AUL Corporation

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]

AUL has reviewed the claim and found it to be correctly adjudicated per the terms and conditions of the signed contract. The vehicle was sold on 2-8-2017. The 1st and only claim was called in on 5-4-2017. Prior to that the customer called in several times and were advised of claim procedures. They...

were also advised no shop had called in to start a claim. When the claim was called in AUL received the diagnosis and covered the portion of the claim that was covered per the terms of the signed contract. AUL advised the contract was still in a temporary status due to the dealer not remitting the actual contract and payment. AUL advised payment will be made upon receipt of contract. AUL has correctly adjudicated the claim and will maintain our position on this matter.

Initial Business Response /* (1000, 5, 2015/10/01) */
M. Buenrostro,
Thank you for your email dated September 30, 2015. Following is AUL's response to our customer's complaint (customer's name has been omitted to protect her privacy).
Our customer was issued an AUL Warranty on September 3,...

2015 by a dealer partner, however, at that time, the dealer partner did not have the appropriate AUL paperwork in place so it was necessary to place our customer's warranty on hold.
As of September 30, 2015, the dealer partner's paperwork has been finalized and our customer's warranty is now in normal status and is ready to have a claim filed against it. Our customer will simply need to take her vehicle to a licensed repair facility and have them contact AUL Claims at 800.826.3207 with a complete diagnosis before repairs are performed.
AUL can understand our customer's frustration with this situation. Due to the inconvenience this caused, AUL has adjusted the effective date of our customer's warranty to today, 10/1/2015, and it will be in effect from this date for 3 months or 3000 miles, whichever occurs first. We have mailed a letter to the address on file for our customer with the details.
AUL hopes that the steps we have taken will assist our customer in finalizing this matter.
Please feel free to contact me if you have any further questions,
Sincerely,
G. [redacted]
AUL Compliance Manager

The contract states damage or failures caused by modifications is not covered. In this case AUL correctly adjudicated the claim by authorizing repairs for parts not effected by the modifications. AUL will continue to honor the contract as written. If the customer wishes to cancel the simply need to contact the selling dealer to start the process.

Initial Business Response /* (1000, 5, 2015/08/25) */
The claim was correctly adjudicated per the terms and conditions of the contract. In this case the claim was authorized using a re manufactured transmission and book labor. The total aggregate of the contract is 3000.00. AUL would be happy to...

ship the transmission we offered or pay up to 3000.00 towards the shop's estimate.

Initial Business Response /* (1000, 5, 2015/08/18) */
After review of the current claim, although the failure to the above mentioned part was not established, AUL will honor the replacement for the amount of 993.09 listed above as well as rental.

Thank you for reaching out Mr. [redacted]. At this moment the claim is still being reviewed and your vehicle will be inspected for a final diagnosis. No denial has taken place. Thank you for sharing your experience.

Initial Business Response /* (1000, 5, 2015/10/06) */
damage or failure due to sludge is not covered. This is explained in the vehicle service contract booklet on page 9 under section 8, paragraph F. The vehicle has traveled 15,097 miles since purchased and the repair shop advised the oil filter is...

the same one they installed prior to selling the vehicle. This was verified by a 3rd party inspection company. AUL has properly adjudicated the claim based on the shop diagnosis and contract terms. AUL will maintain our position this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was the motor inspected before the truck was sold to me? Because it's hard for me to believe that sludge built up in just the 8 months I owned it.
Final Business Response /* (4000, 9, 2015/10/09) */
AUL is not placing blame. the contract says damage due to sludge is not covered regardless of the cause. How or when it happens is irrelevant.
AUL will maintain our position on this claim.
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you're going to warranty a vehicle and not know if there's problems with it? How is that good business?

Initial Business Response /* (1000, 5, 2015/08/25) */
All 3 claims called in are correctly adjudicates per the terms of the contract. The 3rd claim regarding oil consumption has not been diagnosed. AUL awaits the shop findings.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/14) */
I called gm...

for help with my truck they said I needed to cancel my warranty which was a service contract to begin with then gm would only pay 40% of the cost which would make me in charge of the 60% which would cost me 1500 to 6000 dollars in repairs and ive already put in 1354 dollars plus payments , I was sold a phony warranty that cost an extra 30 bucks a month and 3000 on my loan that didn't even help with anything I needed fixd , this company is a fraud and should be shut down
Final Business Response /* (4000, 14, 2015/09/15) */
AUL has correctly adjudicated all claims on this contract. AUL still awaits the diagnosis on the current claim. The contract can be cancelled by simply calling the dealer and requesting a cancel.

Initial Business Response /* (1000, 5, 2015/08/26) */
AUL will be happy to reimburse the customer for the tow fee, simply fax the invoice to XXX-XXX-XXXX attention [redacted]. With regards to the claim denial, after review the failed steering lock is not listed for coverage therefore not covered.

Initial Business Response /* (1000, 5, 2015/11/06) */
The additional labor the repair shop is charging is for drilling out the broken bolts which is not covered by this contract. The claim has been correctly adjudicated per the terms of the contract.
Initial Consumer Rebuttal /* (3000, 7,...

2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from AUL is not acceptable for the following reasons:
1. There is no wording in the contract that states that exhaust bolts are not part of the exhaust manifold. The certified Ford repair facility manager states that the exhaust bolts are part of the Ford E350 exhaust manifold system.
2. The Ford repair facility manager further stated that this RV's Ford engine must be pulled to avoid any further damage to the exhaust manifold and breaking additional bolts, due to its age and its high mileage.
3. Further if the exhaust manifold system is not repaired in this manner, carbon monoxide leakage increases and can flow into the cabin, resulting in a safety hazard to driver and passengers. Engine valves stand the risk of burning up adding to repair costs for AUL and claimant.
4. AUL has not provided any name of a repair facility that is able or is willing to repair the exhaust manifold effectively without pulling the engine, even though AUL dispute the need for pulling the engine.
5. In an effort to reach middle ground and resolve this dispute, claimant is willing to pay $1413.39 and requests AUL pay $1813.39 for a total of $3,326.78 towards repairs of exhaust manifold system. This includes claimants $100.00 deductible and AULs initial response of $700.00.
Final Business Response /* (4000, 9, 2015/11/19) */
The contract is specific listed meaning only the parts listed as covered are covered.The exhaust manifold can be replaced without removing the engine. the broken studs are not listed therefore the extra labor to remove the engine and repair the studs is not covered. AUL has correctly adjudicated this claim and will maintain our position.
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AUL has NOT provided the contract wording that stipulates the bolts are not a part of the exhaust manifold.
As stated previously by the O'Meara Ford expert repair servicemen, the Ford 350 exhaust manifold cannot be adequately or safely repaired on an engine of this age and mileage without removing the engine which requires removing the existing exhaust manifold bolts!! AUL has continued to ignore this factor.
AUL refused to negotiate and did not provide any documentation or data stating that removal of the exhaust manifold bolts were not covered in the repair of the exhaust manifold. The contract reads:
Section &. WHAT IS COVERED BY THIS VEHICLE SERVICE CONTRACT
1. Engine Group: ...Crankshaft and bearings, oil pump, fuel pump, internal timing gears or chain/bet, camshaft, camshaft bearings, valve lifters, rocker arm assemblies and push rods, valve guides, pistons and rings, wrist pins, connecting rods, exhaust manifold, distributor drive gear and water pump.
Because there is no stipulation in the contract that removal of the exhaust manifold bolts is not covered, it appears that AUL is finding a unique interpretation of the contract to AVOID paying for the insured service!
The last dispute resolution was an attempt to meet AUL at a middle ground as per the Revdex.com request, in spite of the contract coverage which clearly states that the exhaust manifold is covered by this vehicle contract. In addition, all diagrams of exhaust manifold systems clearly showed studs/bolts as part of that system. AUL asserts: "The contract is specific listed meaning only the parts listed as covered are covered. The exhaust manifold can be replaced without removing the engine." According to the O'Meara Ford service manager, this repair cannot be done adequately nor safely on an engine of this age and mileage. AUL also asserts: "The broken studs are not listed." Claimant asserts: the broken studs ARE a part of the exhaust manifold as shown in multiple diagrams of manifold systems. AUL asserts: "therefore, the extra labor to remove the engine and repair the studs is not covered." To think that AUL denies studs/bolts as part of the exhaust manifold system is negligent and arbitrary. As stated before, claimant agreed to pay nearly half the repair costs and once again, AUL REFUSED to meet at the middle ground under reasonable and fair resolution.
If AUL cannot provide the original document with the specific wording that states the studs/bolts are not part of the exhaust manifold system, they may be liable for negligence.
Again claimant urges AUL to reconsider the middle ground resolution so this dispute does not have to be elevated.

Initial Business Response /* (1000, 5, 2015/07/02) */
The contract language is clear. The routine maintenance must be performed by a licensed repair shop. This is stated directly under the customer's signature. To cancel the customer simply needs to contact the selling dealer to request it....


Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the contract is clear, BUT if it is never explained to anyone, AND people can't afford to go to a dealer every time their car needs routine maintenance and have the knowledge to do it themselves, as long as the car is taken care of, it shouldn't matter. MY CAR WAS TAKEN CARE OF ALWAYS. I am in the process of purchasing a new car and the first thing I ask the dealer is who the extended warranty is through. I passed ** three car dealers so far because it was AUL and I explained to the dealers why. The one dealer said that they had complaints before and may switch companies. Also, this will be known by the power of social media, so far my post has over 70 comments( since yesterday) about how terrible your company is and a lot of them have passed ** cars also because of your company. If we keep spreading the word, many dealers may take notice and drop you. I've made three dealers take notice this week, which you may not think is a lot, but when they own franchises and then those people own franchises, it just keeps going on. People pay for this coverage and should be able to use it when needed. Since I work in the mortgage industry, lets show you a scenario. How would you feel if you needed a new roof, but you knew how to install a new roof yourself and didn't have the money to pay someone, so you put the new roof on. Your house catches fire and the homeowners insurance said the fire started near the roof and asked for all receipts pertaining to the roof from a licensed contractor. Well, you don't have any because you did the work yourself....oh so guess what, your house isn't getting fixed because a contractor had to do the work, even though you couldn't afford it and it states it in the contract. I understand that contracts do mean something, but sometimes companies just need to have a heart and help people out. Its not like I didn't pay for the contract. Its not like I didn't keep the maintenance up on my car. People are too worried about formalities instead of helping people.
Final Business Response /* (4000, 9, 2015/07/09) */
AUL is A+ rated by the Revdex.com because we follow the terms and conditions of the contracts sold to customers. AUL has been in business for 25 years. AUL contracts are designed to assist the customer when a covered failure occurs provided the customer follows the guidelines of the contract they purchased and signed. It is unfortunate in this case that the maintenance requirements were not met. Again the contract can be cancelled by simply calling the selling dealer to start the process.

Complaint: [redacted]I am rejecting this response because: I am still canceling my contract with your scam of a business and contacting the attorney general. Keep taking other people's money and scamming them but you won't scam me. Thank you for not helping me out whatsoever. You are great business people. Sincerely,[redacted]

The contract the customer purchased has a maintenance requirement which must be performed by a licensed repair shop every 4 months or 4000 miles. failure to perform this requirement is subject to claim denial. The customer signed the contract and initialed the maintenance requirement box indicating...

she understood this clause. In this case AUL only received 3 oil change receipts from a licensed shop. Per the terms and conditions of the signed contract the requirements were not met. AUL has properly adjudicated the claim. AUL will maintain our stance on this claim.

AUL has reviewed the claim and found it to be correctly adjudicated per the terms and conditions of the signed contract. the claim was called in on 6-14-2017, at that time the shop advised AUL the engine was low in oil and looked like it got hot. AUL obtained a 3rd party inspection company to...

inspect the vehicle and their findings were consistent with the shop diagnosis. damage caused by lack of lube or overheat are not covered. this is found under section 8, paragraph F of the contract. AUL advised the customer we are happy to review any other diagnosis called in for coverage. AUL will maintain our position on this claim.