Royal Administration Services, Inc.

[I feel like I am be penalize for something that I have no control overI was not aware of receipts or maintenance log until I got the package in the mail from Royal Administration. Yes the oil change receipt has my name and brother name on itIt has *** on itI provided the receiptI told the adjustor that I could not find my bill of saleI provided the titleFrom my knowledge oil changes are miles or yearly. I try to explain to adjustor I have several carsThat does not mean I drove my *** miles yearlySo I did change the oil yearlyThe second one is due Sept 2015. The vehicle is still at the facilityI should have been given notice that they were cancelling the contractI would not have known that until I did my complaint. I was told that as long as I did not send or sign the cancellation notice that the contract was still goodI was never told by the adjustor about breaking down the engine, I was told by *** *** Mr*** that Royal Administrator wanted him to call me to get the authorization to break down the engineIf this is what Royal Administration wants then now can authorize this actionI had to call them to get authorization prior to *** *** during the diagnosticAll I want is to get my car repaired
Regards,
*** ***

This letter is in response to the additional correspondence received concerning the case and complainant referenced aboveI have again reviewed the text of the complaint and examined the files at issue As previously stated, the Inspection Agency and employees of that agency are separate from RoyalThe concerns reported by the Complainant have been communicated accordingly. We have been advised that the Complainant respond to the messages left and contacted the TCF on or about 10/23/It is our understanding that the basis of the decision to deny the claim was reviewed during that conversation Regardless if the part that failed is a “gasket” or “seal”, the findings remain the sameGiven that neither seals nor gaskets are covered under the Contract unless required in conjunction with a covered repair, the denial of coverage in this instance stands Our office has, at all times, acted in good faith and in accordance with the Service ContractRoyal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Service Contract, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowThe mechanics statement does not match reasons for claim getting deniedNeither does the original contract I received.
Regards,
*** *** ***

My call on 9/16/was not lost I was hung up on and noon attempted to contact my afterwordsThe businessresponse is not telling me when I will receive my refund or how much of a refund I will get, which is the information I am looking for

This letter is in response to the correspondence received concerning the case and complainant referencedI have reviewed the text of the complaint, available recorded calls and, examined the files at issueOur records indicate that the Complainant purchased the *** *** *** ***
coverage (the “Contract”) from *** *** *** (the “Dealer”) on 9/26/As stated in the Contract, Royal Administration Services, Inc(“Royal”) serves as the Administrator of the ContractThe Contract is at all times subject to its written terms and conditions.The Contract purchased is referred to as “part specific” as it lists each part that will be covered in the event of a mechanical failureOn 6/5/our office received two calls from a representative of *** ***, the Complainant’s selected repair facility (“RF”)The first call was received at 3:08:12pm ET was in regard to the sunroofThe RF asked if the sunroof assembly was included in the plan coverageHe was advised the frame and assembly are not listedAfter further review, the RF representative, Cahn stated what was needed is the “housing” as only sunroof motor is listed he was correctly advised this would not be coveredThe Complainant references a “brochure” which states simply “sunroof”It should be noted that the “brochure” is a tool utilized by the Dealer to attract customersThe back of the “brochure” states: “This brochure is not a service agreement but a summary of the *** *** *** programSee your Vehicle Service Agreement for exact terms, coverages, limitations, and exclusions.”The second call was received on 6/5/at 4:32:25pm ET from the same representative of the RFAT this time, a claim was initiated with regard to the water pump, associated coolant and axle bootGiven the late hours, the assigned Claims Adjuster was unable to reach the RF until the following Monday, 6/8/The RF was advised the axle boot was not listed for coverageIn addition, in accordance to claim adjudication guidelines an independent inspector would need to be dispatched to verify the failure to the water pump and cause of said failureThe RF advised the vehicle was not at their shop as the Complainant had taken the vehicleThe RF was advised that if the vehicle was brought back for the following day an inspector could be dispatchedThe RF stated he would contact the Complainant to set up time for the vehicle to be brought back and would email the Adjuster to advise when the car would be available for inspectionOur office was notified on 6/16/15, eight (8) days later that the vehicle was there and available for inspectionThe independent inspector was dispatched and his report was received the following dayThe inspector was unable to verify failure to the water pumpThe pressure tester was installed and the pump did not lose pressure nor did any wet coolant leak out of the systemA small hole was identified around which was a dried pink coolant crust which was also visible along the left side by the crank pulleyNo active leak was foundIt was determined that the water pump is “seeping” but there were no active dripsAs no failure was verified, the claim for the water pump and associated coolant was properly deniedOur office has, at all times, acted in good faith and in accordance with the Service ContractRoyal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Service Contract, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

This letter is in response to the correspondence received concerning the case and complainant referenced aboveI have reviewed the text of the complaint, recorded calls, and examined the files at issue Our records indicate that the Complainant purchased the Sentinel coverage plan (the
“Contract”) from *** *** (the “Vendor”) on 10/16/Royal Administration Services, Inc(“Royal”) serves as the Administrator of the PolicyThe Policy is at all times subject to its terms and conditions On 1/11/at or about 3:30pm ET a call was received from a representative of *** ***, the Complainant’s selected repair facility (the “RF”)At the time of the call, the RF reported two (2) fault codes, one of which indicated a timing chain problemThe vehicle mileage was reported as 120,A claim was initiated for the replacement of the timing chainAfter conferring with the RF, it was determined that after clearing the fault codes that for the timing chain returnedIn accordance with standard operating procedures, an independent third party inspection was ordered The result of the inspection indicates the timing chain is stretched which is a condition which naturally occurs over a long period of time and miles drivenThis is not a mechanical failure but rather the result of wear and tearTherefore the claim was properly denied We do apologize if the Complainant or the RF found it difficult to reach our officeRoyal maintains standard operating hours of Monday thru Friday, 9am to 6pmETDuring those times when our offices are closed callers may choose to leave a voicemail message which is responded to the following business day Our office has, at all times, acted in good faith and in accordance with the PolicyRoyal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Policy, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
If Royal Administration owns the contract and they have certified agencies ("Vendor") selling for them in pretense then Royal Administration is still fully responsible for all promises made by the Vendor Royal Administration is getting PAID for the policies that are sold by the "vendor"
Regards,
*** ***

This letter is in response to the additional correspondence received concerning the case and complainant referenced above I have again reviewed the text of the complaint.As previously stated Royal Administration Services, Incserves as the administrator of the Contract and is not the “owner” as stated by the Complainant The Vendor is not a “certified” agency of Royal nor is Royal is responsible “promises” of the Vendor The Vendor was a completely separate company from Royal who engaged in the sale of Vehicle Service Contracts administered by several different administration companies, one of which is Royal It is unfortunate that the repair needed to the Complainant’s vehicle is not listed for coverage We understand his disappointment The Complainant chose to purchase the Contract which is at all times subject to its terms and conditions The administration of the Contract by Royal must abide by said terms and conditions thus the denial of coverage is upheld. In the event the Complainant wishes to cancel this Contract, he should submit a signed written request to our office which includes a statement of the vehicle mileage Upon receipt, the request will be processed in accordance with the Contract cancellation clause as required by the state of Illinois Our office has, at all times, acted in good faith and in accordance with the Service Contract Royal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Service Contract, as well as applicable state law This letter is in response to the additional correspondence received concerning the case and complainant referenced aboveI have again reviewed the text of the complaint.As previously stated Royal Administration Services, Incserves as the administrator of the Contract and is not the “owner” as stated by the ComplainantThe Vendor is not a “certified” agency of Royal nor is Royal is responsible “promises” of the VendorThe Vendor was a completely separate company from Royal who engaged in the sale of Vehicle Service Contracts administered by several different administration companies, one of which is RoyalIt is unfortunate that the repair needed to the Complainant’s vehicle is not listed for coverageWe understand his disappointmentThe Complainant chose to purchase the Contract which is at all times subject to its terms and conditionsThe administration of the Contract by Royal must abide by said terms and conditions thus the denial of coverage is upheldIn the event the Complainant wishes to cancel this Contract, he should submit a signed written request to our office which includes a statement of the vehicle mileageUpon receipt, the request will be processed in accordance with the Contract cancellation clause as required by the state of IllinoisOur office has, at all times, acted in good faith and in accordance with the Service ContractRoyal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Service Contract, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Per the dealer, there were issues with the starter which had low cranking power as well as movement in the left ball joint. Answers are unsatisfactory as they failed to honor their contract and repair the safety issues. The agency also failed to let me arbitrate the parts in questions. Questionable procerdures
Regards,
*** ***

This letter is in response to the correspondence received concerning the case and complainant referenced aboveI have reviewed the text of the complaint, recorded calls and, examined the files at issueOur records indicate the Complainant purchased the Select coverage plan (the “Contract”) on
9/30/at which time the mileage was reported as 73,As stated in the Contract, Royal Administration Services, Inc(“Royal”) serves as the Administrator of the ContractThe Contract is at all times subject to its written terms and conditionsAs stated by the Complainant, the failure of the input shaft (a covered component) was caused by the failure of the pilot bearing (a non-covered component)A failure due to consequential damage is excluded from coveragePlease refer to the Contract section titled EXCLUSIONS, item I which states: “iDAMAGE TO A COVERED COMPONENT CAUSED BY THE FAILURE OF A NON-COVERED COMPONENTDAMAGE TO A NON-COVERED COMPONENT CAUSED BY THE FAILURE OF A COVERED COMPONENT.” Our office has, at all times, acted in good faith and in accordance with the Service ContractRoyal Administration Services, Incdoes not waive, but specifically reserves, any and all rights and defenses it may have under the Service Contract, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.] I was informed by the service manager that the air conditioner leak could have occurred in the past days and there was no definitive way to come to the conclusion that this was an issue that occurred before the contract was initiated with ***The air conditioner still WORKED but after the leak so I am confused as to how this was an issue that originated in December when the claim wasn't filed until JuneIf this was an pre-existing issue wouldn't the air conditioner had gone out completely in say February.I have found multiple instances online when this company has failed to cover issues that they state are covered under their warranty and have attached for your ready reviewAs you can see this company has a history of systematically accepting consumer's money and failing to provide coverage as promisedI will also be filing a complaint with the insurance commission
Regards,
*** ***

In response to their statement "The Complainant states she made “several calls” to *** *** *** ***, Incto retrieve a copy of the contractYet in her telephone conversation of 6/8/at 11:36:54am ET she asked if we could “send out my policy again” when asked if she had the booklet, her response was, “I “can’t find it”", this is further proof that I did not receive a contract from *** *** *** *** (“*** ***”)As I have stated previously, I contacted *** *** several times and received nothing. In response to their statement "Royal Administration Services, Inc(“Royal”) is not now or has ever been a “representative” of *** *** *** ***, Inc(the “Vendor”)The Vendor was a separately owned and operated businessAs indicated in the Contract, Royal is the AdministratorRoyal is only responsible for the administration of the Contract which, is at all times subject to its terms and conditions.", *** *** sold services (to which I believe they used unscrupulous sales tactics) to be performed by Royal, therefore in that manner I consider them as Royal’s representative. I am requesting a full refund as I have not used the services of Royal and at this point because of the manner they have chosen to not resolve my complaint, I do not trust their business practices and would not utilize their services
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
My problem with all of this is that I put in a single claim which they paid $and they took out $deductible for a total payment of $Now they agreed to pay an additional $with another $deductibleThat makes two $deductibles for one claimThe $additional money should not have a $deductible taken outIf that can be rectified, I will agree with the settlement
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** First of let me state that the gasket they are referring to is not a separate part from the tensionerIn order to replace this small seal that is attached to the tensionerYou can't order this as a separate partThere for this is a failure of the part not a gasketSecond I don't care that they sent a third party to inspect the partThat third party is acting on the behalf of their company and there for Royal is liable for his actionsThey can't hide behind that they are not a Royal employee they are in fact ed contracted by royal I have spoke with multiple *** repair facilities and they stated that their claim the gasket void the repair is as there is no gasket and the small seal is part of the tensionerAnd the fact that my mechanic stated this would break upon removal to inspector is not acceptable Each repair facility stated this seal always breaks when the tensioner is removed. As for contacting me they called onceBut when speaking with the director she was unwilling to listen toI felt like I was talking to a wallShe was just say yes yes yes I stated on that call the I could that is this is getting me now where as she didn't care what I had to say and repeated many time that the inspector was from a third partyWhy would I continue to talk them if they don't care what I have to say or listen to facts that I have foundIf this get me know where I will be seeking legal actions and I know a judge will listen to both sides and rule based on factsI am certain he will side in my favor expecially with statements from *** certified repair technicians stating the facts that the tensioner doesn't have a gasket an is part of the tensionerAlso that they are responsible for the actions any third part they contract out to represent their company
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I don't see the fairness in that damaged caused by a non-covered part to a covered part isn't covered and yet at the same time damaged caused by a covered part to a non-covered part isn't covered eitherThis is something that's a learning experience and in the future I know what to look for if I ever need an extended warranty. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This letter is in response to the additional correspondence received concerning the case and complainant referenced aboveI have again reviewed the text of the complaint and examined the files at issue The Complainant states she made “several calls” to *** *** *** ***, Incto retrieve a copy of the contractYet in her telephone conversation of 6/8/at 11:36:54am ET she asked if we could “send out my policy again” when asked if she had the booklet, her response was, “I “can’t find it”In response to that request a copy of the contract was emailed to her at ***. Royal Administration Services, Inc(“Royal”) is not now or has ever been a “representative” of *** *** *** ***, Inc(the “Vendor”)The Vendor was a separately owned and operated businessAs indicated in the Contract, Royal is the AdministratorRoyal is only responsible for the administration of the Contract which, is at all times subject to its terms and conditions There is no further action to be taken by Royal unless the Complainant chooses to cancel the ContractShould this be her decision, Royal will cancel the contract and proceed as previously described in accordance with the Contract Our office has, at all times, acted in good faith and in accordance with the ContractRoyal Administration Services, Incdoes not waive, but specifically reserved, any and all rights and defenses it may have under the Contract, as well as applicable state law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***( The business stated that they would reimburse my rental once I provide receiptI submitted a receipt and they then gave me a call stating that the site I rented from is not an authorized rental companyWhich only you can clearly see it is a new website for rental carsI submitted receipt and everythingThis proves my point that they will do any and everything to get out of paying you what you are entitled to per the contract! Therefore they lied in their response here on the websiteAlso they still only approved the partial claim as it previously wasPease stay away from this company! )
Regards,
*** ***