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Reviews Clothing, Boutique Portfolio

Portfolio Reviews (102)

Dear Ms. [redacted],
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:  11-24-2010
They 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 [redacted] State Law 2010 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 72/84 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 2005 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:  60 months, not 84.
Sincerely,
[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.
There has been no "conviction" of Driving Under the Influence but the insured driver of the vehicle. There 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 premature. We have included the document supplied to the insured driver's lawyer and will have the process completed by him. This will conclude our correspondence directly and all future must be handled through him. 
Regards,
[redacted]

This is a summary regarding the complaint made against our company by customer Jennifer [redacted].
She contacted us via phone on 7/2/14 to inquire about an approximate $400 amount she discovered on
her credit report that WFDS stated was due to her loan not being paid in full. She 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 contract. She appeared to be unhappy with the explanation and
became irate. Our contract administrator contacted her and also offered an explanation of how the
amount waived was determined. WFDS was notified in August of 2010 of the amount that could be
waived under the GAP contract.
She contacted us via email again on 8/12/14 regarding her complaint. We responded to her email on
8/12/14 and she was informed that her complaint was being reviewed by management. We contacted
our contract administrator and inquired if an accommodation can be made on this claim to satisfy the
customer. The claim was reviewed and an adjustment has been made. The $480 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 resolution. If
you require any additional information, please do not hesitate to contact us.
Thank you,
[redacted]
Operations Manager

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 roof. So just because it didn't show in the pictures, the window sticker says it does.
Regards,
[redacted]

This letter is in response to your complaint with the Revdex.com. Our records indicate youpurchased the Portfolio Extended Service Agreement from Anaheim Mitsubishi on December 27, 2014.At the time of sale, the 2006 Jeep Commander had 65,285 miles. The Hi-Tech coverage was selected fora...

term of 3 years or 36,000 miles.I reviewed the claims history for your vehicle and showed a previous claim from May 18, 2016 for a starterreplacement that was covered by your Portfolio Service Agreement. We did not have a claim listed foryour inquiry call on December 151h, 2016 for the radiator issue or any indication that a Repair Facilitycalled to report a failure.As you stated in your complaint with the Revdex.com, your main complaint is how the contract is drafted. Weprovide a listing of component "categories" or "groups" to clearly identify the specific parts that arecovered. All of our contracts are submitted for review and approved by the State of Ca liforn ia'sDepartment of Insurance. In order to provide coverage for a needed repair, the replacement part must bespecifically listed on the 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 extendedservice agreement and before the expiration of this extended service agreement, the Selling Dealer will arrange forpayment or make necessary mechanical repairs to the components listed below in the specific plan of coverageselected, without additional charge to You. Replacement of any part may be made with new parts, remanufacturedparts, non-original manufacture~s parts, or with parts of like kind and quality at the time of breakdown. This ServiceAgreement covers failure to a covered component resulting from normal wear and tear.The only specific items listed under the ENGINE COOLING SYSTEM are the fan, fan clutch and the fanmotor.WHAT IS NOT COVEREDAny items not listed under the "What Is Covered" section of the specific plan Youselected on the front of this Agreement.The Agreements lists general exclusions under WHAT IS NOT COVERED, but we do not attempt to listevery item that is excluded. That is why we list each individual component in order to provide coverage.I can be reached at 800-335-8769 if you have any questions.Sincerely,[redacted]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 have a contract with Express Gap Portfolio the invoice on the check mailed says the customer which is me, is owed $556.00 . I should receive that amount from Portfolio since that is the name on my contract. Not the dealership. 
Regards,
[redacted]

This is a summary regarding the complaint made against our company by customer [redacted]. Sheis unsatisfied with the lack of communication by her GAP administrator.
The processing of her claim took longer than the 30 business days that we typically quote due to ourunderwriter...

requiring additional information from the selling dealership and primary insurance carrier. Wemade repeated requests to them, to no avail. After Ms. [redacted] was able to confirm the necessaryinformation, the underwriters were able to process the claim. There appears to have been confusion thathindered Ms. [redacted]'s notification that her claim processing was being delayed.After receiving and researching the complaint, we reached out to Ms. [redacted] via telephone on 7/15/15.I apologized that more follow up did not occur and advised her that our company wanted to rectify thesituation. We confirmed with the lender, Arizona Central Credit Union, that her current loan balance was$923.65. On 7/15/15, a check was issued to the lender.
I have requested that Ms. [redacted] also contact you once her lender receives the GAP payments to closeout the complaint and confirm that she is satisfied with the resolution. If you have any questions or needany additional information, please do not hesitate to contact me at (877) 705-4001 ex [redacted].
Sincerely,
[redacted]GAP Claims SupervisorPortfolio

This is a response in regards to the complaint made by customer [redacted] on 12/9/14 with the Better BusinessBureau. Although, we understand that she is indicating her vehicle was equipped with the moon roof, her primary insurancecarrier did not account for this option. We have made several attempts on her behalf to have her vehicle re-evaluated. In aneffort to reduce any further t ime in pursuing the missed option (moon roof) the claim was processed with the providedinsurance evaluation. We did not penalize Ms. [redacted] for the moon roof unaccounted for by the primary carrier.At this time should the customer dispute the fact that her vehicle was indeed equipped with the moon roof, she will need todiscuss this further with her primary carrier so that they may re-evaluate on their end and issue a possible supplementalpayment.We have requested that Ms. [redacted] contact you once the [redacted] payment is reflected on her account to close thecomplaint and confirm that she is satisfied with the resolution. If you require any additional information, please do nothesitate to contact us.Thank you,[redacted]-[redacted]Operations Manager

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 email. No other content.
Regards,
[redacted]

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.Your company is one of the worst extended warranty companies out there, you should not be in business. The 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 do. Your explanation of why the car has been in the shop for over two months is inexcusable. Purchasing from Portfolio was a huge mistake. Very unproffesional company!  
[redacted]

Please see the AttachedDear Ms. [redacted]:This is letter in response to your complaint with the Revdex.com. Our records indicate you purchased the Portfolio Extended Service Agreement from [redacted] on August 30th, 2015. At the time of sale, the [redacted] had 55,901...

miles. The Hi-Tech coverage was selected for a term of 4 years or 48,000 miles.On 12/23/15, [redacted] from [redacted] called to report a problem with your vehicle. They reported the left front window regulator needed to be replaced — which is not listed as a covered component on your Portfolio Agreement. In 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 You. Replacement 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 breakdown. This Service Agreement covers failure to a covered component resulting from normal 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 2 of the Agreement and the exclusions from page 3.The Agreement does not provide "bumper to bumper" coverage. It 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

Please see the attached:
Dear Mr. [redacted]:This is letter in response to your complaint with the Revdex.com. Our records indicate youpurchased the Agreement from Premier Auto in [redacted] on January 281h, 2014. At the timeof sale, the 2008 [redacted] had...

78,391 miles. The Hi-Tech coverage was selected for a term of 3years or 36,000 miles.I have reviewed the pending claim and your claims history. The claim in question occurred on 7/30/15.[redacted] called to report the claim on 8/03/15. They asked for $2,872.27 for repairs to theengine and timing chain. They detailed failures to the Rear Timing Chain, Valves and Rocker Arms.
On 8/04/15 we referred an Independent Inspector to assess the failures and verify the recommendedrepairs. He inspected the vehicle, called to provide a verbal report and submitted a written report detailinghis findings. He observed "sludge" in the engine and also noted failures resulting from oil starvation.
The following day, on 8/06/15, we requested all maintenance receipts. On Page 3 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 8/12/15 and advised that you perform many of the oil changesyourself. As stated above, the receipts and a log sheet must be kept to document the dates, mileage andservices performed. There were no documented maintenance between the previous timing chain repairon 5/15/14 and the current repair on 7/30/15. The vehicle has been driven 17,014 miles since that repair.
After 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 lubrication.
You have had previous claims approved and paid by your Portfolio Agreement, including:5/15/14 - $1,804.44 approved at [redacted] for the Timing Chains and Guides.2/18/15 - $ 418.84 approved at [redacted] for repairs to the Navigation System.Your claims history lists the (2) repairs that have been denied. They were both related to the radio andamplifier. The 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 [redacted].
Sincerely,
[redacted]
Portfolio
Cc: Revdex.com San Diego, Orange & Imperial CountiesAttn: [redacted]

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 stated. Simply, 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 2010 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]

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 stated. Simply, 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 2010 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]

This is a summary regarding the complaint made against our company by customer [redacted]. Sheis unsatisfied with the lack of communication by her GAP administrator.The processing of her claim took longer than the 30 business days that we typically quote due to ourunderwriter requiring additional...

information from the selling dealership and primary insurance carrier. Wemade repeated requests to them, to no avail. After Ms. [redacted] was able to confirm the necessaryinformation, the underwriters were able to process the claim. There appears to have been confusion thathindered Ms. [redacted]'s notification that her claim processing was being delayed.After receiving and researching the complaint, we reached out to Ms. [redacted] via telephone on 7/15/15.I apologized that more follow up did not occur and advised her that our company wanted to rectify thesituation. We confirmed with the lender, Arizona Central Credit Union, that her current loan balance was$923.65. On 7/15/15, a check was issued to the lender.I have requested that Ms. [redacted] also contact you once her lender receives the GAP payments to closeout the complaint and confirm that she is satisfied with the resolution. If you have any questions or needany additional information, please do not hesitate to contact me at (877) 705-4001 ex [redacted].Sincerely,[redacted]GAP Claims SupervisorPortfolio

The coverage is called "comprehensive" but it doesn't cover any of the supplemental restraint systems (airbags, seat belts, etc)? This seems very unsafe and like a bait and switch.

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 10. The accident resulting a total loss of the vehicle happened from the frame being torque beyond reasonable repair from the frame dragging through the asphalt. This claim should be paid, immediately. ]Not satisfied at all,
[redacted]

This is a summary regarding a complaint made against our company by customer [redacted] on 12/9/14 with theRevdex.com. She put forth a direct complaint to us via phone on 1/6/15 to express her dissatisfaction with thelength of processing her claim. She was provided an explanation...

that her claim was returned from the underwriter on 12/8/14due to a questionable missed option, for a moon room, by her insurance provider. Ms. [redacted] reiterated that there wasa moon roof on her vehicle. She appeared to be unhappy with the explanation as she was previously told by her administrator,upon receipt of the final document in early December 2014, that we received all the required documents and it was sent to ourunderwriter for processing. We explained that it is the role of the administrator to collect all the required documents and onceit is in processing, it is the role of the underwriter to verify if there are any inaccuracies before adjudication. She asked that wecontact a specific representative with her lienholder, [redacted], to help her to explain the delay on the processing ofher [redacted] claim to her lienholder. A phone call was made to her lienholder on 1/6/15 and 1/14/15 to provide them with thestatus. We explained that we will require a reevaluation from her insurance provider for the missed moon roof before we candetermine our settlement amount. We made additional attempts with the insurance provider on 1/7/15, 1/8/15, 1/9/15,1/12/ 15, 1/13/15, and 1/14/15. We were unable to receive a reeva luation from her insurance provider; however they didverbally tell us that they reviewed all the images of the vehicle, and forwarded them to us via email on 1/12/15, and theyconcluded that the moon roof option was not in fact not missed by them. We additionally contacted the body shop listed onthe images and asked for further verification on the missed option. They too reiterated that they also show no evidence inboth in their paperwork and their images that the vehicle did in fact have a moon roof. In an effort to reduce any further timein pursuing the missed option (moon roof) the claim was processed with the provided insurance evaluation and submitted tothe check-writing department as of 1/14/15. Please see the attached copy of the check.We have requested that Ms. [redacted] contact you once the [redacted] payment is reflected on her account to close thecomplaint and confirm that she is satisfied with the resolution. If you require any additional information, please do nothesitate to contact us.Thank you,[redacted]Operations Manager

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 response.
1) Claim was opened on 1/05/2015 (I have email proof even though they have removed this info from website claim information)
2) All documents were received by 1/28/2015 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) 2/2015-7/2015 I made multiple attempts to verify that all docs were received by Portfolio. This 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 receipt. I 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 4/16/2015 and posted as received on 4/16/2015. 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 $131.92 and will be mailed to Kia Motors Finance in approximately 7-10 business days. A 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 7 month fight to get the claim payed was worth $131.92. I have not been able to verify that this covers the "gap" that was $1173.37 last time I checked. So 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 false 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]

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Address: 25541 Commercentre Dr #100, Lake Forest, California, United States, 92630

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