Plaza Restaurant

We are in receipt of the complaint your office received regarding the claim denial under warranty number [redacted] Upon review of the claim information submitted, we determined the damage does not qualify for coverage under the terms of the product warranty Based on the information provided, the customer is not experiencing a rip/tear The leather is separating at the seams This may be a manufacture defect and cannot be prevented by the application of the protection Since the photos provided substantiate the fact that the damage is not the result of a covered item, we cannot be held liable Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to We regret that the customer is unhappy with our decision but we remain confident it is accurate and in compliance with the terms of the warrantyWhile we are sympathetic to our customer, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business We appreciate this customers’ past patronage, and regret that we were unable to pay his claim in this instance Respectfully Yours, Liz [redacted] Claims Mangers

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

We are in receipt of this consumer’s complaint and have conducted a thorough review This customer purchased a model year vehicle in Based on the terms of the warranty, this vehicle would be considered a pre-driven vehicle The repair limitations on a pre-driven vehicle include repair remedies such as professional detailing, buffing, polishing, and wet sanding for factory painted surfaces, as well as cleaning, re-dying and repair for interior surfaces These warranty terms are included on the warranty the customer was issued At this time the customer is requesting replacement of parts on her vehicle We are unable to proceed further with replacement of the damaged areas as the warranty does not provide coverage for replacement based on the terms of the pre-driven vehicle protection warranty Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to Since the damage exceeds the terms of the warranty, we cannot provide compensation for replacement parts on this claimWe regret that the customer is unhappy with our decision but we remain confident that it is accurate and in compliance with the terms of the warranty ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business We appreciate our customer’s patronage, and regret we were unable to assist further in this instance We appreciate the opportunity to explain the circumstances leading to the claim dispute If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Respectfully Yours, [redacted] Claims Manager

March 11, 2016We are in receipt of the complaint your office received from the above referenced customer regarding the claim denial under the Protector warranty I have pulled the customers file and conducted a thorough review According to the information and documents received, the consumer submitted a claim to our office under the Protector Corrosion Perforation Protection Warranty on February 28, There are several things that we request from a customer when they file a claim with our office so we may fully review the nature of the claim and make a decision on the authorization or denial of the claim Two of these required items are color photos of the damage, and an itemized estimate to repair the damage Upon further review of the photos and estimate the customer submitted, we were able to make the determination that the rust damage on the vehicle was old rust damage The photos submitted substantiate the fact that the damage was present far beyond the day time period required to submit a claim Below please find an excerpt from the warranty the customer has in their possession: BFailure of the customer to regularly inspect the vehicle in order to be able to file his claim within sixty (60) days following the occurrence of covered damage will relieve manufacturer of all legal responsibilities under this warrantyPlease note item (B) whereby it states all damage must be reported within days of occurrence Since this damage was not reported within the specified timeline, we the manufacturer under this warranty are relieved of any legal responsibility to remit payment or authorize repairs for this claim This information is clearly stated on the customer’s warrantyOn March 8, we sent a letter to the claimant via email advising the claim was being denied due to the fact that it is beyond the terms of the warranty Since the photos provided substantiate the rust has been present beyond days, we cannot be held liable Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to Since the damage exceeds the terms of the warranty, we cannot provide compensation for this claimIn closing, the damage on the customer’s vehicle was not reported within the day time period required under the warranty and we cannot offer any compensation on this claim While we are sympathetic to the customer, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty [redacted] Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business We appreciate the customers past patronage, and regret that we were unable to pay the claim in this instanceRespectfully Yours, [redacted] Claims Manager

ECP Incorporated appreciates the opportunity to respond to Mr [redacted] concerns We aim for complete customer satisfaction in all of our customer interactions, and regret that Mr [redacted] was dissatisfied with the outcome of his claim Mr [redacted] purchased ECP products designed to protect against corrosion perforation when he purchased a new vehicle in January of The corrosion perforation warranty is effective for ten years, and is still in forceECP evaluated information that Mr [redacted] submitted with his claim, including photos of the corrosion damage and an estimate from a repair facility Upon review of the provided claim information we determined the rust damage on the vehicle was a surface rust condition This type of damage is specifically excluded under the terms of the warranty coverage We were thorough in our claims process to ensure that we could honor Mr [redacted] claim if it was at all possible to do so Since the current damage was not rust perforation, regrettably had no alternative but to deny the claim We received a call from Mr [redacted] regarding his concern with our decision to deny his claim At that point we advised we will certainly give him the opportunity to dispute the denial decision if he feels the damage was in fact within the terms of the warranty We requested the customer please provide proof of rust perforation and suggested he do so by probing the area with a paperclip and sending us a photo showing the paperclip through the sheet metal In addition, we advised the dealership what needed to be done to substantiate this rust damage Our warranties are backed by an insurance company that requires full compliance of the terms and conditions We must be able to substantiate damage prior to authorizing a claim To date, we have not received this proof of rust perforation We requested this information be submitted to our office within days or the claim would be closed Probing the sheet metal would not invalidate the warranty coverage as this is what we were advising needed to be done to confirm the rust perforation damage At this time we are requesting this proof of rust perforation to further evaluate the claim If this information is not received within the next days the claim file will be closed We are happy to assist further in this instance Please advise if there are any other questions or concerns we can address Sincerely, Liz [redacted] Claims Manager

Complaint: [redacted] I am rejecting this response because this has not been resolved yetI am waiting to hear back from them as they are working towards a resolution we discussedI will be happy to accept their response and close this complaint as resolved when it is in fact resolved completely Sincerely, [redacted]

We are in receipt of the complaint regarding the interior claim for Mr [redacted] Our products were designed to protect the interior surfaces of treated vehicles against permanent stains resulting from a minor cuts, or mishaps occurring by children or pets They were not intended to protect against catastrophic events such as the one described by the claimant However, in the interest of consumer satisfaction, and as an upstanding company that stands behind its products, ECP is choosing to authorize the covered repairs to this vehicle The customer has been sent correspondence regarding this authorization via email We appreciate the opportunity to review this claimIf you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Thank you, [redacted] Claims Manager

Complaint: [redacted] I am rejecting this response because: none of the referenced warranty material is ever offered to the purchasers of this said warrantyHad we seen this upon shopping to purchase a preowned vehicle it would have drastically impacted our decision and we would not have spend the money on a plan with such notable limitationsWhile I am aware, now, of these limitations I still suggest that this protection warranty is sold without listing these limitations for the buyer to read through before purchaseAs I stated, there is no documentation stating these discrepancies leading a buyer to purchase the warranties under pretenses.Unfortunately, this claim remains unresolved Sincerely, [redacted]

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

Complaint: ***
I am rejecting this response because: the company continues to play word gamesThere is no difference between the seams coming apart and tearing apartThe door panel is tearing away from the doorThe warranty is supposed to cover all of these issuesThe written material guarantees it and in the state of Virginia a verbal contract is legal and bindingThe representative who sold us the warranty indicated that any interior problems such as the ones we are currently experiencing are covered
Sincerely,
Shawn ***

We are in receipt of the complaint regarding Mr*** claim and have honored his request Sincerely, Claims Manager

We are in receipt of the correspondence your office received regarding the denial under the Protector warranty I have pulled the claimants file and conducted a thorough reviewUpon review of the claim information submitted were able to make the determination that the claimed damage on the
vehicle was old. Below please find the Vehicle Owner’s Duties included in the Protector warranty: VEHICLE OWNER’S DUTIES: Failure of the customer to regularly inspect the vehicle in order to be able to file a claim within sixty (60) days following the occurrence of covered damage will relieve manufacturer of all legal responsibilities under this warranty. Please note the warranty states all damage must be reported within days of occurrence. Since this damage was not reported within the specified timeline, we were unable to provide coverage for the claim. A denial letter was sent to the claimant advising the claim was being denied due to the fact that it is beyond the terms of the warranty. Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to. Since the damage exceeds the terms of the warranty, we cannot provide compensation for this claim We regret the claimant is unhappy with our decision but we remain confident that it is accurate and in compliance with the terms of the warranty. We appreciate the opportunity to explain the circumstances leading to this claim denial. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time. Respectfully Yours, *** ***Claims Manager

June 7, RE: Case # *** We are in receipt of the complaint your office received regarding the claim under The Protector warranty *** ***. I have pulled the customer’s file and conducted a thorough review. We received the claim information
from the customer on January 4, On January 7, we sent the claim information to a mobile interior technician to clean ink stains and repair tears on the front passenger and driver arm rest. On March 3, the customer spoke to the claims representative and advised them the stains and damage remainWe requested additional photos of the damage. We received the photos the same day On March 4, we sent correspondence to the customer informing them the repair remedies exceed the repair limitations of their Pre-Driven warranty. We also informed them ink stains are limited to a cleaning or dying of the fabric, leather, and/or vinyl surfaces March 7, the customer left a voicemail for the claims manager. The claims manager tried calling back but got a busy signalShe tried calling more time with the same result March 8, the customer left another voicemail for the claims managerThe claims manger tried calling the customer three times. The first two times the calls went to a busy signal, the third call rang three times and went into a voicemail. The claims manager was unable to leave a voicemail as the mail box was full March 28, the claims manager received an email from the customer regarding the damage that remains. The claims manager responded to the customer on March 29, advising the customer of the pre-driven coverage This customer’s warranty falls under the Pre-Driven coverage The eligibility for pre-driven coverage is any vehicle older than current plus five model years old from the date of application. The customer’s vehicle is a and the warranty products were applied in Below please find the Repair Limitations as stated in The Protector warranty: In closing, we are unable to proceed further with replacement of the damaged areas as the warranty does not provide coverage for replacement based on the terms of the pre-driven vehicle protection warrantyOur warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to. Since the damage exceeds the terms of the warranty, we cannot provide further compensation for this claimWe regret that the customer is unhappy with our decision but we remain confident that it is accurate and in compliance with the terms of the warranty ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay. Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business. We appreciate our customer’s past patronage, and regret we were unable to assist further in this instance We appreciate the opportunity to explain the circumstances leading to the claim dispute. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Respectfully Yours, *** *** Assistant Claims Manager

We are in receipt of the information this claimant provided to you regarding the claim denial under *** *** warranty MG ***. I have pulled the customer’s file and conducted a thorough review. This corrosion claim was originally submitted in September of
2015. At that time, the vehicle was inspected by a third-party adjuster. Upon receipt of the inspection report, we determined the rust damage on the vehicle was an old rust condition. The adjuster indicated the rust damage to be “long term rust”. In addition, upon review of the photos and estimate the customer submitted, we were able further substantiate that the rust damage on the vehicle was old rust damage. The photos submitted illustrate the damage was present beyond the 60-day time period required to submit a claim. In addition, the damage on the vehicle was so severe that based on the estimate the customer submitted from *** *** ***, some of the panels required replacement. Below please find the Vehicle Owner Requirements included in the *** *** warranty: VEHICLE OWNER REQUIREMENTS: BVehicle owner must report any rust or paint damage within days following the occurrence of any damage covered by this warranty by contacting ECP Incorporated as directed in the claim procedure outlined. Failure to report damage within days following occurrence will relieve manufacturer of all legal responsibility under warranty Please note item (B) whereby it states that all damage must be reported within days of occurrence. Since this damage was not reported within the specified timeline, we the manufacturer under this warranty were relieved of any legal responsibility to remit payment or authorize repairs for this claim. The customer filed another claim for this same damage in November of which was again denied for being an old rust condition. Unfortunately, we cannot be held liable for rust that continues to deteriorate through the years. We appreciate the opportunity to explain the circumstances leading to the claim denial. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Respectfully Yours, Liz *** Claims Manager

We are in receipt of the correspondence sent. Contact has been made with this customer to further adjudicate the claim. We have advised we will send an inspector out to evaluate the newly claimed areas, as well as re-evaluate the previously denied areasOnce in receipt of the new claim
information, the adjuster will be sent outPlease advise if there are any questions or concernsThank you, Liz *** Claims Manager

We are in receipt of the additional correspondence the customer has providedUnfortunately the seam separation that is occurring in this vehicle is not covered under warranty. The product applied to the vehicle cannot prevent this type of damagePlease be advised as stated in the “Repair Obligations” section of the warranty, “ECP SHALL HAVE NO FURTHER LIABILITY OR OBLIGATION OF ANY NATURE WHATSOEVER ARISING OUT OF YOUR EXPRESS LIMITED WARRANTY, INCLUDING BUT NOT LIMITED TO LIABILITY OR OBLIGATION FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. ANY IMPLIED WARRANTIES ACCOMPANYING THE SALE OF ECP APPLICATION ARE LIMITED IN DURATION TO THE DURATION OF YOUR EXPRESS WARRANTY” We are obligated to adjudicate claims based on the terms of the written limited warrantyWe do apologize but we cannot assist in this instanceThank you, Liz *** Claims Manager

August 16, RE: Case # We are in receipt of the correspondence your office received regarding the complaint under the Protector warranty. We have been in contact with the customer directly and have addressed their concerns. Respectfully
Yours, Jennifer *** Assistant Claims Manager

While we are sympathetic to Mr***, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty. Certainly we would like to assist if at all possible. In an effort to do so we will need the proof of rust perforation as requested to substantiate the damage. Once in receipt we will adjudicate the claim accordingly. ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay. Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business. We are looking forward to assisting Mr*** once we are in receipt of the additional information requestedThank you, Liz ***Claims Manager

We are in receipt of the additional correspondence from this customerPlease be advised the warranty specially states all claims must be filed within sixty days of damage occurrence to be eligible for coverage. This verbiage can be found on the warranty in the “VEHICLE OWNER’S DUTIES” sectionIn an effort to further assist this customer, we have contacted her twice via phone to discuss this claim with her and left messages for return calls. In addition, we have sent her correspondence via email. Once we are in receipt of the additional information we have requested, we can proceed with assisting the customer in this instanceWe thank you for the opportunity to assist this customer. If anything further is needed, please do not hesitate in contacting usSincerely, *** ***Claims Manager

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