SGI SERVICES, INC [redacted] July 8, Response to Revdex.com Case # [redacted] In reading the complaint of [redacted] ***, contract number [redacted] , there are several issues needing to be addressed This response will only address two First, there is no warranty sold today covering vehicles from bumper to bumper as the bumpers are excludedOther exclusions exclude maintenance items such as wipers, batteries, and brake pads These items are listed in the “What is not Covered” section of the contract booklet At SGI Services we constantly urge our selling dealers to refrain from using these words Secondly, Varsity Ford Lincoln Mercury sold her the car and the vehicle service contract Allen, an employee at Varsity Ford Lincoln Mercury called in a claim He stated the cause of damage was from an impact or collision We relied on this information when the claim was denied to the AC condenser per the contract details below IN NO EVENT WILL WE COVER ANY MECHANICAL BREAKDOWN OR DAMAGE: ACAUSED BY RUST, CORROSION, OXIDATION, CONTAMINATION, OR RESTRICTED OIL PASSAGES; BCAUSED BY IMPROPER AMOUNTS OR IMPROPER TYPES OF LUBRICANTS, COOLANTS, REFRIGERANTS OR FILTERS; CIF PRIOR AUTHORIZATION IS NOT GIVEN BY US PRIOR TO REPAIRS BEING PERFORMED; (SEE CONDITIONS OF COVERAGE); DRESULTING FROM MISUSE OF, ALTERATION OF, TAMPERING WITH, DISCONNECTION OF, MISCHIEF OR VANDALISM TO, THE VEHICLE OR ANY OF ITS COMPONENTS, WHILE OWNED BY YOU, OR DAMAGES RESULTING FROM COLLISION, ACCIDENTS, WATER, FIRE, FREEZING, ACTS OF GOD, OR THEFT; EIF MAINTENANCE RECORDS HAVE BEEN REQUESTED BY US BUT CANNOT BE PRODUCED OR VERIFIED; SGI Services would like to apologize for an inconvenience MsLeach may have suffered As is often the case, proper communication will resolve most issues We will contact the dealer to address these issues Sincerely, Randy Kerbow Operations Manager SGI Services, INC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that there is no reason to further this discussion
SGI SERVICES, INC.
[redacted]
July 8, 2014
Response to Revdex.com Case #[redacted]
In reading the complaint of [redacted], contract number [redacted], there are several issues needing to be addressed. This response will only address...
two. First, there is no warranty sold today covering vehicles from bumper to bumper as the bumpers are excluded. Other exclusions exclude maintenance items such as wipers, batteries, and brake pads. These items are listed in the “What is not Covered” section of the contract booklet. At SGI Services we constantly urge our selling dealers to refrain from using these words. Secondly, Varsity Ford Lincoln Mercury sold her the car and the vehicle service contract. Allen, an employee at Varsity Ford Lincoln Mercury called in a claim. He stated the cause of damage was from an impact or collision. We relied on this information when the claim was denied to the AC condenser per the contract details below.
IN NO EVENT WILL WE COVER ANY MECHANICAL BREAKDOWN OR DAMAGE:
A. CAUSED BY RUST, CORROSION, OXIDATION, CONTAMINATION, OR RESTRICTED OIL PASSAGES;
B. CAUSED BY IMPROPER AMOUNTS OR IMPROPER TYPES OF LUBRICANTS, COOLANTS, REFRIGERANTS OR FILTERS;
C. IF PRIOR AUTHORIZATION IS NOT GIVEN BY US PRIOR TO REPAIRS BEING PERFORMED; (SEE CONDITIONS OF COVERAGE);
D. RESULTING FROM MISUSE OF, ALTERATION OF, TAMPERING WITH, DISCONNECTION OF, MISCHIEF OR VANDALISM TO, THE VEHICLE OR ANY OF ITS COMPONENTS, WHILE OWNED BY YOU, OR DAMAGES RESULTING FROM COLLISION, ACCIDENTS, WATER, FIRE, FREEZING, ACTS OF GOD, OR THEFT;
E. IF MAINTENANCE RECORDS HAVE BEEN REQUESTED BY US BUT CANNOT BE PRODUCED OR VERIFIED;
SGI Services would like to apologize for an inconvenience Ms. Leach may have suffered. As is often the case, proper communication will resolve most issues. We will contact the dealer to address these issues.
Sincerely,
Randy Kerbow
Operations Manager
SGI Services, INC.
From: [redacted] Sent: Monday, August 04, 2014 11:36 AMTo: drteamSubject: FW: Revdex.com Case #[redacted] claim [redacted]
“ You business guys win again.”
Rarely do business ‘guys’ consider it a victory when we lose a customer. Our greatest victories are customers for life.
We never claimed anything hit you. However, [redacted] at Varsity Ford confirmed in the voice recording that something hit your vehicle. Since you purchased your vehicle used, it could have been the previous owner as you stated. Unfortunately, per the letter attached from the insurance company, we were unable to assist. If further information is required, please feel free to contact me directly at [redacted].
SGI SERVICES, INC [redacted] July 8, Response to Revdex.com Case # [redacted] In reading the complaint of [redacted] ***, contract number [redacted] , there are several issues needing to be addressed This response will only address two First, there is no warranty sold today covering vehicles from bumper to bumper as the bumpers are excludedOther exclusions exclude maintenance items such as wipers, batteries, and brake pads These items are listed in the “What is not Covered” section of the contract booklet At SGI Services we constantly urge our selling dealers to refrain from using these words Secondly, Varsity Ford Lincoln Mercury sold her the car and the vehicle service contract Allen, an employee at Varsity Ford Lincoln Mercury called in a claim He stated the cause of damage was from an impact or collision We relied on this information when the claim was denied to the AC condenser per the contract details below IN NO EVENT WILL WE COVER ANY MECHANICAL BREAKDOWN OR DAMAGE: ACAUSED BY RUST, CORROSION, OXIDATION, CONTAMINATION, OR RESTRICTED OIL PASSAGES; BCAUSED BY IMPROPER AMOUNTS OR IMPROPER TYPES OF LUBRICANTS, COOLANTS, REFRIGERANTS OR FILTERS; CIF PRIOR AUTHORIZATION IS NOT GIVEN BY US PRIOR TO REPAIRS BEING PERFORMED; (SEE CONDITIONS OF COVERAGE); DRESULTING FROM MISUSE OF, ALTERATION OF, TAMPERING WITH, DISCONNECTION OF, MISCHIEF OR VANDALISM TO, THE VEHICLE OR ANY OF ITS COMPONENTS, WHILE OWNED BY YOU, OR DAMAGES RESULTING FROM COLLISION, ACCIDENTS, WATER, FIRE, FREEZING, ACTS OF GOD, OR THEFT; EIF MAINTENANCE RECORDS HAVE BEEN REQUESTED BY US BUT CANNOT BE PRODUCED OR VERIFIED; SGI Services would like to apologize for an inconvenience MsLeach may have suffered As is often the case, proper communication will resolve most issues We will contact the dealer to address these issues Sincerely, Randy Kerbow Operations Manager SGI Services, INC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that there is no reason to further this discussion
SGI SERVICES, INC.
[redacted]
July 8, 2014
Response to Revdex.com Case #[redacted]
In reading the complaint of [redacted], contract number [redacted], there are several issues needing to be addressed. This response will only address...
two. First, there is no warranty sold today covering vehicles from bumper to bumper as the bumpers are excluded. Other exclusions exclude maintenance items such as wipers, batteries, and brake pads. These items are listed in the “What is not Covered” section of the contract booklet. At SGI Services we constantly urge our selling dealers to refrain from using these words. Secondly, Varsity Ford Lincoln Mercury sold her the car and the vehicle service contract. Allen, an employee at Varsity Ford Lincoln Mercury called in a claim. He stated the cause of damage was from an impact or collision. We relied on this information when the claim was denied to the AC condenser per the contract details below.
IN NO EVENT WILL WE COVER ANY MECHANICAL BREAKDOWN OR DAMAGE:
A. CAUSED BY RUST, CORROSION, OXIDATION, CONTAMINATION, OR RESTRICTED OIL PASSAGES;
B. CAUSED BY IMPROPER AMOUNTS OR IMPROPER TYPES OF LUBRICANTS, COOLANTS, REFRIGERANTS OR FILTERS;
C. IF PRIOR AUTHORIZATION IS NOT GIVEN BY US PRIOR TO REPAIRS BEING PERFORMED; (SEE CONDITIONS OF COVERAGE);
D. RESULTING FROM MISUSE OF, ALTERATION OF, TAMPERING WITH, DISCONNECTION OF, MISCHIEF OR VANDALISM TO, THE VEHICLE OR ANY OF ITS COMPONENTS, WHILE OWNED BY YOU, OR DAMAGES RESULTING FROM COLLISION, ACCIDENTS, WATER, FIRE, FREEZING, ACTS OF GOD, OR THEFT;
E. IF MAINTENANCE RECORDS HAVE BEEN REQUESTED BY US BUT CANNOT BE PRODUCED OR VERIFIED;
SGI Services would like to apologize for an inconvenience Ms. Leach may have suffered. As is often the case, proper communication will resolve most issues. We will contact the dealer to address these issues.
Sincerely,
Randy Kerbow
Operations Manager
SGI Services, INC.
From: [redacted] Sent: Monday, August 04, 2014 11:36 AMTo: drteamSubject: FW: Revdex.com Case #[redacted] claim [redacted]
“ You business guys win again.”
Rarely do business ‘guys’ consider it a victory when we lose a customer. Our greatest victories are customers for life.
We never claimed anything hit you. However, [redacted] at Varsity Ford confirmed in the voice recording that something hit your vehicle. Since you purchased your vehicle used, it could have been the previous owner as you stated. Unfortunately, per the letter attached from the insurance company, we were unable to assist. If further information is required, please feel free to contact me directly at [redacted].
[redacted]