All American Garage Doors

01/09/[redacted] [redacted] *** [redacted] *** Thank you for your correspondence This letter is intended to address your concerns that were filed with the Revdex.com on 1/5/ Continental Warranty, INC., received a copy of your vehicle service contract from Direct Motorsport on 1/5/2017; however, the contract was purchased on 10/3/ Prior to this, Continental Warranty, INChad no records of your vehicle service contract A claim was phoned in on 1/5/ at 2:P.M., from John at Checkered Flag BMW The concerns that were reported were a whining noise coming from the front of the vehicle, as well as an engine hesitation The shop was unable to verify any unusual noises, however a fault code for a low fuel pressure sensor was retrieved, and the sensor was recommended for replacement Unfortunately, the fuel pressure sensor is not a component listed for coverage under your Continental Gold service contract In addition, during their complimentary inspection of the vehicle, the shop noted that the oil filter housing gasket was leaking As disclosed on the vehicle service contract, gaskets and seals are not covered components under the Continental Gold level of coverage Continental Warranty, INC service contracts list every eligible covered component in an itemized format, giving the consumer a clear and transparent disclosure of the policy While the Continental Gold coverage is quite comprehensive, it is not the highest level of coverage available Continental Warranty, INCalso offers an Ultracare policy, which is available for your viewing and comparison on our website at www.continentalwarranty.org This plan offers an even more comprehensive and inclusive level of coverage for your vehicle, and may have been a better fit for your particular needs As always, Continental Warranty, INC strives to provide excellent customer service, and will continue to offer the highest levels of coverage available for service contracts in the automotive market Thank you,Continental Warranty Claims Department us why here

attached you will find the response for this complaint

[redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] * [redacted] [redacted] [redacted] [redacted] Continental Warranty has provided Land Rover of Milford with the cancellation details for the customer’s cancellationThe cancellation request was received on December 23rd and the paper work was mailed back to Land Rover of Milford on December 29th stating no refund dueIt was prorated by miles leaving percent of the warranty, however, after deducting the $cancellation fee and claims of $paid by Continental it was determined there is no refund due to the customer The process of cancellations is stated on the back of the contract which states that the cancellation fee and any claims paid by Continental Warranty would be deducted I have provided a copy of the contract with the highlighted cancellation area showing the process for your review as well as the letter showing pro-ration and paper work from Land Rover of Milford requesting for it to be cancelled Kind Regards, [redacted]

[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] * [redacted] [redacted] [redacted] [redacted] *** The process of cancellations is stated on the back of the contract which states that the cancellation fee and any claims paid by Continental Warranty would be deductedAlthough it was sold to the customer by Land Rover of Milford it is up to the customer to review the contracts before signing I have provided a copy of the contract with the highlighted cancellation area showing the process for your review Kind Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Complaint Type:Guarantee Or Warranty IssuesselectProblem:why can this company's get away with this ohh we don't cover thatI had to pay for new coolant for an ac unit I had donethe ac was grinding and all kinds of noiseContinental warranty wanted the service place to save old coolant and put back in new ac unit metal shavings would have been in that coolant and the work would be useless just too damage a new unitdon't make since to me!!!TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I paid $to hear two times now oh not covered close down this place and get people like me our hard earned $$ back in fullthey make it sound like its all good until you use it most places wont use these people because of there slow pay and no cover this and thatplease get my $back in fullTranslate

To: Revdex.com of Delaware September 29, Reads Way New Castle DE [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] Thank you for the correspondence, The level of coverage purchased unfortunately does not cover any type of fluids for any repair Please refer to the back of the signed vehicle contract for reference: What is not covered C) Oil, Grease, lubricants, fluids, coolants, refrigerants, wheel alignments In reference to the refrigerant recovery concern: The federally mandated refrigerant recovery machines have filters to catch all metal shavings due to compressor failureThe refrigerant is then returned into the new/replacement air condition compressor The vehicle service contract can be can cancelled at any timePlease call our office at [redacted] to initiate the cancellation of the vehicle service contract Please refer to the back of the signed vehicle contract for reference: CANCELLATION: You may cancel this Contract by notifying Us A Continental Warranty Inccancellation from must be submitted to Us The form must be notarized indicating the current odometer reading at the date of request will be requiredIf Your Vehicle Contract has been Financed, the (lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total lossIf this contract is cancelled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refunded After (30) calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage beganA $service charge as well as the total amount of all authorized claims will be deducted from all refunds after (calendar days) cancellation Item # In the event of cancellation, the lien holder, if any will be named on the cancellation refund check Sincerely, [redacted] Continental Warranty Claims Department

8/11/ This letter is addressing complaint filed with the Revdex.com on 8/11/ On 8/3/at 1:PM we received a call from National Transmissions, LLC located at [redacted] to start a claim on your vehicle At that time the shop stated you had a transmission issue with your vehicle with the transmission slipping The shop stated that you authorized them to remove the transmission from the vehicle This is in violation of your signed contract stating that no tear down is to be done without request of the warranty company Since we were not able to get an inspector there to verify the concerns the claim has been declined Please refer to the reversed side of your signed agreement with Continental Warranty (In the event of a breakdown section) Thank you for contacting us about your concerns, unfortunately since the terms of the contract were not met we cannot proceed further with your claimThank You, Continental Warranty Claims Department

The customers cancellation has been processed and all paper work has been sent to the dealerCancellations process is 4-weeks the customers cancellation was processed in that time frameIf the customer has anymore questions or concerns they should refer to the dealer

Stephen was a real pro A thorough, honest, conscientious craftsman I noticed on his shirt the word "Integrity." As a retired Marine, I don't take this lightly He's earned the right to put that on his uniform Highly recommend this company

The customers contract does not state if they do not use it that they will be refunded all of their moneyIt states the following which is clearly stated on the back of their contract under cancellations: Cancellation:You may cancel this Contract by notifying UsA Continental Warranty Inc cancellation form must be submitted to UsThe form must be notarized indicating the current odometer reading at the date of request will be requiredIf Your Vehicle Contract has been Financed, the ( lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total lossIf this contract is canceled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refundedAfter (30)calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage beganA $service charge as well as the total amount of all authorized claims will be deducted from all refunds after [calendar days] cancellation Item # In the event of cancellation, the dealer / lienholder, if any will be named on the cancellation refund checkThe customers contract cancellation has been processed according to their contractThe customers contract has also been attached and the cancellations process has been highlighted for review

[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] *** Thank you for the correspondence regarding our customer. Continental Warranty, Inc. was contacted on February 7, 2017 at 2:40 PM by West Broad Audi reporting a failed air ride suspension compressor. The contract surcharge for air ride suspension protection was not selected by [redacted] at the time of sale, therefore the air ride suspension compressor was not a covered item: SUBCHARGE:ÿ GPS NAVIGATION – Navigation display unit (coverage for display failure only); navigation control processing module.ÿ AIR RIDE SUSPENSION – Front Height sensors, Rear Height sensors, Air suspension compressor, Air suspension compressor drier assembly, Air suspension compressor muffler assembly, Air suspension relay, Air suspension compressor pressure sensor, Air suspension compressor over heat cut off switch, Air suspension Valve Block assembly, Air suspension reservoir, Front Air springs, Rear Air springs, Air suspension system pressure switch. *Number (3.) on reverse side of vehicle service contract [redacted] called the Continental Warranty, INC. Claims Department at 2:56 PM on 2/7, and asked if we could assist in any way. In an effort to maintain customer satisfaction, Continental Warranty, INC authorized the air ride suspension compressor to be replaced as a goodwill gesture. Continental Warranty, INC agreed to cover the part, and the only responsibility of the customer was to pay for the associated labor for replacement of that part. Per the service contract, Continental Warranty, INC has the option to supply the parts for all air ride suspension component claims. Please refer to the backside of contract: 3. AIR RIDE SUSPENSION- All named air suspension components are supplied directly from an outside licensed vendor at Continental Warranty Inc.’s request. [redacted] had already authorized the repair of the vehicle using the service facility’s part, and asked if we could pay the shop directly. The cost of the part with shipping would have been $520.00 through Continental Warranty INC.’S vendor. However, to further assist the customer, Continental Warranty, INC paid the full retail price of $1162.25 for the service facility’s part by corporate credit card. Normally, the credit card limit is $1,000.00, but it was decided to exceed the set credit card charge limit, so as not to delay the goodwill claim process any further. To summarize, the part that failed was not part of the service agreement coverage, due to the fact that the additional air ride suspension surcharge was not elected at the time of sale. [redacted] requested some assistance; and, in turn, Continental Warranty, INC. provided coverage for a non-covered item. Clearly, Continental Warranty, INC. went above and beyond the coverage guidelines for what the customer is entitled, per the service contract. By contacting the BBB, it would appear that the customer is still not satisfied, which is disconcerting since every measure was taken to accommodate the customer. In response to communication from customer on 3/16/2017: Please note that the air suspension part that would have been supplied by Continental Warranty, Inc. was a new factory OEM part, not aftermarket or refurbished. The claim was originally called in by West Broad Audi on February 7th 2017 (Tuesday), at 2:40 PM. All claims are time and date stamped in the system when placed. This was the first contact by the repair facility to start the claim process. [redacted] contacted Continental Warranty, Inc. on February 7th 2017 at 2:56 PM, shortly after the repair facility was told that the part was not covered. It was at this point that [redacted] realized that she did not purchase the surcharge on the contract for the air ride coverage, and that the service contracts are not “bumper to bumper’ offering blanket coverage on every part of the vehicle. Continental Warranty, Inc. approved the goodwill repair to assist the customer at 11:00AM on February 8th 2017, (Wednesday). The supplier would have overnighted the part, resulting in a next morning arrival on February 9th 2017 (Thursday). [redacted] admits to approving the repair on Tuesday February 7th, which is the same day the shop reported the claim, and the same day [redacted] called asked for assistance. The goodwill assistance approval was given in less than 24 hours, however the customer had already decided to have the shop proceed with the repairs before that goodwill assistance approval was made by Continental Warranty, Inc. Unfortunately [redacted] ’ timeline for the chain of events throughout the claim process is not accurate, making it appear that Continental Warranty, Inc. purposely wanted to cause delays with the claim. Nothing could be farther from the truth, however, as it was Continental Warranty, Inc.’s full intent to expedite assistance to this customer efficiently by offering goodwill coverage for a non-covered component. Sincerely, [redacted] Continental Warranty Claims Department

*** [redacted] *** [redacted] [redacted] [redacted] *** From: Claims Dept Vin: [redacted] Re: ID [redacted] Vehicle: Chevrolet Traverse Mileage: 101, Dear [redacted] Thank you for your correspondence regarding [redacted] ’s Chevrolet TraverseDurand Chevrolet contacted Continental Warranty Incon April 28, for the air conditioning is not blowing cold airThe diagnosis to repair the air conditioning is a rear air conditioning line (metal and rubber design) in the rear of the vehicleContinental Warranty Inclists the covered items on the front side of the service agreementThe air conditioning line, part number is not listed on the service agreement as a covered component Please view your signed service agreement for reference: Air Condition Components: Expansion valve, pressure cutoff switches, orifice tube and dryer, Compressor; Internal assembly including: pistons, rods, valves, bearings and shafts; clutch and pulley, condenser and evaporatorFor hoses, O-ring, seals, refrigerants and other non-covered components, the contract holder is responsibleNOTE: O.E.M refrigerants are to be used if replacement is requiredIf failure is due to a covered component, and fluid conversion is necessary, the contract will cover the conversion parts and labor only Unfortunately the air conditioning line (part number ) is not listed on the service agreement for coverage Continental Warranty Claims Dept

attached is the response

Fixed the problemQuick responseAll required parts on handFriendlyKept me informed

Stephen was a real pro. A thorough, honest, conscientious craftsman. I noticed on his shirt the word "Integrity." As a retired Marine, I don't take this lightly. He's earned the right to put that on his uniform. Highly recommend this company.