Maximus Auto Group

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I have asked either for a replacement on my windshield or to cancel my policy and refund the full amount of the contractThis company would do neitherThis is why I contacted the Revdex.comThey refused to do either one of these thingsI ended the call to them because their only response continues to be, sorry, there is nothing we can doI am currently waiting for another response from this company as [redacted] has told me they are going to work with their representativeI have yet to hear back form him

Please let me know if you need any further information and what we need to do in order to show this complaint as resolved This is the only conversation that our company has had with this customer The customer lost one set of keys prior to calling in the claim I have attached the call when the customer called into our office to place their claim That part of the conversation is around the 5:mark I have also attached a copy of the contract that the customer purchased from the dealer on 5/30/** Per the conditions and terms of the contract, they are to call us to get authorization prior to replacement That is on page two of the adobe attachment under Key Replacement Claims, # If there is anything else I can do, or if we need to further discuss this over the phone let me know Thanks, [redacted]

*** *** ***
The contract holder’s name is *** ***.
He called in to report a claim to his windshield on 8/28/*** The date of loss, in which the customer reported, was 7/15/*** The signed policy specifically states that he is to file any claim within
days of the date of the occurrence notwithstanding any other provision of the agreement. That is written within the contract that he signed. When he called into the office, our claims representative explained the coverage to Mr***. He wasn’t happy with the outcome, so he requested to be sent to cancellations. Our cancellations representative contacted him the following day and explained that he had already filed a claim with the Revdex.com. In this instance there isn’t anything we can further do. This language can be found under the “Claims” section on the lower portion of page 2. Per the dates above the contract holder filed the claim well past days of the date of occurrence.
Below are the notes that are in the system:
(Claims Representative)
Explained to customer damage needs to be reported wit in daysHe was not happy asked about cancelling. I connected over to cancellations
(Cancellation’s Specialist)
Claims Representative transferred the call from husband, *** ***, to me but I was unavailableHe left me a VM msg at 4:pm on 8-and wanted a call back that dayI was meeting with management and did not get a chance to call him until the morning on 8-29-**He was very mad because the claim was denied and mentioned that he had already contacted the Revdex.com and *** corp about how bad Maximus Auto Group wasI apologized to him and ended the call
Let me know if you need anything
Thanks,
*** ***
Operations Manager
Maximus Auto Group
*** *** *** *** *** ***

I’m very familiar with the *** *** complaint. I also feel that he began this complaint prior to myself and him connecting. I feel that our conversation resolved the issue, which was prior to seeing this complaint.
This is a CO policy. These policies are
non-cancellable. I have attached a copy of the policy. The cancellation information is at the top of page 3. I’m also attaching the notes from our system where we have been in touch with him. I did explain that this policy is non-cancellable. However, this is my rendition of the issue:
Once the call got to me, *** stated that he has had several issues with the replacement of his windshield and that he was told by our claims service that since he is out of town, we couldn’t do anything. I explained to him that wasn’t the case. If there is an issue, and the integrity of the windshield is jeopardized, we need to get it fixed. He also mentioned to me that we couldn’t locate a PDR (paint less dent repair) facility close to him. To take on things one at a time, I asked him where he was with the windshield and that we would get someone to inspect it. He let me know that at this point, he had a relationship with a dealer in the area he was located and they had fixed the windshield, temporarily. He also stated that he was comfortable driving back to CO with that current status of his windshield after it had been fixed. “I asked him how could I fixed/resolve the issue?” He said, he wanted to cancel the policy as he has had too many issues with the contract. I told him that it wasn’t cancellable, but I would be more than happy to have it inspected and fixed, or replaced when he gets back home depending on the result of the inspection. I also let him know that we would use another service provider, since he wasn’t happy with the company we chose the first time. That is when he mentioned his relationship with the owner of ***, (a local repair facility in CO). I let him know that I am fine with using them, as we have used them in the past. I then contacted ***, the owner of ***, and asked him to connect with Mr*** once he was back into town. He was fine with that as well. I let Mr*** know that *** is expecting his call. Well, as you can read in the notes, that *** let Mr*** know that he shouldn’t do anything with it, as it is good as it stood. However, if and when it does have any future issues to let us know. Once, I learned of that information I informed Mr*** to please contact me directly on any future issues so that he would have direct contact with managementAlthough he would have to be directed to the claim department to schedule any service, he can use me as the point of contact. He was fine with that and we parted ways.
As far as the PDR claim…He have authorized it, but he lives in an area that doesn’t have any PDR providers. The local one is about minutes away. There is nothing in the contract that states anything about mobile service. He was unwilling to drive to the authorized repair facility to fix his dent. I also asked him that if he found a local facility to let me know and I would hand them over the job order. That is the last call we had and he was fine our decision at the time.
Thanks,
*** ***
Operations Manager
Maximus Auto Group
###-###-#### Ext.***
###-###-#### direct
***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and find that this "resolution" was expected. I was also told by your customer service rep that since I did not replace my windshield within days of the first denial, that no further claims would be covered even if I did replace my windshield. I still find nothing in the exclusions that states that I have to pay to fix the crack before another claim would be considered. I did fix the chip on my own, and it has not run and is not illegal in the state of *** as it does not restrict the drivers vision. The pits do restrict the drivers vision, but I was told that the second claim does not even exist since the windshield was not replaced by me You go by what was said to me, which is just how your company gets by with taking large sums of money and causing customers to spend even more out of pocket. Your biggest "ally" is the days after the event clause. That is how you get to swindle your customers out of thousands of dollars. And if this doesn't work, there is always another excuse.....My contract expires March 17th, so you had $of my money for years without having to pay a dime. Congratulations. For your information, I am replacing my windshield through my own car insurance. It states in the contract that you will send me $when I send in proof. I wonder what your excuse will be to deny that?
Regards,
*** ***

The terms of the policy you purchased state in the exclusion section that we don't cover "any damage that occurs while the listed Vehicle is being operated off paved publicly maintained highways, streets or road". Even though we were not able to cover this most recent claim due to this
exclusion, we are happy to see we have been able to cover four prior claims in the past. We hope you can see the value your policy has provided to you so far. As we stated before, we are happy to continue covering your windshield for future eligible claims through the remainder of your contract once you provide us the requested documentation of your windshield replacement. Please feel free to reach out if you have any questions about this

The terms of the customer’s policy state that all windshield damage must be reported within days. Any damage reported later than days is not covered. The customer did not report the damage to us until after days from when it occurred. While we are not able to
approve the claim, we can provide a $reimbursement to the customer upon receiving proof of payment for replacement of the damaged windshield. Receiving this documentation will also allow us to cover any future claims on the new windshield if those claims abide by the terms of the contract. To be eligible for the $reimbursement, *** *** *** must receive this documentation within days of today’s date

The documentation submitted to MAG for rental car reimbursement indicated that the customer received a “Goodwill Loaner”. We understood this to be that there was no charge to the customer for the loaner vehicle and subsequently, no reimbursement.  After further investigation, we determined that...

the customer was charged $30 per day for the loaner car.  Our policy covers up to a maximum of 3 days of rental car coverage.  We have reimbursed the customer for 3 days of rental car coverage at $30 per day.

the one attached is the signed version, but the language is the same.    
 
Procedures that validate our stance on the claim:
 
1.        Page 2, #1 it reads that all claims must be reported to Administrator as soon as possible and an authorization number must be given prior to replacement. 
2.        Page 2 at the bottom in bold print it states:  FOR CLAIMS SERVICE, YOU MUST CALL (800-801-1342 PRIOR TO REPAIR OR REPLACEMENT. 
 
Cancellation language:
Page 3
The second attachment is the actual cancellation terms, which is the very first sentence on the 3rd page.  You can notice the very bottom of all pages shows the form name and number:  LEFT SIDE:  MAG MPP CO AGW (1/12) which proves the same two forms.  The RIGHT SIDE:  t075_NC….this references the form number and that it is non-cancellable. 
 
[redacted]

Please let me know if you need any further information and what we need to do in order to show this complaint as resolved.  This is the only conversation that our company has had with this customer.  The customer lost one set of keys prior to calling in the claim.  I have attached the...

call when the customer called into our office to place their claim.  That part of the conversation is around the 5:38 mark.  I have also attached a copy of the contract that the customer purchased from the dealer on 5/30/**.   Per the conditions and terms of the contract, they are to call us to get authorization prior to replacement.   That is on page two of the adobe attachment under Key Replacement Claims, #1.  If there is anything else I can do, or if we need to further discuss this over the phone let me know.
 
Thanks,
 
[redacted]

The terms of the contract state that all damage must be reported within 15 days to the administrator.   The original claim was not reported until after 4 months from the time of damage which is why it was denied.  It was explained to you that we could cover future claims if proof of...

windshield replacement to resolve the current damage was provided.    When you called in the second claim and indicated you had not taken care of the original damage, we had to deny the second claim.  In your complaint, you indicated that our contract does not state anything about this.  In the terms of your contract there is an “exclusions” section.  The 3rd exclusion listed states “Windshield replacement necessitated by your failure to take reasonable steps to mitigate your damages included but not limited to your failure to timely repair.”   We apologize for your frustration, but we are obligated to follow the terms of the contract you agreed to when you purchased this policy.  In your complaint you also indicated you felt that you had no future coverage because of this, but to clarify, we can still cover future eligible claims for the remainder of your policy term as long as you provide proof of replacement for the current damaged windshield.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 I have asked either for a replacement on my windshield or to cancel my policy and refund the full amount of the contract. This company would do neither. This is why I contacted the Revdex.com. They refused to do either one of these things. I ended the call to them because their only response continues to be, sorry, there is nothing we can do. I am currently waiting for another response from this company as [redacted] has told me they are going to work with their representative. I have yet to hear back form him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business is not addressing my complaint of not accepting my claim. Are the  saying they will not  recognize the claim?  If so,  I accept that, just
 refund me the cost of the coverage and that would be acceptable.
Also, the attachment is not a copy of the document that I signed.
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Couch is not  addressing my complaint directly.  He chooses just to make statements why they won't recognize my claim.  He also talk about a second attachment that is not even part of the message.   Revdex.com should read these replies before forwarding them on to the consumer.  It seems very strange that MAG doesn't have any complaints.  [redacted]  
Regards,
 
[redacted]