AutoSource of America

Complaint: [redacted]
I am rejecting this response because:since the claim has been denied I have discovered that my abs sensor has also gone bad which also not covered.  The contract was sold as bumper to bumper and sold as a gold level coverage. So far I have incurred more cost within less than 6 months of owning this car is than which I believe this warranty is worth. I purchased my vehicle on April 9th and thus far I cannot cancel my warranty although no claims have been paid out of pocket from the provider. I'm sure if the provider was in my situation they would not view my circumstances as fair. 
 
 
Regards,
[redacted]

.

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]

Tell us why here...
Dear Ms. [redacted],
 
This letter is in response to the consumer’s complaint received on August 12, 2016 regarding the above matter.  AutoSource does not provide a “Bumper to Bumper” warranty. 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. Each 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 2 and all the Terms and Conditions appearing on Pages 3 and 4 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

This letter is in response to your letter dated...

February 6, 2014 regarding the above matter. On January 29, 2014 [redacted] initiated a claim on behalf of Mr. [redacted]. The consumer’s reason for taking his vehicle to the repair facility was that his SRS and CEL indicators were on. Once the vehicle was diagnosed, [redacted], in their written estimate stated that Mr. [redacted]’s vehicle was in need of the driver’s side airbag harness and two rear oxygen sensors.
The AutoSource contract is a named covered component contract. These particular components are not named covered components in Mr. [redacted]’s AutoSource contract and therefore would not be covered. This is the reason his claim was declined. The repairs would be the responsibility of Mr. [redacted]. A letter was sent to the consumer on February 5, 2014 to his email which he provided.
I have included for your records a full copy of Mr. [redacted]’s contract, highlighted, and a copy of the AutoSource letter that was sent via email declining the claim.
We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.
Very truly yours

Dear Ms. [redacted],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].  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: 6/21/2014 6:52:01 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.  
?

This letter is in response to your letter received on July 7, 2014 regarding the above...

matter. On June 30, 2014 Globe Motor Cars initiated a claim on behalf of Mr. [redacted]. The consumer had complained to his service repair facility that the rear of his vehicle was sagging, the steering was tight, the engine was running rough, and the transmission seemed to hesitate when shifting. Upon completing the diagnosis on Mr. [redacted]’s vehicle, in their written estimate stated that the consumer’s vehicle was in need of repair/replacement of its rear air springs, intake manifold, valve body, power steering reservoir and power steering pump- which was leaking fluid. In regard to the door lock issue that Mr. [redacted] refers to in his complaint this was not discussed with the adjuster and it was not in their written estimate that was received by AutoSource.
The AutoSource contract is a named covered component contract. The rear air springs and intake manifold and power steering reservoir are not named covered components in Mr. [redacted]’s AutoSource contract and therefore would not be covered. The valve body is specifically excluded in the Automatic Transmission section of the AutoSource contract wherein it states: “(Exclusions are linkage, cables, shifter, valve body, electronic switches, and solenoids).”
Separately, the power steering pump failed due to a loss of fluid. The Steering section of Mr. [redacted]’s contract states: “Exclusions are any component failure due to a loss of fluid.”
A customer service representative called and spoke with the Mr. [redacted] on July 1, 2014 and explained in detail the components needed and why his claim was being declined. Mr. [redacted] did not tell the representative that there was also a door lock issue during their discussion. The repairs would be Mr. [redacted]’s responsibility. A letter was sent to the consumer onJuly 2, 2014 to his email in which he provided with the same explanation.
I have included for your records a full copy of Mr. [redacted]’s contract, highlighted, a copy of the estimate provided by Globe Motor Cars, and a copy of the AutoSource letter that was sent via email declining the claim.
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]

Tell us why here...
Dear Ms. [redacted],
 
This letter is to acknowledge receipt of the consumer’s rejection for the above referenced complaint received on May 26, 2016.  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 components. AutoSource 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

Complaint: [redacted]
I am rejecting this response because:
I have owned several cars, and having owned several extended warranties. I have also spoken to two different service centers who we could say are experts in handling claims for their customers to extended warranty companies. They have told me they do not understand why this warranty has basically not covered anything. The 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 off. The 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 part. The 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 contract. I 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 covered. Furthermore 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 money. I 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 normal 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]

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

Complaint: [redacted]
I am rejecting this response because:
   I informed AutoSource that the claim by [redacted] was a misdiagnosis and that they did not have the necessary equipment to perform such a diagnosis.
I was then instructed by Autosource to tow the vehice to a second mechanic and have them submit another claim.
  I did this as instructed but before that mechanic had a chance to perform a full diagnostic I was informed by Autosource that they had already send an inspector to the first mechanic to as the vehicle condition.
This caused me to lose the money spent on towing as well as the diagnostic from the second mechanic.
  I did not give permission to have the "independent" inspector access to my vehicle nor was I informed ahead of time that someone was going to inspect the vehicle.
This inspector was assigned by Autosource and can not be "independent" in the first place.
I then found out that this inspector drove the vehicle which he did not have permission to do. This is also in violation of Autosource policy, as they instructed me to have the vehicle towed and any attempt to
move the vehicle would void the policy.
   All I have gotten from Autosource is one run-around after the next.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:WHO IS MS.[redacted]?! I am Mr. [redacted]! They have responded to a completely different complaint!! They have sent the following message:"Dear Ms. [redacted],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"This is the type of service that I am referring to! AutoSource's service is a complete JOKE. I 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]

Dear [redacted]
 
This letter is in response to your letter dated October 13, 2016, regarding the above matter.  On October 11, 2016, [redacted] Werks opened a claim on behalf of [redacted] In doing so, they stated that his vehicle was in need of repair/replacement of its power steering rack and pinion, catalytic metering valve, rear suspension air bags, and suspension compressor.
The AutoSource contract is a named covered component contract which is broken down by categories and the components that are covered are named. If a component is not named on the consumer’s contract it is not covered.  Each paragraph ends with the statement “Coverage limited to above named components.”
As such, the power steering rack and pinion is a named covered component and therefore this portion of [redacted] claim was adjudicated in the amount of $1,067.00 minus his $100.00 deductible for a net amount of $967.00.  The catalytic metering valve, rear suspension air bags, and suspension compressor are not named and therefore this portion of [redacted] claim was declined and would be his responsibility.
In regard to the types of parts AutoSource uses, the contract in the “General Provisions” section, Point #8 states “Costs to repair or replace Covered Parts means the usual and fair charges for the repair/replacement of Covered Parts using (i) established industry time and labor guides published in nationally recognized manuals and (ii) replacement parts which are of like kind and quality, including used, refurbished, reconditioned, non-original manufacturer or aftermarket parts. The consumer has the right to use whichever type of part they desire. The amount AutoSource would authorize can be used a credit toward the repair and the consumer would be responsible for the difference. This was explained to [redacted] by customer service.
The Claims Procedure section, point #6 states that once AutoSource has issued a claim authorization number, the consumer should call and review with his service repair facility any charges for his account.
I have included for your records a copy of [redacted] contract.
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[redacted]
Customer Service Manager

Dear [redacted]

justify;"> 
 
This letter is in response to your letter dated October 13, 2016, regarding the above matter.  Mr. Mazza called AutoSource on Thursday, October 13, 2016, to inquire about a refund since he had sold his vehicle last week.  The cancellation policy was explained to [redacted] in detail and that there was no refund as once the vehicle was sold the AutoSource contract became null and void.
 
The AutoSource contract under “General Provisions” section, point #10 states that the contract can only be cancelled for a pro-rated refund if the vehicle is repossessed or a total loss for insurance purposes. Also in the same section, point #12 states “…this ESC will become null and void upon the sale or title transfer of Your Vehicle.”  
The AutoSource contract has a “Purchaser Acknowledgement” section wherein it states the following:  “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… I further 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 2 and all the Terms and Conditions appearing on Page 3 and Page 4 of this ESC.”  This statement is directly above the Customer Signature line which was signed by [redacted] I have included for your records a full copy of [redacted] contract.
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[redacted]
Customer Service Manager

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 2 weeks for my truck to get fixed and the repar was 1 hr to complete way too much drama I dont recommend this warrenty I wish I never took it out. they 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
.

size="3">                                  ...⇄      February 11, 2016
Revdex.com of New Jersey
1262 Whitehorse-Hamilton Square Road
Building A, Suite 202
Hamilton, NJ 08690

RE: Complaint ID #[redacted]
Consumer: [redacted]

Dear Ms. [redacted],

This letter is in response to the above referenced complaint. Please note that I was not personally aware of the two previous complaint notices dated January 17, 2016 and January 27, 2016.  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, 2016.

Our records indicate that Mr. [redacted]’s claim was opened on December 29, 2015.  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 requested.
While the AutoSource contract is silent as to the timeframe for providing such records, AutoSource asks that such records be provided within 48 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 48 hours without undertaking repair work or, at the very least, obtaining AutoSource’s approval to undertake such work.
The accrued mileage from the date of purchasing the AutoSource contract was 34,207 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 requested.
While 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, 2013.  On September 23, 2013, AutoSource paid for the replacement of this vehicle’s cylinder heads at a total cost of $3,404.82.  On February 26, 2014, AutoSource paid for the replacement of this vehicle’s alternator at a total cost of $314.50.  On April 24, 2014, AutoSource paid for the replacement of this vehicle’s radiator cooling fan at a total cost of $394.00. On April 16, 2015, AutoSource paid for the replacement of this vehicle’s rack & pinion unit for a total cost of $1,069.00.    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, 2016 and more recently February 11, 2016. 

Very truly yours,
Martin E. C
President

This letter is in response to the consumer’s complaint dated April 6, 2016 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 Purchaser’s signature line on the front page of the contract and was signed by Ms. [redacted]. 
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, 2015 for a transmission conductor plate, July 2, 2015 for a blower motor and resistor, and October 23, 2015 for a roof shade frame, centrifuge cover, and to reseal the transfer case. In each instance, the mentioned components are not named covered components in Ms. [redacted]’s AutoSource contract and accordingly the repairs would not be covered and the claims were declined. A 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.

This letter is to acknowledge the above referenced complaint received
"Times New Roman", serif;">on June 9, 2016 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, 2016 [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 13,873 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 contract. Specifically stated in the “Your Responsibilities” section, point # 2 : “…All maintenance on Your Vehicle must be done at a licensed Repair Facility and you must keep proper records of such maintenance i.e. repair 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 email. We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.   Customer Service Manager