Basic Maintenance

Attached is a cancellation form signed by the customer agreeing to the refund amount of $827.63. Please see the attached refund transaction receipt totaling that amount as verification proof of the refund completion.

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

Thank you for bringing this matter to our attention. At ASP our integrity is of utmost importance. We recognize our failure in responding to this customer and have taken the necessary steps to avoid this type of situation for other customers. We offer our most sincere apologies for this...

incident. Please see the attached refund transaction receipts which show, as the customer requested, we have issued a full refund.

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.
If you read my complaint, they’re giving you (Revdex.com) the EXACT same reason they gave me for not honoring my refund which is simply “You signed the contract.”That is unacceptable and inexcusable. I have discovered that there are also others who were also fraudulently sold “bumper to bumper” warranties via Sales Reps. No matter how many times American Standard Auto Protection says they don’t offer Bunper To Bumper warranties it doesn’t change the fact that their sales reps are telling customers that’s what they’re getting. Attached is a complaint from at least one other person who was also fraudulently sold a Bumper to Bumper Warranty. I can’t make this stuff up. I have found at least 5 other similar complaints revolving around the Bumper to Bumper idea. With the way this is happening I’m sure there are many more.I’ve already begun the process of collecting signatures for a class action. I’m not sure exactly how the rest of this process goes. However feel free to tell that company to be prepared for legal action whether I get a refund or not. It’s about the principle of doing shady/illegal business. 
Regards,
[redacted]

We have spoken directly with the customer on this issue and the matter has been resolved to the customer's satisfaction.

Please find the attached refund transaction as confirmation the customer's refund has was issued August 25, 2017. We have since spoken with he customer. The customer confirmed the refund was received.

Please see attached, the customer received a refund for the amount requested. Please consider the matter resolved.

Effective Date: 11/01/2015 Effective Start Mileage: 87,675 Miles   The customer has filed four claims with ASAP: 1.       Filed 11/4/2015. Vehicle mileage was 87,560 (prior to effective start mileage) Customer was informed the transmission failure was a...

pre-existing condition. The customer was very upset. In order to satisfy an upset customer ASAP offered to provide a salvage transmission, to which the customer agreed. 2.       Filed 12/29/2015 Amplifier failure. Customer was informed amplifiers are not covered by the contract. 3.       Filed 3/2/2016 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 leak. The supplier of the salvage transmission sent another transmission. An authorization for the amount of $588.00 to cover the replacement labor less the customer's deductible, was sent to the repair center for that repair. That replacement transmission was never installed and the customer is still operating the vehicle using the first transmission supplied by ASAP. 4.       Filed 01/20/17. Vehicle mileage was 99,317. The vehicle now needs a complete engine replacement. The transmission still has not been replaced. ASAP sent a third party independent inspector to view the vehicle. The 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 engine. The engine was shut off right away due to the excessive noise from it. The 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 bumper. The oil leaks appear to be coming from the upper right timing cover, oil pan and oil cooler. The oil is currently full at this time and was topped off on arrival to the shop. The oil is very clean. With the extent of the oil leak this will run the engine low very quickly. The 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 16. 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 appears. The engine is leaking heavily causing the oil to run very low on a constant basis. The continued operation of the engine while low on oil caused an internal engine failure. ASAP does not have any responsibility to cover a repair caused by customer neglect. In 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 Contract. We have even gone beyond the contract guidelines to assist a customer in need after a repair was deemed a pre-existing condition.

After review of this complaint, although ASAP has found no wrongdoing in this case, ASAP will provide the customer with a full refund. A cancellation form has been sent via email to the customer's email address on file. We request the customer sign the form electronically. ASAP requests the customer allow 12-14 business days for the refund to show on their statement.

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.

 
As of the date that I filed the complaint payment had not been received by Landers McClarty. I paid my portion of the repairs which I understood were not covered by the extended warranty. I had called to inquire about cancelling my contract back in October but felt like if ASAP had not paid my claim yet it would be unwise of me to cancel until this was resolved. Had ASAP responded in a timely manner I could have had my cancellation processed 2 months earlier and my refund would have been more substantial. I am continuing with my request for a refund of $925.00.

Thank you for bringing this matter to our attention. February 3, 2017 the customer purchased a Vehicle Service Contract for a 2010 Volkwagen Passat. The vehicle mileage was 85,300. The contract effective date was March 5, 2017 and the effective mileage was 86,300.March 16, 2017 the customer...

took the vehicle to a repair shop. The vehicle mileage was 87,833. The shop reported to ASAP the engine was leaking heavily from the rear main seal and had low oil pressure. These factors lead the shop to recommend replacement of the engine. ASAP requested the customer provide all of the vehicle maintenance history. The documents provided by the customer to ASAP yielded the following results:(the customer was informed of all of the below information)"Customer purchased the vehicle with 19,338 miles. Volkswagen requires oil and filter changes every 10,000 miles. Oil changes were done at the following mileages:30,03649,36558,76866,93970,092- at this mileage, the engine oil pan was replaced and shop noted there were rusted metal chunks in the pan (indicating an internal engine problem)76,46583,298- at this mileage there was a heavy crank case breather leak (which would cause the rear main seal that is currently leaking because the breather is right behind the seal) there was carbon buildup in the engine that was cleaned, and the timing chain tensioner was replaced.87,581- at this visit the low oil light was on, shop couldn't determine why and stated it was either due to sludge or incorrect oil- maintenance records show correct oil was always used.After full evaluation of all of these facts- ONE oil change was completely missed from 30,036 miles to 49,365. The engine has had ongoing concerns dating back to the mileage of 70,092. The contract does not cover failures due to lack of maintenance and it also does not cover pre-existing conditions."The Vehicle Service Contract requires the customer to maintain the vehicle according to the manufacturer specifications (see attached contract, Section "Your Obligations, number 3) As outlined above, this is a long term issue the customer had been dealing with well before the purchase of the Vehicle Service Contract (see attached contract, Section "Exclusions" number 12.)

Thank you for bringing this to our attention, the vehicle was brought to the repair facility on 10/9/17 with a transmission concern where the vehicle was jerking when it was put into gear. ASAP requires maintenance records to be submitted to us in order to verify the maintenance was performed at the...

proper intervals as per the manufacturer’s specifications. Once all the records we received and reviewed an inspector was scheduled to view the vehicle to verify all the concerns. Upon the inspection the vehicle was found to have codes present in the system. While reviewing the report submitted and verifying the codes it was found there is a technical service bulletin pertaining directly to the customer vehicle based on vin number and the three codes present. The contract the customer signed electronically states under the exclusions section number “11. Any service that the manufacturer recommends pursuant to a recall announcement or technical service bulletin that applies to your vehicle, and any breakdown of an otherwise covered part if you fail to have the vehicle repaired or reprogrammed pursuant to a notice of recall or service bulletin, an such repair or reprogramming would have prevented the breakdown.” The outcome  given was based on the contract guidelines.

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]

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.
My truck is not a commercial vehicle! I have told several people from American Standard Auto Protection this as well as provided email documentation and offered to provide a witness to state that my truck was NEVER used as a commercial vehicle. I will need you to fulfill your contract and provide full coverage for my auto repairs. Any refunds or credits will go towards the repairs of my vehicle as I have already stated.  -- Your company stated twice on the phone to my husband and I on speaker phone and said the reason you did not want to uphold your contract and warranty the truck was due to the cost. I have witnesses to this fact. What your company is doing is unlawful and this will go to court. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11624585, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. ASAP will always do what is necessary to assist every customer. The customer requested to cancel on April 4th, 2016 and submitted a cancellation form (see attached) for a full refund of $300 on April 5th, 2016. The refund was processed by...

ASAP the same day, 4/5/2016. (see attached) Because the customer's concerns have been addressed, we respectfully request this complaint to be resolved.

We have spoken with the customer and assisted with cancellation. The customer accepted a refund $1158.78 which has been issued by credit card. Please review the attached files as confirmation.

Thank you for bringing this matter to our attention. The consumer purchased a Vehicle Service Contract from ASAP on 4/7/2016, with mileage of 98,946. All contracts require a 30 day and 1,000 mile wait period in order activate coverage. The contract became active on 5/7/2016, and 99,946 miles. (Note:...

the consumer stated the purchase price of $2,500. The consumer has a arranged a monthly payment plan with ASAP. To date, the consumer has paid $788.00.)On 7/18/2016 Mercedes Benz of Stockton contacted ASAP to initiate a claim. The mileage at the time of the claim was 101,101. The shop provided the following diagnosis to ASAP:Customer Came in For:CHECK ENGINE LIGHT IS ON, NO SYMPTOMSShop Diagnosis:SHOP FOUND THE INTAKE CAM SHAFT HAS AN INCORRECT POSITION ON BANK 2, STATING THIS IS A MECHANICAL FAILURE OF THE GUIDE WHEEL INSIDE THE ENGINE WHICH IS CAUSING THE CONCERN. SHOP STATES THIS FAILURE IS BASED ON THE CODE ITSELF AND EXPERIENCE. SHOP STATES THE ONLY WAY TO TRULY VERIFY AND DEMONSTRATE THE ROOT CAUSE OF THE CONCERN WOULD BE THROUGH A TEAR DOWN. SHOP RECOMMENDS REPLACING THE GUIDE WHEEL TO RESOLVE THE ISSUE. SHOP STATES THE TEETH ON THE SPROCKET CAN GET NUBBED OFF WHICH CAN CAUSE INCORRECT ROTATION OF THE TIMING CHAIN AND CAM IF THE FAILED GUIDE WHEEL IS NOT REPLACED. Error Code:2389 Error Description:BANK 2 INTAKE CAM SHAFT INCORRECT POSITIONBased on the diagnosis provided by the repairing facility, a Mercedes Benz Certified Dealership, a major point is their opinion of this being a MECHANICAL FAILURE. The Vehicle Service Contract has been active for only 1,155 miles. A mechanical failure of this magnitude would many thousands of miles to develop. The attached signed VSC states: (Exclusions, 12) "ANY REPAIR OF A SYSTEM, ANY EQUIPMENT OR PART IF IT IS DETERMINED THAT THERE IS A REASONABLE MECHANICAL PROBABILITY THAT THE CONDITION CAUSING THE FAILURE EXISTED PRIOR TO OR AT THE TIME OF PURCHASE OF YOUR CONTRACT, WHETHER KNOWN OR UNKNOWN AT THE TIME OF PURCHASE OF YOUR CONTRACT." Neither ASAP nor any of its competitors cover pre-existing conditions.After a thorough review of the details of this repair and the VSC terms and conditions it is determined ASAP has declined the repair in accordance with the VSC.

Thank you for bringing this to our attention. ASAP Warranty will contact Mr. [redacted] on June 8, 2015ASAP Claims DepartmentAdvocacy Seciton

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.  I did in fact receive an email stating a full refund of $400.00, but it has not reached my account at this time.
Regards,
[redacted]