American Auto Shield, LLC

Thank you for bringing this customer's concern to our attention and for the opportunity to respond Unfortunately, American Auto Shield has recently been receiving reports of sellers who have no relationship with our company and who do not sell our products falsely claiming that they are calling from or on behalf of American Auto Shield We are vigorously working to identify these illegal actors, however since they typically use spoofed telephone numbers, this is a difficult process We do not conduct business with any marketers that engage in outbound telemarketing to numbers on the Do Not Call list and have confirmed that these calls were not made by anyone with whom we conduct business We have spoken with [redacted] and explained this situation to him and he was very understanding of the difficult situation that we are in He has offered to provide any additional information and, if possible by a contract from these callers, in order help us to identify these bad actors should he receive additional calls We will of course continue to do everything that we can to identify and stop these people who are illegally making these calls and using our name

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Thank you for bringing this customer's concerns to our attention and for the opportunity to respondUnfortunately, when Me [redacted] purchased his contract, he failed to disclose that the vehicle had been modified with a inch lift kit and oversize tires and wheelsUnfortunately, this makes the vehicle ineligible for coverage because these modifications greatly increase the wear on the transmission and other drive train componentsThe exclusions section of the contract clearly provide that "mechanical breakdown or failure of any otherwise covered part that is directly or indirectly related to a part or system that did not meet manufacturer's specifications or has been otherwise modified or altered, such parts and modifications includeoversized or undersized tires, wheels or lift and drop kits, whether or not the vehicle was purchased with such." Furthermore, the contract provides that the Administrator may cancel the contract if the vehicle is found to be modified in a manner not recommended by the manufacturerThese modifications are well outside of Dodge specifications, whether installed by the dealer or otherwiseAs a matter of good will, the seller of the contract agreed to provide a full refundWe trust that this satisfactorily addresses the customer's concerns and are sorry that we are unable to assist further Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I not accept the response from american auto shieldI disclosed the fact that I had a programmer that adds over a hundred horsepower and torqueI was never asked if I had a lift kit and bigger tires which should be an obvious questionIf I had not purchased the extended warranty I would have traded the vehicle in at the first sign of problemsBecause I thought that I was covered I kept the vehicle and now am responsible for over $in repair and rental chargesI think american auto shield is not an honest companyThey will cancel a contract and return money to the customer pro-rated, meaning they still make money for doing nothingThey dont care about their customerI have received a full refund from american auto shield, but that is not enough to solve the situation

Initial Business Response / [redacted] (1000, 11, 2015/07/27) */ Thank you for bringing this customer's concern to our attentionUpon review, it appears that her claim was properly handled in accordance with the terms of the contractThe contract clearly states: "At the ADMINISTRATOR'S election, repair or replacement of COVERED PARTS will be made with parts of like kind and quality, including but not limited to new, re-manufactured, exchanged, or used components." We were able to provide lifetime warranted parts for same day delivery, but [redacted] elected to take a credit and use the repair facility's higher priced partsThe claim was processed and paid to the repair facility based upon the credit for our parts cost in the amount of $1, Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason that I DO NOT Accept their response, is that there is no true to it, the facts is that they want me to allow then to put the auto zone parts in my truck, not once have they siad the brand parts, it like if you are in an car accident, you have the right to take your car inc.to any shop of your choice, and that is my rights, and what this company wanted me to do what they want to save then some money, they have gotten paid for this cover over $2800, at first I knew it was coming to be a problem the first day I put my truck in the shop so I'm asking anyone who would like to file a lawsuit again this company pleas call at XXX-XXX-XXXX, [redacted] we need to do something about then taking money from us and telling us what type of parts they wants to put on our truck inc,to save money on there end, when they was paid for it! so I'm ready to go forward with then.I would like a full refund, yes they paid $1200, something , why did I have to paid $2500, out of my pocket to get my truck out the shop, and also paid then $payment, so is that fair??? so anyone out there would like to get into a class action lawsuit, we must stick together,!please call me at XXX-XXX-XXXX! Final Consumer Response / [redacted] (4200, 17, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Reason I don't accept the partal payment, is that I paid for a car warrty, and I don't think it is fair to tell me what type of part, to save youall money, youall have gotten paid well, and this was my first time having to use the warrty, so what that being said, that show that I take very good care of my truck, ,I',m asking to please get a full refund! Final Business Response / [redacted] (4000, 19, 2015/09/29) */ As previously advised, Mr [redacted] is welcome to submit a request to cancel her contract for a prorated refundIf she was unhappy with the terms of the contract after reading it, she could have requested a full refund within daysThat option is unfortunately no longer available after keeping the coverage for almost two years and having a claim paid, we are unable to offer a full refund at this timeAAS has complied fully with all terms of the contract, as we are required to doWe regret any confusion or inconvenience to the customer and wish her only the best

Unfortunately, no shop has indicated that the failure was the result of anything other than the electrical issue In fact, we provided the shop's written agreement that the root cause of the failure was in fact the electrical issue We have to rely on the information provided to us by the repair facility and the inspector We have been provided no other information whatsoever to contradict that information If the customer has additional information that would effect the determination on this claim, we will of course be happy to review it, but he has provided no such evidence to date

Thank you for bringing this customer's concern to our attention and for the opportunity to respond The contract purchased by Mr [redacted] is a stated-component contract that covers only those parts specifically listed With respect to the transmission, electrical components of the transmission are not covered In addition, the customer is required to maintain the vehicle properly and the contract will not cover damage caused by continued operation with a known failure We received a call from Cadillac of Las Vegas on January 13, with miles Cadillac of Las Vegas indicated that the only failure was an internal mode switch (electrical component) Accordingly the claim was not covered because it was only an electrical component not listed for coverage and specifically excluded We then received a call on February 1, from a repair facility that does not perform internal transmission repairs reporting the exact same electrical failure codes On March 15, 2016, a claim was called in from Aamco with a reported mileage of Teardown was completed and an independent inspector opined that the "failed pressure switch is the root cause of the failure." The technician at Aamco agreed with him and signed his agreement on the attached inspection findings Essentially, the customer knowingly continued to drive the vehicle with the electrical switch issue for two months and 2,miles until further damage was done to the transmission because of his failure to replace the faulty switch

Initial Business Response / [redacted] (1000, 9, 2015/12/30) */ Thank you for bringing this customer's concern to our attention and for the opportunity to respondAs previously explained to the customer, the engine claim was denied because of water intrusion as documented on two inspectionsThe cause of failure is not covered by the contract and was clearly evidenced by the condition of the air filter and airbox as well as by testing of the oil by an independent laboratory that showed the presence of water and dirt in the oilFailures caused by contaminated fluids are excluded from coverage under the contractAs an accommodation to the customer, we are willing to refund the purchase price of the contract in order to assist with the necessary repairsWe hope that this will satisfactorily resolve the customer's concerns Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/04) */ three mechanics have verified that there was no water intrusion in my engineAs for the oil sample, the oil pan was sitting on the floor of the dealership for three weeks before the oil sample was tested so yes there probably was dirt and water in the oil but no anti-freeze was detected in the oil sampleI will accept the full refund of the contract purchase price as it will just cover a used engine for my JeepI look forward to receiving all my money back for the repair of my vehicleThank you [redacted] ***

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 WHEN THE AMOUNT ON SAID INVOICE IS FULLY RE-REIMBURSED, OTHERWISE THE COMPLAINT REMAINS IN EFFECT Sincerely, [redacted]

Thank you for providing American Auto Shield ("AAS") with this customer's concerns and for the opportunity to respond This customer purchased a powertrain plus contract that specifically states the items that are covered under the contract Prior to the expiration of her day waiting period, a claim was called in for lower control arm bushings, which are not listed for coverage under the contract We subsequently received a call from her repair facility on December 2, indicating that the vehicle needed a front cover gasket, and oil pan gasket and a left front axle seal Since there is no coverage for seals and gaskets under the contract and there was no diagnosis of a failure to any covered component, the repair facility was correctly advised that there would be no coverage for stand-alone seals and gasket failures Although it is very clear that the claims were properly handled in this instance and there were no covered failures reported to us by any repair facility, we will agree to fully refund the customer purely as a good will gesture She may contact me directly and I will see that a refund is issued promptly We hope that we have been of assistance

Thank you for providing American Auto Shield with this customer's concerns and for the opportunity to respond While we have no record of the customer contacting our office to request cancellation, we have communicated with Carshield who sold him his Repair Saver membership and they have agreed to fully refund his payments If the customer does not timely receive his refund, he is welcome to contact me directly at [redacted] Thank you again and we trust that we have satisfactorily addressed the customer's concerns

Although this claim was clearly handled correctly based upon the written findings of the inspector to which the repair facility agreed in writing, we have requested that the customer forward us a copy of the repair invoice in order that we may evaluate how we may assist him on a good will extra-contractual basis We are currently awaiting a copy of the invoice

Here is the copy of the letter that you requested Thank you

Thank you for bringing this customer's concern top our attention and for the opportunity to respond We are uncertain of the basis for his complaint with respect to having been asked questions about modification and farm use It is our adjusters obligation to fully investigate all claims Neither was an issue and the claim was not delayed for minutes once the customer responded to the questions regarding the ignition interlock device and confirmed that he was not using the vehicle for agricultural purposes With respect to parts, the contract clearly states that it is the administrator's option to source and supply like kind and quality parts, as authorized and contemplated by 634.121, [redacted] StatutesAlthough the claim was properly authorized to the repair facility several weeks ago, we are informed by the repair facility that the customer declined any repairs and took the vehicle Accordingly, there is little that we can do to assist at this point If the customer is unhappy with coverage and would like to cancel his contract, he may send in a written request and mileage statement as instructed in the contract and we will see that it is expeditiously processed

Thank you for informing American Auto Shield of this customer's concern and for the opportunity to respond We are uncertain what the basis for the customer's complaint is insofar as the repair was completed in full at no cost to the customer over his $deductible The only failed part was the compressor and AAS supplied a new compressor for the repair No other parts were failed or required With respect to the freon, it has been the law in Florida since that no repair facility performing automotive air conditioning repairs "shall perform that activity without the use of approved refrigerant recycling equipment." It is our understanding that from the repair facility that such was done in this instance, otherwise they would be subject to fines of up to $per day Naturally since the system was full, we would not pay for freon to replace that which is legally required to be, and in fact was, reclaimed We apologize for any confusion on the customer's part, but it is clear that the claim was properly adjudicated and paid in this instance If Mr [redacted] still wishes to cancel his contract for a prorated refund less claims paid and the cancel fee, he is certainly welcome to send a cancel request with his current mileage pursuant to the terms of the contract and we will see that it is promptly processed

Initial Business Response / [redacted] (1000, 13, 2015/07/27) */ Dear [redacted] : I am in receipt of your complaint filed with the Revdex.comPlease note that American Auto Shield does not mail solicitations to customer or sell contractsWe are an A+ rated and accredited Revdex.com member and our products are fully insured by American Bankers Insurance Company of [redacted] an A rated insurer and member of the Assurant groupWe do not condone improper marketing practices, but without more information I am unable to investigate your concernWould you be able to provide me with a copy of the mail piece that you received? Independent agencies that market contracts in [redacted] are required to be licensed by the [redacted] Department of Financial Services and are also required to list Florida licensed administrators for whom they sell on all solicitationsAny information that you can provide would be most appreciated and I apologize for any inconvenience Thank you for bringing this matter to our attention Kind regards, [redacted] Vice President / General Counsel [redacted] XXXXX Phone: [redacted] Mobile: [redacted] Fax: [redacted]

Complaint: [redacted] I am rejecting this response because: This continues to be an ongoing issueThe most recent claim was not reviewed as promised and nothing has been doneThis time I had to bring the car back in to be worked on because the part that was replaced back in June resulted in water condensation within the cabin due to the HVAC drainage system not correctly workingWhen I called about the claim American Auto Shield said that the claim was denied because they don't cover water damage however they failed to realize that there were two separate parts that were involved in the water damage and they have yet to knowledge I'd they would pay for any type of repair to the HVAC drainage system which was causing the AC condenser to malfunction The company is having an issue with realizing that the HVAC drainage system is malfunction is resulting in the AC condenser working in properly causing the water damageInstead they keep denying the claim and have refused to pay for any services Sincerely, [redacted]

Thank you for providing us with this customer's concern and for the opportunity to respond In accordance with the express terms of the contract, emergency repairs without prior authorization are in fact limited to reimbursement at $ As an accommodation the the customer, we have reviewed the claim to determine the amount that would have been properly payable had the repair been pre-authorized Our cost for the OEM rack and pinion new from a local supplier is $and the published labor time for the repair is hours which totals $ After the customer's $deductible this results in a claim that would have been payable for $ Accordingly, as a good will gesture, we are willing to reimburse the customer $in addition to the $already paid under the contract If this is acceptable, Mr [redacted] may contact me directly at [redacted] and I will see that a check is sent out immediately

I am rejecting this response because: it was not caused by overheating he seals and gaskets are in tactAt end of water pump which goes into the motor the bearing failedThat is what failedThe internally lubricated partFord dealership said soThese newer model fords has internal water pump that goes into the motorWas not a gasket or overheatEverything in tact Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Thank you for advising us of this customer's concernsUpon review, given the unusual circumstances and the difficulty that the customer has experienced with this matter, we have communicated with Mr [redacted] , offered our apologies, and given him the option of either extending coverage to the replacement engine or receiving a full refundHe elected to receive a full refund and his credit card has been credited back for all payments made towards the contractIf the credits do not timely appear on his account, I would ask that he contact me directlyThank you again and we trust that we have resolved the matter to the customer's satisfaction Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing this customer's concern to our attention and for the opportunity to respond As set forth in the customer's contract, emergency repairs performed without prior authorization are limited to reimbursement in the amount of $ While a portion of the brake repair would have been covered under the contract (e.gthe calipers), the repair facility installed loaded calipers which include non-covered items including pads and rotors As an accommodation, we mailed the customer a reimbursement check for $on July 10, Thank you again for bringing this matter to our attention and we trust that we have satisfactorily resolved the customer's concerns

Thank you for bringing this customer's concern to our attention and for the opportunity to respond Although the customer's contract is a stated component contract that covers only those components specifically listed and the clock spring is not listed, as an accommodation to the customer and good will gesture, we have contacted the repair facility and authorized payment for the clock spring replacement We trust that this satisfactorily resolves the customer's concern