Protective Property & Casualty Insurance Company

Initial Business Response /* (1000, 9, 2015/09/03) */
This responds to your correspondence of August 26, 2015 addressed to Lyndon Property Insurance Company ("Lyndon"). Lyndon insurers the obligations of the service contract provider, Protective Administrative Services, Inc. We appreciate the...

opportunity to respond to Ms. [redacted]'s concerns and hope you find the following information helpful.
We are very sorry to hear that Ms. [redacted] did not receive a copy of her service contact. Our records indicate that a copy of the service contract was sent three times, with the last one being sent on August 20, 2015 to [redacted] MA XXXXX and via e-mail to [redacted]@yahoo.com.
I will be sending Ms. [redacted] another copy of the service contract to the address above.
We trust that this explains our handling of this matter. Please feel free to contact me if you have any further questions. By pointing out the foregoing, Lyndon Property Insurance Company and Protective Administrative Services, Inc. does not waive, but specifically reserves, any and all rights and defenses it may have under the contract and applicable law.

Complaint: [redacted]
I am rejecting this response because:
I spoke with several representatives of [redacted] (henceforth referred to as "representative" or "representatives" or "the warranty") during the course of the repair procedure.  The first representative...

indicated that the repair would be covered, minus the deductible ($50).  However, in order to proceed, the engine would need to be dismantled in order to inspect the failed part.  This procedure thus required approximately 5 hours of labor (per the repair facility's estimate).  The failed parts were the idler pulley and the timing belt tensioner, and replacement of these parts requires removal/replacement (R&R) of the timing belt and associated parts.  The repair facility indicated that the failed parts are purchased as a package and, as such, the additional components are part of the repair.  Upon receipt of this information, I spoke with several other representatives.  The last representative with whom I spoke ([redacted]) indicated that the warranty would cover the cost of the necessary replacement parts, but that I would be responsible for the labor of the non-necessary parts.  I then received clarification that the necessary repairs included the parts that are purchased as a package, and then received a quote for my part of the repair (from the repair facility) in the range of $275-290 (exact number is not available at this time).  However, I was surprised to learn, upon picking up my car, that the [redacted] program refused to cover all of the other expenses, and I would be required to pay >$500.  I feel that the warranty, as advertised, is misleading.  As described to me at the time of purchase (at [redacted] in Fort Wayne, Indiana), the "complete" warranty covers all repairs, bumper to bumper, including the labor.  In practice, however, the warranty seems to only cover failed parts and the portion of labor associated with replacing that part, but does not cover other parts that need to be replaced in order to properly perform the repair.  In other words, the warranty only pays for a "DIY-style" repair, where non-failed parts are reused.  The problem is that a reliable ASE-certified mechanic does not perform this type of repair, as they are unwilling to risk their liability or their reputation on a DIY-style repair.  Nevertheless, the warranty requires that all repairs are performed at an ASE-certified facility, causing a potentially large discrepancy between the claim and the repair cost.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they took more than 2 months to approved the claim, I received a phone call from the dealership I bought the truck from, and the lady I spoke to said the owner ( [redacted]) had to get involved otherwise they would still not approving my claim, and just because they fault I'm not going to pay a big rental car bill, I need them to pay all of it. And on the contract I have doesn't mention anything about rental just a $100 dollars deductible plus now I have to wait more for their part approval!! I can't pay something is not my fault had took so long.
Sincerely,
[redacted]