Delta Auto Protect

Thank you for bringing this to out attention. On December 6th the consumer requested a refund which was processed.

[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]

[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.]
Better...

Business Bureau:
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]

[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:In order to receive a refund Delta required me to take back any complaint made against their company. Since they never authorized required services necesssry on my vehicle it would be an impossible for me to do such a thing. I did not sign the cancellation form and informed them that the only way I would ever back down on my complaint is if they paid for all the required repairs per their contract. My complaint still stands strongly and I have started a legal action against them to make sure they understand the gravity of the situation and the breach of their contract
Regards,
[redacted]

Sept. 8, 2017Dear [redacted],This letter is in response to your complaint received via Email dated 09/07/2017. This response will be factual and contain pertinent information regarding the processing of this claim. This communication will also refer to the Delta Auto Protect written agreement to...

rebut your incorrect and defamatorystatements.Aug. 16, 2017 14:33 EDT - Initial claim report received from [redacted], Service Advisor for [redacted] Salt Lake City, UT [redacted]. Vehicle driven to the facility on 08/15/2017, mileage 121,719. The Service Advisor reported the Consumer complained of a "clicking noise when accelerating and a fluid leak under the car". [redacted] reported the upper engine torque mount #[redacted] was broken and the RH axle output shaft seal #[redacted] was leaking. The service advisor also reported the angle gear collar sleeve #[redacted] was ruined. The service advisor reported the collar internal splines were stripped. [redacted] also requested Authorization for replacement of the locking ring #[redacted].Aug. 16, 2017 15:55 EDT Delta claims department processed Authorization for the replacement of the upper engine torque mount and the output shaft seal. A Denial for replacement of the angle gear collar sleeve and locking ring was issued. Note the angle gear collar sleeve is solid metal has no moving internal parts. The angle gear collar sleeve contains no electrical components. The damages to the inner collar splines can result from excessive axle movement and/or lack of lubricant. The broken engine mount, a damaged locking ring or the loss of gear lubricant could have contributed to the metal spline damage. Furthermore, the Written agreement contained no component coverage for these parts. The written agreement excludes all subsequent or secondary damages caused by operator Continued use and/or service neglect. See the Delta Auto Protect signed written Agreement:Congratulations on YOUR purchase of a motor vehicle EXTENDED SERVICE PROGRAM from Delta Auto Protect. This EXTENDED SERVICE PROGRAM consists of the following terms and conditions and the STATEMENTS PAGE that accompanies this Agreement.I. DEFINED TERMS. For purposes of this EXTENDED SERVICE PROGRAM, the terms below are defined as followsC. COVERED PART means a part which is specifically covered under Section IV of this EXTENDED SERVICE PROGRAM, provided, however, - COVERED PART does not include any part which is excluded from Coverage by or not covered under any provision of section V of this EXTENDED SERVICE PROGRAM.M. MANUFACTURER means the company that manufactured YOUR VEHICLE.O. BREAKDOWN means the inability of a properly maintained COVERED PART to perform the function for which it was designed, due to defects in materials or Workmanship. BREAKDOWN does not mean the gradual or sudden reduction in operating performance of a COVERED PART due to any lack of proper maintenance or to non-use of a COVERED PART or non-covered part.IV. COVERAGE DETAILS.A. DIAMOND PREMIER covers the following listed components under section IV part A.8. 4x4/AWD: These components in the Transfer Case including: Drive chain, drive chain gears, planetary gears, ring shift forks, oil pump output shaft, main shaft washers, transfer case actuator, 4Wheel Drive actuator; Seals and gaskets during rebuilding, transfer case input shaft Seal, transfer case output shaft Seal.W. EXCLUSIONS; PARTS AND SERVICES NOT COVERED. THE FOLLOWING ARE EXCLUDED BY OR NOT COVERED UNDER THIS EXTENDED SERVICE PROGRAM:G. REPAIRS OR REPLACEMENT OF A COMPONENT NEEDED IN WHOLE OR IN PART DUETO: (1) FAILURE TO STOP DRIVING OR PROTECT YOUR VEHICLE FROM FURTHER DAMAGE AFTER EVIDENCE OFA BREAKDOWN APPEARS (E.G., WARNING LIGHT, SMOKE); (II) THE USE OF FUELS, OILS, FLUIDS OR LUBRICANTS OTHER THAN THOSE REOURED 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 FROMMODIFICATION, 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 RAN, 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, CONTAMINATE METALS, CONTAMINATED FLUIDS, CONTAMINATED FUELS, OR CONTAMINATED LUBRICANTS, ANY AND ALL PARTS OR COMPONENTS WHICH ARE NOT SPECIFICALLY LISTED UNDER SECTION IV COVERAGE DETALS IS THEREBY EXCLUDED UNDER THE TERMS OF THIS AGREEMENTR. ANY BREAKDOWN CAUSED BY MISUSE, ABUSE, NEGLIGENCE, LACK OF NORMAL MAINTENANCE SCHEDULED FOR YOUR VEHICLE FOR EXAMPLE, SOME VEHICLE MANUFACTURES REOUIRE THE TIMING BELT TO BE REPLACED AT SPECIFIC INTERVALS. FAILURE TO PERFORM SPECIFIED MAINTENANCE WILLRESULT IN A CLAM DENIALAug. 17-22, 2017 Numerous calls and discussions with the Service Advisor and the consumer. The Service Advisor now requested the replacement of the lower front engine mount. [redacted] also reported the [redacted] Angle Gear Assembly now needed complete replacement. The service facility had removed the unit and reported the internal gears binding. [redacted] reported the actual internal component failure had not been determined but the Complete replacement of the Angle Gear Assembly was common. The facility had not performed the Authorized replacement of the output shaft seal or the engine mount. The consumer had not Authorized the replacement of the angle gear collar sleeve. Delta claims dispatched an Independent Inspector to perform an onsite vehicle evaluation.Aug. 23, 2017. The onsite evaluation was performed for the vehicle. The Inspector confirmed the damaged engine mounts and the damaged splines within the angle gear collar sleeve. The Inspector recommended a complete teardown of the Transfer case to determine the full extent of damage.Aug. 24, 2017 18:28 EDT Rather than require a costly teardown, Delta Authorized the replacement of the Transfer Case assembly, two (2) engine mounts, the output shaft seals and the labor. Delta informed the Service Advisor of the availability of several LKO "Like Kind & Quality" Tested Used Transfer Case Assemblies. Delta provided the Service Advisor the Website, the address, phone number, vehicle mileage, win information for several replacement units available for 2004 [redacted]. The available units were from various [redacted] model years 2004-2006 with mileage from 92,467 to 109,905. The cost of the units varied from a low of $330.00 to $475.00. Only units engineered by [redacted] with the same gear ratio and design were approved. The units were all within a fifty (50) mile radius of the facility and could be delivered the next day. Several discussions with the advisor occurred. The Service Advisor insisted this facility would not accept or use any LKO, Salvage or Used parts. The Service Advisor was informed that Delta would be sending the two (2) new OEM engine mounts. A repair Authorization was issued for 5.5 labor hours and $675.00 allowance for a LKO/used Transfer case. The part allowance included the highest cost $475.00 plus a forty (40) per cent markup. The repair Authorization included the replacement Labortime as referenced by [redacted] / Pro Demand for these components. [redacted] 1/Pro Demand provides online automotive repair information and labor estimating guides as Licensed by [redacted] tools. The Service Advisor Was deliberately vague in his response to questions from the Delta claims examiner. The Service Advisor was not cooperative in determining the actual component description, extent of failure, or the cause of failure. The Service Advisor overestimated the actual Labor repair times. The Delta claim representative made consistent efforts to provide service as defined in the Delta written agreement The Consumer WaS argumentative. The Consumer was informed on several instances that the lack of cooperation Would only delay the servicing of the claim. The vehicle inspection and Delta Authorization for a LKO/used Transfer case were as agreed in the written contract. See the signed Delta Auto Protect Agreement:if a BREAKDOWN occurs:1. YOU must take YOUR VEHICLE to a repair facility in the UNITED STATES which has an ASE licensed mechanic capable of and appropriate equipment for diagnosing and repairing your vehicle. If you are traveling in Canada, take YOUR VEHICLE to the nearest repair facility in the UNITED STATES or Canada which has an automotive professional capable of and appropriate equipment for diagnosing and repairing YOUR VEHICLE. In either instance, and in the event of an emergency when neither of the foregoing options is possible, YOU must obtain PRIOR AUTHORIZATION from US, by calling TOLL FREE ###-###-####, BEFORE INCURRING ANY REPAIR COSTS.2. YOU must authorize the repair facility to tear down YOUR VEHICLE or to diagnose a problem. In the event that a non-covered part causes or contributes to the BREAKDOWN, there is no coverage under this EXTENDED SERVICE PROGRAM to reimburse you for repairs or pay for the cost of tear down.3. WE reserve the right to inspect YOUR VEHICLE to gather diagnostic or other necessary information regarding any claim. At OUR discretion, WE may move or tow YOUR VEHICLE to another location, at no expense to YOU, in order to inspect YOUR VEHICLE for these purposes.4. WE reserve the right to supply the covered replacement part/or/parts needed to complete the repair of YOUR vehicle.5. YOU must pay any applicable DEDUCTIBLE to the authorized repair facility. The DEDUCTIBLE is the amount of the REPAIR COST YOU must pay for each visit for repair of a BREAKDOWN Covered by this EXTENDED SERVICE PROGRAM, YOUR DEDUCTIBLE is specified on the STATEMENTS PAGE.In conclusion, Delta has correctly and thoroughly evaluated this claim request. The Authorization was processed as per the guidelines of the signed Written agreement. Delta has received notice of a libelous Internet post authored by the consumer. The hateful and defamatory statements made by the Consumer are totally without merit. The Content of these libelous and damaging statements are under review.Ron P[redacted]Sr. Claims Examiner

02/10/2016
Re: complaint #[redacted]
We have received this letter and would like to respond in kind. Delta Auto Protect holds a waiting period of 30 days and 1000
miles of driving in order for the coverage to become active. All Delta Auto
Protect representatives express this waiting period to...

all clients at the time of enrolling.  As per [redacted]’s complaint
on 2/5/2016 the claim was denied under factual basis.
                Our
protocol at Delta Auto Protect is for all customers to submit an odometer request upon signup to
verify what the client states to us is true and correct. The initial email to
provide the proper documentation was immediately sent on 11/23/2015 upon the
second attempt to sign up due to the first initial payment being declined. On
another phone call on 11/23/2015 which we have a recording that [redacted]
acknowledges that she will send the pictures the following day which were never
received. Administration repeatedly sent several emails on 11/23/2015,
01/02/2016, 01/03/2016 to for [redacted] provide proper documentation and to
sign the coverage that she agrees to the terms and to verify what she said was
true and correct, with no response.
                On the
date of 02/05/2016 [redacted]s repair facility called Delta’s claims
department stating she needed a new engine. The claim was denied due to [redacted] not sending in proper documentation that she drove the 1000 miles and
agreed to the terms. Therefore there would be no way for Delta to verify if the
vehicle entered the coverage in proper working order. When asked repeatedly if
she can provide proper documentation of her odometer upon sign up [redacted]
kept evading the question. Therefore, [redacted] did not enter the coverage
under proper terms and was refunded in full for the total amount of $448 with
no fees incurred.   
                Here at
Delta Auto Protect, we strive to take care of our clients to the fullest extent
according to our coverage terms, but we put steps in place to minimize issues
in the future.
Thank You,
Administrative Offices at Delta Auto Protect

[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 Whom it may concern: This claim has been satisfied. Proof of payment can be provided to the customer if requested.

[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 my only option and choice at this time. I do not agree with the company's assessment and feel that cancellation of my coverage- notification of which I received via email on August 15, which was prior to the time that I was able to send supporting documentation to the company regarding my initial complaint and their assessment- only supports the notion that Delta is unwilling to honor repair requests that are over a certain dollar amount. 
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]

Customer's claim was authorized and paid to shop via credit card.  Customer's repair center was not able to process payment due to cardholder not present.  An e-mail was sent to customer and a reimbursement check has been mailed for repair to customer.  A representative also tried...

calling the customer with no success.

Again, [redacted] could not provide proof of her odometer mileage upon signup.  Delta Auto Protect has this protocol in order to deter fraudulent claims.  Delta Auto Protect has refunded [redacted] in full and her account is closed. Please refer to contract Section VII Cancellations Letter C(ii).  Thank you,Delta Auto Protect

To whom this may concern, as the customer stated he received the credit on his [redacted] credit card and this has been resolved.

Please note an additional payment was sent to [redacted]
with a tracking number of [redacted] via USPS. The tracking number
was forwarded to the consumer. Thank you,AdministrationDelta auto Protect

Please see the attached file

[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:I did not click on the link on the first email. However, When I spoke to Shawn M[redacted] who had originally sold me the policy, in April 2017, he confirmed that the policy was active and that if there are any claims, the dealership could contact him or ant Customer service Representative. I believe there is a binding contract even if I did not electronically sign the document. I had 30 days to cancel the policy with effect from November 8, 2016. So did Delta Auto Protect. The Sales Person, Mr M[redacted], went over the policy conditions and since I was satisfied, I did not wish to review any further documentation. The company is now looking at a technicality to deny my claim. If any documentation was missing, they had ample time to bring this to my attention prior to March 1 2017 when the policy came into force. I believe I have a binding contract both ways.Regards,
[redacted]

A supervisor has reached out to [redacted] and stop payment as been made on the the previous check.  A new check has been issued and mailed [redacted] Tracking # [redacted]

Thank you for bringing this to our attention. A representative reached out to [redacted] today and resent the cancellation email with confirmation of [redacted]'s receipt. A full refund is being processed to the payment method on file as well as a confirmation email to the consumer.

From: Jordan<[redacted].com>Date: Thu, Apr 13, 2017 at 9:25 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] morning,I've called the [redacted] number this...

morning, 4/13/17, to request this complaint be removed. I believe it was merely a misunderstanding between myself and the other party.  I'm emailing to request that the complaint be removed and/or to reflect as if it was never opened, if that is an option.  Please feel free to reach out to me for any questions.  Also, how long will it take to have a response or conclusion for the complaint? Thanks so much for your time.Respectfully,Jordan S[redacted]