Dillard's Inc.

Complaint: ***
I am rejecting this response because: I was told by the dealer that the warranty was the best I could buy as far as extended warrantees are concerned and that for yrsor 24,miles I would not have to worry about anything .so I bought it I paid 2,now they don't want to help me out with a simple exhaust emission system I only had the truck for months shame on them ..or shame on me for trusting the dealer and not looking into the warranty a little bit closer .if they, century are so customer orientated then they should be willing to extend coverage for my exhaust/ emission system. Also, I have read in the Revdex.com complaints where century has gone out of there way to satisfy most if not all the complaints
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Good morning, Our first notice of this matter was on June 14, CASC received a complaint from the customer via the Revdex.com regarding his “Limited Product Warranty” (***- ValPro City Package)This matter arose out of the non-cancellable and non-transferability of the
VALPRO LWPThe customer requested either a refund of the remaining contract amount or the transfer of the contract to his new vehicle. However, our LWP states, “[p]roduct(s) have been applied to the Registered Vehicle and cannot be removedTherefore, this Limited Product Warranty is non-cancellable by either party” and “… [t]he original purchaser shall have the right to transfer the Limited Product Warranty to the first subsequent owner of the Registered Vehicle”Due to the customer’s statement that the VALPRO products had not yet been applied to the vehicle, CASC contacted the selling dealerUpon further communication, the selling dealer agreed to place the product upon and “transfer” the LWP to the customer’s new vehicleThe product was applied to the new vehicle on June 21, The original LWP has been cancelled on, and coverage the new LWP began on June 21, Please note that this was an exception based on this specific situation and the new LWP remains non-cancellable and non-transferrable to another vehicle Please contact us if you have any additional questions or concerns, Thank you, Century Automotive Service Corporation ###-###-####

After investigation on this concern I found that the documents in question were not properlydocumented in our systemThe payment could not be issed until the documents had been located.The payment of check will be issued on Monday April 25,in the amount of $1157.17 I apologize for delay
due to Century AutomotiveWe thank the customer for his patience and assistance

Complaint: ***
I am rejecting this response because:i would like to get a refund of what ever portion of this very tricky contract because I still have to repair my vehicle,im on a fixed income and need every penny .disability doesn't pay that much to be spending on a useless vehicle warranty.thank you very much Revdex.com.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Our housekeeping staff checks every television at the time of cleaning. The television in this room was in working order when the room was received. HOURS later, they reported this problem. It was our determination that the guest filing this complaint was the one that broke it, and
subsequently made up a story to not take the blame/responsibility. We did keep the security deposit for this room, and these guests are not allowed to stay here in the future unless they pay for the balance of the cost of the TV, and apologize for their actions. Even then, we most likely don't want them to stay here again. The "desired settlement" is comical--these people were not accused of any criminal acts; they broke something of ours and we hold them responsible. Suggesting we need training in dispute resolution can only be translated to mean that they want us to agree to their version of the story even though the television worked when they received the room, and was broken hours after they received the room

Good Morning Revdex.com
Complaint #***/***
In response to this concern, the contract that the customer has is a CTNX Level Coverage contractThe contract splits itself into levels of
coverage to fit the customers needsThis contract is a Level Level contracts include all items
listed in Level ,Level and
Level It is also noted at the bottom of each level, "Any part not specifically listed above is not covered"
Please see attached copy of contract coverage
Emisson Control items and Exhaust do not show as listed itemsThis is the reason that this request was denied
due to non covered components

Mr***, We apologize for the inconvenience and dissatisfaction you are experiencingWe have received and am investigating your inquiry. We will be in contact with you regarding this matter when more information is available. Thank you, Century Automotive Service Corporation

Upon further investigation of this claim, it appears that the claim was properly denied as the requested parts were not covered by the issued Vehicle Service ContractIt is our understanding that this complaint has been misdirected to our Company as it is based on alleged oral statements made by the selling DealershipWhile we are aware of this, we will be contacting the customer to provide them with a chronology of the handling of all their claims within the next three (3) business days

To whom it may concern, The above referenced consumer inquiry has been referred to me for reply. Our first notice of this matter was on September 11, when CASC received an email from *** *** requesting reimbursement for a rental vehicle in connection with the repairs on the
covered vehicle (see enclosed email correspondence and enclosed Rental Agreement Receipt)This request was denied due to the fact that *** *** is the sole contract holderAs an internal policy, CASC does not authorize payment to non-contract holdersOn September 25, CASC received a complaint via the Revdex.comAt that time, this matter was forwarded to my department for additional reviewUpon additional review and because *** *** appears to reside with the contract holder, CASC has authorized payment for three-days of rental vehicle coverageThe amount of coverage is based upon the initial authorization made at the time of claim initiation (see enclosed Claim Short, Page 5, entry 9/18/1:38:PM) Payment was made in the amount of ninety dollars ($90.00) to the contract holder on September 26, (see enclosed Claim Short, Page 5, entry 9/26/6:56:PM)Please note that this one-time payment was made as an exception to our internal policies and to ensure customer satisfaction. Please let me know if you have any additional questions or concerns, Century Automotive

On September 9th, 2016, Century Automotive Service Corporation (“CASC”) received a call from Ms***-*** regarding the initiation of a GAP claimThe CASC claims adjuster advised Ms***-*** of the claims process, and of the needed documents to process and file the GAP claimOn
September 16th ,2016 CASC received copies of the Retail Installment Contract, the GAP Amendment, and the Extended Warranty Cancellation Report from Ms***-***On September 20th, 2016, CASC received copies of the Insurance Settlement Summary and the Fair Market Valuation, and advised Ms***-*** of the remaining documents that were needed to complete her claimOn October 13th, 2016, CASC received a copy of the payment historyOn November 21st, 2016, Ms***-*** called to inquire on the status of the claimShe was advised that remaining documents needed to complete her claim were copies of the Insurance Settlement Check and the Insurance Declarations pageOn November 22nd, 2016, the last required document was receivedOn November 23rd, 2016, the claim was sent to final reviewUpon review of the documents, the date of loss was listed as July 28th, Century Automotive was not notified of the loss until September 09th, As of November 23rd, the claim has been finalized and payment will be mailed to the lender as disclosed in Ms***-*** GAP Amendment ContractCASC has been pleased to assist Ms***-*** in the process of filing her GAP claimUpon receipt all documentation, the claim was processed in two business days

Upon receipt of the Revdex.com inquiry I reopened the claimI investigated and found no basis deviate from the findings of the expertsThe customer took his vehicle to *** *** in Salem ORand a claim was initiated on 08/04/The customer's concern was Hard Start Long Crank Time and requested a
compression testbe performedIt was determined that engine had very low compression in both rotors(This is a rotary engine so rotors are the cylinders) Both rotors showedmore than 10% below minimum specificationsWe requested an outside independent expert to be sent to review the diagnosis of *** ***The independent inspection concluded the diagnosis that *** *** performed was correctThe conclusion from the experts is the engine has compression more than 10% below minimum specsdue to time and wearThis failure did not occur in the days and miles that Mr *** has owned this vehicleThe repair facilty concurs with this statement. Results of compression test have been provided for your review:TECHNICIAN PERFORMED COMPRESSION TEST WHILE I WAS THERE TO WITNESSCOMPRESSION TEST RESULTS FAILED INBOTH ROTORS #AND #SPARK PLUGS VISUALLY APPEAR IN GOOD WORKING ORDER WITH LITTLE WEAR ROTOR#CHAMBER TEST RESULTS = 5.7, 5.9, ROTOR#CHAMBER TEST RESULTS = 5.2, 5.3, SPEC (KGF/CM2) = WITH A MIN = 6.9The contract specifically states in the Exclusions Section letter N, "All covered components must be functioning properly at the time of the sale of thisvehicle and agreementPre-existing conditions are not covered" Please attachment for complete response

Good afternoon, The above referenced consumer inquiry has been referred to me for reply. Please allow me to provide you with a brief outline and chronology of the handling of this matter, as well as defining the relationship between the parties*** *** (the “contract Holder”) is the
holder of a ‘mechanical breakdown’ service contractThis agreement is between Contract Holder and the obligor/ administrator, Century Automotive Service Corporation (CASC)As administrator of the service agreement, we are duty bound to properly enforce it terms, conditions and limitations for coverageOur first notice of this matter was on November 3, CASC received a phone call from Contract Holder seeking information regarding reimbursement and to initiate a claim. On November 11, 2017, CASC received documentation from Contract Holder and a request for reimbursementOn November 28, 2017, Contract Holder’s claim was denied due to the following: (1) Complete finalized Invoice in contract holder’s name; (2) Invoice must have all the vehicle information-Vehicle Identification Number (VIN), odometer reading, Year, Make, And Model; (3) Complete and clear part numbers listed on invoice; (4) Clear labor time/charge listed for the repair; (5) Signature of the contract holder on invoice; (6) Proof of payment such as a credit/debit card slipA letter was mailed to Contract Holder outlining the denial reasons above on December 14, On December 27, 2017, Contract Holder contacted CASC regarding the status of the claimFurther investigation was made into this claim and it was discovered that no prior authorization was made prior to the repairs on the vehicleThis is a right held by CASC and expressed in Contract Holder’s Vehicle Service Agreement, which states “We reserve the right to require an inspection of Your Vehicle prior to any repairs being made” (see Service Agreement, under the heading “AGREEMENT HOLDER’S RESPONSIBILTY”, Subheading “Filing a Claim for a covered mechanical Breakdown”, item number “5”)On January 23, 2018, CASC received notice of a complaint filed on January 18, by the Contract Holder with your office, at that point the matter was referred to myself for further investigation and responseAt this time, CASC is unable to move forward with this claim for the reasons stated abovePlease also note that Contract Number *** has expired as of January 18, and no further coverage is availablePlease feel free to contact us with any additional questions or concerns,Century Automotive Service Corporation

Our first notice of this matter was on June 19, CASC received a phone call to initiate a claim for engine repairsOn this same day, an inspection was orderedOn June 22, 2017, the inspection was reviewed and no failure was foundOn June 23, CASC contacted the contract holder to explain
no failure was shown at the inspectionOn July 5, 2017, CASC received a phone call from Cerritos Dodge Incverifying a failure occurredOn July 18, 2017, CASC received a phone call from Cerritos Dodge Incstating that the vehicle had been towed to their facility for diagnosis and a second inspection was performedThe second inspection confirmed a log time unaddressed coolant leak at an engine freeze plug and determined the point of failure to be continued operation during overheating and that a valve seat had fallen out of the cylinder headOn July 20, the claim was subsequently denied due to the fact the valve seat is not a covered componentOn July 21, CASC received a complaint via the Revdex.com and the matter was forwarded for further investigation and replyUpon further investigation it was confirmed that valve seat failure due to continued operation is not a covered breakdown Notwithstanding the above, in an effort to promote customer satisfaction and to resolve this matter, on July 26, 2017, CASC authorized to cover this claim on a goodwill basis and issued an engine to Cerritos Dodge Incto initiate repairsAs of August 1, repairs are in progress

RE: Contract No*** *** Claim No*** To Whom It May Concern; The above referenced consumer inquiry has been referred to me for reply. Please allow me to provide you with a brief outline and chronology of the handling of this
matter, as well as defining the relationship between the parties. Mr*** *** (Contract Holder) is the holder of a ‘mechanical breakdown’ service contract (*** *** Wrap Vehicle Coverage Plan, Wrap Plus- Comprehensive Coverage)This agreement is between the Contract Holder and the obligor/ administrator, Century Automotive Service Corporation (CASC)As administrator of the service agreement, we are duty bound to properly enforce its terms, conditions and limitations for coverageOur first notice of this matter was on November 17, when CASC received a call to initiate the claim due to low oil in the vehicleOn December 14, 2017, CASC received information from *** Hyundai, the Repair Facility, indicating that they were unable to provide specifications for the oil consumption issue the vehicle was experiencing based upon the oil consumption resultsOn December 18, 2017, CASC reached out to the Repair Facility to follow up on the progress of the claim and no updates were providedOn that same day, CASC received a call from the Contract Holder requesting an update, at that time CASC informed the Contract Holder that no further progress had been made as we were still awaiting documentation from the Repair Facility regarding the oil consumption tests performedThis information was provided again to the Contract Holder during calls between the Contract Holder and CASC on December 19, and 21, On December 21, 2017, CASC spoke with the Repair Facility and again requested the documentation regarding oil consumption testsOn this same date, the Repair Facility requested maintenance records from the Contract HolderOn December 26, CASC authorized an inspection of the vehicle based upon the Repair Facility’s suggestion regarding the replacement of the engine blockThe results of that inspection were received by CASC on December 28, and indicated the cylinder rings have failed and are allowing an excessive amount of oil to pass into the combustion chamberThe inspector recommended a tear down of the engine to determine the cause of the failure and extent of the damage or to replace the engineThe failure of the cylinder rings can occur when proper maintenance is not performedOn December 28, 2017, CASC requested all supporting documentation for proof of maintenance as per the contract (see enclosed Service Agreement page 7, section Agreement Holder’s Responsibility)Based on the maintenance records supplied by the Contract Holder on January 15, 2018, there is a 33,mile gap between servicesAs per the manufacture oil changes are to be done anywhere from 3,miles for severe service or 7,miles for serviceThe records also indicated that the Contract Holder had an oil consumption test performed by a different repair facility on May 23, 2017, but did not initiate a claim with CASCNo other records were provided until the oil consumption test started at *** Hyundai October 26, Based upon this information, the vehicle had gone 8,miles from the last known oil changeOn January 18, 2018, CASC denied the claim based upon lack of sufficient maintenance records and continued operationPer the Service Agreement, “In addition, your Service Agreement does not apply to losses caused by or resulting from: BAny Breakdown caused by misuse, abuse, negligence, lack of maintenance or improper servicing by you after the purchase date of this AgreementFor any Breakdown caused by improper types or levels of fluids, lubricants, and/or coolants, or failure to protect your vehicle from further damage when [sic] Breakdown has occurred” (see enclosed Service Agreement page EXCLUSIONS-VSA, Section II., Subsection B.; see also, page 7, section Agreement Holder’s Responsibility, subsection Maintenance Requirements)At this time, CASC is unable to move forward with this claim for the reasons stated abovePlease feel free to contact me with any additional questions or concernsSincerely, Century Automotive Service Corporation

To whom it may concern, Our first notice of this matter was on August 3, when CASC received a letter from the contract holder requesting cancellation of the contract and a pro-rata refundOn November 16, CASC received a complaint from the contract holder via the Revdex.com
At that point, this matter was forwarded to the compliance department for further investigation and responseUpon investigation into the cancellation request, an internal miscommunication regarding the cancellation of the contract holder’s specific contract type, was discoveredThis miscommunication was resolved and CASC began processing the cancellation requestAt that time, it was discovered additional information was necessary from the contract holder regarding the vehicle’s mileage at the time of sale and began contact with the contract holder to gather this informationUpon receipt of the additional documentation, CASC cancelled the Contract and issued its portion of the pro-rata refund to the Selling DealerOn December 4, CASC issued its pro-rata refund to the Selling DealerThe Selling Dealer will then issue the total pro-rata refund to the contract holderCASC advises that the contract holder allow at least two (2) weeks for internal processing by the Selling Dealer.Please feel free to contact me with any additional questions or concerns, Century Automotive Service Corporation

***
Concern ***
If a refund is the way you would like to go then you will need to contact the contract holder and request paper work to
apply for a refundThe selling dealer will need to process this request for you
Any other assistance feel free to contack me at
***
Duane S***

I would like to state I reviewed this concern and will state facts documented to the claimClaim was created on 06/27/at 12:PMContract showed expiredCustomer was advised and stated she would contact the holder of the contract and get the concern resolvedAs we are only the
administrator of the contract we could not change the expired contract till the holder of the contract repaired the descrepency of the expiration dateSelling dealer corrected the contract on 7/7/We left VM for customer on 7/7/that corrections had been made and to please have the repair facilty contact us to continue with claimWe contacted repair facility 7/7/and had to leave a VM for Ryan to contact us to continue claimRepair facility called back 7/14/with estimate to repair vehicleWe ordered an inspector to go to repair facility to review failure on 7/14/We contacted customer, 7/14/2016, to advise of the inspection and it would take 24-hours ( business days)Report was received back 7/18/and repair authorized, with repair facilties parts, on 7/18/at 12:PMService Advisor Ryan acknowledged authorization 7/18/at 12:PMCustomer called 7/19/and demands she get a "new transmission"We explained to her that the only time the transmission is new is when the car is brand newAll transmission after that point are remanufactuered.On 7/26/Service Advisor called and advised that once the transmission was installed they could not reprogram the unit and it would have to be towed miles total round trip, to a Nissan Dealer, at a additional cost of $The are not able to perform a complete repairI authorized the additional for customer satisfaction as the contract has no provision for repair facilities who can not perform entire repairs.So from the date that we received a repair estimate till the time the inspection was completed and authorization given, was a time period of days only two of those days were business daysI do not feel we are at fault for any delays on this repairI will allow the additional hrs labor requested that they want to charge the customer and I will waive the deductableThe repair facility will be contacted today 7/27/with an updated authorization

Good Afternoon,Upon further investigation into this matter, it was determined that the Repair Facility had refused to accept the used engine offered by CASC for repairs and issued a quote for a new engine, which exceeded the NADA actual cash value of the vehicleThe customer was informed of this
and offered the actual cash value of the vehicle in lieu of the total repair cost Due to the fact that repairs for this customer could be completed within the allotted actual cash value if they were completed with a used engine, CASC contacted the Repair Facility in an effort to resolve the issue and initiate repairsOn June 1, 2017, the Repair Facility agreed to accept the used engine and complete the necessary repairsOn June 1, 2017, authorization was given and an engine was shipped to the facility with an estimated delivery between June 6, and June 7, Repairs are anticipated to be completed by Friday June 16, 2017. Please feel free to contact us with any additional questions or concerns. Thank you,Century Automotive Service Corporation###-###-####

Complaint: ***
I am rejecting this response because:I will state again, that according to *** *** shop report, this vehicle had passed all inspections, and was considered goodThere was nothing in their report that indicated anything was badWhich does mean, at the time of their sale/my purchase, this vehicle WAS considered in good, properly working conditionThere was no indication of the engine issueThey didn't find one doing their shop inspections, and I didn't find one at time of purchaseThere really is no other way for someone who is looking to buy a car to find out if it is considered good, other than test drives and dealer shop reports, which were all goodIt wasn't until several days later, when I did start having problems, and started reading random internet forums about this specific car, that I even became aware of the compression issueAnd mentioning *** *** "many generous offers," was actually one, not so generous offerAll they had said was, I could bring the Mazda in to them, and he would work with me on finding a different vehicleI did this on Monday, August 15thHe had several, several cars, on his lotAll of which he said he was "not into well enough to work out a deal." I had brought my mother-in-law to help look at the cars he hadAfter looking and asking about more than cars, all of which he said he was "not into enough to deal," he said that if he eventually gets one that could work, he'll let me know, then walked back into his office and left us outside
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***