AutoSource of America

Complaint: ***
I am rejecting this response because:
There are in fact several service bulletins on nengine waste gate defect, again auto source is still harping on a waste gate issue when in fact the turbos are blownAuto source is more than welcome to pay for labor to remove the turbos and inspect them for themselvesThis is again typical auto source tactics to avoid paying for said covered item
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This ia a second wordy attempt for AutoSource to explain away paiyning for a covered claim.
Listing the repair history still has nothing to do with, and is no reason for denying the latest claimAutoSource is asking for Maintenance Records that they already have on fileThey provided the proof when listing all the claims they claim to have paid for in their rebuttalAutoSource claims to have paid for all of these repairs, when in fact they paid less than a third for each repairAs I stated earlier, AutoSource will only pay the lowest dollar amount for for used, refurbished, or salvaged parts they can find on the world wide webtruly they search for the lowest price they can find from any source, no matter the quality of the itemAutoSource will not pay present day labor rates eitherTo further support my statement, research the repair cost for any or all of the repairs AutoSource listed as being paid for by themYou will find that AutoSource only paid fractions on the dollarAutoSource also states that they DO NOT have a stated timeframe to provide records (records they already have), but the fact remains that they still denied my claim in two and a half days despite my verbal and written request for an extensionAutoSource wnats us to believe thier hour request time is to meet repair facilities holding timeThe repair facility doing the work on my vehicle was willing to give me the time to satisfy AutoSource's request without charging storage fees.
LIERa very nasty word, but when it fits, it has to be usedAutoSource claims to have sent me email requests to my email address (which they have correct), but I recieved no emailed request for recordsWhat I did recieve from AutoSource is a slew of emails Autosource in over the past years for prior situations, and one denial email for the repair in questionWhy is this ?
If you dont believe my testimony to AutoSource's poor and deceitful businesses practices, please search the web for testimony of past and present clientsThere are many out thereEveryone cant be lying
Again, the repair was a coverable repair according to the Adjuster sent by AutoSourceas well as AutoSource's contractAutoSource needs to honor the repair
Regards,
*** ***

Dear Ms***,
0pt;">This letter is in response to your letter dated July 2, regarding the above matterOn June 5, *** *** initiated a claim on behalf of Mr***Upon completion of the diagnostic work, *** ***, in their written estimate stated that the CVT transmission needed to be replacedVerbally the service repair facility also stated they needed to replace a coil packThe CVT transmission is specifically excluded from coverage as stated in the “Coverage Exclusions” section of Mr***’s contractIt states: This Service Contract does not provide coverage for: Any vehicle with a cylinder....and CVT transmissions.”
Separately, as the AutoSource contract is a named covered component contract, a coil pack is not a named covered component and therefore would not be coveredAs such, his claim was declinedA letter was sent to the consumer on June 9, to his email address which he providedThe repairs would be the responsibility of Mr***
Next on June 10, a second claim was called in by the same repair facility, *** *** stating that the replacement of the coil pack did not solve the vehicle’s running rough issue and more diagnosis would be needed*** *** also informed AutoSource that the transmission had not been repaired/replacedAutoSource then had the vehicle inspected by an independent inspection company to verify the transmission problem and engine problemThe inspector verified that the CVT transmission was slipping and the engine was running roughA letter was sent to Mr*** via email on June 16, closing his engine claim explaining as discussed, that the CVT transmission, which is not covered and was declined previously, had to be repaired/replaced before addressing the engine as stated in the AutoSource contractSpecifically in the “Your Responsibilities” section point #4, “it is your responsibility to have noncovered repairs done.....Failure to take such action will result in a denial of coverage.”
Subsequently, on June 18, a third claim was initiated by a different service repair facility, *** ***In opening the claim they stated that the customer complained of the transmission slipping and the vehicle was running roughOn June 19, 2014, we spoke with Mr*** and discussed again his responsibility regarding the CVT transmission repair/replacement and engine issueIt was explained to him that he must have the transmission work completed as explained in the previous letterWe explained that the service repair facilities and independent inspector all found that the CVT transmission was slippingAutoSource then spoke with Mr*** on June 24, to find out what his intentions were in regard to his needed repairMr*** informed us that he could not speak with us as this had been passed on to his attorney and he is not allowed to speak on it any further*** *** then notified AutoSource that Mr*** had removed his vehicle without allowing diagnosis to continueA letter was sent via email closing his claim on June 24, There was no further contact with Mr***
Sold Exclusively Through Preferred Dealerships
I have included for your records a full copy of Mr***’s contract, highlighted, copies of the AutoSource letters that were sent via email regarding the claims, and the estimate from *** *** for the CVT transmission
We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter
Very truly yours,
*** *** Director of Operations
Sold Exclusively Through Preferred Dealerships

This letter is in response to your letter received on July 3, regarding the above matterAs previously stated in our first response dated June 10, Mr***’s AutoSource contract clearly states in several places that no repairs, including diagnostic work are to be undertaken without prior authorizationIn speaking with Mr*** on April 25, 20M and *** Transmission on April 28, neither party made any mention of the drive shaft
The repair facility, *** Transmission, in speaking with AutoSource stated that Mr***’s vehicle was in need of a rear differentialAutoSource had requested, as with every claim, a preliminary estimate if available*** Transmission, as with all service repair facilities opening a claim are instructed to do so without taking anything apart*** Transmission then stated that they had removed the rear differential cover which allowed the fluid to drain out of the differentialThis was a direct violation of the terms of Mr***’s AutoSource contract
As stated in our previous correspondence, Mr*** was referred to the “Pur***r Acknowledgement” section wherein it specifically states “The Administrator reserves the right to Inspect Your Vehicle in its original conditionTherefore, any and all work done without prior authorization from the Administrator will result in a denial of coverage and will not be reimbursed or paid by the AdministratorThis includes any diagnostic work, such as, but not limited to: parts disassembly, or the dropping of the transmission pan or the engine oil pan.”
We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter

Complaint: ***
I am rejecting this response because:
As advised by my Lawyer, we do not accept Autosource’s response As stated in my previous response, Autosource uses deplorable tactics to justify denying claims
Autosource is once again requesting I send them repair records for service renderedAutosource has every repair receipt on file already Receipts were submitted and received by Autosource at the time of repair Autosource gives proof to this by listing each repair in one of their Revdex.com responses to my complaint
Autosource continuously request that I send them records of Oil Servicing for a repair that has no bearing on the breakdown in questionBoth the service facility and Autosource’s adjuster documented this in their reports Furthermore, I agreed to send Autosource proof of regular oil serving and informed them (Linda) I needed more than the three days on a major holiday week to retrieve records due to Holiday closures I also explained that I worked miles away from the service facility and couldn’t readily get to them during the week As stated in my prior statement, I verbally requested an extension on two different phone calls with Linda, on two different daysI attempted a third call to request an extensionThe third call yielded a young lady who did not connect me with Linda, but in turn, put me on hold, went to speak with Linda, then returned with a claim DENIAL a half day shy of the originally imposed three day remittance window I then requested the extension in writing Autosource responded with a written “Claim DENIAL” because I did not remit oil service records in time Autosource stated in their Revdex.com response, that they DO NOT stipulate a remittance time period in their contractWhy was one imposed on me??? The repair facility was willing to wait the time I asked to satisfy Autosource’s request, although Autosource alluded to the rush was for the repair facilities benefit…
To sum this up, Autosource has all the repair records for my vehicle Autosource is also aware that the breakdown was not caused by my regular oil servicing, or the lack of oil servicing as they try to imply was the cause Autosource should just admit they are wrong and pay the claim…LOL, they know they are going to find a way to only pay pennies on the dollar of the total repair amount anyway
Autosource needs to work at being the industry leading extended warranty company they claim to beInstead they are just steadily racking up more and more customer complaints using boiler room tacticsI suspect Autosource will soon fold the name and resurface as a new companyIf so, I hope they resurface as a reputable company
Regards,
*** ***

Complaint: ***I am rejecting this response because:Good day.AutoSource is correctI have reached out for legal adviseI presented my plan for an amicable resolve concerning this matterMy attorney agreed my methods were the correct actions to take before escalating the matterMost times the two parties will come to some sort of agreement before going to courtIf, or when AutoSource and myself can not come to terms on a resolve, then it may be necessary to retain legal services.Step - Request extension to remit requested oil service records - Request and Claim denied.Step - Appeal denial with Autosource by requesting the necessary time to remit the requested oil records- Appeal deniedStep - Seek arbitration (Revdex.com)- No Resolve to dateTo date, I have not retained the lawyer with hopes of an amicable resolveAs stated previously, I agreed to remit the oil serve records as requested, although oil service or the lack of had nothing to do with the repair in questionFurthermore, I wasn't afforded the time to retrieve and submit them.
Respectfully,*** *** *** *** Complaint: ***I am rejecting this response because:Regards,*** ***

Tell us why hereMs*** *** May 31,
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 May 27, Please note that AutoSource employs ASE certified personnel to adjudicate all claims and the independent inspection companies we contract also are are either ASE certified or Manufacturer specific certified inspectors having at least years of industry experience
Additionally, there are several facts that pertain to Mr***’s complaint which he fails to recognize
Specifically:
1. The AutoSource contract is a named covered component contract, i.eonly those components named are covered
2. Wastegates are not named covered components in the AutoSource contract
3. 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:
how is a consumer to know when the surcharge is to be paid? there is no literature that states a surcharge should be collected or when , I paid for the service if there was to be a surcharge it is auto sources responsibility to collect that surcharge and make the customer aware, I am more than willing to cover the surcharge, but of course Auto Source will decline any claim made by their consumers, I will also state this company is nothing more than a scam , and for any consumer reading this on the Revdex.com page DO NOT GIVE THIS COMPANY YOUR MONEY, your better off throwing it in the trash as it will have the same affect as wasting in on a scam such as this one, I will also be sure to warn everyone on social media so they can keep their hard earned money
Regards,
*** ***

Complaint: ***I am rejecting this response because:Auto Source still has not provided proof of refund. They have provided a copy of the front of a check made out to *** *** ***. However, *** *** *** claims to never have received such check. Auto Source is no longer doing
business with *** *** ***, so it is unclear why they would send a check to *** *** in the first place. I paid Auto Source and Auto Source should issue refund to me directly. *** *** did not send the requested Cancellation Form and had nothing to do with the cancellation process. Auto Source sent the form to me and I had to submit the cancellation myself, contrary to the contract which states "...Dealer must fax a cancellation request to the Administrator...". Auto Source is no longer doing business with *** ***, yet Auto Source expects me to do business with *** ***.I purchased this extended warranty and followed the instructions provided by the seller, who was a selling agent of Auto Source. I am now being penalized because *** *** gave me information.I still request a refund be sent to me directly and the amount of the refund be adjusted to a more reasonable amount.Regards,*** ***

Complaint: ***
I am rejecting this response because:
I paid for the gold coverage , there was no mention of a surcharge by the dealer or auto source, it now conveniently applys only to deny coverage
Regards,
*** ***

This letter is in response to your letter dated June 2, regarding the above matter
Mr*** called AutoSouroe on April 25, stating that his vehicle has been problematicIt has been loudly vibrating for the past two weeks and has been getting worseThe “Claims Procedures” were explained to Mr*** in detail which included having the service repair facility call and open a claim before any diagnostic or repair work is performed
On April 28, *** Transmission opened a claim on Mr***’s behalf* Transmission stated to AutoSource that they had removed the rear differential cover, draining all the differential fluid (gear oil)This is a direct violation of the terms of his contractMr***’s AutoSource contract clearly states in several places that no repairs, including diagnostic work are to be undertaken without prior authorizationOn April 29, an AutoSource representative called and spoke with Mr*** informing him that his claim had been declined because work was done without prior authorizationMr*** was referred to the “Pur***r Acknowledgement” section wherein it specifically states “The Administrator reserves the right to Inspect Your Vehicle in its original conditionTherefore, any and all work done without prior authorization from the Administrator will result in a denial of coverage and will not be reimbursed or paid by the AdministratorThis includes any diagnostic work, such as, but not limited to: parts disassemhly, or the dropping of the transmission pan or the engine oil pan.”
I have included for your records a full copy of Mr***’s contract, highlighted, and a copy of the AutoSource letter declining the claim
We trust that this letter will satisfactorily answer this compiaint and allow you to close your file on this matte

Tell us why here
Ms*** *** February 26,
Revdex.com of New Jersey
Whitehorse-Hamilton Square Road
Building A, Suite
Hamilton, NJ
RE: Complaint ID #***
Consumer: *** ***
Dear Ms***,
This email is in response to the consumer’s correspondence dated February 26, 2016. There is nothing further to add to our previous response to this matter. We firmly believe as Mr*** is being advised by his attorney all further correspondence should be directed to our attorney:
*** ***
*** *** ***
*** *** ***
*** ***
*** *** ** ***
*** ***
Very truly yours,
Denise C
Customer Service Manager

Ms*** *** February 15, Revdex.com of New Jersey
Whitehorse-Hamilton Square Road
Building A, Suite Hamilton, NJ
RE: Complaint ID #***
Consumer: *** ***
Dear Ms***,
This email is in response to the consumer’s correspondence dated February 12, 2016. Mr*** should provide AutoSource with all of his maintenance records and previous repair records from the time his vehicle was purchased and AutoSource will reopen the claim which is the subject of his correspondence
Very truly yours,
Martin EC
President

Complaint: ***I am rejecting this response because:Auto Source still has not provided proof of refund. They have provided a copy of the front of a check made out to *** *** ***. However, *** *** *** claims to never have received such check. Auto Source
is no longer doing business with *** *** ***, so it is unclear why they would send a check to *** *** in the first place. I paid Auto Source and Auto Source should issue refund to me directly. *** *** did not send the requested Cancellation Form and had nothing to do with the cancellation process. Auto Source sent the form to me and I had to submit the cancellation myself, contrary to the contract which states "...Dealer must fax a cancellation request to the Administrator...". Auto Source is no longer doing business with *** ***, yet Auto Source expects me to do business with *** ***.I purchased this extended warranty and followed the instructions provided by the seller, who was a selling agent of Auto Source. I am now being penalized because *** *** gave me information.I still request a refund be sent to me directly and the amount of the refund be adjusted to a more reasonable amount.Regards,*** ***

Dear Ms***,In response to the most recent update on Complaint *** - This is the first time that Ms*** 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 *** *** contract was a check from Ms*** and not *** *** Auto Sales. I went through our records and found a copy of Ms*** 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***, which represents the total cost of the contract minus a $administration fee. The address we have for Ms*** is * *** ***, *** ** ***. If you could please verify that this is the current address for Ms*** 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,*** ***,Manager/Dealer Services

Complaint: ***I am rejecting this response because:Auto Source told me directly they no longer do business with *** *** *** because "they have been nothing but trouble." Now, Auto Souce is changing it's story and claiming that *** *** *** is still "an active dealer". It has become clear that Auto Source has no intention of resolving this matter and has basically taken my check and washed their hands of the problem. This matter has not been resolved because Auto Source is claiming they sent the refund to *** ***, and *** *** is claiming never to have received such refund. Rather than Auto Source working with this customer to fairly resolve the matter, they are clearly walking away and leaving me to deal with a car dealer who sells Auto Source's own service and has been "nothing but trouble" for Auto Source. Evidently Auto Source is pushing their troublesome dealer problems on to their customer. I am not at all satisfied with Auto Source's response.Regards,*** ***

id="docs-internal-guid-cfeac9cb-16cd-522f-bf6b-0be25764017e">
This letter is in response to the consumer’s complaint dated June 25, 20lregarding the above matterPlease find attached our letter dated May 28, This letter is self-explanatoryl have also included a complete copy of the consumer’s contract highlighted for your records
The original claim was opened by *** *** *** on May 15, and followed up with a subsequent claim on May 25, The vehicle in question was sold to the consumer on April 18, and the claims were opened within thirty one and thirty five days of purchaseAccording to the consumer’s contract, he had only driven the vehicle miles since purchasing from the selling dealer
AutoSource has made every attempt to accommodate the consumer within the guidelines of the contract however, the cause of failure is indeed excluded from coverage and therefore his claim has been declined
We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this

Complaint:
I am rejecting this response because: They have responded back with the wrong persons nameI am not *** *** I am clearly *** *** They have violated another person privacy by sending documents to me of someone else.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Auto source is still denying the fact the turbos are blown, and harping on wastegates which have nothing to do with the issueAgain I Reiterate Auto Source is more than welcome to pay for turbo removal for their inspection, I have now gone to two different ASE mechanics that told me the same thing , turbos are blown( A COVERED COMPONENT)The fact remains this company will say and do anything to deny covered components, consumers should beware
Regards,
*** ***

"margin: 0pt; text-align: justify;">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