Delta Auto Protect

The customer agreed to the updated refunds according to the coverage terms and refunds were processed.

On Dec. 1, 2016 the Delta Auto Protect claims department received a Service Claim request from Lauderdale [redacted]. The service advisor, Wes, reported the vehicle had multiple engine oil leaks from various gaskets. The service advisor also reported the vehicle needed spark plug replacement. As standard procedure the claim request was reviewed for agreement coverage. Later the same day, a Delta Claims agent called the Lauderdale [redacted] service department to discuss the evaluation, the requested repairs and the estimate. The Delta agent was transferred to the service advisor’s, Wes, phone voice mail. Again on Dec. 2, 2016 the Delta agent left an additional voice mail. On Dec. 2, 2016, at 1:10PM the Delta claims agent discussed the service request with the [redacted] service advisor. At that time the Service Advisor was informed of the claim denial. Per the written agreement, the various gaskets requested for replacement for oil leaks were not in component coverage. Also note, Tune-ups, spark plugs, were all specified non-covered maintenance services. The Delta Claims agent also informed of common failures to [redacted] crankcase vent systems (PCV emissions) which could cause internal engine emission pressure that result in multiple engine gasket failures and performance complaints. Delta received multiple requests from [redacted] to disregard the written agreement and approve the repair claim. Several Delta Claim agents and supervisors discussed the claim. The consumer reported that he was told everything was covered. When questioned if he had read the written agreement he simply responded why,” He was told everything was covered”. When questioned if he had signed the written agreement he responded no. The compliance department has reviewed the contract documentation. Mr. [redacted] has not signed the written agreement. Mr. [redacted] has returned the odometer, and VIN verification requirement but he had never returned a signed agreement. As a point of fact Delta has approved and paid service claims on 3/24/2016 and 3/28/2016 for sums totaling more than $1060.00. In conclusion, the Delta agreement does not cover “everything”. The written agreement is specific with an itemized list of component coverage. The Delta Auto Protect written agreement cannot and does not mirror component coverage for any single manufacturer. The agreement provides specific component coverage for multiple brand vehicles and models. The consumer never signed the contract and has made various unrealistic request to provide component coverage outside the written agreement. Therefore, Delta Auto Protect hereby approves the refund of the paid contract fees. Delta Auto Protect will absorb the cost of claim payments and fees already processed. Upon a written request for a refund, and removal of this and/or any other complaints the consumer will receive a full refund of the $4518.00 and terminate the unsigned contract.

Customers request as per original complaint was to either repair the vehicle or process a refund.  When the representative reached out  to assist [redacted] again requested to be cancelled and refunded which was processed.

This letter is in response to a complaint filed by [redacted]. Please note Delta Auto Protect had received a claim on Nov. 30, 2016 from [redacted] Lumberton, NJ [redacted]. The vehicle was driven to the facility on Nov. 25, 2016. The service advisor recorded the mileage as 125,894. The service...

advisor reported check engine light on the DTC code as P0012 (Intake cam position Bank 1).The service advisor, Andrew, reported the camshaft phaser stuck because the oil passage was clogged. Andrew then issued an estimate for the Long Block (engine) replacement.Part # [redacted] $4500.00 Labor 22.00 hrs.The customer had been to the shop in April 2016 for an oil change.On Nov. 30, 2016 Delta authorized [redacted] to perform an onsite evaluation of the vehicle to determine and/or confirm the complaint, diagnosis and cause of failure as reported by Andrew at [redacted]. Delta also obtained a [redacted] Report to evaluate service history of this vehicle. The [redacted] Report detailed non frequent oil change services. Very few services were ever performed. Oil changes were recorded in the following invoices : Attach [redacted] Report11/29/2005 3150 miles04/05/2006 7308 miles12/04/2010 59,169 miles04/04/2011 64,104 miles04/09/2016 116,216 milesPer the manufacturer and in the Owner’s manual oil & filter services are required every 5,000 miles or a minimum of once per year. The Centro Inspector was instructed as written in the report to make an independent evaluation of the actual failure.Delta Auto Protect claims service department informed the consumer of the status of the claim, the field inspector dispatch, and processed a request to review vehicle service records. [redacted] reported that he had only serviced the vehicle once for an oil change at [redacted] and had tire and steering services at [redacted] of which the claims were processed by Delta Auto Protect and the claims department had those invoices.On Dec. 1, 2016 [redacted] performed the onsite evaluation. The certified ASE Master Tech, Greg, called Delta while onsite at the Ford dealership. They were surprised at the quick response and not very cooperative with the field inspector. The Ford technician handed him printed data obtained from the earlier test performed. The Ford technician started the engine. Engine noise was heard. The Centro inspector proceeded with his evaluation.The [redacted] report is an active link and attached to this response;Attach [redacted] LinkThe report does include other important data. The vehicle does have emission, ignition PCM Performance, Towing Kit alterations/ modifications which are unacceptable and not allowed as per the Delta Auto Protect written agreement. The Inspector supplied photos of the aftermarket/add-ons:Modified Air Intake system, PCM Engine Performance Superchip programmer, and the Brake Towing controller. The report also confirmed the failure to be caused by the camshaft phaser. In the Delta Diamond Plus agreement the covered engine components are specifically listed. A camshaft phaser is not in coverage. In the excluded components Timing Tensioners and Guides are itemized as Parts and Services not covered.In the Delta Auto Protect exclusionary section failures caused by sludge, contaminated fluids or lubricants. Clearly a blocked oil passage is a failure caused by sludge and/or service neglect:V. EXCLUSIONS; PARTS AND SERVICES NOT COVERED. THE FOLLOWING ARE EXCLUDED BY OR NOTCOVERED UNDER THIS EXTENDED SERVICE PROGRAM:G. REPAIRS NEEDED IN WHOLE OR IN PART DUE TO: (I) FAILURE TO STOP DRIVING OR PROTECT YOUR VEHICLE FROM FURTHER DAMAGE AFTER EVIDENCE OF A BREAKDOWN APPEARS (E.G., WARNING LIGHT, SMOKE); (II) THE USE OF FUELS, OILS, FLUIDS OR LUBRICANTS OTHER THAN THOSE REQUIRED BY YOUR OWNER'S MANUAL OR AS OTHERWISE SPECIFIED BY THE MANUFACTURER; (III) FAILURE TO PERFORM MAINTENANCE SERVICES, OTHER NEGLIGENCE, MISUSE OR ABUSE (E.G., OVERLOADING, RACING, COMPETITIVE DRIVING ACTIVITIES OR SNOW PLOWING), OR FROM MODIFICATION, ALTERATION, TAMPERING, DISCONNECTION, IMPROPER TOWING, IMPROPER ADJUSTMENTS OR SERVICING, OR USING THE VEHICLE IN ANY MANNER NOT RECOMMENDED BY THE MANUFACTURER; (IV) ACCIDENTAL LOSS, OR EXTERNAL CAUSES SUCH AS WAR, RIOT, VANDALISM, OR OTHER CAUSE BEYOND THE REASONABLE CONTROL OF THE PARTIES; ANY AND ALL REPAIRS OR BREAKDOWNS CAUSED BY OR RESULTED FROM STRUCTURAL IMPACT, A VEHICULAR ACCIDENT, ROLLOVER OR UPSET, VEHICULAR THEFT AND OR COMPREHENSIVE INSURANCE LOSS; (V) RUST, SALT, CORROSION, WATER INTRUSION/LEAKS, ACID RAIN, CHEMICALS, TREE SAP, HAIL, FLOOD, LIGHTNING, FIRE, WINDSTORM, EARTHQUAKES OR OTHER ENVIRONMENTAL CAUSES OR ACTS OF NATURE; (VI) VIBRATION, DETERIORATION, DISCOLORATION, DISTORTION, DEFORMATION AND/OR FADING; OR (VII) SLUDGE, CONTAMINATED FLUIDS, OR LUBRICANTS.In conclusion the Delta claims department has complied with written agreement and procedure. The claim had been properly evaluated and had been denied as noted. The denial was not arbitrary or capricious.The modifications/alterations of the vehicle are non-compliant with the Delta written agreement. The blocked/clogged oil passage with sludge that inhibited/restricted oil flow to the camshaft phaser caused the failure.Delta has explained this factual information to the consumer. As per the written agreement this vehicle was and is non-compliant with coverage, therefore Delta will agree to terminate the contract. Delta will issue a refund waive the administration/cancellation fees. Delta will only deduct the cost of Payments made for Prior Claims and Fees incurred for this inspection from his refund.Ronald P[redacted]Sr. Claims Service Mgr.

A representative reached out to the consumer who advised the claims dept. never received the repair invoice to process the reimbursement. The consumer will be emailing it to the representative to process the reimbursement. Thank you.

A representative has followed up with the customer.  A copy of the check has been confirmed to have been mailed and a copy has been emailed to [redacted].

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: None of the items listed by Delta Auto Protect happened. They NEVER got in contact with the service advisor and service advisor never sent any documents to Delta because he or I have an email or a site for Delta to upload to and they never dispatched an inspector, I am sure of this because I had to pay for the evaluation. And there was no mention of the other repairs required that is covered by my policy.
Regards,
[redacted]

Thank you for bringing this to our attention. [redacted] requested cancellation on December 27th which was processed accordingly.

The initial claim was recorded by [redacted] The service provider reported the engine has seized. The service facility reported probable component failure was timing tensioners or guides. The service advisor reported the oil was low approx. 1 quart. The service advisor requested the engine...

replacement. At this time the engine was fully assembled. Delta advised they would send an independent field inspector to evaluate the vehicles condition.  The claim filed requires examination for actual component failure and cause of component failure. As per written agreement, the consumer must authorize teardown of the complete engine if needed to determine actual component failure. An independent inspector has been dispatched a second time to examine this vehicle and catastrophic engine failure. The inspector verified metal shavings and debris inside oil pump screen and oil pan. The inspector verified metal debris in lower crank case. The inspector and [redacted] service technician indicated there are engine and oil leaks. The actual component failure has not yet been determined. Removal of complete engine and teardown is required.

Thank you for bringing this to our attention. A full refund was processed to [redacted]'s payment method on file.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to also apologize to Delta Auto for accusing them of not covering what I was erroneously instructed by "experts" to be a valid claim for non coverage.  Based on the contract, they are in the right not to cover the part in question.  However, I do hope that Delta Auto does take this opportunity to make a diligent effort to improve their customer service and untimely response to their customer base and their third party claimants.  Much of this could have been avoided, if Delta Auto would have provided a timely response to me and my auto dealer. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I...

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]

Please see attached.. we are not able to upload the pdf because your site is down [redacted]

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I 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]

Thank you for bringing this matter to our attention, Delta Auto Protect takes customer service and satisfaction very seriously.  A manager in our administration office has contacted the customer and resolved the issue.Thank you, Delta Auto Protect

Feb. 28, 2018Dear Sir/Madam,The consumer had the vehicle serviced at [redacted] of Tysons Corner for insufficient AC quality. The repair facility requested replacement of a cooling fan assembly and a control arm. Delta Authorized the recommended repairs. A week later the same repair facility...

contacted the Delta claims department and reported the failure to be the AC compressor. The repair facility Denied any responsibility for the initial incorrect or incomplete AC diagnostics. The dealership refused to remove and reinstall the old cooling fan assembly. The dealership refused to provide any discount on Parts or Labor cost for this situation. The dealership refused to provide any price assistance.Delta has processed payment for these repairs. The repair facility has been removed from the approved repair shop list. As requested by the consumer, Delta has processed the pro-rated contract cancellation as agreed in the Delta ESP Statement Pages.See Attachment: Paid ReceiptRespectfully,Ron P.Sr. Claims Examiner

Thank you for bringing this to our attention. A representative has reached out to [redacted] who was kind enough to provide a new address to send another check.

Dear Sir/Madam,In regards to this complaint, a Delta Auto Protect
representative contacted [redacted] and resolved the issue.                 On January 15th a claims
representative was contacted from [redacted] at...

[redacted] regarding a
heater core that failed on [redacted]’s vehicle. The claim was processed and
authorized on January 16th. On January 23rd the service advisor
contacted Delta Auto Protect who advised the hose has failed which was denied
correctly according the coverage terms listed in section V. Exclusions. On February
12th [redacted] called Delta Auto Protect to cancel her coverage and
the prorate cancelation was emailed to the customer. Delta Auto Protect
received the repair invoice from [redacted] on February 13th and was sent for processing. On February 19th upon reviewing the
complaint a Delta Auto Protect representative contacted [redacted] who advised
she paid for the authorized amount of $317.86 and requested to adjust the
cancelation to reflect the authorized repair. The adjustment was made and
emailed to [redacted]. Upon electronic signature of the cancelation a check
will be mailed with tracking to [redacted]. Sr. Manager Ryan C

From: [redacted]<[redacted].com>Date: Tue, Feb 27, 2018 at 11:32 AMSubject: Re: You have a...

new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Good Morning,I want to Thank You for helping me get my refund back. You can now please close the complaint. I'm very Grateful for your help.Sincerely[redacted]