American Auto Shield, LLC

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  As set forth in the customer's contract, emergency repairs performed without prior authorization are limited to reimbursement in the amount of $250.00.  While a portion of the brake repair...

would have been covered under the contract (e.g. the calipers), the repair facility installed loaded calipers which include non-covered items including pads and rotors.  As an accommodation, we mailed the customer a reimbursement check for $250.00 on July 10, 2017.  Thank you again for bringing this matter to our attention and we trust that we have satisfactorily resolved the customer's concerns.

Thank you for informing us of this customer's concern and for the opportunity to respond.  Unfortunately, the customer's chosen repair facility in this instance was very uncooperative, was unable to diagnose the vehicle and refused to provide an estimate for repair.  There was no...

demonstrated hard part failure to the transmission and the technician signed the inspection report stating that he agreed with the independent inspector on this point.  In accordance with the customer's request, the contract has been flat canceled and a full refund issued by the selling company.  The refund in the amount of $3,713.00 was mailed to the customer on January 29, 2018 directly by the selling company's bank.  We trust that this satisfactorily resolves the customer's concern and regret the inconvenience caused by the repair facility's failure to cooperate.

Initial Business Response /* (1000, 6, 2015/08/13) */
Thank you for bringing this customer's concerns to our attention and for the opportunity to respond. Unfortunately, when Me. [redacted] purchased his contract, he failed to disclose that the vehicle had been modified with a 6 inch lift kit and...

oversize tires and wheels. Unfortunately, this makes the vehicle ineligible for coverage because these modifications greatly increase the wear on the transmission and other drive train components. The exclusions section of the contract clearly provide that "mechanical breakdown or failure of any otherwise covered part that is directly or indirectly related to a part or system that did not meet manufacturer's specifications or has been otherwise modified or altered, such parts and modifications include... oversized or undersized tires, wheels or lift and drop kits, whether or not the vehicle was purchased with such." Furthermore, the contract provides that the Administrator may cancel the contract if the vehicle is found to be modified in a manner not recommended by the manufacturer. These modifications are well outside of Dodge specifications, whether installed by the dealer or otherwise. As a matter of good will, the seller of the contract agreed to provide a full refund. We trust that this satisfactorily addresses the customer's concerns and are sorry that we are unable to assist further.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I not accept the response from american auto shield. I disclosed the fact that I had a programmer that adds over a hundred horsepower and torque. I was never asked if I had a lift kit and bigger tires which should be an obvious question. If I had not purchased the extended warranty I would have traded the vehicle in at the first sign of problems. Because I thought that I was covered I kept the vehicle and now am responsible for over $5000 in repair and rental charges. I think american auto shield is not an honest company. They will cancel a contract and return money to the customer pro-rated, meaning they still make money for doing nothing. They dont care about their customer. I have received a full refund from american auto shield, but that is not enough to solve the situation.

Thank you for providing American Auto Shield with this customer's concerns and for the opportunity to respond.  While we have no record of the customer contacting our office to request cancellation, we have communicated with Carshield who sold him his Repair Saver membership and they have...

agreed to fully refund his payments.  If the customer does not timely receive his refund, he is welcome to contact me directly at [redacted].  Thank you again and we trust that we have satisfactorily addressed the customer's concerns.

Thank you for bringing this customer's concerns too our attention and for the opportunity to respond.  Mr. [redacted] purchased his contract from an independent company, American Automotive Service Solutions on October 14, 2015.  The contract information was transmitted to the fulfillment...

company, Forte Data Systems, on the same date.  His contract was mailed on October 20, 2015 in accordance with Forte's standard mailing protocol and was scanned and distributed to his mail carrier in Roanoke for delivery on October 23, 2015 at 3:29 a.m. according to United States Postal Service tracking records, a copy of which are attached.  Mr. [redacted] has never spoken with anyone at American Auto Shield.  While we certainly apologize for any inconvenience that he may have experienced, we are unable to control the mail and wish him only the best.

Thank you for providing American Auto Shield ("AAS") with this customer's concerns and for the opportunity to respond.  This customer purchased a powertrain plus contract that specifically states the items that are covered under the contract.  Prior to the expiration of her 30 day waiting...

period, a claim was called in for lower control arm bushings, which are not listed for coverage under the contract.  We subsequently received a call from her repair facility on December 2, 2016 indicating that the vehicle needed a front cover gasket, and oil pan gasket and a left front axle seal.  Since there is no coverage for seals and gaskets under the contract and there was no diagnosis of a failure to any covered component, the repair facility was correctly advised that there would be no coverage for stand-alone seals and gasket failures.  Although it is very clear that the claims were properly handled in this instance and there were no covered failures reported to us by any repair facility, we will agree to fully refund the customer purely as a good will gesture.  She may contact me directly and I will see that a refund is issued promptly.  We hope that we have been of assistance.

Thank you for providing is with this customer's additional comments.  As previously advised, the cancel refund was calculated in full compliance with the express terms of the contract.  This contract was purchased in March 2015 and the customer had a full thirty days to review the terms and conditions and cancel the contract for a full refund.  The cancellation provision of the contract, a copy of which is attached, reads:YOU may cancel this CONTRACT by contacting American Auto Shield, LLC at [redacted] in writing and by submitting a request to cancel the CONTRACT and a Federal Odometer Statement or notarized affidavit verifying mileage at the time of request. YOU may cancel this CONTRACT within thirty (30) days of the CONTRACT purchase date, if no claim has been made, and receive a full refund of the total CONTRACT purchase price. YOU may cancel this CONTRACT at any other time and receive 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)The refund previously issued in the amount of $1,528.15 was properly calculated and no additional refund is due.

Thank you for providing us with this customer's complaint and for the opportunity respond.  We regret that the customer had an after hours emergency.  It is for that reason that we provide emergency roadside services.  The customer's contract and cards include the designated number...

for emergency roadside service.  According to our emergency roadside provider, the same provider used by many car manufacturers and insurance companies, no call for assistance was received from this customer.  The customer's repair facility called in a claim for an alternator on July 20, 2016 and the repair was authorized and paid in accordance with the terms of the contract on July 21, 2016 in the amount of $1,194.97.

Initial Business Response /* (1000, 8, 2015/07/28) */
Thank you for providing American Auto Shield, LLC ("AAS") with a copy of the complaint submitted by the above referenced customer and for the opportunity to respond. Based upon a review of the complaint, it appears that the claim was properly...

denied in this instance, as more fully explained below.
The contract ("Contract") purchased by [redacted] (a copy of which is included with this reply) is a stated-component contract that specifically lists all covered components. The contract covers repairs only to those covered parts that have actually failed. See, Section A, Mechanical Breakdown or Failure. Excluded from coverage under the contract are maintenance items such as timing belts that have not failed (Section C.1.A.) and any part that has not broken but which a repair facility recommends (Section C.8.C.). Furthermore, the Contract requires that all manufacturer recommended maintenance services be performed on the vehicle (Section D).
On June 12, 2015, [redacted] a/k/a [redacted] called in a claim for a front side idler pulley. The idler pulley is not listed for coverage under the contract. There were no other failed components. The maintenance schedule for [redacted]' vehicle (copy included) provides for the timing belt to be replaced every 60,000 miles. The timing belt and water pump are replaced together as a kit. At the time of the claim, the mileage on the vehicle was 137,163. On the repair invoice, [redacted] indicated that the water pump and timing belt assembly reason for replacement was "OPTIONAL-CLOSE TO END OF LIFE." In sum, there was no failure of a covered component and the only services performed were required routine maintenance items that are not only excluded from coverage under the contract, but that the consumer is required to perform in order to maintain coverage.
While AAS does not like to deny claims, we are obligated to adjudicate all claims in accordance with the express provisions of a customer's contract. It is apparent that the claim was properly denied.

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, 2017.  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 engine. This 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 failed. There are no internally lubricated parts failed. The 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.

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 addressed. I am bringing to light deceptive business practices which harm consumers. In 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, 1-3 times a week, from a warranty provider claiming to be affiliated with [redacted]. Over the phone, the company “verified” the service was being provided through [redacted], and that all engine/transmission repairs would be covered. American Auto Shield uses several third-parties and/or satellites to market their “services” and handle payments. The warranty was sold to me by a satellite company- [redacted]- which is now out of business and faced complaints of consumer fraud. An 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 scam. While 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 experience. I am hereby requesting to close the complaint, as I need to put this nightmarish ordeal behind me.
Sincerely,
[redacted]

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, 2016 that she has a 30 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.

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. [redacted]. 
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.   I would just add that the amount of a refund was said to be 90% in their contract manual, however, that's fine, no biggie.   As to the pay link people, it may have not been a collection agency, but they did send me a bill, less than a week after the due date. Whether they were officially a collection agency, I do not know, what I do know is this, I got one bill in the mail, and an email from them as early as this morning, seeking collection of a debt.  It seemed odd that they would be sending out collection notices in less than 30 days, which was what provoked the confusion in this matter.  I went to some trouble to cancel an unneeded insurance policy with them.  I would recommend in the future when a customer calls several times to cancel, and sends you a signature required next day air package to follow what seemed like an overly burdensome cancellation policy to begin with, that you make it easier for the customer, to avoid future misunderstandings from consumers.   Thank you for your timely response to my concerns, and should I seek another used car repair policy, I will be more than happy to use your business again, due to the professionalism as to how you handled my complaint. Take Care, 
[redacted]

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 claim. We provided a replacement transmission...

and upon completion of the repairs, the repair facility was paid on November 9, 2016.  We trust that this satisfactorily resolved the customer's concerns and look forward to continuing to serve him in the future.

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 WHEN THE AMOUNT ON SAID INVOICE IS FULLY RE-REIMBURSED, OTHERWISE THE COMPLAINT REMAINS IN EFFECT.
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 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 St. Louis...

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, 2015 in the amount of $2,509.07 and a check was sent to the customer for rental reimbursement. Thank 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.

Initial Business Response /[redacted]/
Thank you for advising us of this customer's concern. According to our records, Mr. [redacted] is not now and has never been a customer of American Auto Shield. We have never had any communication with him. We did reach out to Cartection and they...

indicated that the downpayment that he authorized and charged to his credit card of $50.00 was in fact refunded when he called the very next day, [redacted] 17, 2015 transaction ID XXXXXXXXXX. We are uncertain why he filed this complaint against a company that he has never paid and with whom he has never done business, but hope that we have been able to assist.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  As an initial matter, this customer has never spoken to anyone at American Auto Shield.  She first contacted the selling agent on June 20, 2017 after her June 18th payment and advised that...

she could no longer afford the coverage.  When the customer service representative attempted to assist her and inform her that, as set forth in the contract, she needed to submit a written cancel request and statement of mileage, she hung up the telephone.  The representative called her back to continue to try to assist her in completing the cancel process, but she again hung up the phone.  Having never received a written request, her account was charged again as authorized on July 18, 2017.  To date, no cancel request has been received, however the seller has agreed to cancel the contract and the July payment was refunded to the card on file on July 19, 2017.