Premier Dealer Services Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action
would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Complaint #*** VIN # *** 08/***/*** *** ***
Bronze
Regards,
*** ***

Ms*** also did a customer review that we have responded tooPlease note the letter attached is the same information provided in the customer review

We are in receipt of your letter dated January 23, and received in our office and February 9, regarding aclaim made under Mr***’ Lifetime Limited Powertrain Warranty Provided Exclusively by Choice Auto Sales(hereinafter "Warranty")As a member of Premier Dealer Services, Inc.’s
(“Premier”) legal department, I amresponding to your request for clarification as to the concerns expressed by Mr***.Please note that Mr***’ Warranty is given at no charge and requires all of the obligations it contains to befollowed in order to qualify for the benefitIn order to clear up the issue as to if the required tire rotation had beendone at the time of the tire patch, our claim staff contacted Goodyear on February 9, and spoke with Ms.***, who verified that “they have no record of a tire rotation being performed”, and further when asked if there isthe possibility that a flat repair could come with a tire rotation, she said quickly “no”.As such, while we are understanding of the request we must administrate this claim within the written terms andconditions of the agreement and in a consistent fashion from consumer to consumerIn that we are unable to deviatefrom the terms of the agreement, we are therefore unable to honor Mr***’ request to waiver certain conditionscontained therein.By stating our coverage position, Premier Dealer Services in no way intends to waive or be estopped in regard toany other basis that may or may not be presently apparentIf you obtain any information, whether or not requestedherein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review andconsideration.We thank you for the opportunity to clarify our position in this matter.Sincerely,*** ***Legal DepartmentConsumer Relations

please note the arbitration information that has been provided to Ms***

Please find response attached We are in receipt of your letter dated February 29, 2016, regarding a claim made under Mr***’ Equis 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 Mr***’ claim decisionAs Premier is the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions.We have carefully reviewed the claim in question and found that Mr*** has declined to proceed with the claim for repair, as per the service manager at the repair facilityIt is our understanding the reason for this is that the headlamp is still operational and when he turns the vehicle to the right the headlights turns to the right as well, just not as far as the vehicle and but he can still see the road.Although we would prefer this be addressed now versus later, we did advise the service manager at the repair facility that if Mr*** come back into the repair facility with the same concern we will re- review the claim at that time.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,*** *** Legal Department Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 *** that states, "needed to be replaced." Please see my contract as it doesn't state manufacturer redesign or update
Regards,
*** ***

See attached responseWe are in receipt of your Revdex.com complaint dated July 25, regarding a claim made under Mr***’s Premier Essential Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am
responding to your request for clarification as to the concerns expressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility representative *** at *** ***, contacted our office on July 12, 2016, to report that Mr*** had the following concerns; “the vehicle was driven in and there was a noise from under the hood, the vehicle was not running well and there was no check engine light on.” The repair facility also reported the following; “the engine was quart low on fluid.”The claim staff informed the repair facility that in order to properly determine if coverage would apply they would dispatch an independent mechanical inspector to verify the cause and extent of the suspected damage/failureAfter being notified that the vehicle had been disassembled with Mr***’s consent, the claims department then sent an independent inspector to verify the repair facility’s reported failure.The inspectors report, which the repair facility concurred with, indicated that the damage present to the motor was a direct result of a lack of lubrication, which is specifically excluded from Mr***’s service contract under Section 3, Contract General Provisions, 3D Exclusions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, restriction of fluid flow, contaminate(s), or foreign objects(s).In addition, maintenance as suggested by the manufacturer is a requirement of the Service ContractAlthough performing such maintenance one’s self versus having a repair facility do so is not prohibited, the vehicle owner is nonetheless required to keep proof that the services were in fact performedPlease see Section 3, Contract General Provisions, 3B Your Responsibilities:You must keep all fluids at proper levels and have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the owner’s manual for Your VehicleIf You do not have an owner’s manual for Your Vehicle, You can contact the Dealer or Us and the servicing recommendations will be provided to YouYour owner’s manual lists different servicing recommendations based on Your individual driving habits and climate conditionsYou are required to follow the or severe maintenance schedule that applies to Your driving habits and conditionsIf You do not follow these recommendations and such failure causes a Breakdown, further damage or unnecessary repairs, coverage under this Contract will be denied or reducedYou must retain all sales receipts, invoices or work orders showing the date, odometer mileage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.In that the independent inspector found a lack a lubrication to be the cause of the motor damage and the repair facility concurred with their findings, we were left with no choice but to decline the claim.By stating our coverage position, Premier in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely, *** ***

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*** *** ***Revdex.com ID No.: ***Dear Mr***,We are in receipt of your letter dated December 7, 2017, regarding a benefit request made
under Ms***’sDeficiency Waiver Addendum (“Waiver”)Premier Dealer Services, Incis the administrator of the Waiver purchased byMs*** when she purchased the *** CTS from *** ***The Waiver is a contract between Ms.*** and *** *** and *** Bank whereby *** Bank agrees to waive any indebtedness remainingon the loan when there is a total loss of the vehicle subject to the terms and conditions of the WaiverThe Waiver attachesto and forms a part of the finance agreement; it is not an insurance policy.As defined by the GAP Agreement, the outstanding balance on the date of loss was $9,The payment of $7,734.00from Ms***’s insurance company was deducted from what the outstanding balance was on the date of loss, leavingan amount of $1,to be waived by *** Bank.In that Premier does not waive the debt, but rather only processes the paperwork necessary for the lender *** Bankto do so, we recommend that Ms*** contact *** Bank in that they may be able to more fully address herconcernsOur understanding is however that the amount of $1,351.39, of the remaining debt, has been waived.I thank you for the opportunity to clarify our position in this matter, and for your anticipated understanding.Sincerely,*** ***

Can we please get the Make, Model and complete VIN # of the Vehicle so that we can research the information in question?Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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, ***, *** and *** 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response by Equis is not only inaccurate it is laughableIn their "careful review" of my claim, they have referred to a mechanical issue which my vehicle is not even equipped with! They have spent so much time looking for the loophole they either forgot or didn't listen to the original claimMy vehicle is not equipped with headlights that turn with the steering, however my vehicle IS equipped with auto-leveling headlightsThe Equis legal department was badly misinformedAuto-leveling headlights adjust the height of the light when there is cargo or a heavy passenger load thereby keeping the lights on the road as opposed to pointing upward under load conditionsThe mechanical diagnosis at the dealership was that the motors which move the lights UP and DOWN were burned out and no longer functioning or leveling the lights as designedThe motors are contained/attached to the headlight assembly which is what the dealership reported as the part required for repairUpon the repair being declined by Equis I spoke to two representatives who stated that the part was not coveredWhen I asked where in there contract the headlight assembly was excluded I was directed to bulbs and lights as excludedI explained that the mechanics diagnosis was the motors and asked the representative if he read the report he said the mechanics report was "irrelevant" and since the part required for repair, "contained the word light", it was an excluded partWhen I asked where in my contract that parts attached to excluded parts were excluded I was met with silence and then the simple comment, "the part contains the word light so we're calling it a light". The next inaccuracy is that I declined to proceed with the claim for repairI was told by the representative that they were not going to cover the repair, so tell me how exactly I was to proceed with the claim for the repair? I did decline to repair the vehicle because it was more than I could afford which is exactly why I bought the service contract to begin with! The headlights do illuminate but to apply Equis' logic, if my car starts but won't roll there's nothing wrong with it. The company response actually bolsters my claimThe headlights light up! The motor that keeps them at a safe, functional level is what is broken but the Equis representatives can't seem to grasp thisEquis is not about doing the right thing or customer serviceThey dedicate their time and resources to avoiding paying for claims
Regards,
*** ***

See attached responseThis letter is in response to the information Mr*** 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, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
See attached.
Regards,
*** ***

Please find response attachedDear Ms***:This letter is in response to the information Mr*** submitted on March 10, 2016.Please have Mr*** return to ** *** *** and have him speak with any of the service advisers, who can at that time contact our claim supervisor *** *** at *** *** ex *** who will reopen and authorize Mr*** claim for repair.Sincerely,*** *** Legal Department Consumer Relations

Dear Ms***,We are in receipt of your customer complaint dated December 31, regarding a claim made under Ms***’ “No Use No Lose Agreement” (hereinafter "Agreement”)As a member of the legal department, I have 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 was not complied withIt is Ms***’ responsibility to follow the terms of the Agreement as stated under Section “Request for Benefits,” which requires the request to be made to the Administrator within days to the of the Vehicle Service Contract (“VSC”) expiration date or within 2,miles of the VSC expiration odometer reading (copy enclosed).Ms*** sent in her request for benefits to the administrator on September 23, which was days after her Vehicle Service Contract expiration date and days after the required days to request a payment of benefitsHowever, the claim was nonetheless submitted to the underwriter of the program and it was subsequently declined based on the aforementioned.By stating the 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, *** *** Legal Department Consumer Relations

AttachedWe are in receipt of your customer complaint dated January 7, regarding a claim made Mr***’s Premier Essential Vehicle Service Contract (hereinafter “Service Contract”)As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am responding to your request
for clarification as to the concerns expressed by Mr***As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisionsWe have reviewed the claim in question and have found that it was properly adjudicated.Our claim records indicate that the repair facility that *** at *** *** ***, contacted our office on January 4, 2016, to report that Mr***’s had the following concerns of “the heat gets hotter than cooler in the driver’s side then passengers side.”*** spoke with the technician and he reported that it works correctly then is stops working after about minutesThe failure is from a plugged or restricted heater core.Please note the following from Mr***’s service contract under Section 3, Contract General Provisions, Exclusions and Section OneDefinitions (copy enclosed):3D-EXCLUSIONSThis Contract does NOT provide coverage for any of the following:Damage, failure or Breakdown caused by the lack of proper and necessary amounts of coolants of lubricants or caused by sludge buildup, contaminate(s), or foreign objects(s).DEFINITIONSBreakdown- The failure of any Covered Part to perform the function for which it was intended to perform, within manufacturer specifications, due to a mechanical or electrical defectA Breakdown shall be considered to have occurred only when a Covered Part has been subject to usageGradual reduction in operating performance due to natural and inherent wear characteristics of automotive parts will not be considered a BreakdownHowever, reduction in operating performances of an automotive part which exceeds the published tolerances allowed by the manufacturer may be considered a Breakdown hereunder.Since the heater core was plugged/restricted it does not meet the definition of a breakdown and is excluded, we were unable to authorize the claims for repair.By stating our coverage position, Premier Dealer Services in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparentIf you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely,*** ***Legal DepartmentConsumer Relations

We are in receipt of your letter dated July 11, 2017, Mr***’s Guaranteed Asset Protection
(“GAP”) AgreementAs a member of Premier Dealer Services, Inc (“Premier”) legal
department, I have been asked to respond to your request for a clarification regarding the
information provided by Mr***
Our records indicate that a letter from General Electric Credit Union (GECU) to ***
*** dated March 30, was forwarded to our office stating that the vehicle in question
was deemed a total loss on August 29, GECU requested that the any refund due on the
GAP agreement purchase be made (cancellation refund request letter attached)Our office then
cancelled the GAP agreement and issued the appropriate refund, no GAP benefit request was
able to be made after that pointHowever, a Carfax report we ran as part of this Revdex.com inquiry
does not indicate that the vehicle was in fact totaled, but does show a change in the possession of
ownershipIn order to better understand what has transpired, we request that Mr*** explain
the complete history of the vehicle, including ownership, accident, repairs, sale, and any other
pertinent information, and the dates associated with eachOnce we have this information we can
more completely respond to your inquirySincerely,
*** ***
Legal Department
Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response by Equis is not only inaccurate it is laughableIn their "careful review" of my claim, they have referred to a mechanical issue which my vehicle is not even equipped with! They have spent so much time looking for the loophole they either forgot or didn't listen to the original claimMy vehicle is not equipped with headlights that turn with the steering, however my vehicle IS equipped with auto-leveling headlightsThe Equis legal department was badly misinformedAuto-leveling headlights adjust the height of the light when there is cargo or a heavy passenger load thereby keeping the lights on the road as opposed to pointing upward under load conditionsThe mechanical diagnosis at the dealership was that the motors which move the lights UP and DOWN were burned out and no longer functioning or leveling the lights as designedThe motors are contained/attached to the headlight assembly which is what the dealership reported as the part required for repairUpon the repair being declined by Equis I spoke to two representatives who stated that the part was not coveredWhen I asked where in there contract the headlight assembly was excluded I was directed to bulbs and lights as excludedI explained that the mechanics diagnosis was the motors and asked the representative if he read the report he said the mechanics report was "irrelevant" and since the part required for repair, "contained the word light", it was an excluded partWhen I asked where in my contract that parts attached to excluded parts were excluded I was met with silence and then the simple comment, "the part contains the word light so we're calling it a light". The next inaccuracy is that I declined to proceed with the claim for repairI was told by the representative that they were not going to cover the repair, so tell me how exactly I was to proceed with the claim for the repair? I did decline to repair the vehicle because it was more than I could afford which is exactly why I bought the service contract to begin with! The headlights do illuminate but to apply Equis' logic, if my car starts but won't roll there's nothing wrong with it. The company response actually bolsters my claimThe headlights light up! The motor that keeps them at a safe, functional level is what is broken but the Equis representatives can't seem to grasp thisEquis is not about doing the right thing or customer serviceThey dedicate their time and resources to avoiding paying for claims
Regards,
*** ***