J R Auto Protect

Complaint: [redacted] I am rejecting this response because: There is no difference between a worn out part and one that fails it is a Distinction without a difference, the respondent may be correct about the purchase price of the warranty I will have to investigate He is not being truthful about the phone calls I have ATTACHED SOME OF THE RECORDED CONVERSATIONS, and if your page allowed for more I would attach them alsoI want them to pay for the repairs, the car rental associated with this claim [redacted] For sending it to the wrong place they sure are knowledgeable about the claim and if you could forward the clain to hte right plae it would be appreciated Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/23) */ Contact Name and Title: [redacted] , Co-Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @jrautoprotect.com Case#XXXXXXX I would first request this complaint be stricken form our file due to the fact that this complaint is for Enterprise Financial Group located at [redacted] W [redacted] Irving, TX XXXXX-XXXX the obligor and not our company JR Auto Protect I also want to let it be known that until 12/21/15, we had no contact from the customer regarding any issue and the only way we have found out about this is from an email the Revdex.com sent us We did contact the customer on 12/21/once we found out from the Revdex.com there has been a complaint filedThe customer was very nice and explained that her vehicle had already been fixed at this pointShe stated that there was a communication gap between [redacted] the repair shop, and EFG (Enterprise Financial Group) regarding what was being done to the vehicle and this was the reason she originally made the complaintHer vehicle apparently had a warranty on her transmission from [redacted] directlyWhat happened is her vehicle went from [redacted] to [redacted] Chevrolet where the repairs were made free of charge and then delivered back to her The customer apologized to me she made a complaint and also stated she was going to contact the Revdex.com back and request that her complaint be dropped against us and thanked me several times for reaching out to herI, [redacted] one of the owners, also her gave her my direct number and asked for her to personally call me if she ever has any other questions or needs help with anything in the future Please let me know if there are any other questions Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
There is no difference between a worn out part and one that fails it is a Distinction without a difference, the respondent may be correct about the purchase price of the warranty I will have to investigate.  He is not being truthful about the phone calls I have ATTACHED SOME OF THE RECORDED CONVERSATIONS, and if your page allowed for more I would attach them also. I want them to pay for the repairs, the car rental associated with this claim[redacted].  For sending it to the wrong place they sure are knowledgeable about the claim and if you could forward the clain to hte right plae it would be appreciated.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/12/23) */
Contact Name and Title: [redacted], Co-Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@jrautoprotect.com
Case#XXXXXXX
I would first request this complaint be stricken form our file due to the fact that this complaint is for...

Enterprise Financial Group located at [redacted] W [redacted] Irving, TX XXXXX-XXXX the obligor and not our company JR Auto Protect.
I also want to let it be known that until 12/21/15, we had no contact from the customer regarding any issue and the only way we have found out about this is from an email the Revdex.com sent us.
We did contact the customer on 12/21/15 once we found out from the Revdex.com there has been a complaint filed. The customer was very nice and explained that her vehicle had already been fixed at this point. She stated that there was a communication gap between [redacted] the repair shop, and EFG (Enterprise Financial Group) regarding what was being done to the vehicle and this was the reason she originally made the complaint. Her vehicle apparently had a warranty on her transmission from ** directly. What happened is her vehicle went from [redacted] to [redacted] Chevrolet where the repairs were made free of charge and then delivered back to her.
The customer apologized to me she made a complaint and also stated she was going to contact the Revdex.com back and request that her complaint be dropped against us and thanked me several times for reaching out to her. I, [redacted] one of the owners, also her gave her my direct number and asked for her to personally call me if she ever has any other questions or needs help with anything in the future.
Please let me know if there are any other questions.
Thank you,
[redacted]

In response to the above referenced case number, JR Industries reviewed the information attached with this specific consumer to ensure a resolution. After a thorough investigation, JR Industries determined this to be a complaint against the administrator, or coverage provider, Enterprise Financial...

Group [redacted] Phone# [redacted]. A claim was filed directly with the coverage provider, Enterprise Financial Group, and the claim was denied. JR Industries does not have any involvement such as approving or denying a claim whatsoever therefore we contacted Enterprise Financial Group to uncover the reason for a denial on behalf of the consumer. Enterprise Financial Group informed JR Industries that the claim was denied due to being a part not listed for coverage by his policy. JR Industries has also forwarded this complaint over to Enterprise Financial Group. They (Enterprise Financial Group) have responded back to JR Industries and informed us that they (Enterprise Financial Group) will respond directly to the Revdex.com as contract administrator for final response. For any other questions in this matter please call [redacted]. Thank you.

This complaint has been misfiled against our call center. This complaint needs to be filed with the customer's warranty company which is [redacted] telephone number [redacted] located at [redacted]. JR Auto Protect is not a warranty company and...

the consumer has not contacted us at all regarding any issue and we ask this be removed from our record and filed with the appropriate company which is [redacted] as mentioned above.Doing our due diligence, we investigated this matter closely. We found several inconsistencies with this complaint. The first inconsistency is that the customer didn't pay $2200 as stated for his policy as he only paid $1696.The second inconsistency is the customer stating he has talked to us several times during his repair process which is completely false. This can be proven by phone records and the fact his file has not been accessed since 2/24/17 over 1 year ago.The third inconsistency is the customer states his repair shop found failure. However, [redacted], has on file that [redacted] did not find any failure or broken parts on his transmission and indicated there is only an intermittent noise which sporadically happens between a gear shift and is consistent with normal wear and tear usage from an older vehicle with high mileage. The inspector, which is 3rd party, also confirmed this information with a detailed report including pictures showing the transmission has no broken parts anywhere both internally and externally.This customer's policy does cover failure of his transmission. So if and when his transmission does fail it will certainly be considered for replacement by his coverage provider [redacted] in the future.If the customer is not happy with the findings of [redacted] and the inspector's comprehensive report, he can file arbitration with [redacted], get a second opinion at another repair facility, or cancel his policy with [redacted] for a refund if he so chooses.

Initial Business Response /* (1000, 5, 2016/02/19) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@jrautoprotect.com
CASE# XXXXXXX
In response to the above referenced case number, JR Industries reviewed the information attached with this specific...

consumer to ensure a resolution. After a thorough investigation, JR Industries determined this to be a complaint against the administrator of claims. The obligor/administrator of the contract is National Administrative Solutions Corporation [redacted] N Ste [redacted] Dublin, OH XXXXX Phone#XXX-XXX-XXXX). A claim was filed directly with NASC by the consumer and the claim was denied. JR Industries does not approve or deny any claims whatsoever therefore we accordingly contacted NASC in order to uncover a reason for denial on behalf of the consumer. NASC informed JR Industries that the claim was denied due to sludge. Chip, who does not work for JR Industries and works for NASC is the adjuster on this claim.
In December 2015 the customer took their vehicle into the repair shop of their choice. The repair shop called in a Turbo sensor and valve. This was authorized at the time for replacement/repair. The shop then called back to NASC in January 2016 and said the repair they recommended did not fix the problem and they would like to try a new Turbo and oil feed line to see if this fixes the issue. An inspector was then sent out to confirm the shop's request and it was found that the entire Turbo and oil feed line was gummed up and gooey (sludge). NASC requested maintenance records from the customer's repair facility and the customer. No records where provided to validate proper maintenance had been done. The customer is responsible for properly maintaining the vehicle and either failed to maintain the vehicle or refused to provide maintenance documents. Without proof of any maintenance no further investigation was required.
NASC did state that they would further investigate the claim if such records are provided.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
Case XXXXXXX
Customer contacted us on 11/19/2014 to purchase a policy. We reviewed detailed options with her on the phone, emailed the policy, and spent 40 minutes with her reviewing the coverage. After she was satisfied with reading and...

reviewing the policy she purchased the highest level of coverage available for her 7-year-old vehicle with over 123,000 miles.
The customer drove her vehicle into the Chevrolet dealer [redacted] Chevrolet). The dealer reported the vehicle was abused by being driven well past the point of overheating causing melting of engine components. Had the customer taken advantage of the free roadside and towing service included with her policy instead of ignoring the vehicles on board diagnostics and warning lights, the outcome may have been different. Unfortunately, the contract states abuse and neglect are non-covered conditions caused by the vehicle operator, not failure of any vehicle part.
We have already cancelled and refunded the customer on 01/08/16.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not drive my vehicle to the shop their wrecker for road side assistance towed it in. Nothing on my engine was melted that is a lie I spoke to the tech and he told me gasket so I know I did not drive anything pass the point that is a total lie this company refuses to give me all my money back I never got any assistance from this company at all. I can verfiy from the company that my car was towed in cause I road with the driver who towed it into the ** shop per their road side assistance company they provided to me and I can verify that they never told them anything about components being melted total lie this company just do not want to give me all my money back for something they did not even help me with this company is a liar and a total rip off. If anything was melted why they did not say I had to buy a whole motor? Cause nothing was melted total liar. The owner of ** and the lady who helped me at the desk can also vouch my vehicle was towed in using this companies tow service they picked me and my vehicle up from my home and towed it into the shop. I spoke with someone on the phone at this company and they sent out the tow truck to get my vehicle and knew I was riding with my vehicle to the shop so stop lieing rip off company. They probably deleted all the evidence from their computer to see their towing company towed me in and made up a total lie to not want to cover anything on my vehicle lie lie lie is all this company does. I paid for a warranty they lied about my car to not have to pay for anything. RIP OF!
Final Consumer Response /* (1500, 22, 2016/02/02) */
Final Business Response /* (1000, 20, 2016/02/02) */
I look forward to hear from you. I strive to always have a happy customer. The only problem I have is [redacted]'s claim was denied by Omega the company she had her policy with. Omega approves or denies claims. I'm flabbergasted my company even got the Revdex.com complaint when it's an Omega policy. The customer even went to consumer reports and [redacted] consumer dot com to try to smear our great standing in the vsc business. Which are the first complaints we have ever received with those two organizations in 5 years of business. I look forward to speak with you.
Thank you,
[redacted]
XXX-XXX-XXXX

In response to the above referenced case number, JR Industries has reviewed the information attached with this specific consumer to ensure a resolution. After a thorough investigation, JR Industries determined this to be a complaint against the administrator, or coverage provider [redacted]...

[redacted]. A claim was filed directly with the coverage provider, [redacted], and the claim was denied. JR Industries does not have any involvement such as approving or denying a claim. We contacted [redacted] to uncover the reason for a denial on behalf of the consumer. [redacted] informed JR Industries that the claim was denied due to the parts not listed for coverage by the policy.To make sure there was no misrepresentation, we further investigated the consumers file and see where the policy was emailed twice on August 7th 2015, four days before being purchased due to the consumer’s request to read and review the coverage to make sure it was going to fit their needs adequately. On August 11 2015, after several days of reviewing coverage, the consumer then decided to proceed forward with purchasing the policy. JR Industries is a sales office and not the administrator who pays the claims. However, on November 30th 2015, JR Industries did help this customer by paying a claim totaling $432 minus a $100 deductible on an item not listed for coverage as a good faith gesture. In December 2015 we helped the customer to obtain a refund from [redacted] who charged them incorrectly for a repair. JR Industries strives for the highest level of customer service and as you can see in the above references, we go above and sometimes way beyond what is required.JR Industries had made multiple attempts by email and phone to contact the customer regarding this issue which took place in late June. This Revdex.com complaint received has been on our only correspondence since. JR Industries has never, to this date, been notified to cancel the policy so the customer could be issued the refund of the balance of the coverage plan. The consumer’s policy is still active and eligible for refund.