Ms [redacted] purchased a ROAD InTire Vehicle Tire and Wheel Guarantee from Mastria Mazda on 05/18/for her Nissan Maxima The tire and wheel guarantee is designed to cover tire and wheel damages resulting from a road hazard Ms [redacted] initiated a claim with IAS on 10/09/for slow leaks to all four tires She indicated two tires had pre-existing damages but could not remember which two tires The other two tires had slow leaks with no visible damage The claim procedures were explained to her and she was advised to have the repair technician contact us prior to repairs so the repairs could be authorized It appears the repair technician contacted IAS on 12/14/regarding the damages to the tires however, the repairs were completed on 12/13/prior to the claim being authorized The claim was denied as no pre-authorization had been received for the work The reason we require pre-authorization is so the repair technician can provide independent information regarding the damages, the type of wheel, costs, etc There are certain wheels which are excluded under the contract as well as how the damage occurred It is during the telephone call with the technician that typically it is determined if the claim meets the contract guidelines or not Pre-existing damages are excluded under this Contract On 12/15/17, Ms [redacted] called IAS upset because her claim had been denied The representatives explained to Ms [redacted] that repairs had been completed without the claim being authorized therefore, her claim was denied She was also advised that until proof was received that all four tires had been replaced, the warranty would be blocked for review of future claims Ms [redacted] submitted an appeal letter for her claim asking that her damages be covered Included with her appeal letter was an invoice dated 10/9/stating one tire had been repaired due to a leak being found The second invoice was dated 12/13/(prior to the technician contacting IAS) indicating two tires were replaced as she had backed over wood in a parking lot Ms [redacted] was notified that her claim would remain denied as no pre-authorization had been received for the repairs The contract she purchased states in nine (9) different areas that pre-authorization is a requirement for any claim We recommend Ms [redacted] review her contract to be familiar with the terms and conditions found within IAS has received proof that two of the vehicle’s tires have been replaced Upon proof of the other two tires being replaced, her Contract will be unblocked for any future claims she may present The terms and conditions of her Contract also state: “Section Your Right to Cancel YOU may cancel this Contract at any time by surrendering it to the Dealer along with a written request for cancellation If a claim has been made against the Contract or if the Contract has been in YOUR possession for more than sixty (6) days, the Dealer will make a pro-rata refund less a fifty-dollar ($50) cancellation fee, less any claims paid This refund will be based on the elapsed time from the Contract Sale Date, and will only be provided if YOU are the original purchaser of this Contract.” If Ms [redacted] still wishes to cancel her contract, she will need to follow the above procedures as outlined in her Contract We regret she is not satisfied with our claim decision however, her claim remains denied as no pre-authorization was received for repairs which is one of the terms and conditions of this ContractTell us why here
We are in receipt of Ms [redacted] rejection of our reply to her complaint She purchased a GAP I Gap Waiver Addendum, not an insurance policy as she refers to in her complaintsThe front of her GAP Contract (see attached) states: “WARNING: THIS CONTRACT IS NOT AN INSURANCE POLICY, DOES NOT PROVIDE PROPERTY DAMAGE, LIABILITY OR COLLISION INSURANCE, AND DOES NOT COMPLY WITH ANY FINANCIAL RESPONSIBILITY LAW OR ANY OTHER LAW MANDATING MOTOR VEHICLE INSURANCE COVERAGE.” The back page of her GAP Contract states: The Contract states “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of the Date of Loss This amount shall not include any and all future interest finance charges, late charges, Delinquent Payments, deferred payments ” Attached please find a copy of Ms [redacted] payment history from [redacted] *** According to the finance agreement she signed, she financed $19, The lienholder added a $finance fee to the beginning of the loan balance The first line shows the amount she financed and the second line shows the additional $added to her loan for finance fees In addition, the payment history shows the two extensions which were not covered in the GAP claim As previously stated in our prior response, per the terms and conditions of the GAP Contract, “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.)” According to the total loss evaluation received from [redacted] there was a conditional adjustment of $for minor damage to the exterior trim of the vehicle Therefore, this deduction was also included in the GAP claim calculations Attached please find a copy of the insurance company’s total loss evaluation The first line entry on page shows a $deduction for minor damage to the exterior trim If Ms [redacted] disputes this deduction, she would need to contact [redacted] *** Should they change their position and remove the deduction, we would need revised total loss documents as well as proof of any supplemental insurance checks they issue for changes The attached documentation supports our claim handling Again, any remaining balance on her loan is attributable to the finance charge added to the loan after its inception, the conditional adjustment, the two extensions, any late charges that have been added to the loan since the date of loss, and any additional interest added to the loan since the date of loss Ms [redacted] remains responsible for any of these fees as they are not covered by the GAP ContractTell us why here
Ms [redacted] purchased a GAP I Gap Waiver Addendum from Sunrise Buick GMC providing GAP coverage in connection with the purchase and financing of a Buick Lacrosse on 09/21/ Ms [redacted] initiated her claim on 1/18/and the claim was concluded on 2/27/The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occursPer the terms and conditions of the GAP Contract, “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.)” According to the total loss evaluation received from [redacted] there was a conditional adjustment of $for minor damage to the exterior trim of the vehicle Therefore, this deduction was also included in the GAP claim calculationsThe Contract states “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of the Date of Loss This amount shall not include any and all future interest finance charges, late charges, Delinquent Payments, deferred payments ” According to the payment history IAS received from her lienholder [redacted] the lienholder added $for finance fees to the beginning loan balance In addition, her payment history included two extensions Since the GAP Contract does not cover finance charges and extensions those fees were included in our claim calculationsThe Contract also states “In the event of a request for waiver, You must provide to the GAP Administrator .the following documentation before any waiver under this Addendum can be processed ” Due to privacy laws, IAS is unable to obtain her personal information from insurance companies, lienholders, etc Therefore, the customer is responsible for obtaining and providing the required claim documents to IAS for their claimThe balance of this loan on the date of loss was $13,672.84, less the insurance check $12,950.46, less the conditional adjustment $70, less the finance charge $199, less the extensions $626.76, equals (- $173.38) Therefore, there was not a GAP deficiency to be paid out under the terms of her GAP ContractThe Cancellation Provisions of her Contract state “If a cancellation is requested after days You will receive a refund/credit of the GAP Waiver Addendum fee calculated in accordance with the Pro-rata refund (or by the refund method as required in Your state) less a $cancellation fee.” Ms [redacted] needs to contact the selling dealership to request and sign the appropriate cancellation request Any pro-rata refund due on the $cost of the Contract would be payable to the lienholder unless she provides the dealership with proof that her loan has been paid in fullWe regret Ms [redacted] is not satisfied with the prompt handling of her claim There was no GAP deficiency to be paid out under this Contract therefore, her claim was deniedAny remaining balance on her loan is attributable to the finance charge added to the loan after its inception, the conditional adjustment, the two extensions, any late charges that have been added to the loan since the date of loss, and any additional interest added to the loan since the date of loss Ms [redacted] remains responsible for any of these fees as they are not covered by the GAP ContractTell us why here
Mr [redacted] purchased a GAP I Gap Waiver Addendum (Contract) from [redacted] Chevrolet providing GAP coverage in connection with the purchase and financing of a Chevrolet Malibu on July 31, A claim was initiated on Mr [redacted] ’s behalf on 10/26/for a date of loss of 07/27/ The required claim information was requested from Mr [redacted] in writing on 10/27/16, 11/22/16, and on 12/14/ The required information was also requested from Mr [redacted] verbally on 12/12/and 12/22/ After receiving Mr [redacted] ’s Revdex.com complaint, we contacted the insurance company directly on 12/22/16, in an attempt to assist the customer in obtaining the required claim documentation We had to contact the insurance company again on 12/29/to request the required information a second time Later that same day, we received an e-mail from the insurance adjuster with the missing documentation The claim was then sent for review and processing The Contract states: The Contract does not agree to cover any amounts deducted from the insurer’s settlement According to the total loss evaluation received from the insurance company, there was a condition adjustment of $for stains to the carpets and damage to the front bumper This adjustment was also deducted in the GAP calculations “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss This amount shall not include any proceeds which may be recovered by canceling any insurance coverages, service contracts and/or warranties ” The service contract refund is actually paid to the lienholder by another entity so is deducted from the claim benefits Our specific GAP Benefit Calculations were: Gross Unpaid Balance (on dol) = $12,Less Service Contract Refund = $ 1,Less Condition Adjustments = $ Less ACV (insurance checks) = $10,GAP BENEFITS = $ (- 151.36) There were no GAP benefits available for Mr [redacted] therefore, his claim was denied on December 30, A denial letter was mailed to the customer We believe we have processed the claim according to the language of the waiverTell us why here
** [redacted] purchased a Tire & Wheel Road Hazard Service Contract for New and Used Vehicles on 04/10/from Chevrolet Cadillac of Turnersvillle on his Cadillac Escalade The tire and wheel guarantee is designed to cover damages resulting from a road hazard.** [redacted] initiated a claim with IAS on 7/15/for damages to his tire (left front) and wheels (left front, left rear and right front) due to hitting apothole(s) We requested and received photographs of the damaged areas for our review.Based on our review of the damages, it appeared the majority of the damages were a result of curb damage which is not covered under this contract We dispatched an independent appraiser to go to the repair facility and inspect the damages and provide us with a report of same.According to the independent appraiser, (1) the left front tire had a pinch cut from a side scrape – impact was not showing cords and still held air, (2) the left front wheel’s outer lip was broken off – consistent with curb damage and still held air, (3) the right front tire had no damage, (4) the right front wheel’souter lip was severely bent and folded over from a pot hole impact, (5) the left rear tire had no damage, (6) the left rear outer wheel lip was visibly cracked – consistent with curb damage and still held air, (7) the right rear tire had no damage, and the (8) the right rear wheel had curb rash and still held air.Note: In February 2015, ** [redacted] made a claim for damages to the right front tire resulting from curb damages Because curb damage is not covered under his contract his claim was denied During the current claim we are discussing in this complaint, we requested proof from ** [redacted] showing that the damage from the February claim had been replaced He informed us that he bought a tire with cash from a neighborhood shop and could not provide a receipt for same Since this damage was previously denied under a previous claim, it is not eligible for consideration in future claims untilwe are provided with proof of its replacement.The contract states “Wheels are eligible for replacement only if the damages from a ROAD HAZARD will not allow the tire to seal or the wheel is unsafe for use.”The contract also states cosmetic damage, sidewall damage, and damage caused by impact with a curb are non-covered damages.The only damaged area falling within the scope of ***’ contract was the damage to the right front wheel Therefore, his claim was authorized for thereplacement of the right front wheel Partial payment of these repairs was made on 7/27/for $550.00, and an additional payment was issued today for $after the final invoice was received.** [redacted] will need to provide copies of any invoices/receipts for the damaged areas not covered under his claims in order for any future damage to these same areas to be considered.We regret ** [redacted] is not satisfied with our claim decision However, we feel we have paid for the damages covered under this contract
[redacted] purchased a Protection Plus Warranty from Oregon Auto Center on March 27, providing protection for the Infiniti Mshe purchased Mr [redacted] states in his complaint that the warranty guarantees a $3,benefit paid directly to the customer The terms and conditions of the warranty state: “In the event the System fails and the described vehicle is stolen and not recovered within thirty (30) days or is RECOVERED and declared a Total Loss as a result of the theft, benefits number and listed below will apply: (1) $3,Benefit paid directly to the Registered Owner/Lessee, Plus (2) $2,Replacement Allowance from the Original Selling Dealer towards the purchase of a replacement vehicle within days of the Date of Loss or the benefit will become null and void.” “Alternatively, if the vehicle is stolen and RECOVERED within thirty (30) days said Registered Owner/Lessee will be reimbursed the comprehensive amount deducted by the Insurance Company in their settlement with respect to the deductible up to $1,000.” A loss can only fall into one of the three categories listed above According to the Redding Police Department’s theft report, the [redacted] ’s vehicle was stolen on 4/20/ According to the California Highway Patrol’s recovery report, this vehicle was recovered on 5/20/ This vehicle was recovered days after it was reported stolen Since the vehicle was recovered within thirty (30) days, IAS obtained the repair estimate from GEICO that was written when the vehicle was inspected after being recovered The total repair estimate was for $2,with very minimal damages It is unclear as to why the insurance company settled the claim as an unrecovered theft, or a total loss, when the damages documented on the vehicle were minimal and did not deem the vehicle a total loss However, they settled their claim based on the contract they had with the customer IAS, as such, settled the claim with the customer based on our Contract language “ the described vehicle is stolen and not recovered within thirty (30) days ” This clause does not apply because the vehicle was recovered within thirty (30) days.“ or is RECOVERED and declared a Total Loss as a result of the theft ” This clause does not apply because the damages did not deem the vehicle a total loss.“ if the vehicle is stolen and RECOVERED within thirty (30) days ” This clause applies because the vehicle was recovered within thirty (30) days Therefore, the Contract provides reimbursement to the customer for their insurance deductible up to $1,According to the insurance documents received from GEICO, Ms [redacted] had a $comprehensive deductible IAS issued a claim payment of $as reimbursement for their deductible, payable to [redacted] , on August 14, Mr [redacted] is seeking a $3,theft benefit, but the claim does not meet those terms of the Contract, or a refund The terms and conditions of the Contract also state “The Vehicle Security Anti-Theft System is permanently installed on the Covered Vehicle, therefore this warranty is NON-CANCELABLE AND NON-REFUNDABLE.” We are unable to provide Mr [redacted] with a refund as claim benefits have been paid out as well as the Contract is non-cancelable/non-refundableWe regret Mr [redacted] is not satisfied with our claim decision however, we believe we have processed the claim based on the terms and conditions of his ContractTell us why here
As previously advised, Ms [redacted] Contract states: "Alternatively, if the vehicle is stolen and RECOVERED within thirty (30) days said Registered Owner/Lessee will be reimbursed the comprehensive amount deducted by the Insurance Company in their settlement with respect to the deductible up to $1,000."The vehicle was recovered on the 30th day therefore, the deductible reimbursement clause applied to this loss and Ms [redacted] was reimbursed her $deductible she incurred for this loss.Mr [redacted] rejection states the damage report did not include the damage to the wheels however, that is not correct The estimate from the insurance company did include damages to two wheels In addition, based on the photographs provided by the insurance company there was little, if any, damages to the interior of Ms [redacted] vehicle when it was recovered
On October 30, 2017, we received notification of a claim for a loss date of October 23, Letters were mailed to Mr [redacted] on 10/and 11/advising of the documents needed to process his claim Verbally, Mr [redacted] was advised of what was needed for his claim on 10/30, 11/2, 11/6, 11/8, 11/9, 11/14, and on 11/ The final information for his claim was received on 11/and his claim was sent for review During the review process, we spoke to Mr [redacted] several more times IAS resolved his claim in days, not days as his complaint states The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occurs, per the terms and conditions of the Contract The Contract does not agree to cover any deductions made by the primary insurance company “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.” The insurance company deducted a total of $for the condition of the vehicle Therefore, this deduction was also considered in the GAP benefits The Contract does not agree to cover “ late charges, Delinquent Payments, deferred payments ” The payment history we received from his lienholder showed numerous late charges (48) and extensions (8) According to the lienholder, the balance of the loan on the date of loss was $6, If all payments had been made according to the terms of the finance agreement Mr [redacted] signed, the balance of the loan at the time of the loss should have been approximately $2,590.77, which is less than the insurance settlement amount Due to the late charges and extensions, we used an amortized payoff in our claim calculations on Mr [redacted] claim NOTE: The GAP Contract allows for a late payment up to days so we allowed an extra payment on the payoff we used Our specific GAP Benefit Calculations were as follows: Gross Unpaid Balance = $ 2, Less Condition Adjustments = $ Less ACV (insurance check) = $ 2, No GAP Deficiency Owed = $ (-134.56) Mr [redacted] claim was denied on December 12, as there was not a GAP deficiency owed per the terms and conditions of the GAP I Gap Waiver Addendum he purchased Any remaining balance on Mr [redacted] loan is attributable to any late charges, extensions, condition adjustments, late charges assessed since the date of this loss, and any additional interest added to his loan since the date of this loss Mr [redacted] remains responsible for those fees as they are not covered by the Contract I talked at length with Mr [redacted] about his claim He was aware of what was found on his payment history but stated ‘life happens’ and felt the loan balance should still be covered by his GAP Contract Mr [redacted] has since cancelled the GAP Contract so that the pro-rated refund could be sent to his lienholder and applied to his loan balance We regret Mr [redacted] feels there were any delays during the handling of his GAP claim and does not agree with our claim decision We believe we have processed the claim according to the language of the waiver
Complaint: [redacted] I am rejecting part of this response because: Any and all delays were solely due to IAS's handling of the claim and should be responsible for interest charges after their initial payment dateIAS mentioned they were not sent proper documentation that mentions the amount of sales tax paid on the vehicle when purchasedI do not see on the contract submitted this amount either, thus IAS should have reached out to myself knowing that I am an Ohio resident and that car insurance company must reimburse for sales tax to find out what that amount was.As for the Tech Package delayIn all communications with IAS when asked if my car came equipped with a tech package or additional warranties purchased, I indicated an extended warranty was purchased and has since been canceled and a rebate processed through the company servicing the warranty, and that no tech package was purchasedThis is also indicated on the sales contract provided from Kings Kia to IAS (see attached the sales contract)No tech package is listedFor whatever reason, not heading my answers or looking at the sales contract, which is a required document for their claims process, they caused an illegitimate delay that could have been avoided on there end, and could not have been prevented on my end(i.enothing that I said or did, or didn't do, caused this delay)However, the delay due to the tech package diabolical delayed the initial payment being determined and issued to PNC bankBecause of this I understand I am still liable for any and all interest charges as well as keeping the account current until IAS made their paymentthis is not the issue.When IAS issued their first check for $6,on 07/31/17, processed by PNC bank on 08/04/17, it included the improperly calculated amount of sales tax as described above and described in IAS initial response to this complaintthis is the only delay I feel IAS is not completely responsible for, but could have been preventedThey knew they were deducting sales tax from the overall claim amount to be paidThey should have asked for the proper amount rather than risk improper payment, which was sentOn 08/22/17, IAS received proof of the actual sales tax reimbursement issued in order to recalculate their new paymentOn 08/30/IAS issued what should have been the final check of $7,080.76, however this was not the actual amount that was sent as described by IAS's response to this complaint.I accept that any interest incurred prior 08/30/and the subsequent seven days PNC took to process the check on 09/06/and keeping the account in good standing was in my dutyHowever 9/06/should have signaled the end of the contract as that should have been the final checkHowever because the check was improperly written again, IAS had to request proof of the check, and then upon receiving the check, had to discuss with PNC about the issueProvision of proof that I had to provide as requested by IAS, which meant calling the bank, requesting a detailed history of the account to prove that two different checks were deposited for the same amount, and then a copy of the check, all of which has to be mailed by U.Smail to the account holder was sent into IAS on 09/26/17, to which they still had to call PNC to confirm for some reasonNone of the previous paragraph should have had to been completed by meIAS should have taken my complaint of an improper check being issued for the second time, called the lien holder, PNC, and obtained the information themselvesThis could have sped up the process if the information over the phone with PNC would suffice for IASIAS issued their final check to PNC in the amount of $on 10/09/17, days after the SECOND final check should have been written.IAS should be responsible for the daily interest that would have occurred on the account for the days it took them to rectify their mistakeIt was their fault even though they are still "looking into the issue" that the check was written wrongIn no way did I cause this delay along with the "tech package delay"IAS may argue that part of the days that elapsed was due to myself having to acquire the proof of the improper checkAgain, as mentioned before, this is something that IAS could have taken care of themselves when I called in on 08/15/by calling PNC and requesting the information such as the check number, that could have been given over the phoneAt the very minimum, IAS is responsible for the days of interest that elapsed between them receiving the proof I provided them of the misprinted check and the day in which they issued the final $140.58.This entire GAP claim process was initiated on 04/24/17, and IAS had all the documentation they needed to pay the claim (aside from the proper sales tax amount that they should have requested) days later on 05/18/ days should have been what was needed to complete the claim however it took days, spanning five (5) car payments for myself, a huge burden when juggling two car paymentsIn the end IAS should respectfully cover the interest incurred for the days of delay they caused Regards, [redacted] ***
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]
We are in receipt of Mr [redacted] concerns regarding his claim or GAP benefits on his Kia CadenzaMr [redacted] initiated his claim on 4/24/for a 4/13/date of lossThe required information was requested from him both verbally and in writingOn 5/18/17, it appeared IAS had received all the documentation needed for his claim so his claim was then sent for reviewDuring the review and approval process, it was determined the insurance company may have not given Mr [redacted] credit for all the options on his vehicleAccording to the documents we received from the dealership, his vehicle was equipped with a Technology Package which was not shown on the total loss documents received from the insurance companyWhile we were in the course of addressing this discrepancy with the insurance company, Mr [redacted] called us on 07/26/and stated his vehicle did not have the Technology PackageHis claim was approved that day for a GAP deficiency and a claim check was issued on 07/31/for $6,and mailed to his lienholder, [redacted] On 08/07/17, Mr [redacted] called wanting to know why his loan balance had not been paid in fullWe went over the claim calculations with him and he disagreed with the sales tax deduction of $,Based on the terms and conditions of the GAP waiver, if sales taxes are financed into the automobile loan, then they are included in the GAP calculationsSince the total loss documents received from the insurance company did not include sales taxes in the settlement, sales taxes were manually calculated and deducted in the GAP claimMr [redacted] stated he received a lesser sales tax reimbursement than the amount deducted in our claimHe was advised we would need proof of the sales taxes he had been reimbursed for and then we would re-review our claim to determine if additional GAP benefits were owedIAS would not have known how much the insurance company paid out to Mr [redacted] as in Ohio the insurance company owes the lessor of (l) the sales taxes on the vehicle deemed a total loss or (2) the sales taxes on the replacement vehicleOn 08/15/17, IAS received our claim check back from [redacted] stating the claim check was not sufficient enough to pay the balance due in fullWe contacted [redacted] and they advised the claim check was returned in errorThey asked us to fax them a copy ofthe letter we received with the returned claim check and stated they would contact us after they researched what occurredWe faxed them a copy of the requested informationOn 08/22/17, we received a copy of the insurance check reimbursing Mr [redacted] for sales taxes in the amount of $1,Since the actual reimbursement was less than what we had deducted for ($1,457.75) we would owe an additional $for the differenceOn 08/25/17, we requested the original claim check be voided (since it was now in our possession again) and re-issued for $7,($6,+ $140.58)The claim check was re-issued and mailed to [redacted] on 8/30/(see attached)Mr [redacted] contacted IAS on 09/19/to let us know that [redacted] received another check for $6,and not for $7,However, according to our system, the check indicated it was issued for $7,On 09/26/17, Mr [redacted] called back to advise PNC was still telling him the check they received was for $6,and not for $7,080.76, and that he was going to send us a copy of the claim checkWe are unclear as to what occurred causing the re-issued claim check to be issued for $6,As you can see on the attached check copy, somehow there was an error that occurred when the check was issued as you can see where it shows $7,in the bottom right hand corner while the check only printed for $6,Our Accounting Department is currently looking into this matter furtherWe have requested a claim check be issued for the $which is still owed on this claimUpon receipt of this claim check it will be mailed to [redacted] We regret there were any errors on the re-issuance ofthe claim check, and that is still being looked intoThe terms and conditions of the Contract state: "EXCEPTIONS: Amounts not waived include: lInterest, rental or other charges that accrue after the date of loss" The GAP Contract does not cover additional interest or any late charges after the date of lossTherefore, we will be unable to honor Mr [redacted] request for compensation of same"Terms and Conditions gIn the event of a total loss it is your responsibility to keep your account current until any deficiency is determined and paid." Mr [redacted] is required to make payments according to the terms ofthe finance agreement he signed when purchasing this vehicleIf Mr [redacted] was not fulfilling his obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or late charges could have been added to the loan balance and his credit could have been affectedMr [redacted] would be responsible for any fees added to the loan after its inception date and he would need to discuss this matter with the lienholder, [redacted] ***, if he feels his credit has been affected as IAS does not report to credit bureausWe apologize for any delays Mr [redacted] feels were encountered during the handling of his claimHowever, we believe we processed his claim according to the terms and conditions ofhis Contract
Ms [redacted] purchased a GAP I Gap Waiver Addendum (Contract) for her Ford Escape She refers to the Contract as being gap insurance Her Contract states: “Warning: This Contract is not an insurance policy and does not provide property damage, liability or collision insurance, and does not comply with any financial responsibility law or any other law mandating motor vehicle insurance coverage.” The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occurs The Contract does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage The insurance company deducted $from Ms [redacted] total loss settlement for the condition of the glass on the vehicle Therefore, this deduction was also considered in the GAP claim calculations The terms and conditions of the Contract state: “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss This amount shall not include any future interest Delinquent Payments, deferred payments or any proceeds which may be recovered by canceling any insurance coverages, service contracts and/or warranties, credit life, accidental and health insurance or other cancelable items.” Ms [redacted] purchased an extended service contract and an etch warranty when she purchased her vehicle The refunds are actually paid to the lienholder by another entity so are deducted from the claim benefits An extension was found on the payment history from her lienholder Since extensions are not covered under this Contract, a deduction was included in our claim figures Ms [redacted] was required to make payments according to the terms of the finance agreement she signed when purchasing this vehicle If she was not fulfilling her obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or late charges could have been added to the loan balance and her credit could have been affected Ms [redacted] would be responsible for any fees added to the loan after its inception date and she would need to discuss this matter with her lienholder if she feels her credit has been affected as IAS does not report to credit bureaus A payment for $was issued to her lienholder for the GAP deficiency owed on 03/27/ Since a GAP deficiency was paid out under this Contract, Ms [redacted] is not entitled to a refund of the premium she paid for the GAP Contract Any remaining balance on Ms***’s loan is attributable to the condition adjustment ($400), the extension found on the payment history ($529.36), any additional interest that has accrued since the date of this loss (5.79%), and any late fees being charged since the date of loss In the event Ms [redacted] can’t locate her GAP Contract, we will e-mail her a copy of it after responding to her concernsTell us why here
We are in receipt of Ms [redacted] complaint Ms [redacted] lienholder, [redacted] ***, initiated a claim for possible GAP benefits on her behalf on 01/26/ IAS mailed letters to both Ms [redacted] and [redacted] on 1/30/17, 3/23/and again on 5/21/requesting the required information needed in order to process her claim for GAP benefits In addition, IAS also e-mailed [redacted] on 2/91/and verbally spoke with them on 5/261/again requesting the missing information IAS also spoke to Ms [redacted] on 2/13/17, 3/7/and on 4/6/again requesting the missing information To date, IAS has not been provided with the required information to process this claim IAS needs a complete copy of the GAP Vehicle Protection Debt Relief Waiver Addendum (Contract) sold to Ms [redacted] Until this GAP Contract is received, we are unable to process her claim for GAP benefits Ms [redacted] stated in her complaint letter that IAS contacted her four days after the accident and advised her ‘we would take care of everything.’ IAS never called Ms [redacted] so it is now known who she would have spoken to four days after the loss Ms [redacted] also states she called IAS twelve times however, she has only called IAS three times All phone calls are recorded In addition, IAS has only received two faxes that were not sent from [redacted] *** Therefore, if Ms [redacted] faxed everything five times at least three of those faxes were not received by IAS The customer refers in her complaint letter as having purchased GAP insurance As indicated on the front page of Ms [redacted] Contract, “I understand that this Debt Relief Waiver Addendum is not an offer of insurance coverage.” The GAP Contract does not agree to cover delinquent payments or extensions According to the payment history received from [redacted] there was one (1) extension Ms [redacted] would remain responsible for this extension Ms [redacted] was required to make payments according to the terms and conditions of the finance agreement she signed when purchasing this vehicle If Ms [redacted] has not been fulfilling her obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or additional late charges could have been added to the loan balance and her credit could have been affected Ms [redacted] would be responsible for any fees added to the loan after its inception date and she would need to discuss this matter with [redacted] if she feels her credit has been affected as IAS does not report to credit bureaus Upon receipt of the GAP Contract Ms [redacted] purchased, we will be able to process her claimTell us why here
Complaint: [redacted] I am rejecting this response because: I like how this company brings up claims for a vehicle I had over years ago and completely fail to mention that I have a NEW policy with them now for a completely different vehicleThese tire and wheel warranties are all scams as far as I'm concerned and their claims process is very archaicThese type of companies will be out of business as current technology and new processes will put them out of business with these outdated methods Regards, [redacted]
Ms [redacted] purchased a Tire & Wheel Road Hazard Service Contract on her vehicle on April 14, One of the coverages under the Contract is 24-Hour Toll-Free Assistance which is provided by an independent entity.The Contract states service will be provided for covered services up to $for help in changing an inflated spare or up to $for towing your vehicle to the closest service station.Ms [redacted] states in her complaint that she contacted Road Side Assistance and they could not provide any assistance to her because that interstate was too busy to provide service on We contacted Road Side Assistance (who records all telephone calls) and asked them to review the call The results of their review showed that it was explained to Ms [redacted] that they called several providers to go out and change her tire but due to safety concerns, they would not change the tire on the Interstate The providers advised they would have to tow the vehicle off the interstate and then change the tire however, there would be some additional charges that would not be covered under her Contract Ms [redacted] advised Road Side Assistance that she would not pay any additional charges, and would just contact IAS.Ms [redacted] chose not to accept assistance from Road Side Assistance because there would be additional charges not covered under the Contract That was a choice she made.We regret she was not satisfied with the outcome of her call with Road Side Assistance.Ms [redacted] commented that she would like a full refund on this Contract Per the terms and conditions of her Contract, she can cancel the Contract at any time by surrendering it to the issuing dealer along with a written request to cancel “If a claim has been made against the Contract or if the Contract has been in YOUR possession for more than sixty (60) days, the Dealer will make a pro-rata refund less a thirty-five dollar ($35) cancellation fee, less claims paid This refund will be based on the elapsed time from the Contract Sale Date, and will only be provided if you are the original purchaser of this Contract.”
Ms [redacted] purchased a ROAD InTire Vehicle Tire and Wheel Guarantee from Mastria Mazda on 05/18/for her Nissan Maxima The tire and wheel guarantee is designed to cover tire and wheel damages resulting from a road hazard Ms [redacted] initiated a claim with IAS on 10/09/for slow leaks to all four tires She indicated two tires had pre-existing damages but could not remember which two tires The other two tires had slow leaks with no visible damage The claim procedures were explained to her and she was advised to have the repair technician contact us prior to repairs so the repairs could be authorized It appears the repair technician contacted IAS on 12/14/regarding the damages to the tires however, the repairs were completed on 12/13/prior to the claim being authorized The claim was denied as no pre-authorization had been received for the work The reason we require pre-authorization is so the repair technician can provide independent information regarding the damages, the type of wheel, costs, etc There are certain wheels which are excluded under the contract as well as how the damage occurred It is during the telephone call with the technician that typically it is determined if the claim meets the contract guidelines or not Pre-existing damages are excluded under this Contract On 12/15/17, Ms [redacted] called IAS upset because her claim had been denied The representatives explained to Ms [redacted] that repairs had been completed without the claim being authorized therefore, her claim was denied She was also advised that until proof was received that all four tires had been replaced, the warranty would be blocked for review of future claims Ms [redacted] submitted an appeal letter for her claim asking that her damages be covered Included with her appeal letter was an invoice dated 10/9/stating one tire had been repaired due to a leak being found The second invoice was dated 12/13/(prior to the technician contacting IAS) indicating two tires were replaced as she had backed over wood in a parking lot Ms [redacted] was notified that her claim would remain denied as no pre-authorization had been received for the repairs The contract she purchased states in nine (9) different areas that pre-authorization is a requirement for any claim We recommend Ms [redacted] review her contract to be familiar with the terms and conditions found within IAS has received proof that two of the vehicle’s tires have been replaced Upon proof of the other two tires being replaced, her Contract will be unblocked for any future claims she may present The terms and conditions of her Contract also state: “Section Your Right to Cancel YOU may cancel this Contract at any time by surrendering it to the Dealer along with a written request for cancellation If a claim has been made against the Contract or if the Contract has been in YOUR possession for more than sixty (6) days, the Dealer will make a pro-rata refund less a fifty-dollar ($50) cancellation fee, less any claims paid This refund will be based on the elapsed time from the Contract Sale Date, and will only be provided if YOU are the original purchaser of this Contract.” If Ms [redacted] still wishes to cancel her contract, she will need to follow the above procedures as outlined in her Contract We regret she is not satisfied with our claim decision however, her claim remains denied as no pre-authorization was received for repairs which is one of the terms and conditions of this ContractTell us why here
We are in receipt of Ms [redacted] rejection of our reply to her complaint She purchased a GAP I Gap Waiver Addendum, not an insurance policy as she refers to in her complaintsThe front of her GAP Contract (see attached) states: “WARNING: THIS CONTRACT IS NOT AN INSURANCE POLICY, DOES NOT PROVIDE PROPERTY DAMAGE, LIABILITY OR COLLISION INSURANCE, AND DOES NOT COMPLY WITH ANY FINANCIAL RESPONSIBILITY LAW OR ANY OTHER LAW MANDATING MOTOR VEHICLE INSURANCE COVERAGE.” The back page of her GAP Contract states: The Contract states “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of the Date of Loss This amount shall not include any and all future interest finance charges, late charges, Delinquent Payments, deferred payments ” Attached please find a copy of Ms [redacted] payment history from [redacted] *** According to the finance agreement she signed, she financed $19, The lienholder added a $finance fee to the beginning of the loan balance The first line shows the amount she financed and the second line shows the additional $added to her loan for finance fees In addition, the payment history shows the two extensions which were not covered in the GAP claim As previously stated in our prior response, per the terms and conditions of the GAP Contract, “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.)” According to the total loss evaluation received from [redacted] there was a conditional adjustment of $for minor damage to the exterior trim of the vehicle Therefore, this deduction was also included in the GAP claim calculations Attached please find a copy of the insurance company’s total loss evaluation The first line entry on page shows a $deduction for minor damage to the exterior trim If Ms [redacted] disputes this deduction, she would need to contact [redacted] *** Should they change their position and remove the deduction, we would need revised total loss documents as well as proof of any supplemental insurance checks they issue for changes The attached documentation supports our claim handling Again, any remaining balance on her loan is attributable to the finance charge added to the loan after its inception, the conditional adjustment, the two extensions, any late charges that have been added to the loan since the date of loss, and any additional interest added to the loan since the date of loss Ms [redacted] remains responsible for any of these fees as they are not covered by the GAP ContractTell us why here
Ms [redacted] purchased a GAP I Gap Waiver Addendum from Sunrise Buick GMC providing GAP coverage in connection with the purchase and financing of a Buick Lacrosse on 09/21/ Ms [redacted] initiated her claim on 1/18/and the claim was concluded on 2/27/The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occursPer the terms and conditions of the GAP Contract, “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.)” According to the total loss evaluation received from [redacted] there was a conditional adjustment of $for minor damage to the exterior trim of the vehicle Therefore, this deduction was also included in the GAP claim calculationsThe Contract states “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of the Date of Loss This amount shall not include any and all future interest finance charges, late charges, Delinquent Payments, deferred payments ” According to the payment history IAS received from her lienholder [redacted] the lienholder added $for finance fees to the beginning loan balance In addition, her payment history included two extensions Since the GAP Contract does not cover finance charges and extensions those fees were included in our claim calculationsThe Contract also states “In the event of a request for waiver, You must provide to the GAP Administrator .the following documentation before any waiver under this Addendum can be processed ” Due to privacy laws, IAS is unable to obtain her personal information from insurance companies, lienholders, etc Therefore, the customer is responsible for obtaining and providing the required claim documents to IAS for their claimThe balance of this loan on the date of loss was $13,672.84, less the insurance check $12,950.46, less the conditional adjustment $70, less the finance charge $199, less the extensions $626.76, equals (- $173.38) Therefore, there was not a GAP deficiency to be paid out under the terms of her GAP ContractThe Cancellation Provisions of her Contract state “If a cancellation is requested after days You will receive a refund/credit of the GAP Waiver Addendum fee calculated in accordance with the Pro-rata refund (or by the refund method as required in Your state) less a $cancellation fee.” Ms [redacted] needs to contact the selling dealership to request and sign the appropriate cancellation request Any pro-rata refund due on the $cost of the Contract would be payable to the lienholder unless she provides the dealership with proof that her loan has been paid in fullWe regret Ms [redacted] is not satisfied with the prompt handling of her claim There was no GAP deficiency to be paid out under this Contract therefore, her claim was deniedAny remaining balance on her loan is attributable to the finance charge added to the loan after its inception, the conditional adjustment, the two extensions, any late charges that have been added to the loan since the date of loss, and any additional interest added to the loan since the date of loss Ms [redacted] remains responsible for any of these fees as they are not covered by the GAP ContractTell us why here
Mr [redacted] purchased a GAP I Gap Waiver Addendum (Contract) from [redacted] Chevrolet providing GAP coverage in connection with the purchase and financing of a Chevrolet Malibu on July 31, A claim was initiated on Mr [redacted] ’s behalf on 10/26/for a date of loss of 07/27/ The required claim information was requested from Mr [redacted] in writing on 10/27/16, 11/22/16, and on 12/14/ The required information was also requested from Mr [redacted] verbally on 12/12/and 12/22/ After receiving Mr [redacted] ’s Revdex.com complaint, we contacted the insurance company directly on 12/22/16, in an attempt to assist the customer in obtaining the required claim documentation We had to contact the insurance company again on 12/29/to request the required information a second time Later that same day, we received an e-mail from the insurance adjuster with the missing documentation The claim was then sent for review and processing The Contract states: The Contract does not agree to cover any amounts deducted from the insurer’s settlement According to the total loss evaluation received from the insurance company, there was a condition adjustment of $for stains to the carpets and damage to the front bumper This adjustment was also deducted in the GAP calculations “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss This amount shall not include any proceeds which may be recovered by canceling any insurance coverages, service contracts and/or warranties ” The service contract refund is actually paid to the lienholder by another entity so is deducted from the claim benefits Our specific GAP Benefit Calculations were: Gross Unpaid Balance (on dol) = $12,Less Service Contract Refund = $ 1,Less Condition Adjustments = $ Less ACV (insurance checks) = $10,GAP BENEFITS = $ (- 151.36) There were no GAP benefits available for Mr [redacted] therefore, his claim was denied on December 30, A denial letter was mailed to the customer We believe we have processed the claim according to the language of the waiverTell us why here
** [redacted] purchased a Tire & Wheel Road Hazard Service Contract for New and Used Vehicles on 04/10/from Chevrolet Cadillac of Turnersvillle on his Cadillac Escalade The tire and wheel guarantee is designed to cover damages resulting from a road hazard.** [redacted] initiated a claim with IAS on 7/15/for damages to his tire (left front) and wheels (left front, left rear and right front) due to hitting apothole(s) We requested and received photographs of the damaged areas for our review.Based on our review of the damages, it appeared the majority of the damages were a result of curb damage which is not covered under this contract We dispatched an independent appraiser to go to the repair facility and inspect the damages and provide us with a report of same.According to the independent appraiser, (1) the left front tire had a pinch cut from a side scrape – impact was not showing cords and still held air, (2) the left front wheel’s outer lip was broken off – consistent with curb damage and still held air, (3) the right front tire had no damage, (4) the right front wheel’souter lip was severely bent and folded over from a pot hole impact, (5) the left rear tire had no damage, (6) the left rear outer wheel lip was visibly cracked – consistent with curb damage and still held air, (7) the right rear tire had no damage, and the (8) the right rear wheel had curb rash and still held air.Note: In February 2015, ** [redacted] made a claim for damages to the right front tire resulting from curb damages Because curb damage is not covered under his contract his claim was denied During the current claim we are discussing in this complaint, we requested proof from ** [redacted] showing that the damage from the February claim had been replaced He informed us that he bought a tire with cash from a neighborhood shop and could not provide a receipt for same Since this damage was previously denied under a previous claim, it is not eligible for consideration in future claims untilwe are provided with proof of its replacement.The contract states “Wheels are eligible for replacement only if the damages from a ROAD HAZARD will not allow the tire to seal or the wheel is unsafe for use.”The contract also states cosmetic damage, sidewall damage, and damage caused by impact with a curb are non-covered damages.The only damaged area falling within the scope of ***’ contract was the damage to the right front wheel Therefore, his claim was authorized for thereplacement of the right front wheel Partial payment of these repairs was made on 7/27/for $550.00, and an additional payment was issued today for $after the final invoice was received.** [redacted] will need to provide copies of any invoices/receipts for the damaged areas not covered under his claims in order for any future damage to these same areas to be considered.We regret ** [redacted] is not satisfied with our claim decision However, we feel we have paid for the damages covered under this contract
[redacted] purchased a Protection Plus Warranty from Oregon Auto Center on March 27, providing protection for the Infiniti Mshe purchased Mr [redacted] states in his complaint that the warranty guarantees a $3,benefit paid directly to the customer The terms and conditions of the warranty state: “In the event the System fails and the described vehicle is stolen and not recovered within thirty (30) days or is RECOVERED and declared a Total Loss as a result of the theft, benefits number and listed below will apply: (1) $3,Benefit paid directly to the Registered Owner/Lessee, Plus (2) $2,Replacement Allowance from the Original Selling Dealer towards the purchase of a replacement vehicle within days of the Date of Loss or the benefit will become null and void.” “Alternatively, if the vehicle is stolen and RECOVERED within thirty (30) days said Registered Owner/Lessee will be reimbursed the comprehensive amount deducted by the Insurance Company in their settlement with respect to the deductible up to $1,000.” A loss can only fall into one of the three categories listed above According to the Redding Police Department’s theft report, the [redacted] ’s vehicle was stolen on 4/20/ According to the California Highway Patrol’s recovery report, this vehicle was recovered on 5/20/ This vehicle was recovered days after it was reported stolen Since the vehicle was recovered within thirty (30) days, IAS obtained the repair estimate from GEICO that was written when the vehicle was inspected after being recovered The total repair estimate was for $2,with very minimal damages It is unclear as to why the insurance company settled the claim as an unrecovered theft, or a total loss, when the damages documented on the vehicle were minimal and did not deem the vehicle a total loss However, they settled their claim based on the contract they had with the customer IAS, as such, settled the claim with the customer based on our Contract language “ the described vehicle is stolen and not recovered within thirty (30) days ” This clause does not apply because the vehicle was recovered within thirty (30) days.“ or is RECOVERED and declared a Total Loss as a result of the theft ” This clause does not apply because the damages did not deem the vehicle a total loss.“ if the vehicle is stolen and RECOVERED within thirty (30) days ” This clause applies because the vehicle was recovered within thirty (30) days Therefore, the Contract provides reimbursement to the customer for their insurance deductible up to $1,According to the insurance documents received from GEICO, Ms [redacted] had a $comprehensive deductible IAS issued a claim payment of $as reimbursement for their deductible, payable to [redacted] , on August 14, Mr [redacted] is seeking a $3,theft benefit, but the claim does not meet those terms of the Contract, or a refund The terms and conditions of the Contract also state “The Vehicle Security Anti-Theft System is permanently installed on the Covered Vehicle, therefore this warranty is NON-CANCELABLE AND NON-REFUNDABLE.” We are unable to provide Mr [redacted] with a refund as claim benefits have been paid out as well as the Contract is non-cancelable/non-refundableWe regret Mr [redacted] is not satisfied with our claim decision however, we believe we have processed the claim based on the terms and conditions of his ContractTell us why here
As previously advised, Ms [redacted] Contract states: "Alternatively, if the vehicle is stolen and RECOVERED within thirty (30) days said Registered Owner/Lessee will be reimbursed the comprehensive amount deducted by the Insurance Company in their settlement with respect to the deductible up to $1,000."The vehicle was recovered on the 30th day therefore, the deductible reimbursement clause applied to this loss and Ms [redacted] was reimbursed her $deductible she incurred for this loss.Mr [redacted] rejection states the damage report did not include the damage to the wheels however, that is not correct The estimate from the insurance company did include damages to two wheels In addition, based on the photographs provided by the insurance company there was little, if any, damages to the interior of Ms [redacted] vehicle when it was recovered
On October 30, 2017, we received notification of a claim for a loss date of October 23, Letters were mailed to Mr [redacted] on 10/and 11/advising of the documents needed to process his claim Verbally, Mr [redacted] was advised of what was needed for his claim on 10/30, 11/2, 11/6, 11/8, 11/9, 11/14, and on 11/ The final information for his claim was received on 11/and his claim was sent for review During the review process, we spoke to Mr [redacted] several more times IAS resolved his claim in days, not days as his complaint states The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occurs, per the terms and conditions of the Contract The Contract does not agree to cover any deductions made by the primary insurance company “Actual Cash Value means the retail value of the Covered Collateral on the Date of Loss, prior to its physical damage or theft, as determined by the Primary Insurance carrier (including tax, title and license), less the Primary Insurance deductible amount, where permitted by law (NOTE: This GAP Waiver Addendum does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage.” The insurance company deducted a total of $for the condition of the vehicle Therefore, this deduction was also considered in the GAP benefits The Contract does not agree to cover “ late charges, Delinquent Payments, deferred payments ” The payment history we received from his lienholder showed numerous late charges (48) and extensions (8) According to the lienholder, the balance of the loan on the date of loss was $6, If all payments had been made according to the terms of the finance agreement Mr [redacted] signed, the balance of the loan at the time of the loss should have been approximately $2,590.77, which is less than the insurance settlement amount Due to the late charges and extensions, we used an amortized payoff in our claim calculations on Mr [redacted] claim NOTE: The GAP Contract allows for a late payment up to days so we allowed an extra payment on the payoff we used Our specific GAP Benefit Calculations were as follows: Gross Unpaid Balance = $ 2, Less Condition Adjustments = $ Less ACV (insurance check) = $ 2, No GAP Deficiency Owed = $ (-134.56) Mr [redacted] claim was denied on December 12, as there was not a GAP deficiency owed per the terms and conditions of the GAP I Gap Waiver Addendum he purchased Any remaining balance on Mr [redacted] loan is attributable to any late charges, extensions, condition adjustments, late charges assessed since the date of this loss, and any additional interest added to his loan since the date of this loss Mr [redacted] remains responsible for those fees as they are not covered by the Contract I talked at length with Mr [redacted] about his claim He was aware of what was found on his payment history but stated ‘life happens’ and felt the loan balance should still be covered by his GAP Contract Mr [redacted] has since cancelled the GAP Contract so that the pro-rated refund could be sent to his lienholder and applied to his loan balance We regret Mr [redacted] feels there were any delays during the handling of his GAP claim and does not agree with our claim decision We believe we have processed the claim according to the language of the waiver
Complaint: [redacted] I am rejecting part of this response because: Any and all delays were solely due to IAS's handling of the claim and should be responsible for interest charges after their initial payment dateIAS mentioned they were not sent proper documentation that mentions the amount of sales tax paid on the vehicle when purchasedI do not see on the contract submitted this amount either, thus IAS should have reached out to myself knowing that I am an Ohio resident and that car insurance company must reimburse for sales tax to find out what that amount was.As for the Tech Package delayIn all communications with IAS when asked if my car came equipped with a tech package or additional warranties purchased, I indicated an extended warranty was purchased and has since been canceled and a rebate processed through the company servicing the warranty, and that no tech package was purchasedThis is also indicated on the sales contract provided from Kings Kia to IAS (see attached the sales contract)No tech package is listedFor whatever reason, not heading my answers or looking at the sales contract, which is a required document for their claims process, they caused an illegitimate delay that could have been avoided on there end, and could not have been prevented on my end(i.enothing that I said or did, or didn't do, caused this delay)However, the delay due to the tech package diabolical delayed the initial payment being determined and issued to PNC bankBecause of this I understand I am still liable for any and all interest charges as well as keeping the account current until IAS made their paymentthis is not the issue.When IAS issued their first check for $6,on 07/31/17, processed by PNC bank on 08/04/17, it included the improperly calculated amount of sales tax as described above and described in IAS initial response to this complaintthis is the only delay I feel IAS is not completely responsible for, but could have been preventedThey knew they were deducting sales tax from the overall claim amount to be paidThey should have asked for the proper amount rather than risk improper payment, which was sentOn 08/22/17, IAS received proof of the actual sales tax reimbursement issued in order to recalculate their new paymentOn 08/30/IAS issued what should have been the final check of $7,080.76, however this was not the actual amount that was sent as described by IAS's response to this complaint.I accept that any interest incurred prior 08/30/and the subsequent seven days PNC took to process the check on 09/06/and keeping the account in good standing was in my dutyHowever 9/06/should have signaled the end of the contract as that should have been the final checkHowever because the check was improperly written again, IAS had to request proof of the check, and then upon receiving the check, had to discuss with PNC about the issueProvision of proof that I had to provide as requested by IAS, which meant calling the bank, requesting a detailed history of the account to prove that two different checks were deposited for the same amount, and then a copy of the check, all of which has to be mailed by U.Smail to the account holder was sent into IAS on 09/26/17, to which they still had to call PNC to confirm for some reasonNone of the previous paragraph should have had to been completed by meIAS should have taken my complaint of an improper check being issued for the second time, called the lien holder, PNC, and obtained the information themselvesThis could have sped up the process if the information over the phone with PNC would suffice for IASIAS issued their final check to PNC in the amount of $on 10/09/17, days after the SECOND final check should have been written.IAS should be responsible for the daily interest that would have occurred on the account for the days it took them to rectify their mistakeIt was their fault even though they are still "looking into the issue" that the check was written wrongIn no way did I cause this delay along with the "tech package delay"IAS may argue that part of the days that elapsed was due to myself having to acquire the proof of the improper checkAgain, as mentioned before, this is something that IAS could have taken care of themselves when I called in on 08/15/by calling PNC and requesting the information such as the check number, that could have been given over the phoneAt the very minimum, IAS is responsible for the days of interest that elapsed between them receiving the proof I provided them of the misprinted check and the day in which they issued the final $140.58.This entire GAP claim process was initiated on 04/24/17, and IAS had all the documentation they needed to pay the claim (aside from the proper sales tax amount that they should have requested) days later on 05/18/ days should have been what was needed to complete the claim however it took days, spanning five (5) car payments for myself, a huge burden when juggling two car paymentsIn the end IAS should respectfully cover the interest incurred for the days of delay they caused Regards, [redacted] ***
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]
We are in receipt of Mr [redacted] concerns regarding his claim or GAP benefits on his Kia CadenzaMr [redacted] initiated his claim on 4/24/for a 4/13/date of lossThe required information was requested from him both verbally and in writingOn 5/18/17, it appeared IAS had received all the documentation needed for his claim so his claim was then sent for reviewDuring the review and approval process, it was determined the insurance company may have not given Mr [redacted] credit for all the options on his vehicleAccording to the documents we received from the dealership, his vehicle was equipped with a Technology Package which was not shown on the total loss documents received from the insurance companyWhile we were in the course of addressing this discrepancy with the insurance company, Mr [redacted] called us on 07/26/and stated his vehicle did not have the Technology PackageHis claim was approved that day for a GAP deficiency and a claim check was issued on 07/31/for $6,and mailed to his lienholder, [redacted] On 08/07/17, Mr [redacted] called wanting to know why his loan balance had not been paid in fullWe went over the claim calculations with him and he disagreed with the sales tax deduction of $,Based on the terms and conditions of the GAP waiver, if sales taxes are financed into the automobile loan, then they are included in the GAP calculationsSince the total loss documents received from the insurance company did not include sales taxes in the settlement, sales taxes were manually calculated and deducted in the GAP claimMr [redacted] stated he received a lesser sales tax reimbursement than the amount deducted in our claimHe was advised we would need proof of the sales taxes he had been reimbursed for and then we would re-review our claim to determine if additional GAP benefits were owedIAS would not have known how much the insurance company paid out to Mr [redacted] as in Ohio the insurance company owes the lessor of (l) the sales taxes on the vehicle deemed a total loss or (2) the sales taxes on the replacement vehicleOn 08/15/17, IAS received our claim check back from [redacted] stating the claim check was not sufficient enough to pay the balance due in fullWe contacted [redacted] and they advised the claim check was returned in errorThey asked us to fax them a copy ofthe letter we received with the returned claim check and stated they would contact us after they researched what occurredWe faxed them a copy of the requested informationOn 08/22/17, we received a copy of the insurance check reimbursing Mr [redacted] for sales taxes in the amount of $1,Since the actual reimbursement was less than what we had deducted for ($1,457.75) we would owe an additional $for the differenceOn 08/25/17, we requested the original claim check be voided (since it was now in our possession again) and re-issued for $7,($6,+ $140.58)The claim check was re-issued and mailed to [redacted] on 8/30/(see attached)Mr [redacted] contacted IAS on 09/19/to let us know that [redacted] received another check for $6,and not for $7,However, according to our system, the check indicated it was issued for $7,On 09/26/17, Mr [redacted] called back to advise PNC was still telling him the check they received was for $6,and not for $7,080.76, and that he was going to send us a copy of the claim checkWe are unclear as to what occurred causing the re-issued claim check to be issued for $6,As you can see on the attached check copy, somehow there was an error that occurred when the check was issued as you can see where it shows $7,in the bottom right hand corner while the check only printed for $6,Our Accounting Department is currently looking into this matter furtherWe have requested a claim check be issued for the $which is still owed on this claimUpon receipt of this claim check it will be mailed to [redacted] We regret there were any errors on the re-issuance ofthe claim check, and that is still being looked intoThe terms and conditions of the Contract state: "EXCEPTIONS: Amounts not waived include: lInterest, rental or other charges that accrue after the date of loss" The GAP Contract does not cover additional interest or any late charges after the date of lossTherefore, we will be unable to honor Mr [redacted] request for compensation of same"Terms and Conditions gIn the event of a total loss it is your responsibility to keep your account current until any deficiency is determined and paid." Mr [redacted] is required to make payments according to the terms ofthe finance agreement he signed when purchasing this vehicleIf Mr [redacted] was not fulfilling his obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or late charges could have been added to the loan balance and his credit could have been affectedMr [redacted] would be responsible for any fees added to the loan after its inception date and he would need to discuss this matter with the lienholder, [redacted] ***, if he feels his credit has been affected as IAS does not report to credit bureausWe apologize for any delays Mr [redacted] feels were encountered during the handling of his claimHowever, we believe we processed his claim according to the terms and conditions ofhis Contract
Ms [redacted] purchased a GAP I Gap Waiver Addendum (Contract) for her Ford Escape She refers to the Contract as being gap insurance Her Contract states: “Warning: This Contract is not an insurance policy and does not provide property damage, liability or collision insurance, and does not comply with any financial responsibility law or any other law mandating motor vehicle insurance coverage.” The Contract is designed to waive the difference between the Actual Cash Value of the vehicle involved in the total loss and the outstanding balance still owed on that vehicle from the purchaser to the lender, when a total loss occurs The Contract does not provide coverage for any amounts deducted from the insurer’s settlement due to wear and tear, prior damage, excess mileage, salvage, towing or storage The insurance company deducted $from Ms [redacted] total loss settlement for the condition of the glass on the vehicle Therefore, this deduction was also considered in the GAP claim calculations The terms and conditions of the Contract state: “Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss This amount shall not include any future interest Delinquent Payments, deferred payments or any proceeds which may be recovered by canceling any insurance coverages, service contracts and/or warranties, credit life, accidental and health insurance or other cancelable items.” Ms [redacted] purchased an extended service contract and an etch warranty when she purchased her vehicle The refunds are actually paid to the lienholder by another entity so are deducted from the claim benefits An extension was found on the payment history from her lienholder Since extensions are not covered under this Contract, a deduction was included in our claim figures Ms [redacted] was required to make payments according to the terms of the finance agreement she signed when purchasing this vehicle If she was not fulfilling her obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or late charges could have been added to the loan balance and her credit could have been affected Ms [redacted] would be responsible for any fees added to the loan after its inception date and she would need to discuss this matter with her lienholder if she feels her credit has been affected as IAS does not report to credit bureaus A payment for $was issued to her lienholder for the GAP deficiency owed on 03/27/ Since a GAP deficiency was paid out under this Contract, Ms [redacted] is not entitled to a refund of the premium she paid for the GAP Contract Any remaining balance on Ms***’s loan is attributable to the condition adjustment ($400), the extension found on the payment history ($529.36), any additional interest that has accrued since the date of this loss (5.79%), and any late fees being charged since the date of loss In the event Ms [redacted] can’t locate her GAP Contract, we will e-mail her a copy of it after responding to her concernsTell us why here
We are in receipt of Ms [redacted] complaint Ms [redacted] lienholder, [redacted] ***, initiated a claim for possible GAP benefits on her behalf on 01/26/ IAS mailed letters to both Ms [redacted] and [redacted] on 1/30/17, 3/23/and again on 5/21/requesting the required information needed in order to process her claim for GAP benefits In addition, IAS also e-mailed [redacted] on 2/91/and verbally spoke with them on 5/261/again requesting the missing information IAS also spoke to Ms [redacted] on 2/13/17, 3/7/and on 4/6/again requesting the missing information To date, IAS has not been provided with the required information to process this claim IAS needs a complete copy of the GAP Vehicle Protection Debt Relief Waiver Addendum (Contract) sold to Ms [redacted] Until this GAP Contract is received, we are unable to process her claim for GAP benefits Ms [redacted] stated in her complaint letter that IAS contacted her four days after the accident and advised her ‘we would take care of everything.’ IAS never called Ms [redacted] so it is now known who she would have spoken to four days after the loss Ms [redacted] also states she called IAS twelve times however, she has only called IAS three times All phone calls are recorded In addition, IAS has only received two faxes that were not sent from [redacted] *** Therefore, if Ms [redacted] faxed everything five times at least three of those faxes were not received by IAS The customer refers in her complaint letter as having purchased GAP insurance As indicated on the front page of Ms [redacted] Contract, “I understand that this Debt Relief Waiver Addendum is not an offer of insurance coverage.” The GAP Contract does not agree to cover delinquent payments or extensions According to the payment history received from [redacted] there was one (1) extension Ms [redacted] would remain responsible for this extension Ms [redacted] was required to make payments according to the terms and conditions of the finance agreement she signed when purchasing this vehicle If Ms [redacted] has not been fulfilling her obligation under the finance agreement by continuing to make monthly payments after the vehicle was deemed a total loss, additional interest or additional late charges could have been added to the loan balance and her credit could have been affected Ms [redacted] would be responsible for any fees added to the loan after its inception date and she would need to discuss this matter with [redacted] if she feels her credit has been affected as IAS does not report to credit bureaus Upon receipt of the GAP Contract Ms [redacted] purchased, we will be able to process her claimTell us why here
I will be seeking a refund of the cancelled contract from the dealership Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I like how this company brings up claims for a vehicle I had over years ago and completely fail to mention that I have a NEW policy with them now for a completely different vehicleThese tire and wheel warranties are all scams as far as I'm concerned and their claims process is very archaicThese type of companies will be out of business as current technology and new processes will put them out of business with these outdated methods Regards, [redacted]
Ms [redacted] purchased a Tire & Wheel Road Hazard Service Contract on her vehicle on April 14, One of the coverages under the Contract is 24-Hour Toll-Free Assistance which is provided by an independent entity.The Contract states service will be provided for covered services up to $for help in changing an inflated spare or up to $for towing your vehicle to the closest service station.Ms [redacted] states in her complaint that she contacted Road Side Assistance and they could not provide any assistance to her because that interstate was too busy to provide service on We contacted Road Side Assistance (who records all telephone calls) and asked them to review the call The results of their review showed that it was explained to Ms [redacted] that they called several providers to go out and change her tire but due to safety concerns, they would not change the tire on the Interstate The providers advised they would have to tow the vehicle off the interstate and then change the tire however, there would be some additional charges that would not be covered under her Contract Ms [redacted] advised Road Side Assistance that she would not pay any additional charges, and would just contact IAS.Ms [redacted] chose not to accept assistance from Road Side Assistance because there would be additional charges not covered under the Contract That was a choice she made.We regret she was not satisfied with the outcome of her call with Road Side Assistance.Ms [redacted] commented that she would like a full refund on this Contract Per the terms and conditions of her Contract, she can cancel the Contract at any time by surrendering it to the issuing dealer along with a written request to cancel “If a claim has been made against the Contract or if the Contract has been in YOUR possession for more than sixty (60) days, the Dealer will make a pro-rata refund less a thirty-five dollar ($35) cancellation fee, less claims paid This refund will be based on the elapsed time from the Contract Sale Date, and will only be provided if you are the original purchaser of this Contract.”