Apex Protection Plan

I am sorry Mrs [redacted] experienced so many issues in trying to get us legible copies of receipts so our claims team could adjudicate her claim As you can see by the attachment many of the receipts are simply illegible We did receive her USPS Priority Mail on or around 11/which was almost a month after she cancelled the contract The receipts do raise questions as to how much of her trip was "Interrupted", but, in the end, Ms [redacted] received any proceeds that would have been paid under the Trip Interruption coverage through her cancellation refund because, per Section of the Texas Occupation Code and the terms and conditions of her service contract, any cancellation refund is reduced by the total amount of claims paid In another words, if we would have reimbursed her the maximum benefit of $under the provisions of the contract prior to her cancelling her contract, her cancellation refund would have been reduced by the $claim Section Cancellation By Service Contract Holder; Refund states:"(c) If a service contract holder cancels a service contract on or after the 31st day after the date of purchase, the provider: (1) shall refund to the service contract holder or credit to the account of the service contract holder the prorated purchase price of the contract reflecting the remaining term of the contract, based on mileage, time, or another reasonably applicable measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and (2) may impose a reasonable cancellation fee not to exceed $50."In accordance with the Code, the cancellation provisions of her service contract also state: "If the If the Administrator receives Your cancellation request days or after from the Contract purchase date, or if a claim has been filed against Your Contract, a pro-rata refund will be calculated based on the greater of the time in force or the miles driven compared to the total time or mileage of Your Contract Term, less a $cancellation feeAny claims paid under this Contract will be deducted from the refund."On multiple occasions members of our Claims Department have tried to explain this to Ms***s to no avail Because the contract has been cancelled and the refund has been paid, there are no further claims due or owing to Ms***; she has been reimbursed in full

The cancellation has every thing to do with the claim being made by Ms*** If the contract was still Inforce, we could proceed with adjudicating the reimbursement and determine what the total reimbursement under the contract benefits for both Trip Interruption and Substitute Transportation BUT, because the contract has been cancelled, no further claims can be paid AND Ms [redacted] is 100% whole because the cancellation refund would have been reduced by any amount paid under the Trip Interruption or Substitute Transportation benefits The amount of refund stated by Ms [redacted] is not correct; the refund for this contract after the $cancellation fee was $1,and it appears from the paperwork supplied for Ms***'s cancellation that $1,of the refund amount was applied as down payment on the new deal this vehicle was traded in onAgain, as an example, if there had been $paid out in Trip Interruption and Substitute Transportation benefits before the contract was cancelled then the refund would have been $instead of the $1,that was processed Apex has fulfilled its obligations in whole and Ms [redacted] HAS NOT been shorted any monies owedAny further issues with the cancellation refunds need to be addressed to the dealership, Grapevine Dodge, who handled both the cancellation and the new purchase

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] ***

Complaint: 12763735 I am rejecting this response because: The vehicle left the facility because I was told that APEX would not cover rental car fees while waiting for parts to repair the 4wd system. The vehicle was returned a few weeks later after the dealer had received these parts but there is no way there was 40000 miles put on the vehicle during those few weeks! Like I stated previously the straight pipe was installed during this time because the vehicle started having regen errors and I was advised to do this as a temporary measure. I still believe this company could care less about assisting the customer and more concerned with saving the company money! Both problems with this vehicle (DEF reductant Heater and 4wd) were identified before any modifications were done to the vehicle. Regards, [redacted]

Tell us why here...Our cancellations department explained to Mr*** yesterday that the product warranties he is requesting to be cancelled are only cancellable within days of the date of purchase as shown in the language of the contracts that are attached. We also sent copies of the
contracts to Mr*** highlighting the cancellation terms right above where he signed the documents. Unfortunately, the language of the contracts is black and white and does not leave any room for deviation. Where our website mentions days to cancel is under the FAQ section for the Vehicle Service Contract; Paint and Interior Protection and Paintless Dent Repair are both listed under "Other Products". Also, at the bottom of the referenced FAQ page it states "*Some exclusions may applySee your contract for details."While we are prohibited from cancelling the contracts it does not prevent Mr*** from reaching an agreeable resolution with the selling dealer

Our office spoke with Mr*** before 11:am today, 6/12/17, and told him that a replacement check was being cut and put in the mail. It was confirmed that he did give the claims adjuster a corrected address, but it was not updated in our system which resulted in the check going to the
address listed on his contract. The contract has been updated with the correct address and a new check, #***, for $was put in the mail today

Tell us why here...Our cancellations department explained to Mr*** yesterday that the product warranties he is requesting to be cancelled are only cancellable within days of the date of purchase as shown in the language of the contracts that are attached. We also sent copies of the
contracts to Mr*** highlighting the cancellation terms right above where he signed the documents. Unfortunately, the language of the contracts is black and white and does not leave any room for deviation. Where our website mentions days to cancel is under the FAQ section for the Vehicle Service Contract; Paint and Interior Protection and Paintless Dent Repair are both listed under "Other Products". Also, at the bottom of the referenced FAQ page it states "*Some exclusions may applySee your contract for details."While we are prohibited from cancelling the contracts it does not prevent Mr*** from reaching an agreeable resolution with the selling dealer

The cancellation has every thing to do with the claim being made by Ms***. If the contract was still Inforce, we could proceed with adjudicating the reimbursement and determine what the total reimbursement under the contract benefits for both Trip Interruption and Substitute Transportation. BUT, because the contract has been cancelled, no further claims can be paid AND Ms*** is 100% whole because the cancellation refund would have been reduced by any amount paid under the Trip Interruption or Substitute Transportation benefits. The amount of refund stated by Ms*** is not correct; the refund for this contract after the $cancellation fee was $1,and it appears from the paperwork supplied for Ms***'s cancellation that $1,of the refund amount was applied as down payment on the new deal this vehicle was traded in on. Again, as an example, if there had been $paid out in Trip Interruption and Substitute Transportation benefits before the contract was cancelled then the refund would have been $instead of the $1,that was processed. Apex has fulfilled its obligations in whole and Ms*** HAS NOT been shorted any monies owed. Any further issues with the cancellation refunds need to be addressed to the dealership, Grapevine Dodge, who handled both the cancellation and the new purchase

Complaint:
I am rejecting this response because:In response to Apex Protection Plan's statement regarding the date of receipt of my Priority Mail, I only sent my receipts via Priority Mail after sending a total of five emails, over the span of days, which the last email was confirmed by Apex Protection Plan to have been received, with the attachments being visible.Regarding the trip interruption itself, when I called Apex Protection Plan after coming home from my trip, I was instructed by the woman with whom I spoke to send ALL receipts from my trip, and was told that each trip interruption was handled on a case by case basisBecause my vehicle was in service for the entire length of my trip, the woman even strongly suggested that because of my particular case, I may receive more than the minimum, $That number is calculated by the allotted $per day, for three days, for food and lodging, and $a day, for three days, for rental car, per my contract$would only cover food and lodging, and is not an accurate number.Apex Protection Plan claims that I received the said $450, minus a $cancellation fee, per section of the Texas Occupation Code, when I canceled my policy, and this is not trueWhen I purchased my new vehicle, I received a minimal refund of less than $100, not the allotted $555.Lastly, Apex Protection Plan keeps referring to the cancellation of the warranty, and that is not what is being questionedWhat I am questioning is their upholding of their warranty by paying me the trip interruption reimbursementHad Apex Protection Plan gotten this reimbursement taken care of in a timely manner, without giving me the runaround, would I then be responsible for paying back the trip interruption reimbursement when I canceled my warranty? NoA consumer who purchases an extended warranty on a vehicle is not responsible to pay back any reimbursement for which they had been givenThe consumer is only responsible for no more than a $cancellation fee, upon canceling said extended warrantyA cancellation policy does NOT negate Apex Protection Plan's obligation to uphold their warranty's promises
Regards,
*** ***

I am sorry Mrs*** experienced so many issues in trying to get us legible copies of receipts so our claims team could adjudicate her claim. As you can see by the attachment many of the receipts are simply illegible. We did receive her USPS Priority Mail on or around 11/which was
almost a month after she cancelled the contract. The receipts do raise questions as to how much of her trip was "Interrupted", but, in the end, Ms*** received any proceeds that would have been paid under the Trip Interruption coverage through her cancellation refund because, per Section of the Texas Occupation Code and the terms and conditions of her service contract, any cancellation refund is reduced by the total amount of claims paid. In another words, if we would have reimbursed her the maximum benefit of $under the provisions of the contract prior to her cancelling her contract, her cancellation refund would have been reduced by the $claim. Section Cancellation By Service Contract Holder; Refund states:"(c) If a service contract holder cancels a service contract on or after the 31st day after the date of purchase, the provider: (1) shall refund to the service contract holder or credit to the account of the service contract holder the prorated purchase price of the contract reflecting the remaining term of the contract, based on mileage, time, or another reasonably applicable measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and (2) may impose a reasonable cancellation fee not to exceed $50."In accordance with the Code, the cancellation provisions of her service contract also state: "If the If the Administrator receives Your cancellation request
days or after from the Contract purchase date, or if a claim has been filed against
Your Contract, a pro-rata refund will be calculated based on the greater of the
time in force or the miles driven compared to the total time or mileage of Your
Contract Term, less a $cancellation feeAny claims paid under this Contract
will be deducted from the refund."On multiple occasions members of our Claims Department have tried to explain this to Ms***s to no avail. Because the contract has been cancelled and the refund has been paid, there are no further claims due or owing to Ms***; she has been reimbursed in full.

Our office spoke with Mr*** before 11:am today, 6/12/17, and told him that a replacement check was being cut and put in the mail. It was confirmed that he did give the claims adjuster a corrected address, but it was not updated in our system which resulted in the check going to the
address listed on his contract. The contract has been updated with the correct address and a new check, #***, for $was put in the mail today

Complaint:
I am rejecting this response because:? The vehicle left the facility because I was told that APEX would not cover rental car fees while waiting for parts to repair the 4wd systemThe vehicle was returned a few weeks later after the dealer had received these parts but there is no way there was miles put on the vehicle during those few weeks!? Like I stated previously the straight pipe was installed during this time because the vehicle started having regen errors and I was advised to do this as a temporary measure.? I still believe this company could care less about assisting the customer and more concerned with saving the company money!? Both problems with this vehicle (DEF reductant Heater and 4wd) were identified before any modifications were done to the vehicle
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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]

The cancellation has every thing to do with the claim being made by Ms. [redacted].  If the contract was still Inforce, we could proceed with adjudicating the reimbursement and determine what the total reimbursement under the contract benefits for both Trip Interruption and Substitute Transportation.  BUT, because the contract has been cancelled, no further claims can be paid AND Ms. [redacted] is 100% whole because the cancellation refund would have been reduced by any amount paid under the Trip Interruption or Substitute Transportation benefits.  The amount of refund stated by Ms. [redacted] is not correct; the refund for this contract after the $50 cancellation fee was $1,133.79 and it appears from the paperwork supplied for Ms. [redacted]'s cancellation that $1,100.00 of the refund amount was applied as down payment on the new deal this vehicle was traded in on. Again, as an example, if there had been $500 paid out in Trip Interruption and Substitute Transportation benefits before the contract was cancelled then the refund would have been $633.79 instead of the $1,133.79 that was processed.   Apex has fulfilled its obligations in whole and Ms. [redacted] HAS NOT been shorted any monies owed. Any further issues with the cancellation refunds need to be addressed to the dealership, Grapevine Dodge, who handled both the cancellation and the new purchase.

Complaint: 12763735
I am rejecting this response because:  The vehicle left the facility because I was told that APEX would not cover rental car fees while waiting for parts to repair the 4wd system. The vehicle was returned a few weeks later after the dealer had received these parts but there is no way there was 40000 miles put on the vehicle during those few weeks!  Like I stated previously the straight pipe was installed during this time because the vehicle started having regen errors and I was advised to do this as a temporary measure.  I still believe this company could care less about assisting the customer and more concerned with saving the company money!  Both problems with this vehicle (DEF reductant Heater and 4wd) were identified before any modifications were done to the vehicle.
Regards,
[redacted]

I am sorry Mrs. [redacted] experienced so many issues in trying to get us legible copies of receipts so our claims team could adjudicate her claim.  As you can see by the attachment many of the receipts are simply illegible.  We did receive her USPS Priority Mail on or around 11/17 which was...

almost a month after she cancelled the contract.  The receipts do raise questions as to how much of her trip was "Interrupted", but, in the end, Ms. [redacted] received any proceeds that would have been paid under the Trip Interruption coverage through her cancellation refund because, per Section 1304.1581 of the Texas Occupation Code and the terms and conditions of her service contract, any cancellation refund is reduced by the total amount of claims paid.  In another words, if we would have reimbursed her the maximum benefit of $450 under the provisions of the contract prior to her cancelling her contract, her cancellation refund would have been reduced by the $450 claim.  Section 1304.1581 Cancellation By Service Contract Holder; Refund states:"(c) If a service contract holder cancels a service contract on or after the 31st day after the date of purchase, the provider: (1) shall refund to the service contract holder or credit to the account of the service contract holder the prorated purchase price of the contract reflecting the remaining term of the contract, based on mileage, time, or another reasonably applicable measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and (2) may impose a reasonable cancellation fee not to exceed $50."In accordance with the Code, the cancellation provisions of her service contract also state: "If the If the Administrator receives Your cancellation request 31
days or after from the Contract purchase date, or if a claim has been filed against
Your Contract, a pro-rata refund will be calculated based on the greater of the
time in force or the miles driven compared to the total time or mileage of Your
Contract Term, less a $50 cancellation fee. Any claims paid under this Contract
will be deducted from the refund."On multiple occasions members of our Claims Department have tried to explain this to Ms. [redacted]s to no avail.  Because the contract has been cancelled and the refund has been paid, there are no further claims due or owing to Ms. [redacted]; she has been reimbursed in full.