E C P, Inc.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/08) */
We have reviewed this claim for a second time. Certainly we want the customer to be satisfied with the purchase of our product.
We have contacted the customer to resolve this matter to their satisfaction.
Thank you,
[redacted]...

[redacted]
Claims Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business,[redacted] (dba: MaxxGard), agreed to settle this matter by refunding my original purchase price of their product. My part includes not filing any product warranty claims in the future.

We are in receipt of the additional correspondence from this customer.
Please be advised the warranty specially states all claims must be filed within sixty days of damage occurrence to be eligible for coverage.  This verbiage can be found on the warranty in the “VEHICLE OWNER’S DUTIES” section.
In an effort to further assist this customer, we have contacted her twice via phone to discuss this claim with her and left messages for return calls.   In addition, we have sent her correspondence via email. 
Once we are in receipt of the additional information we have requested, we can proceed with assisting the customer in this instance.
We thank you for the opportunity to assist this customer.  If anything further is needed, please do not hesitate in contacting us.
Sincerely,
[redacted]
Claims Manager

We are in receipt of the correspondence regarding this claim denial and appreciate the opportunity to explain the claim decision...

further.
 
After thoroughly reviewing the claim information submitted we have concluded the paint damage on this vehicle is not covered under the terms of the warranty. Unfortunately the damage being claimed is not due to fading, chalking, loss of gloss, weather-induced acid rain, tree sap, bird droppings, insect damage, sun's UV damage, hard water spots, de-icing agents/road salt, ocean spray, industrial fallout, or paint overspray on the factory paint which is what the warranty provides coverage for. The present condition that may have contributed to the damage on this vehicle cannot be prevented or corrected by the application of our products.
 
Please be advised damage resulting from peeling paint and scratches is specifically excluded under the terms of the warranty.
 
In addition, the warranty advises, “Failure of the customer to regularly inspect the vehicle in order to be able to file his/her claim within sixty (60) days following the occurrence of damage will relieve the manufacturer of all legal responsibilities under this warranty.”
The customer indicted the damage on his vehicle was present December of 2015, this is well beyond the required sixty (60) day reporting period.  This claim was received In October of 2016.
Due to the above findings, we were unable to honor this claim. We regret we are unable to meet the customer’s expectations in this instance but feel the claim was adjudicated in accordance with the written terms of the warranty. 
If there are any further questions or concerns we are happy to address them.
 
Thank you,
 
[redacted] Claims Manager

Just finished up with a claim with ECP, Inc. They were extremly prompt in thier replies and did exactly what they said they would do. Very professional and would recommend them to all my friends and family.

Complaint: [redacted]
I am rejecting this response because: none of the referenced warranty material is ever offered to the purchasers of this said warranty. Had we seen this upon shopping to purchase a preowned vehicle it would have drastically impacted our decision and we would not have spend the money on a plan with such notable limitations. While I am aware, now, of these limitations I still suggest that this protection warranty is sold without listing these limitations for the buyer to read through before purchase. As I stated, there is no documentation stating these discrepancies leading a buyer to purchase the warranties under false pretenses.
Unfortunately, this claim remains unresolved.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/09/25) */
We are in receipt of the above complaint from this consumer regarding the paint damage on the bumper of his vehicle. We feel that we have remained in full compliance with the terms of the warranty, and correctly assessed the denial of...

this claim as the warranty does not provide coverage for the current damage on the vehicle. However, as a good will gesture we are willing to offer $405.90 towards the repair of the current damage. This amount is based on the estimate provided by FSCC-PCB less sales tax. Please contact our facility ten days prior to the appointment date, and we will forward payment directly to the repair facility of the customer's choice. Please note no supplements will be honored for the repair of this vehicle as it is not a covered item.
Certainly we want the customer to be happy with the protection he purchased.
Please advise if there are any further questions or concerns.
We thank you for the opportunity to explain these circumstances and assist this customer.
Sincerely,
[redacted]
Claims Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/26/2014 I have made phone calls to ECP and can not get in touch with the Claims Manager [redacted] or anyone that I can make the arrangements in order to get my car fix. I have left 3 messages so far throughout the day. I have gave them my contact information but have never have they once call me back at all during this whole situtation. Also If they are going to reimbuse me for the damage on my car they will need to pay the entire estimate which is $432.28. I have four ways to be contacted. My address:[redacted], [redacted], XXXXX, my cell phone number XXX-XXX-XXXX, my secondary number XXX-XXX-XXXX and my email address [redacted]@gmail.com. If they are offering the pay they need to pay the entire amount call me instead of me constantly calling and can not even reach the manager stated that they would pay for the damages. I feel like they are trying to stall by not picking up the phone.
Final Business Response /* (4000, 9, 2014/09/29) */
I am in receipt of the additional complaint that Mr. [redacted] filed. The reason we are paying $405.90 is due to the fact that we are tax exempt in the state of [redacted] We do have documentation to provide the shop which exempts us as well as the customer from paying the tax.
In addition, I have tried to contact Mr. [redacted] on both phone numbers he has provided. I have left voice mails on both numbers.
Please advise the date of the appointment and we will forward the payment directly to the repair facility.
thank you,
[redacted]
Claims Manager

June 7, 2016   RE:  Case # [redacted]   We are in receipt of the customer’s additional correspondence regarding their interior damage under the Protector warranty.   Upon further review of this file we feel we have remained in full compliance of the warranty terms and conditions.  By signing the warranty at the time of purchase the customer agrees to the terms, conditions, and exclusions of the limited warranty.   In addition, any marketing material the customer may have seen or received, as indicate below, asks the customer to ask the Sales Person to see a copy of the written Limited Warranty before purchasing the warranty:   “The content of this marketing material is limited by its size. The entire terms, conditions, and exclusions, including but not limited to, your duties, of the Limited Warranty included in the purchase of the Appearance Protection products are included in the written Limited Warranty. Please ask your Sales Person to see a copy of the Limited Warranty before purchasing. The purchase of these products is optional and is in no way a condition to either the purchase or financing (obtaining credit) of a vehicle.”   We realize an unfortunate situation has arisen in this case, however we remain confident that our decision is accurate and compliant based on the terms of the warranty.    If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.   Respectfully Yours,   [redacted] Assistant Claims Manager

August 3, 2016  
serif;">RE:  Case # 11590998   We are in receipt of the complaint your office received regarding the claim under Auto Armor warranty RBCH7 [redacted].    I have pulled the customer’s file and conducted a thorough review.    There are several things we request from a customer when they file a claim with our office so we may fully review the nature of the claim and make a decision on the authorization or denial of the claim.   Two of these required items are color photos of the damage, and an itemized estimate to repair the damage.  In addition, as part of our claim process we utilize independent third party appraisal companies to evaluate damages.  This provides claimants with an unbiased independent avenue so that their claim can be evaluated further without influence.  The appraisers are not provided with any warranty information and are unaware of the coverage that the customer is eligible for under the Auto Armor Warranty.  In order to give the claim a more complete evaluation, we sent an appraiser from Property Damage Appraisers (PDA) out to look at the claimant’s vehicle and provide a full inspection report for our review.   Upon receipt of the inspection report from PDA, we were able to determine the paint damage on the vehicle was covered under the terms of the warranty and on June 24, 2016 we e-mailed the customer authorization for the amount of $150.00 (minus tax) based on PDA’s estimate.    On June 27, 2016 the customer called and wanted to cancel the warranty.  They also expressed their concerns about the product and the claim process.  I explained to the customer if the product fails and there is covered damage we would pay for the repairs.  I also explained the claim process and informed the customer the warranty is not cancellable as the cost incurred is for the purchase and application of the Appearance Protection products.  In addition, since the products are applied to the vehicle and cannot be returned or removed, a refund is not possible.   At that time the customer was unsure of what they wanted to do but informed me they would contact me if they decide to have the repairs completed.  Later that day the customer contacted me back informing me they wanted to have the repairs completed and the appointment date was July 25, 2016. We mailed the payment out in the amount of $150.00 on July 20, 2016.   We have not been made aware there were additional funds needed to repair the damage on the customer’s vehicle.  Certainly we would like our customer to receive full benefit of their warranty and have the repairs completed.  If the repair costs are higher than initially authorized we would need an updated estimate from the body shop.   In closing, we cannot honor the customer’s request to cancel their warranty however we can review the updated estimate for an increased authorization amount.   ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay.  Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business.  We appreciate our customer’s past patronage, and regret we were unable to assist with the cancellation of their warranty.   We appreciate the opportunity to explain the circumstances leading to the claim dispute.  If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.   Respectfully Yours,   Jennifer [redacted] Assistant Claims Manager

I have had my warren for going on 2yrs and recently had to make a claim for the backseat of my car. I have a 4yr old, anyone with a toddler can understand. I put in my claim and that was very simple. I spoke with my claims handler and was set up the very next day for the vendor to come out to me while I was working to complete the service request. They were prompt and efficient. The representative followed up with me through out the entire process. Efficiency and Customer Service at its best. All if the executions were set and not to mention the interior of my car looked brand new.I can't remember when I felt a business went above and beyond with out it being for you to hand a dollar off.

We are in receipt of the complaint regarding Mr. [redacted] claim and have honored his request.
 
Sincerely,
Claims Manager

Initial Business Response /* (1000, 5, 2014/04/23) */
I am in receipt of the complaint your office received from customer [redacted]
[redacted] claim has been handled and the customer is satisfied with the end result.
An interior technician was sent out to the customer's home...

and was able to successfully remove the stains in the vehicle.
Thank you for the opportunity to explain this claim situation.
[redacted]or
Initial Consumer Rebuttal /* (2000, 7, 2014/04/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/20) */
We are in receipt of the complaint your office received regarding the claim denial under Auto Armor Warranty LG XXXXXX.
I have pulled the customer's file and conducted a thorough review.
There are several things that we request...

from a customer when they file a claim with our office so that we may fully review the nature of the claim and make a decision on the authorization or denial of the claim. A completed claim form, color photos of damage, and an itemized estimate of repair are required to process a claim.
Upon receipt of these items, we were able to determine the rust damage on the vehicle was an old rust condition. The customer indicated the rust damage was initially identified in July of 2013. We did not receive the claim until August of 2014.
Below please find the Vehicle Owner Requirements included in the Auto Armor warranty:
VEHICLE OWNER RESPONSIBILITIES:
1. Vehicle owner should maintain the vehicle by regular washing and prompt use of touch-up paint on nicks and scratches. Every six months after the original product application, the owner should follow all instructions specified on the Auto Armor Environmental Maintenance Kit and use all products it contains in the manner prescribed.
2. CUSTOMER'S DUTY: Failure of the customer to regularly inspect the vehicle in order to be able to file a claim within sixty (60) days following the occurrence of covered damage will relieve manufacturer of all legal responsibilities under this warranty.
Please note item (2) whereby it states that all damage must be reported within 60 days of occurrence. Since this damage was not reported within the specified timeline, we the manufacturer under this warranty are relieved of any legal responsibility to remit payment or authorize repairs for this claim.
In addition based on the information submitted, the rust damage on the vehicle was determined to be a surface rust condition. Unfortunately the customer does not have coverage for this type of rust. Since no perforations (holes through the sheet metal) were present, we could not proceed with the claim.
In closing, the damage on the vehicle was not reported within the 60 day time period required under the warranty, and the damage is not covered under the terms, therefore we cannot offer any compensation in this instance. We regret that the customer is unhappy with our decision but we remain confident that it is accurate and in compliance with the terms of the warranty.
We appreciate the opportunity to explain the circumstances leading to the claim denial. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.
Respectfully Yours,
[redacted]
Claims Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to taking care of my vechicle I wash and wax my car constantly. I even used a poly guard paint sealer. When I noticed the rust on the fender, I didn't realize it was coming from the inside out, until I toke it to the body shop and he told us that it was on the inside. I pulled the plugs and there was no undercoating inside the plugs. If I knew this Company wasn't going to do a good job undercoating my car, I would have taken it to another Company.I will never take another car to this Company again to have undercoating. The warranty states a full 10 year repair and I filed the claim in August and it ran out in November. The management at the dealership, stated that I take very good care of my cars, that is why I keep them so long. My car is in very good condition except for the rust on the back quarter panel.I still feel strongly that this Company should honor their warranty and repair the rust on my car.
Final Business Response /* (4000, 9, 2014/12/01) */
We are in receipt of the customer's additional correspondence regarding the claim denial under his Auto Armor warranty.
Upon further review of this file we feel we have remained in full compliance of the warranty terms. The customer did not report his claim within the required reporting period of sixty (60) days. The damage was identified in 2013 and not reported until August of 2015.
As a gesture of good will we offer full and final compensation of $624.60 based on the estimate provided by [redacted] Body Shop. Since we feel we have remained in full compliance with our denial decision, no supplemental repairs will be honored in this instance.
The customer may contact us when he has scheduled an appointment for repair. At that time, we will send payment directly to the licensed repair facility of his choice.
We appreciate the opportunity to assist this customer.
Very truly yours,
[redacted]
Claims Supervisor

I filed a claim for a stain on my driver's seat. Liz was extremely helpful and the process was quick and easy. I would recommend having their products applied to your new car.

dont belive the E C P, Inc reivews. I am so happy with my auto armor and the job its done. the paint looks brand new and I have not scene any deterioration or marks for over 6 months. I also make sure to keep care of my car and keep it in a garage. seems like people forget that buying one product is all you need, but this def helps with long term care and bueaty

awesome, just make sure you go to the dealership you purchased the plan through. had this put on a used vehicle I purchased, noticed a bit of rust starting on the hood, brought the car back to the dealership 3 years later, they took care of everything. completely repaired it, was told ecp even covered a fresh protection. no out of pocket cost for me.

Stay AWAY from Auto Armor, I filed a claim for my driver seat being torn and they said its not a valid claim. Its a 2 inch tear where the seem is on the seat. I bought the 7 yr protection when I bought my car at Off Lease Only. The salesman said it cover everything! This was my first experience with AUTO ARMOR and I was lead to believe they are a good company, this is NOT so. This place is fake and they sell fraud. They have no plans of honoring any of their clients. They are just taking money from people on the front side and find away out of any claim. Buyer Beware, these guys will screw you!

[redacted]DO NOT PURCHASE THIS WARRENTY FOR YOUR VEHILCE[redacted]
Beware before you pay 849 dollars for this Warranty, that's what I paid any way. I purchased this warranty for my Lincoln on August 16th, 2013 and filed a claim three days ago January 23rd, 2017, just three years five months. I noticed surface rust on the roof of the Lincoln and now I am being told this type of repair will not be covered under this warranty, really!!!!! My warranty contract states "should the factory painted surfaces of the vehicle be damaged ECP will pay for the repair, well guess what they denied my claim.

My advice ......stay away from this company and their products. I bought "rust protection" from them and after a ridiculous claim process was told my rust issue was not covered because the rust was not "perforated". When I asked for a description of this I received no response. Also when I submitted my claim with pictures, description of the rust, my policy certificate and other docs I was told I needed a quote to have it fixed before they would determine if it was covered. They could have described "perforation" and I could have evaluated if a quote was needed. Instead I wasted more time going through their process.
When the product was sold to me at [redacted] I was told it gave me 10 year rust protection not 10 year "rust perforation" protection.....whatever that is
DO NOT USE THIS PRODUCT!