Basic Maintenance

Thank you for bringing this to our attention.American Standard Auto protection Sincerely apologizes for any misunderstanding, whether on the part of ASAP or the consumer.The consumer brought this to the attention of ASAP, and ASAP immediately acted on this and refunded the consumer his payment in...

full.ASAP wishes the best to the consumer, and hopes the consumer will return to ASAP, as he stated, he found the price to be competitive.Thank you

ASAP has reviewed all files relevant to this concern. We have not found any information stating the customer was promised ASAP would authorize a labor rate of $160 per hour. The customer filed a claim for the vehicle and the repair was authorized and paid for by ASAP. Please see the attached claim authorization form, in which the customer acknowledges satisfaction with the authorized repair, which was signed by the customer.

On August 2nd, 2017 the customer dropped their vehicle off at a dealership for repairs. The shop contacted ASAP the same day, shortly before the claims department closed for the day. The shop informed us of an internal engine failure as well as an air conditioning system failure.   The next...

day the customer was left a voice message to call the ASAP claims department. An email message was also sent to the customer requesting the customer send the vehicle's maintenance records to the claims department. On August 8th, 2017 (six day later) the customer sent the maintenance records via fax. After review of the records submitted, the customer was informed:   "The vehicle was purchased on the date of 11/26/16 with a mileage of 122,679, The vehicle was brought in for an oil change on 6/12/17 with a mileage of 134,665. The vehicle was driven for 11,986 before an oil change was performed. The owner's manual states the oil is to be changed every 8,000 miles. Due to the vehicle not being maintained properly as per the manufacturer's set interval ASAP is unable to assist with the engine concerns. Regarding the a/c condenser that part is not covered by the "Total Care" contract." The customer's contract states: "3. Records and Maintenance a) YOU must properly maintain YOUR VEHICLE by performing maintenance services, at the proper intervals, according to the recommendations of YOUR Owner's Manual or as otherwise specified by the MANUFACTURER. Failure to follow the recommendations made by the MANUFACTURER in YOUR VEHICLE Owner's manual or as otherwise specified by the MANUFACTURER will result in a denial of claim." Rental car coverage and diagnosis coverage are only provided for covered claims. After a complete review of the customer's claim file, we have found the claims department has administered this claim correctly and in accordance with the Terms and Conditions of the Vehicle Service Contract.

The customer filed a claim for $4,270.96 156 miles after the contract started. ASAP does not cover any pre-existing conditions. Please see the attached refund transaction receipt as verification the refund has been completed. As we have satisfied the customer's request, please consider the matter...

resolved.

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 AND I HAVE REACHED A SATISFACTORY RESOLUTION ON COMPLAINT ID

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]

The document we sent (attached again for clarification) is charegeback notification stating the customer has been issued a credit from the issuing bank. The document specifically states "DO NOT ISSUE CREDIT!" We cannot issue credit at this point because the funds have been deducted from us by the bank and credited to the customer. We are not refusing a to issue a refund. We can no longer issue a refund due to the customer having charged back resulting in the bank issuing the funds. The customer stated we are fighting the charge back to get the retrieve the funds. We have not, and do no intend, to fight the chargeback. As a result of the chargeback, the contract has been cancelled and we longer have any obligations to this customer.

Thank you for bringing this to our attention. American Standard Auto Protection would like to apologize for the delay the repair facility faced in receiving a payment and the inconvenience faced by the customer. In order to rectify this issue, American Standard Auto Protection has made an in-full...

payment to the repair facility on June 23rd 2017 for the claim # 416629087.

We have reviewed the customer's concern. The customer brought the vehicle into the shop for 2 unrelated concerns. The first concern was to replace the passenger front seat belt buckle assembly. Please see the attached contract, Section Exclusions, number 18 which states Safety Restraint System...

including seat belts are not covered. The other concern is the right front doorlock actuator had failed. It is with deep regret the repair was improperly declined by ASAP. We are attempting to reach the customer to provide coverage details so the repair may be completed.

American Standard Auto Protection is requesting of the customer to provide the bill of sale for his vehicle to further determine how to proceed with the customer's request. Thank you

We would like to thank you for bringing this to our attention. American Standard Auto Protection provided the customer with a prorated refund amount based on the Vehicle Service Contract purchased by the customer. On Feb 27th 2017, the customer filed a claim for shifter and shocks. This claim was...

approved by American Standard Auto Protection for a total amount of $390.63. The customer requested to cancel on May 2nd, 2017 and was sent instructions on the cancellation process. The customer submitted the necessary cancellation information to American Standard Auto Protection on May 7th, 2017. The customer was sent a prorated refund amount reflecting the time and mileage used and less the claim approved by American Standard Auto Protection on Feb 27th, 2017 in accordance with the guidelines of the American Standard Auto Protection Vehicle Service Contract. Upon receipt of the refund calculation, the customer stated that the repairs were never performed on the vehicle. American Standard Auto Protection spoke directly with the repair facility and was informed that no repairs were needed for the shifter and shocks but instead repairs work was for auto body repairs (something not covered by the contract). American Standard Auto Protection resent the customer a new cancellation form that reflected a prorated amount based on time and mileage on June 16th 2017. An updated cancellation refund form was sent to the customer for the refund amount of $1,587.50. The refund amount was based on the cancellation terms listed with the Vehicle Service Contract signed by the customer.  “b) After thirty (30) days following the commencement of the CONTRACT period, YOU may cancel this CONTRACT. The refund will be the lesser amount calculated as: (i) a time pro-rated amount, based upon the time expired since the CONTRACT was purchased; or (ii) a mileage pro-rated amount, based upon the number of miles the VEHICLE has been driven since YOU purchased the CONTRACT; and less any claim payments, reimbursement or service rendered to or on behalf of you during the CONTRACT period. ALL CANCELLATION REFUNDS AFTER THIRTY (30) DAYS ARE SUBJECT TO A $25 PROCESSING FEE.” American Standard Auto Protection will process the refund for the customer as soon as the customer completes the cancellation form.

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.
This is a very strange response from the business. I can't decide if they're being intentionally obtuse, or are honestly incapable of critical thinking. Either way, my response is simple: the car had 114,200 miles on it when I signed the contract, and later that day (when it needed a tire replacement), it had an additional roughly 130 miles. If the company expects customers to put their cars in museums and not drive them, this should be stated in the contract. I want to reiterate that this mileage was "normal" driving, and the car was FULLY inspected by BMW prior to being covered by this warranty, and the BMW dealership gave the car a clean bill of health (see attached scans). There was absolutely NO misrepresentation, and the matter is very simple to understand. The warranty company must honor its commitments, regardless of the bill size from BMW; trying to find an excuse to cancel the contract because the bill is unexpectedly high is both dishonest and illegal. It is very disappointing that the warranty company is choosing to act in bad faith. I am now forced to proceed with a tort claim. Additionally, the company informed me via phone that even if they hadn't fraudulently canceled my contract, they would not have covered my repairs. My inquiry to the company prior to engaging coverage (see attached email) asked: "Also, I'm curious about what is "excluded" from coverage -- does this cover my entire car, bumper to bumper, or are there some "excluded" parts of the engine, exhaust system, etc (common to other warranty companies)." The company's response was: "It is a full mechanical and electrical warranty so only cosmetics and maintenance are excluded". This representation was material to my decision to contract for the warranty. Their salespeople should not be able to lie to consumers in this fashion.
Regards,

ASAP has provided a refund to the customer in the amount of $660.88. Please see the attached receipts as verification.

ASAP received the inspection results. After complete claim evaluation, the customer was notified of the authorized repairs. The inspector also found there were repairs requested by the repair shop however the requested components were not failed.

Thank you for bringing this matter to our attention. We would like to process this refund, however, the customer has stated to ASAP an intention of calling his/her credit card banking institution to dispute the charge. ASAP must take precaution in this case because if the charge is refunded by ASAP...

and disputed by the customer, ASAP will be deducted double the purchase price amount. At this point, we simply request the customer notify us in writing that there are no intentions of disputing the charge. Customer can simply email [redacted]

Than you for bringing this matter to our attention.The customer brought the vehicle to the repair center on 11/9/2017 with an issue of a low coolant light and overheating. The repair facility reported the radiator was leaking from the driver side lower corner and also performed a hydrocarbon test...

which shows there was exhaust entering the coolant system, which due to a head gasket failure. ASAP sent out an inspector to verify the concern on 11/15/2017. The inspector verified the radiator and head gasket failure, noting the head gasket failure was solely due to an overheat from continued operation of the vehicle with a leaking radiator. ASAP authorized the radiator and informed the customer that failures due to secondary and consequential damage re not covered, The contract states under Section "Exclusions" number 8: Any consequential or incidental pecuniary or secondary damages."After a full review, we have that the claim was properly administrated according to the terms and conditions of the Vehicle Service Contract.

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 issued the customer a refund using the original method of credit card payment. Please see the refund transaction receipts as confirmation.

On 10/12/2016 the customer informed ASAP that the vehicle had been sold. The customer was advised there would be a pro-rated refund available in the amount of $304.17. The customer was unhappy with that amount. As a courtesy, ASAP increased the refund amount to $550.00, to which the customer agreed. The refund was processed on 11/16/2016.

This matter has been brought to out attention. We are currently communicating with the customer to attain a resolution. We hope to reach this resolution within 24 hours.