We received confirmation yesterday that the finance company has located the payment that was sent to them on 01/10/and has applied it to the contract holders account
Mr [redacted] ’s complaint is based on his vehicle service contract administrator, Dealers Alliance Corporation (DAC), declining a transmission repair on his service contract The administrator received a call from Fenton Nissan on 04/26/stating the transmission is slipping at full operating temperature The service advisor further stated the transmission fluid was intermixed with coolant and that the radiator had been previously been replaced DAC elected to assign an independent inspection service to visit the dealer and verify the failure as reported by the service facilityThe inspector reported the radiator had been recently replaced, the cooling system had been flushed, the radiator cap was distorted and the coolant overflow bottle needed to be flushed out The transmission was not dark but had a slight burnt odor On a road test, the inspector verified the transmission was slipping on upshifts and had a hard downshift It was also noted the radiator had signs of intermix with transmission fluid and the coolant overflow bottle also had signs of transmission fluid intermixThe transmission temperature is controlled by a transmission cooler which uses coolant from the radiator to maintain proper operating temperature When a radiator fails, coolant is often allowed to intermix with transmission fluid with both the radiator and the transmission Coolant is abrasive and will cause internal damage to the transmission Mr [redacted] ’s claim was declined because of the coolant/transmission fluid intermix evidence presented Section E of Mr [redacted] ’s service contract, under “WHAT IS NOT COVERED”, states “ this Service Contract does not apply to:” #Any mechanical breakdown or failure caused by (d) incorrect, contaminated, or inadequate amounts of coolant, lubricants, or fluid” Because the transmission fluid was contaminated by intermixing with coolant, DAC has acted properly under the conditions of the contract in declining Mr [redacted] ’s transmission claim A copy of Mr [redacted] ’s vehicle service contract and the inspection report has been attached for your review
Thank you Mr [redacted] for providing us with additional information needed to investigate this call We are working to identify the entity/individual who made the call and to ensure this does not happen again I apologize for any inconvenience and please feel free to reach out to me via the email address I provided should you have additional questions or concernsThank you,Lisa K***Compliance Director
[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 reviewed the response made by the business in reference to complaint ID 12257298, and find the resolution is satisfactory to me Regards, [redacted]
I am rejecting this response because: In the extended warranty contract given to me by ***'s Auto Sale I did not receive a Section E nor did I receive any section listing "What Is Not Covered." I have talked with BlvdImports and they have tried numerous times to reach out to the representative and give him the information he is requestingI spoke with BlvdImports again on 5/26/and they are going to give the representative another call to provide the cause of failure to the vehicle
The Administrator for Mr [redacted] ’s vehicle service contract is obligated to conform to the terms and conditions of his service contract Contractually, the Administrator has the right to choose the method of repair: when a part is un-repairable, the Administrator has the option of replacing the failed component with a new, used, or remanufactured part After the Administrator elected to have the repair performed by installation of a used transmission, Mr [redacted] as noted in his complaint, agreed to proceed with installation of a used unit The Administrator located a supplier for the replacement unit and authorized it to be shipped to Mr [redacted] ’s repair facility The transmission was delivered in a damaged condition and after being notified of the unit’s condition upon delivery, the supplier shipped a replacement unit Unfortunately, the second unit was damaged also, resulting in additional delay for performing repairs The Administrator, by authorizing to pay the cost of parts and labor to install a replacement transmission, has met its contractual obligation to Mr [redacted] After authorization of the transmission purchase to the supplier, the supplier then became obligated to provide a reasonable replacement unit The burden of supplying a replacement transmission is the responsibility of supplier, as the Administrator has met their obligation to pay for a replacement unit The Administrator is contractually obligated to provide days of rental at a maximum of $per day while Mr [redacted] ’s vehicle is being repaired and they have agreed to do so, fulfilling their obligation for rental The service contract only obligates the Administrator to days rental Because the supplier created additional delay in providing a usable part to the repair facility, the supplier then needs to be involved in consideration of additional rental benefits for MrBushell The Administrator has agreed to pay for all parts, labor and rental charges related to the transmission repair on Mr [redacted] ’s vehicle for which they are contractually obligated While I agree that Mr [redacted] has been unfortunately inconvenienced by unforeseen delays in having he vehicle restored to its approximate pre-failure condition, the Administrator has met its contractual obligation of the service contact
Effective 11/01/17, Dealers Alliance Corporation has no authorized 3rd party sellers marketing our service contracts via direct market phone calls I will contact Mr [redacted] through the email that he provided We would like to review a copy of the recording that he obtained in hopes it may help us identify who is representing themselves as our company without authorization
On 02/09/16, Volkswagen of *** *** reported the failure of an ABS control unit to Mr***'s contract administrator and the administrator elected to assign an independent inspection service to visit the dealership and verify the failure. Upon arrival at the dealership, the
inspector noted the ABS light on the instrument cluster was not illuminated. The inspector did verify that all wiring and connections for the ABS system were in good working condition. During a road test, the inspector reported the ABS light did not illuminate. Because the repair facility was unable, at the time of the inspection, to demonstrate a failure of the ABS control unit, the claim was declined. Illumination of the ABS light does indicate there is a problem in the system but the failure indicated could be due to one of multiple components, and that failure can be intermittent which appears to be the case with Mr***'s vehicle. Mr*** did provide a picture of the illuminated ABS light and the mileage at the time the light was on but, until such time the light illuminates for a period of time that the particular component failure can be determined and verified, the administrator is unable to authorize a claim. The ABS control unit, if it fails and is actually the cause of the light to illuminate, would be covered by Mr***'s contract. Until the time the component failure can be demonstrated, the administrator is unable to authorize a claim. At the time of the repair visit, the dealer also reported the Check Engine Light was on and determined the failure was due to a clogged PCV valve. Section D of Mr***'s service contract lists components, and conditions for which component failures are excluded from coverage. Number in section D excludes coverage for "Maintenance services and parts described in the manufacturer's maintenance schedule for Your Vehicle. NOTE: During the term of this Service Contract, it may become necessary to (a) replace spark/glow plugs and wires, emission control valves ..." The PCV valve which was reported as clogged is an emission control valve and thusly excluded from coverage.Both failures were rightfully declined at the time of this claim. If the ABS light does illuminate again during the coverage period of Mr***'s contract, he needs to have a repair facility report the failure to the administrator and demonstrate the failure so that replacement of a covered component may be authorized.I have attached a copy of Mr***'s service contract for review
We spoke to Mr*** yesterday regarding the calls he continues to receive. Effective 10/31/17, Dealers Alliance Corporation no longer markets vehicle service contract via direct calls to consumers. The entity who continues to contact Mr*** is doing so without
authorization. We are attempting to identify the entity making these calls
On 05/16/16, a service advisor from [redacted] reported Ms. [redacted]’s vehicle was running “hot”, wouldn’t start and the radiator was “busted”. The service advisor was then instructed to obtain authorization from Ms. [redacted] to tear down the vehicle to determine the cause of failure. The...
service advisor was also notified that Ms. [redacted]’s vehicle service contract does not cover any mechanical breakdown caused by overheating. Section E, “WHAT IS NOT COVERED” of Ms. [redacted]’s contract states: “… this Service Contract does not apply to: 11. Any Mechanical Breakdown or Failure caused by … (c) overheating, regardless of the cause of overheating …” Ms. [redacted] states “the extended warranty representative called me back and said they would not cover any repairs to my vehicle due to the damage was my fault.” No “fault” of the mechanical failure has yet been determined. Ms. [redacted]’s claim status is still “open” and no claim has been approved or denied at this time. The repair facility must determine and report the cause of the failure to the Administrator prior to performing repairs. The Administrator reserves the right to inspect and verify the reported cause of failure before making a determination on the status of Ms. [redacted]’s claim. Until such time the repair facility is able to report the actual cause of failure to the Administrator, no decision can be made on her claim. If repairs to Ms. [redacted]’s vehicle are not covered by the contract, Ms. [redacted] is responsible to the repair facility for any costs incurred including teardown and/or repair of the vehicle. Ms. [redacted] feels Dealers Assurance Company is not “honoring the extended warranty.” Dealers Assurance Company will indeed honor any contractual obligation it has to Ms. [redacted], but until the cause of failure is verified, Dealers Assurance Company is unable to determine if it has a contractual obligation.
We received confirmation yesterday that the finance company has located the payment that was sent to them on 01/10/17 and has applied it to the contract holders account.
[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 reviewed the response made by the business in reference to complaint ID 12257298, and find the resolution is satisfactory to me.
Regards,
[redacted]
Thank you Mr. [redacted] for providing us with additional information needed to investigate this call. We are working to identify the entity/individual who made the call and to ensure this does not happen again. I apologize for any inconvenience and please feel free to reach out to me via...
the email address I provided should you have additional questions or concerns. Thank you,Lisa K[redacted]Compliance Director
Be advised: I have made contact with the appropriate authorities to resolve this matter. No further clarification will be provided via this channel. Thank you.
Mr. [redacted]’s complaint is based on his vehicle service contract administrator, Dealers Alliance Corporation (DAC), declining a transmission repair on his service contract. The administrator received a call from Fenton Nissan on 04/26/16 stating the transmission is slipping at full operating...
temperature. The service advisor further stated the transmission fluid was intermixed with coolant and that the radiator had been previously been replaced. DAC elected to assign an independent inspection service to visit the dealer and verify the failure as reported by the service facility. The inspector reported the radiator had been recently replaced, the cooling system had been flushed, the radiator cap was distorted and the coolant overflow bottle needed to be flushed out. The transmission was not dark but had a slight burnt odor. On a road test, the inspector verified the transmission was slipping on upshifts and had a hard downshift. It was also noted the radiator had signs of intermix with transmission fluid and the coolant overflow bottle also had signs of transmission fluid intermix. The transmission temperature is controlled by a transmission cooler which uses coolant from the radiator to maintain proper operating temperature. When a radiator fails, coolant is often allowed to intermix with transmission fluid with both the radiator and the transmission. Coolant is abrasive and will cause internal damage to the transmission. Mr. [redacted]’s claim was declined because of the coolant/transmission fluid intermix evidence presented. Section E of Mr. [redacted]’s service contract, under “WHAT IS NOT COVERED”, states “ … this Service Contract does not apply to:” #11 Any mechanical breakdown or failure caused by (d) incorrect, contaminated, or inadequate amounts of coolant, lubricants, or fluid”. Because the transmission fluid was contaminated by intermixing with coolant, DAC has acted properly under the conditions of the contract in declining Mr. [redacted]’s transmission claim. A copy of Mr. [redacted]’s vehicle service contract and the inspection report has been attached for your review.
We have reviewed your complaint submitted to our offices regarding the Vehicle Service Contract (herein referred toas VSC) referenced above.Your vehicle arrived at the repair facility on 8/10/17; however, we were not called to set a claim for repairs until8/15/17. The Service Advisor informed us the...
valve seals were worn out on 8/23/17; we requested authorizationfrom you to perform a tear down to confirm the Cause of Failure (COF). On 8/29/17, we ordered an inspection of thevehicle which was completed 8/31/17. The inspection report showed worn valve seals and valves are excluded forcompression loss. Attached, please find a copy of this report.A copy of your VSC is attached for clarification regarding the coverage of the repair. Please refer to: F. WHAT ISNOT COVERED - 7. ”The gradual reduction in component performance through normal or excessive usage. Therepair or replacement of engine valves, valve guides, valve seals, and/or piston rings, if the purpose of such repair(s)is simply to raise the compression of the engine, increase performance, or to reach acceptable oil consumption is notcovered.”We trust that the information in and with this letter satisfies any and all inquiries regarding the above listed VSC andthe claim involved herein.Sincerely,David M**General Counse
We received confirmation yesterday that the finance company has located the payment that was sent to them on 01/10/and has applied it to the contract holders account
Mr [redacted] ’s complaint is based on his vehicle service contract administrator, Dealers Alliance Corporation (DAC), declining a transmission repair on his service contract The administrator received a call from Fenton Nissan on 04/26/stating the transmission is slipping at full operating temperature The service advisor further stated the transmission fluid was intermixed with coolant and that the radiator had been previously been replaced DAC elected to assign an independent inspection service to visit the dealer and verify the failure as reported by the service facilityThe inspector reported the radiator had been recently replaced, the cooling system had been flushed, the radiator cap was distorted and the coolant overflow bottle needed to be flushed out The transmission was not dark but had a slight burnt odor On a road test, the inspector verified the transmission was slipping on upshifts and had a hard downshift It was also noted the radiator had signs of intermix with transmission fluid and the coolant overflow bottle also had signs of transmission fluid intermixThe transmission temperature is controlled by a transmission cooler which uses coolant from the radiator to maintain proper operating temperature When a radiator fails, coolant is often allowed to intermix with transmission fluid with both the radiator and the transmission Coolant is abrasive and will cause internal damage to the transmission Mr [redacted] ’s claim was declined because of the coolant/transmission fluid intermix evidence presented Section E of Mr [redacted] ’s service contract, under “WHAT IS NOT COVERED”, states “ this Service Contract does not apply to:” #Any mechanical breakdown or failure caused by (d) incorrect, contaminated, or inadequate amounts of coolant, lubricants, or fluid” Because the transmission fluid was contaminated by intermixing with coolant, DAC has acted properly under the conditions of the contract in declining Mr [redacted] ’s transmission claim A copy of Mr [redacted] ’s vehicle service contract and the inspection report has been attached for your review
Thank you Mr [redacted] for providing us with additional information needed to investigate this call We are working to identify the entity/individual who made the call and to ensure this does not happen again I apologize for any inconvenience and please feel free to reach out to me via the email address I provided should you have additional questions or concernsThank you,Lisa K***Compliance Director
[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 reviewed the response made by the business in reference to complaint ID 12257298, and find the resolution is satisfactory to me Regards, [redacted]
The problem has been solved by finally M/B Financial finding the $check and crediting our account Thank you for all your help
I am rejecting this response because: In the extended warranty contract given to me by ***'s Auto Sale I did not receive a Section E nor did I receive any section listing "What Is Not Covered." I have talked with BlvdImports and they have tried numerous times to reach out to the representative and give him the information he is requestingI spoke with BlvdImports again on 5/26/and they are going to give the representative another call to provide the cause of failure to the vehicle
The Administrator for Mr [redacted] ’s vehicle service contract is obligated to conform to the terms and conditions of his service contract Contractually, the Administrator has the right to choose the method of repair: when a part is un-repairable, the Administrator has the option of replacing the failed component with a new, used, or remanufactured part After the Administrator elected to have the repair performed by installation of a used transmission, Mr [redacted] as noted in his complaint, agreed to proceed with installation of a used unit The Administrator located a supplier for the replacement unit and authorized it to be shipped to Mr [redacted] ’s repair facility The transmission was delivered in a damaged condition and after being notified of the unit’s condition upon delivery, the supplier shipped a replacement unit Unfortunately, the second unit was damaged also, resulting in additional delay for performing repairs The Administrator, by authorizing to pay the cost of parts and labor to install a replacement transmission, has met its contractual obligation to Mr [redacted] After authorization of the transmission purchase to the supplier, the supplier then became obligated to provide a reasonable replacement unit The burden of supplying a replacement transmission is the responsibility of supplier, as the Administrator has met their obligation to pay for a replacement unit The Administrator is contractually obligated to provide days of rental at a maximum of $per day while Mr [redacted] ’s vehicle is being repaired and they have agreed to do so, fulfilling their obligation for rental The service contract only obligates the Administrator to days rental Because the supplier created additional delay in providing a usable part to the repair facility, the supplier then needs to be involved in consideration of additional rental benefits for MrBushell The Administrator has agreed to pay for all parts, labor and rental charges related to the transmission repair on Mr [redacted] ’s vehicle for which they are contractually obligated While I agree that Mr [redacted] has been unfortunately inconvenienced by unforeseen delays in having he vehicle restored to its approximate pre-failure condition, the Administrator has met its contractual obligation of the service contact
Effective 11/01/17, Dealers Alliance Corporation has no authorized 3rd party sellers marketing our service contracts via direct market phone calls I will contact Mr [redacted] through the email that he provided We would like to review a copy of the recording that he obtained in hopes it may help us identify who is representing themselves as our company without authorization
On 02/09/16, Volkswagen of *** *** reported the failure of an ABS control unit to Mr***'s contract administrator and the administrator elected to assign an independent inspection service to visit the dealership and verify the failure. Upon arrival at the dealership, the
inspector noted the ABS light on the instrument cluster was not illuminated. The inspector did verify that all wiring and connections for the ABS system were in good working condition. During a road test, the inspector reported the ABS light did not illuminate. Because the repair facility was unable, at the time of the inspection, to demonstrate a failure of the ABS control unit, the claim was declined. Illumination of the ABS light does indicate there is a problem in the system but the failure indicated could be due to one of multiple components, and that failure can be intermittent which appears to be the case with Mr***'s vehicle. Mr*** did provide a picture of the illuminated ABS light and the mileage at the time the light was on but, until such time the light illuminates for a period of time that the particular component failure can be determined and verified, the administrator is unable to authorize a claim. The ABS control unit, if it fails and is actually the cause of the light to illuminate, would be covered by Mr***'s contract. Until the time the component failure can be demonstrated, the administrator is unable to authorize a claim. At the time of the repair visit, the dealer also reported the Check Engine Light was on and determined the failure was due to a clogged PCV valve. Section D of Mr***'s service contract lists components, and conditions for which component failures are excluded from coverage. Number in section D excludes coverage for "Maintenance services and parts described in the manufacturer's maintenance schedule for Your Vehicle. NOTE: During the term of this Service Contract, it may become necessary to (a) replace spark/glow plugs and wires, emission control valves ..." The PCV valve which was reported as clogged is an emission control valve and thusly excluded from coverage.Both failures were rightfully declined at the time of this claim. If the ABS light does illuminate again during the coverage period of Mr***'s contract, he needs to have a repair facility report the failure to the administrator and demonstrate the failure so that replacement of a covered component may be authorized.I have attached a copy of Mr***'s service contract for review
Please find attached a response to Mr***'s complaint as provided by the service contract administrator
We spoke to Mr*** yesterday regarding the calls he continues to receive. Effective 10/31/17, Dealers Alliance Corporation no longer markets vehicle service contract via direct calls to consumers. The entity who continues to contact Mr*** is doing so without
authorization. We are attempting to identify the entity making these calls
We apologize for any inconvenience and are in the process of identifying the call center that made these calls to ensure no further calls are received
On 05/16/16, a service advisor from [redacted] reported Ms. [redacted]’s vehicle was running “hot”, wouldn’t start and the radiator was “busted”. The service advisor was then instructed to obtain authorization from Ms. [redacted] to tear down the vehicle to determine the cause of failure. The...
service advisor was also notified that Ms. [redacted]’s vehicle service contract does not cover any mechanical breakdown caused by overheating. Section E, “WHAT IS NOT COVERED” of Ms. [redacted]’s contract states: “… this Service Contract does not apply to: 11. Any Mechanical Breakdown or Failure caused by … (c) overheating, regardless of the cause of overheating …” Ms. [redacted] states “the extended warranty representative called me back and said they would not cover any repairs to my vehicle due to the damage was my fault.” No “fault” of the mechanical failure has yet been determined. Ms. [redacted]’s claim status is still “open” and no claim has been approved or denied at this time. The repair facility must determine and report the cause of the failure to the Administrator prior to performing repairs. The Administrator reserves the right to inspect and verify the reported cause of failure before making a determination on the status of Ms. [redacted]’s claim. Until such time the repair facility is able to report the actual cause of failure to the Administrator, no decision can be made on her claim. If repairs to Ms. [redacted]’s vehicle are not covered by the contract, Ms. [redacted] is responsible to the repair facility for any costs incurred including teardown and/or repair of the vehicle. Ms. [redacted] feels Dealers Assurance Company is not “honoring the extended warranty.” Dealers Assurance Company will indeed honor any contractual obligation it has to Ms. [redacted], but until the cause of failure is verified, Dealers Assurance Company is unable to determine if it has a contractual obligation.
We received confirmation yesterday that the finance company has located the payment that was sent to them on 01/10/17 and has applied it to the contract holders account.
The problem has been solved by finally M/B Financial finding the $3096.20 check and crediting our account. Thank you for all your help.
[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 reviewed the response made by the business in reference to complaint ID 12257298, and find the resolution is satisfactory to me.
Regards,
[redacted]
Thank you Mr. [redacted] for providing us with additional information needed to investigate this call. We are working to identify the entity/individual who made the call and to ensure this does not happen again. I apologize for any inconvenience and please feel free to reach out to me via...
the email address I provided should you have additional questions or concerns. Thank you,Lisa K[redacted]Compliance Director
Be advised: I have made contact with the appropriate authorities to resolve this matter. No further clarification will be provided via this channel. Thank you.
Mr. [redacted]’s complaint is based on his vehicle service contract administrator, Dealers Alliance Corporation (DAC), declining a transmission repair on his service contract. The administrator received a call from Fenton Nissan on 04/26/16 stating the transmission is slipping at full operating...
temperature. The service advisor further stated the transmission fluid was intermixed with coolant and that the radiator had been previously been replaced. DAC elected to assign an independent inspection service to visit the dealer and verify the failure as reported by the service facility. The inspector reported the radiator had been recently replaced, the cooling system had been flushed, the radiator cap was distorted and the coolant overflow bottle needed to be flushed out. The transmission was not dark but had a slight burnt odor. On a road test, the inspector verified the transmission was slipping on upshifts and had a hard downshift. It was also noted the radiator had signs of intermix with transmission fluid and the coolant overflow bottle also had signs of transmission fluid intermix. The transmission temperature is controlled by a transmission cooler which uses coolant from the radiator to maintain proper operating temperature. When a radiator fails, coolant is often allowed to intermix with transmission fluid with both the radiator and the transmission. Coolant is abrasive and will cause internal damage to the transmission. Mr. [redacted]’s claim was declined because of the coolant/transmission fluid intermix evidence presented. Section E of Mr. [redacted]’s service contract, under “WHAT IS NOT COVERED”, states “ … this Service Contract does not apply to:” #11 Any mechanical breakdown or failure caused by (d) incorrect, contaminated, or inadequate amounts of coolant, lubricants, or fluid”. Because the transmission fluid was contaminated by intermixing with coolant, DAC has acted properly under the conditions of the contract in declining Mr. [redacted]’s transmission claim. A copy of Mr. [redacted]’s vehicle service contract and the inspection report has been attached for your review.
We have reviewed your complaint submitted to our offices regarding the Vehicle Service Contract (herein referred toas VSC) referenced above.Your vehicle arrived at the repair facility on 8/10/17; however, we were not called to set a claim for repairs until8/15/17. The Service Advisor informed us the...
valve seals were worn out on 8/23/17; we requested authorizationfrom you to perform a tear down to confirm the Cause of Failure (COF). On 8/29/17, we ordered an inspection of thevehicle which was completed 8/31/17. The inspection report showed worn valve seals and valves are excluded forcompression loss. Attached, please find a copy of this report.A copy of your VSC is attached for clarification regarding the coverage of the repair. Please refer to: F. WHAT ISNOT COVERED - 7. ”The gradual reduction in component performance through normal or excessive usage. Therepair or replacement of engine valves, valve guides, valve seals, and/or piston rings, if the purpose of such repair(s)is simply to raise the compression of the engine, increase performance, or to reach acceptable oil consumption is notcovered.”We trust that the information in and with this letter satisfies any and all inquiries regarding the above listed VSC andthe claim involved herein.Sincerely,David M**General Counse