Auto Knight Motor Club, Inc.

Initial Business Response /* (1000, 5, 2014/11/13) */
Contact Name and Title: *** *** Claims Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@autoknight.com
Auto Knight does not administer any mechanical warranty coverageWe administer roadside assistance coverage for a number
of warranty companies but are not involved in their mechanical coverage claim processMs*** may contact us and we will direct her to the appropriate company for further review of her claim

Initial Business Response /* (1000, 5, 2014/09/29) */
Contact Name and Title: [redacted] Claims Mgr
Contact Email: [redacted].com
The Auto Knight Tire & Wheel Plan provides for the repair or replacement of the vehicle's tires and wheels, which during the term of the agreement...

become unserviceable due to a road hazard. The following terms, in pertinent part, are provided below:
"Flat tire repair or full replacement when the tire is unrepairable and/or the wheel is damaged so it is unable to seal with the tire due to a covered road hazard."
These are the terms and conditions that govern the policy and upon which Auto Knight must adjudicate claims. Inasmuch as I empathize with Mr. [redacted]'s position and can understand how he feels, the claim is simply being adjudicated based on the terms he agreed to upon purchase of his contract. If the wheel fails to seal with its tire, Auto Knight would repair or replace the wheel.

Dear Ms. Carmona:Your letter to [redacted] dated has been referred to this office for handling. Fortegra Financial Corporation is the parent of Auto Knight Motor Club, Inc.We are unable to respond to this inquiry as Ms. [redacted] has filed a lawsuit on this matter. Auto Knight Motor Club, Inc....

and Fortega Financial Corporation preserves any and all rights and defenses it may have under the contract and applicable law.Sincerely, Sherry CollinsDispute Resolution AnalystLegal Affairs

Initial Business Response /* (1000, 12, 2016/04/25) */
Dear Ms. [redacted]
Your letter to [redacted] dated April 1,2016 has been referred to this office for handling. Fortegra Financial Corporation is the parent of Auto Knight Motor Club. In response to your inquiry we provide the...

following information.
On August 1, 2015, Ms. [redacted] purchased a 2013 Lexus from Rallye Lexus in Glen Cove, NY. When purchasing the vehicle Ms. [redacted] was offered and elected to purchase the Total Protection Plus coverage on the vehicle.
In March 2016, Ms. [redacted] called to file a claim for a ding on her bumper. At this time it was explainted to Ms. [redacted] that a ding on a bumper was not eligible based on the terms of the contract. Ms. [redacted] asked to speak with a supervisor. The supervisor explained the coverage to Ms. [redacted].
On March 22, 2016, a representative from Fortegra, [redacted] called and spoke with Ms. [redacted]. He reviewed the Total Protection Program with her. Ms. [redacted] advised she did not feel the program had enough value for her driving needs and requested cancellation. Mr. [redacted] explained the refund would be prorated as the contract has been in force since August 2015 and that she would receive 87.137% of the amount paid less the cancellation fee.
We have been advised by [redacted] in the accounting office at Rallye Lexus, check number XXXXX was issued on April 13,2016 in the amount of $1,448.23 and mailed to Ms. [redacted]. The refund was calculated as follows:
$1,690.70x87.137% (# of days in-force)=$1,473.22 - $25 cancellation fee.
We trust this satisfies this inquiry. Please contact our office if we may assist you further.
Sincerely,
[redacted]
Dispute Resolution Analyst
Initial Consumer Rebuttal /* (2000, 16, 2016/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Please let me know if you have any questions.
Thank you,
[redacted]

Initial Business Response /* (1000, 9, 2014/02/20) */
It is our goal to consistently provide excellent service and resolve customer issues to the customers' satisfaction promptly and within the scope of their policy. We are sorry to hear that Ms. [redacted] felt disrespected and was...

unsatisfied with the quality of service as this was definitely not our intention.
The issue at hand is that the vendor (H&R Towing) whom we dispatched to assist Ms. [redacted] on 1/8/2014 claims to have completed the jumpstart while Ms. [redacted] claims that she did not receive service. We dispatched H&R Towing at 8:17pm PST to provide a jumpstart to Ms. [redacted]'s vehicle. About 90 minutes later H&R towing confirmed that the jumpstart was successfully completed at which point we issued payment. Ms. [redacted] contacted us the next day at 1pm PST to report that the vendor had never showed up. We reached out to H&R Towing which again confirmed that it had jumpstarted the vehicle the previous night.
We maintain a stringent vetting system and only contract with reputable service providers. H&R Towing has always provided prompt and quality service consistent with industry and customer expectations. We have undertaken every possible measure to confirm that the service was delivered. We received confirmation from the vendor the same night the call was dispatched; we verified that payment was issued and processed for the service; and we received a second confirmation from the vendor that the service had been performed. Furthermore Ms. [redacted] did not alert us as to any delay in service until the following afternoon preventing us from intervening promptly had there been a delay in service.
We feel that we took all necessary steps to provide service to Ms. [redacted], confirm that the service was delivered, and paid for that service per the terms of the policy. We remain available to further discuss this issue with Ms. [redacted] in order to arrive to a satisfactory conclusion for everyone involved.
Initial Consumer Rebuttal /* (3000, 11, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated previously no service was provided to me. We would not be at this point had this company provided the service that comes with this warranty. Obviously, they are not a reputatable Company if I'm stating as I've been stating THEY DID NOT PROVIDE A SERVICE. As an end result of this error on your company (Auto Knight) for paying a vendor prior to services being received I am ultimately the one suffering the consequences. I was in constant contact with your representative [redacted] since I called in this problem. There were two vendors that was dispatched which neither of them COMPLETED THE JOB. WHAT'S TH SENSE OF HAVING EMERGENCY ROADSIDE ASSISTANCE WHEN THEY CAN NOT AIDE YOU IN EMEREGENCY SITUTIONS?? [redacted] the supervisor you appointed for your company stated on 1/8/14 11:40PM that they had to fax the payment to the vendor before the vendor even completed the job. This made no sense because they were already paid prior to them coming to the location .So the real question would be why pay someone in advance and what is the companies ethics as it relates to fraud. Clearly, H&R Towing is fraudulent and providing false pretense about this service. So this seems like a cover up since Auto Knight already paid for the services initially. This was in fact the second vendor that was dispatched to my vehicle the at 11:40 pm 1/8/14 first was Hi-5 at 8:17PM 1/8/14 whom caught a flat and took 3 hours and never showed up. So Auto Knight supervisor [redacted] cancelled and dispatched H&R Towing at 11:40PM 1/8/14 which they never came. What kind of company runs a business of heresay. Where is the receipts stating such service took place? This company can not supply any existance of this service because it never took place. Of course since Auto Knight paid them they are going to state they did the job but where is the proof. Once again no one can provide no proof or signature by me that this even occurred.
At this point the only decision that would suffice is one stating this service was never provided and will be removed off my record. This is unbelievable the measures I had to go through just to resolve this issue. I feel as a customer that has paid for a service and need the service and not have it is unacceptable. All Auto Knight has done was yet again take the words of this Company over actual evidence and facts which has need been surrendered or explained. I feel this Company has failed to produce any supporting facts other than they own perception of this Company. This is despicable and this Company should have some morality of themselves as it relates to customers. I look forward to your decision that you have came to the rationale that this is being removed from my account. Otherwise, I will have to other choice but to proceed further with this case.
Regards,
[redacted]
Final Business Response /* (4000, 15, 2014/04/28) */
I just spoke to Ms. [redacted] and reviewed the timeline and her complaint. I have agreed to make sure that her roadside assistance benefits are reset to zero claims on her account. She will have all of her benefits available to her in the event of an Emergency Roadside Event.
We also discussed her concerns over the vendors that were supposed to have provided the services and could not be verified. I have explained that our vendor relations manager has been investigating these providers to confirm receipt of services rendered. These providers have been placed on our "Suspended List" and may ultimately be removed from our network.
I am sending Ms. [redacted] my personal contact information for future reference and am confident we will not have any future issues.
Please advise if your require any further information from our office.
Sincerely,
[redacted]
President
Final Consumer Response /* (2000, 17, 2014/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12060024, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 7, 2016/06/07) */
Dear Ms. [redacted]
We are writing you in response to your request for information to assist Mr. [redacted]. Please note Mr. [redacted] did not purchase a product or any program from Auto Knight Motor Club. The following information...

will provide further clarity.
On April 9, 2016 and May 19, 2016, Mr. [redacted] purchased a product called Nitrofill, from the dealer. This is a nitrogen product which is used to inflate tires on the vehicle. Included with the product purchase the dealer provides a complimentary Nitrofil product warranty, at no cost to the consumer, covering the nitrogen used to inflate the tires. This warranty is provided by Vehicle Safety Solutions, LLC, not Auto Knight Motor Club.
This aforementioned complimentary warranty also includes Roadside Assistance coverage with is provide complimentary as well when purchasing the Nitrofil product. The Roadside benefits are administered by Auto Knight Motor Club. The consumer does not pay Auto Knight for the Nitrofil warranty or roadside assistance benefits. Therefore, there are no monies refundable by Auto Knight Motor Club to Mr. [redacted].
Because the Nitrofil warranty backs the nitrogen placed in the tires, we understand from Nitrofil the warranty is not transferrable from one vehicle to another as the warranty does not back the vehicle, rather the inflation of the tires. Since the roadside benefits are imbedded with the Nitrofil warranty those benefits follow the Nitrofil warranty. The price paid by the Mr. [redacted] is for the actual product (nitrogen to inflate the tires) not the warranty or roadside assistance benefits.
We trust this information will assist you with your response to Mr. [redacted]. If we can be of further assistance please contact this office.
Thanks,
[redacted] S. [redacted]
Vice President - Legal Affairs
Initial Consumer Rebuttal /* (3000, 9, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read many documents in my time but not one so full of misinformation and conjecture in my days. I never purchased this Nitrofill from a dealer as this [redacted] is stating, but I did purchase Roadside Assistance from Auto Night Motor Club. I believe Craig Hart needs to get his facts together before he issues a response. I have the necessary documents to back this claim, but this [redacted] has no such proof.
Final Business Response /* (1000, 13, 2016/06/22) */
[redacted]Document Attached[redacted]
Ms. [redacted]
Mr. [redacted] has advised he received his refund and coverage continued on the 2013 Chrysler and no further follow up is needed. I've attached a copy of his email as verification this matter is resolved. Please let us know if we may be of further assistance.
Thank you,

Initial Business Response /* (1000, 7, 2016/06/07) */
Dear Ms. [redacted]
We are writing you in response to your request for information to assist Mr. [redacted]. Please note Mr. [redacted] did not purchase a product or any program from Auto Knight Motor Club. The following information will...

provide further clarity.
On April 9, 2016 and May 19, 2016, Mr. [redacted] purchased a product called Nitrofill, from the dealer. This is a nitrogen product which is used to inflate tires on the vehicle. Included with the product purchase the dealer provides a complimentary Nitrofil product warranty, at no cost to the consumer, covering the nitrogen used to inflate the tires. This warranty is provided by Vehicle Safety Solutions, LLC, not Auto Knight Motor Club.
This aforementioned complimentary warranty also includes Roadside Assistance coverage with is provide complimentary as well when purchasing the Nitrofil product. The Roadside benefits are administered by Auto Knight Motor Club. The consumer does not pay Auto Knight for the Nitrofil warranty or roadside assistance benefits. Therefore, there are no monies refundable by Auto Knight Motor Club to Mr. [redacted].
Because the Nitrofil warranty backs the nitrogen placed in the tires, we understand from Nitrofil the warranty is not transferrable from one vehicle to another as the warranty does not back the vehicle, rather the inflation of the tires. Since the roadside benefits are imbedded with the Nitrofil warranty those benefits follow the Nitrofil warranty. The price paid by the Mr. [redacted] is for the actual product (nitrogen to inflate the tires) not the warranty or roadside assistance benefits.
We trust this information will assist you with your response to Mr. [redacted]. If we can be of further assistance please contact this office.
Thanks,
[redacted] S. [redacted]
Vice President - Legal Affairs
Initial Consumer Rebuttal /* (3000, 9, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read many documents in my time but not one so full of misinformation and conjecture in my days. I never purchased this Nitrofill from a dealer as this [redacted] is stating, but I did purchase Roadside Assistance from Auto Night Motor Club. I believe Craig Hart needs to get his facts together before he issues a response. I have the necessary documents to back this claim, but this [redacted] has no such proof.
Final Business Response /* (1000, 13, 2016/06/22) */
[redacted]Document Attached[redacted]
Ms. [redacted]
Mr. [redacted] has advised he received his refund and coverage continued on the 2013 Chrysler and no further follow up is needed. I've attached a copy of his email as verification this matter is resolved. Please let us know if we may be of further assistance.
Thank you,

Final Consumer Response /* (2000, 6, 2014/04/25) */
The company has amicably resolved the issue.

Initial Business Response /* (1000, 9, 2014/03/12) */
It is our goal to ensure the highest level of customer satisfaction within the scope of the coverage outlined in the policy terms. An internal review of Ms. [redacted]' claim history confirms that her claims have been processed up to this...

standard and within the coverage limits of her contract. The core issue of the complaint is that the amount authorized and paid out on her claims have been less than the amount billed to her by the dealership where she had her vehicle serviced.
The terms of the policy require that tires authorized for replacement be authorized at fair market value. In order to determine fair market value of a covered tire, we obtain prices from multiple retail sources available to consumers in the given geographic area and price the covered tire based on an average of these amounts. In both instances the amount authorized was based on an average retail price of the tire being replaced. While we attempt to accommodate customers and work closely with repair facilities to avoid any out of pocket costs we cannot prevent them from billing at a rate higher than fair market value.
We remain available to discuss further with Ms. [redacted] and to answer any additional questions or concerns she may have.

Initial Business Response /* (1000, 12, 2016/04/25) */
Dear Ms. [redacted]
Your letter to [redacted] dated April 1,2016 has been referred to this office for handling. Fortegra Financial Corporation is the parent of Auto Knight Motor Club. In response to your inquiry we provide the following...

information.
On August 1, 2015, Ms. [redacted] purchased a 2013 Lexus from Rallye Lexus in Glen Cove, NY. When purchasing the vehicle Ms. [redacted] was offered and elected to purchase the Total Protection Plus coverage on the vehicle.
In March 2016, Ms. [redacted] called to file a claim for a ding on her bumper. At this time it was explainted to Ms. [redacted] that a ding on a bumper was not eligible based on the terms of the contract. Ms. [redacted] asked to speak with a supervisor. The supervisor explained the coverage to Ms. [redacted].
On March 22, 2016, a representative from Fortegra, [redacted] called and spoke with Ms. [redacted]. He reviewed the Total Protection Program with her. Ms. [redacted] advised she did not feel the program had enough value for her driving needs and requested cancellation. Mr. [redacted] explained the refund would be prorated as the contract has been in force since August 2015 and that she would receive 87.137% of the amount paid less the cancellation fee.
We have been advised by [redacted] in the accounting office at Rallye Lexus, check number XXXXX was issued on April 13,2016 in the amount of $1,448.23 and mailed to Ms. [redacted]. The refund was calculated as follows:
$1,690.70x87.137% (# of days in-force)=$1,473.22 - $25 cancellation fee.
We trust this satisfies this inquiry. Please contact our office if we may assist you further.
Sincerely,
[redacted]
Dispute Resolution Analyst
Initial Consumer Rebuttal /* (2000, 16, 2016/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)