Portfolio

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 had sent them the window sticker to my car, which states I had a moon roofSo just because it didn't show in the pictures, the window sticker says it does 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 [I'm not satisfied with whoever is the decision maker at Portfolio Co for continuing to not fulfill their obligation to me, their clientIf Portfolio wasn't going to satisfy the claim, why allow almost months to pass to arrive at as such conclusionThis is totally unacceptable from any company that wants longevity in business.] Still not satisfied, [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 would like to make corrections to Portfolios previous response1) Claim was opened on 1/05/(I have email proof even though they have removed this info from website claim information) 2) All documents were received by 1/28/with exception of window sticker MSRP invoice and settlement check copy (both not available through Dealer, Finance Co or Auto Insurance) Copy of check became available at later date and window sticker MSRP invoice information was finally retreived via an alternate document source (which was not given as an option until July 2015) 3) 2/2015-7/I made multiple attempts to verify that all docs were received by PortfolioThis was almost impossible as the Dealer, Finance Co and Auto Insurance would say that they sent the docs via fax as requested and Portfolio would deny receiptI started asking for the docs to be sent directly to me so I could have an email trail4) Website claim information was not updated with docs received back in January until 4/16/and posted as received on 4/16/I have email proof that the website claim date information is incorrect as some of the documents were emailed 5) It seemed that once the requested docs finally posted then there was additional documentation requested that were not originally requested and prolonged the process 6) I checked the website claim information and can now see that Portfolio is stating "A check is being issued for $and will be mailed to Kia Motors Finance in approximately 7-business daysA detailed breakdown has been sent to both them & to the customer." I have not yet received the detailed breakdown that they speak of but I hardly think that the cost of the insurance and the month fight to get the claim payed was worth $I have not been able to verify that this covers the "gap" that was $last time I checkedSo it would seem that this company tries to stretch out the payment of claims to the "one year" time limit and if you are savvy enough to report them they make statements to cover their shady dealings and then make a payments that do not actually cover your "gap"Once I get the breakdown and verify the payment and balance with my finance company I will update my response Regards, [redacted]

Please see the attached: Dear Mr [redacted] :This is letter in response to your complaint with the Revdex.comOur records indicate youpurchased the Agreement from Premier Auto in [redacted] on January 281h, At the timeof sale, the [redacted] had 78,milesThe Hi-Tech coverage was selected for a term of 3years or 36,miles.I have reviewed the pending claim and your claims historyThe claim in question occurred on 7/30/[redacted] called to report the claim on 8/03/They asked for $2,for repairs to theengine and timing chainThey detailed failures to the Rear Timing Chain, Valves and Rocker ArmsOn 8/04/we referred an Independent Inspector to assess the failures and verify the recommendedrepairsHe inspected the vehicle, called to provide a verbal report and submitted a written report detailinghis findingsHe observed "sludge" in the engine and also noted failures resulting from oil starvationThe following day, on 8/06/15, we requested all maintenance receiptsOn Page of the PortfolioExtended Service Agreement is states: MAINTENANCE RESPONSIBILITIES: If You fail to perform the manufacturer's recommendedmaintenance such as oil changes and other periodic services and Your failure results in abreakdown, this will result in loss of Your protection under this Extended Service Agreement.Maintenance records from the Vehicle sale date supported by receipts indicating dates, mileage andservices performed must be kept by the purchaser or subsequent owner of this Extended ServiceAgreement and made available to the Selling Dealer or repair facility upon requestYou called the Claims Department on 8/12/and advised that you perform many of the oil changesyourselfAs stated above, the receipts and a log sheet must be kept to document the dates, mileage andservices performedThere were no documented maintenance between the previous timing chain repairon 5/15/and the current repair on 7/30/The vehicle has been driven 17,miles since that repairAfter reviewing all of the information from [redacted] and the Independent Inspection report,per the terms of your Portfolio Vehicle Service Agreement, the claim was denied for failures caused by alack of lubricationYou have had previous claims approved and paid by your Portfolio Agreement, including:5/15/- $1,approved at [redacted] for the Timing Chains and Guides.2/18/- $ approved at [redacted] for repairs to the Navigation System.Your claims history lists the (2) repairs that have been deniedThey were both related to the radio andamplifierThe Agreement lists all items which are covered, but it does not include the audio componentsthat were requestedI have included a copy of your Agreement, along with the detailed coverage and provisionsIf you have any questions or need any additional information, pl ease do not hesitate to contact me at ourDallas office [redacted] Sincerely, [redacted] Portfolio Cc: Revdex.com San Diego, Orange & Imperial CountiesAttn: [redacted]

We posted a response on 1/20/with the explanation of the coverageOn 1/24/we received a notice that our response did not satisfy the complaintWe did not receive a specific reason why the explanation did not satisfy the complaintAttached is our original response Please let us know specifically what we can do to help you understand your coverage Thank you

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 There has been no "conviction" of Driving Under the Influence but the insured driver of the vehicleThere hasn't even been a "charge" of DUI There was a police report with an allegation but there has not been a hearing or trial This "decision" seems to have been made a little prematureWe have included the document supplied to the insured driver's lawyer and will have the process completed by himThis will conclude our correspondence directly and all future must be handled through him Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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!
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Please see the attached response to complaint ID# ***. If you have any additional questions, please contact me directly at the number below. Thank you, *** *** ** ***

See Attached response to the complaintDear Ms***:This is a summary regarding the complaint made against our company by customer *** ***He isunsatisfied with the processing results of his GAP claim, as it was denied per the Terms & Conditions ofthe contract
The basis for the denial is stated under EXCLUSIONS on the reverse side of his contract,which state the following:This GAP Addendum does not apply:To any losses resulting from any repairing, restoration, or remodeling process,structural, wear and tear, freezing, mechanical, or electrical breakdown or failureunless fire or other accident ensues, and then only for the loss or damage caused by suchfire or accident.The total loss of Mr***' *** *** *** was due to an axle breaking, upon which hisinsurance company, *** ***, determined the cost to repair it was greater than the vehicle valueAsper the terms above, no accident or fire ensued when the axle snapped.The processing time of business days that our company quotes is an estimated timeframe onlyTheclaims are submitted to the adjusters and then processed in the order they are receivedAdditionally, theadjusters occasionally encounter discrepancies, errors, inconsistencies, and ambiguities that needclarification, upon which additional information must be collected to accurately process the claimMr.***' claim extended beyond the typical business days due to the fact that the adjuster ran intoinaccurate information regarding the vehicle's equipped options and trim levelOur underwriting teammade several attempts to reach out to the primary insurance adjuster for the additional information thatwas needed regarding the vehicle's total loss.After reaching out to Mr***' primary insurance adjuster in regards to the details of the vehicle's totalloss, we stand by our decision to deny the claim based on the fact that the total loss was due to thevehicle experiencing a structural and/or mechanical breakdown with no link to a collision or fire.If you have any questions or need any additional information, please do not hesitate to contact me at*** *** , ext***.Sincerely,*** *** *** ***Portfolio

Dear Ms*** ***,In reference to the response from Portfolio EXPRESS GAP, terms and conditions apply at the contract TIME of PURCHASE and LOSS: Purchase Date: 10-2005 Loss Date: 11-24-2010They have not held to the Contract. Their changes in reference to current day, October 2015, does not apply. My Contract terms did not expire at the time of loss and under the intentions of only covering the vehicle if there was an outstanding amount due after payoff. The *** State Law and current, states: "There is not an expiration to date." Only one state has a expiration cut-off date. The EXPRESS GAP contract is at the TIME OF LOSS, the financial Contract of the vehicle held 72/month expiration. I would also like to include a notation: " Primary Insurance on a new vehicle is mandatory at the FULL COVERAGE" minimum. Therefore, third party coverage was purchased by me to cover any remaining loan amount due at the time of loss. Those were and are the terms of the contract in to present date. If I carry full coverage insurance, then "Why would I pay for GAP insurance?" I wouldn't, but I would purchase "EXPRESS GAP," under the dated terms and conditions at the time of loss. Elapse Time: months, not 84.Sincerely,*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

This is our second response to a complaint made against our company by customer *** *** on 5/ 8/with theRevdex.comWe made a call to *** 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 *** on 6/5/and left a message for her to contact us with any further questions.We have requested that Ms*** 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 us.Thank you,*** ***
GAP Claims Supervisor***

Please see the attached:Dear Mr***:This is letter in response to your complaint with the Revdex.comOur records indicate youpurchased the Agreement from Premier Auto in *** *** on January 281h, At the timeof sale, the *** *** had 78,milesThe Hi-Tech
coverage was selected for a term of 3years or 36,miles.I have reviewed the pending claim and your claims historyThe claim in question occurred on 7/30/15.*** *** *** called to report the claim on 8/03/They asked for $2,for repairs to theengine and timing chainThey detailed failures to the Rear Timing Chain, Valves and Rocker Arms.On 8/04/we referred an Independent Inspector to assess the failures and verify the recommendedrepairsHe inspected the vehicle, called to provide a verbal report and submitted a written report detailinghis findingsHe observed "sludge" in the engine and also noted failures resulting from oil starvation.The following day, on 8/06/15, we requested all maintenance receiptsOn Page of the PortfolioExtended Service Agreement is states:MAINTENANCE RESPONSIBILITIES: If You fail to perform the manufacturer's recommendedmaintenance such as oil changes and other periodic services and Your failure results in abreakdown, this will result in loss of Your protection under this Extended Service Agreement.Maintenance records from the Vehicle sale date supported by receipts indicating dates, mileage andservices performed must be kept by the purchaser or subsequent owner of this Extended ServiceAgreement and made available to the Selling Dealer or repair facility upon request.You called the Claims Department on 8/12/and advised that you perform many of the oil changesyourselfAs stated above, the receipts and a log sheet must be kept to document the dates, mileage andservices performedThere were no documented maintenance between the previous timing chain repairon 5/15/and the current repair on 7/30/The vehicle has been driven 17,miles since that repair.After reviewing all of the information from *** *** *** and the Independent Inspection report,per the terms of your Portfolio Vehicle Service Agreement, the claim was denied for failures caused by alack of lubrication.You have had previous claims approved and paid by your Portfolio Agreement, including:5/15/- $1,approved at *** *** *** for the Timing Chains and Guides.2/18/- $ approved at *** *** *** for repairs to the Navigation System.Your claims history lists the (2) repairs that have been deniedThey were both related to the radio andamplifierThe Agreement lists all items which are covered, but it does not include the audio componentsthat were requested.I have included a copy of your Agreement, along with the detailed coverage and provisions.If you have any questions or need any additional information, pl ease do not hesitate to contact me at ourDallas office *** ***.Sincerely, *** ***PortfolioCc: Revdex.com San Diego, Orange & Imperial CountiesAttn: *** *** *** *** *** *** ** ***

This is a summary regarding a complaint made against our company by customer *** ***She
was unsatisfied with the lack of communication by her GAP claim administrator and with the length of
time the processing of her total loss claim was taking
The processing of
her claim took longer than the business days that we typically quote due to our
underwriter requiring additional information that was contingent on the selling dealership providing this
to usWe made repeated requests to them, to no availWe then made a request to our underwriter to
make an exception and proceed with processing the claim without the additional information required,
which they agreed to doThere appears to have been confusion that hindered Ms***'s
notification that her claim processing was being delayed
After receiving and researching the complaint, I reached out to Ms*** and spoke to her via
telephone on 5/27/I advised her that our company wanted to rectify the situation and confirmed
with her that she paid $2,out-of-pocket to pay off her loanI then received authorization from
higher authority in our company for us to pay this amount to herI called Ms*** again to advise
her that we would issue and mail a check in the amount of $2,directly to her, once she provided us
a copy of a paid in full letter from her lienholderShe agreed and we were able to come to a complaint
resolutionI received the payoff letter via e-mail from her today, 5/27/14, and the check has been
mailed to her
If you have any questions or need any additional information, please do not hesitate to contact me at
(877) 705-4001, ext.***
Sincerely,
*** ***
GAP Claims Supervisor
Portfolio

Please see the attached response.July 24, 2015Revdex.comAttn: C*** ***Viewridge Ave, #200San Diego, CA 92123-1688RE: Revdex.com Complaint ID # *** ***, GAP Contract #***Dear Ms***:This is a summary regarding the complaint made against our
company by customer *** ***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, 1. 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; 2. A copy of this GAP Addendum; 3. An entire copy, front and back, of the original Contract; 4. A copy of Your Primary Carrier’s Declaration Page, listing the coverage, deductible and agent’s phone number; 5. The name and address of the Lienholder and Your account number with the Lienholder; 6. The pay-off balance of Your Contract as calculated by the Lienholder at the Date of Loss; 7. A history of Your Contract showing all payments made, late charges and fees; 8. 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.); 9. 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 7/24/15.We have requested that Ms*** 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 *** ***.Thank you,*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to make corrections to Portfolios previous response.1) Claim was opened on 1/05/(I have email proof even though they have removed this info from website claim information)2) All documents were received by 1/28/with exception of window sticker MSRP invoice and settlement check copy (both not available through Dealer, Finance Co or Auto Insurance) Copy of check became available at later date and window sticker MSRP invoice information was finally retreived via an alternate document source (which was not given as an option until July 2015)3) 2/2015-7/I made multiple attempts to verify that all docs were received by PortfolioThis was almost impossible as the Dealer, Finance Co and Auto Insurance would say that they sent the docs via fax as requested and Portfolio would deny receiptI started asking for the docs to be sent directly to me so I could have an email trail.4) Website claim information was not updated with docs received back in January until 4/16/and posted as received on 4/16/I have email proof that the website claim date information is incorrect as some of the documents were emailed 5) It seemed that once the requested docs finally posted then there was additional documentation requested that were not originally requested and prolonged the process. 6) I checked the website claim information and can now see that Portfolio is stating "A check is being issued for $and will be mailed to Kia Motors Finance in approximately 7-business daysA detailed breakdown has been sent to both them & to the customer."I have not yet received the detailed breakdown that they speak of but I hardly think that the cost of the insurance and the month fight to get the claim payed was worth $I have not been able to verify that this covers the "gap" that was $last time I checkedSo it would seem that this company tries to stretch out the payment of claims to the "one year" time limit and if you are savvy enough to report them they make statements to cover their shady dealings and then make a payments that do not actually cover your "gap"Once I get the breakdown and verify the payment and balance with my finance company I will update my response
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I contacted Portfolioco on 2/16/after I had spoken with *** and they informed me the GAP claim had not been paidI was the one who contacted the insurance company and had them re-revaluate the carI sent Portfolioco an email stating the re-evaluation amount at which no time did I get a response from *** *** or *** *** both of which are useless saying they needed a copy of the check before payment could be madeNeither one them responded to my emailBut that does not excuse the fact that from 2/17/until now that the claim had not been paid and that no one contacted me in any shame, form or fashion to say they were missing documentationNor was they're sorry excuse for a claim website updated with that informationThe only reason the claim has been processed so fast is because I filed a complaint against themIf I hadn't I would still be calling and sending emails to unresponsive so called claim adjuster only to be ignoredI have basically done all the work on this claim myselfSo no, I'm not satisfied and the fact that they're basically lying about what happen only pisses me off

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The customer purchased an Extended Service Agreement from a Dealer in StGeorge,
UT on 3/22/Our records indicate they have filed claims, all at another Repair
Facility in Las Vegas, NVIf a claim totals less than $500.00, the claims adjuster gives
approval immediately
Additional review and approval is needed for all claims that occur
at a Repair Facility that exceed $We make every attempt to obtain approval as
quickly as possible from the time the information and estimate is reported by the Repair
FacilityOnce each repair was approved and completed, we issued payment for all
covered items directly to the Repair Facility
Here are the times and dates for the claims reportedAll times are CST
7/29/11:am Received call from Repair Facility
8/01/4:28pm Repair Facility was contacted with the approval
8/02/1:18pm Payment was made for completed repairs = $1,
8/08/9:46am Received call from Repair Facility
8/08/1:47pm Repair Facility was contacted with the approval
8/09/8:48am Payment was made for completed repairs = $1,
4/09/5:18pm Received call from Repair Facility
4/11/3:42pm Repair Facility was contacted with the approval
4/14/8:40pm Payment was made for completed repairs = $1,
It is not our intent to inconvenience the customer with long approval timesWe make
every attempt to respond as promptly as possible to all consumers
Regards
*** ***
Portfolio