American Auto Shield, LLC

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, 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

Thank you for bringing this customer's concern to our attention and for the opportunity to respond The contract purchased by the customer clearly states that in the event of cancellation, the refund will be based upon a pro rata refund, less claims paid and less the cancellation fee of $ It is clear that the refund was properly calculated in this instance and no additional refund is due

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Thank you for bringing this customer's concern to our attentionWe 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 assemblyUnfortunately, 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 repairHad 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 vehicleNaturally, 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 necessaryOnce that was provided, the claim was authorized and paidWe trust that this satisfactorily resolves the customer's concerns Complaint Response Date bumped because: Holiday

Complaint: [redacted] I am rejecting this response because: I don't really care what the contract saysThe contract is a scam and a fraudulent documentI paid American Auto Shield for two years of warranty coverage and I want two years of warranty coverageAmerican Auto Shield needs to pay for the covered claims during that two year period end of storyI do not want to be back charged for covered claims and on top of that be charged for the coverage I did not get periodMy next step is to file a complaint with the Attorney General for the State of [redacted] and to start a class action law suit against American Auto Shield and I would hope the Revdex.com would give them the lowest rating possibleIt would be far cheaper for American Auto Shield to send me a check for the covered claims rather than fight me in court Sincerely, [redacted]

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 $in rental reimbursement on August 15, 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 providing us with this customer's concern and for the opportunity to respond The contract purchased by Ms [redacted] is a stated component contract that specifically lists each component covered by the contract While the Deluxe contract has very extensive coverage, it is not a bumper to bumper contract On August 5, 2016, Ms ***' repair facility called and indicated that the vehicle needed a throttle body A copy of the contract including the covered components is attached Unfortunately, the throttle body is not listed for coverage under the contract We apologize for any inconvenience to the customer, but we are required to adjudicate claims in accordance with the express terms of the contract We look forward to assisting the customer with covered repairs in the future

Thank you for bringing this customer's concern to our attention and for the opportunity to respond Unfortunately, American Auto Shield never received a diagnosis and estimate from the repair facility until May 4, at 11:a.mdespite repeatedly following up wit them The repair has now been completed with our providing a remanufactured transmission at a cost of $2,400.00, paying the shop's labor in the amount of $1,and reimbursing the customer $for a rental car during the time that the transmission was in shipment We trust that this satisfactorily resolves the customer's concerns and look forward to continuing to serve her in the future

Thank you for providing American Auto Shield (“AAS”) with the above referenced complaint A claim was called in for this contract by [redacted] on January 9, An initial inspection was performed the next day that verified a failed water pump bearing, and engine noise and oil in the cooling system The inspector noted and the repair facility agreed that additional teardown was needed to determine the cause of oil in the cooling system and the source of the engine knock At that time, in accordance with the express terms of the contract, the repair facility was advised to obtain the customer’s authorization to diagnose the vehicle to the point of failure The contract provides as follows: “YOU are responsible for authorizing and paying for any tear down and/or diagnosis time needed to determine if the VEHICLE has a covered MECHANICAL BREAKDOWN or FAILURE This CONTRACT will not cover flat rate charges for diagnosis If the breakdown is not caused by a covered MECHANICAL BREAKDOWN or FAILURE, YOU are responsible for payment of the expenses associated with tear down and diagnosis.” Over the course of the month of November, AAS had multiple conversations with both the customer and the repair facility seeking information regarding a diagnosis At no time has AAS received a diagnosis or cause of failure After repeated requests that the customer authorize the repair facility to diagnose the vehicle, the last communication that we received from the repair facility was a phone call on January 27, 2017, returning our adjuster’s call, advising that the customer did not want to authorize diagnosis or proceed with repair Without a diagnosis and cause of failure, there is nothing further that AAS can do to proceed with the claim As an accommodation to the customer, we are willing to refund the customer the full amount that she paid towards the contract She may contact me directly at [redacted] or [redacted] and I will ensure that her refund is sent out promptly Thank you again for bringing this matter to our attention and for the opportunity to respond

Thank you for providing American Auto Shield ("AAS") with this customer's concern and for the opportunity to respond Upon receiving the complaint, our ASE certified master mechanics reviewed the claim and determined that we would proceed with the claimWe provided a replacement transmission and upon completion of the repairs, the repair facility was paid on November 9, We trust that this satisfactorily resolved the customer's concerns and look forward to continuing to serve him in the future

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.

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 debitSecondly 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 deniedLastly 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 bringing this customer's concern to our attention. As an initial matter, Ms [redacted] was speaking with American Auto Shield, but rather with the party from whom she purchased the copntract. After reviewing the cancellation letter sent in by Ms. ***, it appears it was... dated February 9, 2018 but we did not receive in our office until February 23rd. Regardless, we would like to honor the date of her request to cancel her contract. That being said, we have refunded her $198, which is a total of the two payments made. We trust that this satisfactorily resolves the customer's concerns.

Thank you for providing us with this customer's concerns and for the opportunity to respond While we sincerely sympathize with this customer's treatment by their repair facility, the claim was properly handled and paid by American Auto Shield The customer's repair facility initially called in a claim for an internal engine failure After tearing down the complete engine, a month later, they realized that there was no failure to the engine at all and that once they removed it from the transmission, the engine turned freely, indicating that the failure was actually in the transmission In an effort to assist the customer after the extreme delay by the repair facility, American Auto Shield agreed to proceed with the transmission replacement, even without teardown and a complete diagnosis or cause of failure Initially, the repair facility indicated that they were going to charge the customer for the engine teardown and also to put it back together which was necessitated by their own misdiagnosis On December 12, 2016, at our insistence, the shop agreed that they would not charge the customer for putting the engine back together Their service manager, ***, agreed to install the transmission that we had available for $1, The published labor time to remove and reinstall the transmission is hours and we agreed to allow an additional hours for teardown even though the transmission had not been torn down The hours mentioned by the customer is not the time for removing and reinstalling a complete new unit, but rather the time for rebuilding and overhauling an existing unit That was not done in this instance and the labor time guide is attached When we spoke with [redacted] at the repair facility on the very next day, he indicated that the customer had instructed him to order the shop's more expensive unit and that we should not ship our fully warrantied transmission According to the contract, labor times are paid based upon nationally published labor guides It is unfortunate that the customer was overcharged, and that the repair facility delayed the repair for over a month by misdiagnosing an internal engine failure, however these things are beyond our control We appreciate his frustration, but we are required to adjudicate claims in accordance with the terms 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]

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 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

Complaint: [redacted] I am rejecting this response because: we caller this company times and spoke to ***, [redacted] and ***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.comAfter 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 companyWe'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 weeksThey 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 forTotal amount of 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] ***

Thank you for bringing this customer's concern to our attention As a good will gesture, we have refund the two payments the customer has paid on this contract (a total of $387.00) The claim was never denied as the customer never authorized the repair facility to diagnose the vehicle We trust that this satisfactorily resolves the customers concerns

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Thank you for advising us of this customer's concernUpon review, it appears that this claim was authorized in full prior to our receipt of the complaintIn 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 facilityAdditionally, 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 repairI 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 / [redacted] (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 August 1, The contract specifically list the parts that are covered and does not provide coverage for leaking seals and gasketsOn October 16, 2017, the customer’s repair facility called in a claim for a water pump, as well as a leaking oil pan seal, the rear main seal, leaks at the cylinder heads and front cover The water pump is a covered component and was authorized to the repair facility Leaking seals and gaskets as stand-alone repairs are expressly excluded under the contractWhile we do not like to deny claims, we are obligated to follow the express terms of the contract As an accommodation to the customer and good will gesture, we are willing to cancel and refund all monies paid by him towards the contract If he would like to accept this offer, he may e-mail me directly at [redacted] and I will see that he is promptly refunded