American Auto Shield, LLC

Thank you for informing us of this customer's concern and for the opportunity to respond.  We have discussed this matter with the customer and as a matter of good will and customer satisfaction, have agreed to reimburse him $2,346.61 to assist with the repairs done to his vehicle.  The...

customer indicates that he is satisfied with this resolution.  We are happy that we were able to assist and look forward to serving the customer in the future.

Initial Business Response /* (1000, 5, 2015/07/01) */
Thank you for bringing this customer's concern to our attention. Upon review of the complaint, it appears that the claim was fully authorized before we received the complaint and that the repairs, consisting of a complete engine replacement,...

have been completed and paid for at this time. I called the customer to apologize for any inconvenience that he experienced, however it was imperative that we obtain a proper diagnosis after two prior facilities had been unable to diagnose the problem and it was never suggested to us by either of the prior facilities that an engine was needed. [redacted] indicated to me that he was satisfied with the repair and the coverage provided by [redacted] and that he intends top continue as a customer. I am please that we were able to resolve this matter to the customer's satisfaction.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 13, 2015/07/27) */
Dear [redacted]:
I am in receipt of your complaint filed with the Revdex.com. Please note that American Auto Shield does not mail solicitations to customer or sell contracts. We 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 group. We do not condone improper marketing practices, but without more information I am unable to investigate your concern. Would 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 solicitations. Any 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]

[redacted]
Vice President / General Counsel
[redacted] XXXXX
Phone: [redacted] Mobile: [redacted]
Fax: [redacted]

Initial Business Response /* (1000, 9, 2015/12/30) */
Thank you for bringing this customer's concern to our attention and for the opportunity to respond. As previously explained to the customer, the engine claim was denied because of water intrusion as documented on two inspections. The 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 oil. Failures caused by contaminated fluids are excluded from coverage under the contract. As an accommodation to the customer, we are willing to refund the purchase price of the contract in order to assist with the necessary repairs. We hope that this will satisfactorily resolve the customer's concerns.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/04) */
three mechanics have verified that there was no water intrusion in my engine. As 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 sample. I will accept the full refund of the contract purchase price as it will just cover a used engine for my Jeep. I look forward to receiving all my money back for the repair of my vehicle. Thank you [redacted]

Complaint: [redacted]
I am rejecting this response because: Payment was not rejected customer paid monthly for service contract AAS provided nothing free of charge. Customer changer credit cards and logged on the the payment center and paid with alternate method. This is here again a non response from AAS . You may close this compliant as customer has filed suite in court and has a upcoming court date with AAS were receipts can be provided to the judge showing payment was made monthly until AAS dropped the ball on this repair. I STRONGLY URGE ALL COMPLAINTS TO UTILIZE THEIR STATES COURT SYSTEM AGAINST THIS COMPANY PER YOUR CONTRACT AGREEMENT YOU CAN TAKE THEM TO SMALL CLAIMS COURT IN YOUR STATE AND I AM GLADE THE LIMIT IN NORTH CAROLINA IS $10,000.00. SEE YOU IN COURT IN APRIL AAS 
Sincerely,
[redacted]

Thank you for bringing this customer's concerns to our attention and for the opportunity to respond.  In reviewing the claim, it appears that one of our adjusters made an honest mistake and ordered an inspection when the claim had already been noted that it was unnecessary given that the real...

axle clutch failure is very common to the vehicle.  We have communicated with the customer, apologized for our mistake, and reimbursed him for the cost of the covered repair and rental expense.  He indicates that he is satisfied with this resolution and we look forward to continuing to serve him 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]

Thank you for advising us of this customer's concern and for the opportunity to respond.  Unfortunately, the first repair facility informed American Auto Shield that they did not have the proper equipment to diagnose the vehicle since they are a body shop and not a mechanical repair facility....

 Their diagnosis and requested parts also changed several times.  It is our obligation to thoroughly investigate all claims in order for our ASE certified Master Mechanic claims adjusters to insure that a proper repair is completed.  When there have been conflicting diagnoses, it becomes even more incumbent upon us to inspect the failures.  In this case, we never refused to cover the fuel pump.  In fact, we authorized the repair, however, as an accommodation to the customer and good will gesture, the marketer who sold her the contract has agreed to refund her in full for all monies paid into the contract.

Thank you for providing American Auto Shield with this customer’s concern and for the opportunity to respond.  This customer’s [redacted] experienced a major engine failure at only 14,950 miles.  The contract purchased by the customer excludes coverage for vehicles used for racing, in a...

competition or speed contest.  The contract also excludes coverage for failures caused by abuse.  In connection with reviewing the customer’s claim, his repair facility provided records clearly establishing that the vehicle has been regularly raced on a track and that the alignment has been adjusted to racing specifications provided by the customer.  Additionally, the frequency with which the brakes and tires have required replacement or attention is clearly indicative of racing and abuse.Examples of the records provided by the repair facility include the following.  On September 25, 2013 at 4,775 miles, the repair facility was asked to complete a race inspection form because the customer was “taking to the track soon.”  On September 16, 2014, the again checked the vehicle for completion of the race report card and replaced the rotors and pads at 8,130 miles.  On October 24, 2014 at 8,635, they adjusted the alignment to racing specs and again completed the race ready report card.  On February 24, 2015, they again completed the checklist and replaced four tires at 9,744 miles.  On October 2, 2015 at 10,583 miles the brake pads were replaced again after only 2,453 miles due to race specs being too low.An additional race inspection was completed On October 16, 2015 and again on March 15, 2016 at 12,456 miles at which time it was noted that brake linings and tires require attention soon.  Race ready forms were again completed on October 25, 2016, brake pads were again replaced after only 3,597 miles and it was noted that tires needed attention soon.Based upon the records provided by the repair facility, it is clear that the vehicle was used for racing on the track and the frequency with which brakes were replaced, as well as the condition of the engine with wear the would only develop from heavy abuse from racing after less than 15,000 miles, that the vehicle is not eligible coverage.  We have offered the customer a full refund of the purchase price of the contract, but we are unable to assist with the repair.

Thank your for bringing this customer's concerns to our attention and for the opportunity to respond.  Unfortunately, the failure to this customer's engine is not coverable under the contract.  Two different repair facilities have informed our adjusters that the reason for the engine...

failure is that the engine was driven without oil as a result of the oil pan being rusted and having a hole in it that caused all of the oil to drain out.  The oil pan is not a covered component under the contract and failures resulting from rust are excluded from coverage.  Most importantly, failures resulting from a lack of proper and necessary amounts of fluids and lubricants are excluded from coverage.  In this instance, with two different repair facilities informing us that the engine failures are a result of driving without sufficient oil and the the first repair facility reported that when the vehicle was brought in the oil did not even reach the dipstick, we are unfortunately unable to assist with the claim.  As an accommodation to the customer and good will gesture, we have spoken with the company that sold her the contract and they have agreed to refund the customer in-full for all monies paid towards the contract.  We are hopeful that this will assist her in completing the repairs to her vehicle.  If she does not timely receive her refund, she may contact me directly at [redacted]

Thank you for providing American Auto Shield with this customer's concerns.  Upon receipt of the complaint, this claim was reviewed by our claims manager who contacted the customer and agreed to proceed with the claim.  On the same day, November 29, 2016, the claim was paid by...

reimbursement to the customer for the authorized amount of the repair as well as his rental expenses.  We regret any inconvenience to the customer and wish him only the best.

Thank you for providing us with this individual's concern and for the opportunity to respond.  American Auto Shield is an administrator/obligor for vehicle service contracts.  We do not mail any solicitations whatsoever and...

do not sell contracts.  All of our contracts are sold by direct marketers or agents who sell for a number of different administrators.  That being said, we would be pleased to investigate further if the consumer would like to provide additional information and a copy of any mailers received. He may send any information to me directly at [redacted]

Complaint: [redacted]
I am rejecting this response because: first I used a pretty paid credit card I do not load my personal credit card for anyone to debit. Secondly payment was made the contract was valid when repairs were needed I don't care how many times a pretty paid was rejected they received payment if they had not the claim would have been denied. Lastly they need to read there own contract as it states you can choose arbitration or your state's smalls claims court . I have not been contacted by any one the truck is still located at [redacted] in [redacted] were the repair department has tried to resolve this every conversation with American auto shield was recorded we will see who prevails in court read your own contract lol can't sue in court 
Sincerely,
[redacted]

Thank you for providing us with this customer's complaint and for the opportunity to respond.  It appears that the claim was paid in full to the repair facility for the covered items prior to our receipt of the complaint on November 28, 2016.  While the number of hours that was authorized...

based on flat rate labor manuals was less than the amount to qualify for a rental, we would be pleased to review any rental invoice for reimbursement as an accommodation to the customer.  We trust that this matter has been resolved to the customer's satisfaction and look forward to assisting him in the future.

Initial Business Response /* (1000, 6, 2015/11/09) */
Thank you for bringing this customer's complaint to our attention and for the opportunity to respond. We have reviewed the customer's allegations and listened to the phone calls. It is clear that her complaint is wholly without merit. On...

August 19, 2015, she called in to see if her air conditioning was covered. She was told yes, but that the shop needed to call with a diagnosis, as is customary under all service contracts in order for the administrator to verify the diagnosis as well as the parts and labor times. For this reason, each page of the contract states in bold print at the bottom "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION." The customer called again on September 4, 2015 to ask if the blower motor was covered and was again clearly advised that she would need to have the repair facility call in before performing repairs to start a claim. Subsequently on September 12, 2015 she elected to have the repairs performed on a Saturday without authorization.
We are uncertain why she refers to bankers hours as our offices are open from 6 a.m. until 5 p.m. Mountain Time, Monday through Friday. This equates to 8 a.m. until 7 p.m. in North Carolina.
In light of the gross misrepresentations in her complaint, as well as her abusive tone and demeaning comments on the phone with our representatives, we are more than pleased to refund her all monies paid under the contract. A full refund check will be mailed this week and we wish her only the best.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because the response from this organization clearly lets me know this is not a company that I want to do business with as their statement is without merit. I did call on both dates regarding the air conditioning unit and explained to the claims rep that I spoke with my situation of only being able to have my vehicle serviced on a Saturday. They are the ones who gave me the direction to have it repaired and that I would have to pay out of pocket but would be reimbursed once I submitted the receipt for the work done. This is an unethical business as well as the individuals who work there. They can say what they want to say on their side but I know the facts and how I was treated by their employees even down to not having received the check they claimed to have sent to me and wanted me to pay to have a stop payment put on a check they didn't send. Now, what I would like to know is what dollar amount they are sending back as they didn't note that but I have my contract indicating the amount I paid in full.

Complaint: [redacted]
I am rejecting this response because when I was sold the coverage, I was told that it was bumper to bumper.  I am sure, any claim, that I bring to them, they will reject, as I noticed that there are many complaints and claims that this company has denied.  It is so unfortunate, that companies like this take your money and never cover any claim presented. Sad. It would be great, that if they will deny, all claims, due to their clever wording, and avoid processing claims, that they would in-turn, return a portion of your money.  It is SO unfortunate.
Sincerely,
[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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/01) */
Thank you for bringing this customer's concern to our attention. We regret that she experienced difficulty with the claims process, however we have reviewed the claim and it appears that it was adjudicated properly and the repair completed with...

our supplying a complete engine assembly. Unfortunately, it took some time for the repair facility to provide information that would allow our adjusters, [redacted] to determine the cause of failure and appropriate repair. Had the needed measurements confirming that a cylinder was worn beyond specification sooner, then the claim would have been authorized much earlier, however the vehicle was taken into the shop for only a ticking noise, which is very common with the type of vehicle. Naturally, before authorizing a complete engine replacement at a cost in excess of $5,000.00, we needed a confirmed diagnosis indicating that the same was necessary. Once that was provided, the claim was authorized and paid. We trust that this satisfactorily resolves the customer's concerns.
Complaint Response Date bumped because: Holiday