January 29, [redacted] ***Re: [redacted] ID [redacted] Dear Ms [redacted] Our office is in receipt of your letter dated January 20, in regard to the above referenced customerWe have reviewed the claim in question with our claims office and it appears that the engine claim was denied due to failure to maintain the vehicle per the contract terms and conditions and vehicle modificationsPlease be advised that one of the requirements of the vehicle service contract is to have the vehicle maintained in accordance with the manufacturer's specificationsThe contract holder is required to keep copies of all receipts (oil changes, lubrications, etc.) as proof of maintenancePer Mr [redacted] , he did not keep copies of any service recordsThe contract states that service is due every months or 3,miles, whichever occurs firstIn addition, the vehicle was reported to be equipped with non-manufacturer sized tires which exceeded the speed variance of 4% allowed by the contractDue to this, the vehicle was not eligible for a vehicle service contractBased on the above, the contract has been submitted for a flat cancellation and the money will be returned to the selling dealerIn return, the selling dealer will cut a check to Mr [redacted] for the full amount of the contract costTo inquire about the status of the cancellation check, Mr [redacted] may contact the selling dealer directlyShould any other questions remain, please feel free to contact usThank you, CUSTOMER RELATIONS FIRST INNOVATIONS, FIRST GUARD
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] ***
On 7/31/2014, Mr [redacted] purchased a Chevrolet Hybrid Tahoe with 77,miles from Wiesner Conroe He also purchased a First Guard basic vehicle service contract for powertrain and air conditioner coverage The term of coverage was for months or 36,miles from point of purchase, whichever occurred first 9/9/2015, at 11:AM, Wiesner Conroe’s service department initiated a claim on this vehicle through First Guard’s claims department The current mileage on the vehicle was 93, The repair facility reported that there was an upper internal engine knock, and there was no evidence of oil on the dipstick, which indicated the engine had been run with no, or significantly less, oil than required.9/9/at 11:AM, First Guard informed the repair facility that as a result of this type of claim and lack of oil, we would need to dispatch a third party certified inspector to verify the failure and the cause of failure.On 9/9/at 4:PM, the third party inspector viewed the vehicle at Wiesner Conroe and verified no oil and engine knock and instructed repair facility to tear down engine to the point of failure to determine the exact repair that would be required to return the engine to operating specs.9/10/as a result of evidence that the engine had been operated with no, or low oil levels, First Guard’s claims adjuster notified the repair facility that we would need receipt verifications that the customer had maintained the correct oil levels in the engine as required by the manufacturer and service contract 9/11/at 9:AM, First Guard received faxed copies of the customer’s oil/filter change invoices verifying the customer had a recent oil/filter service performed per requirements Again First Guard instructed the repair facility to tear the engine down to the point of failure to determine the exact solution needed and to also remove the oil pan to inspect for lower engine damage There was still a concern as to where the lost quarts of oil went There was no evidence of leaks or seepage, yet the engine was quarts low on oil which contributed to the engine failure, and the First Guard's service contract does not cover failures due to vehicles operated without proper fluid levels, unless there is evidence of a leak or loss of fluid due to the failure of a seal or gasket, or other covered part The loss of oil could not be explained was due to a result of the failure of a covered seal/gasket or covered part.9/14/at 10:AM, the repair facility called to report that they had torn the engine down to a point of failure and that the #lifter and lifter arm were damaged, but no damage to the crankshaft First Guard asked was there any lower engine damage and had they removed the oil pan to verify First Guard stated that we needed to know the total extent of the damage so as not to just repair the upper engine only to find out later there was also lower engine damage Since the repair facility was recommending a full engine replacement, First Guard must verify for its insurer that a fullengine replacement is in fact the only solution to the failure This is a Hybrid motor, and the repairs are very labor intensive and expensive.9/15/at 4:PM, First Guard called the repair facility and stated that based on the current facts, at this time the claim was pending denial as the engine did not have the proper oil levels in it and the vehicle was driven without proper oil levels which caused the engine failure It is clearly outlined in the vehicle service contract that proper fluid levels must be maintained at all times and should the customer hear any engine noises or engine damage, it was their responsibility to immediately park the vehicle to prevent any further damage, yet the customer had continued to drive the vehicle with the engine noise and low engine oil It was discussed that General Motors might have experienced oil consumption issues with this model Hybrid engine However, due to the vehicle being out of factory warranty, General Motors did not want to be responsible for the repair.9/15/at 5:PM, Mr [redacted] called First Guard’s claims center upset to protest the denial We clearly understand Mr***’s issue and concern as he was not at fault if General Motors had produced a faulty engine, however, we explained that at this time our insurer is not able to cover the claim due to the unexplained significant loss of oil and the continued driving of the vehicle with low engine oil that created the extent of the damage.9/16/at 3:PM, Wiesner Conroe’s repair facility called First Guard to request help or intervention by our claims resolution manager First Guard’s claims resolution manager reviewed the claim and agreed with our claims adjuster and the insurer’s position on the claim However, as an act of goodwill towards Wiesner Conroe and the customer, First Guard’s claims resolution manager informed the repair facility that we would locate an engine for replacement and pay for it and the labor for the repair out of our goodwill account (not the insurer) if Wiesner Conroe could help by discounting the labor costs All was agreed to, and First Guard ordered the engine replacement to be shipped to Wiesner to complete the repairApparently Mr [redacted] registered his complaint with the Revdex.com before being notified that First Guard and Wienser had agreed to resolve his issue I hope this is agreeable and acceptable to Mr***, and apologize for the inconvenience However, we must follow strict procedures and insurance guidelines before we can make the decision that we did
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 meI filled a complaint yesterday about the First Guard Warranty CorporationI have since been in contact with the dealership where I bought my vehicle and the warranty company and we have resolved the issueThey are going to take care of my vehicleIf I could cancel the complaint completely that would be greatIf I cannot do that then it can be closed out as the complaint being resolved with the customer being satisfiedPlease let me know if there is anything else I need to doThis is very importantThanks, [redacted] Regards, [redacted]
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 meI wish to retract my complaint and to let it be known the business did an excellent job in resolving my issues very quickly and very efficientlyThis was before the complaint was received so please make it known there is no issues or complaints against themThank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have still not been directly contacted by this business with an action plan.Every time I call the claims department they deny receiving paperwork from myself and the dealership after we've received Fax confirmationsIt does not appear that anyone is trying to assist in working through this and getting my issues resolved An estimate of $9k was sent at the beginning of week November 7th to 1st Guard via fax from dealership of repair costs at $9k total At this point , I would like I refund of the full amount I paid for this contract in order to be satisfiedThis is not worth the hassle of having to deal with this company any longer, and I will personally see to it that I get the damages fixed without having this company involved any longer Regards, [redacted]
We have received this complaint and have reviewed We understand the customer's concern and frustration, however, we can only adjudicate claims according to the contract However, in this instance there is some grey area concerning the seal & gasket failure on this particular covered part The claim was denied properly due to not only the non-covered part, but the fact the customer had run the vehicle for some time with just water in the radiator instead of proper coolant, which contributed to the failure and is excluded in the contract due to lack of proper maintenance and proper fluid levels.As an act of goodwill though, we will honor the customer's request to participate in half the $amount he states the repair will cost We will authorize our claims adjuster to contact the repair facility and state that First Guard will pay up to a maximum of $above the deductible towards the repair We hope this meets with the customer's satisfaction and restores their confidence in the selling dealer and First Guard
Mr [redacted] purchased a First Guard Platinum Extra (base coverage) vehicle service contract from DeMontrond Buick on 9/17/with 72,miles on the odometer for a month or 100,mile coverage The coverage purchased was a basic named part powertrain coverage Mr [redacted] paid DeMontrond Buick $for the service contract On 1/12/a claim was submitted on this contract at a mileage of 112,205, for an internal engine failure Due to the nature of the failure, First Guard dispatched an independent inspector to review the vehicle and claim for verification During the inspection a number of discrepancies were observed that would make the vehicle ineligible for coverage It appeared that the vehicle was being used for commercial use due to equipment modifications that would make the vehicle ineligible It was also observed that the vehicle tire size had been changed from the original manufacturer’s recommendation Mr [redacted] stated that he had changed the tire size to a larger size In the EXCLUSIONS section of the vehicle service contract, it states that NO COVERAGE OR BENEFITS will be provided if ”FIF ANY ALTERATIONS HAVE BEEN MADE TO YOUR VEHICLE OR YOU ARE USING OR HAVE USED YOUR VEHICLE IN A MANNER NOT RECOMMENDED BY THE MANUFACTURER, INCLUDING, BUT NOT LIMITED TO, ALL FRAME OR SUSPENSION MODIFICATIONS, LIFT KITS, ANY TIRE SIZE THAT IS NOT RECOMMENDED BY THE ORIGINAL MANUFACTURER ” The tires that Mr [redacted] installed created a 5.17% variance that falls outside the acceptable variance of 4% As a result, this modification made the vehicle ineligible for coverage regardless of the failed part or cause of failure In addition, due to the failure of an internally lubricated engine part, we requested maintenance records to verify proper maintenance of the vehicle Under Section of the vehicle service contract it clearly states 7a: CONTRACT HOLDER CANNOT PERFORM OWN MAINTENANCE FOR MAINTENANCE REQUIREMENTS 7b: THE ENGINE OIL AND FILTER MUST BE CHANGED EVERY THREE (3) MONTHS AND THREE THOUSAND (3,000) MILES, WHICHEVER OCCURS FIRST 7c: IT IS REQUIRED THAT VERIFIABLE RECEIPTS ARE RETAINED FOR ALL MAINTENANCE SERVICES YOU MUST RETAIN VERIFIABLE RECEIPTS PROVING PURCHASE OF ALL REQUIRED PARTS AND MATERIALS NECESSARY TO PERFORM THE REQUIRED MAINTENANCE; CONFIRMING THE DATE AND MILEAGE FOR THE SERVICES PERFORMED MAINTENANCE AND/OR SERVICE WORK RECEIPTS WILL BE REQUESTED BY THE ADMINISTRATOR MAINTENANCE RECEIPTS FROM A LICENSED REPAIR FACILITY ONLY WILL BE ACCEPTED Mr [redacted] was requested to provide these receipts, and stated that he either performed his own maintenance services and/or did not keep any receipts for services performed Due to these failures to perform the requirements to maintain coverage or vehicle eligibility the claim was denied According to the laws and regulations for vehicle service contracts in the state of Texas, Mr [redacted] was entitled to a prorated refund of the remaining months/miles on the contract However, as an act of goodwill, First Guard authorized a flat cancellation and a 100% refund to Mr [redacted] This was stated in the response letter to Revdex.com on 1/29/ We are somewhat confused as this is what Mr [redacted] is now requesting but has rejected according to the Revdex.com response Per requirements, First Guard must send the refund portion to the original selling dealership (DeMontrond) so they can add back in their profit portion and they will issue Mr [redacted] a 100% refund Mr [redacted] can contact DeMontrond directly for his full refund amount First Guard maintains an excellent rating with Revdex.com as well as in the industry as a whole and it is our intent to always be fair and understanding First Guard acted totally within its legal obligations and fiduciary responsibilities in denying the claim, and we went above our requirements in granting Mr [redacted] a 100% refund We apologize for the situation that occurred but we must adhere to our strict underwriting guidelines from our insurer and the state regulatory agencies I hope this will meet with Mr [redacted] ’s needs
Complaint: [redacted] I am rejecting this response because:the truck was maintained on a regular basic,the reason they refused to cover the repairs was tire size was deferent from original tires that can w the truck the mechanic said tires have nothing to do w repairs that was needed "timing chain" a known problem w the ford fthe tires that were on the truck were 1/" bigger, closets tire size I could get to originalwhen I confronted first guard about this they just flat out told me they were not going to cover repairsthis put me in a very bad situation I did not have the $it was going to coast to repair my truck I had to take the 2k I had and buy another truck and now im stuck with a 7year payment.I paid over $for a service first guard never intended on providing, I will not be satisfied unless the full amount I paid for the warrenty is refunded Regards, [redacted]
January 29,2015 [redacted]Re: [redacted] ID[redacted] Dear Ms. [redacted] Our office is in receipt of your letter dated January 20, 2015 in regard to the above referenced customer. We have reviewed the claim in question with our claims office and it appears...
that the engine claim was denied due to failure to maintain the vehicle per the contract terms and conditions and vehicle modifications. Please be advised that one of the requirements of the vehicle service contract is to have the vehicle maintained in accordance with the manufacturer's specifications. The contract holder is required to keep copies of all receipts (oil changes, lubrications, etc.) as proof of maintenance. Per Mr. [redacted], he did not keep copies of any service records. The contract states that service is due every 3 months or 3,000 miles, whichever occurs first. In addition, the vehicle was reported to be equipped with non-manufacturer sized tires which exceeded the speed variance of 4% allowed by the contract. Due to this, the vehicle was not eligible for a vehicle service contract. Based on the above, the contract has been submitted for a flat cancellation and the money will be returned to the selling dealer. In return, the selling dealer will cut a check to Mr. [redacted] for the full amount of the contract cost. To inquire about the status of the cancellation check, Mr. [redacted] may contact the selling dealer directly. Should any other questions remain, please feel free to contact us. Thank you, CUSTOMER RELATIONS FIRST INNOVATIONS, FIRST GUARD
We have received this complaint and have reviewed. We understand the customer's concern and frustration, however, we can only adjudicate claims according to the contract. However, in this instance there is some grey area concerning the seal & gasket failure on this...
particular covered part. The claim was denied properly due to not only the non-covered part, but the fact the customer had run the vehicle for some time with just water in the radiator instead of proper coolant, which contributed to the failure and is excluded in the contract due to lack of proper maintenance and proper fluid levels.As an act of goodwill though, we will honor the customer's request to participate in half the $2500 amount he states the repair will cost. We will authorize our claims adjuster to contact the repair facility and state that First Guard will pay up to a maximum of $1250 above the deductible towards the repair. We hope this meets with the customer's satisfaction and restores their confidence in the selling dealer and First Guard.
We are in the process of researching and contacting the customer to determine all the facts and hopefully work towards a resolution. We will respond as we finalize our solution.
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]
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.
Since the repair work is much too expensive at Grapevine Ford, I am moving the auto to [redacted] at [redacted]Telephone number is [redacted]. Please make check payable to them in care of Auto repairs for [redacted].
Regards,
[redacted]
On 7/31/2014, Mr. [redacted] purchased a 2008 Chevrolet Hybrid Tahoe with 77,921 miles from Wiesner Conroe. He also purchased a First Guard basic vehicle service contract for powertrain and air conditioner coverage. The term of coverage was for 36 months or 36,000 miles from point of purchase,...
whichever occurred first. 9/9/2015, at 11:10 AM, Wiesner Conroe’s service department initiated a claim on this vehicle through First Guard’s claims department. The current mileage on the vehicle was 93,750. The repair facility reported that there was an upper internal engine knock, and there was no evidence of oil on the dipstick, which indicated the engine had been run with no, or significantly less, oil than required.9/9/2015 at 11:27 AM, First Guard informed the repair facility that as a result of this type of claim and lack of oil, we would need to dispatch a third party certified inspector to verify the failure and the cause of failure.On 9/9/2015 at 4:54 PM, the third party inspector viewed the vehicle at Wiesner Conroe and verified no oil and engine knock and instructed repair facility to tear down engine to the point of failure to determine the exact repair that would be required to return the engine to operating specs.9/10/15 as a result of evidence that the engine had been operated with no, or low oil levels, First Guard’s claims adjuster notified the repair facility that we would need receipt verifications that the customer had maintained the correct oil levels in the engine as required by the manufacturer and service contract. 9/11/2015 at 9:57 AM, First Guard received faxed copies of the customer’s oil/filter change invoices verifying the customer had a recent oil/filter service performed per requirements. Again First Guard instructed the repair facility to tear the engine down to the point of failure to determine the exact solution needed and to also remove the oil pan to inspect for lower engine damage. There was still a concern as to where the lost 4 quarts of oil went. There was no evidence of leaks or seepage, yet the engine was 4 quarts low on oil which contributed to the engine failure, and the First Guard's service contract does not cover failures due to vehicles operated without proper fluid levels, unless there is evidence of a leak or loss of fluid due to the failure of a seal or gasket, or other covered part. The loss of oil could not be explained was due to a result of the failure of a covered seal/gasket or covered part.9/14/2015 at 10:23 AM, the repair facility called to report that they had torn the engine down to a point of failure and that the #6 lifter and lifter arm were damaged, but no damage to the crankshaft. First Guard asked was there any lower engine damage and had they removed the oil pan to verify. First Guard stated that we needed to know the total extent of the damage so as not to just repair the upper engine only to find out later there was also lower engine damage. Since the repair facility was recommending a full engine replacement, First Guard must verify for its insurer that a fullengine replacement is in fact the only solution to the failure. This is a Hybrid motor, and the repairs are very labor intensive and expensive.9/15/2015 at 4:23 PM, First Guard called the repair facility and stated that based on the current facts, at this time the claim was pending denial as the engine did not have the proper oil levels in it and the vehicle was driven without proper oil levels which caused the engine failure. It is clearly outlined in the vehicle service contract that proper fluid levels must be maintained at all times and should the customer hear any engine noises or engine damage, it was their responsibility to immediately park the vehicle to prevent any further damage, yet the customer had continued to drive the vehicle with the engine noise and low engine oil. It was discussed that General Motors might have experienced oil consumption issues with this model Hybrid engine. However, due to the vehicle being out of factory warranty, General Motors did not want to be responsible for the repair.9/15/2015 at 5:06 PM, Mr. [redacted] called First Guard’s claims center upset to protest the denial. We clearly understand Mr. [redacted]’s issue and concern as he was not at fault if General Motors had produced a faulty engine, however, we explained that at this time our insurer is not able to cover the claim due to the unexplained significant loss of oil and the continued driving of the vehicle with low engine oil that created the extent of the damage.9/16/2015 at 3:03 PM, Wiesner Conroe’s repair facility called First Guard to request help or intervention by our claims resolution manager. First Guard’s claims resolution manager reviewed the claim and agreed with our claims adjuster and the insurer’s position on the claim. However, as an act of goodwill towards Wiesner Conroe and the customer, First Guard’s claims resolution manager informed the repair facility that we would locate an engine for replacement and pay for it and the labor for the repair out of our goodwill account (not the insurer) if Wiesner Conroe could help by discounting the labor costs. All was agreed to, and First Guard ordered the engine replacement to be shipped to Wiesner to complete the repair. Apparently Mr. [redacted] registered his complaint with the Revdex.com before being notified that First Guard and Wienser had agreed to resolve his issue. I hope this is agreeable and acceptable to Mr. [redacted], and apologize for the inconvenience. However, we must follow strict procedures and insurance guidelines before we can make the decision that we did.
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 wish to retract my complaint and to let...
it be known the business did an excellent job in resolving my issues very quickly and very efficiently. This was before the complaint was received so please make it known there is no issues or complaints against them. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:the truck was maintained on a regular basic,the reason they refused to cover the repairs was tire size was deferent from original tires that can w the truck the mechanic said tires have nothing to do w repairs that was needed "timing chain" a known problem w the ford f150. the tires that were on the truck were 1/2 " bigger, closets tire size I could get to original. when I confronted first guard about this they just flat out told me they were not going to cover repairs. this put me in a very bad situation I did not have the $3800 it was going to coast to repair my truck I had to take the 2k I had and buy another truck and now im stuck with a 7year payment.I paid over $1800.00 for a service first guard never intended on providing, I will not be satisfied unless the full amount I paid for the warrenty is refunded
Regards,
[redacted]
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 filled a complaint yesterday about the First Guard Warranty Corporation. I have since been in contact with the dealership...
where I bought my vehicle and the warranty company and we have resolved the issue. They are going to take care of my vehicle. If I could cancel the complaint completely that would be great. If I cannot do that then it can be closed out as the complaint being resolved with the customer being satisfied. Please let me know if there is anything else I need to do. This is very important. Thanks, [redacted]
Regards,
[redacted]
Mr. [redacted] purchased a First Guard Platinum Extra (base coverage) vehicle service contract from DeMontrond Buick on 9/17/2011 with 72,367 miles on the odometer for a 60 month or 100,000 mile coverage. The coverage purchased was a basic named part powertrain coverage. Mr. [redacted] paid DeMontrond Buick $1818.00 for the service contract. On 1/12/15 a claim was submitted on this contract at a mileage of 112,205, for an internal engine failure. Due to the nature of the failure, First Guard dispatched an independent inspector to review the vehicle and claim for verification. During the inspection a number of discrepancies were observed that would make the vehicle ineligible for coverage. 1. It appeared that the vehicle was being used for commercial use due to equipment modifications that would make the vehicle ineligible. 2. It was also observed that the vehicle tire size had been changed from the original manufacturer’s recommendation. Mr. [redacted] stated that he had changed the tire size to a larger size. In the EXCLUSIONS section of the vehicle service contract, it states that NO COVERAGE OR BENEFITS will be provided if…”F. IF ANY ALTERATIONS HAVE BEEN MADE TO YOUR VEHICLE OR YOU ARE USING OR HAVE USED YOUR VEHICLE IN A MANNER NOT RECOMMENDED BY THE MANUFACTURER, INCLUDING, BUT NOT LIMITED TO,…ALL FRAME OR SUSPENSION MODIFICATIONS, LIFT KITS, ANY TIRE SIZE THAT IS NOT RECOMMENDED BY THE ORIGINAL MANUFACTURER…”. The tires that Mr. [redacted] installed created a 5.17% variance that falls outside the acceptable variance of 4%. As a result, this modification made the vehicle ineligible for coverage regardless of the failed part or cause of failure. 3. In addition, due to the failure of an internally lubricated engine part, we requested maintenance records to verify proper maintenance of the vehicle. Under Section 7 of the vehicle service contract it clearly states…7a: CONTRACT HOLDER CANNOT PERFORM OWN MAINTENANCE FOR MAINTENANCE REQUIREMENTS… 7b: THE ENGINE OIL AND FILTER MUST BE CHANGED EVERY THREE (3) MONTHS AND THREE THOUSAND (3,000) MILES, WHICHEVER OCCURS FIRST… 7c: IT IS REQUIRED THAT VERIFIABLE RECEIPTS ARE RETAINED FOR ALL MAINTENANCE SERVICES. YOU MUST RETAIN VERIFIABLE RECEIPTS PROVING PURCHASE OF ALL REQUIRED PARTS AND MATERIALS NECESSARY TO PERFORM THE REQUIRED MAINTENANCE; CONFIRMING THE DATE AND MILEAGE FOR THE SERVICES PERFORMED. MAINTENANCE AND/OR SERVICE WORK RECEIPTS WILL BE REQUESTED BY THE ADMINISTRATOR. MAINTENANCE RECEIPTS FROM A LICENSED REPAIR FACILITY ONLY WILL BE ACCEPTED. Mr. [redacted] was requested to provide these receipts, and stated that he either performed his own maintenance services and/or did not keep any receipts for services performed. Due to these failures to perform the requirements to maintain coverage or vehicle eligibility the claim was denied. According to the laws and regulations for vehicle service contracts in the state of Texas, Mr. [redacted] was entitled to a prorated refund of the remaining months/miles on the contract. However, as an act of goodwill, First Guard authorized a flat cancellation and a 100% refund to Mr. [redacted]. This was stated in the response letter to Revdex.com on 1/29/15. We are somewhat confused as this is what Mr. [redacted] is now requesting but has rejected according to the Revdex.com response. Per requirements, First Guard must send the refund portion to the original selling dealership (DeMontrond) so they can add back in their profit portion and they will issue Mr. [redacted] a 100% refund. Mr. [redacted] can contact DeMontrond directly for his full refund amount. First Guard maintains an excellent rating with Revdex.com as well as in the industry as a whole and it is our intent to always be fair and understanding. First Guard acted totally within its legal obligations and fiduciary responsibilities in denying the claim, and we went above our requirements in granting Mr. [redacted] a 100% refund. We apologize for the situation that occurred but we must adhere to our strict underwriting guidelines from our insurer and the state regulatory agencies. I hope this will meet with Mr. [redacted]’s needs.
January 29, [redacted] ***Re: [redacted] ID [redacted] Dear Ms [redacted] Our office is in receipt of your letter dated January 20, in regard to the above referenced customerWe have reviewed the claim in question with our claims office and it appears that the engine claim was denied due to failure to maintain the vehicle per the contract terms and conditions and vehicle modificationsPlease be advised that one of the requirements of the vehicle service contract is to have the vehicle maintained in accordance with the manufacturer's specificationsThe contract holder is required to keep copies of all receipts (oil changes, lubrications, etc.) as proof of maintenancePer Mr [redacted] , he did not keep copies of any service recordsThe contract states that service is due every months or 3,miles, whichever occurs firstIn addition, the vehicle was reported to be equipped with non-manufacturer sized tires which exceeded the speed variance of 4% allowed by the contractDue to this, the vehicle was not eligible for a vehicle service contractBased on the above, the contract has been submitted for a flat cancellation and the money will be returned to the selling dealerIn return, the selling dealer will cut a check to Mr [redacted] for the full amount of the contract costTo inquire about the status of the cancellation check, Mr [redacted] may contact the selling dealer directlyShould any other questions remain, please feel free to contact usThank you, CUSTOMER RELATIONS FIRST INNOVATIONS, FIRST GUARD
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] ***
On 7/31/2014, Mr [redacted] purchased a Chevrolet Hybrid Tahoe with 77,miles from Wiesner Conroe He also purchased a First Guard basic vehicle service contract for powertrain and air conditioner coverage The term of coverage was for months or 36,miles from point of purchase, whichever occurred first 9/9/2015, at 11:AM, Wiesner Conroe’s service department initiated a claim on this vehicle through First Guard’s claims department The current mileage on the vehicle was 93, The repair facility reported that there was an upper internal engine knock, and there was no evidence of oil on the dipstick, which indicated the engine had been run with no, or significantly less, oil than required.9/9/at 11:AM, First Guard informed the repair facility that as a result of this type of claim and lack of oil, we would need to dispatch a third party certified inspector to verify the failure and the cause of failure.On 9/9/at 4:PM, the third party inspector viewed the vehicle at Wiesner Conroe and verified no oil and engine knock and instructed repair facility to tear down engine to the point of failure to determine the exact repair that would be required to return the engine to operating specs.9/10/as a result of evidence that the engine had been operated with no, or low oil levels, First Guard’s claims adjuster notified the repair facility that we would need receipt verifications that the customer had maintained the correct oil levels in the engine as required by the manufacturer and service contract 9/11/at 9:AM, First Guard received faxed copies of the customer’s oil/filter change invoices verifying the customer had a recent oil/filter service performed per requirements Again First Guard instructed the repair facility to tear the engine down to the point of failure to determine the exact solution needed and to also remove the oil pan to inspect for lower engine damage There was still a concern as to where the lost quarts of oil went There was no evidence of leaks or seepage, yet the engine was quarts low on oil which contributed to the engine failure, and the First Guard's service contract does not cover failures due to vehicles operated without proper fluid levels, unless there is evidence of a leak or loss of fluid due to the failure of a seal or gasket, or other covered part The loss of oil could not be explained was due to a result of the failure of a covered seal/gasket or covered part.9/14/at 10:AM, the repair facility called to report that they had torn the engine down to a point of failure and that the #lifter and lifter arm were damaged, but no damage to the crankshaft First Guard asked was there any lower engine damage and had they removed the oil pan to verify First Guard stated that we needed to know the total extent of the damage so as not to just repair the upper engine only to find out later there was also lower engine damage Since the repair facility was recommending a full engine replacement, First Guard must verify for its insurer that a fullengine replacement is in fact the only solution to the failure This is a Hybrid motor, and the repairs are very labor intensive and expensive.9/15/at 4:PM, First Guard called the repair facility and stated that based on the current facts, at this time the claim was pending denial as the engine did not have the proper oil levels in it and the vehicle was driven without proper oil levels which caused the engine failure It is clearly outlined in the vehicle service contract that proper fluid levels must be maintained at all times and should the customer hear any engine noises or engine damage, it was their responsibility to immediately park the vehicle to prevent any further damage, yet the customer had continued to drive the vehicle with the engine noise and low engine oil It was discussed that General Motors might have experienced oil consumption issues with this model Hybrid engine However, due to the vehicle being out of factory warranty, General Motors did not want to be responsible for the repair.9/15/at 5:PM, Mr [redacted] called First Guard’s claims center upset to protest the denial We clearly understand Mr***’s issue and concern as he was not at fault if General Motors had produced a faulty engine, however, we explained that at this time our insurer is not able to cover the claim due to the unexplained significant loss of oil and the continued driving of the vehicle with low engine oil that created the extent of the damage.9/16/at 3:PM, Wiesner Conroe’s repair facility called First Guard to request help or intervention by our claims resolution manager First Guard’s claims resolution manager reviewed the claim and agreed with our claims adjuster and the insurer’s position on the claim However, as an act of goodwill towards Wiesner Conroe and the customer, First Guard’s claims resolution manager informed the repair facility that we would locate an engine for replacement and pay for it and the labor for the repair out of our goodwill account (not the insurer) if Wiesner Conroe could help by discounting the labor costs All was agreed to, and First Guard ordered the engine replacement to be shipped to Wiesner to complete the repairApparently Mr [redacted] registered his complaint with the Revdex.com before being notified that First Guard and Wienser had agreed to resolve his issue I hope this is agreeable and acceptable to Mr***, and apologize for the inconvenience However, we must follow strict procedures and insurance guidelines before we can make the decision that we did
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 meI filled a complaint yesterday about the First Guard Warranty CorporationI have since been in contact with the dealership where I bought my vehicle and the warranty company and we have resolved the issueThey are going to take care of my vehicleIf I could cancel the complaint completely that would be greatIf I cannot do that then it can be closed out as the complaint being resolved with the customer being satisfiedPlease let me know if there is anything else I need to doThis is very importantThanks, [redacted] Regards, [redacted]
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 meI wish to retract my complaint and to let it be known the business did an excellent job in resolving my issues very quickly and very efficientlyThis was before the complaint was received so please make it known there is no issues or complaints against themThank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have still not been directly contacted by this business with an action plan.Every time I call the claims department they deny receiving paperwork from myself and the dealership after we've received Fax confirmationsIt does not appear that anyone is trying to assist in working through this and getting my issues resolved An estimate of $9k was sent at the beginning of week November 7th to 1st Guard via fax from dealership of repair costs at $9k total At this point , I would like I refund of the full amount I paid for this contract in order to be satisfiedThis is not worth the hassle of having to deal with this company any longer, and I will personally see to it that I get the damages fixed without having this company involved any longer Regards, [redacted]
We have received this complaint and have reviewed We understand the customer's concern and frustration, however, we can only adjudicate claims according to the contract However, in this instance there is some grey area concerning the seal & gasket failure on this particular covered part The claim was denied properly due to not only the non-covered part, but the fact the customer had run the vehicle for some time with just water in the radiator instead of proper coolant, which contributed to the failure and is excluded in the contract due to lack of proper maintenance and proper fluid levels.As an act of goodwill though, we will honor the customer's request to participate in half the $amount he states the repair will cost We will authorize our claims adjuster to contact the repair facility and state that First Guard will pay up to a maximum of $above the deductible towards the repair We hope this meets with the customer's satisfaction and restores their confidence in the selling dealer and First Guard
Mr [redacted] purchased a First Guard Platinum Extra (base coverage) vehicle service contract from DeMontrond Buick on 9/17/with 72,miles on the odometer for a month or 100,mile coverage The coverage purchased was a basic named part powertrain coverage Mr [redacted] paid DeMontrond Buick $for the service contract On 1/12/a claim was submitted on this contract at a mileage of 112,205, for an internal engine failure Due to the nature of the failure, First Guard dispatched an independent inspector to review the vehicle and claim for verification During the inspection a number of discrepancies were observed that would make the vehicle ineligible for coverage It appeared that the vehicle was being used for commercial use due to equipment modifications that would make the vehicle ineligible It was also observed that the vehicle tire size had been changed from the original manufacturer’s recommendation Mr [redacted] stated that he had changed the tire size to a larger size In the EXCLUSIONS section of the vehicle service contract, it states that NO COVERAGE OR BENEFITS will be provided if ”FIF ANY ALTERATIONS HAVE BEEN MADE TO YOUR VEHICLE OR YOU ARE USING OR HAVE USED YOUR VEHICLE IN A MANNER NOT RECOMMENDED BY THE MANUFACTURER, INCLUDING, BUT NOT LIMITED TO, ALL FRAME OR SUSPENSION MODIFICATIONS, LIFT KITS, ANY TIRE SIZE THAT IS NOT RECOMMENDED BY THE ORIGINAL MANUFACTURER ” The tires that Mr [redacted] installed created a 5.17% variance that falls outside the acceptable variance of 4% As a result, this modification made the vehicle ineligible for coverage regardless of the failed part or cause of failure In addition, due to the failure of an internally lubricated engine part, we requested maintenance records to verify proper maintenance of the vehicle Under Section of the vehicle service contract it clearly states 7a: CONTRACT HOLDER CANNOT PERFORM OWN MAINTENANCE FOR MAINTENANCE REQUIREMENTS 7b: THE ENGINE OIL AND FILTER MUST BE CHANGED EVERY THREE (3) MONTHS AND THREE THOUSAND (3,000) MILES, WHICHEVER OCCURS FIRST 7c: IT IS REQUIRED THAT VERIFIABLE RECEIPTS ARE RETAINED FOR ALL MAINTENANCE SERVICES YOU MUST RETAIN VERIFIABLE RECEIPTS PROVING PURCHASE OF ALL REQUIRED PARTS AND MATERIALS NECESSARY TO PERFORM THE REQUIRED MAINTENANCE; CONFIRMING THE DATE AND MILEAGE FOR THE SERVICES PERFORMED MAINTENANCE AND/OR SERVICE WORK RECEIPTS WILL BE REQUESTED BY THE ADMINISTRATOR MAINTENANCE RECEIPTS FROM A LICENSED REPAIR FACILITY ONLY WILL BE ACCEPTED Mr [redacted] was requested to provide these receipts, and stated that he either performed his own maintenance services and/or did not keep any receipts for services performed Due to these failures to perform the requirements to maintain coverage or vehicle eligibility the claim was denied According to the laws and regulations for vehicle service contracts in the state of Texas, Mr [redacted] was entitled to a prorated refund of the remaining months/miles on the contract However, as an act of goodwill, First Guard authorized a flat cancellation and a 100% refund to Mr [redacted] This was stated in the response letter to Revdex.com on 1/29/ We are somewhat confused as this is what Mr [redacted] is now requesting but has rejected according to the Revdex.com response Per requirements, First Guard must send the refund portion to the original selling dealership (DeMontrond) so they can add back in their profit portion and they will issue Mr [redacted] a 100% refund Mr [redacted] can contact DeMontrond directly for his full refund amount First Guard maintains an excellent rating with Revdex.com as well as in the industry as a whole and it is our intent to always be fair and understanding First Guard acted totally within its legal obligations and fiduciary responsibilities in denying the claim, and we went above our requirements in granting Mr [redacted] a 100% refund We apologize for the situation that occurred but we must adhere to our strict underwriting guidelines from our insurer and the state regulatory agencies I hope this will meet with Mr [redacted] ’s needs
Complaint: [redacted] I am rejecting this response because:the truck was maintained on a regular basic,the reason they refused to cover the repairs was tire size was deferent from original tires that can w the truck the mechanic said tires have nothing to do w repairs that was needed "timing chain" a known problem w the ford fthe tires that were on the truck were 1/" bigger, closets tire size I could get to originalwhen I confronted first guard about this they just flat out told me they were not going to cover repairsthis put me in a very bad situation I did not have the $it was going to coast to repair my truck I had to take the 2k I had and buy another truck and now im stuck with a 7year payment.I paid over $for a service first guard never intended on providing, I will not be satisfied unless the full amount I paid for the warrenty is refunded Regards, [redacted]
It is my understanding that this customers complaint has been handled to his satisfaction
January 29,2015 [redacted]Re: [redacted] ID[redacted] Dear Ms. [redacted] Our office is in receipt of your letter dated January 20, 2015 in regard to the above referenced customer. We have reviewed the claim in question with our claims office and it appears...
that the engine claim was denied due to failure to maintain the vehicle per the contract terms and conditions and vehicle modifications. Please be advised that one of the requirements of the vehicle service contract is to have the vehicle maintained in accordance with the manufacturer's specifications. The contract holder is required to keep copies of all receipts (oil changes, lubrications, etc.) as proof of maintenance. Per Mr. [redacted], he did not keep copies of any service records. The contract states that service is due every 3 months or 3,000 miles, whichever occurs first. In addition, the vehicle was reported to be equipped with non-manufacturer sized tires which exceeded the speed variance of 4% allowed by the contract. Due to this, the vehicle was not eligible for a vehicle service contract. Based on the above, the contract has been submitted for a flat cancellation and the money will be returned to the selling dealer. In return, the selling dealer will cut a check to Mr. [redacted] for the full amount of the contract cost. To inquire about the status of the cancellation check, Mr. [redacted] may contact the selling dealer directly. Should any other questions remain, please feel free to contact us. Thank you, CUSTOMER RELATIONS FIRST INNOVATIONS, FIRST GUARD
We have received this complaint and have reviewed. We understand the customer's concern and frustration, however, we can only adjudicate claims according to the contract. However, in this instance there is some grey area concerning the seal & gasket failure on this...
particular covered part. The claim was denied properly due to not only the non-covered part, but the fact the customer had run the vehicle for some time with just water in the radiator instead of proper coolant, which contributed to the failure and is excluded in the contract due to lack of proper maintenance and proper fluid levels.As an act of goodwill though, we will honor the customer's request to participate in half the $2500 amount he states the repair will cost. We will authorize our claims adjuster to contact the repair facility and state that First Guard will pay up to a maximum of $1250 above the deductible towards the repair. We hope this meets with the customer's satisfaction and restores their confidence in the selling dealer and First Guard.
We are in the process of researching and contacting the customer to determine all the facts and hopefully work towards a resolution. We will respond as we finalize our solution.
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]
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.
Since the repair work is much too expensive at Grapevine Ford, I am moving the auto to [redacted] at [redacted]Telephone number is [redacted]. Please make check payable to them in care of Auto repairs for [redacted].
Regards,
[redacted]
On 7/31/2014, Mr. [redacted] purchased a 2008 Chevrolet Hybrid Tahoe with 77,921 miles from Wiesner Conroe. He also purchased a First Guard basic vehicle service contract for powertrain and air conditioner coverage. The term of coverage was for 36 months or 36,000 miles from point of purchase,...
whichever occurred first. 9/9/2015, at 11:10 AM, Wiesner Conroe’s service department initiated a claim on this vehicle through First Guard’s claims department. The current mileage on the vehicle was 93,750. The repair facility reported that there was an upper internal engine knock, and there was no evidence of oil on the dipstick, which indicated the engine had been run with no, or significantly less, oil than required.9/9/2015 at 11:27 AM, First Guard informed the repair facility that as a result of this type of claim and lack of oil, we would need to dispatch a third party certified inspector to verify the failure and the cause of failure.On 9/9/2015 at 4:54 PM, the third party inspector viewed the vehicle at Wiesner Conroe and verified no oil and engine knock and instructed repair facility to tear down engine to the point of failure to determine the exact repair that would be required to return the engine to operating specs.9/10/15 as a result of evidence that the engine had been operated with no, or low oil levels, First Guard’s claims adjuster notified the repair facility that we would need receipt verifications that the customer had maintained the correct oil levels in the engine as required by the manufacturer and service contract. 9/11/2015 at 9:57 AM, First Guard received faxed copies of the customer’s oil/filter change invoices verifying the customer had a recent oil/filter service performed per requirements. Again First Guard instructed the repair facility to tear the engine down to the point of failure to determine the exact solution needed and to also remove the oil pan to inspect for lower engine damage. There was still a concern as to where the lost 4 quarts of oil went. There was no evidence of leaks or seepage, yet the engine was 4 quarts low on oil which contributed to the engine failure, and the First Guard's service contract does not cover failures due to vehicles operated without proper fluid levels, unless there is evidence of a leak or loss of fluid due to the failure of a seal or gasket, or other covered part. The loss of oil could not be explained was due to a result of the failure of a covered seal/gasket or covered part.9/14/2015 at 10:23 AM, the repair facility called to report that they had torn the engine down to a point of failure and that the #6 lifter and lifter arm were damaged, but no damage to the crankshaft. First Guard asked was there any lower engine damage and had they removed the oil pan to verify. First Guard stated that we needed to know the total extent of the damage so as not to just repair the upper engine only to find out later there was also lower engine damage. Since the repair facility was recommending a full engine replacement, First Guard must verify for its insurer that a fullengine replacement is in fact the only solution to the failure. This is a Hybrid motor, and the repairs are very labor intensive and expensive.9/15/2015 at 4:23 PM, First Guard called the repair facility and stated that based on the current facts, at this time the claim was pending denial as the engine did not have the proper oil levels in it and the vehicle was driven without proper oil levels which caused the engine failure. It is clearly outlined in the vehicle service contract that proper fluid levels must be maintained at all times and should the customer hear any engine noises or engine damage, it was their responsibility to immediately park the vehicle to prevent any further damage, yet the customer had continued to drive the vehicle with the engine noise and low engine oil. It was discussed that General Motors might have experienced oil consumption issues with this model Hybrid engine. However, due to the vehicle being out of factory warranty, General Motors did not want to be responsible for the repair.9/15/2015 at 5:06 PM, Mr. [redacted] called First Guard’s claims center upset to protest the denial. We clearly understand Mr. [redacted]’s issue and concern as he was not at fault if General Motors had produced a faulty engine, however, we explained that at this time our insurer is not able to cover the claim due to the unexplained significant loss of oil and the continued driving of the vehicle with low engine oil that created the extent of the damage.9/16/2015 at 3:03 PM, Wiesner Conroe’s repair facility called First Guard to request help or intervention by our claims resolution manager. First Guard’s claims resolution manager reviewed the claim and agreed with our claims adjuster and the insurer’s position on the claim. However, as an act of goodwill towards Wiesner Conroe and the customer, First Guard’s claims resolution manager informed the repair facility that we would locate an engine for replacement and pay for it and the labor for the repair out of our goodwill account (not the insurer) if Wiesner Conroe could help by discounting the labor costs. All was agreed to, and First Guard ordered the engine replacement to be shipped to Wiesner to complete the repair. Apparently Mr. [redacted] registered his complaint with the Revdex.com before being notified that First Guard and Wienser had agreed to resolve his issue. I hope this is agreeable and acceptable to Mr. [redacted], and apologize for the inconvenience. However, we must follow strict procedures and insurance guidelines before we can make the decision that we did.
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 wish to retract my complaint and to let...
it be known the business did an excellent job in resolving my issues very quickly and very efficiently. This was before the complaint was received so please make it known there is no issues or complaints against them. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:the truck was maintained on a regular basic,the reason they refused to cover the repairs was tire size was deferent from original tires that can w the truck the mechanic said tires have nothing to do w repairs that was needed "timing chain" a known problem w the ford f150. the tires that were on the truck were 1/2 " bigger, closets tire size I could get to original. when I confronted first guard about this they just flat out told me they were not going to cover repairs. this put me in a very bad situation I did not have the $3800 it was going to coast to repair my truck I had to take the 2k I had and buy another truck and now im stuck with a 7year payment.I paid over $1800.00 for a service first guard never intended on providing, I will not be satisfied unless the full amount I paid for the warrenty is refunded
Regards,
[redacted]
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 filled a complaint yesterday about the First Guard Warranty Corporation. I have since been in contact with the dealership...
where I bought my vehicle and the warranty company and we have resolved the issue. They are going to take care of my vehicle. If I could cancel the complaint completely that would be great. If I cannot do that then it can be closed out as the complaint being resolved with the customer being satisfied. Please let me know if there is anything else I need to do. This is very important. Thanks, [redacted]
Regards,
[redacted]
Mr. [redacted] purchased a First Guard Platinum Extra (base coverage) vehicle service contract from DeMontrond Buick on 9/17/2011 with 72,367 miles on the odometer for a 60 month or 100,000 mile coverage. The coverage purchased was a basic named part powertrain coverage. Mr. [redacted] paid DeMontrond Buick $1818.00 for the service contract. On 1/12/15 a claim was submitted on this contract at a mileage of 112,205, for an internal engine failure. Due to the nature of the failure, First Guard dispatched an independent inspector to review the vehicle and claim for verification. During the inspection a number of discrepancies were observed that would make the vehicle ineligible for coverage. 1. It appeared that the vehicle was being used for commercial use due to equipment modifications that would make the vehicle ineligible. 2. It was also observed that the vehicle tire size had been changed from the original manufacturer’s recommendation. Mr. [redacted] stated that he had changed the tire size to a larger size. In the EXCLUSIONS section of the vehicle service contract, it states that NO COVERAGE OR BENEFITS will be provided if…”F. IF ANY ALTERATIONS HAVE BEEN MADE TO YOUR VEHICLE OR YOU ARE USING OR HAVE USED YOUR VEHICLE IN A MANNER NOT RECOMMENDED BY THE MANUFACTURER, INCLUDING, BUT NOT LIMITED TO,…ALL FRAME OR SUSPENSION MODIFICATIONS, LIFT KITS, ANY TIRE SIZE THAT IS NOT RECOMMENDED BY THE ORIGINAL MANUFACTURER…”. The tires that Mr. [redacted] installed created a 5.17% variance that falls outside the acceptable variance of 4%. As a result, this modification made the vehicle ineligible for coverage regardless of the failed part or cause of failure. 3. In addition, due to the failure of an internally lubricated engine part, we requested maintenance records to verify proper maintenance of the vehicle. Under Section 7 of the vehicle service contract it clearly states…7a: CONTRACT HOLDER CANNOT PERFORM OWN MAINTENANCE FOR MAINTENANCE REQUIREMENTS… 7b: THE ENGINE OIL AND FILTER MUST BE CHANGED EVERY THREE (3) MONTHS AND THREE THOUSAND (3,000) MILES, WHICHEVER OCCURS FIRST… 7c: IT IS REQUIRED THAT VERIFIABLE RECEIPTS ARE RETAINED FOR ALL MAINTENANCE SERVICES. YOU MUST RETAIN VERIFIABLE RECEIPTS PROVING PURCHASE OF ALL REQUIRED PARTS AND MATERIALS NECESSARY TO PERFORM THE REQUIRED MAINTENANCE; CONFIRMING THE DATE AND MILEAGE FOR THE SERVICES PERFORMED. MAINTENANCE AND/OR SERVICE WORK RECEIPTS WILL BE REQUESTED BY THE ADMINISTRATOR. MAINTENANCE RECEIPTS FROM A LICENSED REPAIR FACILITY ONLY WILL BE ACCEPTED. Mr. [redacted] was requested to provide these receipts, and stated that he either performed his own maintenance services and/or did not keep any receipts for services performed. Due to these failures to perform the requirements to maintain coverage or vehicle eligibility the claim was denied. According to the laws and regulations for vehicle service contracts in the state of Texas, Mr. [redacted] was entitled to a prorated refund of the remaining months/miles on the contract. However, as an act of goodwill, First Guard authorized a flat cancellation and a 100% refund to Mr. [redacted]. This was stated in the response letter to Revdex.com on 1/29/15. We are somewhat confused as this is what Mr. [redacted] is now requesting but has rejected according to the Revdex.com response. Per requirements, First Guard must send the refund portion to the original selling dealership (DeMontrond) so they can add back in their profit portion and they will issue Mr. [redacted] a 100% refund. Mr. [redacted] can contact DeMontrond directly for his full refund amount. First Guard maintains an excellent rating with Revdex.com as well as in the industry as a whole and it is our intent to always be fair and understanding. First Guard acted totally within its legal obligations and fiduciary responsibilities in denying the claim, and we went above our requirements in granting Mr. [redacted] a 100% refund. We apologize for the situation that occurred but we must adhere to our strict underwriting guidelines from our insurer and the state regulatory agencies. I hope this will meet with Mr. [redacted]’s needs.