Please forgive us in our delay in responseWe received the paper work from the customer, once we had all required documentation we had to mail it to the Under Writing Department based on paragraph of our waiver clauseWe have been in contact with the customer and we assured him that will reimburse him due to the negligence of the message center's server being down or deemed in operable for several daysThe Under Writing Department received it and are mailing the reimbursement check to the customer
Dear [redacted] The customer contacted the claims departmentOur Claims specialist spoke with the customer and explained that there is a problem in terms of coverage with the transfer case being crackedThis is after a previous claim being paid out already on the same contractThe claims department informed the customer that underwriting usually denies those claims due to the fact that someone almost always has hit something and therefore is not covered under our warrantyThe claims apartment also informed the customer that we are exercising paragraph of our waiver clause to help them through the claim procedure as a courtesy due to our relationship with Major Motors, the dealer from which he purchased the vehicleCustomer was informed the courtesy was granted, however it being a courtesy, may take a whileWe then submitted a Form to the underwriters to ask for courtesy in extending the limits of liability for the contract seeing as how the replacement unit was almost $while still being done as a courtesyThe claims department farther explained the limits of liability and that the underwriters would calculate what the remainder of the limits of liability after purchase of the replacement unit and customer’s deductible Limits on liability A The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2, The customer was informed that the Claims Department is working with the underwriters to possibly provide another courtesy to reimburse $for the total that was paid in labor and installation of the transfer case totaling This is the balance remaining in regard to the limit of the policy after the customer’s deductible of $The oversight on the customers $was due to an authorization number and release code missing from the file and also the fact that courtesies are more susceptible to this mishap being that they are although important, not priority in comparison with other claims that APW is legally and financially responsible, and because of this are kept separate However, as of June 27th 2017, a WSFS check ending in 5556, sent in the amount of $was cashed by the customerWe hope that this is helpful in your determinations in this matterPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted]
[redacted] This is being written in response to a complaint # [redacted] that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states proper claim procedures (paragraph 4) of any vehicle under our warrantyParagraph Claim Procedure: In the event of a mechanical breakdown use all reasonable means to prevent further damage by operationPhone [redacted] you will be directed to one of our authorized repair centers for an estimateCalls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm FridayA twenty-four hour answering service will provide instructions when the office is closedAfter receiving the estimate you may opt to take the vehicle to the repair facility of your choiceDo not agree to any repairs until you or the repair facility has received and authorization number from APWContact us and provide the nature of the breakdown parts and labor estimateWe will then issue an authorization number for the covered repairThis authorization number must appear on the invoice(s) you submit to us along with Facility name, address, and phone number Your name, address and phone number Vehicle year, make, model, VIN number and current mileage Breakdown of repair – parts and labor No claim will be honored without an authorization number All repairs or diagnostics must be performed by an ASE certified shop with Federal Tax ID number and shop must be fully assured and bondedNote: APW reserves the right to inspect all vehicles prior to the repairFailure to follow claim procedure for the purpose of estimating and/or mileage tracking may, or will result in cancellation of contract by APWBefore contacting APW as standard procedure, the customer took their vehicle to a Pep Boys located in Newark DE to have a diagnostic performedThe customer then contacted our Claims Department to open a claim for coverageThe customer already had an estimate that was summated to the Claims Department from Pep Boys, and after review of the claim, the claim was denied and the contract was cancelled based on the violation of Paragraph The refund that this customer speaks of was requested, however, deemed undeserved and non-existent due to their documented and clear agreement to the terms of the APW contractOur records show that we attempted numerous times to contact the customer in regard to the claim denial, contract cancellation, and refusal of requested refundMethods of contact which include telephone calls, text messages, and a typed letter sent via certified mail We apologize for any inconvenience caused by this misunderstandingPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] ***
Attached is the cancellation and claim denial letterAs stated on the back of the signed contract and also this document the customer violated "Claims Procedure" under Terms and Conditions in Paragraph which states the “customer must call APW to be directed to one of our authorized repair centers”Also APW attempted to return the repair shops phone call multiple times who previously called on the customers behalfThe calls were being transferred and no one would pick up there for APW would have to leave a message for a call backAfter APW finally got into contact with the repair shop, APW received the estimate from the repair facilityAfter reviewing the estimate the only covered component(s) listed were the Upper Control ArmOther parts listed were wiper blades, axel barring seal, break shoe kit, snap ring, and other non covered itemsThese are all considered maintenance issuesThe customer states there is a $2, bill the repair facility listed as covered components but on the estimate APW received it doesn't show or state a price of total repairsAttached will also be the estimate APW received from the repair facility
This is being written in response to a complaint # [redacted] that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states proper claim procedures (paragraph 4) of any vehicle under our warrantyParagraph Claim Procedure: In the event of a mechanical breakdown use all reasonable means to prevent further damage by operationPhone [redacted] you will be directed to one of our authorized repair centers for an estimateCalls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm FridayA twenty-four hour answering service will provide instructions when the office is closedAfter receiving the estimate you may opt to take the vehicle to the repair facility of your choiceDo not agree to any repairs until you or the repair facility has received and authorization number from APWContact us and provide the nature of the breakdown parts and labor estimateWe will then issue an authorization number for the covered repairThis authorization number must appear on the invoice(s) you submit to us along with Facility name, address, and phone number Your name, address and phone number Vehicle year, make, model, VIN number and current mileage Breakdown of repair – parts and labor No claim will be honored without an authorization number All repairs or diagnostics must be performed by an ASE certified shop with Federal Tax ID number and shop must be fully assured and bondedNote: APW reserves the right to inspect all vehicles prior to the repairFailure to follow claim procedure for the purpose of estimating and/or mileage tracking may, or will result in cancellation of contract by APWBefore contacting APW as standard procedure, the customer took their vehicle to Newport Auto, as referred to by the DMV, to have a diagnostic performedThe customer then contacted our Claims Department to open a claim for coverageWe then informed the customer, of the parameters of the contract and of the violation thereofOut of courtesy, we did not deny or cancel the contract and instead made sure it was understood an authorized repair facility was requiredParagraph Waiver: If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureIn the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractIt was found that the claim made was not a covered component under the contractWe then received a call stating that the customer’s battery would not stay charged and that the thought was that it was the alternatorBecause of this the customer was unable to retrieve the mileage that is needed in order to open up a claimSo under paragraph 7, we extended another courtesy and opened the claim anywayIt was found at this diagnostic that it was the ABS module of the vehicle that needed to be replaced and that it was a fire hazardCustomer was then informed that the previous repair facility was not willing to do the further repair due to the fire hazardThe customer was then notified that he needed to have the vehicle towed to the Nissan dealership in order for a diagnostic to be done on the vehicleCustomer was told that a tow to this facility would possibly be reimbursed under paragraph 7, if granted by underwriters Nissan found during their diagnostic that not only was there a hole in the ABS module, but also the gaskets, valve cover, and motor mouth was also in need or being replacedDue to previous repairs already being paid out in claim, the remaining limits of liability were not enough to cover the over $partSo again, we submitted another Form to the underwriters to ask for courtesy in extending the limits of liability for the contractLimits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,After working to get this granted, we then sent three different checks to the customer in the Amount of $(WSFS checking account # *6587)We take accountability in the fact that the third of those checks was later than what was expected, however, we do hold priority to our contract holders that are not being granted numerous courtesies and have do our due diligence in doing soOur Operations Manager personally met with this customer to not only rectify this dissatisfaction, but extend our apologies for any inconvenience by disbursing to him a one-time $checkThe APW Operations Manager has since, communicated via telephone with Mr [redacted] and has alleviated any issues or concerns that Mr [redacted] hadThis is also obvious in the great review that the customer added to Google Maps Reviews since this complaints publication [redacted] review ????? a month ago [redacted] is the man! He delivers Please feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Problem:Was contacted by the company via text around mid may stating I would receive $for repairs to my carThey decided they would send me $checksI've received of them since MayAnd when I called about them the first time I was told every day I should receive a checkNow it is late August and I'm still waiting for $of my payment and I keep leaving messages with an answering service and no one has called me backTranslate Desired Resolution / OutcomeDesired Resolution:Finish the JobselectDesired Outcome:Pay me my money
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThe offer was of no type of repair to be completed by them even though I stated my concerns that the fluid change would not remedy the issue at the timeIt fixed it for roughly thousand miles before it returned and I called them and they said it was to late to do anythingIf I would have taken it back with no shudder at they would have also told me nithing was wrongAll I want them to do is fix the issue for which it was originally brought to them for
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11616451, and find that this resolution is satisfactory to me Regards, [redacted]
Date:August 2, L [redacted] Date of concern: 06/07/Complaint ID Number: [redacted] APW Contract Number: [redacted] Dear Mrs***, Thank you for providing us with the information regarding the complaint filed regarding this Ford Explorer However, APW Int’l had reasons for denying this claim, and cancelling the contract for one, or more of the following reasons that are inBold: Proper claim procedures were not followed (Paragraph4) Repairs requested were not covered components (Paragraph2) Contract expired Due to mileage (Paragraph8) Part did not suffer a complete mechanical breakdown or failure (Paragraph1, SectionA) Failure was a result of improper care of vehicle or improper repairs (Paragraph3), SectionsF, andH) Damage was result of accident, fire, flood, theft, rust or other means (Paragraph3, SectionI) Vehicle was altered without regard to manufacturer suggestions (Paragraph3, SectionJ) Repairs done without a prior authorization and an issuance of an authorization number by APW (Paragraph3), SectionA) Claim was filed within the first miles of the sale of the vehicle which is considered preexisting problem with vehicle (Front of contract) There is misrepresentation of contract information on a claim (Paragraph8, SectionC) 12/15/– The warranty was opened with receipt of payment 12/21/– Claims Department spoke with The Customer, at 2:P.M The customer stated that there was a shaking in the front end, and once brakes are applied there is also a check engine light with a code for a transmission solenoid As Per Paragraph of the warranty contract, Solenoids are not covered On this date the customer stated that his current mileage was: 180, Due to the customer’s initial mileage being it was established that the customer had only driven miles The front of the contract states: “Any claim filed within first miles of the sale of vehicle may be considered preexisting.” The customer was referred to Fred’s Auto Service 12/29/– Claims Department spoke to Fred’s Auto Service The vehicle had a code P This indicates a problem with a gas tank pressure sensor, and a code Pwhich indicates an issue with the transmission Cylinder B As per the repair facility, the transmission had not suffered a complete breakdown APW does not offer replacement for a part if there is a gradual reduction in performance, as per Paragraph of the Warranty contract Paragraph states: This is a limited warranty During the specified term, if any of the specified components incurs a mechanical breakdown brought about by operation of the vehicle or ordinary wear and tear, APW will repair or replace the covered component with parts of like quality At APW’s discretion these parts may be recycled, exchanged, used, or rebuiltAPW shall not be liable for failure to match exactly the type of replacement part(s) NOTE: Contract holder has the option to pay for a new or rebuilt part(s) during the claim period EXAMPLE: In the event the contract holder’s vehicle has a failure or breakdown with a covered component; if the vehicle has 120,miles on the odometer, APW may replace the covered part with another recycled or used 120,000-mile part comparableNote: All 3-month and/or 6-month contracts with failed engines or transmissions will only be given an allowance for a used engine or transmissionA Mechanical Breakdown means the inability of any covered component(s) to perform the function(s) for which it’s designed due to defects in material or workmanshipThe manufacturer has established tolerances for the purposes of defining failure and serviceability When specifications exceed these manufacturers these manufacturer’s tolerances a failure or mechanical breakdown will be considered to occur Mechanical breakdown does not include the gradual reduction in operating performance where a failure has occurredB APW may make a reasonable allowance toward the repair C Labor costs are limited to the current Chilton flat rate labor guide at rates within accepted industry standards D Deductable: the undersigned shall be responsible for $deductable of first $500, $deductable for $and over This is per each covered component per each breakdown The components in question are not covered under Paragraph of the warranty Paragraph states: Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals 12/29/– Claims Department spoke with The Customer and assured him that the estimate was in the evaluation stage 2/11/– Claims Department spoke with The Customer, regarding the claim denial letter he had received He stated that if he cannot have his vehicle repaired, he would like to have his policy terminated, and requested a refund The customer was informed that there is a policy in place regarding procedures for a refund, which includes prorating the refund, a cancellation fee, and the fact that APW only provides refunds through the selling dealership This is established in Paragraph of the warranty contract This only happens if the vehicle is repossessed or deemed a total loss Paragraph states: Cancellation Should be vehicle be repossessed or deemed a total loss, APW shall provide a prorated refund to the named dealer The refund shall be based on the greater elapsed time or mileage from the contract sale date or mileage minus and claims less a $fee Unless specified differently under individual state requirements The Customer then stated that he gave incorrect mileage at the time of filing the claim He then stated that the current mileage was actually 180,miles He insisted that with this mileage he had reached the required mileage limits Again due to the initial mileage of the contract (180271) he had only reached miles This is still miles short of the mile requirement Due to The customer stating one mileage, then another in an effort to have his claim approved, there is reason to believe that there was conscious misrepresentation regarding this claim This is a violation as per Paragraph of the service contract Paragraph says: Contract term This contract begins on the contract sale date and contract sale mileage ends when vehicle reaches: a The sum of the contract sale date plus contract term date or the sum of the contract sale mileage plus contract term mileage whichever comes first b Contract automatically terminates if vehicle is on consignment or is no longer in personal use c Contract automatically terminates with a discovery of any misrepresentation on this contract or any claim during the contract periodd Contract must be sold at time of vehicle sale and delivery Any contract sold after the sale date will be automatically subject to a 1,mile exclusion period during which APW shall not be liable for repairs3/1/– Claims Department spoke with The Customer who stated that he is waiting for his refund He inquired as to when he would receive it Claims Department informed The Customer that due to the warranty contract, the only way he would be receiving a refund would be with approval from the Underwriting Department as an exception under Paragraph of the warranty contract Paragraph states: Waiver a If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureb In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contract The customer was informed that if approved, or when more information was available he would be contacted At this time, the Claims Department has filed another Form in an effort to have funds released to this customer There were no promises made as to whether or not it would be approved Any and all exceptions made are due to the loss ratio in the region at the time that the forms are filed Claims Department has made attempts, however due to this claim having multiple reasons for denial; the underwriting department is giving a bit of resistance For more specific information regarding your claim request or any questions you may have, feel free to contact the Claims Department at(855) 999- It is the dispute resolution panels’ responsibility to act on behalf of Automotive Performance Warranty International to ensure that the company pays for legitimate mechanical breakdowns (see paragraph 1, A) as well as protect the company from fraudulent claimsAt this time, the dispute resolution panel has decided to support the claims departments request to deny your claimIf you feel that this decision was made in error and should be amended, please refer under terms and conditions toParagraph MANDATORY BINDING ARBITRATION CLAUSEPlease read section A and section B Carefully Please see also,Paragraph MANDITORY BINDING ARBITRATION CLAUSE: READ CAREFULLY A BY SIGNING THIS WARRANTY AGREEMENT YOU HEREBY AGREE TO RESOLVE ANY AND ALL CLAIMS AND/OR DISPUTES ARISING FROM OR OTHERWISE CONCERNING THIS WARRANTY AGREEMENT, INCLUDING WHETHER SUCH DISPUTE OR CLAIM IS ARBITRABLE, BY SUBMISSION OF SUCH CLAIM OR DISPUTE TO MANDATORY BINDING ARBITRATIONB The arbitration proceedings discussed in subparagraph (A) above shall be venued in Wilmington, Delaware and shall be conducted under the Commercial Arbitration Rules of the American Arbitration Rules of the American Arbitration Association in effect at the time a demand for arbitration of the rules was made A decision and awarded of the arbitrator made under the said rules shall be exclusive, final and binding on both parties and their heirs, executors, administrators, successors, and assigns The cost and expense of the arbitration shall be borne evenly by parties Each party shall bear the costs of its own legal representation Choice of law All terms and conditions of this contract shall be interpreted under the laws of the State of Delaware, with regard to any principles of conflicts of lawTo the full extent permissible by law each paragraph of the Arbitration Clause and the agreement as a whole shall be interpreted so as to be effective and valid If any provision is held to be prohibited, invalid, or unenforceable however, such provision shall be ineffective only to the extent of such prohibition, invalidity, or unenforceability without invalidation any other provision or paragraph of the Agreement and without invalidating the agreement as a whole Sincerely, [redacted] [redacted] ***
[redacted] January 4, Revdex.com of Delaware Attn: Complaints Department [redacted] ** [redacted] Dear Claims Department, This letter is to respond to a complaint issued by Mr[redacted] on December 27, regarding a complaint about coverage for an engine issue The initial claim was reported to the Claims Department of APW International on August 1, at 109,miles This established that the vehicle had been driven only miles from original purchase from the selling dealership The claim in question was originally denied due to being within the mile period where it could be considered a preexisting condition This is standard policy for us, as stated on the front of our service contract which states “Any claim filed within the first miles of the sale of the vehicle may be considered preexisting.” This was signed by the service contract holders, [redacted] and [redacted] *** We at APW made an attempt to have the claim in question approved as an exception under Paragraph 7, titled “waiver clause” under our previous underwriters, Hartford Insurance APW was unable to receive a favorable response prior to changing representatives of our underwriting department The company currently in use by APW is Evanston Insurance Company, which is backed by Markel Corp This substitution was necessary at that time due to the previous company no longer accepting coverage for companies handling vehicle warranty service contracts All claims were grandfathered over to the new company Due to the initial losses that were experienced by APW International, our new underwriters were more resistant to approving exceptions based on Paragraph “waiver clause” on the back of our contract Although there have been multiple attempts at gaining approval from the underwriting department, the APW Claims Department will once again be filing a Form with the Underwriting Department with a request for leniency in this matter If approved, a reasonable allowance will be made toward this claim It is the sincere hope of APW International that this matter can be resolved to The Customer’s satisfaction, however we are unable to guarantee an exception if we are unable to obtain approval from our Underwriters Sincerely, Claims Department, APW International [redacted] ***
Dear Complaint Department, This letter is in regard to a concern that was issued against APW International by Mr [redacted] on 05/08/and was assigned and ID of [redacted] Mr [redacted] was informed, in regard to his Nissan Maxima (contract # 191054), that due to prior claims being opened and those repairs to the vehicle being completed, that he had nearly reached his limits of liability for the contract which originated as a $1500.00, and currently had approximately $left availableHowever, Mr [redacted] was notified that APW would speak with the company’s underwriters to file a Form under Paragraph in the contract to attempt to get an extended allowance authorized, or a blanket endorsement, in order to allow more funds to be disbursed towards his third and final claim, or to have the ABS Control Module, that the vehicle was diagnosed as needing, to be replaced and paid forThe module unit is estimated at a minimum cost of $Paragraph 5: Limits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contract.Maximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,Paragraph 7: Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the future.In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe APW Operations Manager has since, communicated via telephone with Mr [redacted] and has alleviated any issues or concerns that Mr [redacted] had, prior to this concern being publishedMr [redacted] is now appreciative of the efforts being made and it is our opinion that the matter has been handled appropriatelyWe ask that this comment be updated as per your standard proceduresPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] NWest StSuite 1400, Brandywine Building, Wilmington, DE
December 22, [redacted] * [redacted] [redacted] ** [redacted] Dear Complaint Department, This letter is to respond to a complaint issued by MrJ [redacted] on December 16, regarding a complaint about coverage for a transmission issue Our underwriters have decided not to allow his request for a new transmission per our policies as outlined in our contract A copy of our contract is enclosed for your reference The initial claim was reported to us on June 20, at 130,miles which was 12,miles and months from original purchase from dealership Mr [redacted] ’s contact was valid until he reached 133,or August 4, – whichever came first Our qualified repair facility checked the vehicle and recommended a transmission fluid change because they thought it would resolve the issues and this repair were authorized At that time, the shop advised Mr [redacted] to return with vehicle if he was still having issues with transmission Prior to the issues reported in June he drove an estimated 1,per month If Mr [redacted] continued to drive the vehicle in the same manner, we estimate that he would have reached miles within the contract period and not the months as he stated in his complaint Mr [redacted] did not adhere to the contact he signed with the limits on mileage and dates clearly listed Also, at no time did Mr [redacted] contact us to discuss any issues or concerns in the months following the transmission fluid change APW make decisions based on the advice of our qualified repair shops and the decision to do a transmission fluid change instead of an entirely new transmission is standard practice for most repair shops and based on a cost saving initiative by our organization We are unable to extend Mr [redacted] ’s contract or authorize a new transmission on an issue reported several months after the end of a contract This decision is based on the terms listed on the back of our contract, specifically Paragraph regarding contract terms Additionally, we do not provide refunds to customers on contacts per Paragraph which states that refunds are only issued if vehicle deemed total loss or repossessed and the prorated payout would be to the dealership that sold the contract It is our opinion that the matter was handled appropriately on our end and that Mr [redacted] had ample time to report any ongoing issues prior to the end of contract with additional concerns We ask that this comment be removed or updated as per your standard procedures since we believe it to harmful to our reputation Please contact us with any additional questionsSincerely,Claims Department,APW International [redacted] *** [redacted] ***
This letter is to respond to a complaint issued by Mr [redacted] on June 6,regarding a refund requestOur underwriters have decided to allow his request for a refund despite our policies as outlined in our contractA copy of our contract is enclosed for your reference.The initial claim was reported to us only miles after purchase from dealershipPer the front of the contract that the customer signed, any claim filed within the first miles may be considered preexisting wh ich would exclude it from being covered by the warranty Additionally, per paragraph 7, refunds are typically on issued to the dealership that that the vehicle was purchased from minus the $feeHowever, there was a delayed exception to these policies in the case of Mr [redacted] by our current underwritersWe are issuing a $refund of the contract valued at $directly to the customer per his requestWe have removed the customary $fee from the amount being refunded.While we approved this claim on our end in August, we required approval for an exception from our insurance company's underwritersAlthough several exception requests were submitted to our previous underwriters, Hartford Insurance, in most cases we were unable to receive a response prior to switching out underwriting company to Evanston Insurance Company, who is backed by the Markel CorpThis switchover was necessary at that time due to prior company no longer accepting coverage for warranty vehicle service contract companiesAll claims were grandfathered over to the new company and due to the initial losses our new underwriters were more resistant to approving exceptions per Paragraph for the waiver clause on the back of our contractThis resistance caused a longer delay than we originally anticipated Unfortunately, Mr [redacted] 's claim fell into this period and it took longer than the week it typically took with our prior company to get the approval.Please understand that this type of delay is not typical for usAll claims occurring between July and August, resulted in delays for underwriter approval of exceptions to our contract termsIt was difficult for us to justify these many of these claims to the new company and it took a lot of deliberations and patience on our end but Iam happy to say that were successful in getting most exceptions grantedWe apologize for not communicating these delays to the customer so that their expectations on when payments would be received met the adjusted timeline.Sincerely,Claims Department, APW International [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have since been contacted by apw with a promise of a $check to be sent to my home to cover the lowest priced part (their words to me in that conversation) not $like was stated in their replyit has been a little over a week now and I still haven't received the checki would just like a refund for my lexus rxjeep cherokee and the $will do for my nissan maximato wipe my hands with this company
In reference to this complaint automotive performance warranty was called by the finance company and instructed not to send out any money on this claimWe were called directly by American finance in reference to this customer and asked the details of the claimIn which we informed the finance company that the customer violated paragraph title claim procedure which constituted cancellation of the contractThe customer was informed that the inspector found a cracked hole in the blockThat does not happen unless there is some sort of abuse or improper repair performed on the vehicleAutomotive performance warranty they'd contact our underwriters to see if there was anything that we could do other are paragraph waiver clause to help the customer due to the fact that he is an Outright auto sales customer and that this is an American finance dealWhich they been granted us an $allowance towards the purchase of the engineOur claims department also got increased an additional $After speaking to [redacted] and the concerned parties at American finance we are waiting on a decision on which is the next step through the finance company [redacted] c [redacted]
APW was initially contacted by Mr [redacted] on 1/13/to make a claim The contract was originally provided to him on august 20th by the selling dealer Payless auto sales in Millsboro DE He informed APW that he could not afford to pay the diagnostics fees at that time, so he decided to wait until 1/26/to go to a shop for diagnostics He then went for diagnostics at Tony Hudsons garage APW has agreed to pay for everything that is covered under the contract This includes the radiator and water pump as well as thermostat There were never any claims or implications made by APW regarding this warranty being bumper to bumper The customer was misinformed by the selling dealer Also, customer must read and understand all terms and conditions of the contract at the time of delivery of the vehicle They were misguided, and did not understand what was on the contract APW even supplied the parts for the mechanic to fix the vehicle, and they were sent to the repair facility that APW referred them to APW works diligently with the clients in an effort to fulfill all obligations as per our contractsThe dealership where the client purchased the vehicle and warranty is currently under new management or closed at this time The previous management may or may not have misguided the client, however the obligations of APW are clearly written into the contract There are items not covered by the comprehensive warranty offered by APW, and it is the obligation of the client to cover those costs APW informs the clients that they are not required or mandated to fix the uncovered components at that time or with our authorized repair facilities That is clearly stated under our terms and conditions of paragraph section C Titled Undersigned cooperationOn 1/13/a representative from the claims department first explained the terms and conditions of the contract to the client’s caregiver (***) She stated that she understood at that current time On 2/8/the clients caregiver called again, and was once again explained what is covered under the warranty She was directed to read the contracts terms and conditions including those on the reverse side It was explained that anything that is not eligible for coverage is listed under examples of paragraph 2, which states that “there are items and services which are but not limited to ” which gives a detailed breakdown of non-covered components There were several items on the back of her contract that are or should be replaced at this timeOn 2/25/the client spoke with a representative from APW who explained exactly what the total bill came to, and which components would be paid by APW as well as the fact that the components that are not covered and are the client’s responsibility He expressed that he understood, and was satisfied with that arrangement The shop was also contacted and a representative from APW thoroughly went over what is and is not covered by the warranty in an effort to avoid any misunderstandingOn 2/29/Laurie called again She was informed that the mechanic had possession of the parts that were covered components, and had been authorized to do the necessary repairs for covered components She became belligerent about the fact that she had a balance of $for non-covered components She stated that APW should cover all parts of the vehicle including, but not limited to hoses, intake air tubes, and all labor costs She stated that he should not be responsible for anything more than $140, which would be the diagnostics and towing fees, however he should also be reimbursed for the towing feesNeither Mr [redacted] , nor his employee, Laurie have sent APW any statements or receipts regarding towing If they were to submit this information, APW would reimburse them up to $for the tow as per the contractThe clients caregiver was angry that APW will be covering $for labor, as well as the parts which totaled nearly $360, and not the total bill, disregarding the fact that $was the total for APW’s payout She also complained as to the length of time it has taken to repair the vehicle It was explained to her that APW has been ready to cover everything stated in the contract The delay is due to the clients caregiver continuing to refuse to pay his share of the costs as per the contract that was provided by APWThe water pump, radiator, and thermostat were all covered by APW, as well as payment for the labor on all covered components Tony Hudson agreed to reduce the price of the water pump to $instead of the $on the original estimate
The $payment in question was requested in September from out bank and sent to the complainant and cleared our account on October 11, per our bank records Additional details are included in the attached letter
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, unfortunately I was never made a aware that a claim had to be filed in order to recover the money spent on radiator which was replaced.When ever I called APW my message was given to a person by the name of ** who said he was working with his underwriters to get me the money to pay for replacement of new radiatorHe never informed of filing claim at all
Regards,
Attached is the cancellation
and claim denial letterAs stated on the back of the signed contract and also
this document the customer violated "Claims Procedure" under Terms
and Conditions in Paragraph which states the “customer must call APW to be
directed to one of our authorized repair
centers”Also APW attempted to return
the repair shops phone call multiple times who previously called on the
customers behalfThe calls were being transferred and no one would pick up
there for APW would have to leave a message for a call backAfter APW finally
got into contact with the repair shop, APW received the estimate from the
repair facilityAfter reviewing the estimate the only covered component(s)
listed were the Upper Control ArmOther parts listed were wiper blades, axel
barring seal, break shoe kit, snap ring, and other non covered itemsThese are
all considered maintenance issuesThe customer states there is a $2,
bill the repair facility listed as covered components but on the estimate APW
received it doesn't show or state a price of total repairsAttached will also
be the estimate APW received from the repair facility
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have since been contacted by apw with a promise of a $check to be sent to my home to cover the lowest priced part (their words to me in that conversation) not $like was stated in their replyit has been a little over a week now and I still haven't received the checki would just like a refund for my lexus rxjeep cherokee and the $will do for my nissan maximato wipe my hands with this company
Please forgive us in our delay in responseWe received the paper work from the customer, once we had all required documentation we had to mail it to the Under Writing Department based on paragraph of our waiver clauseWe have been in contact with the customer and we assured him that will reimburse him due to the negligence of the message center's server being down or deemed in operable for several daysThe Under Writing Department received it and are mailing the reimbursement check to the customer
Dear [redacted] The customer contacted the claims departmentOur Claims specialist spoke with the customer and explained that there is a problem in terms of coverage with the transfer case being crackedThis is after a previous claim being paid out already on the same contractThe claims department informed the customer that underwriting usually denies those claims due to the fact that someone almost always has hit something and therefore is not covered under our warrantyThe claims apartment also informed the customer that we are exercising paragraph of our waiver clause to help them through the claim procedure as a courtesy due to our relationship with Major Motors, the dealer from which he purchased the vehicleCustomer was informed the courtesy was granted, however it being a courtesy, may take a whileWe then submitted a Form to the underwriters to ask for courtesy in extending the limits of liability for the contract seeing as how the replacement unit was almost $while still being done as a courtesyThe claims department farther explained the limits of liability and that the underwriters would calculate what the remainder of the limits of liability after purchase of the replacement unit and customer’s deductible Limits on liability A The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2, The customer was informed that the Claims Department is working with the underwriters to possibly provide another courtesy to reimburse $for the total that was paid in labor and installation of the transfer case totaling This is the balance remaining in regard to the limit of the policy after the customer’s deductible of $The oversight on the customers $was due to an authorization number and release code missing from the file and also the fact that courtesies are more susceptible to this mishap being that they are although important, not priority in comparison with other claims that APW is legally and financially responsible, and because of this are kept separate However, as of June 27th 2017, a WSFS check ending in 5556, sent in the amount of $was cashed by the customerWe hope that this is helpful in your determinations in this matterPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted]
[redacted] This is being written in response to a complaint # [redacted] that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states proper claim procedures (paragraph 4) of any vehicle under our warrantyParagraph Claim Procedure: In the event of a mechanical breakdown use all reasonable means to prevent further damage by operationPhone [redacted] you will be directed to one of our authorized repair centers for an estimateCalls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm FridayA twenty-four hour answering service will provide instructions when the office is closedAfter receiving the estimate you may opt to take the vehicle to the repair facility of your choiceDo not agree to any repairs until you or the repair facility has received and authorization number from APWContact us and provide the nature of the breakdown parts and labor estimateWe will then issue an authorization number for the covered repairThis authorization number must appear on the invoice(s) you submit to us along with Facility name, address, and phone number Your name, address and phone number Vehicle year, make, model, VIN number and current mileage Breakdown of repair – parts and labor No claim will be honored without an authorization number All repairs or diagnostics must be performed by an ASE certified shop with Federal Tax ID number and shop must be fully assured and bondedNote: APW reserves the right to inspect all vehicles prior to the repairFailure to follow claim procedure for the purpose of estimating and/or mileage tracking may, or will result in cancellation of contract by APWBefore contacting APW as standard procedure, the customer took their vehicle to a Pep Boys located in Newark DE to have a diagnostic performedThe customer then contacted our Claims Department to open a claim for coverageThe customer already had an estimate that was summated to the Claims Department from Pep Boys, and after review of the claim, the claim was denied and the contract was cancelled based on the violation of Paragraph The refund that this customer speaks of was requested, however, deemed undeserved and non-existent due to their documented and clear agreement to the terms of the APW contractOur records show that we attempted numerous times to contact the customer in regard to the claim denial, contract cancellation, and refusal of requested refundMethods of contact which include telephone calls, text messages, and a typed letter sent via certified mail We apologize for any inconvenience caused by this misunderstandingPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] ***
Attached is the cancellation and claim denial letterAs stated on the back of the signed contract and also this document the customer violated "Claims Procedure" under Terms and Conditions in Paragraph which states the “customer must call APW to be directed to one of our authorized repair centers”Also APW attempted to return the repair shops phone call multiple times who previously called on the customers behalfThe calls were being transferred and no one would pick up there for APW would have to leave a message for a call backAfter APW finally got into contact with the repair shop, APW received the estimate from the repair facilityAfter reviewing the estimate the only covered component(s) listed were the Upper Control ArmOther parts listed were wiper blades, axel barring seal, break shoe kit, snap ring, and other non covered itemsThese are all considered maintenance issuesThe customer states there is a $2, bill the repair facility listed as covered components but on the estimate APW received it doesn't show or state a price of total repairsAttached will also be the estimate APW received from the repair facility
This is being written in response to a complaint # [redacted] that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states proper claim procedures (paragraph 4) of any vehicle under our warrantyParagraph Claim Procedure: In the event of a mechanical breakdown use all reasonable means to prevent further damage by operationPhone [redacted] you will be directed to one of our authorized repair centers for an estimateCalls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm FridayA twenty-four hour answering service will provide instructions when the office is closedAfter receiving the estimate you may opt to take the vehicle to the repair facility of your choiceDo not agree to any repairs until you or the repair facility has received and authorization number from APWContact us and provide the nature of the breakdown parts and labor estimateWe will then issue an authorization number for the covered repairThis authorization number must appear on the invoice(s) you submit to us along with Facility name, address, and phone number Your name, address and phone number Vehicle year, make, model, VIN number and current mileage Breakdown of repair – parts and labor No claim will be honored without an authorization number All repairs or diagnostics must be performed by an ASE certified shop with Federal Tax ID number and shop must be fully assured and bondedNote: APW reserves the right to inspect all vehicles prior to the repairFailure to follow claim procedure for the purpose of estimating and/or mileage tracking may, or will result in cancellation of contract by APWBefore contacting APW as standard procedure, the customer took their vehicle to Newport Auto, as referred to by the DMV, to have a diagnostic performedThe customer then contacted our Claims Department to open a claim for coverageWe then informed the customer, of the parameters of the contract and of the violation thereofOut of courtesy, we did not deny or cancel the contract and instead made sure it was understood an authorized repair facility was requiredParagraph Waiver: If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureIn the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractIt was found that the claim made was not a covered component under the contractWe then received a call stating that the customer’s battery would not stay charged and that the thought was that it was the alternatorBecause of this the customer was unable to retrieve the mileage that is needed in order to open up a claimSo under paragraph 7, we extended another courtesy and opened the claim anywayIt was found at this diagnostic that it was the ABS module of the vehicle that needed to be replaced and that it was a fire hazardCustomer was then informed that the previous repair facility was not willing to do the further repair due to the fire hazardThe customer was then notified that he needed to have the vehicle towed to the Nissan dealership in order for a diagnostic to be done on the vehicleCustomer was told that a tow to this facility would possibly be reimbursed under paragraph 7, if granted by underwriters Nissan found during their diagnostic that not only was there a hole in the ABS module, but also the gaskets, valve cover, and motor mouth was also in need or being replacedDue to previous repairs already being paid out in claim, the remaining limits of liability were not enough to cover the over $partSo again, we submitted another Form to the underwriters to ask for courtesy in extending the limits of liability for the contractLimits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,After working to get this granted, we then sent three different checks to the customer in the Amount of $(WSFS checking account # *6587)We take accountability in the fact that the third of those checks was later than what was expected, however, we do hold priority to our contract holders that are not being granted numerous courtesies and have do our due diligence in doing soOur Operations Manager personally met with this customer to not only rectify this dissatisfaction, but extend our apologies for any inconvenience by disbursing to him a one-time $checkThe APW Operations Manager has since, communicated via telephone with Mr [redacted] and has alleviated any issues or concerns that Mr [redacted] hadThis is also obvious in the great review that the customer added to Google Maps Reviews since this complaints publication [redacted] review ????? a month ago [redacted] is the man! He delivers Please feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Problem:Was contacted by the company via text around mid may stating I would receive $for repairs to my carThey decided they would send me $checksI've received of them since MayAnd when I called about them the first time I was told every day I should receive a checkNow it is late August and I'm still waiting for $of my payment and I keep leaving messages with an answering service and no one has called me backTranslate Desired Resolution / OutcomeDesired Resolution:Finish the JobselectDesired Outcome:Pay me my money
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThe offer was of no type of repair to be completed by them even though I stated my concerns that the fluid change would not remedy the issue at the timeIt fixed it for roughly thousand miles before it returned and I called them and they said it was to late to do anythingIf I would have taken it back with no shudder at they would have also told me nithing was wrongAll I want them to do is fix the issue for which it was originally brought to them for
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11616451, and find that this resolution is satisfactory to me Regards, [redacted]
Date:August 2, L [redacted] Date of concern: 06/07/Complaint ID Number: [redacted] APW Contract Number: [redacted] Dear Mrs***, Thank you for providing us with the information regarding the complaint filed regarding this Ford Explorer However, APW Int’l had reasons for denying this claim, and cancelling the contract for one, or more of the following reasons that are inBold: Proper claim procedures were not followed (Paragraph4) Repairs requested were not covered components (Paragraph2) Contract expired Due to mileage (Paragraph8) Part did not suffer a complete mechanical breakdown or failure (Paragraph1, SectionA) Failure was a result of improper care of vehicle or improper repairs (Paragraph3), SectionsF, andH) Damage was result of accident, fire, flood, theft, rust or other means (Paragraph3, SectionI) Vehicle was altered without regard to manufacturer suggestions (Paragraph3, SectionJ) Repairs done without a prior authorization and an issuance of an authorization number by APW (Paragraph3), SectionA) Claim was filed within the first miles of the sale of the vehicle which is considered preexisting problem with vehicle (Front of contract) There is misrepresentation of contract information on a claim (Paragraph8, SectionC) 12/15/– The warranty was opened with receipt of payment 12/21/– Claims Department spoke with The Customer, at 2:P.M The customer stated that there was a shaking in the front end, and once brakes are applied there is also a check engine light with a code for a transmission solenoid As Per Paragraph of the warranty contract, Solenoids are not covered On this date the customer stated that his current mileage was: 180, Due to the customer’s initial mileage being it was established that the customer had only driven miles The front of the contract states: “Any claim filed within first miles of the sale of vehicle may be considered preexisting.” The customer was referred to Fred’s Auto Service 12/29/– Claims Department spoke to Fred’s Auto Service The vehicle had a code P This indicates a problem with a gas tank pressure sensor, and a code Pwhich indicates an issue with the transmission Cylinder B As per the repair facility, the transmission had not suffered a complete breakdown APW does not offer replacement for a part if there is a gradual reduction in performance, as per Paragraph of the Warranty contract Paragraph states: This is a limited warranty During the specified term, if any of the specified components incurs a mechanical breakdown brought about by operation of the vehicle or ordinary wear and tear, APW will repair or replace the covered component with parts of like quality At APW’s discretion these parts may be recycled, exchanged, used, or rebuiltAPW shall not be liable for failure to match exactly the type of replacement part(s) NOTE: Contract holder has the option to pay for a new or rebuilt part(s) during the claim period EXAMPLE: In the event the contract holder’s vehicle has a failure or breakdown with a covered component; if the vehicle has 120,miles on the odometer, APW may replace the covered part with another recycled or used 120,000-mile part comparableNote: All 3-month and/or 6-month contracts with failed engines or transmissions will only be given an allowance for a used engine or transmissionA Mechanical Breakdown means the inability of any covered component(s) to perform the function(s) for which it’s designed due to defects in material or workmanshipThe manufacturer has established tolerances for the purposes of defining failure and serviceability When specifications exceed these manufacturers these manufacturer’s tolerances a failure or mechanical breakdown will be considered to occur Mechanical breakdown does not include the gradual reduction in operating performance where a failure has occurredB APW may make a reasonable allowance toward the repair C Labor costs are limited to the current Chilton flat rate labor guide at rates within accepted industry standards D Deductable: the undersigned shall be responsible for $deductable of first $500, $deductable for $and over This is per each covered component per each breakdown The components in question are not covered under Paragraph of the warranty Paragraph states: Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals 12/29/– Claims Department spoke with The Customer and assured him that the estimate was in the evaluation stage 2/11/– Claims Department spoke with The Customer, regarding the claim denial letter he had received He stated that if he cannot have his vehicle repaired, he would like to have his policy terminated, and requested a refund The customer was informed that there is a policy in place regarding procedures for a refund, which includes prorating the refund, a cancellation fee, and the fact that APW only provides refunds through the selling dealership This is established in Paragraph of the warranty contract This only happens if the vehicle is repossessed or deemed a total loss Paragraph states: Cancellation Should be vehicle be repossessed or deemed a total loss, APW shall provide a prorated refund to the named dealer The refund shall be based on the greater elapsed time or mileage from the contract sale date or mileage minus and claims less a $fee Unless specified differently under individual state requirements The Customer then stated that he gave incorrect mileage at the time of filing the claim He then stated that the current mileage was actually 180,miles He insisted that with this mileage he had reached the required mileage limits Again due to the initial mileage of the contract (180271) he had only reached miles This is still miles short of the mile requirement Due to The customer stating one mileage, then another in an effort to have his claim approved, there is reason to believe that there was conscious misrepresentation regarding this claim This is a violation as per Paragraph of the service contract Paragraph says: Contract term This contract begins on the contract sale date and contract sale mileage ends when vehicle reaches: a The sum of the contract sale date plus contract term date or the sum of the contract sale mileage plus contract term mileage whichever comes first b Contract automatically terminates if vehicle is on consignment or is no longer in personal use c Contract automatically terminates with a discovery of any misrepresentation on this contract or any claim during the contract periodd Contract must be sold at time of vehicle sale and delivery Any contract sold after the sale date will be automatically subject to a 1,mile exclusion period during which APW shall not be liable for repairs3/1/– Claims Department spoke with The Customer who stated that he is waiting for his refund He inquired as to when he would receive it Claims Department informed The Customer that due to the warranty contract, the only way he would be receiving a refund would be with approval from the Underwriting Department as an exception under Paragraph of the warranty contract Paragraph states: Waiver a If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureb In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contract The customer was informed that if approved, or when more information was available he would be contacted At this time, the Claims Department has filed another Form in an effort to have funds released to this customer There were no promises made as to whether or not it would be approved Any and all exceptions made are due to the loss ratio in the region at the time that the forms are filed Claims Department has made attempts, however due to this claim having multiple reasons for denial; the underwriting department is giving a bit of resistance For more specific information regarding your claim request or any questions you may have, feel free to contact the Claims Department at(855) 999- It is the dispute resolution panels’ responsibility to act on behalf of Automotive Performance Warranty International to ensure that the company pays for legitimate mechanical breakdowns (see paragraph 1, A) as well as protect the company from fraudulent claimsAt this time, the dispute resolution panel has decided to support the claims departments request to deny your claimIf you feel that this decision was made in error and should be amended, please refer under terms and conditions toParagraph MANDATORY BINDING ARBITRATION CLAUSEPlease read section A and section B Carefully Please see also,Paragraph MANDITORY BINDING ARBITRATION CLAUSE: READ CAREFULLY A BY SIGNING THIS WARRANTY AGREEMENT YOU HEREBY AGREE TO RESOLVE ANY AND ALL CLAIMS AND/OR DISPUTES ARISING FROM OR OTHERWISE CONCERNING THIS WARRANTY AGREEMENT, INCLUDING WHETHER SUCH DISPUTE OR CLAIM IS ARBITRABLE, BY SUBMISSION OF SUCH CLAIM OR DISPUTE TO MANDATORY BINDING ARBITRATIONB The arbitration proceedings discussed in subparagraph (A) above shall be venued in Wilmington, Delaware and shall be conducted under the Commercial Arbitration Rules of the American Arbitration Rules of the American Arbitration Association in effect at the time a demand for arbitration of the rules was made A decision and awarded of the arbitrator made under the said rules shall be exclusive, final and binding on both parties and their heirs, executors, administrators, successors, and assigns The cost and expense of the arbitration shall be borne evenly by parties Each party shall bear the costs of its own legal representation Choice of law All terms and conditions of this contract shall be interpreted under the laws of the State of Delaware, with regard to any principles of conflicts of lawTo the full extent permissible by law each paragraph of the Arbitration Clause and the agreement as a whole shall be interpreted so as to be effective and valid If any provision is held to be prohibited, invalid, or unenforceable however, such provision shall be ineffective only to the extent of such prohibition, invalidity, or unenforceability without invalidation any other provision or paragraph of the Agreement and without invalidating the agreement as a whole Sincerely, [redacted] [redacted] ***
[redacted] January 4, Revdex.com of Delaware Attn: Complaints Department [redacted] ** [redacted] Dear Claims Department, This letter is to respond to a complaint issued by Mr[redacted] on December 27, regarding a complaint about coverage for an engine issue The initial claim was reported to the Claims Department of APW International on August 1, at 109,miles This established that the vehicle had been driven only miles from original purchase from the selling dealership The claim in question was originally denied due to being within the mile period where it could be considered a preexisting condition This is standard policy for us, as stated on the front of our service contract which states “Any claim filed within the first miles of the sale of the vehicle may be considered preexisting.” This was signed by the service contract holders, [redacted] and [redacted] *** We at APW made an attempt to have the claim in question approved as an exception under Paragraph 7, titled “waiver clause” under our previous underwriters, Hartford Insurance APW was unable to receive a favorable response prior to changing representatives of our underwriting department The company currently in use by APW is Evanston Insurance Company, which is backed by Markel Corp This substitution was necessary at that time due to the previous company no longer accepting coverage for companies handling vehicle warranty service contracts All claims were grandfathered over to the new company Due to the initial losses that were experienced by APW International, our new underwriters were more resistant to approving exceptions based on Paragraph “waiver clause” on the back of our contract Although there have been multiple attempts at gaining approval from the underwriting department, the APW Claims Department will once again be filing a Form with the Underwriting Department with a request for leniency in this matter If approved, a reasonable allowance will be made toward this claim It is the sincere hope of APW International that this matter can be resolved to The Customer’s satisfaction, however we are unable to guarantee an exception if we are unable to obtain approval from our Underwriters Sincerely, Claims Department, APW International [redacted] ***
Dear Complaint Department, This letter is in regard to a concern that was issued against APW International by Mr [redacted] on 05/08/and was assigned and ID of [redacted] Mr [redacted] was informed, in regard to his Nissan Maxima (contract # 191054), that due to prior claims being opened and those repairs to the vehicle being completed, that he had nearly reached his limits of liability for the contract which originated as a $1500.00, and currently had approximately $left availableHowever, Mr [redacted] was notified that APW would speak with the company’s underwriters to file a Form under Paragraph in the contract to attempt to get an extended allowance authorized, or a blanket endorsement, in order to allow more funds to be disbursed towards his third and final claim, or to have the ABS Control Module, that the vehicle was diagnosed as needing, to be replaced and paid forThe module unit is estimated at a minimum cost of $Paragraph 5: Limits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contract.Maximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,Paragraph 7: Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the future.In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe APW Operations Manager has since, communicated via telephone with Mr [redacted] and has alleviated any issues or concerns that Mr [redacted] had, prior to this concern being publishedMr [redacted] is now appreciative of the efforts being made and it is our opinion that the matter has been handled appropriatelyWe ask that this comment be updated as per your standard proceduresPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International [redacted] NWest StSuite 1400, Brandywine Building, Wilmington, DE
December 22, [redacted] * [redacted] [redacted] ** [redacted] Dear Complaint Department, This letter is to respond to a complaint issued by MrJ [redacted] on December 16, regarding a complaint about coverage for a transmission issue Our underwriters have decided not to allow his request for a new transmission per our policies as outlined in our contract A copy of our contract is enclosed for your reference The initial claim was reported to us on June 20, at 130,miles which was 12,miles and months from original purchase from dealership Mr [redacted] ’s contact was valid until he reached 133,or August 4, – whichever came first Our qualified repair facility checked the vehicle and recommended a transmission fluid change because they thought it would resolve the issues and this repair were authorized At that time, the shop advised Mr [redacted] to return with vehicle if he was still having issues with transmission Prior to the issues reported in June he drove an estimated 1,per month If Mr [redacted] continued to drive the vehicle in the same manner, we estimate that he would have reached miles within the contract period and not the months as he stated in his complaint Mr [redacted] did not adhere to the contact he signed with the limits on mileage and dates clearly listed Also, at no time did Mr [redacted] contact us to discuss any issues or concerns in the months following the transmission fluid change APW make decisions based on the advice of our qualified repair shops and the decision to do a transmission fluid change instead of an entirely new transmission is standard practice for most repair shops and based on a cost saving initiative by our organization We are unable to extend Mr [redacted] ’s contract or authorize a new transmission on an issue reported several months after the end of a contract This decision is based on the terms listed on the back of our contract, specifically Paragraph regarding contract terms Additionally, we do not provide refunds to customers on contacts per Paragraph which states that refunds are only issued if vehicle deemed total loss or repossessed and the prorated payout would be to the dealership that sold the contract It is our opinion that the matter was handled appropriately on our end and that Mr [redacted] had ample time to report any ongoing issues prior to the end of contract with additional concerns We ask that this comment be removed or updated as per your standard procedures since we believe it to harmful to our reputation Please contact us with any additional questionsSincerely,Claims Department,APW International [redacted] *** [redacted] ***
This letter is to respond to a complaint issued by Mr [redacted] on June 6,regarding a refund requestOur underwriters have decided to allow his request for a refund despite our policies as outlined in our contractA copy of our contract is enclosed for your reference.The initial claim was reported to us only miles after purchase from dealershipPer the front of the contract that the customer signed, any claim filed within the first miles may be considered preexisting wh ich would exclude it from being covered by the warranty Additionally, per paragraph 7, refunds are typically on issued to the dealership that that the vehicle was purchased from minus the $feeHowever, there was a delayed exception to these policies in the case of Mr [redacted] by our current underwritersWe are issuing a $refund of the contract valued at $directly to the customer per his requestWe have removed the customary $fee from the amount being refunded.While we approved this claim on our end in August, we required approval for an exception from our insurance company's underwritersAlthough several exception requests were submitted to our previous underwriters, Hartford Insurance, in most cases we were unable to receive a response prior to switching out underwriting company to Evanston Insurance Company, who is backed by the Markel CorpThis switchover was necessary at that time due to prior company no longer accepting coverage for warranty vehicle service contract companiesAll claims were grandfathered over to the new company and due to the initial losses our new underwriters were more resistant to approving exceptions per Paragraph for the waiver clause on the back of our contractThis resistance caused a longer delay than we originally anticipated Unfortunately, Mr [redacted] 's claim fell into this period and it took longer than the week it typically took with our prior company to get the approval.Please understand that this type of delay is not typical for usAll claims occurring between July and August, resulted in delays for underwriter approval of exceptions to our contract termsIt was difficult for us to justify these many of these claims to the new company and it took a lot of deliberations and patience on our end but Iam happy to say that were successful in getting most exceptions grantedWe apologize for not communicating these delays to the customer so that their expectations on when payments would be received met the adjusted timeline.Sincerely,Claims Department, APW International [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have since been contacted by apw with a promise of a $check to be sent to my home to cover the lowest priced part (their words to me in that conversation) not $like was stated in their replyit has been a little over a week now and I still haven't received the checki would just like a refund for my lexus rxjeep cherokee and the $will do for my nissan maximato wipe my hands with this company
In reference to this complaint automotive performance warranty was called by the finance company and instructed not to send out any money on this claimWe were called directly by American finance in reference to this customer and asked the details of the claimIn which we informed the finance company that the customer violated paragraph title claim procedure which constituted cancellation of the contractThe customer was informed that the inspector found a cracked hole in the blockThat does not happen unless there is some sort of abuse or improper repair performed on the vehicleAutomotive performance warranty they'd contact our underwriters to see if there was anything that we could do other are paragraph waiver clause to help the customer due to the fact that he is an Outright auto sales customer and that this is an American finance dealWhich they been granted us an $allowance towards the purchase of the engineOur claims department also got increased an additional $After speaking to [redacted] and the concerned parties at American finance we are waiting on a decision on which is the next step through the finance company [redacted] c [redacted]
APW was initially contacted by Mr [redacted] on 1/13/to make a claim The contract was originally provided to him on august 20th by the selling dealer Payless auto sales in Millsboro DE He informed APW that he could not afford to pay the diagnostics fees at that time, so he decided to wait until 1/26/to go to a shop for diagnostics He then went for diagnostics at Tony Hudsons garage APW has agreed to pay for everything that is covered under the contract This includes the radiator and water pump as well as thermostat There were never any claims or implications made by APW regarding this warranty being bumper to bumper The customer was misinformed by the selling dealer Also, customer must read and understand all terms and conditions of the contract at the time of delivery of the vehicle They were misguided, and did not understand what was on the contract APW even supplied the parts for the mechanic to fix the vehicle, and they were sent to the repair facility that APW referred them to APW works diligently with the clients in an effort to fulfill all obligations as per our contractsThe dealership where the client purchased the vehicle and warranty is currently under new management or closed at this time The previous management may or may not have misguided the client, however the obligations of APW are clearly written into the contract There are items not covered by the comprehensive warranty offered by APW, and it is the obligation of the client to cover those costs APW informs the clients that they are not required or mandated to fix the uncovered components at that time or with our authorized repair facilities That is clearly stated under our terms and conditions of paragraph section C Titled Undersigned cooperationOn 1/13/a representative from the claims department first explained the terms and conditions of the contract to the client’s caregiver (***) She stated that she understood at that current time On 2/8/the clients caregiver called again, and was once again explained what is covered under the warranty She was directed to read the contracts terms and conditions including those on the reverse side It was explained that anything that is not eligible for coverage is listed under examples of paragraph 2, which states that “there are items and services which are but not limited to ” which gives a detailed breakdown of non-covered components There were several items on the back of her contract that are or should be replaced at this timeOn 2/25/the client spoke with a representative from APW who explained exactly what the total bill came to, and which components would be paid by APW as well as the fact that the components that are not covered and are the client’s responsibility He expressed that he understood, and was satisfied with that arrangement The shop was also contacted and a representative from APW thoroughly went over what is and is not covered by the warranty in an effort to avoid any misunderstandingOn 2/29/Laurie called again She was informed that the mechanic had possession of the parts that were covered components, and had been authorized to do the necessary repairs for covered components She became belligerent about the fact that she had a balance of $for non-covered components She stated that APW should cover all parts of the vehicle including, but not limited to hoses, intake air tubes, and all labor costs She stated that he should not be responsible for anything more than $140, which would be the diagnostics and towing fees, however he should also be reimbursed for the towing feesNeither Mr [redacted] , nor his employee, Laurie have sent APW any statements or receipts regarding towing If they were to submit this information, APW would reimburse them up to $for the tow as per the contractThe clients caregiver was angry that APW will be covering $for labor, as well as the parts which totaled nearly $360, and not the total bill, disregarding the fact that $was the total for APW’s payout She also complained as to the length of time it has taken to repair the vehicle It was explained to her that APW has been ready to cover everything stated in the contract The delay is due to the clients caregiver continuing to refuse to pay his share of the costs as per the contract that was provided by APWThe water pump, radiator, and thermostat were all covered by APW, as well as payment for the labor on all covered components Tony Hudson agreed to reduce the price of the water pump to $instead of the $on the original estimate
The $payment in question was requested in September from out bank and sent to the complainant and cleared our account on October 11, per our bank records Additional details are included in the attached letter
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, unfortunately I was never made a aware that a claim had to be filed in order to recover the money spent on radiator which was replaced.When ever I called APW my message was given to a person by the name of ** who said he was working with his underwriters to get me the money to pay for replacement of new radiatorHe never informed of filing claim at all
Regards,
Attached is the cancellation
and claim denial letterAs stated on the back of the signed contract and also
this document the customer violated "Claims Procedure" under Terms
and Conditions in Paragraph which states the “customer must call APW to be
directed to one of our authorized repair
centers”Also APW attempted to return
the repair shops phone call multiple times who previously called on the
customers behalfThe calls were being transferred and no one would pick up
there for APW would have to leave a message for a call backAfter APW finally
got into contact with the repair shop, APW received the estimate from the
repair facilityAfter reviewing the estimate the only covered component(s)
listed were the Upper Control ArmOther parts listed were wiper blades, axel
barring seal, break shoe kit, snap ring, and other non covered itemsThese are
all considered maintenance issuesThe customer states there is a $2,
bill the repair facility listed as covered components but on the estimate APW
received it doesn't show or state a price of total repairsAttached will also
be the estimate APW received from the repair facility
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have since been contacted by apw with a promise of a $check to be sent to my home to cover the lowest priced part (their words to me in that conversation) not $like was stated in their replyit has been a little over a week now and I still haven't received the checki would just like a refund for my lexus rxjeep cherokee and the $will do for my nissan maximato wipe my hands with this company