AutoLifeRx

Upon review of AutoLifeRx Claim #[redacted], and Mr. [redacted]’s detailed and informative complaint, we will address the various issues he noted.  6/2/14 Received call from [redacted] Repair and opened AutoLifeRx Claim #[redacted].  [redacted] said vehicle was driven in with complaint...

of making a loud noise when stopping or in reverse.  6/3/14 AutoLifeRx Claims Department contacted the repair facility and instructed the shop to get consumer authorization for tear down.  6/6/14 [redacted] called Claims Dept. upset because he had not heard anything regarding his truck and he was told that the repair facility had been instructed to get his authorization for teardown, but apparently there was a communication breakdown somewhere in those instructions.  6/6/14 Four minutes after the conversation with Mr. [redacted], the AutoLifeRx Claims Department contacted [redacted] and [redacted] said he received authorization, but was still in process of performing tear down.  6/16/14 [redacted] called to say his shop was closing early and asked that the Inspector call before coming out another day.  Re-scheduled inspection for 6/20/14.  Per inspection report - timing chain, guides, tensioners and camshaft phasers are intact with no visible damage. No mechanical failure seen or demonstrated. In reference to the Terms and  Conditions of the AutoLifeRx agreement, Item #5 Exclusions states – “Failures must be the result of a proven mechanical failure.”.  Therefore, the AutoLifeRx claim on Mr. [redacted]’s truck remains denied due to no mechanical failure. 
 
We hope this explanation assists in closing this complaint.
 
Sincerely,
AutoLifeRx Administration

Please be advised, AutoLifeRx #[redacted] agreement has been cancelled and apparently Mr. [redacted]'s complaint to the Revdex.com was pre-meditated as his refund check was already in the mail. Additionally, much of [redacted]'s complaint holds no truth or validity and...

his concerns had to be escalated to the Legal Department for review prior to reseller refund.On 3/17/15 [redacted] Santa Ana contacted AutoLifeRx Claims Department, and stated the vehicle was towed in, oil looks milky, is about 1 quart low, has approximately 60 codes of vehicle malfunctions and engine seized up. The repair shop was informed to get service history from Mr. [redacted]. Service history had not been received, and on 4/3/15 AutoLifeRx Claims left a message for [redacted] requesting the required documentation. 4/6/15 AutoLifeRx Claims Department called [redacted] Santa Ana and requested they get Mr. [redacted]'s authorization for teardown to point of failure and call Claims back with findings. 4/21/15 Claims Department called repair facility asking about status of vehicle and [redacted] stated that [redacted] had not returned their phone calls or their loaner car. The AutoLifeRx Claims Department left numerous phone messages at the end of April, all through May, and did not hear from [redacted] or the repair shop until June 9,2015. 6/9/15 Mr. [redacted] told the Claims Department he was upset because his vehicle was not repaired during his month of unavailability. Also during this conversation, Mr. [redacted] was again told we were still waiting for his service history receipts. The service history of supposed oil changes that the Claims Department received were from [redacted] shop - [redacted] stated "the car had perfect service maintenance through BMW". They revealed that complete oil changes were not done, but only free oil refills. On each of the 3 free oil refills, the paperwork also showed that no other additional maintenance checkups were done. 6/10/15 AutoLifeRx Claims Department contacted the repair facility, asking for current mileage and again, consumer authorization for tear down. During this conversation, [redacted] at [redacted] stated that the oil pan appears to have been pushed up and said it looks different than when last seen in March. Also verified that the car would need tear down to see if the oil pan is restricting the oil pick up, and there was coolant in the oil. 6/16/15 A third party inspector noted the vehicle mileage was 828 miles more than the repair shop originally reported, engine oil pan is dented upward about 1/2" from what appears to have been a glancing blow, engine smells as if it got very hot, metal contamination in bottom of oil filter housing and between oil filter ribs as well. The cause of failure is from long term coolant pump failure and continued operation with coolant/oil intermix from severe overheat, resulting in complete engine failure. Pictures from the inspection also disclosed that there are no license plates on the BMW, and [redacted] report shows last title or registration was issued to an insurance company on 12/26/13.Other invalid statements in the complaint reveal that Mr. [redacted] thinks he paid $1,661.00 to the AutoLifeRx Administrative Office. In actuality, he paid a reseller in New York, of which this office had referred Mr. [redacted] back to numerous times.In review, the above mentioned AutoLifeRx agreement #[redacted] is cancelled, and therefore should resolve and close this Complaint ID #[redacted], [redacted].

I give them a (- 5)
I have had this on two cars now and they both have been in the shop and each time they have said they do not cover that, they only cover internal working parts, well one of them through a main bearing and they said because I did not have my receipts for the oil, even though I had millage and oil grad and oil filter that I used each time they did not cover it either. I think they should be put out of business, they are only taking people for all they can get and given nothing in return. If they offer you this AutoLifeRX for your car do your self a favor and tell them you would like to keep the money to use for the repair if it happens

In receipt of this continued unresolved dispute, we will keep this explanation concise.  AutoLifeRx has no control over vehicle manufacturer recalls.  Additionally, the Claims Department reviews each case on an individual basis, and only at that time, will they become aware of manufacturer component problems or recalls.  The AutoLifeRx Claims Department relies on the inspection report for information to determine approval or denial of claims.  Again, and per the  inspection report, no mechanical failure was seen or demonstrated.  

In reference to the Terms and Conditions of the AutoLifeRx agreement, Item #5 Exclusions states – “Failures must be the result of a proven mechanical failure.”.  Therefore, the AutoLifeRx claim on Mr. [redacted]’s truck remains denied due to no mechanical failure. 

 

We hope this explanation assists in closing this complaint.

 

Sincerely,

AutoLifeRx Administration

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Upon review of AutoLifeRx Claim #[redacted], and Mr. [redacted]’s detailed and informative complaint, we will address the various issues he noted.  6/2/14 Received call from [redacted] Repair and opened AutoLifeRx Claim #[redacted].  [redacted] said vehicle was driven in with complaint...

of making a loud noise when stopping or in reverse.  6/3/14 AutoLifeRx Claims Department contacted the repair facility and instructed the shop to get consumer authorization for tear down.  6/6/14 [redacted] called Claims Dept. upset because he had not heard anything regarding his truck and he was told that the repair facility had been instructed to get his authorization for teardown, but apparently there was a communication breakdown somewhere in those instructions.  6/6/14 Four minutes after the conversation with Mr. [redacted], the AutoLifeRx Claims Department contacted [redacted] and [redacted] said he received authorization, but was still in process of performing tear down.  6/16/14 [redacted] called to say his shop was closing early and asked that the Inspector call before coming out another day.  Re-scheduled inspection for 6/20/14.  Per inspection report - timing chain, guides, tensioners and camshaft phasers are intact with no visible damage. No mechanical failure seen or demonstrated. In reference to the Terms and  Conditions of the AutoLifeRx agreement, Item #5 Exclusions states – “Failures must be the result of a proven mechanical failure.”.  Therefore, the AutoLifeRx claim on Mr. [redacted]’s truck remains denied due to no mechanical failure. 

 

We hope this explanation assists in closing this complaint.

 

Sincerely,

AutoLifeRx Administration

Dear Ms. [redacted],Since [redacted] has entered 5 identical complaints, and all at the same interval, in fairness and respect of your time at the [redacted], this matter has been turned over to the Legal Department.  The complaint ID numbers are as follows: ID#...

[redacted], and [redacted].Sincerely,AutoLifeRx Administrative Office

Please be advised that this matter should be closed. After a thorough investigation, the AutoLifeRx Limited Product Warranty program had determined that Auto Advantage submitted a proposed sale to Mr. [redacted] of an AutoLifeRx Plus product and its associated warranty that was not in compliance with the AutoLifeRx Limited Product Warranty program. Therefore, the transaction and warranty were cancelled and removed from the AutoLifeRx Limited Product Warranty program. AutoLifeRx directed Auto Advantage to refund directly to Mr. [redacted] the full purchase he paid ($1,675.00). Auto Advantage did, in fact, refund Mr. [redacted] and Mr. [redacted] negotiated the check. See copy attached hereto.As an aside, the Legal Department also reviewed the file and notes that even if the proposed sale and associated warranty were in compliance with the program requirements and in effect, any claim would be denied for a myriad of reasons, including an independent inspector’s conclusion that damage to the vehicle’s oil pan from an apparent accident and continued operation, was the cause of any damage to the engine – not the failure of the AutoLifeRx product. The company records also reflect that there was a failure to maintain proper maintenance such as oil changes (as opposed to merely topping off the oil). Such damages are specifically excluded from coverage under the limited product warranty. Contrary to Mr. [redacted]’s assertions, Mr. [redacted] failed and refused to provide evidence of the proper maintenance of the vehicle, including the alleged service records from [redacted].The legal department also notes that Mr. [redacted]’s claims of never hearing back from the AutoLifeRx Limited Warranty Program are unfounded. If anything, the cause for any delay in Mr. [redacted] receiving communications from AutoLifeRx appears to be from Mr. [redacted]’s unavailability due to his incarceration.Finally, it should be noted that Mr. [redacted] continues to falsely assert that the AutoLifeRx product and its associated warranty was a bumper to bumper insurance policy, covering his own negligence and abuse of the vehicle. It is not. The agreement indicates that he purchased an AutoLifeRx product with a limited warranty. Mr. [redacted] did not attempt to purchase an extended warranty insurance policy – nor does AutoLifeRx offer an extended warranty insurance policy. According to his own statements, including his first complaint to the Revdex.com, Mr. [redacted] knew and acknowledged that AutoLifeRx was a product with a warranty – not an insurance policy.Given the foregoing, there is nothing the AutoLifeRx Limited Product Warranty program can do. There is/was no warranty coverage for any alleged damages.Sincerely,[redacted]

Please be advised, AutoLifeRx #[redacted] agreement has been cancelled and apparently Mr. [redacted]'s complaint to the Revdex.com was pre-meditated as his refund check was already in the mail. Additionally, much of [redacted]'s complaint holds no truth or validity and...

his concerns had to be escalated to the Legal Department for review prior to reseller refund.On 3/17/15 [redacted] Santa Ana contacted AutoLifeRx Claims Department, and stated the vehicle was towed in, oil looks milky, is about 1 quart low, has approximately 60 codes of vehicle malfunctions and engine seized up. The repair shop was informed to get service history from Mr. [redacted]. Service history had not been received, and on 4/3/15 AutoLifeRx Claims left a message for [redacted] requesting the required documentation. 4/6/15 AutoLifeRx Claims Department called [redacted] Santa Ana and requested they get Mr. [redacted]'s authorization for teardown to point of failure and call Claims back with findings. 4/21/15 Claims Department called repair facility asking about status of vehicle and [redacted] stated that [redacted] had not returned their phone calls or their loaner car. The AutoLifeRx Claims Department left numerous phone messages at the end of April, all through May, and did not hear from [redacted] or the repair shop until June 9,2015. 6/9/15 Mr. [redacted] told the Claims Department he was upset because his vehicle was not repaired during his month of unavailability. Also during this conversation, Mr. [redacted] was again told we were still waiting for his service history receipts. The service history of supposed oil changes that the Claims Department received were from [redacted] shop - [redacted] stated "the car had perfect service maintenance through BMW". They revealed that complete oil changes were not done, but only free oil refills. On each of the 3 free oil refills, the paperwork also showed that no other additional maintenance checkups were done. 6/10/15 AutoLifeRx Claims Department contacted the repair facility, asking for current mileage and again, consumer authorization for tear down. During this conversation, [redacted] at [redacted] stated that the oil pan appears to have been pushed up and said it looks different than when last seen in March. Also verified that the car would need tear down to see if the oil pan is restricting the oil pick up, and there was coolant in the oil. 6/16/15 A third party inspector noted the vehicle mileage was 828 miles more than the repair shop originally reported, engine oil pan is dented upward about 1/2" from what appears to have been a glancing blow, engine smells as if it got very hot, metal contamination in bottom of oil filter housing and between oil filter ribs as well. The cause of failure is from long term coolant pump failure and continued operation with coolant/oil intermix from severe overheat, resulting in complete engine failure. Pictures from the inspection also disclosed that there are no license plates on the BMW, and [redacted] report shows last title or registration was issued to an insurance company on 12/26/13.Other invalid statements in the complaint reveal that Mr. [redacted] thinks he paid $1,661.00 to the AutoLifeRx Administrative Office. In actuality, he paid a reseller in New York, of which this office had referred Mr. [redacted] back to numerous times.In review, the above mentioned AutoLifeRx agreement #[redacted] is cancelled, and therefore should resolve and close this Complaint ID #[redacted].

Dear Ms. Mosley;

 

In our previous response to this complaint it was stated that the magnitude of the oil leak would have very visible signs in the parking spot without Ms. [redacted] having to check the under carriage of the vehicle.  Please refer Ms. [redacted] to item number 5. EXCLUSIONS in the terms and conditions of the agreement.  Second paragraph begins in bold print: “This limited warranty will not apply to the following items:……”engine or transmission failures caused by the lack of fluids or improper maintenance are not covered…..oil changes and its resulting buildup, lack of proper fluids…..”  [redacted] also signed and returned the AutoLifeRx Program Registration Form in understanding and agreement to the Terms and Conditions of the AutoLifeRx Limited Product Warranty program.  The second item acknowledged on the Registration Form states that leaks are not covered.

 

As administrator of the AutoLifeRx program, this office must adhere to the legal program documentation, presented and signed by the consumer.  Therefore, due to the information supplied in the paragraph above, the claim for Ms. [redacted] remains denied.

 

 

 Sincerely,

 

AutoLifeRx Administrative Office

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

You state that the oil was splashed all the way to the back of the under carriage. This would indicate that the car was in motion. I have a long commute to work and have no assigned parking spot. I don't believe that one quart low is a sufficient amount to create what you state was found on the under carriage AND leave a puddle somewhere. As I stated, there were no warning signs that anything was wrong. If there were, I assure you that I would go directly to my mechanic. I have stopped there numerous times over the years if I sensed anything wrong before heading to work. I take very good care of my vehicle.

I also have been assured by many experienced mechanics that one quart low could not cause damage to the engine.In my initial contact with your company questioning the denial and asking what I can do to further discus the matter, I asked who to have an attorney contact. I was told that you would now cease all communication with me. The life of the warranty still has a long time left on it. If you have ceased all communication with me, I want my $1500 back and you can keep your warranty.

Regards,

To start,

Revdex.com complaints are first investigated prior to submitting a response.  Upon investigation of dates and times, and

customer’s statement of the problem, brought inexplicable question as to what

[redacted] was referring to.  [redacted] Revdex.com

complaint was entered and sent Friday...

night (May 20, 2016) at 10:26 pm.  The complaint was simply – “I paid for a

service and can no longer get ahold of the company, by phone or web.”   However, there are notes in the system –

also dated Friday (May 20, 2016) at 12:10 pm that [redacted] called into this

administrative office and talked to a

Claims Adjuster.  Thereby questioning

why he states he could not get ahold of the company?  

5/20/16 at

12:10 pm [redacted] discussed the problem he was having with the vehicle and the

claim procedure was explained to him. 

Claim procedure is: take the vehicle to a certified repair facility, and

have the shop contact the AutoLifeRx Claims Department to adjudicate a claim.

Thank you

for allowing this office to clarify these simple processes.

AutoLifeRx

Administrative Office

Upon review of Ms. [redacted]'s...

 claim, it was determined that both the repair facility and the independent inspector verified concern that the cause and extent of damage to the engine, had documented that the engine oil level had been low (1 quart) when the vehicle initially arrived at the repair facility. This condition was later found to be caused by a leaking rear main oil seal. The leak from the seal was to the extent that the oil had trailed from the engine to the rear of the vehicle, coating the rear axle, suspension and tires with oil. An oil leak of this magnitude would have left visible signs in any area that the vehicle had been parked and should have been noticed by anyone moving the vehicle from that parking spot. Additionally,

due to the severity of the oil leak, the exhaust pipe was also coated in oil and thus would have emitted the smell of burning oil, along with visual signs of something burning.

Although Ms. [redacted]'s complaint is correct that she provided proof of  regular maintenance performed on the vehicle, the claim for her engine was not denied due to lack of maintenance, but rather lack of proper lubrication due to low fluid levels caused by the leaking seal which could be seen by the condition of the failed part within the engine.  The AutoLifeRx warranty specifically excludes.from coverage any failure(s) due to lack oflubrication. Furthermore seals and gaskets are \not covered under the agreement. Therefore we will not be able to reverse the denial of this claim.

 

Sincerely,

AutoLifeRx Administrative Office

In response to Ms. [redacted] complaint, let us begin by stating that there is no record in the AutoLifeRx system of her agreement.  The selling dealer – [redacted], never submitted the agreement or remitted payment for it.  Hence the reason she did not receive the product additive.  The...

process can only begin if the selling dealer forwards a copy of the agreement along with payment.  Further explanation that reads directly on the face of the AutoLifeRx agreement reads – “IF YOU HAVE NOT RECEIVED THE AUTOLIFERX™ PRODUCT WITHIN NINETY (90) DAYS FROM SALE DATE, PLEASE CONTACT MANUFACTURER”.   [redacted] states that the very next day after vehicle and warranty purchase, the engine blew up.  Refer to item #5 EXCLUSIONS (on the face page of the agreement) reads: “Failure of a covered component, which occurs within the first ninety (90) days and 1,000 miles after Contract Purchase Date, as it appears on the above registration form will not be covered, this will be considered as pre-existing.”   In both instances listed above, we must refer Ms. [redacted] back to the selling dealer.  [redacted] would be responsible for repairing the vehicle and cancelling the AutoLifeRx agreement since they are in receipt of [redacted] payment. Additionally, this information will assist the Revdex.com in closing this complaint #[redacted]. Sincerely,AutoLifeRx Administration

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I went to [redacted]’s facility and let the owner read the last message from AutoLifeRx.

His comments: The inspector (AutoLifeRx) called on several times why he could not inspect my vehicle. One time he was travelling out of town. One time he was busy with family scheduling.

Mr. [redacted] said he had never closed his shop early during the period that he had my vehicle. He is the owner, but his son runs the office. I have seen no less than 3 mechanics at his shop!

The  inspector arrived at the shop only after  I talked to the AutoLifeRx representative again. During the inspection, he said that he was knowledgeable about Ford’s cam phaser problem.

Ford has a history on the cam phaser problem. If AutoLifeRx is knowledgeable about Ford’s cam phaser problem, they should insert a note on the warranty contract indicating that that 5.7 L engine would not be warranted. That way owners can decide if they want to purchase the contract or not.

Regards,

As stated in our first response, [redacted] does not have an AutoLifeRx agreement in our system.  This program administrator has never received payment or copy of the agreement.  Also in repeat, Ms. [redacted] must refer back to selling dealer - [redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I purchased an insurance policy through Auto Life Rx, based on the belief that my car would be covered for any type of road hazard. This policy was supposed to cover the car from bumper to bumper and anything underneath the car. According to [redacted] at [redacted], the oil pan had been damaged, which should have been covered under the Auto Life Rx policy I purchased. Also according to [redacted], the oil pan was pressed against the engine, which would indicate that other problems may occur. As diagnosed by the Auto Life Rx inspector, water was found in the oil, which in that case the water pump went out because the water pump went out. This would leave residue in the oil pan, indicating that a chain of events had occurred. When this event occurred, I was fully covered according to my insurance plan. In order to understand the core reason for my car's malfunction, I was told by [redacted] that they would have to take the engine apart. This would cost me $4000 because [redacted] wasn't sure if Auto Life Rx would reimburse them. A week later I was told that my insurance plan had been canceled. To further complicate matters, when I asked Auto Life Rx for a copy of my insurance policy they refused, stating that at this point in time, that I would have to talk to their legal office. When I did in fact follow through with the legal office, I was told repeatedly that they would get back to me. I never heard from them. I would greatly appreciate the Revdex.com getting a copy of my insurance policy from Auto Life Rx as I have not been able to. What I think should happen is for Auto Life Rx to be responsible for the damage that has been done. This situation now goes beyond just my vehicle, it has affected my personal life and caused much distress as I have lost business contracts, in addition to an enormous amount of stress. I think the Revdex.com and [redacted] would be doing a great service to consumers by investigating Auto Life Rx, as there are many complaints online regarding their unethical business practices.  I look forward to the Revdex.com using their acute investigative skills in understanding this complex and unnecessary matter and helping me and others find appropriate recourse.    Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

I have maintained my vehicle meticulously. You have the records that prove that. I did not have any warning that something was wrong with the engine. I did not see, hear or smell anything! I was simply going to work when the engine died and I waited 2 hours for a tow (MN winter has been brutal!) My warranty said nothing about requiring me to crawl under my car every morning to see if anything looked suspicious! I am not a mechanic, but have been insured by several (including the repair facility) that 1 quart low of oil will not cause an engine to fail. I paid $1500 for this warranty just in case anything happened and now you deny it. I do not accept your claim that I should have known something was wrong. You need to honor the agreement that was made.