AA Auto Protection

This refund was applied back to the customers credit card on 2/7/ The credit was accepted by his bank and was never returned to us We have attached proof that it was accepted The customer needs to get with his banking institution to determine what they did with his money
Please see the attachment which is the transaction screen from *** *** ***Transaction id *** shows the transaction was acceptedWe have contacted Heartland by phone and they confirmed that this transaction was accepted by the customers bank The customer stated that this account was closed on 2/12/ The credit was processed on 2/7/ That is days prior to the account being closed downWe have also checked to see if these funds were returned to us at a later date They were not We do not have the ability to refund the same money more than time The customer was told to let us know when and where these funds were returned to us and we will look it up We have not heard back from him about thisThe customer asked to be refunded $for his troubles This cannot happen because the customer has a contract that details how his refund will be calculated The troubles that the customer is going through have not been caused by AA Auto They are being caused by his banking institution The attached documents prove that what the bank is saying is falseIf the customer can tell us where these funds were sent we will definitely take a look The information we have shows his bank accepted the refund

A refund check has been issued If the customer has not received it they should let us know

A pro-rated refund was issued to this customer on 8/2/ The amount of the refund was $1, It typically takes 48-hours for the funds to be applied back to the customers account This refund was applied back to the customer days prior to this complaint

AA Auto Protection had no involvement in the processing of this claim The customers contract is with *** *** of Hanover, MA A copy of the contract is attached You will see that the administrator is in fact *** ***We contacted ***
*** to get the details on this claim The claim was never denied *** *** told the customer that she would need to approve the tear down of the transmission to the point of the failure Inside the customers contract it states that the customer is responsible for tear downThe customer submitted a transmission claim miles into the valid coverage period of her contract In order to determine if the failure was catastrophic and sudden (within the last miles) the tear down would need to be completedAt this point in time the claim is still open If the customer would like to move forward she would simply need to approve the tear down of the transmission so that a 3rd party inspector can determine when the failure took place Based on the fact that the customer has refused to do this and requested cancellation documents for the contract I would assume that she is not interested in doing this but she can certainly do so If the customer cancels she is entitled to a pro-rated refund

Hi Ms ***, I have received the check from a auto protection , and has cleared my bank thank you for all you all help in retrieving my refund.Sent from my ***

The accusations being made by this consumer are completely false We will lay out overwhelming evidence that this customer is blaming ** Auto for errors that she made when purchasing this service contract The start mileage may have been wrong but if it is wrong, it is wrong because this customer gave it to our salesman wrong She also confirmed, many times over that it was accurate
The first attachment named Dec Page is the same Dec Page that the customer presented If you take a look at the Dec Page you will see that the Odometer Miles reads 84, This confirms that the start mileage given at the time of purchase was 84, The customer never contacted ** Auto stating that this was inaccurate You will also see the Waiting Period listed on the Dec Page It clearly states days and 1,miles This means that claims can be submitted after 4/25/as long as the vehicle has more than 85,miles on it The customers claim was denied because she had not completed this waiting periodThe second attachment is the most valuable It is the actual recording of the customers call to ** Auto You will hear the customer state that there are currently 2,more miles than when she spoke to us previously Coincidentally she had 82,miles when she bought the car 2,more miles would be 84, You will also hear the start mileage read multiple times as well as a complete explanation of the waiting period and how it works The representative states that no claims can be made until the vehicle reaches 85,miles A detailed breakdown of the recording is listed below2:25: Rep asks what the mileage is now Customer states 2,more miles than last time and rep confirms that mileage is 84,9:57: Rep confirms the grace period
10:03: Rep confirms the start mileage of the contract
10:10: Rep and customer discuss grace period in detail so customer understands it10:35: Rep explains that no claims can be processed until the vehicle reaches 85,miles Customer states that she understandsWe fully understand the frustration of the customer The customer blaming others for errors made by herself is disappointing Due to the information provided at the time of the sale Royal Administration is not going to be able to process this customers claim Based on the information provided by the customer, the vehicle has not been driven the 1,miles needed to start the contract
At this point in time there are two options available to the customer She can either complete the grace period and continue on with her coverage or she can cancel the contract and receive the pro-rated refund that is owed to her A copy of the cancellation instructions are attached to this email

If you take a look at the website that the customer entered their info in to receive a call from us it states on almost every single page that we are a broker. This is not something we hide from. The home page of the website has all the companies listed. The contract purchased by this customer is called Royal Sentinel.As for the actual claim itself, the claim was processed and the part that was supposed to be approved was approved. The Repair Shop has never collected on this claim approval. Due to the policy being cancelled the customer would not be able to start another claim

From: Revdex.com of Metro Washington DC">Date: Fri, Jul 17, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Fri, Jul 17, at 4:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "***" The issue has been resolved as of today 7/17/thank you for prompt response

This customer purchased a *** *** Contract through AA Auto Protection AA Auto Protection does not process claims but was able to gather the claim information from *** *** for this response The information below is quoted from the inspection report completed by
*** *** It states:The cause of failure is consistent with an internal torque converter failure resulting in contamination of the transmission The clutch packs were burnt and the steel discs are hot spotted If the viscous couple failed in the converter it would be from a long term wear condition and not a sudden failure.Based on these findings *** *** denied the claim as a pre-existing condition as well as continued operation of a faulty part The contract was in place for 2,miles.The customer called AA Auto Protection on 4/6/and stated that he was interested in cancelling AA Auto Protection sent the customer the cancellation instructions on 4/6/ Unfortunately, the customer has never sent in the documentation to cancel and receive refund The customer can still do so All he needs to do is follow the cancel instructions and he would be eligible to receive a pro-rated refund based on the terms of his contract I have attached another copy of the cancel instructions

This customer Purchased a Royal administration contract through AA Auto Protection on August 23, At the time of enrollment she selected the *** *** Coverage On August 18th, she spoke to a representative and was sent a quote email This email contains a full
contract including all the benefits provided by the *** *** Contract This was days prior to the date she actually purchased the plan On August 23rd, she purchased the policy and was sent a confirmation email This confirmation email includes a full copy of the *** *** Contract she purchased On August 30th, a copy of the contract and I.DCards were delivered to the customers home The *** *** Contract as well as all the other contracts sold by AA Auto Protection are listed on our website for anyone to see It is very difficult to mislead a customer when you are giving them the full contract to look at This customer purchased a contract for a 104,mile vehicle Contracts that are available for vehicles of that mileage will cover a specific list of items which are listed inside the contract This customer had this coverage for years and at no time did she state that there was an issue between the information provided by the salesman and the contract booklet she received She went in for repairs and the item that was covered by her contract (starter) was approved The items that were not covered parts were denied by Royal administration We fully understand that everyone wants every repair to be paid for but you are only going to have repairs paid for that you pay to have covered We have spoken to this customer about this situation prior to this complaint so I am not exactly sure on the reference to not reaching anyone If the customer would like to cancel her policy she can do so by following the instructions inside her contract I have also attached a copy for easier reference She would be entitled to a pro-rated refund as stated inside her contract.We attempted to pull call recordings in order to listen to the sales call but recordings are only saved for a year period This year time frame is in line with industry standards as well as federal guidelines

The calculation worksheet is attached

The consumer needs to submit towing reimbursements to *** for processing This complaint is referring to business dealings with *** *** and not AA Auto Protection If the consumer is interested in cancelling this service contract they will need to follow the
instructions attached to this response

I purchased the warranty through AAI was told at the time of purcase that the warranty would gi into affect after days and milesThe engine was fine and I had no signs of it about to fallThe mechanic at the repair facility agreed with thatHe said these things happen without warning and they frequently see this same issue and warranty companies always cover itHe went further by saying it's obvious they did not want to payHis initial recommendation was that the lower engine was damaged and needed to be replacedAt that point, the attempt to cover the breakdown was startedI in fact recorded the employer that made the derermination as he told me that had I driven about miles ir would have then been coveredI cant understand how they can change the rules in the middle of rhe gameI am tryng to kust get them honor what rhey told me at the time of purchaseIf not, I am prepared to file suitIf someone from the Revdex.com wants to hear rhe recorded phone conversation, please contact me
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This customer purchased a vehicle service contract when her vehicle had 128,miles Part of this vehicle service contract and every other vehicle service contract is that the proper maintenance needs to be performed in order for the benefits to take affect A month and a half into the
contract her timing belt went bad A timing belt is a covered part by way of this contract A timing belt change is also part of the maintenance schedule set forth by *** for this vehicle It states that the timing belt MUST be changed every 60,000-80,miles So what does this mean for the consumer?? This means that as long as the proper maintenance is performed (meaning the timing belt is changed inside those guidelines) then the timing belt is covered for a failure This does not mean that you can ride the original timing belt to 130,miles until it breaks and then the contract will pay for it In this case the original timing belt was still in the vehicle at 130,miles and it broke Royal Administration denied this claim because the timing belt was not changed at the interval stated by the manufacturer The timing belt was 50,miles past the maintenance interval allowed by ***.The customers contract clearly states that This contract is only valid if your vehicle has been maintained in accordance with the manufacturers specifications.In this case the vehicle was clearly not maintained in accordance to the manufacturers specifications therefore the claim was denied

Thank you for your inquiryWe
appreciate the opportunity to address your concernsAA Auto
Protection is a broker of vehicle service contracts, in operation since This customer enrolled in a vehicle service contract with *** *** (**)
of
***, OH, through AA Auto Protection
The complaint states that the customer was lead to believe that AA Auto Protection was the company that would handle his claims We find this hard to believe Our website states that we are a broker on almost every pageThe policy the customer bought was called *** *** Ultimate New Car coverage That is the actual name of the administrator in the name of the contract We also do a sales confirmation at the end of every sale that states who the administrator is as well as the payment plan company The contract purchased also states that *** *** is the administrator and obligor of the contract A copy of this contract is attached for reference purposes
The customer has a contract that states that *** *** is responsible for his claims The contractual obligations of *** *** cannot just be handed off to a different company This is not how contracts work The customer would need to have *** *** pay for his claims They have ceased operation so the customer was advised to contact the Ohio Attorney General's office to find out what can be done AA Auto Protection is not in a position to start paying for *** ***'s claims We do not have a claims department and we have never paid a claim in our companies history It is not what we do hereWe understand that this situation is a difficult one The customer would need to take the necessary steps against *** *** to get what he is contractually owed AA Auto Protection cannot and will not issue refunds or pay claims for *** ***

This customer cancelled a policy inside the day validation period She had made a down payment and monthly payment to Omnisure group at the point of cancellation The down payment was issued back t the credit card it came from and the first monthly payment was issued back by check
As of today that check has not yet been cashed If the customer needs assistance she can also reach us directly at [email protected]

This customer purchased a contract that has a day and 1,mile validation period miles later the vehicle is broken down The benefits purchased will only benefit customers that have completed the validation period This customer did not complete the validation period so
her benefits were not active at the time of this incident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the
responseIf no reason is received your complaint will be closed as Answered]
I am rejecting this response because they have not reached o to the finance company for them to refund the $that was debited due to AA auto's failure to cancel the service as they advised they wouldDiana at this company at ext *** advised I would receive this refund in days when we spoke on 12/07, it has been days!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This customer purchased the [redacted] Gold policy through AA Auto Protection.  This policy is a stated component policy which means that the covered items are stated on the contract.  Any of those stated items are covered throughout the term of the contract.  Any item not listed on the...

contract would not be covered.  The shifter assembly is not a covered component by way of the Gold coverage.  Due to this fact [redacted] denied the claim.  Unfortunately, there is no way for us to make [redacted] pay for an item that is not supposed to be covered by the contract.

An OEM part is a part made to the same specifications by another company.  Many companies sell OEM parts for vehicles.  Having OEM parts in your vehicle made by another company other than the original manufacturer of the car is no problem and would never result in claim denial or...

cancellation of your policy.The reason this customers claim was denied is due to performance modifications.  The modifications were not OEM Parts or even aftermarket parts of the same type.  These were items to add horsepower to the vehicle and also adjust the height of the suspension.  The inspectors details are listed below. The vehicle has H&R coil overs which lowers the stock ride height.[redacted] intake[redacted] Intake Valve[redacted] Power Series [redacted] Speed 6 Race PipeModifications to a vehicle is this manner change the performance of the vehicle causing far higher rate of breakdown.  This is why no Vehicle service Contract that I am aware of allows performance mods.  Royal Administration is cancelling this policy and the customer will be issued refund based on the terms of the contract.