I purchased my 2013 G37x with the Elite Protection CPO Wrap for 8 Years/120,000 miles in December 2014. Surprisingly, it's already paid itself in both parts and labor, though I am facing some issues recently with my latest claim for my left catalytic converter in which the internal assembly is failing.

I had my right one replaced last October, which I thought was replaced under the CPO Wrap but instead was replaced under the federal emissions warranty. As such, my local dealer had no choice but to deny my claim as their database and their warranty coordinator states that it's only covered on the V8 cars in which it is part of the exhaust manifold. This is true under their most current brochure (http://www.cpo.infinitiusa.com/userd...guide-0518.pdf), but under the oldest brochure I found in 2016 (http://www.cpo.infinitiusa.com/downl...omcovfinal.pdf), it is covered. In addition, there is nothing in my signed contract from my car purchase that says they can change coverage over time, which is a loophole I'm sure they would use to deny every claim.

Do you have any thoughts in regards to what else I should bring up to Infiniti Consumer Affairs or know if I'm missing something. Worst case, I can install HFCs but the fact that they aren't acknowledging my coverage leaves a bad aftertaste.

 

I see item 20801 EXHAUST MANIFOLD W/CATALYTIC CNVTR in both brochures. Nothing to distinguish it from a 6 or 8 cylinder models.

From the VSC terms itself, item #2 is as follows;



Question is, does the cat fall under the exhaust system category? That's open to interpretation I suppose. It is part of the emissions control devices on the car and is generally not a wear item, esp if its failure is a rattle which means internal failure.

So, I would push the item 20801 as an indicated covered item.

 

A contract can not be amended without the written approval and consent of both parties (unless there is some hidden clause that you overlooked). Therefore, the contract you entered into in December 2014- and the coverage detailed therein at that time- is in full force and effect.

Like every other insurance claim, the initial response from the payor is CLAIM DENIED. Insurers/underwriters are in business to make money- not spend it. Only after the issue is pressed does the claim gain any attention. The old "squeaky wheel gets the grease" type of mentality.

Fight the issue with the insurance company or whomever is underwriting this coverage. Being that the right catalytic converter was replaced prior already demonstrates that there is/was a problem with the "cats" to begin with.

Fight it. Raise hell.

 

Just wanted to follow up and sticking with the "Fight it. Raise hell" motif that ILM-NC G37S pushed for.

So I started off with an email explaining how the contract doesn't fully define the exhaust system and the only available supporting documents, the Coverage booklet available online, clarifies that the Exhaust Manifold and Catalytic Converter under "Intake/Exhaust Manifold" is covered and is therefore not under that clause. Despite this, the email rep cited "Please be advised according to your policy, Section 8 part 2, exhaust systems are not covered. We apologize for any inconvenience this concern has caused." As it seemed my comment did not translate well, I tried to call about it and explain it, only to be redirected from Consumer Affairs to Finance to Consumer Affairs again, only for the rep to tell me to go to the dealership which pointed me to Consumer Affairs in the first place. The finance guy was lost and the consumer affairs rep kept trying to say that the Coverage Booklet was saying that it was everything that wasn't covered, even though it was primarily a list of things that are covered.

After reiterating this conflict to my email exchange, they decided to escalate it to a "Regional Specialist" who ended up actually being a "Goodwill" person who would see if they could do something about it. They tried denying it again first by simply saying that it was not covered and that Infiniti was not in a position to cover it. In response, I tried to ask about my Federal Emissions replacement and why they only replaced one "cat" when it was clear that both are on the way, only to hear that it was a "man-made part" which had a failure that could not be predicted and was not covered under the plan. To get to the main point, I had to keep asking why they are a denying coverage on their plan when a clarifying document from pulled from 2014, 2016, and 2019 all from Infiniti themselves say that it is covered. It almost turned into a screaming match until I explained it in a "why waste time say lot word when few word do trick" manner. After caving in, I asked who could I talk to if the Regional Specialist, Consumer Affairs, Finance, and the Dealer Network could not answer the question and she literally said that there was not anyone else I could ask. Then, she said that all she could do at this point was submit a "General Inquiry" and that I'll hear back from a few days.

It almost looks like that I'll have to talk to BBB Auto Line. It would be so much simpler if they just honored the Elite Protection Plan and the policy they sold me. Am I just missing something or what?

 

Just wow. Maybe the way to proceed is to have the explain to you specifically what part code 20801 covers and have them provide you a part number(s).

 

The dealer explained to me that the 20801 part code refers to the VK56DE engines where the exhaust manifold and the catalytic converter are one assembly (which is still on the 2019 coverage booklet) and everyone outside of the dealer didn't understand that question at all, hence the "General Inquiry." No one has answered why 20800 disappeared, especially when the question of them acknowledging that booklet is the first step. It's almost like they go into shock when you jump off their script.

 

Looks like they're referring to the same section as I posted in #2. I can't find 20800 in any of the pdf's I have. The question is, is a cat is part of the exhaust system? It is an it isn't, it's primary function is not to carry exhaust gases away, but rather to perform a chemical action to reduce emissions.

It might worth the effort to escalate this further. You know the saying, squeaky wheel gets the grease.

 

They cited section 8 again. Am I blind to the actual clause that includes Catalytic Converter or are they really trying to avoid eating the cost?|

I've attached my contract (with names removed) for review

 

I would escalate the issue and look into filing a complaint with your state's (Massachusetts) attorney general, the BBB, hell- even the EPA at this point. The catalytic converter(s) is/are a component of the EMISSIONS SYSTEM- even the federal emissions warranty states such which is why one was replaced under that coverage.

I had a similar issue with Honda back in the '90's. The more hell you raise the more likely they will make it right...

 

So I'm definitely submitting a complain with BBB Auto Line and the Massachusetts Attorney General today. They will not acknowledge the legitimacy of the coverage component guide and instead have all collectively stood behind the "Exhaust System" phrase despite that it does not explicitly state the scope of the "exhaust system." I left two voicemails, one email, and they did not answer until I called my regional specialist this morning.

I'll replace with resonated test pipes or HFCs for now since my left cat is definitely failing soon, but I expect to be at least reimbursed my diagnostic fees and/or more

 

It is a shame you have to go through such nonsense to get this matter resolved, but it seems you have a solid plan in place. As much as I love my car, Infiniti- as a corporation in regards to customer/product support/service- absolutely stinks. Document everything and most importantly do not back down!

Back in the late 90's when I had the issue with Honda, luckily I had a friend- who was an attorney- draft a letter of intent to pursue legal action. The issue was resolved in a matter of a few weeks. Of course back then the internet wasn't as prevalent as it is today.

Hopefully you will have a positive outcome.
Good luck.

 

Update via the BBB Auto Line Arbitration which Nissan/Infiniti participates in, which unforutnately means the representative I'm working with is also based at Nissan USA...

"Good afternoon,


I did some further research and the catalytic convertor is not covered under your vehicle service contract due to it not being a part of the exhaust manifold on the vehicle. The convertors are their own separate entity of the vehicle and are not covered by the service contract. The component guide is not an actual cont[r]act but a general brochure of components covered. I apologize but no assistance would be able to be offered for the repairs to your catalytic convertor.

Thank you,

[Redacted]"

So far, they're basically they can get away with false advertisement...I'm still pursuing where they're getting that answer from.

 

I have the elite warranty as well. My passenger Cat was rattling. Dealer replaced under the 8 year emission warranty. I asked if they failed after that, would they be covered under my elite, they said no. But I was just as confused as OP, since the covered elite documents showing parts listed as covered but listing emission as not covered.

”Emission Control Systems” being listed as covered items is confusing

OP, guessing you are over 80k?

 

To me it is cut-and-dry. It is Infiniti and/it the underwriter of the extended service contract that is muddying the water.

The catalytic converters are a component of the EMISSION system. This is as simple as it gets. Even the federal government considers them such as the catalytic converter(s) are covered under the FEDERAL EMISSIONS WARRANTY. If the government calls it a emissions component than why is Infiniti/the underwriter calling it a exhaust component? Because they do not want to pay.

Anybody facing this issue (or similar) should consider legal action against Infiniti and/or the service contract underwriter. These service contracts- for the majority- are a joke.

**Just my opinion, mind you. I think all insurance is a scam anyways but that is a separate topic.**

 

It is just written poorly causing confusion. It also states hoes and belts are covered, but in reality are not as they are maintenance items. Again, just confusing. Overall, the elite warranty is great, I have had no issues with coverage..mounts, rear subframe, window motor..etc