Basic Maintenance

The customer purchased a contract on September 12, for a BMW Xwith 47,The contract start mileage is 48,On December 19, 2016, with mileage of 48,988, the customer took the vehicle a local BMW dealership with a complaint of a drive-train malfunctionThe dealer diagnosed and found no malfunctionThe dealer performed an in house inspection on the car and found the oil filter housing gasket leakingThe attached contract states stand alone seals and gaskets are not coveredASAP, however, provided coverage for this repair as a courtesyThe repair was authorized according to the customer's signed contract labor rate of $per hourASAP did not deceive this customerThe customer signed and submitted the contract back to ASAP on September 23, which is days after purchase date allowing for enough time to have read and reviewed the detailsMost importantly though,ASAP has reviewed calls and determined the customer only provided information consistent with the contract he was offered

On November 15, the customer purchased a Vehicle Service ContractThe vehicle mileage at the time of purchase was 98,The contract had a day and 1,mile wait period before it would become active (the start date was December 14, and 99,miles) On January 23, the customer had the vehicle towed to a repair shopThe vehicle mileage on that date was 102,The shop contacted ASAP stating the vehicle needed a new clutch assembly for the transmission (which is not the transmission assembly), a new transmission assembly, as well as extensive engine repairsThe attached contract signed by the customer states ASAP does not cover any known or unknown pre-existing conditionsThe contract was active for days and 2,milesIt's not mechanically probable for all of those parts to fail in such a short time period as a resolution to this complaint, The customer requested a full refundThe customer has already signed and agreed to a pro-rated refundHowever, as a good will gesture, ASAP has refunded the contract in full (please see attached)Please consider this matter resolved

Thank you for bringing this matter to our attentionASAP will always do what is necessary to assist every customerThe customer requested to cancel on April 4th, and submitted a cancellation form (see attached) for a full refund of $on April 5th, The refund was processed by ASAP the same day, 4/5/(see attached) Because the customer's concerns have been addressed, we respectfully request this complaint to be resolved

On 10/13/the customer was informed by telephone, and sent an email stating the refund was processedPlease 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]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11628964, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The most recent claim. I brought the car by because of yes a noise. Thinking my self it was a wheel bearing and my mechanic brought the car into the shop and diagnosed it to be what I figured it to be when he found play with the wheel bearing. The noise of it is what made me bring the car in since wheel bearing are safety issues and I have an infant and a 10 yr old child that I have to drive around so if this wheel bearing lets go and cause me to get into an accident the are responsible for not paying for the repair that they say the cover in their contract. The ac condenser is just like a radiator from the ac and the only way you can know that part has failed is if they start leaking and it does not state in the contract how it has to fail. they did pay for part of the ac repair. They sent my mechanic a new condenser and payed him for some of the labor of putting it in. It took longer for him to put in since one of the ac lines was frozen on and took longer to for him to remove. I had to pay out my pocket to replace that line since it started leaking. my whole ac system is bad in the car now he needs to put a new compressor in since that has since let go. So I would like them to start paying for the parts and labor to repair my car or give me a full refund with them eating the repairs that they payed for since I bought this contract to reduce my stress level if my car did need repairs. Otherwise I will be contacting a lawyer and suing them for causing me unnecessary stress. You can feel free to contact my mechanic for his thoughts on ASAP and he will gladly give them to you.

Please see the attached credit card receiptThe claim was paid by ASAP to the repair shop on 6/23/We have also sent this receipt tot he customer and informed the claim had been paidPlease consider this matter resolved

The customer is complaining of ASAP taking too long on this claimThe customer states the inspector took too long to come look at the carThe customer also says it took the shop days to diagnose the carThe car was taken to the shop on 10/14/The shop filed its diagnosis with ASAP on 10/18/The attached repair order shows the vehicle was brought into the shop with 72,milesThe attached inspection report shows the inspection was completed on 10/21/and the vehicle on that date had 72,milesASAP called the shop to find out why the vehicle was driven miles during the days between filing a claim for repairs and the vehicle being inspectedThe shop stated they did not know the reason The shop filed a claim stating the turbo boost pressure sensor has electrically failed and was not communicating with the system and need to be replacedSecondly, the valve cover gasket, oil filter housing gasket and oil pan gasket are all leaking to an active dripFinally, the front left and right control arm bushings have play and leaks and need replacement ASAP sent a third party inspector to view the vehicleThe inspector's report states: "The was no failure to the turbo sensor shown, only a code set at 72,milesThere is seepage only from the valve cover gaset not active dripsThere is a long term leak from the oil filter adapter gasket with oil running down the (engine) block and dripping off the oil pan at the frontThe oil filter adapter gasket is consistent with a pre-existing conditionsThere was no verified leak at the oil pan at this timeThere is a failure of both lower control arm bushings as they are leaking fluidThis fluid leak appears to be shot term." The claim outcome was provided as follows: As per the inspection report: "There was no failure of the turbo sensor shown only a code set @ milesThere is seepage only from the valve cover gasket no active dripsThere is a long term leak from the oil filter adapter gasket with oil running down the block and dripping off the oil pan at the frontThe oil filter adapter gasket is consistent with a preexisting conditionThere was no verified leak from the oil pan at this timeThere is a failure of both lower control arm bushings as they are leaking fluidThis fluid leak appears to be short term." Front control arms are authorized for $for both, Shop's requested labor time (hours) is approved at the contract labor rate of $per hour, parts that have not failed (boost sensor) and pre-existing conditions are not coveredThe total authorization is $ ASAP has acted properly in authorizing the covered repair and declining repair for pre-exiting conditions and non failed partsThe customer states the turbo is not functioning, however, the the car was driven miles in the days after the claim was filed by the repair facility The customer also signed a cancellation form agreeing to a refund amount and the refund has been processed and the contract has been cancelled

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

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

[redacted] , VSC#: 6 [redacted] Claim#: 416649621 With respect to your claim and vehicle, ASAP has done extensive research to determine the validity of... your claim # 416649621. Through our research, we have determined the following information about your vehicle and your violations of your Vehicle Service Contract with American Standard Auto Protection. This information has been attached to this email as verification of our finds. The attachments include: · A copy of a signed Vehicle Service Contract · The 3rd Party Inspection report for this claim · A screenshot of your YouTube page showing you describing your vehicle as being used in a racing activates, as well as detailing that tuning modifications having been done to your vehicle · A copy of the video of you racing your vehicle from your YouTube page · A screenshot of the video showing your vehicle's license plate as confirmation it is your vehicle Our findings indicate that you have violated your Vehicle Service Contract and the claim cannot be approved. Your contract states under section Exclusions, number 16, (III): "REPAIRS NEEDED IN WHOLE OR IN PART DUE TO I FAILURE TO STOP DRIVING OR PROTECT YOUR VEHICLE FROM FURTHER DAMAGE AFTER EVIDENCE OF A BREAKDOWN APPEARS E G WARNING LIGHT SMOKE II THE USE OF FUELS OILS FLUIDS OR LUBRICANTS OTHER THAN THOSE REQUIRED BY YOUR OWNER S MANUAL OR AS OTHERWISE SPECIFIED BY THE MANUFACTURER III FAILURE TO PERFORM MAINTENANCE SERVICES OTHER NEGLIGENCE MISUSE OR ABUSE E G OVERLOADING, RACING, COMPETITIVE DRIVING ACTIVITIES OR SNOW PLOWING), OR FROM MODIFICATION ALTERATION TAMPERING DISCONNECTION IMPROPER TOWING, IMPROPER ADJUSTMENTS OR SERVICING, OR USING THE VEHICLE IN ANY MANNER NOT RECOMMENDED BY THE MANUFACTURER IV ACCIDENTAL LOSS OR EXTERNAL CAUSES SUCH AS WAR RIOT VANDALISM OR OTHER CAUSE BEYOND THE REASONABLE CONTROL OF THE PARTIES V RUST SALT CORROSION, OVERHEATING, WATER INTRUSION LEAKS ACID RAIN CHEMICALS TREE SAP HAIL FLOOD LIGHTNING FIRE WINDSTORM EARTHQUAKES OR OTHER ENVIRONMENTAL CAUSES OR ACTS OF NATURE VI VIBRATION DETERIORATION DISCOLORATION DISTORTION DEFORMATION AND OR FADING OR VII SLUDGE CONTAMINATED FLUIDS OR LUBRICANTS." Your contract further states under section "Cancellation" letter c. (ii) "WE may cancel this CONTRACT at any time if: (i)YOU fail to timely pay any part of the CONTRACT purchase price; (ii) YOU made a material misrepresentation or substantially breached YOUR duties under this CONTRACT relating to the VEHICLE or its use; (iii) the VEHICLE has been sold or traded or repossessed, unless this CONTRACT has been transferred in accordance with section Transfer of Contract ; (iv) the VEHICLE identification number no longer can be read or has been altered; (vi) WE cannot determine the true mileage of the VEHICLE due to replacement, alternation, disconnection or failure of the Odometer; (vii) the VEHICLE has been declared a total loss or sold for salvage purposes; or (viii) the VEHICLE has been modified for or used in any competitive events or used for a COMMERCIAL USE or PURPOSE. If WE cancel this Contract, WE will refund to you or the Lender, as applicable, the lesser of: (i) a time pro-rated amount, based upon the time expired since the CONTRACT was purchased; or (ii) a mileage pro-rated amount, based upon the number of miles the VEHICLE has been driven since YOU purchased the CONTRACT. " As a result, ASAP has administratively cancelled you Vehicle Service Contract. A prorated refund will be issued to your payment method on file within 5 business days of this email. Regarding RevDex.com complaint ID number 1 [redacted] , this email message will be sent to the BBB as well.

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 refundPER your email, I sent this in September 27, I have yet to get my money back, this is unacceptableI 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This company has danced around my claim, never contact me, I always had to get a hold of them They told me they wanted years of maintenancerecordsThen they wanted regiatration and title I have all the emails and call records The car had manufacturer warran ties at that time Then while they kept delaying me for infomarion that given to me different each time I called customer care, my car rental bill was up to where in could not afford it anymore and had to sell my car and pay for a brand new car And all they want to refund me is I want all my money back plus they took an payment from.me after I told them.to cancel.my contract

Please see the attached refund transaction receipt as verification the customer's refund has been processed

In response to the customer's matter, ASAP does not offer a bumper to bumper warranty for any contract that we offerThe customer was sent a contract upon purchase that was to be signed electronically once reviewed and agreed uponThe contract shows specifically what is covered and the consumer is to review all this information before agreeing to the terms and conditions of the contractAttached we have the contract that was electronically signed by the customer dated 07/13/which can be found on the final page at the very bottom where he agreed to the guidelinesThe customer was given days from the initial purchase to receive a full refund if he decided the contract was not for himASAP specifically followed all guidelines that were presented to the consumer from the very beginning with this and all future claims

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 inexcusableI have discovered that there are also others who were also fraudulently sold “bumper to bumper” warranties via Sales RepsNo 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 gettingAttached is a complaint from at least one other person who was also fraudulently sold a Bumper to Bumper WarrantyI can’t make this stuff upI have found at least other similar complaints revolving around the Bumper to Bumper ideaWith the way this is happening I’m sure there are many more.I’ve already begun the process of collecting signatures for a class actionI’m not sure exactly how the rest of this process goesHowever feel free to tell that company to be prepared for legal action whether I get a refund or notIt’s about the principle of doing shady/illegal business Regards, [redacted]

American Standard Auto Protection would like to apologize for the delay in the consumer's refund and any inconvenience this may have broughtASAP has since corrected the refund issue and provided the consumer with their refundAttached you will find a copy of the refund receipt to the consumer in the amount of $1, Please note, as a measure of good faith, ASAP will be sending the consumer a $gift card to be used at the consumer's discretion without any obligations

The customer advised ASAP that they disputed the transaction with their credit card issuing bankbecause of this, ASAP could not issue a refund since the customer would then receive the funds twiceAttached is a copy of the dispute notification showing the customer has received their funds from
the bank

The customer purchased a Vehicle Service contract on July 18, with vehicle mileage 91,The Effective datewas August 17, and effective mileage was 92, The customer filed a claim on October 2, with vehicle mileage of 93,The customer was experiencing a lack of power
from the engine and the check engine light was onThe shop stated the timing chain likely jumped time (meaning the chain jumped a tooth and now is not operating properly.) ASAP proceeded to request maintenance records which the customer provided The maintenance records showed on April 28, (Prior to the purchase of the contract with ASAP), with vehicle mileage of 89,(see attached) the timing cover was leakingThe repair recommendation was to reseal the timing coverThis leak was not "categorized as a minor seep by the Chevrolet dealer." The customer declined that repair, which would likely have cost over $1,Once this information was obtained, the customer was informed by ASAP: " All maintenance records have been reviewedOn 4/28/the vehicle was diagnosed to have an oil leak from the engine timing coverThat repair has not been completedThe engine now has an internal failure "SHOP STATED THE TIMING CHAIN SEEMS TO HAVE JUMPED A TOOTH OR POSSIBLY CHAIN SLIPPED." There is a pre-existing condition which caused a lack of lubrication n the timing cover/chain assemblyThis can certainly cause this failureThe contract does not cover pre-existing conditions or failures due to neglect After being advised of the claim outcome, the customer stated the leak was not major and requested an inspectionASAP agreed and sent a third party, ASE Licensed, independent inspectorThe inspector's report states: "Extent of Damage: The tech demonstrated code P0016: crankshaft position sensorThis could indicate a failed sensor, or, more likely, it indicates the timing chain is out of time and that could be because of a variety of failed itemsSuch as, the tensioners, guides, chains, sprockets, or VVTI gearsTear down would be necessary to determine the full extent of damageInspector also noticed there is sever oil leakage the timing coverThis would be fixed during the course of any timing chain related repair since you have to take off the timing coverThe tech has a bunch of other codes on the repair orderHowever, none of those are currently presentNo other damage seen or demonstratedCause of failure: Failure of the timing cover sealCode suggests possible timing chain components failure, tear down would be necessary to establish full extent of damage and a more specific causeThe oil leak and wear to the timing components is consistent with time and miles and consistent with a pre-existing condition." ASAP informed the customer of the results of the inspection and closed the claim due to pre-existing conditions are not covered

The facts provided by the customer are mostly accurateThis customer's contract does not a part if it fails to due a seal or gasket leakThe customer maintained in the complaint that a repair shop stated: "The vacuum pump had an in internal failure and was leaking oil from the pump." This is not a
plausible diagnosisIf the pump has an internal failure, it simply would stop working, and the vehicle would be disabled as a resultThe customer stated "we had to pay $1,as I could not see allowing this issue to possibly cause other mechanical issues." That would be an indication of the vehicle not being disabledIf the vacuum pump was only leaking, it would not be disabledThe customer was informed that a leak would be due to either a corroded housing or from the gasketPlease review the attached inspection report which shows the leak was from the gasket itselfThe vacuum pump was not internally failedThe photos do not show any damage to the vacuum pump housing, however, they do show oil residue on and around the vacuum pump gasket itself