American Auto Shield, LLC

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  Upon review of the matter, it appears that the issue was resolved prior to our receipt of this complaint.  The customer was mailed a check for $549.72 in rental reimbursement on August 15,...

2017.  We trust that we have satisfactorily resolved the customer's concern and look forward to continuing to serve him in the future.

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 20 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] Statutes. Although 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.

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.
Sincerely,
[redacted]

Thank you for providing us with this customer's concern and for the opportunity to respond.  As an initial matter, the customer has never communicated with American Auto Shield about a cancellation refund, but may have spoken with the independent contract seller, Dealer Services.  The...

contract was canceled on February 20, 2016 per the customer's request to them, however there is no refund due on the contract.  In accordance with the cancellation provisions of the contract, the refund for cancellations equals a pro rata refund based upon the total CONTRACT purchase price calculated upon the greater of the days in force or the miles driven compared to the total CONTRACT term, less claims paid and less the cancellation fee of fifty dollars ($50.00).  In this instance, the pro rata unused portion of the contract purchase price was $1,210.76, however claims were paid while the contract was in force totaling $3,215.35, which when deducted result in a negative amount payable.  Accordingly, no refund is due.

Thank you for advising American Auto Shield (“AAS”) of this customer’s concerns and for the opportunity to respond.  The contract that Mr. [redacted] purchased is a stated component contract and covers only those items specifically listed for coverage.  There is no “general list of...

components,” but rather a very specific list of those components that are covered.  The premium for an exclusionary contract covering all parts (commonly known bumper-to-bumper coverage) would have been significantly higher than the coverage which was purchased in this instance.  The alternator bracket seal is simply not covered.With respect to the satellite radio, the contract does indeed provide that, at the administrator’s election, repairs will be made with like kind and quality new, used or remanufactured components.  In this instance, AAS sourced a new part directly from BMW at a savings.  It is not “BMW’s policy” not to accept original equipment manufacturer new BMW parts.  Unfortunately, Mr. [redacted]’s chosen repair facility did not want to accept a new OEM part because they wanted to make more money on the parts.With respect to the valve guide seals, AAS only seeks to be sure that proper repair is completed and requested that the repair facility demonstrate the failure.  In this case the repair facility wanted to charge the labor time required for completing the valve stem seal repair with the heads removed, but to perform the repair without removing the heads or demonstrating the failure.  Unfortunately, we cannot authorize over 30 hours without knowing that the requested repair will resolve the concerns.If Mr. [redacted] would like to cancel his contract, we are willing to waive any cancel fees and refund him $1,068.35.  We have already paid claims totaling $2,933.29.  I am unsure what interest he is referring to as there was no interest paid in relation to the contract.  If Mr. [redacted] wishes to cancel, he may contact me directly at [redacted] or [redacted].  Otherwise, we look forward to continuing to provide him with excellent service within the terms of the coverage that he purchased.

Complaint: [redacted]
I am rejecting this response because: we caller this company 27 times and spoke to [redacted] and [redacted]. We were hung up and treated as if we were trash by [redacted] and [redacted] and [redacted] decided to tell us he didn't care if we notified the Revdex.com. After I filed the complaint [redacted] then decided to try and fix the issue and since then we have called every two days and these people are no longer with the company. We've been told that the check wouldn't be issued unless we wrote a letter, then we were told two days ago that the check would be issued in another 16 weeks. They were looking to get as much money from us as they could and I am looking for a FULL refund of the amount we purchased this for. Total amount of 3000.00. This company knows we have been contacting them every two days, all calls are recorded so there is no way they can claim we haven't been dealing with their company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I don't agree with the statement: I do and have accepted the return of my funds and this case I consider close after these comments I will make below.Their response is far from accurate at all in my opinion. However in short, not only did they reject to pay at the body shop that also had a license mechanic, they also rejected to pay an authorize dealers ship service center, [redacted] of [redacted], **. They told us out right even after the investigater came to the dealership that they rejected the claim, and  Not one time did we hear it was approved even upon us paying for it ourselves.The representative from their company in my opinion is the one who kept changing the story.  The diagnosis with both the body shop Mechanic and the [redacted] Dealership were exactly the same. The part to be replace were the same, fuel injection pump.    After reading the above saying they approved it, I would not recommend this company and even more so on the basis of integrity.
Sincerely,
[redacted]

Thank you for providing us with this customer's additional concerns.  Unfortunately, her statements are patently false.  Interestingly, she quotes the exact portion of the contract, Section B. 9. which clearly states:  "Seals and Gaskets are covered only in conjunction with the repair or replacement of the COVERED PARTS listed in 1 through 8 above. Leaking Seals and Gaskets (as "stand alone" repairs) are not covered by the CONTRACT." (emphasis in original).  A full refund has already been issued purely as a good will gesture.  We apologize for any confusion on the customer's part, but the claim was without a doubt properly handled based upon a plain English reading of the contract.

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.
Sincerely,
[redacted]

Thank you for providing us with this customer's concern and for the opportunity to respond.  The contract purchased by the customer from an independent sales agency is a state component contract that specifically lists the items that are covered.  While the coverage is quite extensive,...

including engine, transmission, cooling system and many other components, it does not cover every component on the vehicle and especially not maintenance items or leaking seals and gaskets.  There have been only two claims called in for the vehicle, and unfortunately neither time was there a failure of a covered component.  In November 2016, a repair facility called in with a problem with the instrument cluster.  The instrument cluster is not listed for coverage under the contract.  On December 8, 2017, a repair facility called an inquired about coverage for a spark plug and leaking seals and gaskets.  Again, these maintenance items are not covered and are expressly excluded.  While we do not like to deny claims, we are obligated to adjudicate them in accordance with the express terms of the contract, which was provided to the customer at the time of sale with the opportunity to review for a full thirty days for a full refund.  Coverage has been in force for almost two years and a full refund is no longer available.  If the customer would like to cancel the contract, they may submit a written request and odometer statement as provided for in the contract and we will see that a prorated refund is promptly processed. A copy of the contract is attached.

There is absolutely nothing unethical about properly following the contract according to its terms and it is unfortunate that the customer feels that way.  The coverage that he paid for does not include the alternator bracket seal and we are unable to extend coverage to the same beyond the express terms of the contract.  With respect to the valve guide seals, we did not request any additional work or diagnosis from the repair facility.  We only asked them to verify that the valve guides themselves were not failed, which can only be properly done by removing the heads, an operation that is included in the 34 hours of labor that they requested and were willing to authorize for the repair.  In fact, we did not deny coverage at all for the valve guide seals, but were informed by the repair facility that the customer did not wish to proceed with the repair.  We did not choose the repair facility and the fact of the matter is that, contrary to the customer's statements, our claims adjusted are in fact experienced and trained ASE certified technicians and master technicians.  We remain willing to authorize the valve guide seals for the 34 hours agreed to by the repair facility, however, if we pay flat rate labor that includes the time for removing and reinstalling the engine and heads as recommended by the manufacturer, and it later turns out that there were other internal failures that would have been discovered or could have been corrected had the repair been performed in the manner recommended by BMW, we will not be responsible for any additional labor.

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing this customer's concerns to our attention. The contract purchased by [redacted] is a stated component contract that clearly specifies those parts that are covered. Additionally, the contract requires that AAS be contacted...

with a diagnosis and estimate for authorization prior to any repairs being completed. We never received a diagnosis or estimate and have no records or bills from any repair facility. The only information that we have is that a catalytic converter was replaced. Catalytic converters are not listed for coverage under the policy purchased by [redacted]. If there was a failure to a component covered under the policy, we will be happy to review further. If [redacted] would like to cancel his policy, he may send a request including the current odometer reading and receive a prorated refund for the remaining term of the contract.

Initial Business Response /* (1000, 6, 2015/12/09) */
Thank you for informing us of this customer's concern. It appears that the matter was resolved prior to our receipt of the complaint. Unfortunately, there is no scan tool that can diagnose an internal transmission failure without tear-down. ...

In this instance, we never received either a diagnosis or estimate for a repair to the transmission. As an accommodation to the customer, however, per her request, she was refunded in full for her contract.

Thank you for providing American Auto Shield with this customer's concern and for the opportunity to respond.  This customer's repair facility called in a claim for the air conditioning compressor on June 13, 2017 at 8:20 a.m. MST.  The claim was authorized at 8:36 a.m. MST....

 Unfortunately, there was a delay in the local parts supplier delivering the part, so the shop's part was authorized the following morning at 9:34 a.m., the repairs completed and upon receipt of the final invoice the shop was paid at 12:43 on June 14, 2017.  Although the contract limits rental charges to $40.00 per day, as an accommodation to the customer, we are willing to reimburse the customer a total of $160.00 for the one and half days from the time the claim was called in until the repairs were completed.  [redacted] is welcome to contact me directly at [redacted] and I will see that a check is sent out promptly.

We would be happy to review any invoices or documentation to see if there is anything that we can assist with and the customer is again invited to contact me directly.  She may e-mail me any invoices to [redacted] and call me directly at [redacted].  At this point, the only thing that we have to rely on is what we have been told by the repair facility which has not reported any covered failures.

I have discussed this matter with the customer to address his concerns and he has been sent an additional check for diagnosis.  I believe that the complaint has been satisfactorily resolved and we look forward to continuing to assist in the future.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for advising us of this customer's concern. Upon review, it appears that this claim was authorized in full prior to our receipt of the complaint. In fact, in order to expedite the claim for [redacted], we waived the inspection,...

despite the fact that the diagnosis and requested parts changed after the initial estimate from the repair facility. Additionally, our ASE certified mechanic claims adjusters conferred with the shop and added parts that were not requested by the repair facility in order to ensure a proper repair. I trust that the customer's concerns have already been satisfactorily addressed and we look forward to continuing to provide exceptional service in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for providing us with this customer's concerns.  I spoke with the customer and we determined that this complaint does not involve American Auto Shield.  He indicated that he would be withdrawing the complaint.  Please remove this complaint from our record.  If you have...

questions, or require additional information, please do not hesitate to contact me directly.  Thank you.

Initial Business Response /* (1000, 11, 2015/07/27) */
Thank you for bringing this customer's concern to our attention. Upon review, it appears that her claim was properly handled in accordance with the terms of the contract. The 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 parts. The claim was processed and paid to the repair facility based upon the credit for our parts cost in the amount of $1,225.76.
Initial Consumer Rebuttal /* (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 $2600 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 /* (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 /* (4000, 19, 2015/09/29) */
As previously advised, Mr [redacted] is welcome to submit a request to cancel her contract for a prorated refund. If she was unhappy with the terms of the contract after reading it, she could have requested a full refund within 30 days. That 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 time. AAS has complied fully with all terms of the contract, as we are required to do. We regret any confusion or inconvenience to the customer and wish her only the best.