Portfolio

In response to Ms [redacted] , There is no deficiency and her loan was satisfied by her primary insurance settlement Express GAP would have covered a deficiency had there been one Her claim was NOT denied for expiration of the contract as she statedSimply, her insurance company paid off her loan balance at the date of loss There was no deficiency in her loan for GAP to pay If we had processed the claim in at the time of the loss, the outcome would have been the same as it is todayPlease contact us with any further inquiries [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 I have a contract with Express Gap Portfolio the invoice on the check mailed says the customer which is me, is owed $I should receive that amount from Portfolio since that is the name on my contractNot the dealership 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 The business response I received was "Please see the attached response." and there was no attachment included in emailNo other content Regards, [redacted]

This is a summary regarding the complaint made against our company by customer Jennifer [redacted] *** She contacted us via phone on 7/2/to inquire about an approximate $amount she discovered on her credit report that WFDS stated was due to her loan not being paid in fullShe was provided an explanation of the amount waived at the time of the loss which included a condition adjustment amount that was not covered under the GAP contractShe appeared to be unhappy with the explanation and became irateOur contract administrator contacted her and also offered an explanation of how the amount waived was determinedWFDS was notified in August of of the amount that could be waived under the GAP contract She contacted us via email again on 8/12/regarding her complaintWe responded to her email on 8/12/and she was informed that her complaint was being reviewed by managementWe contacted our contract administrator and inquired if an accommodation can be made on this claim to satisfy the customerThe claim was reviewed and an adjustment has been madeThe $balance the customer has with WFDS will be cleared We have requested that Ms [redacted] contact you once she has been informed that here balance with WFDS has been cleared to close the complaint and confirm that she is satisfied with the resolutionIf you require any additional information, please do not hesitate to contact us Thank you, [redacted] Operations Manager

Thank you for your message Please see the attached response to the complaint Feel free to contact me with any further questions [redacted] Dear Ms***,We are writing in response to the Revdex.com Complaint filed against our company by customer [redacted] In her complaint she states that we denied her GAP claim for the expiration of her GAP contractMs [redacted] GAP claim was not deniedPlease see the details of her GAP claim.On 10/7/ [redacted] contacted Portfolio to open a GAP claim for an accident that took place in November of She was given a list of the documents required to process her GAP claimShe was told that her specific contract did not expire and that we would process her claim according to the contract termsThe documents required to process her claim, are the same documents required to process all similar GAP contracts for PortfolioWe explained to her several times throughout the claims process that we understood that it was difficult for her to collect the documents we needed due to it being so many years after the date of the loss, but that we still needed the documents in order to process the claimIt is the responsibility of the customer to collect the required documents and send them to us so that we may send the claim to the underwriting department for review to determine if the claim has an amount payable under the terms of the contractWe had correspondence with Ms [redacted] on 10/7/15, 10/9/15, 10/12/15, 10/15/15, 10/16/15, 10/19/15, 10/23/15, 10/28/15, 11/10/15, 11/16/15, and 11/17/before the claim was sent to the underwriting departmentIn each of these correspondences she was advised of the documents missing to process her claimOur claims administrator made several outbound attempts to call her lender and insurance company to help her obtain the necessary documentation.We received the final document on 11/18/and the claim was sent to the underwriting department for reviewOn 11/18/the underwriters reviewed the GAP claim and determined that the claim was a “No Deficiency"Per the terms of Ms [redacted] 's GAP contract: In the event of a total loss to the covered vehicle, we agree to waive our rights against you for the amount waived under the Financial GAP Program which is equal to the difference between your outstanding balance and the greater of (1) the primary insurance settlement plus any amounts deducted from the settlement for pre-existing damage, or (2) the actual cash value for the a covered vehicle on the date of fossMs [redacted] 's unpaid loan balance at the date of the loss, per her complaint, was $Her insurance company issued a total payment of $18,for the value of her totaled vehicleHer lender was sent a check in the amount of $to pay off the balance of the loan, and Ms [redacted] received a check in the amount of $13,from the insurance companyThere was no “GAP" or deficiency in her loan for Portfolio to assist withOn 11/19/and again on 11/23/Ms [redacted] spoke with members of management at PortfolioThey diligently tried to explain how GAP contracts work, that her claim was not being denied due to the age of the claim, and that we did not know throughout the process of collecting the documents that her claim would result in a "No Deficiency"She continued to state that GAP insurance is to pay her the loan balance at the date of the loss regardless of the insurance settlement amount paying off her balance.Despite the efforts of management, Ms [redacted] would not accept our explanation of what GAP covers, nor was she willing to accept that we processed her claim based of the contract terms she agreed toIt was clear that she was confused about the purpose for GAP insurance and we were not able to Satisfy her request.At this time Portfolio has done its due diligence in processing and adjudicating Ms [redacted] 's GAP claimThere is no new information that would change the outcome of the “No Deficiency" determinationWe are sorry that Ms [redacted] is not satisfied and hope that this clarifies the claim status.Please contact us if you have any additional questions.Sincerely, [redacted]

Per the terms of the contract signed by the customer it states, “This GAP Addendum is between the Customer/Borrower (I, You or Your) and the Dealer/Financial institution (We, Us or Our), or if assigned, with the assigneeAs the previous response stated, Portfolio refunded its portion of the pro-rated amount of the cancellation, which the customer has receivedThis portion is based off administrative fees received from the selling dealershipThe dealership that the customer entered into the agreement with is responsible for the balance

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 warranty company is not taking responsibility for the car being at the shop for almost two months, It is 100% their fault not the service shopIf they would have agreed to pay for a new transmissions the vehicle would have been finished in less then two weeksI have made payments and payed insurance for a car that I have not seen in almost two monthsI want the warranty company to pay for two months of car payments and Insurance Regards, [redacted]

Unfortunately it seems you were unable to open the attachment we sentPlease see the below response that was copied and pasted from the responseJuly 24, Revdex.com Attn: [redacted] Viewridge Ave, # San Diego, CA 92123- RE: Revdex.com Complaint ID # [redacted] , GAP Contract # [redacted] Dear Ms***: This is a summary regarding the complaint made against our company by customer [redacted] She is unsatisfied with the processing time of her GAP claimPer the terms of the contract it states: “You must provide the following to the Express Systems, Inc Program Claims Administrator, A copy of Your Primary Carrier’s settlement showing all additions and deductions for the settlement amount and a copy of Your Primary Carrier’s checkIf You do not have Primary Carrier insurance, a copy of the police theft or accident report that identifies Your Vehicle by its vehicle identification number (VIN) must be submitted; A copy of this GAP Addendum; An entire copy, front and back, of the original Contract; A copy of Your Primary Carrier’s Declaration Page, listing the coverage, deductible and agent’s phone number; The name and address of the Lienholder and Your account number with the Lienholder; The pay-off balance of Your Contract as calculated by the Lienholder at the Date of Loss; A history of Your Contract showing all payments made, late charges and fees; A copy of refund checks and/or authorized cancellation forms confirming the refund amount for any credit insurance, mechanical repair coverage or other similar products that were purchased and included in the financing or lease of the Covered Vehicle(Contact the Dealer that sold You the coverage.); For new Vehicles only, if available, a copy of the window sticker or Vehicle invoice showing the Manufacturer’s Suggested Retail Price(Contact the Dealer that sold or leased You the Vehicle.) Proof of loss must be submitted within ninety (90) days of the date of settlement by your Primary Carrier or Date of Loss, if you do not have Primary Carrier Insurance, but in no event later than one year from the date proof was due as indicated above The claim was opened on 1/15/15; we started to receive some of the required documents starting in April and the remaining documents in July Please see the internally received dates on the attached document checklist The last required document was received on 7/23/and it was sent to Underwriting for review In an effort to satisfy this customer’s request, we expedited the processing of this claimA refund will be sent to the lender on 7/24/ We have requested that Ms [redacted] contact you once her lender receives the GAP payment to close out the complaint and confirm that she is satisfied with the resolutionIf you have questions or need any additional information, please do not hesitate to contact me at [redacted] Thank you, [redacted] Commercentre Dr., # Lake Forest, CA Toll Free [redacted] Fax (480) 897-

Unfortunately it seems you were unable to open the attachment we sentPlease see the below response that was copied and pasted from the response July 24, Revdex.com Attn: [redacted] Viewridge Ave, # San Diego, CA 92123- RE: Revdex.com Complaint ID # [redacted] , GAP Contract # [redacted] Dear Ms***: This is a summary regarding the complaint made against our company by customer [redacted] She is unsatisfied with the processing time of her GAP claimPer the terms of the contract it states: “You must provide the following to the Express Systems, Inc Program Claims Administrator, A copy of Your Primary Carrier’s settlement showing all additions and deductions for the settlement amount and a copy of Your Primary Carrier’s checkIf You do not have Primary Carrier insurance, a copy of the police theft or accident report that identifies Your Vehicle by its vehicle identification number (VIN) must be submitted; A copy of this GAP Addendum; An entire copy, front and back, of the original Contract; A copy of Your Primary Carrier’s Declaration Page, listing the coverage, deductible and agent’s phone number; The name and address of the Lienholder and Your account number with the Lienholder; The pay-off balance of Your Contract as calculated by the Lienholder at the Date of Loss; A history of Your Contract showing all payments made, late charges and fees; A copy of refund checks and/or authorized cancellation forms confirming the refund amount for any credit insurance, mechanical repair coverage or other similar products that were purchased and included in the financing or lease of the Covered Vehicle(Contact the Dealer that sold You the coverage.); For new Vehicles only, if available, a copy of the window sticker or Vehicle invoice showing the Manufacturer’s Suggested Retail Price(Contact the Dealer that sold or leased You the Vehicle.) Proof of loss must be submitted within ninety (90) days of the date of settlement by your Primary Carrier or Date of Loss, if you do not have Primary Carrier Insurance, but in no event later than one year from the date proof was due as indicated above The claim was opened on 1/15/15; we started to receive some of the required documents starting in April and the remaining documents in July Please see the internally received dates on the attached document checklist The last required document was received on 7/23/and it was sent to Underwriting for review In an effort to satisfy this customer’s request, we expedited the processing of this claimA refund will be sent to the lender on 7/24/ We have requested that Ms [redacted] contact you once her lender receives the GAP payment to close out the complaint and confirm that she is satisfied with the resolutionIf you have questions or need any additional information, please do not hesitate to contact me at [redacted] Thank you, [redacted] Commercentre Dr., # Lake Forest, CA Toll Free [redacted] Fax (480) 897-

Attached is our response to Claim # [redacted] , if any additional information is needed we can be reached at [email protected] or 877-705-ext ***

In response to Ms [redacted] ,There is no deficiency and her loan was satisfied by her primary insurance settlement Express GAP would have covered a deficiency had there been one Her claim was NOT denied for expiration of the contract as she statedSimply, her insurance company paid off her loan balance at the date of loss There was no deficiency in her loan for GAP to pay If we had processed the claim in at the time of the loss, the outcome would have been the same as it is today.Please contact us with any further inquiries [redacted]

Please see the AttachedDear Ms [redacted] :This is letter in response to your complaint with the Revdex.comOur records indicate you purchased the Portfolio Extended Service Agreement from [redacted] on August 30th, At the time of sale, the [redacted] had 55, milesThe Hi-Tech coverage was selected for a term of years or 48,miles.On 12/23/15, [redacted] from [redacted] called to report a problem with your vehicleThey reported the left front window regulator needed to be replaced — which is not listed as a covered component on your Portfolio AgreementIn order to provide coverage for a needed repair, the replacement part must be specifically listed on your selected plan.Here is the verbiage from the Agreement:WHAT IS COVERED: Upon payment of the deductible amount per visit selected on the front of this extended Service agreement and before the expiration of this extended service agreement, the Selling Dealer will arrange for payment or make necessary mechanical repairs to the components listed below in the specific plan of coverage Selected, without additional charge to YouReplacement of any part may be made with new parts, remanufactured parts, non-Original manufacturer's parts, or with parts of like kind and quality at the time of breakdownThis Service Agreement covers failure to a covered component resulting from wear and tear.W??? ?S ??? ??V?R?D Any items not listed under the “What Is Covered” section of the specific plan You selected on the front of this Agreement.I have included a coverage listing from page of the Agreement and the exclusions from page 3.The Agreement does not provide "bumper to bumper" coverageIt provides a specific list of all covered items.After you review the attachments, if you have any questions or need any additional information, please do not hesitate to contact me at our Dallas office (800) 335-8769.Sincerely [redacted] Portfolio

Good afternoon,We are responding to the complaint made by Ms [redacted] Please let us know if you need any additional information or have any questions Thank you very much, [redacted] GAP Claims Supervisor

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 [I'm not satisfied with this resolution, because the accident that result into a total loss didn't have from any of the EXCLUSION in section The accident resulting a total loss of the vehicle happened from the frame being torque beyond reasonable repair from the frame dragging through the asphaltThis claim should be paid, immediately]Not satisfied at all, [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 [I'm not satisfied with this resolution, because the accident that result into a total loss didn't have from any of the EXCLUSION in section The accident resulting a total loss of the vehicle happened from the frame being torque beyond reasonable repair from the frame dragging through the asphaltThis claim should be paid, immediately] Not satisfied at all, [redacted] ***

Please update this complaint to be shown as resolved On 5/I was contacted by the company and arrangements were made for the amount owed to me to be released The payment was received on 6/ Thanks, [redacted]

Please see the attachedDear Ms [redacted] , This letter is in response to your complaint with the Revdex.comOur records indicate you purchased the Portfolio Extended Service Agreement from [redacted] t on September 13, At the time of sale, the [redacted] [redacted] had 14,milesThe Exclusionary coverage was selected for a term of years or 75,miles.I reviewed the notes in our system that documented each of your callsI apologize for the difficulty [redacted] encountered while trying to report your claimWe had a very heavy call volume before and after the Labor Day Holiday weekend, but that does not validate the lack of service you received when your car was in need of repairsIt is in our best interest to expedite all phone calls and repairsI will contact you by phone to request the receipts for your repairs and your rental car expensesWe will process all covered repairs and reimburse you as soon as possibleAll claims go to our Dallas office for processingPortfolio [redacted] I can be reached at [redacted] if you have any questions

Please see the attached.Dear Ms [redacted] ,This letter is in response to your complaint with the Revdex.comOur records indicate you purchased the Portfolio Extended Service Agreement from [redacted] t on September 13, At the time of sale, the [redacted] had 14,miles The Exclusionary coverage was selected for a term of years or 75,miles.I reviewed the notes in our system that documented each of your callsI apologize for the difficulty [redacted] encountered while trying to report your claimWe had a very heavy call volume before and after the Labor Day Holiday weekend, but that does not validate the lack of service you received when your car was in need of repairsIt is in our best interest to expedite all phone calls and repairs.I will contact you by phone to request the receipts for your repairs and your rental car expensesWe will process all covered repairs and reimburse you as soon as possible.All claims go to our Dallas office for processing.Portfolio[redacted] ***I can be reached at [redacted] if you have any questions

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.Your company is one of the worst extended warranty companies out there, you should not be in businessThe customer service reps are clueless to any question that I asked them, terrible customer service! After keeping my car in the shop for over two months now you still not doing anything to make this situation better and tell me theres nothing you can doYour explanation of why the car has been in the shop for over two months is inexcusablePurchasing from Portfolio was a huge mistakeVery unproffesional company! [redacted]

This is our second response to a complaint made against our company by customer [redacted] on 5/ 8/with theRevdex.comWe made a call to [redacted] on 6/3/to discuss the details of her claim process and resolve thecomplaintWe reviewed with her the attempts we made on her behalf to have her vehicle reeva luatedWe alsoexplained that before we received the complaint on 5/13/15, we had reached out to the primary insurance companyand the lender several times to obtain the reevaluation paperwork that was needed to process her claimWe issuedpayment on 5/20/to Nissan Motor Acceptance Corpin the amount of $11,We made a second follow up ca llto [redacted] on 6/5/and left a message for her to contact us with any further questionsWe have requested that Ms [redacted] contact you to close the complaint and confirm she is satisfied with the resolution.If you require and additional information, please do not hesitate to contact usThank you, [redacted] GAP Claims Supervisor [redacted]