ComplaintsforScioto Administrators Corporation

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 Jeep Wrangler 4WD, Vin ***************** on July 17, 2021, and purchased a Triton Protect service contract simultaneously. The jeep was purchased with 75,875 miles on the odometer and seem to run fine and no smoke ever came from tailpipe. We have maintenance to records prove the vehicle was maintained, regular oil chances and fluid top offs. The vehicle had no dashboard lights on warning of an issue. There was no indications that the vehicle was leaking ior low coolant. We have North Carolina Emissions inspection report also indicating no check engine dashboard lights being on. We had the vehicle towed to Steve White Motors , a Jeep dealership for investigations on 8/15/2023 Upon tear down of the engine, it was discovered that the head had cracked At this point, a representative of "Triton Protect" came to inspect and make a determination on coverage. Inexplicably, this representative deemed the warranty work an exclusion, due to low coolant. However, a cracked head causes loss of coolant, and this determination was made after the engine had been torn down to where one should expect to find low coolant. The mechanic has invoiced a repair cost of $12,455 which we expect Triton Protect and/or Scioto Administrators Corporation to cover. We demand mediation as this falls within the coverable of the warranty purchased.

  Business response

  01/02/2024

  Hello ******: Can you please assist with scheduling a mediation for the above-referenced ****er. I can provide date and time availability when you provide time slot options.
  
  Thank you, *******
  
  ******* *****
  Paralegal/Legal Assistant
  Renascent Protection Solutions, LLC
  **** ****** *** ***** *** ******* **** *****
  
  Direct Line ###-###-#### EXT ****
  Mobile ###-###-####
  Fax ###-###-####

  Customer response

  01/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .21047741, and find Mediation is necessary.

  I am available the week of the 15th, and afternoons in the afternoon (EST). I would like to participate remotely. 

  Regards,

  ***** *****

  Business response

  01/08/2024

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .21047741, and find Mediation is necessary.

  
  ******* ***** ********************
  Jan 5, 2024, 9:04 AM (3 days ago)
  to ******
  
  Good morning: ******, can you please confirm that the case number ID is 21047741.  Our General Counsel ***** ******** availability is the week of January 15th, and the best days are on the 15th, 17th, or 18th.  Please provide available time slots.
  
   
  
  Thank you, *******
  
   

  Thank you.

  Business response

  02/26/2024

  
  **** *******
  Attachments
  Jan 23, 2024, 9:12 AM
  to lj*****@gmail.com, *****, me
  
  Attached are the documents discussed during the mediation.
  
  Thanks,
   
  
  **** *******
  
  Claims Director
  
  Renascent Protection Solutions, LLC
  
  ###-###-####

   

  
  ***** ******
  Jan 29, 2024, 1:34?PM
  to ****, ****, me
  
  ****,
  
   
  
  Thank you for supplying a maintenance record RPS did not previously have.
  
   
  
  However, this document supports that the covered vehicle had an incorrect coolant mixture. There are significant issues with the document that support RPS’s claim denial.
  
   
  
  The receipt does not show a coolant flush but just coolant changes in the radiator which does not include heater core, hoses and engine block coolant. The system contains 3 gallons but only about 1.5 gallons can be drained.
  
   
  
  The receipt also shows that the covered vehicle coolant ratio is still not correct which allowed it to freeze and crack the block. As stated, a 2012 Jeep Wrangler cooling system holds about 3 gallons. The receipt shows the addition of one quart of antifreeze. This minimal amount of antifreeze, given the overall capacity of the cooling system, does not show that the coolant mixture was correct. In fact, it tends to support that the Valvoline simply topped up the cooling system, allowing a previously incorrect mixture ratio to continue.
  
   
  
  The compelling factor here is that both the third-party inspector and the repair facility chosen by the ***** concluded that the block was cracked by the expansion of water in the cooling system. This would only occur with an incorrect mixture ration of coolant to water in the system.
  
   
  
   
  
  ***** D. ******
  
  General Counsel
  
  **** ****** ***** ***** *** ******* **** *****
  Direct – ###-###-####
  
  Fax – ###-###-####
  
  *******************
  
   
  
  CONFIDENTIALITY NOTICE:  This email and any attachments are for the exclusive and confidential use of the intended recipient.  If you are not the intended recipient, please do not read, distribute, or take action in reliance upon this message.  If you have received this email in error, please notify us immediately by return email and promptly delete this message and its attachments from your computer system.  We do not waive attorney-client or work product privilege by the transmission of this message.
  

  
  ***** ******
  Feb 22, 2024, 11:10?AM (4 days ago)
  to ****, ****, ******, me
  
  Hi ****,
  
   
  
  You make the assertion that my client is, “calling into question every detail in order not to honor it”, which is not how we view this ****er.
  
   
  
  My client has a third-party inspection report stating that improper coolant mix caused the water in the engine block to freeze and expand, causing the damage.
  
   
  
  The repair facility chosen by you agreed with this diagnosis.
  
   
  
  The facts here are that the engine block cracked. That is not in dispute.
  
   
  
  The engine block cracked because the water in the engine froze and expanded, causing the cracks. That is not in dispute given that the third-party inspector and your repair facility agree on that diagnosis.
  
   
  
  The only way the water in the engine freezes and cracks the block is if the anti-freeze to water ratio is not the proper ratio as required by the manufacturer. Manufacturers use anti-freeze solutions to avoid engine block cracking.
  
   
  
  If there is too much water in the mix, the engine cracks if temperatures drop below freezing.
  
   
  
  It doesn’t ****er how or why too much water got into the mix. Too much water causes expansion and cracking if the block freezes.
  
   
  
  None of this is up for dispute. The engine block froze and cracked.
  
   
  
  Thus, my client is not calling every detail into question. What happened, is what happened, and the facts are the facts.
  
   
  
  The offer to refund 100% of the contract purchase price is quite fair, given the undisputed facts above that are excluded from coverage under the terms of the contract.
  
   
  
  That having been said, we will agree to pay $4,000 to conclude this ****er. The cost of the refund and some additional funds to resolve this ****er.
  
   
  
  The is the last and best offer on this ****er.
  

  Customer response

  02/26/2024

  **** *****
  Jan 24, 2024, 6:07 PM
  to ******, me
  
  Hello ******, 
  
  We have received documentation from **** ******* | Claims Director | Renascent Protection Solutions, LLC regarding their denial of the claim. 
  
  This does not resolve the complaint. We are still working with our attorney on how best to handle this ****er. 
  
  We feel another mediation meeting is necessary, but will have to be in February. 
  
  Will this work? 
  
  Thanks!
  --
  Best regards,
  ***** *****

   

  **** *****
  Attachments
  Jan 25, 2024, 7:08 PM
  to ****, *****, me
  
  Hello ****,
  
   
  
  Thank you for providing this information, as it informs me of the exact reason why SRP feels this claim is invalid.
  
   
  
  At first I was told this repair claim was denied due to 'low coolant'. But now you have provided documentation that this claim was denied due to 'incorrect coolant mixture'.
  
   
  
  Upon further investigation into my records, I found that I did have the coolant replaced on 8/31/2021 at 77,306 miles.
  
   
  
  Please find attached thethe receipt for the work from Valvoline, as well the CARFAX report which also corroborates this. 
  
   
  
  I have proven the vehicle has been maintained and the service contract should be honored and the vehicle repair covered.
  
   
  
  Kind regards,
  
  **** *****

   

  **** *****
  Feb 3, 2024, 8:08 AM
  to ******, *****, ****, me
  
  *****,
  
  I have embedded my responses below:
  
  Thank you for supplying a maintenance record RPS did not previously have.
   
  
  We did not have them either.. It wasn't until I purchased a carfax report that I saw this maintenance was performed. I do apologize.
  
   
  
  However, this document supports that the covered vehicle had an incorrect coolant mixture. There are significant issues with the document that support RPS’s claim denial.
   
  The receipt does not show a coolant flush but just coolant changes in the radiator which does not include heater core, hoses and engine block coolant. The system contains 3 gallons but only about 1.5 gallons can be drained.
   
  
  Referring to the Valvoline receipt, the word "replacement" is used, which by definition is the action or process of replacing something, e.g. coolant in an engine cooling system.
  
   
  
  Valvoline understands how coolant works, see:
  
  ****************
  ****************
  Radiator and Coolant Fluid Flush | Valvoline Instant Oil Change (vioc.com)
   
  
  Here is Valvoline's description of what their radiator/coolant flush service includes: ****************
  
   
  
  "Service every 5 years or 60,000 miles, or every 100,000 miles if your vehicle uses an extended-life coolant
  Existing fluid, dirt, and contaminants are removed/flushed from your radiator/cooling system.
  Your cooling system is cleaned and refilled with a premium antifreeze/coolant.
  Be assured that your old antifreeze will be disposed of in an environmentally responsible manner.
  Certain cooling systems require a special type of antifreeze/coolant; we carry a full line of coolants, and all of our fluids meet or exceed OEM specifications."
   
  
  You may reach out to Valvoline at ###-###-#### for more information on how their coolant replacement works.
  
   
  
  The receipt is misleading, I'll give you that. I reached out to Valvoline and it was explained that the "QTY" and "UNIT" columns are NOT indicative of the amount of coolant put in the system. Rather, it represents the complete service of a coolant system flush and that 1 coolant flush was performed. 
  
   
  
  As being present with the vehicle during this service, I can assure you the coolant wasn't just 'topped off" as you claim. As well, your notion calls into question Valvoline's business practices as being nefarious. 
  
   
  
  The receipt also shows that the covered vehicle coolant ratio is still not correct which allowed it to freeze and crack the block. As stated, a 2012 Jeep Wrangler cooling system holds about 3 gallons. The receipt shows the addition of one quart of antifreeze. This minimal amount of antifreeze, given the overall capacity of the cooling system, does not show that the coolant mixture was correct. In fact, it tends to support that the Valvoline simply topped up the cooling system, allowing a previously incorrect mixture ratio to continue.
   
  
  Valvoline replaced the coolant with Zerex G-05. To restate, the receipt shows the quantity of 1 coolant system flush and that it was flushed and replaced with Zerex G-05 coolant. They do not physically pour individual containers into the coolant system, but instead use an automated machine that replaces the coolant to OEM specifications and volumes. 
  
   
  
  The compelling factor here is that both the third-party inspector and the repair facility chosen by the ***** concluded that the block was cracked by the expansion of water in the cooling system. This would only occur with an incorrect mixture ration of coolant to water in the system.
   
  The notion that the water expanded in the engine and caused it to crack is preposterous as we do not get low enough temperatures in the region the Jeep is garaged in North Carolina. 
   
  The more compelling factor here is RPS not honoring their warranty. We have proven the vehicle was maintained, yet you are calling into question every detail in order not to honor it. 
  
   
  
  The verbal offer of refunding the contract of  $3,300 is not enough. The repair estimate is $12,000 USD.
  
   
  
  What is your offer? 
  
  -****

  
  **** *****
  Feb 21, 2024, 1:56 PM (5 days ago)
  to *****, ****, ******, me
  
  Hello **** / *****, 
  
  Please let me know if you have any questions. I am awaiting your response to my previous email. 
  
  Thanks

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22, 2022 ****** *********** purchased a Vehicle Service Contract from the defendant Scioto to cover certain conditions on a 2013 BMW that he purchased in New Jersey. The vehicle began to have problems in 2023 and the defendant was requested to cover the costs of these problems per the Vehicle Service Agreement. The defendant has refused to reimburse the claimant. The Claimant has incurred $5,329.18 in repairs from Lincoln Avenue Auto Service Center. $4,271.48 and $1245.00 from Project M Motors and rental bills totalling $6,277.69 from Elrac. Total damages are $17, 116.35 excluding attorney's fees.

  Business response

  10/17/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ****** 
  ***********, Complaint ID BBB-********, received by Renascent Protection Solutions, LLC on October 17, 
  2023. 
  Thank you for your patience while we further investigated this matter. Upon review of ****** ***********’s 
  file, his claims were adjudicated properly. The axle boot replacement was correctly authorized, approved and 
  paid. The balance of his claim was properly denied as both the third-party inspection and the repair facility 
  technician both stated that the oil filter insert was missing, causing low oil pressure and the damage that 
  resulted in the other breakdown items requiring repair. The oil filter insert was missing due to improper 
  previous repair, which is an exclusion from coverage under the terms of the contract. This was the basis for 
  denial, improper previous repair. If a prior repair facility was negligent in their repair, like failing to properly 
  install the oil filter insert as required, the consumer’s recourse is to go back to that facility and have them 
  repair the damage they caused with their improper previous repair. Of note, the consumer selects their repair 
  facility, RPS does not choose what repair facility the consumer employs to repair their vehicle. 
  Should you require additional information, please feel free to contact me at ******************.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim involves the failure of a vehicle due to the engine block being warped. The vehicle never recorded overheating, yet they ae denying the claim based on the vehicle overheating. The vehicle was just serviced 2 days before this incident occurred. The vehicle started first by showing a coolant light. Coolant was added several times, but no coolant was shown to be coming out of the engine. We had the vehicle towed to the Audi dealer in Lehi UT where they determined that coolant was getting into the engine. It has not been determined how the coolant was getting into the engine, but this is what contributed to the engine failure. According to my contact if I want to dispute the claim I am to contact the Better Business Bureau and request mediation on the matter. I have attached the service contract for your infomation.

  Business response

  05/24/2023

  This response is written with regard to the Better Business Bureau complaint of ***** ********, complaint ID 20039076, received on or about May 19, 2023.
  
  Thank you for your patience while we investigated this matter further. Upon review of Mr. ********’s claim file, we established the cause of failure is excluded from his contract. The failure is due to the engine block being overheated which caused the engine block to warp. Overheating of this nature requires extreme, prolonged heat to cause this type of damage. Such overheating occurs over time, and it is the continued operation of the vehicle that causes the warping of the metal engine block and heads. This damage from continued operation was verified by an inspection company.  As stated in Mr. ********’s contract, “FOR ANY BREAKDOWN CAUSED BY MISUSE, ABUSE, NEGLIGENCE, LACK OF SCHEDULED MAINTENANCE REQUIRED BY THE MANUFACTURER’S MAINTENANCE SCHEDULE FOR YOUR VEHICLE, OR IMPROPER SERVICING OR REPAIRS PERFORMED BY YOU OR A REPAIR FACILITY.  FOR ANY BREAKDOWN CAUSED BY SLUDGE BUILD-UP, CARBON, LUBRICANT BLOCKAGE OR THE FAILURE TO MAINTAIN PROPER LEVELS OF LUBRICANTS, AND/OR COOLANTS, OR ANY BREAKDOWN RESULTING FROM FAILURE TO PROTECT YOUR VEHICLE FROM FURTHER DAMAGE WHEN BREAKDOWN HAS OCCURRED.” The above quoted exclusion forms the basis for denial of Mr. ********’s claim. Stated simply, the evidence presented in the third-party inspection report concludes that Mr. ******** continued to operate his vehicle while in an overheated state causing damage to the vehicle. That damage is directly excluded under the express terms of the contract.
  
  The position taken by our company has not changed. We believe Mr. ********’s claim has been properly denied pursuant to the terms and conditions of his contract.  While RPS understands that Mr. ********’s wants his vehicle repaired, RPS is legally obligated to follow the terms of his contract, as is he.
  
  Should you require additional information, please feel free to contact me at slsheets@rps-tpa.com. 

  Customer response

  05/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20039076
  
  I am rejecting this response because: 

  Thank you for the response. Unfortunately, they have refused to acknowledge a couple important points:

  The vehicle was just serviced and all the fluids filled including the coolant - which was pressure tested just days before. The vehicle was released to me Tuesday March 28th. On April 2nd, less than a week later is when it started to have problems. The coolant light came on so we added some coolant. No coolant was leaking nor did the temperature gauge register a high temperature. When we realized there was a bigger problem we paid to have the vehicle towed to the dealership. The dealership has confirmed that the engine never registered a code for high temperature or overheating of the engine - this is a fact. This refutes the statement that the warranty company poses about the prolonged overheating. What they have neglected to address is what caused the engine coolant to leak into the engine pistons causing the problem. There was a mechanical failure in the car prior to any issue that may have caused the engine to overheat as they have stated. They are glossing this fact and are responsible for this mechanical failure - which is the root of the problem. The warranty company has neglected to verify the work done at Audi of Las Vegas as a contributing factor which work they performed just days before this occurred that most likely contributed to this issue. I don't find this to be a coincidence. There are less than 5,000 miles put on this car since i purchased it last July and the warranty company has paid for multiple repairs, so they cannot claim that I failed to maintain this vehicle (it has litterally been in the shop more than on the road).

   

  
  Regards,
  
  **** ********

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