ComplaintsforCapital Administrative Professionals, LLC

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******* & company is very shady. My claim has been denied twice for two totally different reasons. **** has put words into the service facility’s mouth, lied about required maintenance, etc. Anything he and the company can possibly do to get out of paying out on a warranty.

  Business response

  08/15/2023

  This correspondence is regarding a complaint recently reported with regards to a claim filed on behalf of ****** ****** on a 2023 KTM SX205F dirt bike of VIN # *****************.

  As third party administrators, we have the responsibility of determining the component coverage, cause of the failure, extent of the damage, contract validity, and cost of repairs involving covered parts and labor. Once we have made these determinations, a claim can be adjudicated, and a formal determination of applicable coverage made.

  We often rely upon service and repair facilities to be our “eyes and ears” in the field, and claim decisions are often based in part on information provided by these facilities to our call center.

  At the time the claim was initiated, the repair facility chosen by the consumer to work on their motorcycle reported that the oil filter in the engine was crushed, and they believed this was the result of water entering the engine and contaminating the fluid.  Water contamination of fluid is an exclusion of coverage and would result in claim denial.

  The consumer disputed this.  In an effort to provide every benefit of the doubt, we agreed to a second evaluation.  The second evaluation confirmed the oil filter in the engine was crushed, but that it appeared to be the result of improper installation (this is a cartridge style filter, not a spin on filter).  The consumer confirmed having charged the oil and filter some time prior to engine failure.

  Improper installation of an oil filter, crushing the filter material and not seating properly against mating surfaces would restrict oil flow in the engine.  Restricted oil flow in an engine would result in the type of failure found.

  The consumer disputes the cause of failure, suggesting alternative causes of failure, however, after multiple inspection attempts, no other failure/causes of failure was found.  There is no dispute among all parties that the oil filter is in fact crushed.

  Despite our best efforts to give the consumer the benefit of the doubt, the physical evidence suggests improper installation of the cartridge oil filter by the consumer has caused restricted oil flow in the engine, resulting in engine bearing failure.  Failures resulting from improper repair or maintenance are not covered under the terms and conditions of the service contract.

  If you have any further questions or would like to discuss this decision, please feel free to contact us.

  Regards,
  
  **** *******
  Capital Administrative Professionals

  
  

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