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 As of the date that I filed the complaint payment had not been received by Landers McClartyI paid my portion of the repairs which I understood were not covered by the extended warrantyI 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 resolvedHad ASAP responded in a timely manner I could have had my cancellation processed months earlier and my refund would have been more substantialI am continuing with my request for a refund of $

Than you for bringing this matter to our attention.The customer brought the vehicle to the repair center on 11/9/with an issue of a low coolant light and overheatingThe 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 failureASAP sent out an inspector to verify the concern on 11/15/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 radiatorASAP 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

The customer purchased this Vehicle Service Contract on 8/1/2016, and signed the contract on 8/2/(please see attached)The customer filed a claim on 9/The repairs needed we for the air conditioning system, and the brake pads and rotorsThe contract does not cover those partsThe customer was never given advanced notice that the repair would be approved due to these parts not being eligible for coverageAfter review, the claim was evaluated according to the terms of the Vehicle Service Contract

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

Thank you for bringing this matter to our attentionWe 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 chargeASAP 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 amountAt this point, we simply request the customer notify us in writing that there are no intentions of disputing the chargeCustomer can simply email [redacted]

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

Thank you for bringing this matter to our attentionFebruary 6, the customer set a contract with ASAP and agreed to a monthly auto charge planMarch 6, ASAP attempted payment using the payment method provided by the customer, that payment declinedASAP contacted the customer via email and left multiple voice mails for the customer to contact us regarding the account.The customer responded by phone on April 24, He was informed the account was past due paymentsHe stated he would call back and authorize a paymentThe next call was May 10, The customer was again informed of being months past dueWe informed the customer no payment has been authorized by him and therefore we have not attempted paymentThe customer then disconnected the call.We apologize for the customer's frustration, however, we have done our best to assist the customerASAP does not attempt payment from a customer without prior authorization

Thank you for bringing this matter to our attention On 8/10/the consumer took the vehicle to Fitzgerald Auto Mall for repairsASAP was contacted by the shop on that day at 4:PM EST with the vehicle diagnosisThe 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:AM, and the shop at immediately after by the same representativeThis complaint was submitted by the consumer on 8/at 11:AM For verification, please view the attached fileThis is a screenshot of notes from the ASAP claims system that are time-stamped showing when the consumer and shop were contacted

As a resolution to the customer's complaint, a full refund has been processedPlease see the attached receipts as confirmation

On 06/09/customer purchased a Vehicle Service Contract with American Standard Auto ProtectionCustomer reported the vehicle as a BMW 650, with 64,miles at the time of purchaseThis information was sent to the customer via email to give the consumer an opportunity to review and confirm this information to be accurateWhen the claim was filed, the consumer, as per ASAP’s request, provided maintenance and repair history of the vehiclePlease view the attached invoice from AutoWest BMW of Fremont showing on 05/20/the vehicle had 64,milesThe 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 termsBy 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 AgreementIn accordance with the Vehicle Service Contract, [redacted] was advised on 07/27/2016: Customer was informed: On 6/9/the customer purchased from ASAP informing there were 64,miles on the vehicleOn 5/20/the vehicle was at BMW of West Fremont with 64,milesThe actual mileage at the time of sign cannot be verifiedThis is important because of the day/1,mile wait period, which can now not be determinedBecause of this misrepresentation, the contract is administratively cancelled and the customer will be provided a pro-rated refund according the contract guidelines

We have completed review of the customer's concernPlease see the attached contract signed by the customerThe customer has agreed to the terms and conditions of the Vehicle Service ContractA claim for a replacement transmission was filed by the repair shop on August 28, The same day the customer was requested to supply ASAP with the vehicle's maintenance historyThe following day, the customer contacted ASAP stating the records would be provided during the latter part of that day- which they wereOn August 30, the customer contacted ASAP requesting claim status and informing us his daughter was still driving the vehicle while awaiting a final claim outcomeOn August 31, the customer was informed that as per the terms and conditions of the service contract the claim was not coveredThe coverage was declined due to the transmission failure having been acknowledged by the vehicle manufacturer to be a common issue with these vehiclesThe manufacturer has released a Technical Service Bulletin directly related to this transmission failureThe purpose of the bulletin is to instruct shops how to repair this issueThe Vehicle Service Contract states under section "Exclusions" number 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

Thank you for bringing this to our attentionAmerican Standard Auto Protection would like to apologize for the delay the repair facility faced in receiving a payment and the inconvenience faced by the customerIn order to rectify this issue, American Standard Auto Protection has made an in-full payment to the repair facility on June 23rd for the claim #

The customer filed a claim for $4,miles after the contract startedASAP does not cover any pre-existing conditionsPlease see the attached refund transaction receipt as verification the refund has been completedAs we have satisfied the customer's request, please consider the matter resolved

On 12/31/the consumer purchased a Vehicle Service Contract from ASAPThe consumer signed the contract terms and conditions on 1/3/On 2/23/a claim was filed by [redacted] Auto Repair on behalf of the consumer for outer tie rods and an ignition coilBecause the failures were covered by the VSC, the claim was, reviewed, authorized and paidOn 5/23/ [redacted] Auto Repair submitted a new claimThe repair was for an electronic brake control module, which is not listed as a covered component in the contractThe air conditioning condenser was leaking as wellA leak is generally not a covered issueThe reason being is this a mechanical failure contractA leak in the condenser aluminum is simply the result of freon gas corroding the aluminum causing it to become porous and leakThe part was not defective, it was leakingEven though ASAP did not have a obligation to cover the claim under the guidelines of the contract, ASAP performed a goodwill courtesy and covered both repairs.On 8/ [redacted] Auto Repair submitted a new claimThe consumer stated to the shop there is a noise coming from the front of the vehicle when drivingThe shop stated the front wheel hub assembly is noisyNoises are not considered a defect by the contractPlease see the attached signed contract, section Definitions, number 11, which discusses the contract covers defective partsPlease also see section titled Total Performance, which has a complete listing of all of the VSC covered componentsThe electronic brake control module is not listed.After a thorough review of all details of claims and diagnostics the claims have been:Covered in accordance with the terms and conditionsCovered although the terms do not allow coverageDeclined according to the terms of the VSC

Prior to ASAP receiving a diagnosis from the shop, the customer called asking if the claim was going to be covered.The customer was told ASAP needs a diagnosis prior to answering such a questionThe customer was not told that his air conditioning system was coveredASAP has thoroughly investigated this matter and has found the customer has not been misinformed in any way regarding this matterRegarding the $diagnosis charge; the customer inquired about diagnosis coverage with ASAP after dropping the vehicle at the repair shopThe customer was told diagnosis coverage is available for any covered claimBecause the claim was not covered, diagnosis was not covered

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 belowI have a problem with this statement made by ASAP below: 5/23/17, mileage 97,280: A claim was filed for a complete transmission overhaulThe customer was informed: Inform consumer and shop after reviewal of maintenance records and previous claimsOn the date of 8/22/this same shop recommended replacement of the valve body which was not done at that time, more recently the transmission cooler and lines were replaced on the date of 5/6/All of this has direct effects on the current condition of the transmission, being that the vehicle has been driven with a valve body issue for over months and over miles this failure we currently have at hand is due to negligence of properly securing repairs, as well as due to the severe loss of transmission fluid caused by the leaking coolerAs such asap is unable to assist with this claim.I had no knowledge of this and when I asked my mechanic about it they said that they never made such a statementI asked ASAP to provide me with records of this claim (voice recordings, email, etc.) and they said that they do not have any records to provide me let's see if they will provide them for youLet's say under the scenario that they claimed this happened it is ASAP's policy that only I can make a claim, my mechanic cannot make a claim for me, plus I would've been called denying or accepting that said claim.Also ASAP denied this claim below:4/24/2017, mileage 96,692: ASAP declined coverage for a CV boot, which is not listed as a covered part in the contract.On my vehicle the CV boot is called an axle shaft dut to it being AWD I have attached a copy of the contract given to me by ASAP and it state not once but on three different sections of the warranty contract that the axle shaft is covered below there are #5, #and #in the contract:4x4/AWD: All components in the Differential Assembly and Transfer Case including: Drive Chain, Drive Chain Gears,Planetary Gears, Ring Shift Forks, Bearing, Bushing, Oil Pump Output Shaft, Main Shaft Washers and all other internallubricated parts, Differential Housing, Axle Shaft, Ring and Pinion, Bearing, Bushing, Washers, Differential Cover, 4Wheel Drive Actuator, Locking Hubs and all other internal parts contained with the differential assembly, Seals andgasketsDrive Axle: Housing(s) and cover if damage by internally lubricated partsAll internally lubricated parts including: axleshafts, universal joints and yokes, constant velocity shaft or joint or both, drive shaft center bearings, supports, propellershafts, locking hub mechanismsDifferential Assembly: (Front and Rear) Differential Housing (if damaged by internally lubricated parts), Axle Shaft,Ring and Pinion, Bearings, Bushings, Washers, all other internal parts contained with the differential assembly, Seals andgaskets.Thanks [redacted] ***

Please see the attached customer contractThe contract includes roadside assistanceIt states very specifically any roadside assistance is a customer reimbursementIt does not state ASAP will dispatch a serviceIt is the customer's responsibility to arrange for service and request reimbursement ASAP does not pay for AAA membershipThe customer's contract does not cover air conditioning componentsASAP does not avoid phone calls from customersIt is our responsibility to serve and assist our customers.The customer is requesting a full refundHowever, the contract has been active for monthsAny refund would be pro-rated

Thank you for bringing this matter to our attentionAt ASP our integrity is of utmost importanceWe recognize our failure in responding to this customer and have taken the necessary steps to avoid this type of situation for other customersWe offer our most sincere apologies for this incidentPlease see the attached refund transaction receipts which show, as the customer requested, we have issued a full refund

Please see the attached refund transaction receiptAs the refund has been completed, please consider this matter resolved

Thank you for bringing this matter to our attention. The customer filed a claim on 8/31/2016 with vehicle mileage of 64,371. The repair facility stated that the MASS AIR FLOW SENSOR has failed and needed to be replaced. ASAP authorized and paid for the repair (please see the attached payment receipt... and invoice.) On 10/6/2016 the customer filed a second claim with the vehicle at the same repair shop. The shop now stated the engine was misfiring and needed to be repaired. ASAP sent an independent, third party inspector to view the vehicle. The inspector discovered that the mass air flow sensor, which was paid for on the prior claim, was never actually replaced. The inspection report states: "There was no failure of the mass air flow sensor and it has not been replaced. The tech had it unplugged when he was doing the compression test so when the tech was cranking the engine over on the compression test it set the mass air flow sensor code." This constitutes obvious fraud which ASAP has not reason to tolerate. As a result, due to misrepresentation, the Vehicle Service Contract has been administratively cancelled and the customer was provided a pro-rata refund in accordance with the contract guidelines.