Autoguard Advantage Corporation

Attached please find our response to the complaint filed by [redacted] along with supplemental documentation to support our responseThank you for your attention to this matter

We cannot find a [redacted] in our system Please have the complainant provide either a contract number or VIN number and a previous address so that we can research our records further The contract number referenced in the complaint does not match any that we have in our records Thank you Lori Andrew

This is to acknowledge receipt of the complaint filed on behalf of Mr [redacted] National Administrative Service Co., LLC takes consumer feedback very seriously and therefore welcomes the opportunity to explain any of actions concerning the servicing of its contract holder's service contract requests/cancellations As a result, we have fully reviewed this matter and a detailed response will be sent to Mr [redacted] In order to protect consumer privacy, the consumer has also been advised that they have the option to share our response directly with you.Sincerely,National Administrative Service Co., LLC

Attached please find our response to the complaint filed by [redacted] along with supplemental documentation to support our response. Thank you for your attention to this matter.

Dimension Service Corporation (DSC) is responsible for conducting the servicing needs of Ms.[redacted]'s cited contract under a service contract program called Performance First. Her contract'sobligor is [redacted] ([redacted]) that is primarily liable to pay for any coveredrepairs whose...

obligations are insured in the event it does not timely pay eligible claims. [redacted] hascontracted with DSC to fulfill [redacted]'s servicing duties as the administrator of the program. This letter isin response to your recent inquiry directed to [redacted] and DSC requested I review the facts reported for herclaim and also the terms, conditions and limitations of the service contract to determine if a properadjustment of her claim had been made.Since DSC almost exclusively conducts its business via phone conversations with repair facilities andcontract holders, it has established procedures to immediately capture the contents of each conversationin order to (1) assure the most accurate data possible from each conversation is preserved and (2) allowany of its examiners to quickly respond to the continuing segments of a claim by easily referencing thedata. DSC's data procedure is noted due to some of the entries being quoted in this response.Ms. [redacted]'s claim ([redacted]) was reported to DSC on November 10, 2015 at 2:24 PM by the repairfacility who noted that, although her 2013 vehicle's transmission had not been torn down, it did containan inspection plate which they had been removed allowing them to see pieces of the transmission'sclutch scattered inside. The vehicle's mileage reported at the time of the claim was 63,324 miles.When claims are submitted requesting authorization for repairs to a vehicle's engine or transmission, itsDSC's procedure, as permitted by the terms of the service contract, to assign an Independent Inspectorto review the findings and recommendations of the repair facility. The Inspector comes on site andcompletes an inspection of the torn down unit to determine the causation of any failed parts. Thisprocedure allows DSC to have an extra set of "eyes" render an Inspection Report containing the detailsto include photos of the cause of damage. DSC has also found the inspection procedure. acts as adeterrent for repair facilities requesting unnecessary or improper repairs. The Report's findings are thenapplied to the facts of the claim and contents of the service contract to determine if coverage is availablefor the claim. If the repairs are covered, the costs of the teardown are also covered. However, if therepairs are not covered, Ms. [redacted]'s contract's terms require her to pay those teardown costs.Regarding Ms. [redacted]'s claim, since the repair facility was only able to determine repairs caused by thefailure of her vehicle's clutch parts, DSC denied coverage for her claim the next day but requested therepair facility to still request her authorization for a teardown of her transmission to determine if theremight be any other covered parts which was later refused by Ms. [redacted]. The basis for DSC's claimdenial is found in her contract's section V. WHAT IS NOT COVERED, item B., which among otheritems states that there is no coverage for "manual or hydraulic clutch assembly such as, but not limitedto, manual clutch petal, clutch disc, pressure plates and throw out bearing". The language is aboilerplate service contract exclusion due to the constant friction present in all vehicle clutch assemblies.On November 19, 2015 DSC's claim report states that during a conversation with the repair facility itwas learned that Ms. [redacted] was aIso having discussions with the sales personnel who previously soldher the vehicle. DSC's final entry resulted from a conversation with Ms. [redacted] on November 24, 2015during which she again emphasized she was not going to authorize a tear down of her transmission todetermine if there were any covered repairs and that she was taking her vehicle to another repair facilitywhich resulted in DSC closing her claim. DSC had not heard anything further on her claim.It is DSC's opinion after carefully reviewing the cited service contract's terms, conditions andlimitations as they are applied to the reported facts in this matter detailed above that there would be nocoverage afforded for Ms. [redacted]'s claim. This opinion is based upon the current informationcontained in DSC's records and this inquiry and in no way will set precedence for the handling of futureclaims. Therefore, it is given with a full reservation of rights that might be available under the servicecontract and applicable law to change at a later date. This letter is also written pursuant to Rule 408 ofthe appropriate rules of evidence in an attempt to resolve a disputed matter and therefore is notadmissible. If there are additional facts that might cause DSC to change its opinion, please forwardimmediately for our review and further consideration.

This is to acknowledge receipt of the complaint filed on behalf of Mr. [redacted].  National Administrative Service Co., LLC takes consumer feedback very seriously and therefore welcomes the opportunity to explain any of actions concerning the servicing of its contract holder's service...

contract requests/cancellations.  As a result, we have fully reviewed this matter and a detailed response will be sent to Mr. [redacted].  In order to protect consumer privacy, the consumer has also been advised that they have the option to share our response directly with you.Sincerely,National Administrative Service Co., LLC

We cannot find a [redacted] in our system.  Please have the complainant provide either a contract number or VIN number and a previous address so that we can research our records further.  The contract number referenced in the complaint does not match any that we have in our...

records.  Thank you.  Lori Andrew