AUL Corporation

Initial Business Response /* (1000, 5, 2015/10/29) */
The previous claim was called in back in March of At that time the vehicle was inspected by a 3rd party inspector and there was no indication of a failure to the transmissionThe vehicle traveled 16,miles and well over a year and a
half which verifies the inspection reportThe contract expired in MarchAUL has fulfilled our obligation with the contract
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Napa Nissan Service Department the Radiator was leaking fluid into the transmission which would eventually cause the transmission to failIf AUL would had repaired the radiator at the point in March of while my extended warranty was still effective, I would not have had to pay Napa Nissan over $a couple of weeksIt does not seem fair for my husband and I to have to pay this outrageous amount when our car had extended warranty coverage
Also I have done research and Nissan's radiator and transmissions have been defective and as far as I know no recalls have been done and I am sure AUL is aware of these transmission issues
I hope can keep pursuing in trying to help us get all if not some of our money for the service done on our vehicle
Final Business Response /* (4000, 9, 2015/11/17) */
The claim in March of was inspected and correctly adjudicatedThe vehicle traveled over 16,miles without a concernAUL has fulfilled our obligation with the now expired contract and will maintain our position on this claim

Initial Business Response /* (1000, 5, 2015/06/05) */
To date the claim is still pendingAUL requested tear down and diagnosis to determine the cause of failureThis is procedure on any claim called inAUL awaits the repair shop findings and hopes the failure is covered within the
guidelines of the contract
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed that AUL would not cover the tear down or repair
Final Business Response /* (4000, 9, 2015/06/11) */
Diagnosis and tear down are the responsibility of the contract holderOnce aCause is established and is covered by the contract AUL can then pay it
Final Consumer Response /* (4200, 11, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never informed that the tear down was my responsibility until the endThen reading into the contract they don't cover any problems related to lubricants..IE:oil pump and pistons...(loop hole)

Complaint: ***I am rejecting this response because:Hello thanks to reaching out back to me I tried to contact Revdex.com before but will attached files it wasn't really going through so that's why I faxed over all the documents to Revdex.com I please check your records and if you do not find the documents I will try sending again in those documents I have send u the contract paper which is clearly saying that AUL will be dealing directly with me now and AUL had all my information as well so that means the paper work is been done by the 3rd party and AUL they are just making excuse because they know I already took 3rd party RON motor to the courtAUL were dealing with my mechanic and they forced my mechanic to fix the engine instead of replacing with new when he use to call AUL all of sudden they are making up stories that their is some undone paper work between RON motor and AULIf they did not have anything contract how come they were dealing with me and my workshop if we did not had a contractThe contract that I have faxed it over to you is clearly saying that AUL will be dealing with *** *** directly and they have a copy of it to
contract paper which is Sincerely,*** ***

AUL has reached out to the selling dealer again and they have finally remitted the contract and fundingAUL can now reimburse the customer or repair shopi reached out to customer and left phone message regarding this todayAUL apologizes for the wait on this matter

AUL has reviewed the claim and found it to be correctly adjudicatedThe failed part in question was found to be a fuel tank filler neckThe neck is not listed for coverageThe gasket did not failThe gasket needs to be replaced in conjunction with the failed partThis was the reason for
denial

AUL has reviewed both claims on this contract and determined them both to be adjudicated correctly
Claim was a center support bearing which is not a listed part under the contract term
Claim was a cat converter which is emission related and not covered.
AUL will maintain our position
on this matter

The cat converter is an emission related part and is not covered on any of AUL contractsAUL will maintain our position on this matter

Only claim was started with AULThe 1st call in was from Juan at the selling dealer on 5-12-asking if cv axles were coveredAUL advised the axles are covered if the boots are not tornAUL advised diagnosis procedures at that timeThere was no call back
The only claim filed was on
5-31-by *** at *** *** ***Shop advised cv boots were torn, EGR valve failed, and exhaust leak due to broken boltsAUL reviewed for coverage and denied claim based on lack of coverageShop also reported an inner shaft with excessive play which was coveredAUL authorized the replacement of the inner stub shaft for the amount of
AUL has properly adjudicated the claim based on the terms and conditions of the signed contract

Initial Business Response /* (1000, 5, 2015/04/13) */
The initial claim for the engine replacement was denied by AUL as the failure was caused by heavy sludge build upthis was confirmed by both the shop and our 3rd party inspection companyAs a sign of good faith AUL offered $to be put
towards the engine replacementDue to the claim not being covered by the terms of the vehicle service contract the balance is the responsibility of the policy holder

Initial Business Response /* (1000, 5, 2015/08/28) */
The contract Mr*** purchased has a maintenance clause that requires the vehicle to have the oil changed every months or milesThe valve cover gasket leak is covered provided we receive the maintenance records as indicatedTo date
AUL has not received the records to move forward with repairsIf the customer wishes to cancel his contracts he simply needs to contact the selling dealer to request a cancel
Initial Consumer Rebuttal /* (3000, 7, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vendor did not pay for other repairs on other cars we own and have with themThis car has had synthetic oil and the oil does not need to be changed more than 10-k miles
Final Business Response /* (4000, 9, 2015/09/15) */
The contract clearly states the oil must be changed every months or milesAUL has not denied the claimAUL has advised the customer on how to cancelAUL will await the customers decision on either furnishing oil change records or cancelling contract

AUL has authorized the covered portion of this claimAUL has reached out to the customer to explain payment proceduresAUL has correct adjudicated the claim based on the terms and conditions of the signed contractAUL will maintain our position on this claim

Initial Business Response /* (1000, 5, 2015/09/08) */
The customer purchased a power train planUnder section Paragraph Z it explains the limit of liability of the contractThe aggregate for power train coverage is AUL has correctly adjudicated this claim per the terms and conditions
of the signed contract

The contract clearly advises the customer the oil changes must be performed by a licensed repair shopAUL will maintain our position on this claim

Initial Business Response /* (1000, 5, 2015/09/02) */
The cause of failure on this claim was lack of lubrication due to sludgeThis was verified by the shop's diagnosis and a third party inspectionDamage due to lack of lubrication is not covered regardless of the cause
Initial Consumer
Rebuttal /* (3000, 7, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not stated in their warranty first of all
Second...that the purpose of buying the warranty to protect from the unknown
AUL is a total fraud they do not stand behind their word they are just layers trying to get whatever they can out of consumersI have read the Many complaints against themI wish someone would shut them down
Final Business Response /* (4000, 9, 2015/09/09) */
It is stated in the contract booklet under section 8, paragraph FThis would be page "Any mechanical breakdown or failure caused by Sludge, rust, residue or corrosionAUL has properly adjudicated the claim per the terms and conditions of the contracted signed by the customer
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AUL Is Just A Fraud Plain And SimpleYou take Consumers MoneyYou didn't fix the car because it was more than You planned on spendingYou are never gonna stand by your consumers and you in the business to help peopleJust a bunch of ***Big Money Busineess in business to Take And Nothing ElseYou Are A fraud and I Am Taking My Complaint Further

Initial Business Response /* (1000, 5, 2015/06/11) */
Unfortunately I cannot locate any information in our system under the name [redacted]. Please provide a copy of the VIN or the policy number so I can review.

Initial Business Response /* (1000, 5, 2015/12/11) */
In review of this claim AUL has reversed our decision and will honor the repair. AUL will reach out to the customer to reimburse per the terms of the contract.

Initial Business Response /* (1000, 5, 2015/11/12) */
[redacted]
Dispute Resolution Specialist
Revdex.com
Dear M. [redacted]
We are in receipt of your email dated November 3, 2015 regarding the complaint you received from Ms. [redacted] regarding her attempt to...

obtain roadside assistance under her AUL Vehicle Service Contract.
The difficulties Ms. [redacted] had when contacting roadside assistance are unfortunate. In an effort to assist and per Ms. [redacted]'s request, AUL has cancelled her contract and issued a full 100% refund. The refund was mailed on 11/10/2015 to the lienholder on the contract. In addition, a letter has been mailed to Ms. [redacted]'s address on file with the details.
AUL hopes that the steps we have taken will assist Ms. [redacted] in finalizing this matter. Please feel free to contact me with any further questions you may have at [redacted].
Sincerely,
[redacted]
AUL Compliance Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/10) */
The service contract the customer purchased does not list the part in question as covered. The Estate plan coverage is specific listed component coverage. The claim was correctly adjudicated.

Initial Business Response /* (1000, 5, 2015/09/23) */
AUL has not denied any claim and has advised the customer of the claim process. In order to continue the claim the customer must provide service records per the terms and conditions of the signed contract. If the customer wishes to cancel the...

contract they simply need to contact the selling dealer and request it.

Initial Business Response /* (1000, 5, 2015/04/24) */
The repair shop called in to say the vehicle died and found no oil registering on the dipstick. After adding 4 quarts of oil the engine started and there was a knock in the lower end. AUL advised normal claim procedures and advised at that time...

that damage due to lack of lube is not covered. The repair shop called back to say there was lower end damage and AUL inspected to confirm. The inspection report came back with lower end damage due to lack of lubrication. AUL notified the shop that the cause of failure is not covered per the terms of the contract signed for by the customer. The customer then called in to review and I advised I am willing to listen if they would like to get a 2nd opinion on the failure. To date the claim has been properly adjudicated.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will again reiterate that the repair shop concluded that the lack of lube was the effect, not the cause. The cause of the lack of lube was a malfunctioning valve in the motor. Which is covered per the terms of the contract. I hope this is clear. Lack of lube was not the problem - just a symptom which ultimately led to the motor failing with no warning lights on the dash to alert me. A second opinion can certainly be done, but seems unnecessary because my mechanic agrees with me. I don't need a second mechanic's opinion. If AUL would like one, I would be more than happy to arrange that at no cost to myself. Please uphold your end of the contract and understand why there was a lack of lube in the first place. I had an oil change 3 months prior and less than 3k miles prior. At the VERY least, I should be reimbursed the extra $300 of my $600 deposit that went for the teardown that AUL approved, despite the "lack of lube." I hope that the right thing is done here. Thank you.
Final Business Response /* (4000, 9, 2015/05/07) */
AUL advised the shop the PCV and EGR valves were not listed covered components. AUL advised that damage due to lack of lube is not covered. AUL also advised any further tear down or diagnosis would be the cert holders responsibility until cause was found. This was all explained on X-X-XXXX on the repair shops original call in. The claim was properly adjudicated per the terms and conditions of the contract. AUL will maintain denial of this claim as lack of lube resulting in engine damage is not covered.