National Power Savings

This reply is in regards to the wrong complaint number My number is [redacted] The reply had a different complaint ID # My complaint was in regards to National Power Savings and them not honoring the rebate on the contract for solar panels V/R [redacted]

This reply is in regards to the wrong complaint number My number is *** The reply had a different complaint ID # My complaint was in regards to National Power Savings and them not honoring the rebate on the contract for solar panels V/R*** ***
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August 11, 2017[redacted]Revdex.comPh: (602) 212-2207Fax: (602) 263-0997Re: Complaint No. [redacted]To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. [redacted] has verified our customer did...

obtain a $500 loan for the ignition switch repair, however, [redacted], our customer’s Vehicle Service Contract provider, made an exception to cover the cost of the repair. [redacted] spoke with our customer and she has advised us she has an outstanding loan with her bank. As of August 10, 2017, our customer is 24 days past due for $312.32. As a gesture of **odwill, we will provide our customer with a 13-day per diem credit of $10.24 per day for the time the vehicle was in the repair facility; a credit of $133.17. This credit be applied towards the past due balance. We welcome our customer to contact our Customer Relations department, at (800) 965-8043, so we may discuss setting payment arrangements on the account until she is outside of her hardship. Below is a detailed elaboration of the events which have transpired.On January 9, 2016, our customer entered into a Retail Installment Contract and Security Agreement when she purchased a 2009 [redacted]s from [redacted] (**) is the servicer of our customer’s loan. At the time of sale, our customer elected to purchase a 3-year / 36,000-mile [redacted] Vehicle Service Contract ([redacted]), administered by [redacted]. Attached is the Contract and [redacted] for your reference.** offers a variety of loan modifications, to our customers, such as due date and frequency changes and payment deferments/extensions. Prior to submitting for a deferment for review, ** wants to ensure our customers’ success in maintaining the loan after the deferral period. For this reason, our customers must be out of their hardship and satisfy the subsequent payments. If our customers are not eligible for deferments, ** has the ability to set payment arrangements. These arrangements are agreed upon dates where our customer makes a payment, of any amount, on a date alternative to the scheduled due dates. As all loan modifications are subject to review, there is no guarantee they will be approved.Below is our customer’s recent repair history with [redacted]:• On July 10, 2017, a claim was initiated by an in-network repair facility (INRF) for an ignition switch. The repairs were not authorized as the ignition switch is a non-covered component under the terms of the Vehicle Service Contract ([redacted]).  After our customer inquired, [redacted] further advised our customer the ignition module is covered under the [redacted]; however, the ignition switch is a different component and is non-covered. Our customer advised [redacted] she would take the vehicle to a second repair facility for another diagnostic and inquired about rental assistance. [redacted] advised her that any authorization for rental reimbursement would be dependent on having approved repairs. • On July 18, 2017, a second INRF initiated a claim for the ignition switch. The repairs were not authorized as the ignition switch is a non-covered component under the terms of the [redacted].• On July 25, 2017, [redacted] contacted our customer to discuss the repairs needed on the vehicle.She informed them additional repairs were needed but have not been reported to [redacted]. They offered to have [redacted] reach out to the repair facility and obtain this new information. Once a completed estimate is available, [redacted] would review for possible assistance. Furthermore, our customer did advise [redacted] of the loan she received from her bank, for the non-covered repairs. [redacted] inquired if the repairs were to be covered, would she be able to return those funds and rescind her agreement with her bank. Our customer advised she would be able to do so.• On July 31, 2017, the INRF initiated a claim for the front motor mount, transmission mount, and engine diagnostic fee. Per the terms of the [redacted] provided authorization for the front motor mount, transmission mount, and the engine diagnostic fee. With covered repairs, our customer was responsible for a $100 deductible to be paid to the repair facility. Additionally, as a gesture of **odwill, [redacted] made an exception to cover the ignition switch in full.** spoke with our customer on several occasions in regards to the status of her account. Our initial conversation about deferments was on July 21, 2017, before [redacted] made the exception to cover the ignition switch repair. She informed us she received a loan for $500 to cover the cost of the non-covered repairs. We offered to review for a possible deferment upon receipt of documentation showing she is making payments towards the other loan. The decision to offer the deferment was based on our customer’s hardship of having to pay out-of-pocket for non-covered repairs.We spoke with our customer on August 3, 2017 to discuss her concerns with the denied deferment. She explained she paid a $100 diagnostic fee to the first INRF and utilized a portion of the $500 to pay her $100 deductible for the most recent claim. She advised she would be paying the bank back for her portion of the loan she used. ** advised we would not be able to review for a possible deferment as [redacted] covered the non-covered repair on her behalf. We further offered to set payment arrangements for her past due balance. Our customer expressed dissatisfaction and she disconnected the call.Upon receipt of our customer’s recent written correspondence, ** contacted our customer on August 9,2017. She advised us the vehicle’s no start issues was not resolved and was instructed, by the INRF, to replace the battery. We encouraged her to have the INRF initiate a claim if additional repairs are neededand offered to coordinate with [redacted] to review for possible assistance. Subsequently, we iterated thereason why we would not be able to process a deferment at that time and suggested setting payment arrangements with us. Our customer expressed dissatisfaction with our response and the call was ended.We thank you for your on**ing support in allowing us the opportunity to address our customer’s concerns. Should you, or our customer, have any questions, we invite you to contact our Customer Relations department at (800) 965-8043.Sincerely, Carlos S.Customer Relations