Basic Maintenance

The customer may have made an assumption of what the contract covers or does not cover. That assumption does not override the contract that was signed or the product that was offered. In reference to the customer finding other cases, unfortunately, there are other people who do the same thing. They are offered coverage for their vehicle and assume the coverage to be something it is not. ASAP has covered many claims in its history based on the contract guidelines for the vehicles we cover.

Thank you for bringing this matter to our attention. This matter has been investigated. Internal phone transcripts have found the customer was not told by the salesperson named in the complaint that the air conditioning system would be covered. After this was told to the customer, the customer...

requested to cancel the contract. ASAP sent an e-mail detailing the cancellation procedure to the customer. If the Revdex.com desires the phone recording for their records, it is readily available.

The customer's explanation is not accurate. The diagram provided is a schematic of the repair procedure to replace the vacuum pump. It is not a schematic of the makeup of the vacuum pump itself. The gasket in the diagram is an intake manifold gasket. It is not part of the vacuum pump. It is not our contention that the intake manifold gasket is leaking. Please 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.

The customer's claim has been covered and the customer has been made aware. ASAP authorized the replacement of a fuel pump and authorized the required labor to replace the part. The customer was informed of this authorization . The customer was also informed ASAP has not yet received a claim diagnosis from the repair shop for the horn. ASAP did not deny a claim for the horn, we simply did not receive a request for replacement. The customer was advised to have the repair shop contact our claims department to submit information for the horn replacement to be evaluated. We will contact the customer once we receive that information.

ASAP contacted the customer regarding this concern. The customer was happy to receive a full refund for a total of $750.00 paid by the customer. Attached are refund transaction receipts showing the refund has been completed (there is an additional receipt for $30.00 for which there was not enough...

space to upload.)

In the customer's letter he indicated that Great Canadian Oil Change is not certified for anything but oil changes. That is odd considered this chain offers multiple services including filter replacements, power steering fluid flushes, transmission fluid flushes, along with many other maintenance services. You may visit their website which is GCAC.CA. The invoice shows that all other services were either completed or not necessary. Only the transmission fluid was recommended. Neither ASAP nor the customer should be speaking on the qualifications of the servicing technician who recommended this service. As we have said before, the invoice is a binding document which clearly states the transmission needed service and was declined by the customer. Furthermore, the customer stated he went to a dealership for a key FOB to be programmed and while there, he asked for the transmission fluid to be checked, and was told it was in good condition. The customer stated there was no charge, so no bill. None of this is in writing therefore at this time it cannot be substantiated. ASAP must stay with our original decision, stating a scenario where a customer neglects maintenance for a vehicle causes the failure resulting from that neglect to become the customer's responsibility.

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]

Mr. [redacted] had given me an offer on Feb 6, 2017. I was not happy that they wanted to cancel, But if it covered all repairs that they have not covered based on my original purchased bait, and switch policy. I would follow through with there request to fix my car, and terminate the contract. Here is what they offered. Mind you this offer was to drop any engine in, and cancel on delivery of said engine once keys were handed off to me.  Mr. [redacted],  Pursuant to our telephone conversation of February 2, 2017, in reference to the above mentioned Vehicle Service Contract number, and in particular to Claim # 416627337; Wherein, you have agreed to the following Terms & Conditions, with respect to resolving the above claim number;1.       ASAP shall procure a “USED” replacement motor for your vehicle, to be delivered to a repair center, “[redacted]”,2.       YOU are allowing a time frame of 120 days from the date of your response email, confirming your acceptance,3.       YOUR servicing center will pick up the 2nd replacement transmission from European Auto Werks, which you may install or not,4.       Upon delivery of the replacement “USED” motor, your Vehicle Service Contract, No. 57517148 will no longer be in effect,5.       That the amount YOU paid for the VSC on 10/02/2015 shall not be reimbursed to YOU, AND THAT YOU ACCEPT THE CANCELLATION AS IN FULL.
I gave a counter that would do two thing's one get me a better engine, help again pay to install another Transmission that I feel should have been fully covered the first time, and was not. and again declined installation by the company based on their financial concerns?  Completed, that is doing the repair work of the BMW 650I. Upon my arrival to  “[redacted]”, today and upon speaking to [redacted]. He is of the assurance that the claim is denied. That no contact from your office has been made, and that he has not been given courtesy to agree of the terms of the repair or, completion time of repair. I feel he does not agree, and may need some assurances from your office. Currently he wants me to tow the vehicle, and return it at a latter date? In which he still does not agree of you providing the motor? So I am currently in a pickle as to what we are to do.  I gave another counter against my better judgement because I needed this car fixed.  Are we in agreement in that the Transmission installation will be covered like the engine? The only reason I did not install the Transmission is that I was beeing told to handle $2,500.00 dollar install after already paying that much from previous claim. Dan [redacted].   Mr. [redacted], First, with respect to the used second transmission – ASAP is offering it to you, free of charge, and will not pay the labor fees for installation. Additionally, with respect to the servicing center, [redacted] – they have not been contacted as of yet. If you agree to the terms set forth below, they will be contacted and given assurances with respect to the payment for the used motor install. Thank you Mr. [redacted] I guess you may have decided to go back on your word with completing this transaction since I have not heard anything from you since February 6th 2017. I have a counter offer for you, and your company. I'm willing to put $4000.00 dollars towards replacement of my engine, and Transmission. If you, and your Company agrees? Then I would expect that you would find me a good Engine that will hold for one year 12,000 miles, and deliver my Transmission that was left at European Auto shop and deliver that Transmission to a repair shop of my choosing, with a good Engine, and with my moneys your company will install said Engine, and Transmission. Any, and all other expenses will be covered by your company. Meaning I will provide no more than $4000.00 dollars, and your company will complete all installation. I would also request this would be completed no later than March 24th, 2017. This would be the second time I had to provide income to your said I'm covered by your insurance. I feel this is a outstanding way of getting; out of this contract. I will make no further offers, I will provide the Revdex.com with this email letting them know I tried to end this dispute with you, and your company. I look forward in hearing from you in seeing if you agree to this agreement. Dan [redacted].  Now that they figured out the engine is a cost situation they do not want to cover due to user error? Again the blame me for the problem. A oil change was done less than hundred, and fifty miles, no records were asked for? In all circumstances they ask for maintenance records to see if work was completed. In the last 18 mounts I paid fourteen thousand dollars, and covered almost everything they baited, and switch me on in their contract I was sold. To date all they have done is provided a defective transmission. Left me with all the other bills. They use every thing in their arsenal not to pay a claim. Nothing I mean nothing has been resolved, repaired, or has been taken care of. I have a car that is broken, and I paid for warranty, Yet I pay for all labor, and incidentals. I have to offer up more money to get turned down for repairs because it does not fit their bottom line. This company needs to be held accountable for their business actions.

The customer's response (rejection) has been received by ASAP. We called the customer to see about a resolution. The customer is unhappy that ASAP authorized the repair according to the contract signed by the customer. The customer has requested to receive a refund. A cancellation email has been sent to the customer.

COMPLAINT ID # [redacted] Regarding this complaint, the customer filed a claim for the vehicle's air conditioning system. The cause of failure was that the A/C blower motor and the blower motor regulator. The blower motor is listed in the vehicle service contract as a covered part. The regulator is...

not. The consumer became upset when informed of the coverage details. ASAP then offered a $100 courtesy authorization in addition to the blower motor coverage. The consumer accepted the $100 and proceeded to file with the Revdex.com.  A copy of the Vehicle Service Contract electronically signed by the consumer, which discloses all the of the covered parts, is attached for review. Please see page 6 number 13 for A/C coverage details.

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 have not received a refund. PER your email, I sent this in September 27, 2016. I have yet to get my money back, this is unacceptable. I have already posted negative reviews all over and will continue to do so as ASAP is not a reputable, responsible, or customer friendly outfit.
Regards,
[redacted]

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]

Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our customers.We have attempted to contact Mr. [redacted] to provide additional assistance regarding the cancellation email and cancellation form but have not been successful in reaching Mr....

[redacted].We have attached copies of multiple emails sent to the customer's email address with a link to complete the cancellation form.American Standard Auto Protection requires all customers who wish to cancel, to complete a short cancellation form.Once the cancellation form has been completed, the customer's refund of $1,975.00 will be processed within 48 hours.According to our mailing system, the emails were sent successfully to Mr. [redacted]'s email address: [redacted]If Mr. [redacted] is having trouble receiving email from American Standard Auto Protection, Mr. [redacted] may access the cancellation form by visiting his member's portal at www.asapwarranty.com/members.html.

After 5 days of being in contract the customer's vehicle experienced 20 failed parts and submitted a repair estimate of $3,520.49. As the customer stated, this was only 5 days and 159 miles after the effective date and mileage of the Vehicle Service Contract. Please view the attached inspection...

report which states 12 of the 20 parts were not even failed. It also states the other parts are deemed as a pre-existing condition. ASAP covers many claims on a daily basis. Unfortunately, there are two important factors in this case which caused ASAP to decline coverage. Firstly, a request for payment of repair for non-failed parts. Secondly, 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 parts. The inspector deemed the failed parts to be a pre-existing condition and found the other parts were not failed. Therefore we declined coverage as any other service provider would.

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.
 The Vehicle Was Purchased 11/26/16......My Contract with asap was purchase 01/20/17...now anything that haven from 11/26 to 01/20....I was still not covered under extended warranty......why would they go back to the day the vehicle was purchased when I didn't even had a contract with then again?....that's why they do the 30 days trial....in case anything happen.they not responsible...but this happen 8/02../16.............I had informed asap that I couldn't get the other maintenance record cause I wasn't able to travel  a use of no transportation. ..their customer service just said they were gonna cancel the claim and that's it....same day I dropped off the car they told me I could get a rental car ...wish all the expenses had to come out of pocked.....I spend weeks traveling uber for work...I pay the dealership for the expensive engine internal check.....so now I'm asking my self...why am I still paying for extended warranty if they don't do anything for me?............I want my money back since day one I started with then.

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.
[redacted]
 
 As stated before and very clear, the TBS is just information in case of a breakdown on how to fix it, this TBS was issued in 2014 and I purchase the car and contract in 2017. In addition I have the service record from Car Fax almost since the car was new.

COMPLAINT ID # 11550657 Per this complaint request by the consumer, a full refund was provided on August 3, 2016. Please see the attached refund transaction receipt.

The customer has signed cancellation agreement for a refund amount of $382.63 (please see attached.) We have attached as well a refund transaction receipt reflecting that amount.

The customer states she understood certain repairs were not covered. The fact is the customer was upset ASAP did not cover a battery and drive belt. A customer's cancellation is not connected with a shop's claim payment- one does not effect the other. The attached contract is very clear regarding the terms of cancellation. The customer purchased a contract, used it, and received coverage. If the customer would like to cancel ASAP respectfully requests the cancellation procedure be followed the customer.

This customer purchased two Vehicle Service Contracts from ASAP. Please find the attached refund transaction receipts as confirmation the customer's refunds have been issued.