Interstate National Dealer Services

Good afternoon Mr.,
In response your Revdex.com inquiry, we have verified our records reflected a starting mileage of 10 with an expiration mileage of 12,010. When reviewing the application page, it shows the accurate starting mileage as 46,555 for 12 months/12,000 miles. Our office was able to successfully update your records which now show an expiration date of 12/7/2019 or mileage of 58,555.
One of the items the repair facility called in (step not working) did not qualify for coverage as they were able to take it apart and clean it. There were not parts replaced. The TV elevator not staying down was due to a broken bracket from metal fatigue. Under your exclusions letter B line #18-Metal supports are excluded for coverage. Your repair facility also advised us of a storage compartment hinge coming loose due to rubber coming apart. The contract excludes coverage for rubber under your exclusions letter B line#11. The only item that was eligible for coverage was the LP regulator. Unfortunately, the cost of this repair fell below your $500.00 deductible not permitting us to authorize the claim

In response to Revdex.com complaint case # XXXXXXXX - Contract # XXXXXXX-TT
Interstate National Dealer Services, Inc.("Interstate") d/b/a Revolos received a complaint from contract holder, *** regarding a claim denial.

Although, Ms. contract lists wheel bearings as a covered component, the contract does not provide coverage for components/parts that are "worn out". This customer's repair facility stated that the cause of the unit concerns was its wheel bearings and that the condition of those wheel bearing were "worn out". The Terms & Conditions of Ms. contract defines a Failure as follows:

"Failure ... refers to the Failure of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer but does not include gradual reduction in operating performance due to wear and tear."

Based on the contract language above, a gradual reduction in operating performance due to wear and tear does not constitute a mechanical failure. Therefore, Ms. wheel bearing claim was denied. Interstate d/b/a Revolos adjudicated the claim based on the shop's diagnosis and according to the terms and conditions of the contract that Ms. purchased.

Revolos has addressed this customer's complaint and requests that it be closed.

In response to Revdex.com complaint case # XXXXXXXXX - Contract # XXXXXXXX-TT
Interstate National Dealer Services, Inc. ("Interstate") d/b/a Revolos received a complaint from contract holder, *** D. *** regarding a claim.

Revolos has done it's due diligence to resolve the discrepancies regarding your repairs with the mobile repair facility that you selected to complete the repairs but could not reach a resolution.

However, in reviewing your claim history, we noticed that there has been an update since the Revdex.com complaint that you submitted on 5/29/19. On 6/10/19, we authorized a second claim in the amount of $1,569.56 to supplement the repairs that were performed on your toilet and your front and rear air conditioning units, as well. As the claims administrator of your vehicle service contract, Interstate d/b/a Revolos makes claim authorizations based on the terms and conditions of your contract. Per the terms and conditions of your contract, the administrator will pay on behalf of or reimburse you the reasonable costs to repair or replace the parts included in your coverage that have failed. Reasonable cost is based on national labor guides to calculate labor hours. In addition, when determining parts pricing, we leverage multiple resources to ensure we are finding the most reasonable cost. When adding that to the first claim that was filed under your contract, Interstate d/b/a Revolos has authorized a total amount of $2,887.09 in repairs. This amount is considered reasonable cost of repairs. Further, we understand from your Revdex.com complaint that your repair facility charged you $500 in service call fees, but we've also paid the maximum service calls your contract allows in the amount of $200.

We hope this explanation addressed the concerns that were raised in your Revdex.com complaint. In the event you need to file another claim, please refer to the section under the heading "WHAT TO DO IN THE EVENT OF A FAILURE" in the terms & conditions of your vehicle service contract. Don't hesitate to call if you have any questions.

Revolos has addressed this customer's complaint and request that it be closed.

Thank you for giving us the opportunity to address your concerns regarding the cancellation process. The process allowed you 60 days to review the terms and conditions of the certificate without any penalties. During this time any questions and concerns you had could've been addressed. Without asking questions and the contract not being canceled, one would believe you have a good understanding of the terms and conditions of your contract. Section (H) of your terms explain the refund calculations: REFUND CALCULATION - If this Certificate is canceled within the first sixty (60) days from the Effective Date and no claims have been filed, we will refund the entire Certificate charge paid. If this Certificate is canceled after the first sixty (60) days or a claim has been filed we will refund an amount of the Certificate charge according to the Pro-Rata Method reflecting the greater of the days in force or the miles driven based on the term of the plan selected and the date Coverage begins, less any claims paid, less a Twenty-Five Dollar ($25.00) Administrative Fee. In the event of cancellation, the Lienholder, if any, will be named on a cancellation refund check as their interest may appear.

On April 12, Mr. *** had the pleasure of speaking with the Member Services dept regarding the failed component, U-Joint. Mr. spoke with the first representative at Revolos and disagreed with the determination of wear and tear. On April 15, the customer called Revolos back and requested to speak with a supervisor, during the conversation Mr. mentioned he would be contacting his attorney, then hung up on the representative before they could finish explaining the reason of denial. Mr. received a call from a Manager on April 16 and offered assistance. During that conversation, the Manager never stated "I don't care what your contract says, which was not heard on the voice clip on the conversation. Mr. did advise the Manager they should play in traffic.

Please be advised your claim has been-approved for $120.60. Please accept our apology for any inconvenience.
Complaint now closed

Re: XXXXXXXX-WD ***

The extended warranty that you purchased states, "In some cases, You may be required to authorize the repair facility to inspect or tear down Your Vehicle to determine the cause of Failure and the cost of the repair. You will be responsible for these charges if the Failure is not covered by this Contract." We were aware that the twin turbos had failed before the tear down occurred. In order to determine if the failure was going to be covered under the warranty though, we needed to know the cause of failure. This is the reason the tear down was requested. After the tear down was performed, your repair facility informed us that the cause of failure was worn bearings that caused the rear turbo impeller to seize. The warranty that you purchased covers defective parts and faulty workmanship, but not gradual reduction in operating performance due to wear or tear.Per "What to do in the event of a failure" in the contract
#5 letter b. Require Additional Evaluation, Inspection or Tear Down - The Administrator may require an inspection prior to the repair being completed. If a tear down is required to determine the cause of Failure, the Contract holder must authorize same. Notify the Contract holder that if the repair is not covered, then the Contract holder will be responsible for the cost of the tear down. This contract expired June 21, 2018. Interstate/Revolos now wishes to close this complaint.

To address the customer's rebuttal we are attaching the response that was submitted to Mr. outside counsel.
This letter is in response to your letter of May 24, 2018.
On or about June 21, 2013, RF*purchased Warranty Direct PowerShield Enhanced Used vehicle service contract XXXXXXXX WD for his 2008 BMW 535, VIN WBANWXXXXXCZ7434, from Warranty Direct. Interstate National Dealer Services, Inc., is the administrator of the contract. The contract is set to expire on June 21, 2018, or at XXXXXX, whichever first occurs.
On March 1, 2018, the contract holder's repair shop called a claim in and reported that the contract holder stated that the vehicle was smoking and the check engine light was on. Mr.epair shop stated that the turbo seals had failed and that the vehicle was blowing oil out the exhaust. The shop also reported that driver's side front window would not roll down and that the cause of the window problem was that the master winder switch had failed.
When Mr.op called the claim in, the Interstate claims representative explained to the repair shop that Interstate need to know what inside the turbo had failed in order to evaluate whether or not the repair was covered. The shop called back in on March 2, 2018. The shop stated that the impeller was worn and loose in the bearings on the front. Interstate denied the turbo claim. Under the terms and conditions of the contract, coverage does not include gradual reduction in operating performance due to wear or tear. The rear turbo impeller seized because of the worn bearings.
The denial of the claim was appropriate under the terms and conditions of the contract.
The Definitions section of Mr.tract provides
Failure is defined as a Failure of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear....
The Exclusions section provides
This Vehicle Service Contract Provides NO Coverage or Benefits for the following:
...B. OIL CONSUMPTION, WORN OUT PARTS, AND DIMINISHED PERFORMANCE INCLUDING THAT RESULTING FROM A GRADUAL REDUCTION IN OPERATING PERFORMANCE DUE TO NORMAL WEAR AND TEAR...IS NOT COVERED.
Based upon the information provided by Mr. repair shop, Interstate's denial of the turbo portion of the claim is appropriate under the terms and conditions of the contract. The problem with the vehicle, which was caused by wear, does not meet the definition of a covered failure. In addition, the repair is excluded under Section B. of the Exclusions: worn out parts are specifically excluded. The window repair was authorized and that portion of the claim is pending.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

I am sorry to hear about the inconvenience and unwanted phone calls you are receiving. We have started to receive a large volume of
complaints similar to yours and I want to ensure you that we are here to help you.
To clarify who you have reached, the number you are calling right now is for Interstate
National Dealer Services. We are an administrator and provider of service contracts. We do not sell directly to consumers.
You've specifically reached the member services department of Interstate. I want to assure you that those calls
are not being made by our call center or our company

At this time we do not have enough information to retrieve the customer's information. Please submit the vin number or policy number.

Thank you

Thank you for the opportunity to address your concerns. As it would've been a pleasure to assist with all of your vehicle repairs we have to adhere to the terms and conditions of your vehicle service contract. The contract is responsible for repairing a failure. The term failure is defined as a defective part or faulty workmanship as supplied by the Manufacturer or Dealer but does not include gradual reduction. A covered part has failed when it can no longer perform the function for which it was designed solely due to its condition, and not due to the action or inaction of any non�covered parts. The components listed within your coverage level indicated on the copy of your application page are eligible for coverage. You have a name specific policy If an item is not listed. The part requested, (a fitting) was not listed within your coverage level and therefore not eligible. There was an opportunity to extend your coverage by selecting the consequential damage option when you purchased your vehicle service contract. This option would have extended coverage to covered parts that were damaged by a non-covered part. We understand the inconvenience the failure has imposed upon you. We hope this explanation of your terms and conditions provides clarity on why your claim was denied.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.

Thank you for the information you provided in your complaint. Interstate National Dealer Services, Inc. ("Interstate") takes consumer complaints very seriously. Recently, Interstate has been receiving reports that telemarketers have been making improper solicitations to consumers and identifying themselves as "National Dealer Services," "Dealer Services," "Internet Auto," or by other similar, generic names. Due to the similarity between these names and our own, when someone attempts to identify the company, for example by Googling "National Dealer Services," Interstate is often mistakenly identified as the source of the calls. In some instances, Interstate has been advised that these telemarketers will go so far as to provide our website information if the authenticity of the call is questioned. These telemarketers are not calling our behalf.

We are sorry to hear about these frustrating solicitations. Interstate has been making a diligent effort to identify the specific entity or entities behind these calls. However, because the callers disguise their true identity by utilizing bogus or spoofed phone numbers, locating and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, Interstate has notified multiple government entities, including the Federal Trade Commission ("FTC") and the Attorneys General of all fifty states, about these telemarketing activities. We will continue our efforts to try to identify the companies and marketers behind the calls.