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 confirmations. It 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 satisfied. This 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]
[redacted] did purchase a First Guard vehicle service contract through Hewlett VW on 3/26/12. He purchased an Ultimate level coverage on a 2008 VW Jetta for a term of 72 months or 72,000 miles from purchase date and current mileage, whichever occurs first. Ultimate coverage was our...
most comprehensive coverage available at that time and is defined in the Vehicle Service Contract (VSC) as: Ultimate Coverage- We will pay or reimburse You for reasonable cost to repair or replace any Breakdown of all parts listed in the Schedule of Coverages and any other parts, except those items listed in the Exclusions Section of this Contract. This vehicle service contract coverage is designed for mechanical breakdowns or failures, not vehicle structural body parts, collision, water damage, flood, theft, vandalism, freezing, rust or corrosion, hail, acts of God, salt, etc., that are normally covered under an individual’s physical damage and comprehensive insurance policy. And this is clearly stated in the vehicle service contract page 10 Section C. On 1/31/2013, Mr. [redacted] had a repair performed at a VW dealership under this contract for a failed ignition lock cylinder and was provided a rental vehicle during this repair according to the parameters of the contract. This claim was approved and paid for by First Guard without issue.On 5/23/2016, Mr. [redacted] initiated another claim at a VW dealership under this contract. The service department stated that the customer complaint was water leaking into the vehicle from the sunroof. The repair facility stated that the failure could either be caused by the drain tubes leaking or structural damage to the sunroof frame track. First Guard instructed the repair facility to verify the cause of failure before we could authorize or deny coverage.On 6/1/16, the repair facility called our claims adjuster to state that they had removed the headliner and discovered that the sunroof frame had structural damage allowing water into the vehicle. This is a structural body part of the vehicle, not a mechanical part.In the Exclusions Section of the vehicle service contract on page 10 section A, it clearly states…This Vehicle Service Contract Provides No Coverage or Benefits for any part not specifically listed in the schedule of coverages, or for Ultimate Coverage, any of the following parts:….weather strips, trim, moldings, bright metal chrome, upholstery and carpet, paint, outside ornamentation, bumpers, body sheet metal and panels, frame and structural body parts….Also under the Exclusions Section page 11 Section J, it states: This vehicle service contract provides no coverage or benefits when the responsibility for the repair is covered is covered by an insurance policy, the manufacturer, or a repair facility’s guarantee/warranty.These are standard exclusions and coverages found on virtually all vehicle service contracts in the industry.Due to the cause of failure being a structural body part, First Guard stated that this repair was not covered under our vehicle service contract and suggested the customer contact their physical damage/comprehensive insurance agent to file on that insurance policy.On 6/2/16 at 9:52 AM (we record all claims phone calls) Mr. [redacted] wife called our claims adjuster questioning the denial of coverage and was explained the facts listed above.The repair facility also stated that this was an unusual failure as the drains were not clogged and the lines were clean, but somehow the structural drain outlet built into the framework of the roof was broken and that is what caused the water leakage. That this was a structural failure, not mechanical failure.I understand Mr. [redacted] frustration and confusion. However, we are required to follow the specific underwriting guidelines and purchased coverages by our insurer and the programs that are filed and approved. This failure is not a mechanical failure, rather a body structural failure.It is my understanding from Mr. [redacted]’s statement that he has in fact filed this claim with his physical damage insurance which is the proper course of action on his part.However, as an act of goodwill, First Guard is willing to refund Mr. [redacted] 100% of his purchase price for this vehicle service contract in the amount of $1,800.00. Normally a refund would be calculated based on a prorated refund method and Mr. [redacted] would not receive 100% refund, as is the case with any insurance policy or product in the state of Texas. We are also willing to absorb the claim that was previously paid for the failed ignition lock cylinder and still refund 100%.First Guard has been in operation for over 17 years and we maintain an A+ rating with the Revdex.com. We value our customer satisfaction and make every effort to be fair whenever possible.I hope this meets with Mr. [redacted] satisfaction.
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 confirmations. It 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 satisfied. This 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]
Our claims director is in direct contact with this customer and we are working on a resolution to the issue.
[redacted] did purchase a First Guard vehicle service contract through Hewlett VW on 3/26/12. He purchased an Ultimate level coverage on a 2008 VW Jetta for a term of 72 months or 72,000 miles from purchase date and current mileage, whichever occurs first. Ultimate coverage was our...
most comprehensive coverage available at that time and is defined in the Vehicle Service Contract (VSC) as: Ultimate Coverage- We will pay or reimburse You for reasonable cost to repair or replace any Breakdown of all parts listed in the Schedule of Coverages and any other parts, except those items listed in the Exclusions Section of this Contract. This vehicle service contract coverage is designed for mechanical breakdowns or failures, not vehicle structural body parts, collision, water damage, flood, theft, vandalism, freezing, rust or corrosion, hail, acts of God, salt, etc., that are normally covered under an individual’s physical damage and comprehensive insurance policy. And this is clearly stated in the vehicle service contract page 10 Section C. On 1/31/2013, Mr. [redacted] had a repair performed at a VW dealership under this contract for a failed ignition lock cylinder and was provided a rental vehicle during this repair according to the parameters of the contract. This claim was approved and paid for by First Guard without issue.On 5/23/2016, Mr. [redacted] initiated another claim at a VW dealership under this contract. The service department stated that the customer complaint was water leaking into the vehicle from the sunroof. The repair facility stated that the failure could either be caused by the drain tubes leaking or structural damage to the sunroof frame track. First Guard instructed the repair facility to verify the cause of failure before we could authorize or deny coverage.On 6/1/16, the repair facility called our claims adjuster to state that they had removed the headliner and discovered that the sunroof frame had structural damage allowing water into the vehicle. This is a structural body part of the vehicle, not a mechanical part.In the Exclusions Section of the vehicle service contract on page 10 section A, it clearly states…This Vehicle Service Contract Provides No Coverage or Benefits for any part not specifically listed in the schedule of coverages, or for Ultimate Coverage, any of the following parts:….weather strips, trim, moldings, bright metal chrome, upholstery and carpet, paint, outside ornamentation, bumpers, body sheet metal and panels, frame and structural body parts….Also under the Exclusions Section page 11 Section J, it states: This vehicle service contract provides no coverage or benefits when the responsibility for the repair is covered is covered by an insurance policy, the manufacturer, or a repair facility’s guarantee/warranty.These are standard exclusions and coverages found on virtually all vehicle service contracts in the industry.Due to the cause of failure being a structural body part, First Guard stated that this repair was not covered under our vehicle service contract and suggested the customer contact their physical damage/comprehensive insurance agent to file on that insurance policy.On 6/2/16 at 9:52 AM (we record all claims phone calls) Mr. [redacted] wife called our claims adjuster questioning the denial of coverage and was explained the facts listed above.The repair facility also stated that this was an unusual failure as the drains were not clogged and the lines were clean, but somehow the structural drain outlet built into the framework of the roof was broken and that is what caused the water leakage. That this was a structural failure, not mechanical failure.I understand Mr. [redacted] frustration and confusion. However, we are required to follow the specific underwriting guidelines and purchased coverages by our insurer and the programs that are filed and approved. This failure is not a mechanical failure, rather a body structural failure.It is my understanding from Mr. [redacted]’s statement that he has in fact filed this claim with his physical damage insurance which is the proper course of action on his part.However, as an act of goodwill, First Guard is willing to refund Mr. [redacted] 100% of his purchase price for this vehicle service contract in the amount of $1,800.00. Normally a refund would be calculated based on a prorated refund method and Mr. [redacted] would not receive 100% refund, as is the case with any insurance policy or product in the state of Texas. We are also willing to absorb the claim that was previously paid for the failed ignition lock cylinder and still refund 100%.First Guard has been in operation for over 17 years and we maintain an A+ rating with the Revdex.com. We value our customer satisfaction and make every effort to be fair whenever possible.I hope this meets with Mr. [redacted] satisfaction.