5 Star Auto Protection

To whom it may concern,Ms. [redacted] complaint is not regarding 5 Star Auto Protection's services, but rather that she was unaware of what her Service Agreement with Palmer Administrative Services covered.  Her Agreement was initiated on 7/13/16 with her down payment of $99.00.  A copy was...

mailed to her on 7/19/16 (copy attached).  Ms. [redacted] had a 30 day, no questions asked, money back guarantee which allowed her ample time to review the Agreement &/or terminate it.  She was also advised to review the agreement once she received it to make sure it meets her expectations.  The agreement is clear & concise regarding coverage's & procedure. The third page of her Agreement also clearly states, "Coverage listed in Your Agreement is not subject to any verbal representation made by the seller of this contract." Regardless, whether or not this agreement was "Bumper-to-Bumper", Ms. [redacted] claim was denied by Palmer Administrative Services not for the coverage level, but rather the pre-existing condition aspects of the claim.Her coverage became active on 8/14/16 and Ms. [redacted] called to initiate a claim on 8/15/16 by calling Palmer Administrative Services regarding having her vehicle towed because it wouldn't start.  Any claim made so quickly after the  activation of a policy is reviewed to ensure the claim isn't for a preexisting condition or a condition that occurred prior to the "effective date" (during the 30-day waiting period).  5 Star Auto Protection is an independent Sales Agent and cannot control whether or not a claim is approved and/or paid.  5 Star did contact Palmer Administrative Services after the customer called  to advise us that her claim wasn't covered.  [redacted] in the claims department advised that the customer had made not one, but three claims on 8/15/16:  The master window switch, left rear window switch, & crank sensor.  The window switches are covered under the Electrical Coverage's, but the crank sensor isn't covered under the policy.  Palmer Administrative Services authorized $384.00 to repair the window switches & one hour of labor (less two $100 deductibles), but as of 9/6/16 the repair facility has not submitted an invoice for payment.  Ms. [redacted] has since cancelled her Agreement via fax, she made one payment of $99.00 to 5 Star Auto Protection & one payment of $78.17 to Palmer Administrative Services.Ms. [redacted] is asking for a refund of $1,100 when she paid only $177.17 thus far on a month-to-month repair coverage plan (vehicle service contract) and where she already received a benefit of $384.00.  Further, it is apparent that Ms. [redacted] claims were fraudulent in nature and misrepresented not only by the suspicious timing of the claims, but also by the vehicle's computer readings, which are almost always requested by Palmer in reviewing a claim so close to the agreement effective date.  While we have not requested the data that was reviewed by Palmer's claims department (or whether or not the repair facility even provided the computer readouts per Palmer's request), we are willing to provide more documentation if necessary to resolve this matter.  According to Palmer, neither the customer nor Ms. [redacted] repair facility have submitted any proof of the total repair bill or out of pocket expenses of $1100.00.Lastly, this complaint is directed at the wrong company as it directly correlates to the products & services offered by Palmer Administrative Services, not 5 Star Auto Protection, as we are the seller not the servicing company.  5 Star Auto Protection will not refunding any money in this matter as Ms. [redacted] clearly understood that her Activation Fee was non-refundable after 30-days and because Ms. [redacted] benefit already exceeded her payments.    Tell us why here...