Basic Maintenance

Thank you for bringing this matter to our attention. At ASAP we strive to serve the consumer to best of our ability.Please see the attached documents. The consumer was sent a confirmation email, detailing the terms, on the date of the purchase. A hard copy of the service contract reflecting the...

terms, was mailed as well. While we regret any miscommunication, the consumer brought their concern to our attention and requested a refund, which was completed without delay. As the customer has been refunded at their request, we hope this is a resolved matter.Thank you,ASAP Customer Service

On 06/09/2016 customer purchased a Vehicle Service Contract with American Standard Auto Protection. Customer reported the vehicle as a 2009 BMW 650, with 64,000 miles at the time of purchase. This information was sent to the customer via email to give the consumer an opportunity to review and...

confirm this information to be accurate. When the claim was filed, the consumer, as per ASAP’s request, provided maintenance and repair history of the vehicle. Please view the attached invoice from AutoWest BMW of Fremont showing on 05/20/2016 the vehicle had 64,838 miles. The VASC states under the Declarations Page & Contract Information: “I have read and understood all the terms & conditions listed in the service agreement located at www.ASAPwarranty.com and agree to be bound by these terms. By electronically signing below, I acknowledge that I am the purchaser of this contract and of legal age, have provided true and complete information and have received a copy of the Service Agreement. In accordance with the Vehicle Service Contract, [redacted] was advised on 07/27/2016: Customer was informed: On 6/9/2016 the customer purchased from ASAP informing there were 64,000 miles on the vehicle. On 5/20/2016 the vehicle was at BMW of West Fremont with 64,838 miles. The actual mileage at the time of sign cannot be verified. This is important because of the 30 day/1,000 mile wait period, which can now not be determined. Because of this misrepresentation, the contract is administratively cancelled and the customer will be provided a pro-rated refund according the contract guidelines.

The customer signed and submitted a cancellation form and the refund has been processed. Please see the attached documentation as confirmation. As the customer's request has been granted, please consider this 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,
[redacted]

ASAP has reviewed the customer's complaint. ASAP believes the customer has misunderstood the process. Please note, the customer purchased service contract for a total purchase price of $1,700, however the customer has paid to date $766.68. 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 $25.00 Cancellation fee. The customer states, the VSC would have been automatically cancelled due to his nonpayment. We believe the customer should have contacted a customer service person to explain his financial circumstances. The customer is correct. Although 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 time. ASAP hopes the customer recognizes our business as one of integrity and honesty. In closing, the customer may expect his refund in the next 12 business days. ASAP is happy to have assisted this customer to better understand the processes, and to resolve this amicably.

Thank you for bringing this matter to our
attention. At ASAP we strive to address and satisfy all customer concerns.
We have reached out to the customer by phone, and are resolving
this matter cordially with the customer. The customer was explained the
reasoning for the actions taken by ASAP...

and was told they may reinstate the
contract if they so desire. The customer did also acknowledge the refund is now
showing on their statement. For your reference, a copy of the refund receipt, which was processed 1/13/2016, by ASAP  is
attached.
The customer did inform ASAP that they would advise the Revdex.com that this situation is being resolved. Should there be any other questions, please do not hesitate to
contact us. Thank you,

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.
Problem:I purchased a an auto warranty from this company back in May 2016 only a few days after I purchased my car. History. Check engine light came on so began my claim process 05/01/17 finally received a claimed # from the company after many attempts alling 05/03/17 drop car off to local Porsche Dealership 05/04/17 - 05/06/17 dealer service office was able to contact claim dept to report findings 05/09/17 ASAP sent insector to inspect service center findings 05/10/17 inspector delivered the findings to ASAP Warranty 05/10/17 I called and was told I would have an answer on my claim by COB 05/11/17 I called again and was told I would receive an answer on my claim by COB 05/12/17 tired to called ASAP claims dept, on multi occasions and was hung up on each time. The high pressure fuel pump is the issue with a cost of over 2k. I am afraid that ASA will not pay for my repair due to the cost. I was also informed by my service manager that the company stated that they will not cover the cost of my horn repair. As per my contract both items are covered. I have followed all the required maintance since I purchased my car including oil changes. I don't understand why its taking so long for this company settle my claim.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I would like this company to pay for the repairs on my car rapidly (week of May15th) and to be reimbursed all rental car expenses I have occurred.Translate

In response to the customer's matter, ASAP does not offer a bumper to bumper warranty for any contract that we offer. The customer was sent a contract upon purchase that was to be signed electronically once reviewed and agreed upon. The contract shows specifically what is covered and the consumer is...

to review all this information before agreeing to the terms and conditions of the contract. Attached we have the contract that was electronically signed by the customer dated 07/13/2017 which can be found on the final page at the very bottom where he agreed to the guidelines. The customer was given 30 days from the initial purchase to receive a full refund if he decided the contract was not for him. ASAP specifically followed all guidelines  that were presented to the consumer from the very beginning with this and all future claims.

Thank you for bringing this matter to our attention.
On 8/10/2016 the consumer took the vehicle
to Fitzgerald Auto Mall for repairs. ASAP was contacted by the shop on that day
at 4:13 PM EST with the vehicle diagnosis. The claim was approved the same day.
Due to the late hour in the day, the...

consumer and shop were contacted the
following morning (8/11/2016). The consumer was contacted at 10:16 AM, and the
shop at immediately after by the same representative. This complaint was
submitted by the consumer on 8/11 at 11:34 AM.
For verification, please view the attached
file. This is a screenshot of notes from the ASAP claims system that are
time-stamped showing when the consumer and shop were contacted.

Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our customers.The customer purchased on 10/19/2015 and
provided a current vehicle mileage of 97,500. Immediately after account
registration by phone, the customer was sent a...

confirmation email. That email
contained the vehicle information provided by the customer, along with a
document requiring customer to provide exact vehicle mileage at that
time, VIN number and read and verify all customer and vehicle details
on the account. Customer then electronically signed the document confirming all
information within the document was accurate. This document was signed and returned
by the customer to ASAP on 10/24/2015. A hard copy contract reflecting the
information in the signed document was mailed to the customer on 10/26/15.
Customer
contacted ASAP on 11/4/2015 informing ASAP that the mileage information in the
contract was incorrect. ASAP updated the contract and sent an new email
confirmation reflecting the changes. That email confirmation stated an updated contract
start mileage of 94,795 (see attached) because of the mileage change from
97,500 to 93,795. The reason for the start mileage of 94,795 is due to a
standard 30 day and 1,000 mile required wait period for the contract to become
active.
12/7/2015
customer filed a claim with a current mileage of 94,112, which is well below the
contract start mileage of 94,795.
Because of
all of these discrepancies, combined with a claim filed prior to the contract
start, ASAP took the course of fully refunding the customer knowing that there
was no coverage available for that claim.

Please see the attached refund transaction receipt which shows the refund was issued on 09/05/2017.

On 10/13/2016 the customer was informed by telephone, and sent an email stating the refund was processed. Please consider this matter resolved.

Complaint # [redacted]The customer purchased a Vehicle Service Contract with a vehicle mileage of 108,387. The effective mileage was 109,387. At the time of the claim filing the vehicle mileage was 110,297. The customer's repair shop submitted a repair estimate of over $8,000 for multiple...

unrelated failures. ASAP sent a third party independent inspector to verify the failures. The inspector returned a report (please see attached) which states: "Both the ABS and traction lights are illuminated. The technician has notes of documentation on the repair order for the codes. No codes written on the repair order. There is an aftermarket newer right front hub bearing on the vehicle. The speed sensor harness is bright blue and OEM is not blue. There is no evidence that the front calipers are sticking. The technician next to the vehicle said the rotors were blue when the wheels were off. The vehicle is fully assembled and no failure could be seen. The rotors are aftermarket and are drilled and slotted. The inside of the rear rotors are severely gouged. The 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 time. The undercarriage of the vehicle is very rusty and someone has sprayed painted the undercarriage black over the rust. There is a considerable build up of dirt and grime from long term seeps from the oil pan gasket and the rear main seal area. There are no active leaks to a drip seen, just long term seeps. There was one drip of oil on the filter that could be from an oil change. No active leak was seen. The front right transmission cooler line is seeping due to excessive rust. No active leak to a drip. There is no visible evidence of any differential seal leaks. The extension housing seal is seeping only with dirt and grime build up. There is a metal skid plate under the engine and the power steering pump could not be seen or verified if leaking or not. There is excessive rust build up on the CV joints and axles. 2 trailing arms are heavily rusted. All failures are long term and pre existing."The customer was informed pre-existing conditions are not covered. A rental car is provided by ASAP only in the event of a covered claim, subject to the contract terms and conditions. The customer signed a cancellation refund agreement (please see attached) accepting $450 as the pro-rated refund amount. Please 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 page. Instead, links have been provided below for the files:
[redacted]

We have completed review of the customer's concern. Please see the attached contract signed by the customer. The customer has agreed to the terms and conditions of the Vehicle Service Contract. A claim for a replacement transmission was filed by the repair shop on August 28, 2017. The same day...

the customer was requested to supply ASAP with the vehicle's maintenance history. The following day, the customer contacted ASAP stating the records would be provided during the latter part of that day- which they were. On August 30, the customer contacted ASAP requesting claim status and informing us his daughter was still driving the vehicle while awaiting a final claim outcome. On August 31, the customer was informed that as per the terms and conditions of the service contract the claim was not covered. The coverage was declined due to the transmission failure having been acknowledged by the vehicle manufacturer to be a common issue with these vehicles. The manufacturer has released a Technical Service Bulletin directly related to this transmission failure. The purpose of the bulletin is to instruct shops how to repair this issue. The Vehicle Service Contract states under section "Exclusions" number 11 that a failure related to a Technical Service Bulletin will not be covered.After a thorough re-review of this claim, we have found the claim was administered in accordance with the terms and conditions signed and agreed to by the customer.

Please see the attached paperwork. The customer signed a cancellation form on 2/9/2017. ASAP processed the refund the same day.

The customer brought her vehicle into the repair shop on 9/5/17. The shop stated the transmission needed to be replaced. ASAP authorized the transmission replacement and 5 days of rental car for a total authorized amount of $3,559.86. Please see the attached shop invoice claim authorization form...

signed b the customer.

Thank you for bringing this matter to our attention. On 8/26/2016 the customer brought the vehicle, a 2009 BMW 335i to the repair shop. The shop diagnosed the vehicle stating both Turbo Chargers, High Pressure Fuel pump, and Oxygen Sensor had failed and needed to be replaced. The turbos' waste gates...

were making noise, and the oxygen sensor and fuel pump had electrically failed. ASAP sent a third party independent inspector to view the vehicle and confirm the failures. Please see the attached inspection report which states: "The inspector verified a rattle noise and a hesitation at cruise speed, but the tech could not show the cause of the noise or the hesitation at this time. Further diagnosis and possible disassembly is required to verify the noise and any turbo failure. There was no verified turbo waist gate failure at this time. There was no verified failure of the high pressure fuel pump or the RFI (oxygen sensor) sensor at this time."   On 9/1/2016 ASAP informed the customer and shop of the inspectors findings. The customer stated he would authorize the shop to disassemble and perform further diagnosis so the failures can be confirmed by the inspector. On 9/8/2016 the shop called stated the disassembly was complete and requested the re-inspection to take place on 9/12/2016. The inspection took place as scheduled. The inspection report (also attached) states: " The inspector verified there is a rattle noise from the engine and a hesitation at cruising speed, but no check engine light. The source of the noise and the hesitation was still not verified by the inspector as the vehicle was not disassembled to the point of failure." We have also attached a photo of the engine compartment taken at the time of the re-inspection. The photo shows, as the report states, there has been no disassembly.   In closing, ASAP cannot assist in a scenario where false information is provided by a customer or repair facility in relation to any claims needs. It is unreasonable for the customer to request a full refund of all monies paid. Please note that on 8/9/2016 the customer filed a claim for the Low Pressure Fuel Pump  which was authorized by ASAP and paid for the amount of $435.90. The customer is also requesting a $500 "inconvenience" fee. The customer was not "strung along." ASAP has done its utmost to assist the customer with repairs only to be given false information at the point of the claim.

American Standard Auto Protection would like to apologize for the delay in the consumer's refund and any inconvenience this may have brought. ASAP has since corrected the refund issue and provided the consumer with their refund. Attached you will find a copy of the refund receipt to the consumer in...

the amount of $1,841.67.  Please note, as a measure of good faith, ASAP will be sending the consumer a $25.00 gift card to be used at the consumer's discretion without any obligations.

The customer purchased this Vehicle Service Contract on 8/1/2016, and signed the contract on 8/2/2016 (please see attached). The customer filed a claim on 9/6. The repairs needed we for the air conditioning system, and the brake pads and rotors. The contract does not cover those parts. The customer...

was never given advanced notice that the repair would be approved due to these parts not being eligible for coverage. After review, the claim was evaluated according to the terms of the Vehicle Service Contract.

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.

Good morning I have just sent a email and I think you will agree I'm right with all my info. ( if it was read)  Im sure you own a vehicle you can see I followed up as you would and final out come why would I change the oil again .There response back to me was totally not checking they speculate on what the oil may have looked like without even talking to any of the mechanics.all recipes just the one which they think benefits them  if you want to see the receipts I can forward them to you [redacted] Sent from my iPhone