AutoSource of America

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 for. I 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]. [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] stated. When speaking with [redacted] they state the turbo chargers are faulty and need replacement. When 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 point. This 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]

Tell us why here...
Dear Ms. [redacted],
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This letter is in response to the consumer’s complaint dated August 9, 2016 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 #10 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 submission. The 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 $1,321.37.  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

Dear Mr. [redacted], You received that response in error. Please accept our apology. A response to your complaint will be forthcoming. Again, I apologize .[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 times. AutoSource is being selective as far as what services they provide which in fact is NOTHING. Why provide a Platinum package if they cover NOTHING??? [redacted] from AutoSource informed me that all she was waiting on was the cost of the repairs. At no point in time did she ask or mention anything about the parts, labor, etc. She did mention that if the car was not in the shop while the claim was being made, then it would not be covered. I believe that AutoSource was stalling in order to avoid providing coverage. AutoSource is by far the WORST business I have ever dealt with. 
Regards,
[redacted]

Review: I purchased a 2006 Porsche 911 from Killer Carz dealer in New Jersey in April, 2014. The car had an oil leak so I took it to a mechanic in New York where I lived as per the warranty company. He submitted the claim to the warranty company based on the oil leak and the parts needed to change. The warranty company denied the claim stating it does not cover that particular part. I decided since the mechanic already told me it would cost approximately $2500 that I would just find the money and pay him. When he began work on the car he told me that the entire engine is damaged and would needed to be replaced. He again submitted another claim to the company and again was denied because they do not cover a particular part. The total cost to repair is $15,000. I am now stuck paying a car note, insurance and a $15,000 repair bill on a very expensive car that I have only driven twice; from the dealership to home and from home to the mechanic. This warranty is not worth the paper it was written. I have called the dealership and have received no help from them. The person who even sold me the car conveniently no longer works there. I feel as if I have been shafted and they know it.Desired Settlement: I desire the warranty company to cover 75% to 100% of the cost of the repair. I bought the car under good faith and thought I received a warranty that was good. I would like the company to take some financial responsibility for this repair. Between the dealership who sold me the car and the warranty company who covers it I should not have to pay so much for a car I cannot drive.

Business

Response:

This letter is in response to the consumer’s complaint dated June 25, 20l4 regarding the above matter. Please find attached our letter dated May 28, 2014. This letter is self-explanatory. l have also included a complete copy of the consumer’s contract highlighted for your records.

The original claim was opened by [redacted] on May 15, 2014 and followed up with a subsequent claim on May 25, 2014. The vehicle in question was sold to the consumer on April 18, 2014 and the claims were opened within thirty one and thirty five days of purchase. According to the consumer’s contract, he had only driven the vehicle 119 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

Review: I purchased a 5 year / 100k mile platinum warranty for my Mercedes Benz S550. The warranty cost me over two thousand dollars. Two seals that are necessary to keep oil in the engine and keep it lubricated, so the engine doesn't seize, went bad needing to be replaced. While at the repair shop to get the work done, I received a call from the warranty company telling me they were not covering the repair. I spoke to a [redacted], who attempted to over talk me, out talk me, and shout me down. I explained to her that I am a customer that she is helping, and how her behavior was rude and unacceptable, and I wasn't taking it because I paid my money. I read the warranty, with [redacted] (company representative). The last line on the warranty sheet states as follows...Seals and gaskets are covered, with the exception of cylinder had gaskets and intake manifold gaskets, are covered only in conjunction with a covered repair.I asked her what covered repair would the oil seals my car needed qualify? She told me she doesn't know; she's not a mechanic. Really that was a pretty infantile answer, and way to respond to a customer who has fully paid for a service. I then asked for someone who could answer; she said no one there could answer. I asked for the adjuster who refused my claim; they don't speak to customers. I then asked for the owner's name; she refused to give the owner's name.The parts and labor involved were $140. The rude and arrogant behavior of this employee is very much indicative of the "extended auto warranty" industry. I emphatically state that if you need an extended warranty for your car, STAY AWAY from Auto Source Warranty of Toms River New Jersey.Desired Settlement: I would like a full refund of the $2200 I paid for this warranty and I will take my business elsewhere.

Review: I purchased an extended service plan for a pre-owned Mercedez Benz R Class 2007 I purchased from Condemi Motors in Lodi, NJ on 2012. I purchased the highest level of warranty (Platinum) which costs $2,000.00 as an up front purchase. When stopped at a traffic light, there have been random instances where the car fails to accelerate regardless of how hard I press on the gas and the steering feels heavy with a clicking sound when turning the wheel. The driver side door locks does not seem to work properly as well. In keeping me and my family's safety in mind, I had the car checked at Globe Motor Car Co. with [redacted] Smith who is the service advisor. Car diagnostics revealed a problem with the power steering pump and reservoir, rear air springs, intake manifold, and trans valve body, and door lock. I gave [redacted] the extended warranty information as the power steering, intake manifold, and door lock (electrical) is included for coverage under the warranty. However, Auto Source declined all the needed work and refused to cover any replacement of parts and labor. [redacted] was asked by Auto Source to submit several documentation of the needed repairs and has made numerous attempts to contact the warranty administrator ([redacted]) to explain the necessary repairs in my behalf. I have also made several discussions with Auto Assure for coverage under my extended warranty policy, all to no avail. Auto Assure could not give up front answers for coverage under my plan and it took them several days to finally decide that they are not covering any of the needed repairs. Auto Assure took my money and now I am left alone to spend for what the warranty should cover.Desired Settlement: Cover the repairs and labors under the terms of the Platinum Warranty, specifically, the power steering pump, intake manifold, and the left-front door lock.

Business

Response:

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.

Review: I purchased my 1999 Dodge Ram Pickup on 9/15/2012 along with that I purchased an extended warranty from Auto Source.I purchased Gold Plan 24 months with an additional 30,000 miles and $100.00 deductible.On July 13th 1999 I was having problems with my vehicle and shifter would not go in to park.I called Auto Source and followed all correct procedures.This repair should have been covered under extended warranty and Auto Source denied repairs because of Authorization being made by myself prior to repair.Authorization was never made by myself [redacted] and I never signed any paper work to Authorize repairs.I would like refund in the amount of repairs in the amount of $580.29.I would also like my warranty to be cancelled with full refund.Desired Settlement: I would like refund of repairs that were done that ere suppose to be covered under my extended warranty.I would also like my warranty cancelled with a full refund

Business

Response:

This letter is in response to your letter dated November 12, 2013 regarding the above matter. Mr. [redacted] called AutoSource on December 14, 2012 stating that his vehicle’s transmission was slipping and loosing fluid. Mr. [redacted] was instructed to discontinue driving his vehicle immediately and to take it to a licensed repair facility of his choosing. The “Claims Procedures" were explained in detail which included having the service repair facility call and open a claim before any diagnostic or repair work is performed. An inquiry was opened and the conversation was documented.

On December 17, 2012 Lilliston Chrysler Jeep Dodge opened a claim on Mr. [redacted]’s behalf. Lilliston Chrysler Jeep Dodge stated verbally and in writing on their estimate that the “customer authorized transmission diagnostics” and signed their work order. With authorization from the customer, his repair facility had dropped the transmission pan and removed the valve body without prior authorization. Mr. [redacted]’s AutoSource contract clearly states in several places that no repairs, including diagnostic work are to be undertaken without prior authorization. On December 17, 2012 an AutoSource representative called and spoke with Mr. [redacted] informing him that his claim had been declined because work was done without prior authorization from AutoSource. Mr. [redacted] was referred to the “Purchaser Acknowledgement” section wherein it specifically states “Therefore, 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 Administrator. This includes any diagnostic work such as, but not limited to: parts disassembly or the dropping of the transmission pan or the engine oil pan.” A letter was sent via email to Mr. [redacted] on December 18, 2012 reflecting this decision with a full explanation of the same.

Separately, AutoSource did not open a claim or receive an invoice in the amount of $580.29. As such, there would be no reimbursement to Mr. [redacted].

Mr. [redacted] contacted AutoSource on November 12, 2013 stating he was experiencing a problem with his vehicle’s transmission. Mr. [redacted] was advised to contact his repair facility, which he stated he had not done, where the transmission was repaired and make an appointment to bring his vehicle back to them as the repair should have come with a warranty. The claims procedures were explained in detail to Mr. [redacted]. An inquiry was opened and the conversation was documented.

In regard to cancelling his contract and receiving a refund, Mr. [redacted]'s AutoSource contract in the “General Provisions" section, Point #10 explains early termination/cancellation. It states that there is no early termination of the AutoSource contract unless the vehicle has been repossessed by the lienholder or if the vehicle has

been totaled in an accident.

l have included for your records a copy of Mr. [redacted]‘s contract highlighted, the AutoSource letter declining his claim and a copy of Lilliston Chrysler Jeep Dodge repair estimate.

We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.

Review: On February 8, 2014, I brought this 2006 Dodge Ram 1500 truck from [redacted] Motorcars, Inc located at ** Highway 35, Neptune City, New Jersey 07753 with an extended warranty from Auto Source (the warranty cost me$2809.00 and was paid to them by [redacted])I got the best plan, the Platinum Plan. The dealership recommended this company. They assured us that if anything went wrong with the engine or transmission, it would be cover. My truck had a bad vibration and as time went on, it only got worse. I made an appointment with [redacted] Transmission in Cochranville, PA. On April 28, 2014 when I was on my way to [redacted], transmission the wheels locked up and my drive shaft fell out on the ground spilling oil on the road. I had to have my truck towed by [redacted] towing (they Haul Dodge pickup from Rt. 272 & London Britain Church Rd to [redacted] Transmission) which cost me $135.00. At this time, I called the warranty Company, Auto Source to let them know what problem I was having. They instructed me when the truck arrived at [redacted] Transmission Shop, to have the mechanic call them with the ESP number, which than will open the claim, which I did just that. When the mechanic from [redacted] Transmission called them (Auto Source) he said they ask him for an itemized list. Which in order to do that, he had to take off the inspection plate and it was obvious what was wrong. And for that reason, they denied my claim. I use my truck for transportation back and forth to work. Once they refused my claimed I was very upset and I had to borrow the money to get my truck fix. I needed my truck. I paid $1,636.98 to get my truck fix. I want to be reimbursed for every cent that I paid to get my truck fix. I believed that Auto Source is falsely advertising their warranty. I did everything that they ask me to do and they refuse to cover the repairs. I only had the truck for 3 months. I’m asking you to please help me with this problem.Desired Settlement: I want to be reimbursed for every cent that I paid to get my truck fix. I believed that Auto Source is falsely advertising their warranty. I did everything that they ask me to do and they refuse to cover the repairs. I only had the truck for 3 months. I’m asking you to please help me with this problem.

Business

Response:

This letter is in response to your letter dated June 2, 2014 regarding the above matter. Mr. [redacted] called AutoSouroe on April 25, 2014 stating that his vehicle has been problematic. It has been loudly vibrating for the past two weeks and has been getting worse. The “Claims Procedures” were explained to Mr. [redacted] 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, 2014 [redacted] Transmission opened a claim on Mr. [redacted]’s behalf. [redacted] 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 contract. Mr. [redacted]’s AutoSource contract clearly states in several places that no repairs, including diagnostic work are to be undertaken without prior authorization. On April 29, 2014 an AutoSource representative called and spoke with Mr. [redacted] informing him that his claim had been declined because work was done without prior authorization. Mr. [redacted] was referred to the “Pur[redacted]r Acknowledgement” section wherein it specifically states “The Administrator reserves the right to Inspect Your Vehicle in its original condition. Therefore, 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 Administrator. This 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. [redacted]’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

Consumer

Response:

I am rejecting this response because:

Consumer

Review: I purchased my auto warranty on 5/30/2012. I purchased 2 years for $1900. I had my payments worked into my auto loan. I recently sold my car on 8/31/13 (14months later) I called to find out about the money I had paid extra for two years service but only used 14 months. I was told that they do not refund money. So I basically paid for two years of service and received roughly half that at my own expense. How is the legal? Also just noticed, the information on my contract is completely wrong. They have an address that I've never even heard of on there, not even the same state. Does this void the contract? If so would I be entitled to all my money back since I never had coverage to begin with by having a void contract?Desired Settlement: I would like to be refunded the difference in my insurance (10 months) or the whole 24 months if my contract is void.

Business

Response:

This letter is in response to your letter dated September 6, 2013 regarding the above matter.

Mr. [redacted] had contacted AutoSource and stated that he had sold his vehicle and wanted a refund. The terms of Mr. [redacted]’s contract were explained to him in regard to early termination. In the GENERAL PROVISIONS section point #10 states: “There is no credit for early termination of this Service Contract, except that this Service Contract may only be cancelled in the event of a repossession or total loss for insurance purposes...".

l have included for your records a copy of Mr. [redacted]'s contract with the appropriate section highlighted.

We trust that this letter will satisfactorily answer this complaint.

Review: Company failed to cover repairs listed and stated under warranty terms. Used explanations of misuse of vehicle by the user of vehicle and used unethical reasons to decline claim with all evidence of all the vehicle maintenance information requested by warranty company within a reasonable timeframe. User of vehicle provided all the steps and guidelines in appropriate timing asked by the warranty company. Vehicle of the user was parked in repair facility for over 30 days waiting to settle claim dispute and approval with all maintenance history and paperwork provide by the user as requested. Which was asked by the warranty company in order to process the claim like they suggested. Warranty company determined the claim had to be declined to do "misuse" of vehicle and damaged to the engine by user even with all maintenance records provided that was requested from warranty company, neglecting the regards that the vehicle was purchased with a damaged engine from the dealership to begin with. User explained all the possible methods of engine problems and Warranty Company neglected to cover costs to fix the vehicle issue. Customer service personnel lacked moral and ethical behavior and actions to satisfy customer with defective product. Warranty Company determined user of vehicle had to take vehicle with problem months prior to opening up the claim suggesting to take vehicle to a certified mechanic. All proper maintenance was performed by the user of the vehicle from the first time of contact to inform defective product with proof of records indicating so. This was asked by the warranty company from the point of opening up claim. Repairs and costs to fix issue exceeded the expectations of the company’s perception of the vehicle repairs. Therefore, an unethical and unsatisfactory solution was provided by the company to neglect all expected costs of repairs and were not able to give customer satisfaction to approve claim. Lack of unprofessionalism and knowledge automobiles.Desired Settlement: Would like to receive full refund of the money paid for unreliable warranty as the current issue has not been able to be resolved by the customer due to financial instability. Would also like an apology letter from the president, owner of the company and customer service department for all the inconvenience to the customer who has paid hard working money for a warranty that has loops in its policies and unrealistic guidelines . And would also like staff members and personnels to be more knowledgeble with motorized vehicles and replaced by more effective professionals from the automotive industry.

Business

Response:

This letter is in response to your letter dated December 19, 2013 regarding the above matter. Mr. [redacted] called AutoSource on May 30, 2012 stating that his window was sticking and his engine was inisfiring. The Claims Procedures were explained in detail and Mr. [redacted] was advised to take his vehicle to a licensed repair facility and to discontinue using his vehicle immediately to avoid any further damage. Mr. [redacted] claimed to have approximately 1 13, 000 miles on his vehicle at this time. An inquiry was opened and the conversation was documented.

The next contact AutoSource had with Mr. [redacted] was seven months later and occurred On December 6, 2012. Mr. [redacted] stated that he has had four oil changes and approximately 1000 miles his oil warning light would come on and he would need to add 2 quarts of oil each time. He then needed to add oil every 3 t0 5 weeks. He also stated that his engine had been making a rattling noise and that it was getting louder. He stated that the exact mileage on his vehicle at this time was l25,96l miles. The Claims Procedures were explained in detail and he was advised to take his vehicle to a licensed repair facility. Mr. [redacted] was instructed as he was on May 30, 2012 to discontinue using his vehicle immediately to avoid any further damage. A second inquiry was opened and the conversation was documented.

On January 21, 2013 [redacted] called AutoSource regarding Mr. [redacted]’s vehicle but was unsure if the consumer was going to leave his vehicle at their service repair facility. They were waiting for Mr. [redacted] to decide if he was going to leave his vehicle at [redacted] before opening a claim. [redacted] stated the odometer at this time read l27.206 miles. Mr. [redacted] called AutoSource that same day to say that he did not have the ability to allow a teardown of his engine due to the cost involved. It was explained to Mr. [redacted] that he would need to discontinue using his vehicle as explained in the past. There was no further communication from [redacted] or Mr. [redacted].

AutoSource had no further contact with Mr. [redacted] until February 15, 2013 when we received a call from [redacted] stating that Mr. [redacted]’s vehicle’s engine needed to be replaced. in the intervening period since May 30, 2012 Mr. [redacted]’s vehicle had been driven approximately an additional 14,322 miles despite our earlier instructions on three separate occasions to discontinue the use of his vehicle immediately to avoid further damage. Mr. [redacted]’s claim was declined for continued use, neglect, abuse as stated in the Coverage Exclusions section of his AutoSource contract. A letter was sent to Mr. [redacted] on February 19, 2013 reflecting this decision with a full explanation of the same.

I have included for your records a full copy of Mr. [redacted]’s contract, highlighted, and a copy of the AutoSource letter declining the claim.

We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This email is to respond to the business and to reopen the claim due to the fact that I am "Rejecting" the business response to my complaint. The reason being are as follow: The reasons that the business states why they declined my claim are highly illogical and unethical for the consumer like myself. The business states I "abused" my vehicle when they told me not to drive it but in this case this excuse is senseless due to the fact that AutoSource has all the maintenance records they had requested from me in the past for my vehicle. I do not ignore vehicle issues and I am always taking care of my vehicle because I love my vehicle. They have on record every single piece of document of maintenance records ranging back to the point when I purchased the vehicle. The excuse for the company to decline my claim has no ethical or logical explanation because the vehicle had the problems with the engine since the point of purchase. A person cannot abuse a vehicle if the customer has been taking proper care of the vehicle and the records are there if they want to fight this argument. Does it make sense if a consumer takes proper care and meintance of a vehicle and then acuse the consumer that him or her has neglected and abused the vehicle? That makes no sense to me or anyone who would take a look at this case. The reasons the business claims aren‘t helpful whatsoever for the customer who is spending money for a warranty that's not willing to go out of their way to resolve an issue for the consumer. The business is happy that they are taking my money for a coverage that barely covers anything whatsoever. $1,200 might not be a lot of money for this company, but it is a lot of money for a person like myself who is a full time student, unemployed, and struggling to pay for monthly bills and still have vehicle issues with a warranty that's included in my finance payments. For example, the warranty covers "lifetime" engine and transmission but I just had to spend $500 dollars for a new clutch on my vehicle that went bad for a car I bough just over 2 years ago. Even though a clutch is part of a transmission this company states they do not cover such item. My question is, what items do they cover? This business or company does not support the motto of 100% customer satisfaction. This business has many loop holes in their coverage. Therefore, I have no need for this warranty, I would like this warranty removed and I would like my money back. This business does not want to follow up with my request. But It need be, I would go to the full extend of the law to get my money back that I am throwing in the drain with this company. I cannot afford for a company to take my money and give me unethical excuses why they are denying a claim. I understand this company has policies and rules, that is ok thats understandable but If a customer requests their money back because they are unhappy with their product, the least they can do is satisfy the customer with this request and not ignore the customer and take their money if the customer is not satisfied. That is all I am asking, nothing more nothing less and we can leave this in the past. As of this point I do not even want the help anymore from AutoSource I would just like my money back.

Regards,

Business

Response:

This letter is in response to your letter dated February 4, 2014 regarding the above matter. As previously stated in our first response dated December 27, 2013, Mr. [redacted] contacted AutoSource regarding a problem with his engine on May 30, 2012 and again on December 12, 2012. He was instructed both times to discontinue the use of his vehicle to avoid further damage. Mr. [redacted] disregarded our instructions and continued to drive his vehicle. Subsequently, on January 25, 2013 Mr. [redacted] had his vehicle at [redacted], but removed his vehicle due to the costs involved in performing a teardown of his vehicle’s engine. AutoSource spoke with the consumer that same day and again instructed Mr. [redacted] to discontinue driving his vehicle. He again ignored our instructions and continued driving his vehicle. Mr. [redacted] drove his vehicle approximately 14,322 miles since contacting AutoSource on May 30, 2012.

Mr. [redacted] was in direct violation of the terms ofhis contract by continuing to drive his vehicle despite our instructions on several occasions. The AutoSource contract in the Your Responsibilities section point #3 states that you must discontinue using your vehicle immediately and you must use all means possible to protect your vehicle. Failing to do so will result in a denial of coverage. The Coverage Exclusions section states very clearly that “This Service Contract does not provide coverage for: Any repairs that result from abuse, misuse, or neglect...” as well as “Any Mechanical Breakdown caused directly or indirectly by overheating or continued use of Your Vehicle once a failure has occurred.”

We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Cannot come to an agreement.

Regards,

Review: I purchased an extended warranty plan from Auto Source for $450 on 3/14/14. I purchased this through the dealer I bought the car from. On 4/3/14, the vehicle was in an accident and deemed a total loss by my insurance company. I called the dealer and was told that when I got another vehicle I was to call Auto Source directly to transfer the extended warranty to the new vehicle. I did so in September and Auto Source said they would not transfer the warranty because the vehicle was a total loss. I requested a refund of the purchase price of $450, less utilization for the period from 3/14/14 to 4/3/14. I requested the refund be sent to me directly. I received a copy of a letter from Auto Source to [redacted] on 9/15/14, which claimed to enclose a check for a refund of $51.25. The utilization was calculated at $348.75 plus $50 administrative fee. I called the dealer and was told they never received any check from Auto Source. I called Auto Source again. They informed me that they no longer do business with the dealer who sold me the contract. They also said their full price for the extended warranty plan is $450 and the dealer did not charge me any additional markup and the entire $450 went directly to Auto Source. They also said they sent a check for $51.25 to the dealer. I requested a copy of the cancelled check as proof that the dealer got the check because the dealer claims he never got a check from Auto Source. I also requested they reevaluate the refund amount since I only had the coverage for approximately 3 weeks when the car was totalled. The woman I spoke with, [redacted], said she would send me a copy of the cancelled check and speak with her boss regarding the amount of the refund. Two weeks went by and I never heard from Auto Source. I called and left a message and no one returned my callDesired Settlement: I desire a fair refund of $450 less utilization of 3 weeks (3/14 - 4/3 date of loss.) Proof of date of loss from my insurance company ([redacted]) was already sent to Auto Source.

I also request the refund be sent directly to me. It does not make sense to send a refund to an auto dealer who has no financial interest in the transaction. I paid $450 and all of that $450 went directly to Auto Source. It also does not make sense to send a refund to a dealer that Auto Source no longer does business with.

Consumer

Response:

Review: [redacted]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 [redacted]. However, [redacted] claims to never have received such check. Auto Source is no longer doing business with [redacted], so it is unclear why they would send a check to [redacted] in the first place. I paid Auto Source and Auto Source should issue refund to me directly. [redacted] 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 [redacted], yet Auto Source expects me to do business with [redacted].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 [redacted] gave me false 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,[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:Auto Source told me directly they no longer do business with [redacted] because "they have been nothing but trouble." Now, Auto Souce is changing it's story and claiming that [redacted] 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 [redacted], and [redacted] 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,[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:Auto Source did not address the fact that they originally said they no longer do business with [redacted] and then changed their story and claimed that [redacted] 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 [redacted]. The statement by Auto Source is blatantly false and I can prove that with my cancelled check. My check was made our directly to Auto Source. [redacted] gained nothing monitarily from this transaction, other than a refund that should have come to me.Regards,[redacted]

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: Auto Source auto warranty company has refused to honor their warranty. The dealer included this warranty with sale of the car.

Auto Source claims that the car needs a transmission which is not covered under the terms of the warranty which it does not.

The car needs a misfire in cylinder #2 corrected which is included in the terms of the warranty.

Auto Source claims that the non-covered repairs need to be completed before covered repairs will be honored.

There is nothing in the contract that says anything about the timing of needed repairs.

We have had the car at 3 different shops and have followed their requests to ensure that they would honor their warranty.

This has been the worst experience we have ever had with a warranty company and the dealership has informed us that

they will no longer offer Auto Source products to their customers due to their lack of integrity.Desired Settlement: Honor the contract and cover all needed repairs to fix the misfire problem.

Business

Response:

Dear Ms. [redacted],

This letter is in response to your letter dated July 2, 2014 regarding the above matter. On June 5, 2014 [redacted] initiated a claim on behalf of Mr. [redacted]. Upon completion of the diagnostic work, [redacted], in their written estimate stated that the CVT transmission needed to be replaced. Verbally the service repair facility also stated they needed to replace a coil pack. The CVT transmission is specifically excluded from coverage as stated in the “Coverage Exclusions” section of Mr. [redacted]’s contract. It states: This Service Contract does not provide coverage for: Any vehicle with a 10 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 covered. As such, his claim was declined. A letter was sent to the consumer on June 9, 2014 to his email address which he provided. The repairs would be the responsibility of Mr. [redacted].

Next on June 10, 2014 a second claim was called in by the same repair facility, [redacted] stating that the replacement of the coil pack did not solve the vehicle’s running rough issue and more diagnosis would be needed. [redacted] also informed AutoSource that the transmission had not been repaired/replaced. AutoSource then had the vehicle inspected by an independent inspection company to verify the transmission problem and engine problem. The inspector verified that the CVT transmission was slipping and the engine was running rough. A letter was sent to Mr. [redacted] via email on June 16, 2014 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 contract. Specifically 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, 2014 a third claim was initiated by a different service repair facility, [redacted]. In opening the claim they stated that the customer complained of the transmission slipping and the vehicle was running rough. On June 19, 2014, we spoke with Mr. [redacted] and discussed again his responsibility regarding the CVT transmission repair/replacement and engine issue. It was explained to him that he must have the transmission work completed as explained in the previous letter. We explained that the service repair facilities and independent inspector all found that the CVT transmission was slipping. AutoSource then spoke with Mr. [redacted] on June 24, 2014 to find out what his intentions were in regard to his needed repair. Mr. [redacted] 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. [redacted] then notified AutoSource that Mr. [redacted] had removed his vehicle without allowing diagnosis to continue. A letter was sent via email closing his claim on June 24, 2014. There was no further contact with Mr. [redacted].

Sold Exclusively Through Preferred Dealerships

I have included for your records a full copy of Mr. [redacted]’s contract, highlighted, copies of the AutoSource letters that were sent via email regarding the claims, and the estimate from [redacted] 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,

[redacted] Director of Operations

Sold Exclusively Through Preferred Dealerships

Consumer

Response:

Review: [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,

Review: I have a 2006 infinity G 35 and the engine is blown. Autosource made me pay for an inspector to come see the vehicle and they are denying my claim. They are saying they denied my claim because of metal contaminants and lack of lubrication to the motor. The repair shop that I currently have my vehicle at said that this is untrue that the metal contaminants happen when the motor blew and there was oil in the motor which the shop has at the shop. The whole reason for me to purchase an extended warranty was that if something like this happen that they would fix my vehicle and they have not done so. It seems like they are looking for any ways to get out of paying for my engine repair I did everything they told me to do and they are still denying my claim. They are being unfair I do not have money to purchase a new motor or pay for the repairs that is the whole reason why I bought the extended warranty. when They inspected my vehicle they also seemed more interested in the type of rims and exhaust that were on my vehicle which were also on the vehicle at the time of purchase. Because of their lack of professionalism in business this is why am contacting you. It has been three weeks of back-and-forth with auto source and I need answers because I need my car to get around to get back and forth to work.Desired Settlement: I want them to pay for the repairs that it should be covered in my contract. I have even offered for someone else to come and inspect the vehicle because I do not believe that the inspectors report 100% accurate. I have already laid out over $1100 for the diagnosis which included taken apart my motor and having the inspector comes to my vehicle and I believe that that was even absurd for them to charge that why what why would I have to pay for someone to come inspect my vehicle. I want them to do what is right and fair and that is to repair my vehicle and pay for the repairs I need to be done thank you

Business

Response:

This letter is in response to your letter dated October 09, 2013 regarding the above matter.

On September 17, 2013 [redacted] opened claim #[redacted] on behalf of Mr. [redacted] with AutoSource. [redacted] stated the engine had a knocking noise and wanted to replace the engine. An estimate was received. The service repair facility stated on the estimate there was excessive wear due to lack of oil. The customer had authorized a teardown of the engine to determine the exact cause of failure, coverage and cost to repair. Upon completion of the teardown, an inspection of Mr. [redacted]’s vehicle was completed by an independent inspection company. The determination was that the failure to the engine was caused by a lack of lubrication causing subsequent damage to the bearings and metal contamination. The engine would need to be replaced. Mr. [redacted]’s repair facility, [redacted], agreed with the inspector’s findings andsigned the report.

The AutoSource contract in the “Coverage Exclusions” section states “This Service Contract does not provide coverage for: Any failures resulting from sludge deposits, contamination, carbon build-up or residue or operation without the proper quantities or levels of lubricants and coolants, regardless of fluid type." A letter was sent via email to Mr. [redacted] on October 1, 2013 reflecting this decision with a full explanation of the same.

I have included for your records a copy of Mr. [redacted]’s contract highlighted, the AutoSource letter declining the claim and a copy of [redacted] repair bill/estimate.We trust that this letter will satisfactorily answer this complaint.very truly yours,

Review: My vehicle is currently at the BMW service department for repairs. Initially it had a mechanical breakdown and I paid for the repairs. AutoSource had informed us that we were not covered by their warranty. The vehicle then had issues with a oil leak. After the BMW representative contacted them and filed a claim, Autosource stated they just needed an estimate cost of repairs from BMW. I spoke to the BMW representative on Friday 2/6 and he stated he sent AutoSource all the information they needed and spoke to a representative. On Monday 2/9 Autosource contacted me stating they did not receive anything and would close the claim by close of business that day. I asked them whether their fax was working and made sure to confirm their contact information in order to give it to my BMW representative. The BMW representative then contacted them again and resent the requested paperwork 9 times so that they would receive it. On Tuesday 2/10 I contacted AutoSource and they stated that they declined the claim, not because they did not receive the estimate, but because those repairs are not covered. The representative [redacted] said she left a voicemail for me however that was a lie. At no point in time did they state to us that we were not covered with the repairs, to myself or to BMW. The BMW representative sent them all of the required paperwork and Autosource only asked lastly for the estimate cost. The BMW representative himself stated that he did not understand how this could have happened if both he and I have been talking to Autosource about the claim and coverage. It was not until they got the estimate cost that they decided to decline our claim. Autosource also stated that claims can only be filed when the vehicle is in the repair shop. I think they declined it so that once the vehicle is fixed, then we cannot file a claim for coverage and therefore they do not have to pay.Desired Settlement: I want Autosource to cover the cost of the claim and also to apologize. The service provided by them is RIDICULOUS! I basically paid almost $4000 for a coverage that they are not honoring. They state that based on the contract, our vehicle is not covered for the current issue however they seem to wander around a claim in order to avoid paying it and on top of that also don't appear to cover any other key components that can actually incur damage. The BMW representative himself fully believes that we are being scammed as well and pushed for me to file a complaint with the Revdex.com.

Business

Response:

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]. 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

Consumer

Response:

Review: [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]. 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,

Business

Response:

Dear Mr. [redacted], You received that response in error. Please accept our apology. A response to your complaint will be forthcoming. Again, I apologize .[redacted]

Consumer

Response:

Review: [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,

Business

Response:

.

Consumer

Response:

Review: [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 times. AutoSource is being selective as far as what services they provide which in fact is NOTHING. Why provide a Platinum package if they cover NOTHING??? [redacted] from AutoSource informed me that all she was waiting on was the cost of the repairs. At no point in time did she ask or mention anything about the parts, labor, etc. She did mention that if the car was not in the shop while the claim was being made, then it would not be covered. I believe that AutoSource was stalling in order to avoid providing coverage. AutoSource is by far the WORST business I have ever dealt with.

Regards,

Review: I purchased this auto warranty, and since then they have managed to get out of every single repair but one, where they covered exactly what they wanted which was not even 1/2 of the actual repair amount. They always say they are adhering to their contract, however their contract is absolutely deceiving. If you look at their brochure they pretty much cover what any regular auto consumer would consider the entire car, they go into detail of all the parts. Once you have a repair going on then they get very technical, and very smart, because indeed they are auto mechanics "experts" so they show you how their contract doesn't cover the part or repair. There have been many issues going on with my auto, that they should have covered such as issues with air bag, windows not opening or closing, door locks not locking, etc.... I had my mechanic print out all the repairs we have done and it is a list that totals about $12,000 in a little over a year! This warrant has covered around $350.

The way in which they sell this warranty is deceiving and therefore fraudulent representation of their product.Desired Settlement: I want a refund of this warranty, or at least a refund for the time remaining.

Business

Response:

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

Consumer

Response:

Review: [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,