American Auto Shield, LLC

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. We have been in communication with the customer and have requested that he provide us with a copy of his repair invoice. We are still awaiting receipt of same in order to determine how we
may assist further. To expedite our review, he is welcome to e-mail the invoice directly to me at d.b***[email protected]. We look forward to receiving the requested information

Thank you for bringing this customer's concerns to our attention and for the opportunity respond We have been in communication with the customer and the repair facility and are continuing with the claim process We do understand that it is not always possible while driving to
immediately pull off of the road and that the safety of the driver and passengers is of the utmost importance We will continue to work with the shop determine the cause of failure and appropriate repair

Complaint:
I am rejecting this response because: after talking with GM corporate office and going over the list of issue with the vehicle and the documentation provided we came to the conclusion that it is not the electrical pressure switch The Electrical Pressure Switch did not cause the Internal pump to fail infact according to GM it would be entirely the other way around the Pump would fail causing debri to go thru the transmission causing damage the the electrical pressure switch(Torn Seal)And the documentation that was provided to you from AAMCO, I did not sign off on and did not receive a copyAfter reviewing the Document signed by the AAMCO mechanic shop is only shows that the Mechanic signed off stating there was damage to all the listed parts when infact it was the Pump that damaged the transmission to failure sending debri causing the electrical pressure switch Seal to be TORN, finally causing a code to be sent to the computerHence This was a result of the Internal Pump failing which is an internally lubricated part which is included in my extended warranty allowing you to Pay The Claim that is So deserved. Attached is the Invoices for my losses that need to be paid
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/05/15) */
Thank you for informing American Auto Shield, LLC ("AAS") of this customer's concernAs an initial matter, AAS did not sell Mr*** his contract, but rather the contract was sold to him by an independent sales company, ** *** ***
Since Mr*** alleges that coverage was misrepresented to him, ** *** *** has provided AAS with recordings of Mr***'s conversations with them in relation to the purchase of the contractA review of these recordings establishes that Mr***'s statements are disingenuous at best
Mr*** was offered at least four different levels of coverageOne of the plans offered to him was an exclusionary plan (commonly referred to as "bumper to bumper")He elected, however, to purchase a stated-component planIn fact, he was provided with complete copies of the terms and conditions of the available plans and indicated that he wanted to read through the Deluxe coverage that he ultimately purchased and asked that the salesperson contact him the next day after he had the opportunity to review the sample contracts and conduct additional research
As mentioned, the plan the Mr*** purchased, after having been given multiple options and the opportunity to read the contract, was a stated component contract that specifically lists all components coveredThe claim that was called in by the repair facility was for a velley panThe valley pan is not listed for coverage and was never represented to Mr*** as being coveredIf Mr*** wished to purchase a "bumper to bumper" plan that would have covered this repair, he was given that option, but he knowingly selected a lower level of coverage for a lesser priceWe are sorry that Mr*** is now unhappy with his decisionIf Mr*** wishes to cancel his contract, he is entitled to a pro-rated refund for the remaining term of the contractWe remain ready and willing to continue to provide excellent customer service in the event of future claims

Thank you for advising us of this customer's concern and for the opportunity to respond The claim was initially called in on December and an inspection was set to verify the noise The inspection report was back on the morning of December Initially the repair facility
informed AAS that there were oil pressure issues, but they later said that there were not The appropriate repair would depend upon the proper answers to these questions, thus it was contradictory information from the shop that necessitated an additional inspection once we received a diagnosis and estimate AAS authorized the repair of all demonstrated failed parts and paid the repair facility $2,for the repair We apologize for any confusion on the part of the customer and for any inconvenience that he may have experienced, but it appears that the claim was properly adjudicated and paid in this instance

Initial Business Response /* (1000, 10, 2015/07/23) */
Thank you for bringing this customer's concern to our attentionThe contract purchased by Ms *** is a stated component contract that specifically lists each item covered under the contractThe covered electrical components are listed and,
in fact, we provided door lock actuators and paid for repair of the covered itemsUnfortunately, the wiper failure was of the wiper transmission assembly, not the motorWhile we do not like to deny claims, we are obligated to adjudicate them in accordance with the terms of the contractIt appears that the claim was handled properly in this instance as the part for the wipers requested by the repair facility is not listed for coverageWe are sorry for any inconvenience experienced by Ms *** and look forward to continuing to serve her in the future

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. Unfortunately, the records provided by the customer are conflicting and unverifiable. In fact, it appears that some of them may have been modified as they conflict with mileage information
provided by the dealership to ***. Furthermore, the current dealership confirmed that the key reader computer recorded that the vehicle had not been started since prior to the active term of the contract. If the customer would like to cancel the contract for a refund, he may contact me directly at *** or ***

Thank you for bringing this customer's concern to our attention and for the opportunity to respond Unfortunately, American Auto Shield has recently been receiving reports of sellers who have no relationship with our company and who do not sell our products falsely claiming that they are
calling from or on behalf of American Auto Shield We are vigorously working to identify these illegal actors, however since they typically use spoofed telephone numbers, this is a difficult process We do not conduct business with any marketers that engage in outbound telemarketing to numbers on the Do Not Call list and have confirmed that these calls were not made by anyone with whom we conduct business We have reached out to *** *** to explain this situation to him and request any information that may help us identify these callers We will of course continue to do everything that we can to identify and stop these people who are illegally making these calls and using our name

Thank you for providing us with this customer's complaint and for the opportunity to respond We regret any inconvenience caused by the delay in part shipment by our supplier It is always our policy to cover rental expenses for delays caused by parts shipment The repairs have
been completed and paid for and an additional rental reimbursement check has been sent directly to the customer Our claims manager has spoken with her and she indicates that she is pleased with this resolution We look forward to continuing to serve her repair needs in the future

Thank you for advising us of this customer's concern and for the opportunity to respond This claim was authorized and paid based upon the diagnosis and estimate provided by the customer's chosen repair facility At the time of authorization, the shop was clearly advised to carefully
inspect the bearings after removing the camshaft and to contact us if anything else was needed to complete a proper repair because if there was an oil pressure issue after completion of the repair we would not be able to authorize additional labor to again go into the engine for an improper prior repair The repair was completed and the repair facility paid on February 22, The repair facility called in on March 4, and indicated that the vehicle was having issues but that the vehicle had been in and out of their shop on March While we certainly sympathize with the customer, we did indeed pay $3,for repairs based upon the diagnosis of the repair facility and regret that the customer chose to cancel her contract

Initial Business Response /* (1000, 6, 2015/08/03) */
Thank you for the opportunity to address this customer's concernsUnfortunately we are unable to authorize a repair based solely upon a diagnostic trouble code without an actual diagnosis and estimate from a licensed repair facilityIt would
be very unusual in our experience for a repair facility to charge a customer up-front for necessary diagnostics, however upon listening to the telephone calls relating to this contract and the abusive and profane language directed by the customer to our representatives, we are pleased to accept the customer's request to flat cancel the contract and have sent a full refund of all monies paid totaling $to the customer via *** *** day air, tracking number 1ZXXXXXEXXXXXXXXXX
Initial Consumer Rebuttal /* (4200, 9, 2015/08/07) */
I find it kind of convenient, that I dropped my car off at a dealership on July and then they canceled my warrantyA certified one, they also confirmed that it wasnt just a diagnostic code, by hearing the ticking in my car, they could tell exactly what it wasThe last place I had my car can confirm, they called the warranty complany, they stated they wanted them to tear off the front of my engine to verify what was wrongIt states that the customer is responsible for the diagnostic and will be reimbursed if it is a convered partSo, they wanted me to pay out of my pocket and probably not be reimbursedI have had a rental car for a week now and have to drop it off today, I know that will not be reimbursed because of their rulesI admit I was angry on the phone, however, I am in the United States Army and this compalny was trying to rip another person offBut that is okay, I'll accept my money returned and be glad I dont have to deal with this horrible company any longer
Final Consumer Response /* (2000, 12, 2015/09/04) */

Thank you for bringing this customer's concern to our attention and for the opportunity to respond. We certainly understand the customer's frustration with this situation and are doing our best to satisfactorily remedy his concerns. At this point, while we have fully authorized the
repair facility's repair to the engine, we understand that the shop has been short-staffed and has yet to be able to complete the repair. We will continue to follto see that the customer is taken care of. If he has questions or concerns, he is welcome to contact me directly at *** or ***

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. [redacted], 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 bringing this customer's concern to our attention and for the opportunity to respond.  Unfortunately, failures caused by sludge are excluded from coverage under the contract.  Upon inspection, this engine had so much sludge that the oil pickup tube was almost entirely...

blocked.  As an accommodation to the customer, we have agreed to refund all monies paid toward the contract in relation to this vehicle.

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.

Thank your for bringing this customer's concern to our attention and for the opportunity to assist. While we contacted the customer and offered to allow him to add the optional seals and gaskets coverage that apparently was not offered to him by the independent agency that sold him his contract, he...

elected to cancel for a refund pursuant to the the terms of the contract. We trust that we have been of assistance in this matter.

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  This claim was submitted over two and a half months after the repairs were completed.  The contract clearly requires prior authorization for all repairs and it is stated at the bottom of...

each page of the contract that "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION."  We were unable to inspect or source parts as a result of the failure to follow proper claims procedures, however, as an accommodation to the customer and a good will gesture, we reviewed what the contract would have been able to authorize for parts and labor in accordance with the contract, if proper notice of claim had been given, and mailed the customer a check for $388.82 on October 13, 2017.  We hope that we have been able to assist the customer in this matter.

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]

Unfortunately, no shop has indicated that the failure was the result of anything other than the electrical issue.  In fact, we provided the shop's written agreement that the root cause of the failure was in fact the electrical issue.  We have to rely on the information provided to us by the repair facility and the inspector.  We have been provided no other information whatsoever to contradict that information.  If the customer has additional information that would effect the determination on this claim, we will of course be happy to review it, but he has provided no such evidence to date.