American Auto Shield, LLC

Ok, my fault. I thought that Revdex.com was a government agency but that doesn't excuse the fact that AAS is providing false information. I never agreed to a prorated refund.

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, [redacted], agreed to install the transmission that we had available for $1,575.00.  The published labor time to remove and reinstall the transmission is 10.3 hours and we agreed to allow an additional 2 hours for teardown even though the transmission had not been torn down.  The 21 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.

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  Although the customer's contract is a stated component contract that covers only those components specifically listed and the clock spring is not listed, as an accommodation to the customer and...

good will gesture, we have contacted the repair facility and authorized payment for the clock spring replacement.  We trust that this satisfactorily resolves the customer's concern.

Thank you for providing us with this customer's concerns and for the opportunity to respond.  It appears from our records that the claim was reviewed by our Claims Manager on May 20, 2016 and authorized for an engine replacement on the same day.  This complaint was forwarded to us by the...

Revdex.com on May 23, 2016.  An engine has been shipped and is en route to the repair facility.  Accordingly, it appears that the matter was resolved prior to our receipt of the complaint.  We look forward to continuing to serve the customer in the future.

Although this claim was clearly handled correctly based upon the written findings of the inspector to which the repair facility agreed in writing, we have requested that the customer forward us a copy of the repair invoice in order that we may evaluate how we may assist him on a good will extra-contractual basis.  We are currently awaiting a copy of the invoice.

Thank your for bringing this customer's concern to our attention and for the opportunity to respond. Despite the fact that this customer's payments were declined for insufficient funds on December 16, 2015, December 17, 2015, January 18, 2015, January 25, 2016 and February 1, 2016 prior to his...

payment plan provider notifying us of the cancellation of his contract for nonpayment, American Auto Shield did in fact supply an engine and went out of our way to assist the customer even with labor for non-covered items.  The supplied engine is warrantied by the parts supplier who has been attempting to reach the repair facility to handle the warranty claim for several weeks now, having left numerous messages and never received a call back.  Unfortunately there is little that the parts supplier, [redacted], can do if the repair facility will not communicate with them to resolve the issue.  We would suggest that the customer ask that his repair facility communicate with [redacted] so that they may handle the warranty claim as they have been trying to do for quite some time.  Unfortunately, the customer's contract with us was cancelled for multiple insufficient funds transactions and non-payment.

Complaint: [redacted]
I am rejecting this response because: Tis company is full of it.  I will take to small claims court here in Winston Salem, NC
Sincerely,
[redacted]

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, 2017.  The contract specifically list the parts that are covered and does not provide coverage...

for leaking seals and gaskets. On 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 contract. While 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.

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 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 spoken with Mr. Perry and explained this situation to him and he was very understanding of the difficult situation that we are in.  He has offered to provide any additional information that may help us to identify these bad actors should he receive additional calls.  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.

Initial Business Response /* (1000, 6, 2015/10/15) */
Thank you for advising us of this customer's concerns. Upon review, given the unusual circumstances and the difficulty that the customer has experienced with this matter, we have communicated with Mr. [redacted], offered our apologies, and given...

him the option of either extending coverage to the replacement engine or receiving a full refund. He elected to receive a full refund and his credit card has been credited back for all payments made towards the contract. If the credits do not timely appear on his account, I would ask that he contact me directly. Thank you again and we trust that we have resolved the matter to the customer's satisfaction.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */
(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.  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...

$50.00.  It is clear that the refund was properly calculated in this instance and no additional refund is due.

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  Our records reflect that two days into active coverage, a claim was called in for multiple items by the customer's repair facility.  An inspection of the vehicle revealed that the truck is...

equipped with a snow plow bracket.  Under the express terms of the contract, vehicles with snow plow brackets are expressly excluded from coverage.  Accordingly the contract was canceled and refunded, but the selling company mistakenly deducted the charge for the inspection fee from the refund.  We have communicated with the selling company and they have issued an additional refund check to the customer for the $85.50 inspection fee that was paid by AAS.  The customer is welcome to contact me directly at [redacted] if he does not timely receive the additional refund check.

Thank you for providing us with this customer's concern and for the opportunity to respond.  In accordance with the express terms of the contract, emergency repairs without prior authorization are in fact limited to reimbursement at $250.00.  As an accommodation the the customer, we have...

reviewed the claim to determine the amount that would have been properly payable had the repair been pre-authorized.  Our cost for the OEM rack and pinion new from a local supplier is $394.00 and the published labor time for the repair is 2.4 hours which totals $628.03.  After the customer's $100 deductible this results in a claim that would have been payable for $528.03.  Accordingly, as a good will gesture, we are willing to reimburse the customer $278.03 in addition to the $250.00 already paid under the contract.  If this is acceptable, Mr. [redacted] may contact me directly at [redacted] and I will see that a check is sent out immediately.

Thank you for bringing this customer's concern to our attention and for the opportunity to respond.  While the independent inspection indicated that the cause of failure was torn boots on both sides, we are certainly willing to review the customer's repair invoice to see if we may assist with...

part of the cost as a good will gesture.  The customer may e-mail his invoice directly to [email protected] and we will review promptly to determine how me may assist further.

Thank you for providing us with this customer's concern and for the opportunity to respond.  Unfortunately, we have received absolutely no diagnosis from the customer's repair facility.  In order to determine coverage and an appropriate repair, it is necessary sufficient teardown be...

completed to determine a cause of failure and appropriate repair.  There can be many reasons for smoke and the independent inspector and shop both agree that disassembly is needed to verify the failure.  The contract expressly provides that the customer is "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."  The claim has been placed inactive pending further diagnosis and tear down.  Without this information, there is no way for us to proceed further.  We regret any inconvenience to the customer, but without a diagnosis, proposed repair and estimate, there is little more that we can do at this time.

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, 2017.  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 bringing this customer's concern to our attention and for the opportunity to respond.  The contract purchased by Mr. [redacted] is a stated-component contract that covers only those parts specifically listed.  With respect to the transmission, electrical components of the...

transmission are not covered.  In addition, the customer is required to maintain the vehicle properly and the contract will not cover damage caused by continued operation with a known failure.  We received a call from Cadillac of Las Vegas on January 13, 2016 with 151430 miles.  Cadillac of Las Vegas indicated that the only failure was an internal mode switch (electrical component).  Accordingly the claim was not covered because it was only an electrical component not listed for coverage and specifically excluded.  We then received a call on February 1, 2016 from a repair facility that does not perform internal transmission repairs reporting the exact same electrical failure codes.  On March 15, 2016, a claim was called in from Aamco with a reported mileage of 153809.  Teardown was completed and an independent inspector opined that the "failed pressure switch is the root cause of the failure."  The technician at Aamco agreed with him and signed his agreement on the attached inspection findings.  Essentially, the customer knowingly continued to drive the vehicle with the electrical switch issue for two months and 2,379 miles until further damage was done to the transmission because of his failure to replace the faulty switch.

Thank you for providing us with this customer's concern and for the opportunity to respond.  As an initial matter, American Auto Shield does not utilize any collection agencies whatsoever.  The customer contracted for an interest-free payment plan with an independent company, [redacted]...

Payment Plans, to pay for his contract over time.  If they did not timely receive a payment, it is understandable that they would send a letter requesting payment since they had funded the entire contract purchase price of $3,903.00 on his behalf.  American Auto Shield was first contacted by this customer less than 10 days ago regarding his request to cancel.  In accordance with the contract terms, he was asked to send a written request and mileage statement since the contract earns based upon time and miles and that information is necessary to calculate the pro rata refund in accordance with [redacted] law.  On June 15, 2016, we received his faxed request to cancel and his refund check in the amount of $471.65 was mailed to him today, again less than ten days since his request.  The total sales price of his contract was $3,903.00.  Of this amount, $314.58 was earned premium based upon the time that the contract had been in force.  The unearned premium was therefore $3,588.42 and under both the contract terms and pursuant to Section 634.121, [redacted] Statutes, the refund is not less than 90% of this amount or $3,229.58.  After paying the unpaid balance to [redacted], the customer’s payment plan provider, of $2,856.35, the result is a maximum refund owed under both the contract and [redacted] law of $373.00, however it is the policy of American Auto Shield to cap the statutory cancellation fee at $100.00, which is why he was sent a refund of $471.65.  The cancellation was timely processed in less than ten days.  We trust that this satisfactorily addresses the customer’s concerns.

The option that we provided the customer was to add the seals and gaskets surcharge as he requested, or to receive a prorated refund in accordance with the terms of the contract. The refund was calculated correctly based upon the express terms of the contract. The various laws and regulations cited by the customer have no applicability to the situation at hand. No government entity is involved and no claim has been submitted for payment by AAS to the United States government. We are unable to determine why he references laws that have absolutely no relevance here. AAS acts fully in accordance with all laws and regulations applicable to it. Since the customer elected to cancel the contract and the refund was properly calculated, we are unable to assist further.