Basic Maintenance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [I dropped my car at the shop and it took the shop days to get it diagnosedNext the shop contacted ASAP and let them know what needed to be fixedAsap wanted a written invoice of all repairs needed before they would review necessary repairsThey received the invoice from the shop and took another week before they acknowledged they received the invoiceTheir next step was to send out an inspector, to look over the car to verify the shop claimAfter several days of me and the shop calling them, the finally sent out an inspectorAfter the inspector came out, it took several days for ASAP to admit they received the condition report from the inspectorAfter I called several more times to find out the decision on the repairs, ASAP told me they denied claims to fix the turbo, charcoal canister(exhaust part), and oil leakThey did agree to pay approximately $for wheel bearings(suspension parts)They told me that none of the other parts failedCurrently my turbo still isn't functioning and my car displays a notification that my drivetrain is malfunctioningAfter denying all but claim on my car I asked ASAP to cancel my warrantyI paid $out of pocket to fix the charcoal canister and accumulated approximately $in car rental chargesI received an email notifying me that they will be refunding me $of the $that I paid in fullDue to their lack of urgency and taking almost weeks to make a decision on whether they would fix my carI should be refunded my full amount due to the inconvenience they caused me along with the $car rental bill I paid [redacted]

Mr [redacted] entered Vehicle Service Contract on 02/29/2016, with an effective start date of 04/29/and an effective mileage of 100,Customer agreed to the terms and conditions of the contract by signing a Letter of Authorization before his effective date on 04/03/He filed his first claim within four days of his contract coming into effect, for a valve cover gasket and a control arm, per the contract guidelines the claim was denied but as a courtesy American Standard Auto Protection decided to assist with 50% of the repairsOn 07/27/2016, Small Car Center called in with a complaint of a check engine light on behalf of our mutual customer, again based on the contract guidelines; we were able to assist with the repair of the water pumpShortly after another claim was filed on 09/26/2016, unfortunately, the failures were not able to be covered because they were due to rust and carbon buildupThere was a final claim filed on 10/21/by Hinemins Service Center, for another check engine lightThe technician verified that it was caused by a failed transfer caseAmerican Standard Auto Protection requested that the customer send in his service records (to show the vehicle was properly maintained) and registration (to show proof of ownership)Customer complied and sent in his records, after inspecting these records we found a discrepancy in mileageCustomer received a denial and his Vehicle Service Contract was administratively cancelled as follows: The vehicle's registration paperwork shows Actual Mileage on 3/29/was 103,Vehicle was at Hineman's Service Center on 5/19/with 101,milesContract states WE may cancel this CONTRACT at any time if: WE cannot determine the true mileage of the VEHICLE due to replacement, ALTERNATION, disconnection or failure of the OdometerBased on these documented facts, the contract is administratively cancelled effective immediatelyASAP does not cover vehicles in which the odometer has been altered.Tell us why here

Please find the attached refund transaction receipt as confirmation the customer's refund has been issued

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,

ASAP has reviewed the customer's complaintASAP believes the customer has misunderstood the processPlease note, the customer purchased service contract for a total purchase price of $1,700, however the customer has paid to date $ASAP will cancel the customers VSC and refund the customer's credit card account for the amount of $741.68, which represents the entire amount deducted from his credit card account, $766.68, less a $Cancellation feeThe customer states, the VSC would have been automatically cancelled due to his nonpaymentWe believe the customer should have contacted a customer service person to explain his financial circumstancesThe customer is correctAlthough the VSC would be cancelled for nonpayment, ASAP would still be responsible to refund him on the initial payment of $300.00, less a cancellation fee of $25.00, but he failed to do so at that point in timeASAP hopes the customer recognizes our business as one of integrity and honestyIn closing, the customer may expect his refund in the next business daysASAP is happy to have assisted this customer to better understand the processes, and to resolve this amicably

On 11/9/the customer purchased a Vehicle Service Contract from ASAPThe customer was sent a contract to sign and return to ASAP (see attached "Letter of Authorization"The document also requested the current vehicle mileage and VINThe customer signed and returned this document on 11/12/The contract had a day and 1,mile wait period prior to the contract becoming activeOn /14/a claim was initiated by a Stevens Creek BMW in Santa Clara, CAThe vehicle mileage at the time was 115,The repairs requested include a replacement transmission costing $8,500, an engine repair exceeding $12,000, cooling system leaks exceeding $1,200, as well as a failed vacuum pump, rear control arms, two rear ball joints the rear trunk shocks, differential cover and rear active sway barThe shop stated the total amount to repair the vehicle is "about $42,000.00." ASAP then requested the customer to submit all vehicle maintenance historyUpon review of the records, ASAP found the customer misrepresented his vehicleOn 11/12/2015, the same day the customer signed his contract stating there were 114,miles on the car, there is a maintenance document stating the vehicle had 114,(attached)The customer's contract states, "We may cancel this contract at any time if YOU made a material misrepresentation....relating to the vehicle or its use." Reporting incorrect mileage on a vehicle at the time of sign up is a major misrepresentation which, in a case like this, cannot be overlookedOnce this was discovered, the customer was refunded the full amount paid for the contract (see receipt attached) and administratively cancelledAlso, ASAP does not commit to sending a tow truck in the event of a breakdownIt is the customer's responsibility to arrange for towing, and towing is a limited reimbursement for covered claims

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I took the refund because it was all they offeredIt seems like this is how they handle their many complaintsThey could have offered a full refund initially instead of only offering me $They only offered the balance after I filed the complaint As far as I am concerned that is suspicious behavior and practice for a honorable businessTheir sales rep made the error and it wasnt a serious enough error for them to cancel my contractWhat I expected from ASAP was for them to honor their agreement and pay for my vehicle to get fixedI made the payments they should have done their part Regards, [redacted]

ASAP has reviewed all files relevant to this concernWe have not found any information stating the customer was promised ASAP would authorize a labor rate of $per hourThe customer filed a claim for the vehicle and the repair was authorized and paid for by ASAPPlease see the attached claim authorization form, in which the customer acknowledges satisfaction with the authorized repair, which was signed by the customer

After days of being in contract the customer's vehicle experienced failed parts and submitted a repair estimate of $3,As the customer stated, this was only days and miles after the effective date and mileage of the Vehicle Service ContractPlease view the attached inspection report which states of the parts were not even failedIt also states the other parts are deemed as a pre-existing conditionASAP covers many claims on a daily basisUnfortunately, there are two important factors in this case which caused ASAP to decline coverageFirstly, a request for payment of repair for non-failed partsSecondly, ASAP sent an independent third party ASE certified inspector who is only given the start date and mileage of the contract and a list of the failed partsThe inspector deemed the failed parts to be a pre-existing condition and found the other parts were not failedTherefore we declined coverage as any other service provider would

Please see the attached refund transaction receipt as verification the refund had been processed by ASAP on 11/7/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.They refused to pay the entire claim which was $not including the diagnostic fee I had to payI was told that ANY part not LIST on my contract by name is not covered under the warrantyI was told because my car is a high class car, there are parts on it that will not be covered under any circumstanceI was able to find the president name of the company and emailed him directly about that matterHe referred it back to the original claims manager that decided they would give me $200.oo towards to cost of repair as a one time courtesyI was not happy with this but I accepted to help offset my out of pocket expensesI was told that I would receive that check in days and as of today it has been almost a month and still have not gotten that check Their statement that they covered the repairs is absolutely false

The customer signed and submitted a cancellation form and the refund has been processedPlease see the attached documentation as confirmationAs the customer's request has been granted, please consider this matter resolved

Thank you for bringing this matter to our attentionASAP strives to address all customer concerns and resolve to the customer's satisfaction.Attached is a cancellation form electronically signed by the customer and a refund transaction receipt showing the funds have been returned to the customer As we have addressed the customer's concern, we respectfully request this complaint to be resolved

Effective Date: 11/01/Effective Start Mileage: 87,Miles The customer has filed four claims with ASAP: Filed 11/4/Vehicle mileage was 87,(prior to effective start mileage) Customer was informed the transmission failure was a pre-existing conditionThe customer was very upsetIn order to satisfy an upset customer ASAP offered to provide a salvage transmission, to which the customer agreed Filed 12/29/Amplifier failureCustomer was informed amplifiers are not covered by the contract Filed 3/2/In this instance, the customer returned to the servicing center where the replacement transmission was installed in November 2015, stating concerns with the transmission, specifically an oil leakThe supplier of the salvage transmission sent another transmissionAn authorization for the amount of $to cover the replacement labor less the customer's deductible, was sent to the repair center for that repairThat replacement transmission was never installed and the customer is still operating the vehicle using the first transmission supplied by ASAP Filed 01/20/Vehicle mileage was 99,The vehicle now needs a complete engine replacementThe transmission still has not been replacedASAP sent a third party independent inspector to view the vehicleThe inspector's report (see attached) states: "Explanation of failed components and how verified failed Upon start up there is a very brief rod knock and constant valve train rattle from the engineThe engine was shut off right away due to the excessive noise from itThe vehicle was lifted and the technician demonstrated engine oil leaks from the front of the engine and oil blown back along the exhaust to the rear bumperThe oil leaks appear to be coming from the upper right timing cover, oil pan and oil coolerThe oil is currently full at this time and was topped off on arrival to the shopThe oil is very cleanWith the extent of the oil leak this will run the engine low very quicklyThe vehicle was driven into the shop with the oil dripping and engine knocking." "Cause of failure: Engine has material failure of oil pan gasket, timing cover gasket and oil cooler with sub (subsequent) damage to the engine from lack of lube and continued operation." Please see the attached contract, section "Exclusions," number The contract does not cover a breakdown caused by a failure to stop driving or protect the vehicle from further damage after evidence of a breakdown appearsThe engine is leaking heavily causing the oil to run very low on a constant basisThe continued operation of the engine while low on oil caused an internal engine failureASAP does not have any responsibility to cover a repair caused by customer neglectIn response to the customer's statement that ASAP is a "bait and switch," we have followed the contract guidelines signed by the customer agreeing to the terms and conditions of the Vehicle Service ContractWe have even gone beyond the contract guidelines to assist a customer in need after a repair was deemed a pre-existing condition

The customer's explanation is not accurateThe diagram provided is a schematic of the repair procedure to replace the vacuum pumpIt is not a schematic of the makeup of the vacuum pump itselfThe gasket in the diagram is an intake manifold gasketIt is not part of the vacuum pumpIt is not our contention that the intake manifold gasket is leakingPlease see the attached information which is a thorough description of the leak in question(To view the webpage, visit https://shopdap.com/vw-2-5l-5-cylinder-vacuum-pump-oil-leak-gasket/ ) This shows the location of the vacuum pump case half gasket and the leaks that may come from that areaThe photos provided in the inspection report will show the customer's leak was coming from that location

We have worked with the customer and the shop to have the vehicle repair completedIt is our understanding the vehicle has sine been repaired and picked up by the customer from the shop

Complaint # [redacted] The customer purchased a Vehicle Service Contract with a vehicle mileage of 108,The effective mileage was 109,At the time of the claim filing the vehicle mileage was 110,The customer's repair shop submitted a repair estimate of over $8,for multiple unrelated failuresASAP sent a third party independent inspector to verify the failuresThe inspector returned a report (please see attached) which states: "Both the ABS and traction lights are illuminatedThe technician has notes of documentation on the repair order for the codesNo codes written on the repair orderThere is an aftermarket newer right front hub bearing on the vehicleThe speed sensor harness is bright blue and OEM is not blueThere is no evidence that the front calipers are stickingThe technician next to the vehicle said the rotors were blue when the wheels were offThe vehicle is fully assembled and no failure could be seenThe rotors are aftermarket and are drilled and slottedThe inside of the rear rotors are severely gougedThe wheels were not removed and the pads were not visible to determine if this is from a current pad metal to metal contact or from a previous timeThe undercarriage of the vehicle is very rusty and someone has sprayed painted the undercarriage black over the rustThere is a considerable build up of dirt and grime from long term seeps from the oil pan gasket and the rear main seal areaThere are no active leaks to a drip seen, just long term seepsThere was one drip of oil on the filter that could be from an oil changeNo active leak was seenThe front right transmission cooler line is seeping due to excessive rustNo active leak to a dripThere is no visible evidence of any differential seal leaksThe extension housing seal is seeping only with dirt and grime build upThere is a metal skid plate under the engine and the power steering pump could not be seen or verified if leaking or notThere is excessive rust build up on the CV joints and axlestrailing arms are heavily rustedAll failures are long term and pre existing."The customer was informed pre-existing conditions are not coveredA rental car is provided by ASAP only in the event of a covered claim, subject to the contract terms and conditionsThe customer signed a cancellation refund agreement (please see attached) accepting $as the pro-rated refund amountPlease see the attached receipts confirming the customer's refund was issued by ASAP -Note: ASAP was unable to attach the files due to an error that occurs on the Revdex.com response pageInstead, links have been provided below for the files: [redacted]

This matter has been addressed directly with the customerASAP provided coverage with reimbursement for repairs to the customer

Please see the attached paperworkThe customer signed a cancellation form on 2/9/ASAP processed the refund the same day

Please see the attached refund transaction receipt as confirmation the refund was issued to customer