rejection.Thank you.

Review: I think the warranty is a catch 22 warranty where nothing seems to be covered. They refuse to cover parts that say they are covered. My mechanic was investigating a complaint from me about a grinding noise in the front of my car when moving, after a visual inspection he said it is in your axle and may be in the boot based on the visual inspection. I remembered I had a warranty and he called them after I looked up the number and said the axles will need replaced and was asked if the boot was torn and he said yes. They refused the claim , at that point I decided to get it fixed and the mechanic said he would begin and upon removing the axle the repair was need because the wheel bearing and axle were rubbing and worn and not anything in the boot area. I called the warranty explained what the real issue was and he told me no thats not what was said and it seemed to be the same guy over and o ver no matter how many time I called. Everyone who deals with mechanics know some issues like this can be a guess on a visual inspection but a mechanic or shop will never open or touch anything until someone agrees to pay for it if thats what they find. It wasn't until I took responsibility of payment they open everything up and saw the real issue. The wheel bearing and the axle was worn and rubbing together making the noise. The company refuses to pay for the repair and says it was already misdiagnose you will have to deal with it. This is a horrible business practice and other consumers need to know about this...Desired Settlement: I would like for them to take care of the repairs that are covered, the replacement of the worn axles from rubbing against the bearings. I have my credit card receipt for the work and the receipt/estimate.

Business

Response:

Dear [redacted] repair facility called in a claim on April 15th. The failure was for a c/v axle boot. This part is a seal. Seals and gaskets are not covered components unless they are needed in the repair of a covered component.[redacted] agreement is attached.Sincerely,Anthony R[redacted]Palmer Administrative ServicesClaim Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The problem was the axle rods needing replaced due to wear on the axle, your representative asked him if the boot was ripped or torn and he said it was. That is not where the damage was, it was in the wheel where the bearings were in need of replacing. So when we called about the wheel bearings the guy kept telling me he was told it was a boot and I explained it to him that when they took it apart the problem was in the wheel well where it meets the bearing since the bearings were in need of replacing. I replaced the axle and wheel bearing with my money hoping you would honor my warranty. Please explain this to me? The warranty covers the axles being replaced please give me one example of where an axle is covered under your warranty? It is like saying I will fix your door as long as the hinges aren't defective or a seal, window or handle, also if there is any damage other than normal wear and tear it is not covered. So basically you won't fix the door but just want to say it so you can lure people into a contract. The boot did not cause the damage to the axle it was the damaged bearings causing it to wear and be excessively loose. I can provide receipts and my cc bill showing where I had them both replaced. Why won't you honor the warranty?

Regards,