AutoSource of America

Complaint: [redacted] I am rejecting this response because: I have owned several cars, and having owned several extended warrantiesI have also spoken to two different service centers who we could say are experts in handling claims for their customers to extended warranty companiesThey have told me they do not understand why this warranty has basically not covered anythingThe warranty can cite their contract all they want, however when .a customer purchases a very expensive extended warranty, and a customer has had to spend out—of—pocket several thousand dollars while they have only covered a few hundred should tell anyone involved in this complaint that something is offThe extended warranty company was extremely deceptive in their product description and consumers like myself should not be put in a financial hardship because we are not auto mechanics and know every single detailed auto engine partThe way in which they present their "Platinum Coverage" and list basically every single part of a car known to the common customer like myself, is extremely deceptive if they are then further dissecting every piece and saying things, as they have, such as "Well it covers the window switches but not the XYZ which is connected to the window switch." They have managed to talk their way out of every repair by citing parts that seem to not be covered under their contractI cannot emphasize how deceptive this has been It is important to note that my car did not have one repair that was several thousands of dollars, it was many many different repairs, none of which were approved by them Therefore it is a little bit odd how there were numerous repairs not covered by them, all with them using their same methodology of dissecting parts and saying things weren't coveredFurthermore they even had the nerve to demand that I submit invoices for all the repairs that I had done (all of which they had denied) in order for my warranty to stay valid/current It is not just me as an angry customer because I have spent a lot of moneyI am a person who owns a business, can read a contract, has had numerous other cars and extended warranties, and I was smart enough to talk to my auto repair shop and others and ask if what I was going through was or not before I came to the very wellfounded conclusion that I was indeed dealing with a very deceptive auto warranty company I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:WHO IS MS.***?! I am Mr [redacted] ! They have responded to a completely different complaint!! They have sent the following message:"Dear Ms***,In response to the most recent update on Complaint [redacted] - This is the first time that Ms [redacted] raised the question of paying AutoSource directly with a check from her account Normally, Autosource only accepts checks from Dealers not retail consumers The bookkeeper at the time had just started in that position so it was never brought to our attention that the check for the [redacted] contract was a check from Ms [redacted] and not [redacted] Auto Sales I went through our records and found a copy of Ms [redacted] check Afterwich I spoke with management and since the check was received directly from the consumer the refund will be made directly to the consumer A check in the amount of $will be made out to Ms [redacted] , which represents the total cost of the contract minus a $administration fee The address we have for Ms [redacted] is [redacted] ***, [redacted] ** [redacted] If you could please verify that this is the current address for Ms [redacted] it would be greatly appreciated.We apologize for the confusion but AutoSource was following the terms of our contract in refunding the dealer for the cancellation which is our practice."Very truly yours, [redacted] ***,Manager/Dealer Services"This is the type of service that I am referring to! AutoSource's service is a complete JOKEI am demanding that they rectify the situation by opening my claim and covering the cost of repairs to my vehicle OR they can refund the cost of the entire policy so that I can obtain functioning coverage elsewhere Regards, [redacted]

my truck broke down I have the gold plan auto source went on a web site to find the cheepest used part they could find it was half way accross the country then wanted me to pay the shipping for it..yeah that didnt happen it too weeks for my truck to get fixed and the repar was hr to complete way too much drama I dont recommend this warrenty I wish I never took it outthey are very polite people but im not very happy with the warrenty I would definately think twice before you get it they penny pinched every corner they could..bottom line truck did get fixed im glad of that but what an ordeal

Tell us why hereDear Ms***, This letter is in response to the consumer’s complaint received on August 12, regarding the above matter AutoSource does not provide a “Bumper to Bumper” warrantyThe AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not coveredEach category ends with the statement “Coverage limited to above named components.” In the Purchaser Acknowledgement section of Mr [redacted] ’s AutoSource contract it clearly states, “This ESC document contains the entire agreement between the Purchaser and the Provider and supersedes any oral or written statements made to me with regard to the type and amount of coverage to which I am entitled”It goes on to state “I acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Pages and of this ESC.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by Mr [redacted] We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Complaint: [redacted] I am rejecting this response because: I am waiting for a valid response from them as their previous one was sent in error Regards, [redacted]

This letter is in response to the consumer’s complaint dated April 6, regarding the above matterThe AutoSource contract contains a clause which states “I acknowledge that I have read this ESP in its entirety and understand and accept all Terms and Conditions as stated herein, including the material Terms and Conditions contained in the “Your Responsibilities” and “Claims Procedures” sections appearing on the reverse side of this ESP.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by Ms*** The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered Ms [redacted] purchased a platinum contract with AutoSource I call your attention to the reverse side of the contract where the Platinum Component Coverage is outlined Each paragraph ends with the statement “Coverage limited to above named components.” Ms [redacted] has had three claims with AutoSource dated April 2, for a transmission conductor plate, July 2, for a blower motor and resistor, and October 23, for a roof shade frame, centrifuge cover, and to reseal the transfer caseIn each instance, the mentioned components are not named covered components in Ms***’s AutoSource contract and accordingly the repairs would not be covered and the claims were declinedA declination letter for each claim was sent to Ms [redacted] at the email which she provided I have included for your records a complete copy of the consumer’s contract and a copy of each declination letter for the three claims We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

This letter is in response to your letter dated October 25, 2016, regarding the above matterOn September 16, 2016, [redacted] opened a claim on behalf of [redacted] ***In doing so, the consumer’s service repair facility stated that [redacted] ***’ vehicle was in need of an engine replacement A written estimate was received from [redacted] in which they stated that they were “Authorized to remove valve cover on driver side to check for broken valve spring or broken valve.” The AutoSource contract states in several places that NO work (including diagnostic work) is to be undertaken without the Administrator’s prior authorizationThe “Purchaser Acknowledgement” section of your AutoSource contract specifically states: “ any and all work done without prior authorization from the Provider will result in a denial of coverage and will not be reimbursed or paid by the Provider This includes any diagnostic work such as, but not limited to: parts disassembly...” [redacted] in signing the AutoSource contract agrees that she has read this contract and agrees with all the terms and conditions set forth As is customary, AutoSource utilized the services of an independent inspection company to inspect [redacted] ***’ vehicle in its original condition and to verify the diagnosis of [redacted] The inspector reported that the vehicle was not in its original state and that the driver’s side valve cover and all the spark plugs were removed Please find attached a complete copy of the consumer’s contract with AutoSource, a copy of the estimate from [redacted] and a copy of the declination letter sent to [redacted] *** We regret the consumer’s frustration in this regard, however, the above referenced comments and attachments reflect our definitive response to this complaint Very truly yours, Denise C [redacted] Customer Service Manager

Complaint: [redacted] I am rejecting this response because: The fact remains that auto source is still playing with words to avoid paying for the service I paid forI spoke with [redacted] the manager, and again and again explained to go the TURBO CHARGERS are blown as did the service center I visited with the vehicle [redacted] at *** [redacted] also offered to be on three way call with auto source as the manager insists on lying regarding what the service center at [redacted] statedWhen speaking with [redacted] they state the turbo chargers are faulty and need replacementWhen speaking with the manager he states [redacted] is not saying that and reverts back to the waste gates which are not an issue at this pointThis is just another con by auto source to avoid coverage as they do with other customers, I continue to believe this is a scam, and would encourage the Revdex.com to investigate as the number of complaints for this company as well as customer rating and satisfaction are horrendous Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The BMW representative stated he spoke to the AutoSource representative as well as sent them the requested documentation various timesAutoSource is being selective as far as what services they provide which in fact is NOTHINGWhy provide a Platinum package if they cover NOTHING??? [redacted] from AutoSource informed me that all she was waiting on was the cost of the repairsAt no point in time did she ask or mention anything about the parts, labor, etcShe did mention that if the car was not in the shop while the claim was being made, then it would not be coveredI believe that AutoSource was stalling in order to avoid providing coverageAutoSource is by far the WORST business I have ever dealt with Regards, [redacted]

This letter is to acknowledge the above referenced complaint received "Times New Roman", serif;">on June 9, regarding the above matter The AutoSource contract contains a clause which states “I acknowledge that I have read this ESP in its entirety and understand and accept all Terms and Conditions as stated herein, including the material Terms and Conditions contained in the “Your Responsibilities” and “Claims Procedures” sections appearing on the reverse side of this ESP.” This statement is directly above the Customer Signature line on the front page of the contract and was signed by Mr [redacted] On June 6, [redacted] Car Care opened a claim on Mr [redacted] ’ behalf The components needed were air conditioner compressor, receiver drier and expansion valve As part of the claims process and in accordance with the terms of the consumer’s AutoSource contract, AutoSource requested copies of the invoice showing that the repair of the coolant housing, which was the subject of a previously declined claim was completed and all maintenance records for the last 13,miles(since the purchase of his vehicle) Mr [redacted] provided the invoice showing that the coolant housing was replaced; however, Mr [redacted] stated in writing that he does the maintenance on his vehicle This is a direct violation of the terms of the consumer’s AutoSource contractSpecifically stated in the “Your Responsibilities” section, point # : “ All maintenance on Your Vehicle must be done at a licensed Repair Facility and you must keep proper records of such maintenance i.erepair orders showing: Repair Facility name and address, warranty date, mileage and repair/maintenance performed Failure to have the required maintenance performed or failure to provide required documentation, when requested by the Administrator, will result in a denial of coverage.” I have included for your records a full copy of Mr [redacted] ’ contract, and a copy of the declination letter that was sent to the consumer via emailWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Customer Service Manager

Tell us why here Dear Ms [redacted] , size="3"> This letter is in response to the consumer’s complaint dated August 9, regarding the above matter On July 14, 2016, the consumer called AutoSource indicating that he wished to cancel his contract This call was handled by our Dealer Services Group and in this instance; Mr [redacted] was advised of our cancellation policy which is stated in the General Provisions section, Point #of the consumer’s AutoSource contract The contract states that a cancellation can only occur within the first thirty days of purchase or in the event of repossession or a total loss for insurance purposes The statement: “Provider shall add a ten percent penalty per month to any refund that is not made within thirty days of submission of a valid timely cancellation request” refers to a ten percent penalty imposed on AutoSource if the cancellation is not refunded within thirty days of a valid cancellation submissionThe AutoSource contract is in compliance with all New York State regulatory requirements Subsequently, on July 18, 2016, [redacted] opened a claim on behalf of Mr [redacted] In doing so, [redacted] stated that the thermostat needed to be replaced at a cost of $1, The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered The thermostat is not a named covered component and as such Mr [redacted] ’s claim was denied and a declination letter was sent to the email provided I have included for your records a complete copy of the consumer’s contract, a copy of the invoice from [redacted] ***, and a copy of the declination letter for his claim We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Tell us why hereDear Ms***, This letter is to acknowledge receipt of the consumer’s rejection for the above referenced complaint received on May 26, In our previous correspondence dated May 23, 2016, all facts were stated Mr [redacted] in his original complaint dated May 20, 2016, acknowledges the fact that the wastegates are not named cover componentsAutoSource processes all claims based upon the Terms and Conditions contained in the AutoSource contract We regret the consumer’s frustration in this regard; however, the fact remains that the wastegates are not covered by his AutoSource contract Very truly yours, Denise C Customer Service Manager

Dear Ms. ***,In response to the most recent update on Complaint [redacted] - This is the first time that Ms. [redacted] raised the question of paying AutoSource directly with a check from her account. Normally, Autosource only accepts checks from Dealers not retail consumers. The bookkeeper... at the time had just started in that position so it was never brought to our attention that the check for the [redacted] contract was a check from Ms. [redacted] and not [redacted] Auto Sales. I went through our records and found a copy of Ms. [redacted] check. Afterwich I spoke with management and since the check was received directly from the consumer the refund will be made directly to the consumer. A check in the amount of $400.00 will be made out to Ms. [redacted] , which represents the total cost of the contract minus a $50.00 administration fee. The address we have for Ms. [redacted] is [redacted] ***, [redacted] ** [redacted] . If you could please verify that this is the current address for Ms. [redacted] it would be greatly appreciated.We apologize for the confusion but AutoSource was following the terms of our contract in refunding the dealer for the cancellation which is our normal practice.Very truly yours, [redacted] ***,Manager/Dealer Services

I am rejecting this response because: Consumer Most Recent Message Date Sent: 6/21/6:52:PM[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the information that was given to you by the Warrenty company didn't include everything They didn't tell you that they talked to [redacted] transmission and requested an itemized list of the problem with the transmission In order for him to do that, he had to do waht he did I believe you need to contact [redacted] transmission and get his statement He did do what he was told to do In order for him to send them an itemized list, he had to remove the inspection plate He didn't remove any oil, the oil ran out on the road when the drive shaft dropped out and we had to have it towed to by [redacted] Towing to [redacted] transmission I did everything that was ask of me from the warrenty company and Ed' transmission did what was ask of him I believe that because we didn't have the truck long, only three weeks, they don't want to cover it I had to get it fixed to go to work and I want reimburse for all my inconvience I appreciate your assistance into this matter ?

Please see attachment for settlementWe hope this will satisfy the complaint and allow you to close your file on this complaint[redacted] ***

size="3"> February 11, Revdex.com of New Jersey Whitehorse-Hamilton Square Road Building A, Suite Hamilton, NJ RE: Complaint ID # [redacted] Consumer: [redacted] Dear Ms [redacted] , This letter is in response to the above referenced complaintPlease note that I was not personally aware of the two previous complaint notices dated January 17, and January 27, I was, however, aware of the consumer’s review posted on the Revdex.com website and according to our records we responded to this review on January 21, Our records indicate that Mr [redacted] ’s claim was opened on December 29, Aside from AutoSource’s response to Mr [redacted] ’s review, I would like to add the following additional information: All AutoSource contracts state that the consumer must provide maintenance records and previous repair records for any previously declined claims when requestedWhile the AutoSource contract is silent as to the timeframe for providing such records, AutoSource asks that such records be provided within hours When consumers reasonably ask for extensions of time, such extensions are regularly granted The principal reason for establishing this timeframe is that most service repair facilities will not allow cars to remain at their facility for more than hours without undertaking repair work or, at the very least, obtaining AutoSource’s approval to undertake such workThe accrued mileage from the date of purchasing the AutoSource contract was 34,miles All warranty companies, including warranties from the vehicle’s manufacturer, require that the involved vehicle be maintained and that such records be produced when requestedWhile AutoSource has on file a valid email address for Mr [redacted] ( [redacted] ), he refused to correspond with AutoSource in writing regarding his maintenance records For your records, Mr [redacted] purchased his vehicle from [redacted] on August 13, On September 23, 2013, AutoSource paid for the replacement of this vehicle’s cylinder heads at a total cost of $3, On February 26, 2014, AutoSource paid for the replacement of this vehicle’s alternator at a total cost of $ On April 24, 2014, AutoSource paid for the replacement of this vehicle’s radiator cooling fan at a total cost of $On April 16, 2015, AutoSource paid for the replacement of this vehicle’s rack & pinion unit for a total cost of $1, On December 29, 2015, Mr [redacted] ’s most recent claim was declined because of his failure to provide maintenance records when requested We trust that the foregoing satisfactorily responds to your complaint notices dated January 17, 2016, January 27, and more recently February 11, Very truly yours, Martin EC President

Dear Mr [redacted] , You received that response in errorPlease accept our apologyA response to your complaint will be forthcomingAgain, I apologize [redacted]

Tell us why hereMs*** *** June 3,
Revdex.com of New Jersey
Whitehorse-Hamilton Square Road
Building A, Suite
Hamilton, NJ
RE: Complaint ID #***
Consumer: *** ***
Dear Ms***,
This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 2, I would like to reiterate the following facts: the AutoSource contract is a named covered component contract, i.eonly those components named are covered. The fact still remains the wastegates are not named covered components in the AutoSource contract and there are several Technical Service Bulletins (TSB) issued by BMW addressing this specific problem
We regret the consumer’s frustration in this regard; however, the fact remains that the wastegates are not covered by his AutoSource contract
Very truly yours,
Denise C
Customer Service Manager

Complaint: ***I am rejecting this response because:Auto Source did not address the fact that they originally said they no longer do business with *** *** *** and then changed their story and claimed that *** *** *** is still on their "active dealer list". Auto Source has provided contradictory information. This leaves me to question their honesty and integrity as a provider of Extended Warranty contracts.
As previously stated, I believe Auto Source is leaving me, the customer, the burden of dealing with a "difficult" car dealer, who sells Auto Source's product. I believe this clearly shows Auto Source's lack of concern for its customers
Lastly, my payment was made directly to Auto Source, not *** *** ***. The statement by Auto Source is blatantly and I can prove that with my cancelled check. My check was made our directly to Auto Source. *** *** gained nothing monitarily from this transaction, other than a refund that should have come to me.Regards,*** ***