Complaints

This profile includes complaints for Interstate National Dealer Services dba Revolos's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Interstate National Dealer Services dba Revolos

  14755 North Outer 40 Rd Ste 400 Chesterfield, MO 63017-6050

  
• 

  Revolos

  5090 Pga Blvd suite 308 Palm Beach Gardens, FL 33418-3957

• 

  Revolos

  5090 Pga Blvd suite 308 Palm Beach Gardens, FL 33418-3957

• 

  Revolos

  5090 Pga Blvd suite 308 Palm Beach Gardens, FL 33418-3957

• 

  Revolos

  5090 Pga Blvd suite 308 Palm Beach Gardens, FL 33418-3957

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around October 15th 2024 I took my 2014 ***** Equinox to the dealership *** ***** ***** in ***** **. When I purchased the car back in 2019 it automatically came with this Warranty. (Interstate National Dealer) I have had the car in for other problems with the engine and no problems with it being covered at all. This time it took the dealership over a week a diagnose the problem even though I knew what the problem was. I contacted ** to help me expediate the work. The problem ended up being the timing chain and some gaskets. It states in all the paperwork I have that the timing chain and gaskets are covered. I have had all my regular basic maintenance done at the dealership in order to keep the warranty valid. All pictures and paperwork were sent to the warranty company by ***** as requested. The claim was denied under wear and tear. I do not understand how it could be considered wear and tear if it is not part of basic monthly/ yearly maintenance on the vehicle. I would not know that something was a miss until the light comes on. If they don't want to cover it then why is it listed. The dealership agreed it should have been covered. I want my $2600 back for a covered part. Because it was denied I could not afford a rental car and was without a car for almost 2 weeks. My husband has health issues so we need two cars in case something happens. I work ***** mins away from my home and can not always rely on coworkers or take time off. I am a special education teacher.

  

  Business Response

  Date: 11/12/2024

  RE:   BBB ID Number:                      22530925                                                            
          Contract Holder:                      ****** *****
          Service Contract Number:   ******* BEL     
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your November 11, 2024, email and letter and forwarded them to me for review and response.INDS administers the service contract that ****** ***** purchased from *** ***** Chevrolet on January 28, 2019. We hope you find the following information helpful.
  
  On October 23, 2024, we sent a third-party inspection company to inspect ****** Grecks vehicle. The inspection report showed poor maintenance on the interior of the engine. The motor was very black inside and sludge was beginning to form. The limited warranty does not cover failures from gradual reduction in operating performance due to wear and tear.  Under EXCLUSIONS section, subsection E,states, ANY FAILURE CAUSED BY MISUSE; ABUSE; NEGLIGENCE; LACK OF NORMAL MAINTENANCE REQUIRED BY THE MANUFACTURERS MAINTENANCE SCHEDULE FOR YOUR VEHICLE; IMPROPER SERVICING BY YOU AFTER THE EFFECTIVE DATE OF THIS LIMITED WARRANTY; SLUDGE BUILD-UP OR NOT MAINTAINING PROPER LEVELS OF LUBRICANTS AND/OR COLLANTS; OR NOT PROTECTING THE VEHICLE FROM FURTHER DAMAGE WHEN A FAILURE HAS OCCURRED.
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22530925
  
  I am rejecting this response because:

  How else am I supposed to know something is wrong in the engine if the light isn't on. If it is running smooth and there is no light how I am supposed to know something is happening? I take it on time for the oil changes at Basil so there is proof of work. ***** was just in the engine and had it all apart to fix a CO2 intake issue. They should have notified me that other work needed to be done at that time. How else am I going to know. The only basic maintenance that was told to me to do was getting the oil changed at a certified place and keep the receipts. My husband is a car guy and would gladly check on things for me if it didn't void the warranty so he doesn't. Again I am not understanding how else am I supposed to know if ***** doesn't tell me when I have it in for service and the light is not on. What good is the warranty then?? 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/14/2024

  RE:   BBB ID Number:                      22530925                                                            
          Contract Holder:                      ****** *****
          Service Contract Number:       4309780 BEL     
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your November 13, 2024, email rejecting our response.  We have not received any new information that would alter our decision.
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty plan from Interstate Assure Guard when they bought the vehicle in August ******* vehicle had transmission failure, which was covered by the warranty.The shop performed the requested work, which confirmed the failed transmission.The vehicle did was not running correctly after the transmission repair. There was a build up of silicone which needed to be removed. Assure Guard said they would not make the repairs on the vehicle since I purchased it used. I should be more careful in making my purchases was my response and claim was denied since it was a pre-existing condition. Nothing of my fault, but repairs made by the previous owner. I asked to speak to a supervisor and was told none was available in any of the departments I was asking for and then there was a disconnect. Since July 2024, I have been without a vehicle, payments made on time and no satisfaction. The vehicle is still not running and I've spent over $2k out of pocket.

  

  Business Response

  Date: 10/01/2024

  RE:   BBB ID Number:                      22337282                                                            
          Contract Holder:                      ******* ******
          Service Contract Number:   ******** AAG 
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your September 25, 2024, email and letter and forwarded them to me for review and response.INDS administers the ********************************************** contract") that Ms. ******* ****** purchased from *********************************** on May 15, 2023. We hope you find the following information helpful.
  
  The service contract Ms. ****** purchased is not a warranty or insurance. It's important to note that coverage is not automatic when a claim is filed. The service contract meticulously lists covered components, non-covered components,and events excluded from coverage. It's crucial to understand that certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  Under section 9. EXCLUSIONS, subsection M. states, ANY FAILURE OCCURRING PRIOR TO THE SERVICE CONTRACT PURCHASE DATE, PRE-EXISTING CONDITIONS OR IF INFORMATION PROVIDED BY YOU OR A REPAIR FACILITY CANNOT BE VERIFIED AS ACCURATE OR IS FOUND TO BE DECEPTIVELY INACCURATE.
  The repair facility informed us of the incorrect repair that was done prior to the contract purchase date. According to the contract, we cannot approve the repair that is needed.
  
  If Ms. ****** would like to cancel the contract, please call ************** to request a cancellation form.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an extended warranty for my side by side. It broke down and I had it taken to the dealership where it was purchased and the warranty was purchased. They denied my claim due to wear and tear but in the only document they sent they say they can't definitively say that's what caused it. I have asked 3 times for a formal denial which I still haven't received after the 7-10 days they made me wait. Each time I call I am put on hold and told another reason why it's not avaliable. I paid to have it fixed on my own and would like my money refunded for the job due to buying an extended warranty.

  

  Business Response

  Date: 09/16/2024

  RE:   BBB ID Number:                      22266858                                                            
          Contract Holder:                      ******* ***********
          Service Contract Number:   ********* RPS
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your September 11, 2024, email and letter and forwarded them to me for review and response.INDS administers the ********************************** contract")that Mr. ******* ********** purchased from Grace *********** on December *******. We hope you find the following information helpful.
  
  The service contract Mr. *********** purchased is not a warranty or insurance. It's important to note that coverage is not automatic when a claim is filed. The service contract meticulously lists covered components, non-covered components,and events excluded from coverage. It's crucial to understand that certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  We had a third-party inspection company inspect Mr. ************ vehicle to verify the cause of failure on August 6, 2024. The inspector stated the cause of failure was due to the belt, primary and secondary clutches are worn out from age/miles, along with possible contribution from towing and aggressive driving. Under Section 9. Exclusions, subsection S states, MALFUNCTIONS RESULTING FROM COLLISION AND/OR ACCIDENT, VANDALISM, NEGLECT, ABUSE, MISUSE,FALLING MISSILES OR OBJECTS, FIRE, THEFT, LARCENY, EXPLOSION, LIGHTNING,EARTHQUAKE, WINDSTORM, WAR, HAIL, WATER, FLOOD,
  ENVIRONMENTAL DAMAGE, MALICIOUS MISCHIEF, RIOT, CIVIL COMMOTION, LABOR DIFFICULTIES,AESTHETIC DAMAGE INCLUDING BUT NOT LIMITED TO SCRATCHES, PAINT DETERIORATION,DENTS, NICKS, NORMAL WEAR AND TEAR UNLESS INDICATED ON THE ADMINISTRATOR COPY OF THE DECLARATIONS PAGE AND YOUR IDENTIFICATION CARD EXCEPT FOR PARTS THAT HAVE NOT WORN BEYOND THE FIELD TOLERANCES PERMITTED BY THE MANUFACTURER,NATURAL DISASTER OR ACTS OF
  NATURE.
  
  On August 26, 2024, Mr. *********** made a request to cancel the contract and the refund for the contract was paid on September 4, 2024, in the amount of $239.95.We are unable to process any claims or refund for past claims on cancelled contracts.
  
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22266858
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***********

  I still haven't received a formal denial I requested on 8/26/24. I was told 7-10 business days. That has long passed. Yes, I canceled my contract as the claim was already filed and didn't think it would affect a claim when I had coverage. I referenced the document I was sent saying that they couldn't definitively saw what caused it to fail. I also requested photos to show the failure they are claiming is from excessive wear. When I call to speak with them I just get the run around and then they email me. Saying to wait for a mailed document that I never have received.

  

  Business Response

  Date: 09/17/2024

  
  RE:   BBB ID Number:                      22266858                                                            
          Contract Holder:                      ******* ***********
          Service Contract Number:   ********* RPS
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your September 16, 2024, email and letter rejecting our response to your complaint on September 11, 2024.
  
  Our claims department requires a formal written request for denial letters and for copies of the inspection report. The request must come from the email we have on file for Mr. *********** before we send out any documentation. This information was provided to Mr. *********** on August 26, 2024, when he called in and spoke to an adjuster. It was also advised to him on a later call with our member services department. As of today, September 17, 2024, we have not received a formal request from Mr. ************  
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22266858
  
  I am rejecting this response because: I attached the email from you advising the letter was sent out 
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 09/18/2024

  RE:   BBB ID Number:                      22266858                                                            
          Contract Holder:                      ******* ***********
          Service Contract Number:   ********* RPS

  Dear *** or Madam:

  Mr. *********** states he attached an email from us indicating that the official denial was mailed to him. However, the only thing attached to his complaint was an inspection report. 

  Sincerely,
  
  ******** *******
  Associate II Regulatory

   

   

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22266858
  
  I am rejecting this response because:first you said I never requested a formal denial. Then you said the email shows I did. I haven't received a check as of today and it's been 2 weeks. I requested the denail letter on 8/26/24 and have yet to receive that. Your company has not acted in good faith with my requests. I request you reimburse me for repairs I had done to my vehicle. As you have yet to definitively show any proof of wear and tear i.e formal denial or photos. 
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 09/25/2024

  RE:   BBB ID Number:                      22266858                                                            
          Contract Holder:                      ******* ***********
          Service Contract Number:   ********* RPS
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your September 23, 2024, email and letter rejecting our previous response.
  
  The formal denial has been mailed to the address we have on file for *************** I have also attached a copy to this response.
  
  Under section 8. CANCELLATION OF SERVICE CONTRACT, subsection 6, states, In the event of cancellation, the lienholder, if any, will be named on the cancellation refund check, unless the cancellation is accompanied by a discharge of lien.
  When the contract holder cancels the contract, the refund is mailed to the lienholder or selling dealer (Grace ************* Grace *********** is responsible for making up the difference in what we send and the amount of the customer refund. Mr. *********** may contact his selling dealer, Grace ***********,on the status and amount of his refund check.
  
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22266858
  
  I am rejecting this response because:

  I want to see what the denial letter says. I would like the photos showing the wear and tear from the inspector.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Protective, Revolos Company, Assure Guard Extended Warranty Product.In late February 2024, my 2017 Chevrolet Tahoe received an engine light indicator while in operation. I delivered my vehicle to Pohanka Chevrolet, Chantilly, ** without delay due to the close vicinity and inability to stop on major road.There had been three third-party inspectors, from Assure Guard that visited the dealership for the major repair inspection and estimate of cost of the engine replacement. Two inspectors approved the repairs for the engine. The third only approved partial coverage for the replacement of the engine. This particular issue became an unwarranted major task having to speaking to various representatives throughout Protective, Revolos, and those affiliated with the Assure Guard Extended Warranty.I have submitted on numerous occasions to have my claim appealed and to be reimbursed for the out-of-pocket expense of $5057.25 due to a lack of proof technicality Revolos has deemed legitimate reasoning not to fund the complete replacement payment (but only partial payment) of the engine for the ***** Tahoe.The representatives at Pohanka of Chevrolet Dealership also agree that the decision made by ******* to not completely fund the total cost of the replacement of the engine was unprecedented and they had never had such a decision occur.There is no proof that, while already in route to work, the immediate delivery of my vehicle after indication of a check engine light to the dealership near where the check engine light illuminated, that this would/had cause the full destruction of the engine to the vehicle.No representative or inspector from Revolos provided any evidence to the dealership nor proof that the damage cause the total destruction of the engine nor any indication how that could be proven.I believe there is a lack of evidence present to make any analysis. It appears to me, from the consumer side, a forcible lack of due diligence on the part of Revolos.

  

  Business Response

  Date: 09/17/2024

  RE:   BBB ID Number:                      22252556                                                            
          Contract Holder:                      ***********************************
          Service Contract Number:   ******** AAG 
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your September 10, 2024, email and letter and forwarded them to me for review and response.INDS administers the ********************************************** contract") that *************************************** purchased from ******************** on November 6, *****. We hope you find the following information helpful.
  
  The service contract ************************ purchased is not a warranty or insurance. It's important to note that coverage is not automatic when a claim is filed. The service contract meticulously lists covered components, non-covered components,and events excluded from coverage. It's crucial to understand that certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  Under section WHAT YOU SHOULD DO IN THE EVENT OF A FAILURE, subsection 1 states, Prevent Further Damage - You should use all reasonable means and precautions to protect Your Vehicle from further damage. This Service Contract will not cover damage caused by not securing a timely repair of the failed component. THIS SERVICE CONTRACT DOES NOT COVER REPAIRS TO SEIZED OR DAMAGED ENGINES DUE TO CONTINUED OPERATION REGARDLESS OF CAUSE OR WITHOUT SUFFICIENT LUBRICANTS
  OR COOLANT. YOU ARE RESPONSIBLE FOR MAKING CERTAIN THAT THE OIL AND TEMPERATURE WARNING LIGHTS/GAUGES ARE FUNCTIONING PROPERLY. YOU MUST PULL OFF THE **** IMMEDIATELY AND DISCONTINUE VEHICLE OPERATION WHEN EITHER OF THESE LIGHTS/GAUGES INDICATES INADEQUATE PROTECTION OR PERFORMANCE OR WHEN OVERHEATING OCCURS.
  
  *********************** was aware of the engine issue once the light came on and the engine began making a ticking sound, continued operation regardless of the cause or reason is not allowed and excluded.
  As the contract holder, ************************ is responsible for maintaining the vehicle and following the guidelines of the service contract.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  *******************************
  Associate II Regulatory

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22252556
  
  I am rejecting this response because:

  The sole reason for your company rejecting my complaint is in the basis that the vehicle being delivered in the vicinity of the repair facility caused the engine to become inoperable. The ticking noise was not observed until it was delivered to the repair facility. A check engine light does not in fact mean there is an engine issue, that could result from something as simple as a sensor malfunction. The repair facility was within a half mile of the location of the check engine light illumination. Revolos, to date, has not provided any proof to myself nor the repair facility technicians that the engine was completely destroyed by delivering the vehicle to the repair shop, where both the repair facility and the location of the illumination of the engine light came on, which was on a major road with no shoulder or area for emergency vehicle stop creating a dangerous situation for myself.
  I truly believe, and I reiterate, this is a shameful reason to get out of doing your due diligence as an extended warranty. How do you initially approve the full cost repair of the engine and when its to be replaced decided out the blue that you dont want to pay for some of the cost. Again I ask that you all do the right thing as an extended warranty company, that gladly paid for and expected to be that cushion for such situations, do your due diligence. Without proof that you can provide to myself and the repair technicians the basis of how I could possibly destroy a whole engine in the matter of minutes and why you would pay for a partial engine replacement, I cant agree that you have the consumers best interest and safety in mind. 

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/18/2024

  RE:   BBB ID Number:                      22252556                                                            
          Contract Holder:                      ***********************************
          Service Contract Number:   ******** AAG 
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your rejection to our September 17, 2024, response. We hope you find the following information helpful.
  
  The ***************** has carefully reconsidered the facts of ************************** denied claim. After a thorough review of the case, we have decided to reimburse him in the amount of $5,057.25. Please allow 7-10 business days for the check to process and be mailed to the mailing address on file.  
  
  We apologize for any inconvenience this situation may have caused **********************.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  *******************************
  Associate II Regulatory

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you all for reconsidering and reimbursing me for the out of pocket cost of repair of $5,057.25. I am glad I could figure this out with you all. 
  

  The primary address on file  should be *************************************************. But I am temporarily stationed in ******** at the alternate address (that should be on file) at ****************************************** 
  

  Please forward the check to the ******** address. And again, thank you for reconsidering. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 11/11/2024

  Hello, This a follow up complaint to BBB ID Number/ Complaint Number: ********. I have not received the promised refund check of $5057.25 as referenced in the BBB complaint. I had advised in the complaint response to have the check sent to my temporary duty address ********************************************. I have reached out to BBB several times in to assist with reestablishing contact with Revolos and gain a status update of the refund check with not avail. Again I have not heard from BBB nor Revolos over the last two months. Please provide any updates regarding the refund check status. V/r
  

  
  

  

  Business Response

  Date: 11/14/2024

  RE:   BBB ID Number:                      22252556                                                            
          Contract Holder:                      ******* **********
          Service Contract Number:   ******** AAG 
  
  Dear *** or Madam:
  
  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your November 11, 2024, follow up complaint in regard to our September decision to reimburse you $5,057.25. I would like to apologize on behalf of our claims department that you have not received your reimbursement at this time.  I have verified that as of today, your check has been mailed to the address below, which is the one we have on file. Please allow 7-10 business days to receive the check. 
  
  ******* **********
  ***************************************************************
  
  We are not allowed to send the check to an address that is not on your account. I hope this does not cause an inconvenience for Mr. ***********
  
  By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory
  

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for responding back and thank you for following up on pushing out the refund check. I will look out for the check to be forwarded to my *********************************** address. All my mail is routed and forwarded via **** from my primary to this temporary address. 
  

  If any issues arise, I will attempt to touch base with you all again via BBB. 
  

  Thank you all again! 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 11, 2024 was last call I had with this company for service to car starting on June 24th.Amount paid for contract: $3,287.37 Business committed to provide complete vehicle warranty coverage, bumper to bumper (except keys, tires, wheels)On June 21st, I was driving when a plume of white smoke erupted from the rear of the car. A check engine light appeared with an error reading "Service Electronic Throttle Control". I immediately took my car down the road to the dealership I frequent.During the last several weeks, the dealership has torn the engine down to find the route cause of the issue.It had been determined that the oil pump had failed, resulting in a P06DD DTC error. This in turn caused inadequate lubrication throughout the engine, causing consequential damage, as stated on the technicians report. There was also a crack in the radiator causing the upper radiator hose to blow off under pressure, though the technician states that this was not he cause of the engine failure as the oil pump was the root cause. The DTC's indicated NO OVERHEATING.Interstate National Dealer Services has refused to cover the damage several times now, opting only to cover the Radiator. Leaving me with a dead engine. Their report from the inspector they sent out does NOT match the notes by the technician at the dealership. Stating that the Radiator failed and caused extreme overheating. And they cite the clause in their contract that if extreme overheating occurs, I am required to stop driving and get towed. Considering I was not aware of any extreme overheating and no error codes reflect any extreme overheating, this means they are outright lying on their report.I asked them to send another inspector on my second call with them, and I was denied. Informed only that they will stand firm on their decision and will not be covering anything beyond the radiator which they consider the root cause of failure.Company is a scam, will do anything to get out of covering engines.

  

  Business Response

  Date: 07/17/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your Jul 11, 2024, email and letter and forwarded them to me for review and response.INDS administers the ************************************ ********* contract") that ***************************** purchased from ******************* on July 12, 2022. We hope you find the following information helpful.
  
  The service contract ******************** purchased is not a warranty or insurance. It's important to note that coverage is not automatic when a claim is filed. The service contract lists covered components, non-covered components, and events excluded from coverage. It's crucial to understand that certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  We have reviewed the claim and have determined that the claim adjudication was proper per the terms and conditions of the service contract. By his admission,******************** drove the vehicle after "a plume of white smoke erupted from the car's rear. A check engine light appeared with an error reading "Service Electronic Throttle Control."  At that time, ******************* knew or should have known that a failure had occurred but continued to drive the vehicle to the repair facility.
  
  Under section 6. WHAT YOU SHOULD DO IN THE EVENT OF A FAILURE, subsection 1. states,"Prevent Further Damage - You should use all reasonable means and precautions to protect Your Vehicle from further damage. This Service Contract will not cover damage caused by not securing a timely repair of the failed component. THIS SERVICE CONTRACT DOES NOT COVER REPAIRS TO SEIZED OR DAMAGED ENGINES DUE TO CONTINUED OPERATION REGARDLESS OF CAUSE OR WITHOUT SUFFICIENT LUBRICANTS OR COOLANT. YOU ARE RESPONSIBLE FOR MAKING CERTAIN THAT THE OIL AND TEMPERATURE WARNING LIGHTS/GAUGES ARE FUNCTIONING PROPERLY. YOU MUST PULL OFF THE **** IMMEDIATELY AND DISCONTINUE VEHICLE OPERATION WHEN EITHER OF THESE LIGHTS/GAUGES INDICATES INADEQUATE PROTECTION OR PERFORMANCE OR WHEN OVERHEATING OCCURS."
  
  It was noted that the vehicle was almost empty of coolant due to the cracked radiator, and the top hose was blown off the radiator. The radiator failure is indeed covered, and we will participate in the repair of the radiator only. It was also noted that the oil was low and ***** miles overdue.
  
  Section 9. EXCLUSONS states FOR ALL COVERAGE LEVELS, THIS VEHICLE SERVICE CONTRACT PROVIDES NO COVERAGE OR BENEFITS FOR THE FOLLOWING:
  
  E.ANY FAILURE RESULTING FROM CONTAMINATION OR LOSS OF FLUIDS, FUELS, COOLANTS OR LUBRICANTS; ABUSE; NEGLIGENCE; LACK OF NORMAL MAINTENANCE REQUIRED BY THE MANUFACTURERS MAINTENANCE SCHEDULE FOR YOUR VEHICLE; IMPROPER SERVICING AFTER THE EFFECTIVE DATE OF THIS SERVICE CONTRACT; SLUDGE BUILD-UP OR FAILURE TO MAINTAIN PROPER LEVELS OF LUBRICANTS AND/OR COOLANTS; NOT PROTECTING THE VEHICLE FROM FURTHER DAMAGE WHEN A FAILURE HAS OCCURRED.
  
  J.REPAIRS TO SEIZED OR DAMAGED ENGINES DUE TO CONTINUED OPERATION REGARDLESS OF CAUSE OR WITHOUT SUFFICIENT LUBRICANTS OR COOLANT. YOU ARE RESPONSIBLE FOR MAKING CERTAIN THAT THE OIL AND TEMPERATURE WARNING LIGHTS/GAUGES ARE FUNCTIONING PROPERLY. YOU MUST PULL OFF THE **** IMMEDIATELY AND DISCONTINUE VEHICLE OPERATION WHEN EITHER OF THESE LIGHTS/GAUGES INDICATES INADEQUATE PROTECTION OR PERFORMANCE OR WHEN OVERHEATING OCCURS.
  
  All evidence received confirmed that the vehicle had overheated due to the continued operation of the vehicle in a failed state.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21975018
  
  I am rejecting this response because:

  You keep stating that Extreme overheating caused the issue and yet the technician notes specifically state that NO OVERHEATING occured as there were no DTC Codes to indicate this. And the only indication I had on screen of something wrong was the Electronic Throttle Control, something that wouldn't cause my engine to die. The Technician notes explicitly list the Oil Pump as the root cause of failure, which caused the engine to die. The claim inspector was shown this, they recorded video of the oil pump at the time, and were told what the issue was. Instead you keep resorting to extreme overheating, which was already proven to not be the cause, and you instead expect me to pay out of pocket to have it tested again. Which would require a complete rebuild of the engine to demonstrate what was already recorded by your team.

  No, this is not an answer to my problem. Driving it would be irrelevant when the error on my screen at the time was NOT in relation to an overheating issue nor was it a part that would have caused major damage.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/25/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your July 18, 2024, email and letter and forwarded them to me for review and response.INDS administers the follow-up. There has been no new information provided that would alter our decision.
  
  In his rebuttal, ******************** indicated that the technician notes states that there was no overheating. However, the technicians report simply says that there were no codes to indicate overheating. As previously stated, the evidence the claims team received confirmed that the vehicle had in fact overheated due to the continued operation of the vehicle in a failed state.
  
  The repair facility reported that when the vehicle was driven into the repair facility, there was a lot of smoke due to overheating and a loud knocking noise. After a teardown, the repair facility found the main bearing scored.They felt that the loss of coolant caused the engine to overheat, and the oil was baked and thick. There was movement in one rod, and the main bearings failed. There was no freeze frame data, only active codes.
  
  The technician concluded that the engine had reached such high temperatures that it had effectively 'cooked' the oil, leading to a lubrication issue in the lower end. Furthermore, the repair facility reported that the coolant was practically empty upon arrival due to a cracked radiator and a blown top hose.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty For my car. My car became in operable on April 10, 2024. It has been in the mechanic shop since April 10. I am told that the warranty company will not honor contract if I do not have all my maintenance receipts. They take the money out of my account every month, I would like to be refunded all of my money because they are not honoring the contract if i can not come up with all of my maintenance receipts

  

  Business Response

  Date: 05/17/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your May 10, 2024, email and letter and forwarded them to me for review and response.INDS administers the ************************************ ********* contract") that ***************************** purchased from American Heritage on November 22, *****. We hope you find the following information helpful.
  
  The service contract ************** purchased is not a warranty or insurance. It's important to note that coverage is not automatic when a claim is filed. The service contract meticulously lists covered components, non-covered components,and events excluded from coverage. It's crucial to understand that certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  As the contract holder, ************** is responsible for maintaining the vehicle per the manufacturer's specifications and retaining verifiable receipts for all parts and materials. INDS has the right to request maintenance records for verification that all maintenance has been performed per the maintenance requirements. It's crucial to understand that failure to maintain the vehicle can result in a claim denial per the Exclusions section, which states "For all coverage levels, this *************** Contract Provides NO Coverage or Benefits for the following: E. LACK OF NORMAL MAINTENANCE REQUIRED BY THE MANUFACTURER'S MAINTENANCE SCHEDULE FOR YOUR VEHICLE; IMPROPER SERVICING AFTER THE EFFECTIVE DATE OF THIS SERVICE CONTRACT;"
  
  It's also your active participation that's required as the contract holder. You need to authorize a teardown to determine the cause of the failure and extent of the damage. This step is crucial in the claim process and underscores your direct involvement.  
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty for my vehicle in 2019. I was denied service on it in April 2024 due to an unmentioned limit of liability clause in the contract. There was no explanation of this clause by the institution that provided the warranty, nor was it on any of the informational pamphlets provided by the company that administers the warranty. The only mention is within the legalese of the contract. This information should be displayed prominently in plain language alongside the other limitations of the warranty. I was told that the limitations were based on mileage and time I owned the vehicle. There was no mention of a limit on the dollar value of the repairs versus the value of the vehicle. At no point during my use of the warranty was there any communication about the total amount spent they on the vehicle or any warning that service would be discontinued. This has put me in a situation where I, unexpectedly, can not afford to repair a vehicle I need to get to work. Additionally, when I contacted the warranty company to try to better understand the situation, they were unable to provide me with a way to verify their determination of the value of my vehicle. I was told that the dealership provides those numbers. So the consumer is left in a situation where they will lose this service at an undetermined point in time based on a changeable number that they don't have ready access to. The contract language states that the limit of liability is the **** actual cash value of the vehicle at the time of failure. But there doesn't seem to be any way to find out this specific number. Most car valuations offer a range, usually for trade in or private sales. I find these practices to be opaque at best, dishonest and scammy at worst. Now I am continuing to pay for this service through my vehicle loan, approximately 30 dollars per month, or 3000 over the course of the loan. But as I continue to pay I am receiving nothing for it.

  

  Business Response

  Date: 04/29/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your April 23, 2023, email and letter and forwarded them to me for review and response. INDS administers the ************************ ********* contract") that *************************** purchased from the ********** of ********************** on January 22, *****. We hope you find the following information helpful. 
  
  Our team has meticulously reviewed the file and arrived at a comprehensive assessment of the vehicle's actual cash value, which currently stands at $6,800.00. We have diligently processed a total of $4,189.64 towards claims filed against the service contract to date. This leaves an aggregate amount of $2,610.36 remaining on the service contract. 
  
  For the current claim, we would like to bring to your attention the specific concerns: ***** brake calipers, an oil leak at the brake vacuum booster, and the catalytic converter. The oil leak is eligible for coverage for an estimated cost of $1,500.00. However, it's important to note that failures due to rust are excluded from coverage under the section EXCLUSIONS, which clearly states, "For All coverage levels, this ************************ Provides NO Coverage or Benefits for the following: subsection E. ANY FAILURE RESULTING FROM RUST OR CORROSION"
  
  The COVERAGE section states, "The components listed below, within the Coverage level indicated on the Administrator copy of the Confirmation Page and Your Identification Card, are covered by this Service Contract." The catalytic converter is not listed as a covered component under any coverage level.  
  
  In his complaint, ******************** indicated that he did not know the limit of liability. However, the ************************ Confirmation Page clearly states, "The Contract Purchaser whose signature appears below acknowledges that: (10) I have read and understand the Limit of Liability as defined in Item 4. Terms and ******************************* contract has a limit of liability under the sections TERMS AND CONDITIONS and subsection 4. LIMIT OF LIABILITY states, "The Aggregate limit of liability shall be equal to the **** actual cash value of the Vehicle at the time of Failure. Once the Limit of Liability has been reached, this Service Contract, along with its transfer and cancellation rights terminates." The vehicle's value is determined using the **** actual cash value of the vehicle. The actual cash value is based on the vehicle's condition and mileage at the time of failure.
  
  It's important to note that, above the signature line, it is clearly stated that "By signing the service contract, you confirmed that "I at this moment declare that I have read the terms of this Confirmation and I understand and accept all the provisions therein." This confirms your understanding and acceptance of the terms and conditions of the service contract.  
  
  A vehicle's value is based on its condition and mileage at the time of failure, which is standard industry practice. This ensures a fair and accurate assessment of the vehicle's value.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My claim # is ********. My truck broke down last Thursday.2-28-2024. I had it towed to a garage where they told me the radiator split a seam and overheated. The warranty people fixed that. But the damage apparently blew the head gasket. This should be covered under warranty, I read it front to back. The warranty company denied the claim on the head gasket saying I drove it too far after seeing it was damaged, which is a lie. As soon as I saw the steam, I turned it off. I did not continue driving the truck. As the inspecter says. He wasnt there. I was.As soon as I saw steam, I shut it down. It was 5-10 seconds at the most. I'm an honorable man. Did my service for this country. I do not lie. I purchased a warranty from this company, the part is covered. They need to do the honorable thing and fix my truck.

  

  Business Response

  Date: 03/11/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your March 5, 2024, email and letter and forwarded them to me for review and response. INDS administers the ************************************ ********* contract") that ********************************* purchased from South Carolina ******************** on April 7, 2022. We hope you find the following information helpful. 
  
  We have reviewed the file and determined that the engine damage claim adjudication was appropriate based on the terms and conditions of the service contract. According to the file, on February 22, 2024, the claims team authorized and paid $735.78 to ****** and Sons Automotive to replace the radiator. The same day, another repair facility, ***** Auto Repair ("repair facility"), called to initiate another claim, stating that the radiator had been replaced. Still, the engine was diagnosed with a possible head gasket failure. The claims team explained that per standard procedure, they would need to diagnose the cause of failure and the extent of damage. Once they provided the claims team with the diagnoses, the claims team would then send a third-party inspector. 
  
  The repair facility called back on February 27, 2024, and reported that the engine was ready for inspection. On February 28, 2024, the inspection report verified the extent of the warpage, which occurred due to the vehicle's continued operation in an overheated state. The evidence shows that the failure was not sudden. The service contract excludes coverage for failures due to the vehicle's continued operation in a failed state. It is the responsibility of the contract holder to prevent further damage when a failure has occurred.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21386914
  
  I am rejecting this response because: I absolutely did not drive the vehicle after damage was done. I soon as I saw the steam, I shut the truck down. The heat gage nor the oil gage ever moved. I am a 55 year old former Marine, my brother is a master mechanic. I know to shut the engine off when it starts to overheat. This is just y'alls way to try and not pay the claim. I have been paying for your product (warranty). I deserve to get a product. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/18/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your March 11, 2024, email and letter and forwarded them to me for review and response. No new information was provided that would alter our decision.
  
  The undisputed truth is that the radiator was leaking, the loss of coolant caused the engine to overheat. the warpage of the cylinder heads, and the intermix of oil into the coolant system and lower hose proves that the engine was operating in a failed state before the steam from under the hood. 
  
  Section 9 EXCLUSIONS states, "FOR ************ LEVELS, THIS VEHICLE SERVICE CONTRACT PROVIDES NO COVERAGE OR BENEFITS FOR THE FOLLOWING: ********** TO SEIZED OR DAMAGED ENGINES DUE TO CONTINUED OPERATION REGARDLESS OF CAUSE OR WITHOUT SUFFICIENT LUBRICANTS OR COOLANT."
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: ********
  
  I am rejecting this response because: Please reference original complaint # ********. My truck is STILL In the shop 7 weeks later. All for nothing. The insurance adjuster that the warranty company sent out was completely wrong about the heads being warped. They WERE NOT WARPED. the ****** shop confirmed this. As well as the repair shop. So all my truck needed was new head gaskets. Not new heads and a rebuild. Now I am out $6K because their insurance adjuster was wrong. This warranty company needs to be held liable.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/23/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your April 16, 2024, follow-up email and letter and forwarded them to me for review and response. No new information was provided that would alter our decision. 
  
  The third-party inspector is not an insurance adjustor; this is not an insurance product but a service contract. Coverage is not automatic when a claim is filed. The service contract lists covered components, non-covered components, and events excluded from coverage. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  In this case, the radiator was leaking, and the loss of coolant caused the engine to overheat. The repair facility also stated that the overheating condition from the leaking radiator caused the head gasket to fail. Any damage caused by overheating is excluded, regardless of whether the third-party inspector found warpage to the cylinder heads. 
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21386914
  
  I am rejecting this response because:

   

  The key word on this complaint from Revolos is "continued". I did not CONTINUE to drive the truck after I saw the steam coming from the truck. I am obtaining a letter from the machine shop that states the heads were not warped and no visible damage was found other than a blown head gasket. If this is not taken care of. I will be taking this to small claims court.

   

  ***** T Pendleton 

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/23/2024

  Interstate National Dealer Services, Inc. dba Revolos ('INDS') received your May 17, 2024, follow-up email and letter and forwarded them to me for review and response. We understand that this situation has been frustrating for **********************, and we want to assure him that we have thoroughly reviewed the claim. However, as explained before, no new information was provided that would alter our decision. 
  
  As previously explained, there is clear and substantial evidence that the radiator was leaking, and the loss of coolant caused the engine to overheat. The warpage of the cylinder heads, confirmed by the inspection report and pictures, and the intermix of oil into the coolant system and lower hose prove beyond doubt that the engine was operating in a failed state before the steam came from under the hood. The evidence also shows that this was not a sudden loss of coolant.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was purchased with 2 year Diamond Package warranty, when filing claim on warranty parts and service was denied due to original equipment purchase on the machine. Will be pushing this through legally till they obligate to the terms they provided.

  

  Business Response

  Date: 03/06/2024

  Interstate National Dealer Services, Inc. dba Revolos (INDS) received your August 1,2023, email and letter and forwarded them to me for review and response. INDS administers the RpmPlus *************************************** contract)that ************************************* purchased from ******************* on February 21,2022. We hope you find the following information helpful.
  
  We have reviewed the file and determined that the claim adjudication was correct per the terms and conditions of the service contract. The service contract that was purchased is not a warranty, nor is it insurance. Coverage is not automatic when a claim is filed. The service contract lists covered components,non-covered components, and events excluded from coverage. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  The coverage level that ************** selected is the Diamond, and the coverage type is Used. Several optional coverages include Older vehicle/unit, Wear & tear, Modified vehicle/unit, etc. ************** only selected the Optional coverage for older vehicles/units.
  
  According to the file, the claims team had authorized a front differential repair due to a mechanical failure of an internally lubricated part for an authorized amount of $2,392.53. The facts, evidence and a third-party inspection report, which indicated that the bushings, splines to the driveshaft, and steering gear have excessive play due to normal wear and tear for the time and miles of the vehicle, supports the claim denial. As stated, ************** did not purchase the Wear & tear optional coverage, any failures due to wear and tear are not covered.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21365463
  
  I am rejecting this response because:

  In response rejection is just for "Clutch" Components and not mentioning the "Prop" shaft or any other "Driveline" component that was denied for service warranty and completely understand the specific driveline was denied, those parts cannot conduct any maintenance other than bearing replacement with lubrication too, which was meticulously taken care of from purchase.

  Dealership forget to mention to the investigator the "Clutch" that was recently "warrantied" was completely serviced with replaced internal parts that should be still under warranty from can-am, The entire clutch service is being denied when I personally was advised after service was completed this machine would not need the can am recommended 500HR clutch service, this machine currently has 436HRS and now being told the clutch needs to be replaced again? 

  "According to the file, the claims team had authorized a front differential repair due to a mechanical failure of an internally lubricated part for an authorized amount of $2,392.53. The facts, evidence and a third-party inspection report, which indicated that the bushings, splines to the driveshaft, and steering gear have excessive play due to normal wear and tear for the time and miles of the vehicle, supports the claim denial. As stated, ************** did not purchase the Wear & tear optional coverage, any failures due to wear and tear are not covered."

  ***Please advise I was not or never offered any option for "wear and tear" in any form, otherwise would of been purchased.***

  From purchase of machine and warranty contract I the owner was never advised of the parts mentioned in service notes of different weights installed until this specific service was done. At which I feel that not only did the warranty fail to require details when this contract was purchased, when all service records of this machine were not shared while purchasing. Yes dealership needs to be more apparent when selling a used machine. These records were now mentioned to me stating they did install a new clutch in 2020 on the machine but did replace internal parts a 2nd time recently which this should of never been warrantied from day one being a "modified" clutch that I was never told about.

  This is simply sloppy services from all parties involved and now which I the owner of the machine have to accept because you have a certain process to this but all this recent service to the clutch is proof to why the denial is false and does not apply to the clutch components itself at all, I really don't need this on top of my daily struggles with daily life mental health fighting PTSD as decorated combat veteran being completely disrespected to the fullest. A judge needs to hear this up front of how unsympathetic, unprofessional your company is to good people that don't deserve this and have made quite aware to multiple parties of how this situation is making my life that much more difficult. This Machine was used as not only my way to escape the terrors of my past but help other veterans facing the same demons everyday.

  Sincerely,
  
  ********************************* - Retired 34th Infantry Division - Operation ***** Freedom/ Enduring Freedom/ New **** & Global War On Terror recipient medals - 5 AAM's - Special Honors

  

  Business Response

  Date: 03/12/2024

  Interstate National Dealer Services, Inc. dba Revolos (INDS) received your follow-up email and letter dated March 7, 2024.We have reviewed the information that ************** provided, and at this time, the claim remains denied. As explained in our previous response, it was determined that the failure was due to pre-wear-and-tear failure and is excluded from coverage.
  
  The claims team can only rely on the information presented to them by the repair facility, and an independent inspection company validated that. The repair facility must demonstrate a mechanical failure unrelated to time, miles/wear and tear. The steering gear,bushings, and splines with excessive play are due to wear. If the repair facility can demonstrate something different from the previous inspection, the claims team will have another inspection performed. The inspection report can only report the machinal failures demonstrated by the repair facility.
  
  If the repair facility can demonstrate something different, they must call the claims department for another inspection.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21365463
  
  I am rejecting this response because:

  Dealership has been informed to keep this open while in pending status for additional inspection needed.

  All parties except for warranty provider "Interstate National Dealer Services dba Revolos" are on same understanding the clutch service and components in inspection should be covered due to recent service of denied internals parts of the clutch, which would not classify as "Excessive wear and tear" if said parts and recent service invalidates the inspectors understanding of non original parts. Was over looked and in process of opening additional inspection through service provider to now better explain the entire back story of said denied "Clutch" parts only. Any further parts mentioned in inspection as to "Prop" shaft would be original equipment installed on the machine from factory. In complete agreement that "prop" shaft bearing and components are not covered and a very simple maintenance, they exaggerations of excessive wear and tear to the clutch does not stand and which at this time this matter will stay open till correctly addressed.

  The machine was fully operatable, functioned as should but needed simple internal clutch parts replaced, which the machine is now inoperable, our cause to helping veterans further will now have to come to an end due to financial hardships and current failing economy.  

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nightmare on Jan. 23,2024 , when my Ninja 400 ABS wouldnt start and I towed it to the dealership in GOOD FAITH, that a certified technician would be diagnosing my Ninja 400, they advised me that they would look into diagnosing in three week since they were full of work. I patiently waited and provided oil maintenance as well, my Ninja 400 has 9, 525 miles. ** February 19th the dealership ( advisor) calls me a let me know that the reason it doesnt start was because a starter rely , which is covered on warranty, I was happy thinking that was it and nothing else was mentioned. Then they replace the relay and it still wouldnt start , so they told me that they needed a tear down approval which is $1,000 to look inside the internal parts on the engine to see what going on. They said it can go either way warranty might cover. I said approved because I thought it was a manufactured defective. Adjuster went by and didnt even notify us so we can be present, turns out the tech stated that there was no oil in the engine. He DENIED my claim ,and with an invalid reason! Stating no oil, Which is in accurate because he drain the motor oil on a pan. Upon looking at the recommendations it inconsistent with what the tech and adjuster are stating. The journal crankshaft shows NO CAVATION, theres little silver metal shaving , one rod was broken and came apart while the other one still in tact. The color of the shavings also has a story to tell. For instance, shiny aluminum particles are generally a sign of unusually speedy wear on engine surfaces. Copper, bronze, or brass shavings indicate wear or damage to engine bearings or bushings. There was no copper shaving!! I requested a revisit with us present and they denied us. They have FAILED to stated the *** codes, oil level indicator, I feel Im being taken advantage because Im a female, I sadly I have to file a complaint so it doesnt happen to others. I requesting a revisit and full payment for this repair.

  

  Business Response

  Date: 03/04/2024

  Interstate National Dealer Services, Inc. dba Revolos ("INDS") received your February 27, 2024, email and letter and forwarded them to me for review and response. INDS administers the RpmPlus ****************************** ********* contract") that ********************************* purchased on March 19,2022, from ***************************. We hope you find the following information helpful.
  
  We have reviewed the file and have determined that the adjudication of the claim was proper per the terms and conditions of the service contract. The service contract that you purchased is not a warranty, nor is it insurance. Coverage is not automatic when a claim is filed. The service contract lists covered components, non-covered components, and events excluded from coverage. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  There is clear evidence to support that the cause of failure is a lack of proper lubrication, which caused the catastrophic failure. The claims team had a third-party inspection performed, and the report indicated that the engine had been disassembled, exposing the upper and lower end of the engine. The inspection picture verifies the lack of lubrication damage, and the repair order indicates that upon diagnosing the engine for a locked-up condition,there was no oil in it.
  
  Failure due to the lack of lubrication is excluded from coverage under section 9 Exclusions, subsection H., which states, "DAMAGE CAUSED BY LOSS OF OIL,LUBRICANT OR COOLANT IF DEEMED TO BE A RESULT OF MISUSE, ABUSE, NEGLECT OR LACK OF MAINTENANCE."
  
  The contract holder is responsible for checking and maintaining the proper engine oil level as required in the owner's manual. It is also a requirement that you maintain the unit per the manufacturer's recommendations and retain the receipts and maintenance logs. The receipts must have the dates and the unit's miles/hours, including what services were performed and when. Not doing so is considered neglect and lack of maintenance.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.