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 This is a very strange response from the businessI can't decide if they're being intentionally obtuse, or are honestly incapable of critical thinkingEither way, my response is simple: the car had 114,miles on it when I signed the contract, and later that day (when it needed a tire replacement), it had an additional roughly milesIf the company expects customers to put their cars in museums and not drive them, this should be stated in the contractI 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 understandThe 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 illegalIt is very disappointing that the warranty company is choosing to act in bad faithI am now forced to proceed with a tort claimAdditionally, the company informed me via phone that even if they hadn't fraudulently canceled my contract, they would not have covered my repairsMy 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 warrantyTheir salespeople should not be able to lie to consumers in this fashion Regards,

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 document they have sent is just showing that my credit card company is disputing the charge with them, It does not mean they have agreed to refund the money what they have sent is just showing that the credit card company temporarily credited the money to me until the issue is resolvedThey are trying disput the chargeback and have not agreed to issue a refund

Regarding the most recent claim, the customer has confirmed confirmed that the vehicle was brought in for a noise which, as we previously stated, does not qualify as a breakdown to covered by the contractRegarding the air condition condenser, customer acknowledged that SAP paid for itThe labor paid is for installation of the condenserLines are not covered by the contract therefore any labor associated with lines is the customer's responsibilityASAP has not received a claim stating the air conditioning compressor has failedIt is unreasonable for the customer to request ASAP to provide a full refund and "eat the repairs." The customer's contract states regarding cancellation that any refund will be pro-rated, less claim payments as well

ASAP contacted the customer regarding this concernThe customer was happy to receive a full refund for a total of $paid by the customerAttached are refund transaction receipts showing the refund has been completed (there is an additional receipt for $for which there was not enough space to upload.)

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 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

Thank you for bringing this matter to our attentionThe customer purchased the contract on July 28th The contract became effective days later on August 27th, 2016, with an effective mileage of 103,The customer has electronically signed the Vehicle Service Contract, agreeing to all of the terms and conditions (please see attached)On September 19th, 2016, with the vehicle mileage of 104,237, the customer took her vehicle to a repair facilityThe shop filed a claim for both front drive axles, leaking valve cover gaskets, and air conditioning vent actuator, and the drive belt and tensionerASAP dispatched a 3rd party, ASE certified inspector to view the vehicleThe inspector's report verifies the failures are all pre-existing to the contract (please attached)In her written complaint to the Revdex.com, the customer stated her reason for purchasing the Vehicle Service Contract was because she suspected the car needed workThe Service Contract discusses pre-existing conditions will not be covered by ASAP (please see attached, Section "Exclusions" number 12)The customer was informed of the claim and requested to cancelThe customer was sent an e-mail with cancellation instructionsAfter review of the claim and the contract terms and conditions, ASAP has acted in accordance with the contract

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 requestThank you

This matter has already been addressed with the customer as he has revived his funds through the credit card issuing bank

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 and I purchase the car and contract in In addition I have the service record from Car Fax almost since the car was new

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

This customer's complaint is noted by ASAPPlease be aware, while waiting for the refund, the customer informed ASAP that he initiated a charge-back with the credit card issuing bankOnce a customer notifies us of a pending charge-back, we are not able to provide a refundThe reason for this is that the customer would then receive double the amount of money from ASAPWhile there is recourse ASAP can take to reacquire those funds, we must err on the side of caution and await the charge-back notification documents confirming the customer did actually dispute the charge, which was the case in this scenario

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 attentionFebruary 3, the customer purchased a Vehicle Service Contract for a Volkwagen PassatThe vehicle mileage was 85,The contract effective date was March 5, and the effective mileage was 86,300.March 16, the customer took the vehicle to a repair shopThe vehicle mileage was 87,The shop reported to ASAP the engine was leaking heavily from the rear main seal and had low oil pressureThese factors lead the shop to recommend replacement of the engineASAP requested the customer provide all of the vehicle maintenance historyThe 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,milesVolkswagen requires oil and filter changes every 10,milesOil 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,miles to 49,The engine has had ongoing concerns dating back to the mileage of 70,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 matter to our attentionAt 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 customerThe customer was explained the reasoning for the actions taken by ASAP and was told they may reinstate the contract if they so desireThe customer did also acknowledge the refund is now showing on their statementFor 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 resolvedShould there be any other questions, please do not hesitate to contact usThank you,

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]

This matter has been brought to out attentionWe are currently communicating with the customer to attain a resolutionWe hope to reach this resolution within hours

Thank you for bringing this matter to our attentionThe consumer purchased a Vehicle Service Contract from ASAP on 4/7/2016, with mileage of 98,All contracts require a day and 1,mile wait period in order activate coverageThe contract became active on 5/7/2016, and 99,miles(Note: the consumer stated the purchase price of $2,The consumer has a arranged a monthly payment plan with ASAPTo date, the consumer has paid $788.00.)On 7/18/Mercedes Benz of Stockton contacted ASAP to initiate a claimThe mileage at the time of the claim was 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 CONCERNSHOP STATES THIS FAILURE IS BASED ON THE CODE ITSELF AND EXPERIENCESHOP STATES THE ONLY WAY TO TRULY VERIFY AND DEMONSTRATE THE ROOT CAUSE OF THE CONCERN WOULD BE THROUGH A TEAR DOWNSHOP RECOMMENDS REPLACING THE GUIDE WHEEL TO RESOLVE THE ISSUESHOP 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 REPLACEDError Code:Error Description:BANK 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 FAILUREThe Vehicle Service Contract has been active for only 1,milesA mechanical failure of this magnitude would many thousands of miles to developThe 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

The consumer initiated a claim with ASAP warranty on the date of 9/26/stating the check engine light had come on and the vehicle was shutting off when acceleratingASAP received a claim from Mercedes Benz of Bloomfield Hills on the date of 9/28/stating the vehicle was DRIVEN in with a concern of hesitation and rough jerking upon accelerationASAP once the claim was received immediately requested for the consumer to submit maintenance records which is indicated on the consumer’s contract in order to get a better understanding of the vehicle and what maintenance had been performedIt was not until the date of 10/11/that all the documents requested were received on our end which is the cause of the delay in moving forward with the claimThe documents were all reviewed on the very same day they were received and we then proceeded to schedule an inspector to verify the concerns The inspection report when it was received on 10/13/indicated there was an intermittent hesitation on acceleration The vehicle was driveable as it was test driven for a total of miles, there was no transmission codes or any indication of a failure of the transmissionIt is also worth mentioning the customer brought the vehicle into the shop for diagnosis on 9/28/with 123,miles and returned it for inspection on 10/12/with 124,milesThis is a clear indication the customer continued to the drive vehicle miles DURING the claim process- a claim which requested a new transmission as the current unit was supposedly disabledASAP contacted the shop and customer on the date of 10/13/and informed “There was no mechanical breakdown of the transmission as defined in the contract.” There was also a light indicating maintenance as extremely over due on a maintenance that may have a direct connection to the occurrence of the symptom the customer was experiencingWe at ASAP have done our due diligence to address the claim and concerns as they arose

Thank you for bringing this matter to our attentionThe customer purchased the contract on July 28th The contract became effective days later on August 27th, 2016, with an effective mileage of 103,The customer has electronically signed the Vehicle Service Contract, agreeing to all of the terms and conditions (please see attached)On September 19th, 2016, with the vehicle mileage of 104,237, the customer took her vehicle to a repair facilityThe shop filed a claim for both front drive axles, leaking valve cover gaskets, and air conditioning vent actuator, and the drive belt and tensionerASAP dispatched a 3rd party, ASE certified inspector to view the vehicleThe inspector's report verifies the failures are all pre-existing to the contract (please attached)In her written complaint to the Revdex.com, the customer stated her reason for purchasing the Vehicle Service Contract was because she suspected the car needed workThe Service Contract discusses pre-existing conditions will not be covered by ASAP (please see attached, Section "Exclusions" number 12)The customer was informed of the claim and requested to cancelThe customer was sent an e-mail with cancellation instructionsAfter review of the claim and the contract terms and conditions, ASAP has acted in accordance with the contract