AA Auto Protection

This customer purchased a policy.  At that time a down payment was run to start the plan.  After the down payment was run, the customer called back and stated that she would like to cancel.  Her policy was cancelled and refunded the following business day and less than 12 hours after...

purchase.

This customer did receive a card with the wrong number on it for roadside assistance.  AA Auto Protection paid her next monthly payment as good will for this situation.  The payment was $256.50 which was far more than the tow.  The customer has had 3 paid claims in the 6 months her...

contract has been active.  The latest claim was for a starter.  [redacted] paid the claim based on National Guidebooks.  This job takes 1.6 hours to do based on industry standards.  [redacted] paid for .3 hours above and included .3 hours for diagnostics.  In the end they paid 1.9 hours for the job.  The customers repair facility attempted to collect on 4 hours for that 1.9 hour job.  [redacted] also approved an OEM Starter for $369.81.  The repair facilty then charged $446.00 for the starter that they decided to use.  No vehicle service contract will pay 4 hours to do a 1.9 hour job.  As a private business a repair facility can charge whatever they want for anything they want.  This does not mean that an insurance company will in turn pay them for the made up numbers.  Claims are paid based on Industry Standards and National Guidebooks.  These guidebooks are recognized by the industry as the standard for claim payments as well as billing for repairs.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
This information was never communicated to me even though I asked for a breakdown of what the check represents. This was never communicated to me at initial purchase.
Regards,
[redacted]

From: [redacted]<[redacted].com>Date: Mon, May 23, 2016 at 3:06 PMSubject: Fwd: AA Auto Protection Purchase ConfirmationTo: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: "AA Auto Protection" <[redacted]@aaautoprotection.com>Date: Mar 16, 2016 9:50 AMSubject: AA Auto Protection Purchase ConfirmationTo: <[redacted].com>Cc: [redacted],Congratulations on your intelligent decision to activate your vehicle protection plan while you still qualify.Statistics show that your decision to protect your vehicle will most likely save you more money than any other form of insurance you currently have. In about 10-14 days, your application will be processed and you should receive your plan in the mail. You will enjoy the peace of mind knowing that your finances will not be disturbed whenever a repair may be necessary.AAAutoProtection.comhas Decades of Experience, online since 2002Your BenefitsYour claims will be paid by credit card directly to the repair facility.Your plan can be used at any licensed repair facility.Your plan covers parts, labor, and taxes.Your vehicle's trade-in or wholesale value is increased by having service contact.Low Down PaymentNo Fee Payment PlansNo Credit CheckInstant QualificationCustomized Payment Options for Any BudgetI am happy to answer any further questions and I am looking forward to your call.Bruce F[redacted], Ext: [redacted]###-###-####www.AAAutoProtection.comVehiclePlan Cost2008 [redacted]Total:$1,997.00[redacted]Down Payment:$1,997.00Current Odometer: 86,669Monthly Payments:VIN: [redacted]Monthly Payment:Coverage Plan48 / 75,000AllegianceSelect EliteExpires: 2/21/2020 or 162,669Deductible: $100.00Click Here to View Full Terms and ConditionsAA Auto Protection has always been committed to customer satisfaction.You won't find Better Auto Protection priced less anywhere!

From: Revdex.com of Metro Washington DC<[redacted]>Date: Fri, Jul 17, 2015 at 4:47 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]>---------- Forwarded...

message ----------From: [redacted] <[redacted]>Date: Fri, Jul 17, 2015 at 4:34 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]" <[redacted]>The issue has been resolved as of today 7/17/2015 thank you for prompt response

This customer cancelled his policy in writing.  The documents were received on 2/5/2017.  The refund process takes 30-45 days.  The refund calculations are being completed and a check is scheduled to be mailed on 3/13/2017.

We have received the customers cancellation paperwork and her pro-rated refund is being calculated.  The entire process from cancel to check in hand takes 30-45 days.

This customer was asked if his vehicle had modifications.  He answered"no" to this question.  When we spoke to this customer after the incident had taken place he originally stated that the sales rep asked him if there were any modifications under the hood.  He has now changed his...

stance on that matter and states that we never asked him about modifications at all. To make matters worse, the customer stated that he had no idea that the 22 inch wheels on the vehicle were not the stock size.  The allegations being made are not only false but the customer admitted in his own words that he had no clue anyway.  The 22 inch wheels on the vehicle is a 4.6% variance from the wheels and tires that are supposed to be on the vehicle.  This causes a 4.43% variance in his speedometer which in turn means that the actual mileage on the vehicle is not accurate.  Vehicle Service Contracts are based on liability which is calculated using the mileage of the vehicle, year of the vehicle and the stock options that the vehicle has from the manufacturer.  Having modifications like this completely changes those liabilities.  Due to this, Royal Administration was forced to cancel the customers policy.  Listed below are #7 and #16 from the Exclusions section of the customers contract: 7.  Vehicles modified from manufacturer’s specifications.16.  Any  alterations  which  have  been  made  to Your  Vehicle  and  are  not  factory-installed; frame or suspension modifications; lift kits; oversized/undersized tires or wheels; trailer hitches; or any other modifications to any of Your Vehicle’s systems.   systems.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: UNTIL IT IS TOLD TO ME OR A 3RD PARTY LISTENS TO THE TAPE WHERE I AM BEING ASKED IF THE VEHICLES HAS ANY MODIFICATIONS AT THE TIME I AM GETTING THE CONTRACT AND I AM HEARD SAYING YES I WILL CONTINUE TO DISAGREE, AND  I AM THE ONE WHO PURCHASED THE CONTRACT , THIS IS [redacted] RESPONDING TO THESE MESSAGES 
Regards,
[redacted]

This customer was 187 miles past the validation period when his vehicle was taken in for 4 seperate issues.  [redacted] approved a thermostat and 2 seperate power door lock actuators.  The transfer case issue was a rattling noise.  There was no failure demonstrated and the...

Repair Facilty stated that it was a very labor intensive process to tear down the transfer case to see what is making this noise.  With the vehicle only being 187 miles past the validation period the issue would have had to have just started within those 187 miles.  if the customer is interested in authorizing the tear down of the transfer case we will request that [redacted] send out another inspector to take a look.  If further details are needed the customer should contact [redacted] directly at ###-###-####.

Hello, My name is [redacted] and I filed a complaint against AA Auto Warranty, complaint #[redacted] in regards to monies owed to me.  I...

want to say sorry for the late response, but this issue has been resolved. This company returned my money in the time frame that they stated. I was satisfied with the timely response.Thank you,

This customer had a [redacted] administration contract which he purchased through AA Auto Protection.  The policy cancelled due to lack of payment on July 15th, 2017.  The last payment that was made on this account was May 15, 2017.  The customer has a current approval for $802.49 that has...

not been collected on by the Repair Facility that called in the claim.  No new claims would be processed on a policy that is not being paid for.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I'm done arguing with a brick wall, but that doesn't change how I feel and I refuse to accept your answers. Give me the refund you claim you plan to give me and start giving a list of black listed parts when you tell people they can repair their car with any OEM spec parts. I did not order any parts directly from [redacted] and was never educated that those parts were intended to increase horsepower. I never noticed a difference in the way my vehicle performed as I was repairing it and really feel like I've been cheated out of my money here. Further, as I mentioned before, that you seem to completely disregard every time, I went to an exhaust shop to diagnose an exhaust leak and they replaced my catalytic converter with a non [redacted] Catalytic converter. Then again your refusal to admit that maybe your inspector could have been wrong is another shortcoming of yours.
Regards,
[redacted]

I am rejecting this offer it doesn't matter if I was thinking about canceling my warranty the point is I did not cancel and still gave payment after I just got off the phone with the mechanic who did the work on my vehicle and he says the same thing he said from jump that I would not have known anything until that piece went bad and the gel ran into the transmission I did not have any transmission problems before this I am a hard working single father of three and I just want the 4,800 dollars I put out to be given back I want people to know about this company taking advantage of its customers this cost me a month of being without my car and having to rent one just to get to work

[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]

This customer purchased a Royal Administration policy through AA Auto Protection.  The customer filed a claim with Royal Administration for an engine.  Royal Administration hired a third party vehicle inspection company to inspect the customers vehicle failure.  The verbiage from the...

inspection report is below:THIS ENGINE HAS NOT BEEN MAINTAINED PROPERLY AS HEAVY VARNISH BUILD UP THROUGHOUT .ALSO THE CAM CAP BEARING FAILURE IS A LONG TERM WEAR CONDITION DUE TO BLOWN SEALS FROM THE TIMING CHAIN TENSIONERS , THIS IS NOT A SHORT TERM FAILURE BUT RATHER LONG TERM OPERATION WITH LOW OIL PRESSURE AND CONTINUED OPERATION. The customers contract excludes and failure caused by lack of proper maintenance.  It also excludes any failure which took place prior to the completion of the 30 day and 1,000 mile validation period.  Lastly, continued operation of the vehicle after a failure causing greater damage to the vehicle is also excluded. It appears that this claim was originally started on 4/26/2017.  It was then closed due to not hearing from the repair facilty again.  It was then opened again a month later.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
THIS BUSINESS IS A SCAM.. THIS BUSINESS TOOK MONEY FROM MY ACCOUNT AFTER ACCOUNT  WAS CANCELLED. I WANT MY MONEY BACK.  YOU STEAL OVER $1,00O DOLLARS YOU TOOK AN ADDITIONAL PAYMENT AND YOU ARE SAYING I DONT GET A REFUND.I CAME OUT OF MY POCKET WITH ALMOST THE SAME AMOUNT OF MONEY THAT YOU CLAIM YOU PAID OUT OF MY MONEY. ANDYOU STILL HAD MONEY LEFT OVER.  THEN YOU TOOK AN ADDITION PAYMENT  AFTER I CANCELLED THE POLICY.IF MY MONEY IS NOT RETURNED I WILL BE TAKING YOU TO SMALL CLAIMS COURT AND YOU CAN EXPLAIN TO A JUDGE HOW I USEDMONEY AFTER MY ACCOUNT WAS CANCELLED, AND YOU ARE KEEPING OVER $1000, AND WE BASICALLY SLIT THE COST (PAID WITH MY MONEY)FOR THE CLAIMS. NOW YOU ARE STEALING CUSTOMERS MONEY TAKING FROM MY ACCOUNT AFTER ACCOUNT WAS CANCELLED.

This customer had a contract with [redacted] purchased through AA Auto Protection.  The customer cancelled the policy and was issued a pro-rated refund based on the terms and conditions of their contract.  Based on the contract this customer purchased,  a full refund is...

available for policies cancelled inside the first 35 days.  The customer cancelled the policy on the 95th day.

A refund check in the amount of $312.82 was mailed out on September 14th.  It was mailed to:[redacted]chelmsford, MA [redacted]This check has not been cashed as of yet.  If you would like we can cancel this check and issue a new one.  Feel...

free to email AA Auto Protection directly if you would like us to issue a new [email protected]

The refund calculations are done based on the exact verbiage inside the customers contract.  We fully understand that it would be extremely beneficial to consumers if they could take advantage of the benefits of the policy and then get refunded on top of that but that is simply not the way the state regulations are set up.  This customer used $1,854.17 of the policy based on the terms and conditions.  She only paid in $1,782.00.  There is no refund owed to the customer in this case.  We have attached a copy of the customers contract for reference.