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

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: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.

• Initial Complaint

  Date:02/06/2024

  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.

  On 11/28/2023 my check engine light came on. I immediately took it to my dealership for evaluation. After oil consumption testing and exploratory diagnosis of the engine, it was determined to be failed bearings on the roller tip lifters. I purchased the Ultimate extended warranty plan (Classic and ****************** covers engine failure, and Ultimate coverage expands that coverage even further) from Interstate Assure Guard through my bank when I purchased the vehicle on 1/13/2023. Assure Guard sent an inspector to review the findings and requested further teardown and more diagnostics on the engine. The repair shop did as they requested which verified the failed engine components. Assure Guard sent another 2 inspectors and requested more work and pictures. The shop has over 17 hours of work into this. My truck has been in the shop and torn down for over a month. They have increased my costs. I have had no vehicle since this started. As of 2/3/2024 I was informed that they are denying the claim for 'carbon build-up' which the shop and an independent IA from Claims Solutions (that I hired) stated that carbon build-up is NOT the cause of the problem. This is obviously a covered part based on my contract. I have attached my service contract as well as diagnostic letters and photos from Chrysler and the IA.

  

  Business Response

  Date: 02/13/2024

  Interstate National Dealer Services, Inc. dba Revolos (INDS) received your February 6,2024, letter and forwarded it to me for review and response. INDS administers the ************************************ ******** contract) that ******************************* purchased on January 13, 2023, from ******************** We hope you find the following information helpful.
  
  We have reviewed the file and have authorized the engine replacement for $8,412.34. The claims team has also approved the rental with a reimbursement of up to $300.00, with a copy of a rental agency invoice for days that equal that amount.
  
  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: 02/15/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/20/2023

  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.

  Purchased a warranty through the financing agency on a 2018 GMC **** back in 2019. First claim I filed with engine damage (lifter/cam failure) they denied due to a suspension modification surcharge not checked on the contract. The financing agency charged me for all the other surcharges, but not this one. The vehicle was purchased with a dealer installed suspension modification that did not go over what the warranty guidelines are. No help from financer, no help from interstate dealer services. They said the modification voided all power train coverage. Anyone in this industry can tell you a suspension modification doesnt cause lifter failure. This company will surely take your money, but will not help with anything else. End consumer gets screwed out of money and corporations walk away laughing. Everyone wins except the customer. This company is a SCAM. Take care of your paying customers.

  

  Business Response

  Date: 12/27/2023

  VIA BBB COMPLAINT PORTAL
  
  December 22, 2023
  
  BBB
  ************************************************************************************************; 30022
  P: ************
  F: ************
  Email:  **********************************************
  URL:  *********************************************
  
  
  
  RE:   BBB ID Number:                         21035515
         Contract Holder:                          *****************************
         Service Contract Number:           ******** AAG
  
  Dear Sir or Madam:
  
  Interstate National Dealer Services dba Revolos (INDS) received your December 20, 2023, letter and forwarded it to me for review and response. INDS administers the ************************************ ******** contract) that ********************************* purchased on May 22, 2019, from the Alliant Credit 2019, (SELLER). I have reviewed this matter and hope you find the following information helpful.
  
  We have reviewed the file and find that per CarFax, the vehicle is now being offered for sale by ***************** in ********* ***** as of December 23, 2023. As ******************** no longer owns the vehicle, we would not be able to reconsider the claim denial.
  
  By pointing out the foregoing, PASI 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 Regulatory

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21035515
  
  I am rejecting this response because:

  I traded in the vehicle as I was told the warranty I purchased was not valid. Instead of paying for a $10,000 engine repair, I opted to use those funds and purchase a new vehicle under duress. I asked if there was ANY recourse in multiple phone conversations with your organization and I was told no. Waiting around for someone to review the claim for days is not an option. Terrible customer service and terrible organization. I have also passed the information along to Alliant in hopes that they do not sell your terrible service to anyone else, and they are reviewing on their end as per my conversation with them. 
  

  What would your recourse be had the vehicle not been traded into the repairing dealership?

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

  

  Business Response

  Date: 01/05/2024

  Interstate National Dealer Services dba Revolos (INDS) received your December 28, 2023, follow-up and forwarded it to me for review and response. We hope you find the following information helpful.
  
  According to the file, during the handling of the claim, it was discovered there were modifications to the suspension and tires that exceeded the factory specifications, and the claim was denied as the service contract provides no coverage or Benefits if there have been any modifications made to your vehicle.
  
  ******************* made several calls to the claims team, and each time, he was provided with the reason for the denial and where in the service contract he could find the language for the exclusion for modifications. He insisted that the claim be reviewed and overturned, demanding to talk with a supervisor. Again, our supervisor explained the reason for the denial.
  
  On January 5, 2023, the ************ requested the service contract be canceled, the pro-rated amount that we able to refund is $309.41.
  
  By pointing out the foregoing, PASI 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: 01/05/2024

   
  Complaint: 21035515
  
  I am rejecting this response because:

  The truck was sold as it was from a dealership. It is not the end consumers responsibility to ensure the contract SOLD meets your expectations. The contract was sold for around $1700 and as the truck was sold from the selling dealer modified and it was made known at the time of purchase. You have stolen the un-returned balance from me since the contract was never actually valid seeing as the product you sold me was VOID FROM THE BEGINNING. I want a refund for the full amount paid.

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

• Initial Complaint

  Date:12/13/2023

  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.

  This so called company supposedly provides a extended warranty service to consumers. I am one of those consumers who purchased a warranty from this company. i sent my covered product to a repair facility, where they have come to a conclusion of what the failure was, a failure that is covered in my warranty. but REVOLOS has not and will not accept this diagnosis and has denied claims for repairs multiple times without even giving a real, understandable, and or reasonable explanation of why they have denied coverage. i have a mutually agreed audio recorded statement from the shop where my product is currently located, which i am happy to provide. i have video evidence of the failed part that cause the the need to even use my warranty, which i am happy to proved. attached to this complaint is my contract with Revolos, and also the invoice for repair from the facility where my product is located.

  

  Business Response

  Date: 12/19/2023

  Interstate National Dealer Services, dba Revolos ("INDS") received your December 13, 2023,  email and letter and forwarded them to me for review and response. INDS administers the Equi-Pro ****************************** ********* contract") that ********************************* purchased on May 8, 2023, from *************************. We hope you find the following information helpful. 
  
  Coverage is not automatic just because a claim has been filed. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions. 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. 
  
  According to the file, on October 25, 2023, the repair facility called the claims team to report that he had diagnosed the cause of failure to be the fuel injector's spray pattern,  and he stated that he could demonstrate failure to a third-party inspector. When the inspector arrived, the repair facility was unable to demonstrate the injector failures or spray pattern. 
  
  The failures that were shown were burnt valves, causing excessive heat to damage the internal engine and cylinder heads. The excessive heat also damaged the valve seats, pistons, and cylinder walls. Burnt valves are specifically excluded from coverage, as explained under section 9. EXCLUSIONS, sub-sections M and F.  
  
  This extent of damage is directly related to the continued operation of the vehicle in a failed state. The contract holder is responsible for preventing further damage to the vehicle as explained in Section 6 WHAT YOU SHOULD DO IN THE EVENT OF A FAILURE.
  
  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:11/29/2023

  Type:Sales and Advertising 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.

  ********* ***** called Assureguard on November 14th to gain additional information on coverage BEFORE doing any work on my vehical. The Assureguard representative informed ***** (************************ Worker) that ultimately everything would be covered EXCEPT if there is sludge found. The Assureguard representative stated maintenance records were not required because I was a very new owner any any previous damage was not excluded from coverage. ********* ***** then processed with taking apart my engine to diagnose the problem after being reassured by Assureguard everything will likely be covered. Once the dealership had a final diagnosis they called for the claim adjuster to come out who ultimately denied my claim as not covered .. but it was already confirmed as covered during the November 14th phone call. I now owe approximately ***** to the dealership for repairs that the Assureguard representative said was covered and I'm without a vehicle. I called and spoke to management who said they listened to the call and no such thing was said. That is false information. I obtained the recording from ********* ***** which I have attached. Assureguard is responsible for this claim and if it's not resolved ASAP my next step will be to file a lawsuit.

  

  Business Response

  Date: 12/07/2023

  VIA BBB ONLINE COMPLAINT MANAGEMENT SYSTEM
  
  December 7, 2023
  
  BBB of Metro Atlanta, ****** & NE *******
  **************************************************
  Suite ***************************************
  ************
  
  RE:  BBB ID Number:       20935985
         Contract holder:       ***************************
          Service Contract #: ******** AAG
  
  Dear Sir or Madam:
  
  Interstate National Dealer Services (INDS)dba Revolos received your November 30, 2023, letter and forwarded it to me for review and response. INDS administers the ******************* Contract (VSC)that ******************************* purchased from ******************* on August 22, 2023.We hope the following information is helpful.
  
  The claims team has contacted ******************** to discuss the issues raised in her complaint. We will be proceeding with the claim. We will also be covering the inspection delay of seven (7) days and an additional five (five) days, for a total of 12 (twelve) days of rental.
  
  By pointing out the foregoing, INDS and their 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
  APD Compliance 

  Customer Answer

  Date: 12/07/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/02/2023

  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 called Revelos to confirm the broken part was covered and it was. I instructed the repair shop to contact Revelos for prior authorization and they did contact them. Unfortunately they did not get the authorization before preforming the work. Now Revelos is refusing to allow a claim. My issue is the is the second time this has happened to me with Revelos. I am now out of pocket for over $1,000.

  

  Business Response

  Date: 11/09/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your November 2, 2023, email and letter and forwarded them to me for review and response. INDS administers the RpmPlus ******************************* ******** contract) purchased on December 22, 2020, from RideNow Powersports Suprise. We hope you find the following information helpful. 
  
  We have reviewed the file and found that the adjudication of both claims was correct per the terms and conditions of the service contract. According to our file, on January 4, 2023, the claims team reviewed a no prior approval claim and found that the invoice needed information such as the complaint, the cause of failure, and what was done to correct the issue. On this claim, the first issue was missing hood pins. The service contract does not cover missing parts, nor does it cover body items. The second item was that the right rear center radius bolt was broken. The notes indicated that the repair facility could not confirm this, as ********************** repaired before the visit, which resulted in no failures being shown. 
  
  On November 2, 2023, a claim was called in for a complaint of the tires would wander and sloppy steering. The repair facility found an internal failure of the rack and pinion. The repair was done before the repair facility called the claims team for approval. Coverage is not automatic just because a claim has been filed. Specific requirements must be met for a claim to be covered, and there are also coverage exclusions. As we were not afforded the right to determine if a coverable failure had occurred, the claim was denied.
  
  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:10/06/2023

  Type:Product 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 ****** Forester from ******************, a dealership in ******** **. The car was purchased with an exteded warranty from North Star by Revolos for the amount of $1365.00. I have had issues with the horn not working correctly and took the car back to automotive avenues to determine the cause. The advisor ****** stated the technician said it was a clock spring that needed replacement and is part of the safety system which also controls air bag function. ****** submitted a claim to Revolos and was denied three times even though the repair says is covered by my platinum aggreement with North Star Revolos. I have been on the phone with numerous reps from Northstar saying they denied the claim even though it's clearly stated the "horn" is covered under electrical. I have been on the phone back and forth from the dealership along with North Star and even spoke to a supervisor named ******* who was rude on the phone and refused to address my problem. I asked for a refund and numerous reps has not given me correct information regarding a refund even though I have not been able to use this warranty to fix a simple horn issue. The dealership along with the Northstar have been pointing the finger at each other to blame for this issue. I believe this is a case of breach of contract as well as fraud. The way revolos has handled this on going issue in such an unproffessional matter makes me believe this company has scammed me out of my money. I demand a full refund from this company.

  

  Business Response

  Date: 10/11/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your October 7, 2023, email and letter and forwarded them to me for review and response. INDS administers the NorthStar ****************************** ******** contract) that ***************************** purchased on April 6, 2023. We hope you find the following information helpful. 
  
  We have reviewed the file and found that the claim adjudication was proper based on the terms and conditions of the service contract. The selected coverage is the Platinum coverage, which, as stated on the Declaration page, is Our most comprehensive named component coverage. Includes enhanced Gold coverage plus more to protect 20 of your vehicles major component groups. The failed part is the airbag clock spring, which is not a named component under the selected coverage. 
  
  The airbag clock springs are part of the safety restraint airbag system and, as such, are specifically excluded from coverage under section 10 EXCLUSIONS, which states, For all coverage levels, this Contract provides no coverage or benefits for the following: A. THE FOLLOWING PARTS: SAFETY RESTRAINT SYSTEMS INCLUDING AIR BAGS (SEAT BELT RTRACTOR IS COVERED).
  
  To obtain a refund, ******************** will need to follow the instructions under section 8 CANCELLATION OF YOUR VEHICLE 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.
  
  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20707275
  
  I am rejecting this response because: Exclusions in the contract do not specifically list a "clockspring" as an excluded part of the aggreement! The clockspring is the issue causing the horn not to work resulting in no horn function while operating the vehicle! This is an ongoing safety issue that this warranty company refuses to acknowledge. There was no explanation of any kind from dealership which has now been dissolved and no explanation from Revelos. This is what has caused so much confusion. I was promised at the time of sale of the extended warranty that we were covered bumper to bumper in which ****************** guaranteed. Now after trying to get a simple horn function fixed I have been denied. This is still breach of contract on Revolos part. This is unsatisfactory to me as my claim is valid. If you refuse to cover this item, Full refund of my money of said $1365.00 is demanded.    
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/16/2023

  Interstate National Dealer Services dba Revolos (INDS) has received the October 11, 2023, email and letter and forwarded them to me for review and response. No information was provided that would alter our decision, and the denial of the claim stands. 
  
  Coverage is not automatic just because a claim has been filed. The service contract lists components that are covered, depending on the coverage level purchased. In his rejection, ******************** stated that the service contract does not specifically list a clock spring as not covered by the service contract. While this may be true, the clock spring is a part of the safety restraint airbag system, which is specifically listed as not covered. 
  
  Attached is the cancellation form that ******************** may fill out and follow the instructions as indicated. I will point out that if there is an outstanding loan on the contract, the refund will be payable to the lienholder. The refund will be calculated on a pro-rata basis, per section 8, CANCELLATION OF THE VEHICLE 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.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20707275
  
  I am rejecting this response because: In order for me to agree to the cancellation I must have it in writing that all money's in the form $1365.00 will be refunded due to Revolos not fullfilling a written contract, and not honoring there own products. I will not accept a pro rated amount as you have denied your services to me and my vehicle.   
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/17/2023

  I will need additional time to fill out the form but I need clarification from the business that I will be receiveing a full refund. I have not seen that yet. 

  *************************

   

• Initial Complaint

  Date:09/21/2023

  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.

  When I had bought my vehicle I had purchased a warranty from RPM (from the dealer) because I felt it would give me peace of mind after my factory warranty expired. Shorty after my factory warranty expired I had experienced an issue where my vehicle experienced a mechanical failure. This part was specifically stated in the "covered" section of my contract. RPM sent an inspector to the dealer where my vehicle was dropped off for service and they decided that they did NOT want to pay for the repair. They said my vehicle was used on a racetrack (which was true). But there was no stipulation in my contract that a track day voided any part of my warranty. There was nothing in the contract AT ALL about track days. This was important for me because I work for a track day provider and the vehicle was purchased for that reason specifically, if there was a stipulation, I would NOT have purchased the warranty in the first place. The dealer had told me that they have never had a customer successfully had a repair paid for by RPM and that they always come in and find a reason why they don't have to pay. They take people's money and never pay for anything. I unfortunately have to pay for the entire repair even though I paid for a warranty upfront that should have covered it. I don't have the time or money to take this company to court otherwise I would because I have a written contract that states that they should have covered this repair. One top of all of this, they said because I used my vehicle on a race track, they have blacklisted my vehicle and they will not honor any future claims. So I paid for a 5-year contract that they will now not honor at all. They happily took my money and will not honor their agreement as per the contract. Again, there is NOTHING in the contract regarding track days, yet, because of that, they feel they can walk away and leave me financially responsible for the mechanical failure.

  

  Business Response

  Date: 09/27/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your September 22, 2023, email and letter and forwarded them to me for review and response. INDS administers the RpmPlus ******************************* ******** contract) that Mr. *************************** purchased on December 9, 2020, from ****************. We hope you find the following information helpful. 
  
  We have reviewed the file and found that the claim was adjudicated per the terms and conditions of the service contract. Coverage is not automatic just because a claim has been 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.
  
  Our records show that the Ducati had the headlamps, turn signals, tail lamp, brake lamp assembly, rear turn signals, and mirrors removed, and the number 8 is placed on the front fairing. These are all part of the stipulations or regulations to prepare your bike for track day competitions. At the time of purchase, the bike was a public street bike, but with the modifications mentioned, it is no longer street-legal and shows the intent of use in track day events. 
  
  Coverage for racing, competition driving is excluded for coverage under section 9. EXCLUSIONS, subsection J. We also note that on September 21, 2023, ********************** canceled his service contract, and a refund of $1,895.00 will be issued. Per the terms of the service contract, since the purchase was financed, the refund will be sent to the lienholder.
  
  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: 09/27/2023

   
  Complaint: 20639766
  
  I am rejecting this response because:
  
  Attending a track day does not AUTOMATICALLY mean the bike was used for racing.  The bike was never raced or used for competition.  Some people go to track days and ride slower than freeway speeds because they are new to riding and need to practice their skills.  The number was on the windshield because ALL racetracks (here) are monitored for sound and that is how the track identifies a bike while on track.  A single number on the windshield would never satisfy any race organization.  Also, some components were removed from the bike as recommended by many track day providers as if the bike did experience a tip over, less items would need replacing.  The items on my bike that were broken were specifically stated in the covered section of the contract.  Nowhere in the contract does it state you cant attend a track day.  If they want to deny a claim because a bike has attended a track day, then they should put that in the contract.  The only thing they list is competition use and sustained high RPM, which my bike is not used for competition because track days arent competition events.  There is no trophy or award to be earned, they are purely for fun.  As for high-RPM, well i use my bike for instruction and recovery because I work for the track day provider, I know its not sustaining constant high-RPM because its not part of my job.  There is NO evidence that the claim in my bike should have been denied other than their interpretation of how I could have used the bike.  The dealer that sold me the warranty offered to refund me my money because even they read through the contract and thought it was ridiculous that it wasnt being covered.  It was the only thing the dealer can do to help me.  Contracts need to be clear, if a claim is going to be denied for the simple reason of it attended a track day that needs to be stated in the contract.  Plain and simple.  The dealer AND the manufacturer are stepping in to help me in this situation because the warranty company isnt doing what they stated in their contract.  They need to fix the wording on their contract if that an excuse they want to use in future claims.  They (legally) cant use that excuse if it doesnt exist in the contract.  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/28/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your September 27, 2023, follow-up email and letter and forwarded them to me for review and response. We hope you find the following information helpful. 
  
  We have reviewed additional information that ********************** provided, and our decision remains the same. In his rebuttal, ********************** confirmed that he is using the bike for track day events and specifically he stated that I use my bike for instruction and recovery because I work for the track day provider. Due to this, the claim would also be denied under section 9. Exclusions, subsection K., COMMERCIAL APPLICATIONS WILL NOT BE COVERED. SUCH EXCLUSIONS WILL INCLUDE, BUT NOT LIMITED TO, VEHICLES/UNITS USED FOR LIVERY OR HIRE; SNOWPLOWING; *****, FIRE OR EMERGENCY; POOL VEHICLE/UNITS OR VEHICLE/UNITS WHCH ARE REGUKARTL HAE MULTIPLE OPERATORS; AND VEHICLE/UNITS WITH NON-STANDARD EQUIPMENT INSTALLED SPECIFICALLY OF FACILITATE COMMERCIAL USE. 
  
  The inspection report noted that there was an aftermarket tow strap installed, which would indicate towing, or work related i.e., commercial use. Prior to the rebuttal, we had no way of confirming if ********************** was using the bike for towing or work. By his own admission, he confirmed that he is using the bike for his job, which falls under the exclusion for commercial use.  For the reasons stated in our previous response and the new information provided, the claim remains denied. 
  
  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: 09/28/2023

   
  Complaint: 20639766
  
  I am rejecting this response because:
  
  I am not an employee of the racetrack, I volunteer my time and am in no way compensated for my time at the racetrack, so no, my bike is not used for commercial use.  As for the tow strap, thats ridiculous, you must have my bike confused because other than different foot pegs, the bike is entirely stock.  Even the bodywork is factory bodywork.  Sure a few items were removed for the times it does visit the track because those items arent needed and if they were left on the bike they would need to be taped up anyway.  The bike in question has done maybe 7 track days since it was purchased in 2020, so its only occasionally been used for that purpose.  
  

  Im not looking to get compensated, you have already made it quite clear that you wont do that.  BUT, you took one look at my bike and denied the claim on the basis of its a race bike.  In fact, the dealer told me you blacklisted the bike from all future claims because it was used on the track.  You said because it went to the racetrack (which is the only proof you had at the time) the claim is being denied.  You then later claimed it was denied because sustained high RPM and used for competition but that wasnt the case at all.  You had no proof of that because its not true.  The only proof you had was that it attended a track day, which is not an exclusion criteria.  The fact that you can deny a claim with ZERO proof is bad business.  The only proof you have is that it went to a race track, and THAT is not in the contract I have with my name on it.  
  

  If your company believes that doing an occasional track day will exclude the bike from coverage because it satisfies other criteria, then all Im asking is that you add that to your contract.  Right now, there is nothing in my contract about attending a track day, and a lot of people do that.  So all Im asking of you is to make your contract more clear so customers arent buying your service with false expectations. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2023

  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.

  When I bought my son's razr I purchased in full an insurance policy for the best coverage (The Diamond plan) from revolos insurance. It was to cover any maintenance and mechanical repairs should the need arise. ************* policy is good until **** or ******* miles whichever comes first. My son's rzr broke down, I took it to a certified repair shop and he filed the claim and got authorization to do the repairs necessary. The invoice was sent it but it has been a month and the insurance company has still no sent in tye payment for us to get the rzr back. The mechanic has tried calling them as well with no response other than to stand by and wait for them to contact him back. It's ridiculous at this point. We did everything on our part and this insurance is doing all they can to avoid holding up their end and issuing the payment for the repairs.

  

  Business Response

  Date: 09/21/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your September 19, 2023, email and letter and forwarded them to me for review and response. INDS administers the RpmPlus ****************************** ******** contract) that ***************************** purchased on November 18, 2022, from ****************************. We hope you find the following information helpful. 
  
  The service contract is not a warranty, nor is it insurance. The service contract lists specific components and conditions that are covered. Coverage is not automatic just because a claim has been filed. Specific requirements must be met for a claim to be covered, and there are also coverage exclusions.
  
  We have reviewed the file and found that no prior authorization was given to the repair facility to perform the repairs. The claim process was clearly explained to the repair facility and the contract holder, which needed to be followed. 
  
  We will make a one-time accommodation and assist with the repairs for $511.50. This effort on our part is not to be construed as an admission of liability or a precedent for any future claims. All future claims will require prior approval, and any non-authorized repairs completed without authorization will be denied.  
  
  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: 09/26/2023

   
  Complaint: 20625439
  
  I am rejecting this response because: The mechanic did get authorization to fix the rzr and a claim number but I still cannot get my rzr out of the shop because he hasn't received the check yet. What is the point of paying over 2 thousand dollars in full for a useless warranty that will try to side step its way of holding up their end? I cannot stress this enough, this warranty is trash and a scam. avoid at all costs!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your September 26, 2023, follow-up email and letter and forwarded them to me for review and response. We hope you find the following information helpful. 
  
  Our first choice in paying claims is with a credit card, which this repair facility refused. Due to this, a check for $511.50 was issued on September 20, 2023, ************** Enhancement LLC and mailed to the address we have on file. The check has only been out for four (4) working days, and it can take up to 10 working days for the repair facility to receive the check.
  
  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:07/26/2023

  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.

  Extremely misleading information with the extended warranty company. Anytime you speak to a customer service associate you will be told how easy the process is and they make it sound that when you have them everything will be covered as long as it fits into what plan was purchased. Once something goes awry then they only want to bandaid the issue instead of fix the issue. I was told I would be eligible for a rental vehicle while mine is being fixed but it only actually covers the amount of labor time that the mechanic shop says it will take to fix no matter how long you dont have your vehicle.

  

  Business Response

  Date: 08/01/2023

  Interstate National Dealer Services dba Revolos (INDS) has received your July 26, 2023, email and letter and forwarded them to me for review and response. INDS administers the Star ******************** contract (service contract) that ************************* purchased on July 2, 2018, from *************** CDJ. We hope you find the following information helpful.
  
  We have completed a full review of this claim and have determined the adjudication of the claim was proper per the terms and conditions of the service contract.According to our files, the repair facility could only show a cylinder head gasket failure. They could not show any failures that would require the engine to be replaced or any significant warping of the cylinder head or block caused by extreme overheating. We proceeded with authorizing the engine repairs that were needed. 
  
  On July 24, 2023, ************** called in to request rental assistance, and she was advised that rental car coverage is based on one (1) day per 8 hours of repair.We note that there was a delay on our part due to the time it took to complete a third-party inspection, so we would like to offer ************** an additional four (4) days of rental for $140.00. We must be provided with the rental car receipt supporting the rental period. ************** may send the receipt to ***************************** and I will ensure it gets to the proper person for review and payment.
  
  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.