I have had to pay $1000 for the original interior and rust proofing for cars that normally last 10 to 20 years as per prior rust proofing normal for that type of car and scotchguarding, for a fraud that just "terminated all public services" for both, will not provide services for either, and has stated 'sue me make me" falsifying something not in any document or prior contact with just the interior seeking to vandalize the car. The cost of recoating since are nearly another $1000 where Honda for example backs its rust proofing per car warranties and that warranty that per ECP is a nightmare as I had had to pay for all of this for fraud seeking to rust out a car and reduce its normal lifetime to maybe 50% or less. Car also vandalized attempting to do the same keying through the entire doors to the metal just prior to, a few miles from their office.
Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ We are in receipt of the complaint information regarding the interior claim denial under the Protector Warranty Certainly we would like to further investigate the damage to ensure the customer receives the benefit of the product that was applied to the interior of his vehicleWe have arranged to send a mobile technician out the customer's home at his convenience to further inspect the damage on the dashboard of this vehicle Once in receipt of the report from the technician, we will further review the claim Thank you, [redacted] Claims Manager Consumer Response / [redacted] (3000, 12, 2014/10/06) */ The business is stating its a manufactures defect and is not covering itI contacted Nissan corporation and they are saying its not a manufactures defect and based on this being a 3rd car bought threw them and always taking my cars for repairs and maintenance they are willing to cover and pay for the dashboard but not the laborAt this time I don't think I should pay for neitherI submitted this over to the National Highway Traffic Safety Administration (NHTSA) Confirmation number (ODI Number) is: XXXXXXXX as wellIf anything since I have the coverage through ecpinc, they should cover the labor cost at-least since Nissan corporation is advising its not a manufactures defect Business Response / [redacted] (4000, 14, 2014/10/10) */ We are in receipt of the complaint information provided regarding this Protector Claim denial Upon further review of the claim information, we remain confident that our denial decision was accurate and in compliance with the terms of the warrantyThe Protector product applied to the interior of this vehicle cannot prevent the type of damage the customer is experiencing from occurring At this time we would like to request a labor only estimate to repair the dashboard of this vehicleWe will review the claim with the Consumer Review Panel to see if there is a change in the denial decision upon receipt of this estimate Thank you, [redacted] Claims Supervisor Consumer Response / [redacted] (4200, 16, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The protector product is for the exterior of the car not the interiorI've had holes repaired in my leather through your company with no issues as well getting acid spots to the exterior of my car fixed by it being paintedThis dashboard is affected by the Sun uv rays causing this issueI talked to the service manager Rich at Courtesy Nissan of Tampa and he advised me that they cannot provide a paper estimate only a request order at the time the car will be fixedI am still waiting for the dashboard to arrive but the cost for the dashboard itself was quoted at $which Nissan corporation is paying forThe labor is going to be $plus taxThe reason it is so low is because Nissan Corp is also having the labor rate reduced to nissans cost and not the customers regular labor ratesThe number to Nissan Service is XXX-XXX-XXXX and you can request to talk to the service manager Rich or the service agent Karim which can provide the details of the labor cost if you need to confirm it since they cannot produce an estimateThank you for your time and consideration Consumer Response / [redacted] (-5, 18, 2014/11/05) */ I sent the request order showing the labor charges from Nissan that was requested to [redacted] @ecpinc.net on 2:16pm estpdf file was attached to email Business Response / [redacted] (4000, 19, 2014/11/06) */ We are in receipt of the estimate provided by the Protector customerAs a gesture of good will, we would like to authorize the repair labor cost of the dashboard in the amount of $based on the estimate provided Please advise the date of the repair and we will forward payment direct to the repair facility Thank you, [redacted] Claims Supervisor Consumer Response / [redacted] (4200, 21, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am forever grateful for your company taken care of the labor cost and really do appreciate itNissan would not supply an estimate so I sent you the request orderThe only way to get the request order was to pay for the dashboard labor on and have Nissan install the dashboardAttached is the receipt of the paid labor by my son Kevin [redacted] and I will also forward a copy to email address [redacted] @ecpinc.netIs it possible to send a check directly to me instead of the facility [redacted] Business Response / [redacted] (4000, 23, 2014/11/20) */ Per the customers request we have issued payment directly to him We are happy the customer is satisfied with this resolution Thank you, [redacted] Claims Manager Business Response / [redacted] (2000, 25, 2014/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely happy that this was taken care ofThe safety is now restored, no more glareDriving for myself and my passengers [redacted] back to normalthank you so much
Complaint: [redacted] I am rejecting this response because: none of the referenced warranty material is ever offered to the purchasers of this said warrantyHad 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 limitationsWhile 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 purchaseAs I stated, there is no documentation stating these discrepancies leading a buyer to purchase the warranties under pretensesUnfortunately, this claim remains unresolved Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ We are in receipt of the correspondence regarding this customers concerns An email was sent to this customer today that answered his questionsIn the event that this customer has further questions or concerns, he may contact us at any time for assistanceOur toll free number is X-XXX-XXX-XXXX and we are happy to assist with a live operator Monday thru Friday 8am - 4pm central standard time Thank you
Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ We are in receipt of the complaint regarding customer [redacted] ***I have pulled the file and conducted a thorough review of the claim As part of the claim process, we utilize independent adjusters to inspect vehicles and provide a full report on the findingsThese adjusters are unaware of the warranty coverage, and do not have any information on the warrantyThey are sent out to provide an unbiased report on the current damage The adjuster that inspected this vehicle advised there was overspray on this vehicleOverspray can result from many different sources (i.epaint, chemical)Unfortunately overspray is not covered under the terms of this warrantyThe product applied to this vehicle for protection can prevent damage occurring as a result of fading, chalking, loos of gloss, acid rain, tree sap, and bird droppings Since the damage on this vehicle is not resulting from one of the above named sources, we were not able to offer compensation on this claimThe products applied to this vehicle for protection cannot prevent overspray damage from occurring We appreciate the opportunity to explain this claim denial and feel we have remained in compliance with the warranty terms Sincerely, [redacted] Claims Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the inspector's report and there is no statement of oversprayThe inspector even stated to me that he thought it was paint and I told him to look closer as it seems that what ever it is has taken the paint offHe said you are right and then said he didn't know what it wasI am attaching a copy of the report where it is stated that the damage was paint and it was stated at the time of inspection that he didn't think it was paint Final Consumer Response / [redacted] (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive any type of information from the companyI am still waiting and still requesting a refund or for my vehicle to be repaired as per the terms in the agreementThis response was over weeks ago Final Business Response / [redacted] (4000, 13, 2014/10/01) */ We feel that the decision we made regarding the claim denial under warranty PEID XXXXXXX was in full compliance under the terms of the warrantySince we operate professionally and courteously we would like to offer a gesture of good will in an effort to provide the customer with a satisfactory resolution At this time we are offering $towards the repair of the damage located on the vehicleThis amount is based on the estimate from [redacted] Body less the sales taxPlease note we are tax exempt in the state of New York Please advise the date of the appointment and we will send the funds directly to the repair facility of the customer's choice In addition, please note no supplements will be honored for this repairIn the event there are additional costs associated with this repair, they would be the responsibility of the customer We appreciate this opportunity to assist the customer Thank you, [redacted] Claims Manager
I expected a hassle getting warranty coverage when the Diamond Coat sealant separated in a few places...to my absolute surprise, the company was very responsive, polite and quick, helped me through the process to get it repaired, and my car finish looks showroom new I would absolutely recommend ECP
Initial Business Response / [redacted] (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 claimA 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 conditionThe customer indicated the rust damage was initially identified in July of We did not receive the claim until August of Below please find the Vehicle Owner Requirements included in the Auto Armor warranty: VEHICLE OWNER RESPONSIBILITIES: Vehicle owner should maintain the vehicle by regular washing and prompt use of toupaint on nicks and scratchesEvery 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 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 days of occurrenceSince 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 conditionUnfortunately the customer does not have coverage for this type of rustSince 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 day time period required under the warranty, and the damage is not covered under the terms, therefore we cannot offer any compensation in this instanceWe 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 denialIf 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 / [redacted] (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 constantlyI even used a poly guard paint sealerWhen 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 insideI pulled the plugs and there was no undercoating inside the plugsIf 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 undercoatingThe warranty states a full year repair and I filed the claim in August and it ran out in NovemberThe management at the dealership, stated that I take very good care of my cars, that is why I keep them so longMy 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 / [redacted] (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 termsThe customer did not report his claim within the required reporting period of sixty (60) daysThe damage was identified in and not reported until August of As a gesture of good will we offer full and final compensation of $based on the estimate provided by [redacted] Body ShopSince 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 repairAt 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
Initial Business Response / [redacted] (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 vehicleWe 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 vehicleHowever, as a good will gesture we are willing to offer $towards the repair of the current damageThis amount is based on the estimate provided by FSCC-PCB less sales taxPlease contact our facility ten days prior to the appointment date, and we will forward payment directly to the repair facility of the customer's choicePlease 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 / [redacted] (3000, 7, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 9/26/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 fixI have left messages so far throughout the dayI have gave them my contact information but have never have they once call me back at all during this whole situtationAlso If they are going to reimbuse me for the damage on my car they will need to pay the entire estimate which is $I have four ways to be contactedMy address: [redacted] , [redacted] , XXXXX, my cell phone number XXX-XXX-XXXX, my secondary number XXX-XXX-XXXX and my email address [redacted] @gmail.comIf 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 damagesI feel like they are trying to stall by not picking up the phone Final Business Response / [redacted] (4000, 9, 2014/09/29) */ I am in receipt of the additional complaint that Mr [redacted] filedThe reason we are paying $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 providedI 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
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We have reviewed this claim for a second timeCertainly 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] Claims Manager Initial Consumer Rebuttal / [redacted] (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 productMy 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
August 3, serif;">RE: Case # We are in receipt of the complaint your office received regarding the claim under Auto Armor warranty RBCH [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, we e-mailed the customer authorization for the amount of $(minus tax) based on PDA’s estimate On June 27, 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, We mailed the payment out in the amount of $on July 20, 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
"Tahoma","sans-serif We are in receipt of the complaint regarding the interior claim for Mr [redacted] Our products were designed to protect the interior surfaces of treated vehicles against permanent stains resulting from a minor cuts, or mishaps occurring by children or pets They were not intended to protect against catastrophic events such as the one described by the claimant However, in the interest of consumer satisfaction, and as an upstanding company that stands behind its products, ECP is choosing to authorize the covered repairs to this vehicle The customer has been sent correspondence regarding this authorization via email We appreciate the opportunity to review this claimIf you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Thank you, [redacted] Claims Manager
Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ August 15, RE: Case # XXXXXXXX We are in receipt of the complaint that your office received regarding the claim denial under Auto Armor warranty ASRSP 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 claimTwo of these required items are color photos of the damage, and an itemized estimate to repair the damageIn addition, as part of our claim process we utilize independent third party appraisal companies to evaluate damagesThis provides claimants with an unbiased independent avenue so that their claim can be evaluated further without influenceThe appraisers are not provided with any warranty information and are unaware of the coverage that the customer is eligible for under the Auto Armor WarrantyIn order to give the claim a more complete evaluation, we sent an appraiser from United Automotive Appraisals (UAA) out to look at the claimant's vehicle and provide a full inspection report for our review Upon receipt of the inspection report from UAA, we were able to determine the rust damage on the vehicle was an old rust conditionThe adjuster indicated the rust damage to be "long term perforated rust"In addition, upon further review of the photos and estimate the customer submitted we were able further substantiate that the rust damage on the vehicle was old rust damageThe photos submitted illustrate the fact that the damage was present beyond the day time period required to submit a claimIn addition, the damage on the vehicle was so severe that based on the estimate the customer submitted from The Body Shop, the panels now require replacement Below please find the Vehicle Owner Requirements included in the Auto Armor warranty: VEHICLE OWNER RESPONSIBILITIES: Vehicle owner should maintain the vehicle by regular washing and prompt use of toupaint on nicks and scratchesEvery 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 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 days of occurrenceSince 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 closing, since the damage on the vehicle was not reported within the day time period required under the warrant and we cannot offer any compensation in this claimWe 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 denialIf 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 / [redacted] (3000, 7, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I turned in a claim the very day That I saw the rust So I am well inside the daysAnd they say it is old rustExplain to me how I was I supposed to know that my truck was rusting on the inside of the rocker panels till a hole showed upI paid them good money to rust proof my truck so this would not happenTheir product is either no good or it wasn't properly installedEither way it is their responsibility to make it right, I have a yr warrantyThere is no way I could have known it was rusting on the insideMy truck has always been kept washedI waxed it times a yr spring and fall every year since I bought itThere was no rock chips anywhere on my truck that was down to bare Metal that would have rusted Final Business Response / [redacted] (4000, 9, 2014/08/28) */ I am in receipt of the customer's response regarding the claim denial under his corrosion warranty Based on the photos and inspection report we have from the independent adjuster, the rust damage on this vehicle has been present well beyond the sixty (60) day reporting periodThe rust on this vehicle has gone beyond repair and now requires replacementThis type of rust damage does not occur within a sixty (60) day time period The insurers that back our warranties insist on full compliance of the terms Unfortunately we cannot assist at with the authorization of this claim Sincerely, Claims Manager Final Consumer Response / [redacted] (4200, 11, 2014/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reason for denying my claim is so wrongThey are saying that I had rust for an extended time and knew that I had and saw rustThat is a lieTheir still is no visible rust except the hole that rusted from the inside outAnd they say they had a 3rd party take a bunch of pictures, which they did, That further proves my caseThe pictures show a truck That is in way better than average condition for the ageMy truck is always in the garageHas never been left dirty.gets waxed twice a yearAnd the pictures prove itThe truck never showed any signs of rust till like july, a rust bubble appeared so I scrapped it and their was a hole under itAnd upon further inspection using a snake camera inside rocker panels shows they are rusting from the inside outI turned in a claim the very same day I saw the rustThat's well within the company day policySo I ask the question again that the company has not given me a answerHow do u know if truck was rusting and u say I waited to long to turn it in when it was rusting from the inside outThat is why I paid to have it rust proofedBecause u can't see inside rocker panels and behind fendersSo once again I say either your product is no good or it was a poor installBottom line I paid so my truck would not rust and now it isI have a written warranty that says u will take care of the customer and u won'tThat's wrong and u know itMy lawyer has advised me to file a small claims through court's
I filed a claim for a stain on my driver's seatLiz was extremely helpful and the process was quick and easyI would recommend having their products applied to your new car
Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ We are in receipt of the complaint information regarding the interior claim denial under the Protector Warranty Certainly we would like to further investigate the damage to ensure the customer receives the benefit of the product that was applied to the interior of his vehicleWe have arranged to send a mobile technician out the customer's home at his convenience to further inspect the damage on the dashboard of this vehicle Once in receipt of the report from the technician, we will further review the claim Thank you, [redacted] Claims Manager Consumer Response / [redacted] (3000, 12, 2014/10/06) */ The business is stating its a manufactures defect and is not covering itI contacted Nissan corporation and they are saying its not a manufactures defect and based on this being a 3rd car bought threw them and always taking my cars for repairs and maintenance they are willing to cover and pay for the dashboard but not the laborAt this time I don't think I should pay for neitherI submitted this over to the National Highway Traffic Safety Administration (NHTSA) Confirmation number (ODI Number) is: XXXXXXXX as wellIf anything since I have the coverage through ecpinc, they should cover the labor cost at-least since Nissan corporation is advising its not a manufactures defect Business Response / [redacted] (4000, 14, 2014/10/10) */ We are in receipt of the complaint information provided regarding this Protector Claim denial Upon further review of the claim information, we remain confident that our denial decision was accurate and in compliance with the terms of the warrantyThe Protector product applied to the interior of this vehicle cannot prevent the type of damage the customer is experiencing from occurring At this time we would like to request a labor only estimate to repair the dashboard of this vehicleWe will review the claim with the Consumer Review Panel to see if there is a change in the denial decision upon receipt of this estimate Thank you, [redacted] Claims Supervisor Consumer Response / [redacted] (4200, 16, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The protector product is for the exterior of the car not the interiorI've had holes repaired in my leather through your company with no issues as well getting acid spots to the exterior of my car fixed by it being paintedThis dashboard is affected by the Sun uv rays causing this issueI talked to the service manager Rich at Courtesy Nissan of Tampa and he advised me that they cannot provide a paper estimate only a request order at the time the car will be fixedI am still waiting for the dashboard to arrive but the cost for the dashboard itself was quoted at $which Nissan corporation is paying forThe labor is going to be $plus taxThe reason it is so low is because Nissan Corp is also having the labor rate reduced to nissans cost and not the customers regular labor ratesThe number to Nissan Service is XXX-XXX-XXXX and you can request to talk to the service manager Rich or the service agent Karim which can provide the details of the labor cost if you need to confirm it since they cannot produce an estimateThank you for your time and consideration Consumer Response / [redacted] (-5, 18, 2014/11/05) */ I sent the request order showing the labor charges from Nissan that was requested to [redacted] @ecpinc.net on 2:16pm estpdf file was attached to email Business Response / [redacted] (4000, 19, 2014/11/06) */ We are in receipt of the estimate provided by the Protector customerAs a gesture of good will, we would like to authorize the repair labor cost of the dashboard in the amount of $based on the estimate provided Please advise the date of the repair and we will forward payment direct to the repair facility Thank you, [redacted] Claims Supervisor Consumer Response / [redacted] (4200, 21, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am forever grateful for your company taken care of the labor cost and really do appreciate itNissan would not supply an estimate so I sent you the request orderThe only way to get the request order was to pay for the dashboard labor on and have Nissan install the dashboardAttached is the receipt of the paid labor by my son Kevin [redacted] and I will also forward a copy to email address [redacted] @ecpinc.netIs it possible to send a check directly to me instead of the facility [redacted] Business Response / [redacted] (4000, 23, 2014/11/20) */ Per the customers request we have issued payment directly to him We are happy the customer is satisfied with this resolution Thank you, [redacted] Claims Manager Business Response / [redacted] (2000, 25, 2014/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely happy that this was taken care ofThe safety is now restored, no more glareDriving for myself and my passengers [redacted] back to normalthank you so much
Complaint: [redacted] I am rejecting this response because: none of the referenced warranty material is ever offered to the purchasers of this said warrantyHad 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 limitationsWhile 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 purchaseAs I stated, there is no documentation stating these discrepancies leading a buyer to purchase the warranties under pretensesUnfortunately, this claim remains unresolved Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ We are in receipt of the correspondence regarding this customers concerns An email was sent to this customer today that answered his questionsIn the event that this customer has further questions or concerns, he may contact us at any time for assistanceOur toll free number is X-XXX-XXX-XXXX and we are happy to assist with a live operator Monday thru Friday 8am - 4pm central standard time Thank you
Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ We are in receipt of the complaint regarding customer [redacted] ***I have pulled the file and conducted a thorough review of the claim As part of the claim process, we utilize independent adjusters to inspect vehicles and provide a full report on the findingsThese adjusters are unaware of the warranty coverage, and do not have any information on the warrantyThey are sent out to provide an unbiased report on the current damage The adjuster that inspected this vehicle advised there was overspray on this vehicleOverspray can result from many different sources (i.epaint, chemical)Unfortunately overspray is not covered under the terms of this warrantyThe product applied to this vehicle for protection can prevent damage occurring as a result of fading, chalking, loos of gloss, acid rain, tree sap, and bird droppings Since the damage on this vehicle is not resulting from one of the above named sources, we were not able to offer compensation on this claimThe products applied to this vehicle for protection cannot prevent overspray damage from occurring We appreciate the opportunity to explain this claim denial and feel we have remained in compliance with the warranty terms Sincerely, [redacted] Claims Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the inspector's report and there is no statement of oversprayThe inspector even stated to me that he thought it was paint and I told him to look closer as it seems that what ever it is has taken the paint offHe said you are right and then said he didn't know what it wasI am attaching a copy of the report where it is stated that the damage was paint and it was stated at the time of inspection that he didn't think it was paint Final Consumer Response / [redacted] (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive any type of information from the companyI am still waiting and still requesting a refund or for my vehicle to be repaired as per the terms in the agreementThis response was over weeks ago Final Business Response / [redacted] (4000, 13, 2014/10/01) */ We feel that the decision we made regarding the claim denial under warranty PEID XXXXXXX was in full compliance under the terms of the warrantySince we operate professionally and courteously we would like to offer a gesture of good will in an effort to provide the customer with a satisfactory resolution At this time we are offering $towards the repair of the damage located on the vehicleThis amount is based on the estimate from [redacted] Body less the sales taxPlease note we are tax exempt in the state of New York Please advise the date of the appointment and we will send the funds directly to the repair facility of the customer's choice In addition, please note no supplements will be honored for this repairIn the event there are additional costs associated with this repair, they would be the responsibility of the customer We appreciate this opportunity to assist the customer Thank you, [redacted] Claims Manager
I expected a hassle getting warranty coverage when the Diamond Coat sealant separated in a few places...to my absolute surprise, the company was very responsive, polite and quick, helped me through the process to get it repaired, and my car finish looks showroom new I would absolutely recommend ECP
Initial Business Response / [redacted] (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 claimA 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 conditionThe customer indicated the rust damage was initially identified in July of We did not receive the claim until August of Below please find the Vehicle Owner Requirements included in the Auto Armor warranty: VEHICLE OWNER RESPONSIBILITIES: Vehicle owner should maintain the vehicle by regular washing and prompt use of toupaint on nicks and scratchesEvery 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 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 days of occurrenceSince 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 conditionUnfortunately the customer does not have coverage for this type of rustSince 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 day time period required under the warranty, and the damage is not covered under the terms, therefore we cannot offer any compensation in this instanceWe 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 denialIf 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 / [redacted] (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 constantlyI even used a poly guard paint sealerWhen 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 insideI pulled the plugs and there was no undercoating inside the plugsIf 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 undercoatingThe warranty states a full year repair and I filed the claim in August and it ran out in NovemberThe management at the dealership, stated that I take very good care of my cars, that is why I keep them so longMy 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 / [redacted] (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 termsThe customer did not report his claim within the required reporting period of sixty (60) daysThe damage was identified in and not reported until August of As a gesture of good will we offer full and final compensation of $based on the estimate provided by [redacted] Body ShopSince 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 repairAt 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
Initial Business Response / [redacted] (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 vehicleWe 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 vehicleHowever, as a good will gesture we are willing to offer $towards the repair of the current damageThis amount is based on the estimate provided by FSCC-PCB less sales taxPlease contact our facility ten days prior to the appointment date, and we will forward payment directly to the repair facility of the customer's choicePlease 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 / [redacted] (3000, 7, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 9/26/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 fixI have left messages so far throughout the dayI have gave them my contact information but have never have they once call me back at all during this whole situtationAlso If they are going to reimbuse me for the damage on my car they will need to pay the entire estimate which is $I have four ways to be contactedMy address: [redacted] , [redacted] , XXXXX, my cell phone number XXX-XXX-XXXX, my secondary number XXX-XXX-XXXX and my email address [redacted] @gmail.comIf 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 damagesI feel like they are trying to stall by not picking up the phone Final Business Response / [redacted] (4000, 9, 2014/09/29) */ I am in receipt of the additional complaint that Mr [redacted] filedThe reason we are paying $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 providedI 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
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We have reviewed this claim for a second timeCertainly 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] Claims Manager Initial Consumer Rebuttal / [redacted] (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 productMy 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
August 3, serif;">RE: Case # We are in receipt of the complaint your office received regarding the claim under Auto Armor warranty RBCH [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, we e-mailed the customer authorization for the amount of $(minus tax) based on PDA’s estimate On June 27, 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, We mailed the payment out in the amount of $on July 20, 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
"Tahoma","sans-serif We are in receipt of the complaint regarding the interior claim for Mr [redacted] Our products were designed to protect the interior surfaces of treated vehicles against permanent stains resulting from a minor cuts, or mishaps occurring by children or pets They were not intended to protect against catastrophic events such as the one described by the claimant However, in the interest of consumer satisfaction, and as an upstanding company that stands behind its products, ECP is choosing to authorize the covered repairs to this vehicle The customer has been sent correspondence regarding this authorization via email We appreciate the opportunity to review this claimIf you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Thank you, [redacted] Claims Manager
Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ August 15, RE: Case # XXXXXXXX We are in receipt of the complaint that your office received regarding the claim denial under Auto Armor warranty ASRSP 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 claimTwo of these required items are color photos of the damage, and an itemized estimate to repair the damageIn addition, as part of our claim process we utilize independent third party appraisal companies to evaluate damagesThis provides claimants with an unbiased independent avenue so that their claim can be evaluated further without influenceThe appraisers are not provided with any warranty information and are unaware of the coverage that the customer is eligible for under the Auto Armor WarrantyIn order to give the claim a more complete evaluation, we sent an appraiser from United Automotive Appraisals (UAA) out to look at the claimant's vehicle and provide a full inspection report for our review Upon receipt of the inspection report from UAA, we were able to determine the rust damage on the vehicle was an old rust conditionThe adjuster indicated the rust damage to be "long term perforated rust"In addition, upon further review of the photos and estimate the customer submitted we were able further substantiate that the rust damage on the vehicle was old rust damageThe photos submitted illustrate the fact that the damage was present beyond the day time period required to submit a claimIn addition, the damage on the vehicle was so severe that based on the estimate the customer submitted from The Body Shop, the panels now require replacement Below please find the Vehicle Owner Requirements included in the Auto Armor warranty: VEHICLE OWNER RESPONSIBILITIES: Vehicle owner should maintain the vehicle by regular washing and prompt use of toupaint on nicks and scratchesEvery 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 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 days of occurrenceSince 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 closing, since the damage on the vehicle was not reported within the day time period required under the warrant and we cannot offer any compensation in this claimWe 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 denialIf 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 / [redacted] (3000, 7, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I turned in a claim the very day That I saw the rust So I am well inside the daysAnd they say it is old rustExplain to me how I was I supposed to know that my truck was rusting on the inside of the rocker panels till a hole showed upI paid them good money to rust proof my truck so this would not happenTheir product is either no good or it wasn't properly installedEither way it is their responsibility to make it right, I have a yr warrantyThere is no way I could have known it was rusting on the insideMy truck has always been kept washedI waxed it times a yr spring and fall every year since I bought itThere was no rock chips anywhere on my truck that was down to bare Metal that would have rusted Final Business Response / [redacted] (4000, 9, 2014/08/28) */ I am in receipt of the customer's response regarding the claim denial under his corrosion warranty Based on the photos and inspection report we have from the independent adjuster, the rust damage on this vehicle has been present well beyond the sixty (60) day reporting periodThe rust on this vehicle has gone beyond repair and now requires replacementThis type of rust damage does not occur within a sixty (60) day time period The insurers that back our warranties insist on full compliance of the terms Unfortunately we cannot assist at with the authorization of this claim Sincerely, Claims Manager Final Consumer Response / [redacted] (4200, 11, 2014/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reason for denying my claim is so wrongThey are saying that I had rust for an extended time and knew that I had and saw rustThat is a lieTheir still is no visible rust except the hole that rusted from the inside outAnd they say they had a 3rd party take a bunch of pictures, which they did, That further proves my caseThe pictures show a truck That is in way better than average condition for the ageMy truck is always in the garageHas never been left dirty.gets waxed twice a yearAnd the pictures prove itThe truck never showed any signs of rust till like july, a rust bubble appeared so I scrapped it and their was a hole under itAnd upon further inspection using a snake camera inside rocker panels shows they are rusting from the inside outI turned in a claim the very same day I saw the rustThat's well within the company day policySo I ask the question again that the company has not given me a answerHow do u know if truck was rusting and u say I waited to long to turn it in when it was rusting from the inside outThat is why I paid to have it rust proofedBecause u can't see inside rocker panels and behind fendersSo once again I say either your product is no good or it was a poor installBottom line I paid so my truck would not rust and now it isI have a written warranty that says u will take care of the customer and u won'tThat's wrong and u know itMy lawyer has advised me to file a small claims through court's
I filed a claim for a stain on my driver's seatLiz was extremely helpful and the process was quick and easyI would recommend having their products applied to your new car