Dillard's Inc.

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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 Just don't want to deal with wasting my time. Obviously they don't care and I've had enough. After I was told that they would wave the detectable, my repair shop said that I needed to pay the deductible because a century service supervisor did not approve waving the fees. A few hours after I went to pick up my vehicle century service finally decided that they would now waive the fee that was described in the letter that was sent through the Revdex.com.I had to wait an extra two hours for my vehicle and take off from work. I think I talked to no less than five customer service reps who I had to update each time I spoke to them because there was not one point of contact, and apparently writing/reading notes is not a common practice there. Communication was horrible! My repair shop said that they will never take a vehicle that has century service as a provider. One customer service rep said "tell your repair shop to man up and stop being babies" (I have a recording of this statement)I submitted a complaint in 2014 about my car needing to be fixed and they said I wasn't covered under warranty, I just found out that it was covered. This company is unethical!At the very least remedial training for customer service for their supervisors is completely appropriate!
[redacted].

Upon receipt of the Revdex.com inquiry I reopened the claim. I investigated and found no basis deviate from the findings of the experts. The customer took his vehicle to [redacted] in Salem OR. and a claim was initiated on 08/04/2016. The customer's concern was Hard Start Long Crank Time and requested a...

compression testbe performed. It 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 specifications. We requested an outside independent expert to be sent to review the diagnosis of [redacted]. The independent inspection concluded the diagnosis that [redacted] performed was correct. The conclusion from the experts is the engine has compression more than 10% below minimum specsdue to time and wear. This failure did not occur in the 7 days and 383 miles that Mr [redacted] has owned this vehicle. The 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 WITNESS. COMPRESSION TEST RESULTS FAILED INBOTH ROTORS #1 AND #2. SPARK PLUGS VISUALLY APPEAR IN GOOD WORKING ORDER WITH LITTLE WEAR ROTOR#1 CHAMBER TEST RESULTS = 5.7, 5.9, 5.7 ROTOR#2 CHAMBER TEST RESULTS = 5.2, 5.3, 5.2 SPEC (KGF/CM2) = 8.5 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 agreement. Pre-existing conditions are not covered" Please attachment for complete response

[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]

Complaint: [redacted]
I am rejecting this response because:I kept the car running in good condition. Gave it oil changes when it was necessary. Provided all documents I had when they asked. Hyundai even provided all paperwork when they asked for it, even though they said they didn’t. They’re crying over 1 oil change that they said I didn’t do. I say that wouldn’t cause the problem that it has now. They’re just looking for any reason not to pay out on fixing my car. I hope they grow a conscience and realize what they’re putting people through. How sad.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[redacted]
Concern [redacted]
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 refund. The selling dealer will need to process this request for you.
Any other assistance feel free to contack me at
[redacted]
Duane S[redacted]

Dear Revdex.comSince this matter has been brought to my attention I have contacted the service contract and they have agreed to Goodwill this repair for Customer Satisfaction for [redacted]. I want to remind the customer that this repair is not a covered repair under his service agreement...

because the failed component is not an internally lubricated component but again, it has been Goodwilled for him. We want to Thank Mr [redacted] for supporting his selliing dealer and hope that he will return to them in the future for his automobile needs. Any questions feel free to contact me.

[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]

After investigation on this concern I found that the documents in question were not properlydocumented in our system. The payment could not be issed until the documents had been located.The payment of check will be issued on Monday April 25,201 in the amount of $1157.17 I apologize for delay...

due to Century Automotive. We thank the customer for his patience and assistance.

[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. although I find their business practices to be less than savory.  At no time during the submittal and review period did the company make an attempt to contact me to obtain the required documentation.  Thank you for your assistance in this matter. I believe that without your organizations assistance that I would still be given the run-around by this company.  In the future I will be certain inform my friends and family members to research (Revdex.com) before agreeing to a vehicle warranty provided by the used vehicle dealer.
Best Regards,
[redacted]

Our first notice of this matter was on June 19, 2017. CASC received a phone call to initiate a claim for engine repairs. On this same day, an inspection was ordered. On June 22, 2017, the inspection was reviewed and no failure was found. On June 23, 2017 CASC contacted the contract holder to explain...

no failure was shown at the inspection. On July 5, 2017, CASC received a phone call from Cerritos Dodge Inc. verifying a failure occurred. On July 18, 2017, CASC received a phone call from Cerritos Dodge Inc. stating that the vehicle had been towed to their facility for diagnosis and a second inspection was performed. The 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 head. On July 20, 2017 the claim was subsequently denied due to the fact the valve seat is not a covered component. On July 21, CASC received a complaint via the Revdex.com and the matter was forwarded for further investigation and reply. Upon 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 Inc. to initiate repairs. As of August 1, 2017 repairs are in progress.

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. [redacted] (the “contract Holder”) is the...

holder of a ‘mechanical breakdown’ service contract. This 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 coverage. Our first notice of this matter was on November 3, 2017. 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 reimbursement. On 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 slip. A letter was mailed to Contract Holder outlining the denial reasons above on December 14, 2017. On December 27, 2017, Contract Holder contacted CASC regarding the status of the claim. Further investigation was made into this claim and it was discovered that no prior authorization was made prior to the repairs on the vehicle. This 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, 2018 by the Contract Holder with your office, at that point the matter was referred to myself for further investigation and response. At this time, CASC is unable to move forward with this claim for the reasons stated above. Please also note that Contract Number [redacted] has expired as of January 18, 2018 and no further coverage is available. Please feel free to contact us with any additional questions or concerns,Century Automotive Service Corporation.

[redacted]
Concern [redacted]
The contract that you purchased is a legal and binding contract. You entered into this contract with the people you purchased it from.
We are a claims administartion company that adjudicates claims per the contract. We can't change what the legal document
states as covered. It is not a question of want or not but a question of legality. Maybe your concern revolves around the purchase
of the contract and what was stated to you,  not with the adjudication of the contract

Mr. [redacted], We apologize for the inconvenience and dissatisfaction you are experiencing. We 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

[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, Our first notice of this matter was on August 3, 2017 when CASC received a letter from the contract holder requesting cancellation of the contract and a pro-rata refund. On November 16, 2017 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 response. Upon investigation into the cancellation request, an internal miscommunication regarding the cancellation of the contract holder’s specific contract type, was discovered. This miscommunication was resolved and CASC began processing the cancellation request. At 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 information. Upon receipt of the additional documentation, CASC cancelled the Contract and issued its portion of the pro-rata refund to the Selling Dealer. On December 4, 2017 CASC issued its pro-rata refund to the Selling Dealer. The Selling Dealer will then issue the total pro-rata refund to the contract holder. CASC 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

On September 9th, 2016, Century Automotive Service Corporation (“CASC”) received a call from Ms. [redacted] regarding the initiation of a GAP claim. The CASC claims adjuster advised Ms. [redacted] of the claims process, and of the needed documents to process and file the GAP claim. On...

September 16th ,2016 CASC received copies of the Retail Installment Contract, the GAP Amendment, and the Extended Warranty Cancellation Report from Ms. [redacted]. On September 20th, 2016, CASC received copies of the Insurance Settlement Summary and the Fair Market Valuation, and advised Ms. [redacted] of the remaining documents that were needed to complete her claim. On October 13th, 2016, CASC received a copy of the payment history. On November 21st, 2016, Ms. [redacted] called to inquire on the status of the claim. She was advised that remaining documents needed to complete her claim were copies of the Insurance Settlement Check and the Insurance Declarations page. On November 22nd, 2016, the last required document was received. On November 23rd, 2016, the claim was sent to final review. Upon review of the documents, the date of loss was listed as July 28th, 2016. Century Automotive was not notified of the loss until September 09th, 2016. As of November 23rd, 2016 the claim has been finalized and payment will be mailed to the lender as disclosed in Ms. [redacted] GAP Amendment Contract. CASC has been pleased to assist Ms. [redacted] in the process of filing her GAP claim. Upon receipt all documentation, the claim was processed in two business days.

Complaint: [redacted]
I am rejecting this response because:I will state again, that according to [redacted] shop report, this vehicle had passed all inspections, and was considered good. There was nothing in their report that indicated anything was bad. Which does mean, at the time of their sale/my purchase, this vehicle WAS considered in good, properly working condition. There was no indication of the engine issue. They didn't find one doing their shop inspections, and I didn't find one at time of purchase. There 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 good. It 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 issue. And mentioning [redacted] "many generous offers," was actually one, not so generous offer. All they had said was, I could bring the Mazda in to them, and he would work with me on finding a different vehicle. I did this on Monday, August 15th. He had several, several cars, on his lot. All 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 had. After looking and asking about more than 5 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,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Our records indicate the contract [redacted] was cancelled on 09/06/2016. Our portion of the refund was sent to PayLink, the lienholder, on the following business day. I have spoken with Mrs. [redacted] on multiple occasions. She did state that she is aware the Century is not at fault. Mrs. [redacted] has...

made multiple attempts to collect her cancellation refund from the seller, Express Protect. [redacted] states that everyone she has spoken with from Express Protect has given her the run around. She has been advised by Express Protect the her refund is either on the way, or lost but has been reissued. Once Century was made aware of the situation on 11/29/2016, we stepped in and will be refunding her directly. On 12/05/2016 Mrs. [redacted] was contacted by Century Customer Service to inform her that she should be receiving a refund form Century.

Complaint: [redacted]
I am rejecting this response because:Century Automotive states that, "at time of purchase, the vehicle must be in properly working condition." This vehicle WAS in properly working condition upon purchase. When I showed up at the dealership to look at the vehicle, it started fine. I did a test drive, and everything worked fine, there was no issues with idling, or running in general. The next day, my wife had came to look at it, and for us to sign the purchase papers. Again, she test drove it. It started with no issues, and during the test drive, everything was running fine. It wasn't until several days later that I was noticing any issues at all. It takes more than a couple seconds for the ignition to crank the motor on. If the car had been driven recently, then it would take even longer, sometimes two tries to start. These issues were not present during mine and my wife's test drives, or I wouldn't have purchased the vehicle. If Century Automotive's defense is that the vehicle must be working properly, and from what both of us could tell that it WAS, yet they're still refusing to fix the issue, then before these contracts are sold Century Automotive needs to do their own "properly working" checks on the vehicles. The dealership whom I purchased this vehicle from, [redacted], contacted me on 8-11-16, and offered me a solution. They said I could bring the car back to them, they would cancel the service contract with Century Automotive for a 100% refund, and they would work with me to get a different vehicle for around the same price or lower. I told them I would have to think about it, and have not responded yet. I have thought about taking that offer, if Century Automotive still refuses to fix this.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]