Basic Maintenance

Attached please find the refund transaction receipt as confirmation the refund was completed

The customer signed a cancellation form (please see attached) on 4/26/Please see the attached refund transaction receipt which shows a refund was issued to the customer's credit cardPlease consider this matter as resolved

Thank you for bringing this matter to our attention
The
customer filed a mechanical breakdown claim on 2/2/ASAP informed the
customer an independent inspection would be sent to the repair facility to view
the vehicle and confirm the failures reported by the repair facilityWhen
ASAP
advised the customer of the pending inspection, the customer elected to
relocate the vehicle and have it diagnosed again by a different repair
facilityASAP again informed the customer an inspector would sent to the new
shop to view the vehicleAccording the third party inspection report, the
failures to majority of the components were deemed to be existing prior to the
purchase date of the vehicle service contractWithin the vehicle service
contract ASAP is not obligated to cover pre-existing conditionsAdditionally,
the inspection report determined that some of the failed components were not
pre-existing, and therefore were covered by ASAP warranty
Based on the claim outcome, the customer elected to cancel their
service contract and signed and returned a cancellation refund agreementThe
refund receipts are attached as well

Thank you bringing this matter to our attentionThe customer purchased a Vehicle Service Contract on October 12, The customer signed the contract on October 19, (please see attached)The contract states under Section "Your Obligations" the customer is required to maintain the
vehicle according to the manufacturer's specificationsASAP called with and emailed this information to the customer and is only acting accordance with the terms of the contract

The customer entered Vehicle Service Contract with American Standard Auto Protection on 07/19/2016, contracts official start date is 08/18/Consumer took her vehicle to AUTO REPAIR MASTERS INCon 08/23/There was a claim that was filed for a new transmission, as per her contract states
American Standard Auto Protection may request copies of maintenance recordsPlease review statement below, located in contract under: Your Obligations 3(b) Records and Maintenance a) YOU must properly maintain YOUR VEHICLE by performing maintenance services, at the proper intervals, according to the recommendations of YOUR Owner’s Manual or as otherwise specified by the MANUFACTURERFailure to follow the recommendations made by the MANUFACTURER in YOUR VEHICLE Owner's manual or as otherwise specified by the MANUFACTURER will result in a denail of claim b) YOU must retain all original receipts, invoices and any other MAINTENANCE RECORDS that demonstrate all required maintenance has been performed at proper intervalsWe may request that YOU produce MAINTENANCE RECORDS and may deny coverage if YOU fail to produce MAINTENANCE RECORDS that confirm that maintenance has been performed at proper intervals regarding YOUR VEHICLEHandwritten receipts will not be accepted by US c) Coverage will be denied if YOU fail to perform maintenance services at proper intervals, or otherwise fail to properly maintain YOUR VEHICLE, and a BREAKDOWN is caused by YOUR failure to perform maintenance services or otherwise properly maintain YOUR VEHICLE d) YOU must retain all original documents that demonstrate the amount YOU paid to purchase YOUR VEHICLE e) Coverage will be denied if YOU fail to perform maintenance service at a ASE certified repair facility After requesting maintenance records Coledia Gray decided to cancel services, stated in our systems notes, we are asking for too much of her for this claim and she does not want to do this, would like to cancelAmerican Standard Auto Protection sent out an Odometer Statement in order to start the cancellation processCustomer did not send Odometer Statement back, which is required to determine vehicles mileage in order to issue a refundPlease refer to section: Cancellation 1(b) CANCELLATION YOU may cancel this CONTRACT: a) Within thirty (30) days following the commencement of the CONTRACT period, YOU may cancel this CONTRACT and receive a full purchase price refund, if no services have been rendered to or on behalf of YOUIf services have already been rendered under this CONTRACT to or on behalf of YOU, including the filing of a preexisting claim, the refund will be the lesser amount calculated as: (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 b) After thirty (30) days following the commencement of the CONTRACT period, YOU may cancel this CONTRACTThe refund will be the lesser amount calculated as: (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; and less any claim payments, reimbursement or service rendered to or on behalf of you during the CONTRACT periodALL CANCELLATION REFUNDS AFTER THIRTY (30) DAYS ARE SUBJECT TO A $PROCESSING FEEAttached is a signed contract by the customer to verify the customer's agreement with terms and conditions of coverage. In conclusion, American Standard Auto Protection would be more than happy to assist the customer with her refund as soon as she submits her Odometer Statement; unfortunately she canceled after her day waiting period and is no longer entitled to a full refundAs it states in her contract her refund will be a prorated amount

COMPLAINT ID # ASAP has regular business hours which run from 9AM to 7PM weekdays Eastern Standard timeThe Vehicle Service contract offers emergency provisions to allow a contract holder to act as necessary in the event of an emergency during non business hoursASAP does not offer its own towing servicesASAP allows a consumer to receive a $reimbursement towards any tow needed as a result of a covered breakdownThe customer brought their vehicle into the repair facility to file a mechanical claim on Friday, 6/17/The shop did not contact ASAP until Monday 6/20/ASAP cannot process a claim without receiving diagnostic information from a repairing facilityThe diagnosis is as follows: "TECH FOUND THE POWER STEERING RACK & PINION IS BINDING INTERNALLYTHE POWER STEERING PUMP IS ALSO LEAKING WHERE THE PRESSURE GOES ATTACHESTHE HOSE IS NOT LEAKING, JUST THE PUMP" Upon receipt of the vehicle's diagnosis, ASAP set up an inspection to view the vehicleASAP informed the consumer we would try our best to have the vehicle inspected the same day, however, inspections are generally done the following business dayThe inspector's report reads as follows: "There is an internal failure of the power steering rack seals, the leak is short termThere was no verified binding or sticking of the power steering rack at this timeNo visible leaks from the power steering pump at the time of inspection." As you can see, the inspection returned a much different diagnosis than what the shop submitted, even stating the power steering pump which was condemned by the shop had no failure at the time of inspection

The customer purchased this Vehicle Service Contract on 5/17/The customer signed this contract on 5/18/2017, please see attached The customer was mailed the a hard copy of the contract on within days of purchase. The contract specifically lists the manual transmission clutch as
an exclusionThe customer was unhappy this component was declined for coverage when the claim was filedn email was sent to the customer explaining the cancellation procedureDue to the cancellation terms of the contract, the customer is not due a full refundAfter through review, this claim/contract have been administrated according the terms of the Vehicle Service Contract

Thank you for bringing this matter to our attentionWe have been, and continue to be in contact with this customer to resolve this claim

On 11.09.2015, with vehicle mileage 114,200, *** *** entered into Total Performance Vehicle Service Contract with American Standard Auto Protection, acknowledging the Terms & Conditions with an electronic signatureThe purchase price was $2,The contract became effective on and 115,milesA copy of the consumers signed contract is attachedOn 1.14.2016 Stevens Creek BMW initiated a claim stating there were numerous vehicle concernsThe current vehicle mileage was 115,JUST MILES IN CONTRACT the vehicle was diagnosed as needing the following repairsThe total estimate, 80+ hours of laborWith parts $42,the upper and lower radiator hoses are leaking coolant requiring replacement the water pump was leaking coolant requiring replacement the vent hose was leaking coolant requiring replacement the vehicle was smoking excessively and consuming oil the cylinder head valve stem seals were worn requiring replacement the upper timing cover gaskets were leaking oil requiring replacement the valve cover gasket was leaking oil requiring replacement the eccentric shaft sensor was leaking oil requiring replacement the brake vacuum pump was leaking oil requiring replacement the rear differential cover was leaking oil requiring replacement the rear active sway bar was leaking oil requiring replacement both rear control arms and ball joints were worn out requiring replacement both deck lid struts were leaking oil requiring replacement the transmission has an internal fault causing the vehicle to aggressively lurch requiring replacement The contract states under EXCLUSIONS, Paragpaph 12, If there is a reasonable probability that the condition causing the failure existed prior to or at the start of contract, whether known or unknown, will result in a claim denialMoreover, the consumer also misrepresented the vehicle mileageHe signed the contract stating the vehicle had 114,milesMaintenance records supplied by the consumer document the vehicle was at Ace Tire on the same day with 114,milesDue to the misrepresentation the contract was administratively cancelledThe consumer received a FULL REFUNDA copy of the refund terminal receipt is attached

Please review the attached Vehicle Service ContractThe customer has signed and agreed to the terms and conditions of coverage. The section called "Total Performance" on pages and of the document list all of the covered parts under this planThe running boards are not listed and therefore
are not coveredWe aplogize we are unable to assist the customer in their time of need, however, if a repair arises that would potentially be covered, we will be more than happy to assist

Although the customer had formally requested to cancel their vehicle service contract, a customer service representative will reach out to the customer, and explore what options may be available to them at this time.Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
ASAP RESPONSE TO COMPLAINT:The customer purchased a Vehicle Service Contract on 8/1/it became active on 8/31/The customer filed claimsThe first claim was filed on 9/16/for replacement of the engine turbo chargerASAP does not cover pre-existing conditionsThe next claim was filed 10/21/for replacement of the high pressure fuel pumpThis failure was caused by the lack of proper operation of the turboBecause of continued operation of the vehicle, the turbo caused the fuel system to stress thereby causing the fuel pump to failASAP does not cover failures due to neglect.I apologize for the delay, unfortunately the Revdex.com email made its way into my spam inbox and I did not see the message in time. This response in entirely inaccurateAfter consulting with multiple mechanics, it has been determined that the turbo charger did NOT fail due to pre-existing conditionsIt is mechanically improbable that the vehicle would operate with the a faulty compressor bearing for an extended period of time before causing the turbo to failWhen that part fails, it is a sudden mechanical breakdownFurthermore, all maintenance has been completed and documented, and the vehicle certainly has not been neglectedRegarding the high pressure fuel pump, it did not have anything to do with the turbo failureASAP even told me this on the phone when they denied the claim (mind you, after I had been without a car for two weeks)The fuel pump failed due to a punctured internal diaphragmThe system operates entirely seperately from that of the turboI have contacted a lawyer and am currently pursuing a lawsuit for retroactive coverage of the denied claim. Warm regards*** ** ***

Thank you for bringing this matter to our attentionASAP will always strive to satisfy all of its customers.On 1/20/the customer purchased a Vehicle Service ContractA claim was authorized on 2/23/according to the contract guidelinesThe customer was satisfied with the authorization,
however the repair facility was notThe customer then requested to cancel the service contractAlthough the customer was due a pro-rated refund as outlined in the terms and conditions of the contract, ASAP has applied a full refund to the customer's original method of paymentPlease see the attached receipts for verification.As ASAP has fulfilled the customer's request, we respectfully request the Revdex.com consider the matter resolved.Thank you

Thank you for bringing this matter to our attentionWe have checked our phone records and are unable to find any attempts from this customer to contact ASAPThe customer has already disputed the charges with his credit card issuing bank and has received the funds he paid for the contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. In response to American Standard Auto Protection's message, most of the information they gave was of previous claims that have nothing to do with the current claim that brought up the issueThe current claim in discussion is the issue of the transfer case failingAlthough there was a technicality error in paperwork leaving a discrepancy in mileage it is not due to an odometer issue, failure, alteration, etcAs stated in the contract ASAP attached in their message as a PDF file, "Exclusions" number states that "If the odometer is altered, disconnected or inoperable so that the miles traveled cannot be accurately determined" (the part cannot be covered)After ASAP found the discrepancy on a single piece of paperwork and told me I could not be covered I assured them it was only a small mistake made in error and my odometer was not in failureI also offered to take my vehicle to a BMW certified mechanic to have them make sure my odometer was operating properlyThey refused my offerI pleaded with them, assuring them that odometers are never known to work in reverse, making mileage less than what it truly isAfter giving them this information they told me that it says in my contract that they may cancel due to a mistake in paperworkI replied by saying that is a ridiculous thing to have on a contract because everyone makes mistakes on paperwork and everyone is humanI waited on hold for 10-minutes for them to find were it states in my contract involving paperwork mistakes and they could not find anythingFinally, they would not talk to me any further and assured me that they would not repair my vehicle and my contract was cancelled immediately. I believe it is ASAP's obligation to cover the expenses to fix my transfer case due to what the contract entitlesThey had no problem taking $dollars from me when purchasing this contractAs soon as something bad happens they fight to do anything to have you stuck with a car that needs work
Regards,
*** ***

Following review of the claim, ASAP & the customer arrived at an amicable resolution. The vehicle has since been repaired to the satisfaction of the customer, and the repair center has been paid

The customer purchased a Vehicle Service Contract on 8/1/it became active on 8/31/The customer filed claimsThe first claim was filed on 9/16/for replacement of the engine turbo chargerASAP does not cover pre-existing conditionsThe next claim was filed 10/21/for
replacement of the high pressure fuel pumpThis failure was caused by the lack of proper operation of the turboBecause of continued operation of the vehicle, the turbo caused the fuel system to stress thereby causing the fuel pump to failASAP does not cover failures due to neglectThe customer was provided a pro-rata refund on 11/29/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.All of the information contained in the bill of sale is reflected on the title, which the warranty company already hasIt's not clear why this document is needed, but I'd be happy to have my attorney forward it if they will provide a reason for the request, as well as the address and contact person they'd like it to go to. For some reason, they still have not addressed why they fraudulently canceled my warranty after what is clearly driving habits and mileageDiscovery phase of the civil tort will begin shortly, during which all documents will also obviously be availableI'd like these concerns addressed prior to any additional documents being provided; I don't think this is an unreasonable request on my part
Regards,

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

The customer filed a claim for parts are excluded from the contractASAP informed the customer the parts are not coveredThe customer then requested a full refundThe customer was not eligible for a full refund, he was eligible for a prorated refundWhen told this, the customer threatened to
contact the Revdex.com as leverage to receive a full refundASAP sent the customer an email with instructions to cancel and receive a prorated refundWe have received the required documents from the customerThe cancellation is in process