American Auto Shield, LLC

Thank you for providing us with this customer's concern and for the opportunity to respond. As an initial matter the initial repair facility did not diagnose the transmission at all. They only called and said that they were unable to do teardown or overhaul. The transmission needs
to be replaced without any further information is by no means a diagnosis as is required to determine coverage under the contract. The claims was called in by *** on December 12, and they were instructed to diagnose the transmission to the point of failure. On December 14, called back and indicated that the torque converter was the cause of failure. This was verified by inspection on December 15, and the claim was authorized in full the same day. Contrary to the assertion in the complaint that there was a delay for American Auto Shield to ship a part, this repair was authorized using ***'s part and AAS had no involvement in sourcing or shipping it. The maximum car rental of four days was properly authorized and paid. American Auto Shield pays additional rental when we ship parts causing a delay, but in the instance the repair facility supplied the part and the claim was authorized within hours of receiving a diagnosis. It is clear that the claim was properly and expeditiously handled in this instance

Initial Business Response /* (1000, 6, 2015/08/03) */
Thank you for bringing this customer's concern to our attention and for the opportunity to respondWe are not certain what the customer is referring to when she states that she and her mechanic were given the runaroundThere was never a
refusal to pay for any covered itemsIn fact, our ASE certified master technician claims adjusters were concerned based upon an independent inspection that additional repairs may be needed for the transmission over and above what the repair facility was requestingWe always try to be sure that repairs are completed correctly and completely
With respect to the air bag control module, it is clearly excluded from coverage under the contractThe complete exclusion reads "FAILURES TO THE AIR BAGS, SEAT BELTS OR SUPPLEMENTAL RESTRAINT SYSTEMS." Both the air bag and the control module for the airbag are without question a part of the Supplemental Restrain System, and are therefore excluded from coverage
We are sorry for any inconvenience to ** ***, but it appears that the claim was properly adjudicated and paid pursuant to the express terms of the contract

Thank you for providing us with this customer's concern and for the opportunity to respond Unfortunately, despite the repair facility being unable to provide a cause of failure to this unit, the repair was authorized in accordance with the contract terms It was neither American Auto
Shield or our inspector who suggested that the failure to the transmission was electrical It was, in fact, the repair facility who stated when they initially called in the claim that the cause of failure was a pressure switch The repair facility was also unwilling to accept shipped in parts, as allowed by the contract In order to assist the customer, the contract seller asked that they contract be canceled and the customer be issued a full refundThe cancellation was processed on August 5, and the customer has been issued a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me when I receive the check in amount of $
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 respond. As an initial matter, American Auto Shield is not the party that sold the customer the policy. The customer purchased a Powertrain Gold stated component policy on January 24, 2014.
The items covered by the contract are clearly listed and include engine, transmission, cooling system, transfer unit, drive axle, air conditioning, electrical and fuel system component. On October 2, 2017, the customer's repair facility called and inquired about coverage for struts and lower control arms. These items are not listed for coverage under the contract. The customer had days in which to review the coverages and receive a full refund at the time of purchase of the policy. While we do not like to deny claims, we are obligated to adjudicate them in accordance with the express terms of the contract. Unfortunately, these suspension components are not covered by the contract purchased by the customer

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11252648, and find that this resolution is satisfactory to me
Sincerely, *** ***
*** ***

Complaint: ***
I am rejecting this response because:The business is trying to scam out of repairing my motorIt was no problem collecting the premium every monthIf they break the motor down and then refuse to pay I am stuck with a bill I am unable to payThe Chevelete dealership mechanic told the company what the trouble was..So what is the sense of standing on a technicality.Good business practice I is to honor your contract and satisfy your customersThis is the third time they have refused to pay a repair
Sincerely,
*** ***

Thank you for advising us of this customer's concern and for the opportunity to respond It appears that this matter was resolved prior to our receipt of this complaint *** *** accepted our authorization and parts, completed the repair, and was paid on October 26,
There is no delay associated with the supplied parts as they were delivered from a local parts supplier in minutes American Auto Shield has not received a rental invoice from the customer We would be happy to review any rental charges if the customer provides us with an invoice We look forward to continuing to provide coverage for this customer in the future and trust that this matter has been satisfactorily resolved

Thank you for bringing this customer's concern to our attention and for the opportunity to respond The customer currently has a claim pending review for a blower motor, but we are awaiting information regarding his other service contract Our Spanish speaking claims representatives have
been communicating with him in order to assist further and we will continue to work with the customer in relation to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, AAS has been in contact with meWe are working to resolve the matterThe engine itself was purchased but the repair work has not been performed due to the mechanic needing time to schedule the vehicle to begin repairsI have send the receipt for the engine cost to AASOnce I receive the final bill for all repairs needed to render the vehicle operable, I will update the Revdex.com on whether this matter has been resolved or not.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/25) */
Thank you for providing us with this consumer's complaint and for the opportunity to respondThe contract purchased by Mr*** includes a day and mile waiting periodThe contract was purchased on May 4, The contract excludes
"PRE-EXISTING CONDITIONS THAT EXISTED PRIOR TO THE LATER OF YOUR CONTRACT PURCHASE DATE OR CONTRACT EFFECTIVE DATE AS LISTED ON YOUR DECLARATIONS PAGE AND THE COMPLETION OF YOUR WATING PERIOD." While the customer states in his complaint that the power steering pump failure occurred in July, we were provided with a service record from NTB in Atlanta, Georgia that states that the power steering pump required replacement on May 9, and that the customer declined the repair at that timeUnfortunately, you simply cannot buy coverage for an item that has already failed, just as you cannot buy property insurance to cover your home after it has burned downMr*** is certainly entitled to cancel his contract and receive a prorated refundIf he would like to proceed in this manner, he may send a cancel request and we will process is accordingly

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I feel as long as I went without my car I feel the taxes and fees should have been paid to the *** who also was held up with my carthe taxes and fees is what there making me pay which is and the was the 1st check that they have gave me for my rentalnow there making me to have to it to the business *** who fixed my carI received a call from *** stating that I am responsible for paying for taxes and fees from the check for that they sent me in the mail speaking to *** from *** stated when he called me is that he received a phone call from my warranty company that I am responsible for the charges for taxes and fees and that I can pay them with my rental check for My question to *** was how did he know how much they sent me for my rental***s response was your right I didn't know that what the warranty company called and told me this is why am calling you for the paymentSo after that conversation with *** I called to talk with someone in the warranty company who was very rude as I tried to explainThe conversation didn't get anywhere I am currently responsible for paying *** the taxes and fees after all the waiting for my car and rentalI am not happy I feel as though I payed for a lot of time and money for something that I paid for my WARRANTY that should had went a lot smoother then it didi should not have to pay to *** because that was the same amount that I had to pay tours my rental and the WARRANTY company knows that1st they tried to charge me then they called *** back and told them wow the 1st check that they sentA JOKE

Initial Business Response /* (1000, 6, 2015/11/16) */
Thank you for advising us of this customer's concern and for the opportunity to respondWhen the claim was initially called in by the repair facility, they informed us that the vehicle required a rear main seal and the claim was denied as
seals and gaskets are not listed for coverageWe have since received clarification from the shop that the rear main seal housing, a covered component, actually needs replacedThe claim was authorized to the repair facility on November 4, We have yet to receive the final repair invoice from the repair facility for paymentWe apologize to the customer for any inconvenience from this confusion and trust that we have resolved the concern

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. American Auto Shield does not collect payments and the customer has never communicated with us regarding this issue. We forwarded the customer's concern to Carshield, with whom she has
been communicating, and her payment plan company Paylink and it is my understanding that the situation has been resolved. If we may assist further, she may call 800-531-and speak with a customer service representative and we will be glad to help

Attached are records from the credit card processing company indicating that the customer made only one of his monthly payments, but more importantly that he had four NSF transactions and declined transaction, all on the same credit card Also attached are the letters that he received from the payment plan company regarding his delinquencies and cancellation of his contract As stated before, he was provided with a warrantied engine and the supplier has made every effort to stand behind the warranty, this he has no damages His failure to mitigate damages will be a defense to the court action, as will failure to seek arbitration as required by the contract He has been offered a complete repair and has refused assistance, despite his failure to make payments If the customer is unwilling to accept our assistance, there is little more we can do and wish him only the best

Thank you for providing American Auto Shield with this customer's concern and for the opportunity to respond Unfortunately, it is very clear that this transmission failure occurred prior to the active term on the contract While the customer had her repair facility call in the
transmission claim in October, the same repair facility provided us with a record from approximately two months earlier from when the vehicle was towed in with a dead batter and transmission concerns It was noted on the repair order at that time that the transmission was leaking too bad to drive, that the fluid was burnt and required immediate attention, and that there were internal transmission issues requiring that the transmission be pulled and inspected The customer declined the repairs at that time Accordingly the claim was properly denied and we are unable to assist furtherIf the customer would like a refund of the amounts that she paid towards the contract, she is willing to contact us or the selling agency

Initial Business Response /* (1000, 7, 2015/07/28) */
Thank you for bringing this customer's concern to our attentionThis claim was actually authorized to the repair facility prior to our receipt of the complaint, however We have not received any communication from the customer or repair
facility since that timeI have contacted *** *** and requested a copy of the repair invoice so that we may review for paymentSince we did not sell him the additive product, we cannot speak to what may have been told to him by the seller but we certainly will do our best to assist

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. We have resolved this matter to the satisfaction of the customer