American Auto Shield, LLC

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Thank you for bringing this customer's concern to our attentionUpon 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 timeI 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 customerI am please that we were able to resolve this matter to the customer's satisfaction Complaint Response Date bumped because: Holiday

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 In addition I was very pleased with the personal attention my issue was given by Mr*** Sincerely, [redacted]

Complaint: I am rejecting this response because: Sincerely, [redacted] I have not had any resolution concerning this claim that was deniedThe pump failure was the issue and the electrical part only had a torn sealWhen speaking with my Attorney he was asking me if I wanted to file the demand letter before we file suitIs that the direction this is goingI was told we would have arbitration but all you have done is manipulated the claim to work in your advantage when the part was clearly from the internal pumpon the image of the piece of paper you sent just states that the pump failed and caused damage to the internal pert of the internal electrical part causing code to be thrown but the initial failure was caused from pump failureAgain the writen proof you submitted is just statign the the PUMP failure cause the damage to electrical part (tore the seal only) had the PUMP not failed it would not have thrown a code to indicate an issue SOAGAIN THE PUMP FAILED CAUSING DEBRIS TO TEAR THE SEAL ON the Internal electrical part...AGAIN YOU ARE TRYING TO MANIPULATE YOUR GUIDELINES AND WHAT THE DOCUMENT SAYVERY FRAUDULENT just as the attorney general's office said

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Thank you for bringing this customer's concerns to our attentionThe contract purchased by [redacted] is a stated component contract that clearly specifies those parts that are coveredAdditionally, the contract requires that AAS be contacted with a diagnosis and estimate for authorization prior to any repairs being completedWe never received a diagnosis or estimate and have no records or bills from any repair facilityThe only information that we have is that a catalytic converter was replacedCatalytic 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 furtherIf [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

Thank you for providing us with this customer's concerns and for the opportunity to respond It appears from our records that the claim was reviewed by our Claims Manager on May 20, and authorized for an engine replacement on the same day This complaint was forwarded to us by the Revdex.com on May 23, An engine has been shipped and is en route to the repair facility Accordingly, it appears that the matter was resolved prior to our receipt of the complaint We look forward to continuing to serve the customer in the future

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 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, We have already paid claims totaling $2, 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

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] but in addition to the acceptance of this resolution I do want to stress the manner in which the customer service person we were talking to both times concerning this matter - each stressed the reason for the refusal of repair was as stated above, yet both people refused to send us an email concerning the refusaland both stressed the "need for a reason as to why the timing jumped." whether it is improper installation or whatever, how can the customer service reps baldly state to the policy holder that my mom needed to find the reason for the failure of the timing chain - how is a person not a mechanic supposed to answer thisi personally feel, both times, talking to your service reps, that they were not helpful in conducting the business with my mom (i was here both times and talked with both reps) and the lack of service when trying to get an email from your reps concerning the refusal of repair (which I still have not received) is appalling too

Thank you for providing us with this customer's concern It appears that the matter was resolved prior to our receipt of this complaint Unfortunately, the freight company utilized by our parts supplier was late picking up the differential and then the truck was stuck in the StLouis area because of flooding In order to expedite the matter for the customer, we not only agreed to use the repair facility's remanufactured differential but also reimbursed him for all of his car rental expenses resulting from the delay In addition, we waived the customer's deductible as an accommodation for any inconvenience The repair facility was paid in full by credit card on January 7, in the amount of $2,and a check was sent to the customer for rental reimbursementThank you again for the opportunity to address the customer's concern and we look forward to continuing to provide him with excellent service in the future

The option that we provided the customer was to add the seals and gaskets surcharge as he requested, or to receive a prorated refund in accordance with the terms of the contractThe refund was calculated correctly based upon the express terms of the contractThe various laws and regulations cited by the customer have no applicability to the situation at handNo government entity is involved and no claim has been submitted for payment by AAS to the United States governmentWe are unable to determine why he references laws that have absolutely no relevance hereAAS acts fully in accordance with all laws and regulations applicable to itSince the customer elected to cancel the contract and the refund was properly calculated, we are unable to assist further

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Thank you for bringing this customer's concern to our attention and for the opportunity to address itIt appears that the claim was actually authorized on October 20, prior to our receipt of the complaintThe repairs were completed and the shop has been paid by credit cardWe do apologize that there was a delay in our receipt of the independent inspection reportsAs an accommodation and good will gesture, we would like to waive the customer's contract deductible for his next two claims Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because when I called them it was always someone else's fault as to why it was taken weeks and I was without a wheelchair accessible vehicleAnd as to their offer of waving the next deductibles, what if I don't have another claim? I had a Warrenty on another vehicle for yrs now and have yet to make a claim on that policyBesides the deductible is $that I pay the shop, the company is not affected at all! Final Business Response / [redacted] (4000, 9, 2015/12/03) */ Again, we apologize for inconvenience to the customer for delays in the completion of the repairWhile it is true that the claim was initially called in on October 2, by the repair facilityWe did not receive a diagnosis and estimate from the shop until October 13, We do not understand how the customer concludes that our waiving the deductible does not effect us, since it would increase the amount that we would pay towards a claim by that amountIf Mr [redacted] has additional concerns or would like to discuss this matter, he may certainly contact me directly at XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: Payment was not rejected customer paid monthly for service contract AAS provided nothing free of chargeCustomer changer credit cards and logged on the the payment center and paid with alternate methodThis 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 repairI 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,SEE YOU IN COURT IN APRIL AAS Sincerely, [redacted] ***

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]

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 opinionHowever 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 sameThe 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 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 purchased a stated-component powertrain contract on or about September 18, The contract specifically list the parts that are covered and does not provide coverage for leaking seals and gaskets.On November 13, 2017, the customer called in a claim and upon first inspection, we verified coolant/oil intermix in the engineThis powertrain contract does not cover seals and gaskets (head gasket), it only covers a cracked cylinder head or block if the failure is caused by an internally lubricated part, and it does not cover failures caused by overheat.During a second inspection, we verified the intermix again and that the water pump had failedThere are no internally lubricated parts failedThe only other way for the intermix to happen is a blown head gasket, cracked head or block; none of these parts are covered by the contract.While we do not like to deny claims, we are obligated to follow the express terms of the contract We have offered to proceed with coverage for the water pump along with rental car reimbursement Thank you again and we trust that we have satisfactorily addressed the customer's concerns

Initial Business Response / [redacted] (1000, 7, 2015/08/28) */ Thank you for bringing this customer's concern to our attention and for the opportunity to respondUpon review, we never denied this claim or refused to send the inspector out a second timeThe initial inspection indicated a "possible failure at the turbo charger" and that further teardown was needed to confirm the failureMr [redacted] 's mechanic signed that he agreed with the inspector's findingsA copy of the inspection report including a photo of the mechanic's signed acknowledgment of agreement is attachedThe last contact that we had from the repair facility or customer was on July 31, 2015, at which time we requested that they call us back after the vehicle had been diagnosed to the point of failure so that we could set it for inspection to determine coverageTo date, we have not heard back from the repair facility or the customer so the claim has been placed inactive We remain willing as always to proceed with further review of the claim once we are provided with a diagnosis for a covered repair Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to call the insurance company personallyNormally this is done by the repair facility The person who inspected the vehicle for the insurance company guessed it was the turboThe turbo was replaced months prior to this happeningThe problem definitely was not the turboWhen I called the insurance company and told them this they said on a turbo car like this the turbo goes out very oftenThe turbo is not covered in the warrantySo no matter how far we disassemble the engine the insurance company can still say the turbo was at fault so they don't have to cover the engineI decided to spare the expense required to disassemble the engine and just get turned down again as they statedI would put the money toward rebuilding the engine which is what the insurance company should have doneSince I feel this warranty was worthless I only asked for a full refund of $I don't have the time or energy to go back and forth with an insurance company who clearly will not stand behind any warranty they issue Final Business Response / [redacted] (4000, 11, 2015/09/29) */ Thank you for bringing the customer's additional concerns to our attentionIt seems that his issue is with the repair facility rather than with American Auto ShieldWe are not certain what his basis for disagreeing with both the independent inspector and his own mechanic, who signed his agreement with the inspector's finding, but obviously without a diagnosis we are unable to determine coverageSince he would prefer to not proceed with the claim, we are more than happy to refund the purchase price of the warranty productWe will have a check sent immediately and trust that we have resolved the customer's concern

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 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 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

Complaint: [redacted] I am rejecting this response because:I don’t take kindly to being called a “liar” in nicer wording- “patently false”, and American Auto Shield’s interpretation of the contract is far from “plain English”I am not disputing the handling of claims, and I do not understand why this is the only portion of my complaint to be addressedI am bringing to light deceptive business practices which harm consumersIn good faith, I paid for a service falsely marketed as a “full-coverage warranty”Consumer beware: I received letters in the mail containing personal information, 1-times a week, from a warranty provider claiming to be affiliated with ***Over the phone, the company “verified” the service was being provided through [redacted] , and that all engine/transmission repairs would be coveredAmerican Auto Shield uses several third-parties and/or satellites to market their “services” and handle paymentsThe warranty was sold to me by a satellite company- [redacted] - which is now out of business and faced complaints of consumer fraudAn authorized [redacted] dealership later informed me that the provider(s) were in no way affiliated with [redacted] , and that I was not the first of their customers to have fallen for this scamWhile I have reviewed American Auto Shield’s response to my complaint, I find that it is absolutely not “satisfactory”, it is a lowball attempt to discredit my experienceI am hereby requesting to close the complaint, as I need to put this nightmarish ordeal behind 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, 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 providing American Auto Shield with this customer's complaint and for the opportunity to respond As an initial matter, this complaint does not pertain to American Auto Shield and we have never received any fund from this customer In order to assist the customer, we contacted the contract seller on her behalf and were provided a copy of the sales call where she was clearly advised on November 23, that she has a day period in which to cancel and received a full refund In any event, the seller agreed to cancel the contract and refund the customer in full We trust that we have satisfactorily addressed the customer's concern