Basic Maintenance

The customer's claim was authorized and the repair paid for by ASAPThe customer was upset that ASAP did not cover a drive belt and battery, which the contract clearly lists as an exclusion (please see attached contract, Section "Exclusions, # 18) The customer requested to cancel the Vehicle
Service Contract and was sent an email with instructions to receive a pro-rated refund which is what the contract allowsThe customer may follow those instructions in order to complete the cancellation process

On 8/5/the customer's vehicle was taken to Subaru Ford of Waterford, MIThe vehicle repair center provided a diagnosis to American Standard Auto ProtectionAfter reviewing the diagnosis, ASAP requested that a 3rd party inspection be performed on the vehicle to validate the diagnosis given by
the repair facilityASAP scheduled an inspection with a non-bias 3rd party inspection service on the 6th of AugustThe inspection service was delayed in reaching the repair facility as previously scheduledUnfortunately, ASAP does not have any knowledge as to why the inspector was unable to attend at the scheduled timeASAP reached out the 3rd party inspection service and was told that due to unfortunate circumstances, the inspector will not be able to reach the vehicle today and will have to be rescheduledThe consumer was notified of this change. On 8/10/the 3rd party inspector was able to inspect the vehicle Based on the inspection report and a CarFax pulled on the vehicle, it was discovered that the vehicle was used as a rental (commercial) vehicle in the pastASAP does not cover vehicle that are/were commercial useASAP discussed with the consumer a refund and a full refund was provided to the consumer on 8/17/Additionally, ASAP will be providing an additional $to the consumer for the troubles the consumer had to endure due to the delay in the 3rd party inspectionA check in the amount of $was mailed to the consumer on 8/16/

As the customer stated, he bought a plan on December 19, and it had a day wait periodThe contract effective date was March On February 15, the customer called to file a claimThe customer was told the contract has not started and failures would be his responsibilityThe
customer has since requested to cancel and has been authorized for a full refund

The customer's credit card has been refunded in full

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[It was
determined that the Transmission and the lower
control arms on my vehicle needed to be replaced. My vehicle was
taken into the shop on 9/5/2017, ASAP Warranty only approved the vehicle to be
repaired on 9/12/2017. During that time, they went back and forth and
tried to make this seem like it was a Nissan CVT Transmission issue, along with
the fact that they were insisting on obtaining my purchase documents from when
I purchased the vehicle back in 2012, which was never requested in Feb
when I purchased the warranty policy, and frankly was none of their
business. I purchased the warranty policy at 99,miles, yet they
wanted ALL maintenance records, which again was also none of their business,
and they never requested it when I purchased the warranty policy, they bullied
me in handing it over, otherwise threatened that they would not repair my vehicle
Also during that time frame, I was loaned a vehicle from Ft Worth Nissan and I
had to figure out the expense, ASAP did not foot the bill for this
I was
notified by ASAP on 9/21/2017, days after the transmission was fixed to take
it into the Bob's Premier Automotive Repair to get the control arms
fixed. I went back and forth with ASAP, since Bob's Premier Automotive
Repair stated that it could take up to 4hrs to fix this, I was yelled at by Alex
(representing ASAP Warranty on the phone and bullied, advised that they would
not provide a rental vehicle for 1/dayMy vehicle was only fixed on
10/27/
The
contract does not state anything about the vehicle getting fixed at a shop of
their choice, but they chose to do that to be cheap. It clearly states
that "I could get it fixed at a shop of my choice, but this was not the
case, they insisted that I get the Transmission fixed at Nissan and then the
lower control arms at Bob's Automotive Repair shop
Warranty on the Transmission:
months/12,miles whichever comes first and after that, they are not going to
warranty anything
Lower control arms: they are warranting
the part (which they bought and sent to the shop), but not the labor......how
is the customer covered in this instance?
The invoice from Bob's Premier
Automotive Repair clearly states no warranty on the labor
The
policy also states that "Our aggregate limit of liability under this
CONTRACT FOR REPAIR COST or for any other purpose is the lesser of the amount
YOU paid for the VEHICLE or the reasonable trade in value of the VEHICLE based
on its actual condition at the time YOU purchased this CONTRACT. OUR
limit of liability under this CONTRACT for REPAIR COST for a single repair
visit is the reasonable trade in value of the VEHICLE based on its actual
condition at the time YOU seek a repair under this CONTRACT“They offer
deceptive practices and bully customers, all of which had not told me at the
time when I purchased the warranty.
Also, nowhere
in the contract does it state that the customer must pay for Fluids,
Transmission kit or any kits or Sales Tax. I understand that DE is a non-sales
tax state, but I live in Texas. I purchased the policy from a State where
there is no sales tax, how is that my issue?? When they collected the
$2,from me, they had to pay sales tax to the State of Texas for this
revenue, and when they have expenses, they should pay it also and the State of
Texas would reimburse them this difference between what they paid when they
collected $2,and when they paid costs of $3,for the repairs. I am
also going to report them to the State of Texas, because they should pay sales
tax on the $2,collected from a customer in this State.
See the documents attached:
1. 1. ASAP
Warranty Policy
2. 2. Email
from Bob's Premier Automotive Repair Shop
a. Invoice
from Bob’s Premier Automotive Repair
3. 3. Nissan
Invoice and customer copy of repair pages (see page 4), statement stating that
certain costs should not have been covered by me
Regards,
*** ***

COMPLAINT ID # Regarding this complaint, the customer filed a claim and ASAP authorized the repair and shipped a part to the repair shopThe shop stated they never received the partASAP proceeded to authorize the repair using the part the shop had in stockThe paid invoice and receipt
are attached

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 since I was refunded my money. I do appreciate them refunded the full amount to me, however, I did receive a call from a representative of ASAP who threatened to sue me for defamation of character and slander, which I didn't appreciate and hopes that I do not receive any more phone calls of the sort. I would like to state that my car was not towed to the repair shop, it was driven their and we were given paperwork showing the car passed inspection before we purchased it, so don't understand how something so major could go wrong in the small amount of time. At purchase, I didn't have a contract to read and knew nothing about unknown pre-existing conditions which I still state most 'used' cars will have unknown pre-existing conditions. I have learned from this whole experience and just won't have a warranty any longer.
Regards,
*** ***

ASAP has issued a full refund using the customer's original method of credit card paymentPlease see the attached refund transaction receipts as confirmation

Customer was informed on the date of 7/05/that we wanted to assist him but he was not to have anything replaced, He was have the repair facility tear down the engine in order for ASAP to verify the cause of failure as previous inspections performed only indicated a noise present not a mechanical breakdown as defined in the contractThe repair facility in which was working on the vehicle was left several voicemails indicating to call us in order to get a full estimate once the vehicle was torn down so ASAP can move forward with a final decisionThe customer was reached out to on the date of 07/17/and informed we were not able to get in contact with the shop and he was informed that we would make another attempt to call the shop on the same dayThe repair facility never responded to the voice mails nor did they reach back out us with the needed information to move forward with our customer's claimThe customer submitted a receipt dated 8/01/indicating the work was completed, the customer did not follow the directions of having ASAP warranty called with all the needed information and removed the ability to verify if the said failure met the guidelines of our 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
[I an not satisfied with their response, or their lack of communication in explaining what all the exclusions wereIt should have been explained to me that manual transmission would not be covered, since I have a manual transmissionI feel this information was purposely ommittedThey say I received the hard copy within ten days, but I didn'tThey didn't send me the hard copy until late July/early AugustThey are not honest, and I am very disappointed in their service
Regards,
*** ***

The reason the claim was declined was due to the fact that on 8/26/2016, which was and half months and 3,kilometers (Canadian vehicle) before the customer filed a claim with ASAP for a transmission replacement, a certified repair shop recommended the customer replace the transmission fluid and
that was declined by the customerThe invoice recommending this fluid replacement is a legal documentThe customer provided a previous invoice showing a fluid replacement was doneThis however does not prove anything based on the fact that anything could have happened in between transmission maintenance performancesIt also leaves open the possibility of the transmission having already been failed and the fluid needed replacement so quickly because a failed transmission would burn the fluid, causing it to be recommended for replacement againThis comes down to a case of improper maintenance based simply on the fact that a certified technician recommended maintenance and it was not performed by the vehicle owner

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 dropped my car at the shop and it took the shop 2 days to get it diagnosed. Next the shop contacted ASAP and let them know what needed to be fixed. Asap wanted a written invoice of all repairs needed before they would review necessary repairs. They received the invoice from the shop and took another week before they acknowledged they received the invoice. Their next step was to send out an inspector, to look over the car to verify the shop claim. After several days of me and the shop calling them, the finally sent out an inspector. After the inspector came out, it took several days for ASAP to admit they received the condition report from the inspector. After I called several more times to find out the decision on the repairs, ASAP told me they denied claims to fix the turbo, charcoal canister(exhaust part), and oil leak. They did agree to pay approximately $450 for wheel bearings(suspension parts). They told me that none of the other parts failed. Currently my turbo still isn't functioning and my car displays a notification that my drivetrain is malfunctioning. After denying all but 1 claim on my car I asked ASAP to cancel my warranty. I paid $650 out of pocket to fix the charcoal canister and accumulated approximately $450 in car rental charges. I received an email notifying me that they will be refunding me $1838.40 of the $2175 that I paid in full. Due to their lack of urgency and taking almost 3 weeks to make a decision on whether they would fix my car. I should be refunded my full amount due to the inconvenience they caused me along with the $450 car rental bill I paid. 
[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.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 resolved. They are trying disput the chargeback and have not agreed to issue a refund.

Please see the attached refund transaction receipts as verification the refunds were issued.

The customer contacted ASAP and purchased a Service Contract for the vehicle on September 9, 2016, with 48,931 miles. The contract ha a 30 day and 1,000 mile wait period in order to become active. The start mileage was 49,931 miles. On November 29, 2016, the customer filed a claim. The mileage on...

that date 50,880. The repair shop reported failures to the starter, the drivers rear window regulator, the driver's window switch, and the vehicle the instrument cluster. ASAP sent a certified, 3rd party inspector to view the vehicle. The inspection report (please see attached) states: "The starter is dragging. Left rear window is down, won't come up. The motor is operating but does make a grinding noise, consistent with a faulty window regulator. Driver's window switch does work fine, the failure seems to be an intermittent failure. Tech tried to demonstrate a fault, but no fault demonstrated. Driver information center of the cluster is non-op, it just blinks. Failure to the left rear window regulator. Electrical failure of the driver information center cluster. No failure demonstrated for driver window switch. The vehicle has only traveled 950 miles since the contract started. The wear to these items that resulted in the failure is a pre-existing condition." The customer was then informed ASAP does not cover pre-existing conditions. The customer has subsequently requested to cancel the service.

Thank you for bringing this to our attention. The customer was provided a refund in the amount of $2151.66 on May 22nd 2017. The customer was also sent a copy of the refund transaction receipt to verify that the refund was actually performed by us. We have attached a copy of this refund transaction...

receipt to this response. 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. I have a problem with this false statement made by ASAP below: 5/23/17, mileage 97,280: A claim was filed for a complete transmission overhaul. The customer was informed: Inform consumer and shop after reviewal of maintenance records and previous claims. On the date of 8/22/16 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 5/6/17. 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 9 months and over 7000 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 cooler. As 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 statement. I 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 you. Let'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, #8 and #9 in the contract:5. 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 andgaskets.8. Drive Axle: Housing(s) and cover if damage by internally lubricated parts. All internally lubricated parts including: axleshafts, universal joints and yokes, constant velocity shaft or joint or both, drive shaft center bearings, supports, propellershafts, locking hub mechanisms.9. Differential 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 refund transaction receipt as confirmation the refund was issued to customer.

Please see the attached refund transaction receipt as confirmation the customer's refund has been issued.

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