AUL Corporation

Initial Business Response /* (1000, 5, 2015/12/08) */
The contract the customer purchased states any damages caused by rust is not covered. This is explained in section 8,paragraph F of is contract. AUL hired a 3rd party inspection company to verify the shop diagnosis and the corrosion was found....

AUL correctly adjudicated the contract. AUL has since worked with the repair shop and agreed to furnish a control module as a goodwill gesture. The part was ordered and shipped on 12-3-2015. no further action will be taken with claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty is sold as "peace of mind" - Presented as anything electrical is covered with only a $100 deductible (with the enhanced electrical package). It was not presented as, if you have an electrical problem, we will send out OUR "expert" to analyse the problem and if he finds dust, corrosion, rust, dirt, leaves, or any reason to deny the claim, well then it's not covered. Are you still interested in buying this warranty.. I think 99.9% of their customers would say NO. Shady Tactics, lies, deceit, and I will Never buy an extended warranty from AUL.
Final Consumer Response /* (2000, 9, 2015/12/14) */
They did end up paying for my electrical module after several phone calls to the GM of the dealership where I purchased the warranty and several phone calls to AUL. I can honestly say that had I not been aggressive in perusing the claim by threatening legal action, that this claim would have been denied.

Complaint: [redacted]I am rejecting this response because:The Cat Convertor is part of the exhaust which is covered under the warranty and the main reason I purchased the warranty, because I had already replaced 2of them and I knew it was just a matter of time before the third went out. Sincerely,[redacted]

AUL reached out to Ms. [redacted] on 6-20-2017 and advised after review by the claims manager we will issue the full amount of 760.00. this issue has been corrected.

Initial Business Response /* (1000, 5, 2015/09/09) */
The contract terms require an oil service performed by a licensed repair shop every 4 months and 4000 miles. In order to move forward with claim AUL requested oil service records. Customer did not furnish the records and requested AUL cancel the...

contract. AUL cancelled the contract per the customer's request. No further assistance is available.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
9-9-15
Sent via email:
[redacted]@ymail.com
Hello good morning at this time it has not been resolved they have cancelled my contract will not make repairs to my vehicle.
[redacted]
Final Business Response /* (4000, 9, 2015/09/11) */
The contract was cancelled at the request of the customer. no further action will be taken.

Complaint: [redacted]I am rejecting this response because: This company is just a fraud and does not cover what it says it covers.  My contract is cancelled with these scammers and will tell everyone I know not to purchase this so called warranty.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/17) */
Our records indicate that the issue has been resolved and we are proceeding with the repairs to Mr. [redacted]' vehicle. please let us know if there are any further concerns.

Initial Business Response /* (1000, 5, 2015/06/09) */
The vehicle was towed to Shmayger Complete Auto care. On X-XX-XXXX Demetre from the shop called AUL to start a claim. He advised AUL the vehicle was towed in and had no oil in the engine. He advised the damage due to lack of oil resulted in...

engine failure. AUL advised him at that time that damage due to lack of lube is not covered. Also the contract purchased does not have seal and gasket coverage. The shop then recanted their story and said the oil is full and clean. AUL advised diagnosis and tear down procedures and contract cap of 2000.00.
The vehicle was moved to [redacted]'s Tire and Auto and a 2nd claim was called in on 5-26-2015. [redacted] at shop reported low end damage. again AUL advised of previous shop and diagnosis procedures. Aul then hired a 3rd party inspection company to inspect the damage. The report came back on 6-1-2015. The inspector verified the damage is consistent with oil starvation due to a run low condition. AUL denied the claim.
AUL has correctly adjudicated the claim. AUL has the phone recordings of the original call made which advises the vehicle had no oil in it at time of breakdown. The inspection report pictures backs this statement.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am enclosing (Faxing over) three mechanics invoices that I have taken the car to. Not one of them states "lack of oil" Now AUL is saying that the mechanic RETRACTED a statement that there was no oil in the car. AUL needs to show ANY proof that one of the mechanics stated this. They are liars. I have the paperwork to prove everything I am claiming and they have NOTHING except, "Oh the mechanic told us one thing and wrote something different."
Also, the third mechanic that did indeed tear the engine apart, will state in court that there is NO WAY their independent inspection company could tell there was no oil in the engine because he had it completely apart and their were NO SIGNS of it. AUL is lying
Final Business Response /* (4000, 9, 2015/06/11) */
Again AUL has properly adjudicated this claim. The shops diagnosis and inspection company's notes clearly show lack of lube as the cause.
Final Consumer Response /* (4200, 12, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the paperwork proofing this guy is lying was sent back to you via mail om June 12, 2015 You will see by the proof imsent that three mecahnics said nothing was wrong with the lack of oil. If you read this, you will see its pretty common that AUL does the same thing to many other people.
[redacted]-cXXXXXX.html

Initial Business Response /* (1000, 5, 2015/10/01) */
The contract the customer purchased does not have seal and gasket coverage. It is listed separate and was not selected at time of purchase. The claim was adjudicated properly per the terms of the contract

Dear [redacted].:We are in receipt of your email dated May 6, 2017, regarding the complaint you received from Ms. [redacted]. (customer last name not included to protect privacy) regarding the refund and cancellation of her AUL Vehicle Service Contract. Following is AUL’s response to Ms. [redacted]...

complaint.On August 6, 2014, AUL received a cancellation request via fax from Ms. G.  At that time AUL requested the odometer reading on Ms. [redacted] vehicle in order to proceed with the cancellation and refund.  Once the odometer reading was obtained, AUL cancelled the contract and per the terms of the contract, refunded 83.47% (determined by miles driven) minus the $25.00 cancellation fee to the issuing dealer.Today we received confirmation from the issuing dealer and the lienholder on Ms. [redacted] contact that the refund was applied to Ms. [redacted] account with Fort Knox Federal Credit Union on 10/28/2014.  The refund was applied as follows: Total amount applied was $1760.93 ($1227.93 for the AUL vehicle service contract and $533.00 for the gap insurance).   Please feel free to contact me if you have any additional questions or concerns at [redacted].Respectfully,[redacted]AUL Compliance Manager

AUL has reviewed the claim and found it to be correctly adjudicated. The vehicle was sold with 171,728 miles on it. In order to be eligible for seals and gasket option the mileage must be under 125,000 miles. The customer may cancel at any time by simply contacting the selling dealer and requesting...

a cancel.

Any damage or failure caused by of effected by  the modifications will not be covered going forward. The 1st time AUL inspected the vehicle was the claim dated 2-20-2017. The modifications were found at that time. A partial claim was paid for repairs covered by the contract. If the...

customer wishes to cancel they simply need to call the dealership and ask for a cancel.

Again, the service contract has terms and conditions. The vehicle did not qualify for seal and gasket coverage due to mileage. AUL will maintain our stance on this matter. The customer can cancel by simply calling the dealer and starting the process.

Initial Business Response /* (1000, 5, 2015/06/02) */
To date AUL has not received the contract or funding. any refund from cancellation would come from the selling dealer. AUL denied the temp claim under section 8 paragraph b of the service contract that states any repairs that were not operating...

properly at the time of sale are not covered.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The truck was running properly at time of sale. The denial of the claim is the reason for wanting the refund and now the AUL is trying to claim they have no record of the contract. AUL has enough information on the contract to deny a claim but not suddenly can't find the paperwork when the customer wants a refund? I don't believe the claim that AUL doesn't have the paperwork. Issue the refund you have the paperwork and you have my money.
Final Business Response /* (4000, 9, 2015/06/04) */
AUL has received a copy of the contract and started a temporary claim based on the copy. This is normal procedure. It was not until we received all the information that we made our decision to maintain our position on this claim.
Final Consumer Response /* (4200, 11, 2015/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So AUL position is to steal my money? Because that is AUL's position right now, take my money and not honor their contract. As stated I WANT A REFUND!

Complaint: [redacted]I am rejecting this response because: I sent in all paperwork and maintaince records indicating the car was taken care of. When I asked if I could do fluid changes myself, I was told that it was fine. I have all receipts from the changes, mileage it was changed. Filters changed. You shouldn't be so tight in your numbers because even if someone goes to get an oil change at 4500 miles AUL will still deny them. I hope nobody does business with this company and I will be canceling my warranty with them since it is no use to me anyway. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
The vehicle was towed in to shop. The customer complained of overheating. The only diagnosis the shop had was coolant/oil intermix. No verified failure was established. AUL asked for further diagnosis as they were requesting engine replacement....

This has not been performed. AUL hired a 3rd party inspection company to inspect the shop diagnosis and a cause of failure was not established due to no tear down/diagnosis. The same diagnosis was present on 12-10-2014. At that time the radiator was replaced. The head gasket is covered per the terms of the contract. AUL is asking for further diagnosis to determine the cause of the overheat. After proper diagnosis and a failure established AUL would be happy to continue this claim.

Complaint: [redacted]I am rejecting this response because:Thank you very much for reaching out to me my car needs a new engine and transmission that my mechanic notified the AUL warranty company previously but instead of replacing which is necessary to get the car on the road but instead AUL forced my mechanic to repair it and give 12 months of grantee on the repair which my mechanic and two other mechanics I consulted with said it's impossible and insane to ask a repaired warranty for 12 months on a motor that has 143 thousand miles on it therefore I need my car to be fixed and warranted for atleast 12 months I don't need a fill in formality which will not be helpful to me. It will be appreciated if Revdex.com makes sure that AUL will fulfill all necessary measures to get my car fixed and running and it will only be possible if they put a new engine and transmission. Thanks 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is on going but I am satisfactory with the outcome that was verbally told to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Vehicle was not modified by owner, vehicle was purchased as is ... thus no modifications were added after contract with AUL and
no parts would interfere with operation of vehicle.  AUL should honor its contract.  Vehicle is 15 years old and unlike a new vehicle
will see replacement of wear and tear items.  AUL accepted responsibility when they accepted our money and signature, they
should have inspected car at sale date and not accepted responsibilty for warranty work.  We were either contractually defrauded,
both VW and AUL selling us a contract that they didn't intend to honor or a systematic scheme to have customers buy worthless 
policies.Sincerely,[redacted]

The contract in question was sold through the dealer. AUL sells the contract to the dealer for a set price. The dealer then charges the customer their price for the contract at time of sale. What AUL receives for the contract is less than what was charged for it. This is why the dealer cancels the contract and refunds the total amount to the customer. 
With regards to the temporary authorization, this is due to AUL not receiving the signed contract and funds from the dealer. Since the contract states day 1 coverage AUL can authorize a claim in a temporary basis with payment to be made to shop or customer upon full enrollment of the contract.
Lastly the 12 month, 12,000 mile warranty is common place in most reputable repair shops

Complaint: [redacted]I am rejecting this response because: why sale service contract when the vechicle has [redacted]  and know that major parts break at less change my contract to at less cover something or I will cancel it auto credit sales is just at falt  as you are to issue this contract .Sincerely,[redacted]