Century Automotive Service Corporation

Please see the attached response Thank you September 29, Re: Revdex.com Complaint [redacted] Dear Ms [redacted] : Thank you for your inquiry regarding the cancellation of your Vehicle Service Contract # [redacted] purchased from [redacted] of Kansas City on June 16, We understand your confusion in the calculation of the refund amount and trust this explanation will help clear it up To quote from the contract terms under the Cancellation of Your Agreement section, “If this Agreement is cancelled after the first thirty (30) days or a claim has been filed, Your refund will be determined by multiplying the amount You paid for this Agreement by the lesser of the ratio determined by: (a) the number of in-force days remaining for the Agreement compared to the original term of the Agreement, or (b) the miles of remaining coverage under the Agreement as compared to the original terms of the Agreement.” Your contract was cancelled on September 4, 2014, days after the Agreement date resulting in a refund percentage of 63.03%This percentage times the purchase price of $2,and less $cancel fee results in refund amount of $1,which was the amount you were refunded Please note that your contract was effective on June 16, and that qualifying repairs under the Wrap to Comprehensive terms were covered as of that dateAgain to refer you to the contract terms, “This Agreement will cover necessary repairs to ALL of your vehicle’s mechanical and electrical parts, except for those items listed under “EXCLUSIONS” in this Agreement and specifically excludes all components covered within the factory powertrain warranty, including Engine, Transmission, Transfer Case and Front and Rear transaxle assemblies“ Although no claims were filed and the factory powertrain was still in effect you did still have coverage and we must abide by the September 4, cancellation date If you have any further questions, please feel free to contact me at ( [redacted] Sincerely, [redacted] Vice President of Administration Century Automotive Service Company

4/21/
*** ***
*** *** *** ***
*** *** ** ***
Re: ID #***
Dear Mr***
We have received your letter from the Revdex.com and as you are aware have since corrected the coverages as reported to us from the dealershipWe
have upgraded the coverage to reflect the month 100,mile terms you provided us and sent you a revised copy of the contract that reflects this coverageThis corrected contract is also transferable as requestedWe trust that this addresses your concerns and if we can be of further assistance, please let us know
Thank you
*** ***
Century Administration

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved
I was told it was an extended warranty that would cover things after the original ran outI don't need two warrantys on somethingWhen you take someone's word for what you are purchasing you expect it to be what you have been told,not after the fact that you only get part of it backI wasn't going to purchase it until the original was almost up and they convinced me to add it to my payment at the time of purchase so it could be financed!!! Very very misleading!!!!!!!! If I had sold after the 36,mile mark I would have expected to receive only partial payment minus the cancellation fees.I would not of wasted my moneyThat kind of business practice is dishonestI shouldn't have to read fine print of the contract I should be able to take ones word if he ie selling me something in the business they are in being deceitful is not good business practice, if you tell someone something they shouldn't have to assume that the fine print cancels out what you have just been told

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I contacted seperate dealerships and got same answer from bothBumper to bumper means just that, every single thing on my car was covered 100% until I reached the 36,or yearsI don't care what your contract says I was sold an Extended warranty for after thr original ran outYou word your contracts to rip off the consumerBy law you can't charge me for something I was never going to useThe full warranty was still in affectThe contract was sold under pretenseIs this how you make your living decieving the honest consumer that was led to believe they were purchasing an extended warrany.
Regards,
*** ***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Please see the attached response.  Thank you
September 29, 2014
Re: Revdex.com Complaint [redacted]
Dear Ms. [redacted]:
Thank you for your inquiry regarding the cancellation of your Vehicle Service Contract #[redacted] purchased from [redacted] of Kansas City on June 16,...

2012. We understand your confusion in the calculation of the refund amount and trust this explanation will help clear it up.
To quote from the contract terms under the Cancellation of Your Agreement section, “If this Agreement is cancelled after the first thirty (30) days or a claim has been filed, Your refund will be determined by multiplying the amount You paid for this Agreement by the lesser of the ratio determined by: (a) the number of in-force days remaining for the Agreement compared to the original term of the Agreement, or (b) the miles of remaining coverage under the
Agreement as compared to the original terms of the Agreement.”
Your contract was cancelled on September 4, 2014, 810 days after the Agreement date resulting in a refund percentage of 63.03%. This percentage times the purchase price of $2,700 and less $50 cancel fee results in refund amount of $1,651 which was the amount you were refunded.
Please note that your contract was effective on June 16, 2012 and that qualifying repairs under the Wrap to Comprehensive terms were covered as of that date. Again to refer you to the contract terms, “This Agreement will cover necessary repairs to ALL of your vehicle’s mechanical and electrical parts, except for those items listed under “EXCLUSIONS” in this Agreement and specifically excludes all components covered within the factory powertrain
warranty, including Engine, Transmission, Transfer Case and Front and Rear transaxle assemblies. “ Although no claims were filed and the factory powertrain was still in effect you did still have coverage and we must abide by the September 4, 2014 cancellation date.
If you have any further questions, please feel free to contact me at ([redacted]
Sincerely,
[redacted]
Vice President of Administration
Century Automotive Service Company

Please see the attached response.
October 3, 2014
Re: Revdex.com Complaint [redacted]
Dear Ms. [redacted]:
Please note that your contract was effective on June 16, 2012 and that qualifying repairs under the Wrap to 
Comprehensive terms were covered as of that date. Again to refer you to the contract terms, “This Agreement will 
cover necessary repairs to ALL of your vehicle’s mechanical and electrical parts, except for those items listed under 
“EXCLUSIONS” in this Agreement and specifically excludes all components covered within the factory powertrain 
warranty, including Engine, Transmission, Transfer Case and Front and Rear transaxle assemblies. “ Although no 
claims were filed and the factory powertrain was still in effect you did still have coverage and we must abide by the 
September 4, 2014 cancellation date.
Your contract was cancelled on September 4, 2014, 810 days after the Agreement date resulting in a refund 
percentage of 63.03%. This percentage times the purchase price of $2,700 and less $50 cancel fee results in refund 
amount of $1,651 which was the amount you were refunded.
To quote from the contract terms under the Cancellation of Your Agreement section, “If this Agreement is cancelled 
after the first thirty (30) days or a claim has been filed, Your refund will be determined by multiplying the amount You 
paid for this Agreement by the lesser of the ratio determined by: (a) the number of in-force days remaining for the 
Agreement compared to the original term of the Agreement, or (b) the miles of remaining coverage under the 
Agreement as compared to the original terms of the Agreement.”
If you have any further questions, please feel free to contact me at [redacted]
Sincerely,
[redacted]
Vice President of Administration
Century Automotive Service Company

Complaint: [redacted]
I am rejecting this response because:I will state again, that according to [redacted] shop report, this vehicle had passed all inspections, and was considered good. There was nothing in their report that indicated anything was bad. Which does mean, at the time of their sale/my purchase, this vehicle WAS considered in good, properly working condition. There was no indication of the engine issue. They didn't find one doing their shop inspections, and I didn't find one at time of purchase. There really is no other way for someone who is looking to buy a car to find out if it is considered good, other than test drives and dealer shop reports, which were all good. It wasn't until several days later, when I did start having problems, and started reading random internet forums about this specific car, that I even became aware of the compression issue. And mentioning [redacted] "many generous offers," was actually one, not so generous offer. All they had said was, I could bring the Mazda in to them, and he would work with me on finding a different vehicle. I did this on Monday, August 15th. He had several, several cars, on his lot. All of which he said he was "not into well enough to work out a deal." I had brought my mother-in-law to help look at the cars he had. After looking and asking about more than 5 cars, all of which he said he was "not into enough to deal," he said that if he eventually gets one that could work, he'll let me know, then walked back into his office and left us outside.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]
Concern [redacted]
The contract that you purchased is a legal and binding contract. You entered into this contract with the people you purchased it from.
We are a claims administartion company that adjudicates claims per the contract. We can't change what the legal document
states as covered. It is not a question of want or not but a question of legality. Maybe your concern revolves around the purchase
of the contract and what was stated to you,  not with the adjudication of the contract

Dear Revdex.comSince this matter has been brought to my attention I have contacted the service contract and they have agreed to Goodwill this repair for Customer Satisfaction for [redacted]. I want to remind the customer that this repair is not a covered repair under his service agreement...

because the failed component is not an internally lubricated component but again, it has been Goodwilled for him. We want to Thank Mr [redacted] for supporting his selliing dealer and hope that he will return to them in the future for his automobile needs. Any questions feel free to contact me.

On September 9th, 2016, Century Automotive Service Corporation (“CASC”) received a call from Ms. [redacted] regarding the initiation of a GAP claim. The CASC claims adjuster advised Ms. [redacted] of the claims process, and of the needed documents to process and file the GAP claim. On...

September 16th ,2016 CASC received copies of the Retail Installment Contract, the GAP Amendment, and the Extended Warranty Cancellation Report from Ms. [redacted]. On September 20th, 2016, CASC received copies of the Insurance Settlement Summary and the Fair Market Valuation, and advised Ms. [redacted] of the remaining documents that were needed to complete her claim. On October 13th, 2016, CASC received a copy of the payment history. On November 21st, 2016, Ms. [redacted] called to inquire on the status of the claim. She was advised that remaining documents needed to complete her claim were copies of the Insurance Settlement Check and the Insurance Declarations page. On November 22nd, 2016, the last required document was received. On November 23rd, 2016, the claim was sent to final review. Upon review of the documents, the date of loss was listed as July 28th, 2016. Century Automotive was not notified of the loss until September 09th, 2016. As of November 23rd, 2016 the claim has been finalized and payment will be mailed to the lender as disclosed in Ms. [redacted] GAP Amendment Contract. CASC has been pleased to assist Ms. [redacted] in the process of filing her GAP claim. Upon receipt all documentation, the claim was processed in two business days.

After investigation on this concern I found that the documents in question were not properlydocumented in our system. The payment could not be issed until the documents had been located.The payment of check will be issued on Monday April 25,201 in the amount of $1157.17 I apologize for delay...

due to Century Automotive. We thank the customer for his patience and assistance.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I Just don't want to deal with wasting my time. Obviously they don't care and I've had enough. After I was told that they would wave the detectable, my repair shop said that I needed to pay the deductible because a century service supervisor did not approve waving the fees. A few hours after I went to pick up my vehicle century service finally decided that they would now waive the fee that was described in the letter that was sent through the Revdex.com.I had to wait an extra two hours for my vehicle and take off from work. I think I talked to no less than five customer service reps who I had to update each time I spoke to them because there was not one point of contact, and apparently writing/reading notes is not a common practice there. Communication was horrible! My repair shop said that they will never take a vehicle that has century service as a provider. One customer service rep said "tell your repair shop to man up and stop being babies" (I have a recording of this statement)I submitted a complaint in 2014 about my car needing to be fixed and they said I wasn't covered under warranty, I just found out that it was covered. This company is unethical!At the very least remedial training for customer service for their supervisors is completely appropriate!
[redacted].

[redacted]
Concern [redacted]
If a refund is the way you would like to go then you will need to contact the contract holder and request paper work to
apply for a refund. The selling dealer will need to process this request for you.
Any other assistance feel free to contack me at
[redacted]
Duane S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted], We apologize for the inconvenience and dissatisfaction you are experiencing. We have received and am investigating your inquiry. We will be in contact with you regarding this matter when more information is available. Thank you, Century Automotive Service Corporation

Upon receipt of the Revdex.com inquiry I reopened the claim. I investigated and found no basis deviate from the findings of the experts. The customer took his vehicle to [redacted] in Salem OR. and a claim was initiated on 08/04/2016. The customer's concern was Hard Start Long Crank Time and requested a...

compression testbe performed. It was determined that engine had very low compression in both rotors. (This is a rotary engine so rotors are the cylinders) Both rotors showedmore than 10% below minimum specifications. We requested an outside independent expert to be sent to review the diagnosis of [redacted]. The independent inspection concluded the diagnosis that [redacted] performed was correct. The conclusion from the experts is the engine has compression more than 10% below minimum specsdue to time and wear. This failure did not occur in the 7 days and 383 miles that Mr [redacted] has owned this vehicle. The repair facilty concurs with this statement.                                   ...⇄ Results of compression test have been provided for your review:TECHNICIAN PERFORMED COMPRESSION TEST WHILE I WAS THERE TO WITNESS. COMPRESSION TEST RESULTS FAILED INBOTH ROTORS #1 AND #2. SPARK PLUGS VISUALLY APPEAR IN GOOD WORKING ORDER WITH LITTLE WEAR ROTOR#1 CHAMBER TEST RESULTS = 5.7, 5.9, 5.7 ROTOR#2 CHAMBER TEST RESULTS = 5.2, 5.3, 5.2 SPEC (KGF/CM2) = 8.5 WITH A MIN = 6.9The contract specifically states in the Exclusions Section letter N, "All covered components must be functioning properly at the time of the sale of thisvehicle  and agreement. Pre-existing conditions are not covered" Please attachment for complete response

Our records indicate the contract [redacted] was cancelled on 09/06/2016. Our portion of the refund was sent to PayLink, the lienholder, on the following business day. I have spoken with Mrs. [redacted] on multiple occasions. She did state that she is aware the Century is not at fault. Mrs. [redacted] has...

made multiple attempts to collect her cancellation refund from the seller, Express Protect. [redacted] states that everyone she has spoken with from Express Protect has given her the run around. She has been advised by Express Protect the her refund is either on the way, or lost but has been reissued. Once Century was made aware of the situation on 11/29/2016, we stepped in and will be refunding her directly. On 12/05/2016 Mrs. [redacted] was contacted by Century Customer Service to inform her that she should be receiving a refund form Century.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]