American Auto Shield, LLC

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.

Initial Business Response /* (1000, 6, 2015/11/05) */
Thank you for providing us with this customer's complaint and for the opportunity to respondAs an initial matter, our company does not "hide behind" any names whatsoeverThe name of the company changed from *** *** to American Auto
Shield in *** is an independent seller of vehicle service contracts and Mepco is an independent company that provides individuals such as Ms *** with monthly payment plan programs
With respect to the claim, the shop delayed the claim significantly by refusing to provide an estimateOnce an estimate was finally provided, the inspection was scheduledDue to the inspection, AAS authorized additional rental and reimbursed the customer by check
It appears that the claim was properly handled, although it is unfortunate that the repair facility grossly overcharged the customerIn this instance, the only verified failure was to the air conditioning compressorContrary to the customer's statement, no mention was ever made of sending a used compressorThe compressor that AAS offered to supply was a fully warrantied *** *** *** compressorThe customer elected to use the shop's part which was also an aftermarket part from *** Interestingly, the repair facility is an authorized Napa repair centerThey charged the customer $for the compressor kit, part number NCCXXXXXNThe retail cost of the same part at the *** *** *** store miles or minutes away from the repair facility is $Attached is a copy of the printout showing the retail price at the local *** storeHaving been charged a maof over 95% of retail, it appears that the customer's complaint is directed at the wrong party
For the serpentine belt, which is clearly not covered by the contract and was old, dry and frayed on inspection, the repair facility charged the customer $when the retail cost at the same *** *** *** store down the street retails for $31.00, a markup of over 87% over retail
While we sympathize with the customer, it is clear that the proper repair could have been completed at any reputable repair facility at no cost to the customer over her $deductibleUnfortunately, mark-ups on parts of 95% and 87% over retail are not reasonable and would not be paid by any service contract or warranty provider
We regret the inconvenience to the customer and again, sympathize with her for the fact that she was grossly overcharged by her chosen repair facility, but we are obligated to adjudicate claims in accordance with the express terms of the contract and have done so in this case

Initial Business Response /* (1000, 7, 2015/07/27) */
Thank you for bringing this customer's concern to our attentionOur records reflect that as of today, the customer has taken the vehicle to a different repair facilityWe are currently trying to reach the facility to go over the
authorization for the claim
Initial Consumer Rebuttal /* (3000, 9, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For the labor hours and replacement aftermarket parts issuesI towed the car to other facility from BMW of Bayside to get the car fixed without paying hundreds of dollars from my pocketIt took more than weeks to fix the problems for this claimFirst, the replacement aftermarket parts were sent by AASIt took to days to receiveWhat happened if the aftermarket parts failed again? I will end up with same situationWait to business days to get approval for repair, maybe some of parts or labor can be covered by AAS
The labor time to replace the alternator seal, it will take hours labor by different car dealer repair facilityAAS will cover the labor up to hoursI suggest AAS find the repair facility for me to replace the alternator seal in NY area for hours laborI will tow the car to the repair facility if AAS can find the repair facility can do the job with hours laborOr AAS can send the mechanic to the repair facility to do the job
Something in the contract is misleadingAAS is trying to cut the labor time on the repair quote from the repair facilityFor instant, Valve cover gaskets B1, upper timing case gasket B1, BMW labor is 8.0hrs $Warranty co is only paying hrs $The customer has to pay $deductible and the differentI believe most of customers have been paid more than the deductible on each claimI suggest AAS send the questionnaire to all existing customers to find how many customers are satisfied
For the rental car, AAS just pay $per day or up to maximum $per occurrence that is including delays associated with ADMINISTRATOR required inspections or the shipment of parts needed for covered repairsMost of the repair claim will take more than daysAAS has to arrange the adjustor to repair facility (business days)The adjustors are not employed by AASAAS is using the third party adjustorIt will take other business days to get approvalTake to business days to get the parts to facility if the parts have been shipped by AASAll we know the $is not enough to cover the rental imbursementThe rental rate in NY City is much higher than other statesAAS doesn't use the data to adjust the rental reimbursement for each state
Final Business Response /* (4000, 11, 2015/09/01) */
Thank you for informing us of this customer's additional concernsWe are obligated to follow the express terms of the contract when adjudicating claims, including the use of standard nationally recognized labor guidesWith respect to the differences mentioned, there are certain common items that must be removed to replace the valve cover gaskets and upper timing cover gasketIt would be absurd to disassemble for the replacement of one gasket but charge for doing it twice because you replaced two gaskets while the vehicle was apartIn fact, the repair facility agreed that hours was reasonable and that is what they charged
In the less than months that this contract has been in force, we have authorized or paid out over to $5,in repairs for Mr***'s vehicleWe are sorry that he is not satisfied with the express terms of the the agreement that he purchasedWhile we hope to continue providing him with excellent service through the remaining term of the contract, if he remains unsatisfied, he is of course welcome to cancel at any time as set forth in the contract
Complaint Response Date bumped because: Holiday

Thank you for bringing this concern to our attention Unfortunately, the vehicle was not moved to the current repair facility because they do not work with outside service contract providers We work with *** every day In this instance, the *** shop was unwilling to honor
their own warranty for an improper repair *** replaced the timing belt in the vehicle on December 29, and Ms *** brought it back to them for a timing issue The receipt states that *** provides a day warranty on parts and workmanship That warranty remains in effect Both our independent inspector and the present repair facility agree that the cause of failure is an improper timing belt repair by *** Failures resulting from an improper prior repair are excluded from coverage In light of the difficulty caused to Ms *** because of the apparent prior improper repair, we will be glad to issue her a full refund of all monies paid toward the contract If she does not timely receive her refund check, I would ask that she contact me directly at *** ** ***

Initial Business Response /* (1000, 6, 2015/08/25) */
Thank you for bringing this customer's concern to our attentionIt appears that the matter was resolved prior to our receipt of this complaintUnfortunately, when the parts were ordered for the repair of the vehicle from *** the parts
were delivered to the wrong repair facilityThe customer's repair facility never informed us that the parts had not been deliveredImmediately upon learning from the customer that the parts had not been received, we contacted *** and were informed of the errorIn order to expedite the claim, we contacted the repair facility on the same day to authorize the repair using the shop's partsThe repair has now been completed and the full invoiced amount paid to the repair facility less the customer's $deductibleI trust that we have satisfactorily resolved the matter and we look forward to continuing to serve the customer in the future

Thank you for bringing this customer's concern to our attention and for the opportunity to assist Unfortunately, the repair facility never mentioned to expansion valve until after we inspected the vehicle, so we were unable to verify the failure We have spoken with the customer and
would like to assist her as much as possible, so we have reviewed the invoice and have determined that we can authorize payment of an additional $to assist with the repairs A check will be mailed out to her tomorrow If she does not timely receive the check or if I may assist her further in the future, I have advised that she is welcome to contact me directly

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. We are currently working with the customer to assist him with this matter and are currently awaiting receipt of additional information from him to resolve the situation to his satisfaction

Thank you for bringing this customer's concern to our attention and for the opportunity to respond We sincerely apologize for the difficulties that this customer has experienced in relation to the defective or improper transmission supplied by the vendor in this matter The claim has
now been authorized to the repair facility for over $7,to rebuild the transmission and we continue to work with them to have the repair completed as expeditiously as possible We also continue to fully cover the customer's rental costs until the shop can complete the repair Thank you again for the opportunity to respond and we look forward to continuing to assist the customer with this matter

This complaint appears to have been submitted by someone who is not a contract holder

This customer has never spoken with anyone at American Auto Shield, however on the customer's behalf, we contacted the contract seller, *** *** ***, an entirely separate company They also have no record of this customer calling to cancel, but the contract number provided in the
complaint was incorrect and it is possible that may have caused confusion In any event, *** *** *** agreed to refund the downpayment and it is my understanding that this has already been done We hope that we have satisfactorily addressed the concern If the customer has not already received the refund, I would ask that he contact me directly at ***

Complaint: ***
I am rejecting this response because: auto guard said all repairs would be done in hours when auto guard failed to get the parts to *** *** for the repairs *** *** had my truck for days cost me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
Thank you for bringing this customer's concern to our attention and for the opportunity to respondWith respect to the inspection, our records show that the independent inspector arrived promptly as scheduled on July The customer and
repair facility were given options of overhaul versus repair using our replacement transmission and the shop called us on July and said that they would like to go with our sourced partThe transmission was ordered and shipped by over the road truck on the same day and we were informed that it would be delivered within daysUnfortunately, the truck was delayed, a matter totally beyond our control** *** was provided with the same tracking information as was provided to usBecause of the delay, we authorized rental car coverage for the customer for the shipping delayIn fact, we had authorized rental coverage and the part was delivered to the repair facility several days prior to our receipt of this complaintWe are simply awaiting the signed repair invoice from the repair facility and rental invoice from the customerWe regret any inconvenience to ** *** as a result of shipping delays beyond our control

Thank you for providing us with this customer's concern and for the opportunity to respond The contract purchased by the customer, like most all service contracts, provides for pre-authorization of claims The claim was called in on August 17, and an inspection was set to verify
the failure and the proper repair An inspector arrived the very next day and the repair facility was not ready for the inspectionIn fact, it was not until August that the repair facility informed AAS that they were ready for the inspection As a good will gesture and accommodation to the customer, AAS proceeded with the claim even though the repairs had already been completed contrary to the contract terms The inspection was completed on the same day and the claim authorized On August 24, the repair facility faxed their invoice and were paid by secure credit card on the same day It is clear that there was no delay whatsoever on the part of AAS.With respect to the authorized amounts, the amount that AAS pays is in fact the retail rate There is no third rate as suggested by the customerAttached is the labor time guide printout showing the standard hours that was authorized as well as the hours for evacuation and recharge In reviewing the shops invoice, it does appear that they performed a partial charge, pressure and leak diagnosis, for which the labor guides allow one additional hour We are accordingly willing to reimburse the customer for an additional hour of labor time that was not requested by the repair facility when the claim was authorized With respect to sales tax, under Tennessee law, repairs covered by a service contract are not subject to sales tax If Ms *** has additional questions or would like to discuss, she is welcome to contact me directly at ###-###-#### We look forward to continuing to assist this customer

Complaint: ***
I am rejecting this response because: I was told that they only wanted to drop the oil pan , and it was agree on and then they adjuster had them take the hole motor apartThere was causes of fail and I as they said was not responsible for it when I naught the truck at *** I had no way to know what I got I naught it from a dealer in tn where I also filed a complaint with Revdex.com on the to no responseI'M ON MY 2ND CONTRACT WITH THEM WHY DON'T THEY REFUND MY FIRST CONTRACT ALSO I NEVER HAD A CLAIM WITH THEM BUT WAS TOLD TO LET THEM GO AHEAD BY BRYAN WITH AMERICAN AUTO SHIELD TO LET THEM TARE IT APART THERE QILL BE NO PROBLEMS BECAUSE OF MY HISTORY WITH THERE COMPANY OF ME I ALWAYS TAKE CARE OF MY VEH I BAUGHT THE WARRANTY BECAUSE WHEN U BUY SOMETHING USED AND THIS WAS BAUGHT AT A DEALER LOCATION I HAD NO WAY OF KNOWING IT WAS NOT ANYTHING I DID TO CAUSE THE FAILURE OF THE MOTORI WAS A CUSTOMER I'M VERY GOOD STANDING WITH MY FIRST EVER CLAIN OUT OF CONTRACTA
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing this customer's concern to our attentionThe contract purchased by *** *** provides for replacement parts of like kind and qualityWe offered to provide a lifetime warrantied remanufactured original equipment
alternator from a local parts store, but his repair facility elected to insist on selling their part for over twice the priceWith respect to labor, they charged hours to diagnose and replace the alternatorOur labor times, like all vehicle service contract and extended warranty providers, are based on nationally published manuals as set forth in the express terms of the contractThe repair in this instance could not have possibly taken an experienced Chevy mechanic hoursIn fact, there are instructional videos readily available online that demonstrate the complete repair being completed in less than minutesWhile we sympathize with *** ***, it appears that his frustration in this instance is misplacedOur authorization for $less the $deductible was very reasonable and could have easily completed the repair without additional cost to *** ***We regret any inconvenience and cost to *** *** as a result of overcharging by his chosen repair facility

Thank you for advising us of this customer's concern and for the opportunity to respond The contract purchased by the customer has a 1,mile waiting period before coverage becomes effective After driving for miles, before coverage was effective, the customer took his vehicle to
Texas Direct Auto Care and advised of a concern with a noise coming from the front end The repair facility noted on the invoice that the customer would return for repairs at a later date The same repair facility then called in a claim for the same front end noise on February 15, after the customer had driven over 4,additional miles without addressing what was a known issue Unfortunately, we are unable to cover claims for items that existed and were not addressed prior to coverage becoming effective It is not our policy to deduct inspection fees from cancel refunds to customers We have contacted the selling company and requested that they refund the customer for the $that was deducted from his refund, and as an accommodation and good will gesture, we also asked that they waive the cancel fee We are informed that the customer was mailed a check for $was mailed to the customer on Friday, April We wish the customer only the best and hope that this adequately responds to his concerns

First of all $dollars for a rental car is ridiculousI did get the insurance which is the reponsible thing to doSick of people getting over on customers that pay thousands for this *** warrantyIf you read reviews I am not the only person who has submitted the same kind of complaintAs usual a bunch of words but not resultsThanks for nothingNow I have my truck at the dealership getting alternator fixed and oil panInspector went today and wanys them to fix the alternator first then if yhe oil pan is still leaking they will allow them to fix the oil leaksMy vehicle has been in the shop for days and they said they cant fix it until American auto shield gives the okSo not only do I have yo wait for that to get fixedI have yo wait and see if the oil is still leaking and then wait again for the warranty provider to let them fix the other partsI have had no vehicle and no call from American Auto Shield to see if I needed oneIm fed up so NO Im not ok with this response.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing this customer's concern to our attention and for the opportunity to assist It appears that the customer must have been speaking with the contract seller and not American Auto Shield We do not have any customer service representatives with the names mentioned in
the complaint The contract provides that requests to cancel be submitted to American Auto Shield in writing along with an odometer statement as the contracts are prorated based upon time or miles at the time of cancellation In order to expedite this issue for the customer, we have processed the cancellation using the February 17, date requested and the mileage at the time of his claim in January His contract is now cancelled and a check for the prorated refund of $1,will be mailed to him today

Thank you for advising us of this customer's concern and for the opportunity to respond. We do indeed apologize for the difficulties experienced by the customer as a result of delays in repair completionWith respect to payment, the shop was paid by credit card prior to our receipt of the
complaint. We trust that this matter is satisfactorily resolved and look forward to serving the customer in the future. If he has any other issues, he is welcome to contact me directly at ***