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C.A.R.S Protection Plus Inc

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C.A.R.S Protection Plus Inc Reviews (345)

December 7, 2016VIA: EMAIL/WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2008 DODGE AVENGER VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated December 5, 2016, enclosing the...

above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on November 14, 2016. On that same date the customer also applied for a CARS Value Limited Service Contract (3 Months/4,500 Miles] and the same was received with payment and approved by CARS on November 21, 2016 (See attached Service Contract].On November 30, 2016 at 2:47 p.m., CARS received a telephone call from a repair facility stating that the customer's vehicle was experiencing mechanical issues, specifically for the catalytic convertor, intake manifold & runner and seat. On that same date, at 3:04 p.m., the repair facility advised that the check engine light (“CEL"] and the air bag light were on. During that telephone call, CARS went over the claim procedures with the repair facility and also advised the repair facility to obtain the customer's permission to tear-down the vehicle to the point of component failure and to contact CARS with the cause of failure and estimate prior to having any repairs performed.On November 30, 2016 at 4:07 p.m., the repair facility contacted CARS to advise that he could feel that the flaps were stuck and not moving on the intake manifold. During that telephone call CARS advised the repair facility to obtain permission from the customer to further tear-down the intake manifold and advise CARS of the findings.On November 30, 2016 at 4:22 p.m., in a recorded call, the repair facility advised CARS that they removed the intake manifold and that the flappers were seized from carbon buildup and metal shavings. CARS advised the repair facility that the claim would be reviewed and we would advise the repair facility of CARS' decision.On November 30, 2016 at 4:33 p.m., in a recorded call, the repair facility also advised CARS that the small metal flakes were not a cause of failure for the flaps sticking on the intake manifold, just carbon buildupAfter review of the claim and the recorded calls, CARS contacted the repair facility on November 30, 2016 at 4:37 p.m., and advised in a recorded call that CARS would not be able to assist with the claim due to the carbon build up, which is not a covered component pursuant to the Terms and Conditions of the customer's Service Contract. During that telephone call, the repair facility requested to speak with a claims manager.On November 30, 2016 at 4:44 p.m., a CARS claims manager returned the repair facility's voicemail. During that recorded call, the repair facility inquired as to why the claim would not be covered by CARS. CARS claims manager advised the repair facility that carbon is not a failed covered component under the customer's Service Contract; therefore, CARS would not be able to assist with the repair.Thereafter on December 1, 2016 at 3:42 p.m., another CARS claims manager returned a telephone call to the customer's mother. In that recorded telephone call, CARS explained to the customer's mother that at no time did CARS provide the repair facility with any authorized amount or an authorization number for the repair of the vehicle. CARS also explained to the customer's mother that the failure was not caused by dirt. CARS additionally explained to the customer's mother that the failure was caused by carbon buildup, which is not a covered component under the Terms and Conditions of the customer's Service Contract. We further explained to the customer's mother that the carbon buildup was caused by a lack of maintenance, which could affect the catalytic convertor and also affect any required emission testing/inspection.By the customer's signature on his Value Limited Service Contract, it states under Covered Components: "Coverage limited to above components.” Also, under the Terms and Conditions at Paragraph 1(a) & (o) it states: "Components and Expenses Not Covered: Components not listed regardless of failure" and "Damage resulting from failure to maintain Your vehicle according to Your manufacturer's maintenance requirements. Here, the repair facility chosen by the customer to repair his vehicle advised CARS that the failure to the intake manifold was caused by carbon buildup. As stated above, carbon is not a listed component and is not available for coverage under the customer's Service Contract. Additionally, carbon buildup is a result of the failure to maintain the vehicle. Furthermore, at no time during the processing of the claim did CARS provide the repair facility with an authorization number or any money allowance for the repair of the customer's vehicle.Therefore, for all the reasons stated above, CARS stands by its original decision as is not able to offer any assistance with the customer's mechanical claim of November 30, 2016.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason [redacted] General CounselJPM/cllAttachment

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.
Regards,
[redacted]

PROTECTION PLUSOctober 7, 2016VIA: Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2004 MITSUBISHI OUTLANDER VIN (Last 8)[redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated September 30,...

2016, enclosing the above-referenced consumer complaint and respond as follows: On August 24, 2016, the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Power Train Service Contract (3 Months/4,500 Miles] and the same was accepted with payment by CARS on August 29, 2016 (the attached "Service Contract"]. The customer's Service Contract will expire on November 29,2016.After reviewing the customer's consumer complaint, in an effort to amicably resolve this matter, CARS will issue the customer a check for $100.00 which is the amount she paid for her Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,JPM/jmm

November 28, 2016VIA: EMAIL/WEBSITE[redacted]Revdex.com of Western Pennsylvania [redacted]RE: COMPLAINT ID #[redacted]2006 BMW 750LI VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated November 17, 2016, enclosing the above-...

referenced consumer complaint and respond as follows:On November 28, 2016 at 9:12 a.m., CARS telephoned the customer to advise her that a claim must be opened on behalf of her vehicle so that CARS can determine if the repair to the customer's vehicle would be covered under her Service Contract. CARS also advised the customer to submit a towing invoice for her vehicle and CARS would reimburse her up to $100.00 towards the cost of towing.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely, JPM/jmm

I am in receipt of your letter dated October 15, 2014, enclosing the above-referenced consumer complaint and I would like to respond in the following manner: On September 23, 2014 at 10:23 a.m., CARS telephoned the customer in response to an email sent by the customer advising that his vehicle was...

leaking coolant and had timing belt, water pump and gasket issues. During that telephone call, we thoroughly searched our database and could not find any record of the selling dealer ever submitting to CARS a service contract application with payment for the above-referenced vehicle. We also advised that the selling dealer could still submit the service contract application with payment and proof of repair. We then referred the customer to the selling dealer.
Later that same day, CARS received the customer's service contract application; however, the service contract application was rejected because we were previously notified that the customer's vehicle was in need of repair prior to service contract acceptance.
On September 23, 2014, we advised both the customer and the selling dealer in writing that the customer's service contract application was rejected. We also advised that proof of repairs would be required upon resubmission for possible approval by CARS. Copies of both letters are attached for your review. At no time did CARS accept any monies from the selling dealer for the customer's service contract application.
On October 3, 2014 at 8:50 a.m., CARS telephoned the customer in response to an email sent by the customer advising us that his vehicle now repaired. We advised the customer that the selling dealer must resubmit the service contract application, payment, and proof of repairs to CARS for possible approval. We then referred the customer back to the selling dealer.
On October 8, 2014 at 2:10 p.m., the customer advised us that the head gasket has been replaced on his vehicle. We then went over the rejection letter and advised the customer that the selling dealer must resubmit the service contract application, payment, and proof of repairs to CARS for possible approval. We then referred him back to the selling dealer.
On October 9, 2014 the letter sent advising the service contract application rejection to the customer was returned to CARS as undeliverable. Please see attachment.
It was also thoroughly explained to the customer during the above-referenced telephone calls that if CARS was made aware of a mechanical failure, prior to the dealer submitting for acceptance the service contract application and payment, CARS would reject and send back the service contract application with payment. At that time we would require proof of repairs before possible acceptance of said service contract application. In addition, if the dealer submitted a service contract application thirty (30) days or more after the purchase date of the vehicle, CARS would reject/send back the service contract application with payment and require an inspection before possible approval.
Please also be advised that by the customer’s signature on his service contract application, the customer acknowledged that he read, understood and agreed to the terms and conditions contained therein. Directly below the customer's signature, it clearly states:                                    �... "The Service
Contract Goes into effect when this application is received with payment and approved by C.A.R.S. Protection Plus, Inc." In addition, the service contract application clearly states under Terms and Conditions at Paragraph 1(b): "COMPONENTS AND EXPENSES NOT COVERED: "Component failures that occur before C.A.R.S. Protection Plus, Inc. ("C.A.R.S.") approves this Service Contract Application are not covered. C.A.R.S. does not warrant the condition of the vehicle at the time of purchase.” The service contract also states at 2(d): "PROVISIONS OF THE SERVICE CONTRACT: "We reserve the right to reject or cancel any application or Service Contract for cause as determined by C.A.R.S." Since CARS was notified that the customer's vehicle was in need of repair prior to service contract acceptance and no monies were accepted by CARS, the customer's vehicle currently does not have coverage under any of CARS' service contracts. Therefore, CARS is not able to assist with the repair of the customer's vehicle.
Until CARS receives service contract applications with payment, we have no information that the customers even purchased a CARS service contract. It is the responsibility of the dealer to submit the service contract application with payment for approval and also the customers’ responsibility to contact CARS if they do not receive notification that their service contract was approved.
CARS service contracts are sold wholesale to the dealers and it is the dealer's responsibility to submit the service contract application with the required paperwork for service contract approval. CARS does not sell its service contracts to the public; therefore, until service contract application approval, the dealer is responsible to furnish CARS with all appropriate information for our review of the service contract applications.
CARS service contract applications provide that they go in effect on the day they are received with payment and approved by C.A.R.S. Protection Plus, Inc. Since CARS never received or approved a service contract application with payment from the selling dealer, the customer's
vehicle does not have coverage under any of CARS’ service contracts. Any further issues regarding this matter are between the customer and the selling dealer.
I hope this information is helpful to your inquiry. Should you have any further questions regarding this matter, please do not hesitate to contact my office.
Sincerely,
[redacted] General Counsel

RE: COMPLAINT ID #[redacted]2000 FORD EXPEDITION VIN (Last 8): [redacted] OUR FILE NO.: C-[redacted]Dear Ms. [redacted]:I am in receipt of your letter dated December 10, 2015 enclosing the customer’s consumer complaint regarding the difficulties the customer and the repair facility experienced while attempting to...

reach CARS via telephone on December 10, 2015 to open a claim on behalf of the customer’s vehicle.After receiving your letter, CARS contacted the repair facility and processed the claim made on behalf of the customer's vehicle. In a goodwill gesture, CARS waived the $100.00 deductible that the customer was responsible to pay pursuant to the Terms and Conditions of his Service Contract.On December 10, 2015 CARS experienced technical difficulties with our telephone system. These technical difficulties affected other businesses in our nearby area as well. These difficulties were beyond our control and we apologize for any inconvenience to the customer and to the repair facility.After the claim was processed CARS went over the claim with the customer and the waiving of the deductible towards the repair of his vehicle.CARS considers this matter now resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted]General Counsel

From: [redacted]Date: Thu, Jun 16, 2016 at 3:26 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com [redacted]
This is Mrs. [redacted] regarding to my 07 Chrysler truck. They are charging me $385 to release my truck without my consent to look at the truck without calling me telling me what is going on and my insurance told this man named Chris to look at it and Chris did it now he wants me to pay $385 in order for me to release my truck. I do not have $385 they should've called me, I want them to pay for my truck and to get it fixed. Chris said water got into my motor they want me to pay to break the motor in car protection, his name is Jim. From: [redacted]Date: Fri, Jun 17, 2016 at 11:59 AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted]To: Revdex.com <i[redacted]
his im writting about the 07 chrysler the car protection plan to the people who have my truck to chech the oil level n tire pressure n aact an day didnot contect me tell me that they are going to check my pressure on the truck now they wont me to pay 385 dollar for what they should have call me before they did any thing now the car lot people will not release my truck until I pay them they money I dont have no money for what

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.
Apparently, there is no way that customer could win. CARS Protection is taking advantage of system and unfortunately the system does not do too much to help us. I read a lot of complaints about this company. ( I regret myself not do it before I pay for it). They claimed it was inspected by the "independent" inspector. The independent inspector is actually someone who received his paid from Cars Protection , therefore it cannot be called independent, because "coincidentally" for any inspection, the inspector provides the same diagnostic: "Not to be covered". In other words, the inspector works in function who pays his services CARS Protection, which obviously is less than CARS could pay its obligation. In order to verify if CARS Protection is honoring the contract I would like to get the records about how many claims they receive and how many of them are actually paid. If my assumption is correct then we can get the conclusion the Cars Protection is taken advantage of business and the system by selling "insurances" that they know in advance that they are NOT going to cover.  When someone buys a used car, the customer cannot checked the car internally, that is the reason why we (the customers) buy a warranty to prevent any issue. However, Cars Protection  knows that and selling "insurance" that they know in advance they are not going to cover because their "independents" inspectors are going to say the same thing. It is a good business, isn't it? Unfortunately, we, the customers are naive buying this type of insurance for getting nothing, we just loose our money. I formally request the information from the "independent" inspector, name and license. Also, I would like to get from Cars Protection the information about how many claims were received and how many of them were actually paid them. Otherwise I will take this issue to [redacted] Consumer Affairs complaint, General Attorney of [redacted], media (newspaper and television), and social webs to share this type of business.Thanks in advance,
Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Received letter today in the mail that was sent to [redacted] Auto & copy of the check. Have not heard from them on this matter as of yet. Thank you for handling this situation so promptly. 
Regards,
[redacted]

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]

RE:     COMPLAINT ID #[redacted] 2003 MERCEDES CL500 VIN (Last8): [redacted] OUR FILE NO.: [redacted] Dear Ms. [redacted]: I am in receipt of your letter dated February 17, 2015, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the...

customer purchased the above-referenced vehicle on December 2, 2013. On that same date the customer also applied for a CARS Value Plus Contract (36 Months/Unlimited Miles) and the same was received with payment and approved by CARS on January 9, 2014 (See attached Service Contract). On December 4, 2014, CARS received a coverage cancellation request from the customer. The customer’s request for cancellation of his Service Contract was processed on December 5, 2014. The customer acknowledged that he read, understood and agreed to the terms and conditions contained therein. The customer's service contract clearly states under terms and conditions at Paragraph 5 (a through d): CANCELLATION PROVISIONS: "There is no credit for early termination except if the vehicle is declared a total loss by the carrier insuring the vehicle or if the vehicle is repossessed by the lien holder as stated. C.A.R.S. shall refund to the dealer a portion of the amount received by C.A.R.S. for your Service Contract on a monthly prorated basis, less a service fee (not to exceed $50.00), as long as no claims have been made against the vehicle. If a vehicle is altered or modified after purchase and if a claim has been made or paid, the Service Contract is cancelled and no refund shall be issued; and If the Service Contract is financed, you have the right to cancel the contract within the first 20 days by providing a written request to cancel for a full refund of the amount received by C.A.R.S. for the Service Contract, less any claims paid. The refund shall be paid to the lien holder. After 20 days, you have the right to cancel the Service Contract at any time by providing a written request to cancel. The lien holder will be refunded a prorated refund of the amount received by C.A.R.S. for the Service Contract, less a service fee (not to exceed $50.00), less any claims paid." CARS is regulated on refund policies by each state that CARS conducts business in and we strictly adhere in those states where their statutes supersede our cancellation provisions. Here, the customer signed the service contract application when he purchased the above-referenced vehicle stating that he had read, understood and agreed to the terms of the service contract. Therefore, CARS is directed by [redacted] state statute to refund a pro-rated amount of the monies CARS received for the Service Contract, less any claims paid and less a 10% service fee. CARS service contracts are sold wholesale to dealers and the dealers have the right to make profits on the service contracts. Since the selling dealers pay CARS for a customer's service contract, we send our portion of the refund to the selling dealer. This provides the selling dealer the opportunity to refund the customer their portion of the profit of the monies due the customer. Here, the customer’s selling dealer remitted the amount of $799.00 for his Service Contract. Therefore CARS calculated the customer's prorated refund as follows: Amount received from dealer for service contract: Term of service contract - 36 months $ 799.00 Less seven (7) months proration $24.98 per month - $ 244.14 Less stop payment fee - $ 15.00 Less service fee - $ 50.00 Total refund owed by CARS $ 489.86 Total refund owed by Dealer $ 849.03 Total amount due Customer from the Dealer $ 1,338.89     On December 9, 2014, CARS mailed the dealer check no. 214994 for our portion of the refund. This check was never received by the dealer and the check was never cashed. After thirty (30) days, CARS stopped payment on check no. 214994. Thereafter, on January 22, 2015 CARS sent the attached letter and check no. [redacted] for our portion of the refund to the dealer. Any remaining monies are the responsibility of the selling dealer. On February 18, 2015, CARS spoke to the dealership regarding the customer's Revdex.com complaint and the monies due the customer. We were advised by the dealership that they refunded the customer the full amount he was owed from both CARS and the dealership. If this is not the case, please advise CARS. When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact me.

August 19, 2015 VIA:    ELECTRONICALLY THROUGH Revdex.com WEBSITE [redacted] RE:     COMPLAINT ID #[redacted] 2005 [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms. [redacted]: I am in receipt of your letter dated August 19, 2015, enclosing the above-referenced...

consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on June 12, 2015. On that same date the customer also applied for a CARS Power Train Service Contract (3 Months/4,500 Miles) and the same was received with payment and approved by CARS on July 1, 2015 (See attached Service Contract). On July 27, 2015, at 4:11 p.m., CARS received a telephone call from the repair facility advising that the customer’s vehicle was experiencing cylinder head and air pump issues. We then went over our claim procedures with the repair facility. On July 27, 2015, at 4:43 p.m., the repair facility advised CARS that there was smoke from the tailpipe and leaks from the valve cover gasket. CARS again went over our claim procedures with the repair facility. CARS advised the repair facility to obtain the customer's authorization to tear-down his vehicle to the point of failure and to verify the cause of failure and extent of damage to his vehicle. CARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Condition of his Service Contract. Fourteen (14) days later, on August 10, 2015, at 11:23 a.m., the repair facility advised CARS that the vehicle was smoking. The repair facility further advised that the customer's vehicle had not been touched by the repair facility because the customer advised that he would not pay for the tear-down charges. CARS explained that we needed to know what had failed on the customer's vehicle in order to move forward with the claim. The repair facility's contact person translated for the mechanic and advised that the mechanic was not sure if the valve seals and/or valve guides had failed. CARS again explained that we needed to confirm the cause of failure to determine coverage under the customer's Service Contract. The repair facility advised that they would have the customer call CARS. On August 10, 2015, at 3:29 p.m., a claims manager returned a telephone call to the customer's mother who advised CARS that she wants to make sure CARS will pay for the repair of her son's vehicle prior to authorizing tear-down. CARS advised her that we cannot guarantee anything other than CARS will proceed with the claim according to the Terms and Conditions of her son's Service Contract. CARS further advised that we cannot move forward with the claim until it is verified that a covered component under her son’s Service Contract has failed. On August 12, 2015, at 2:53 p.m., the repair facility advised CARS that the cylinder heads were off and the valve stem seals were the only component needed to repair the customer's vehicle. On August 13, 2015, at 4:06 p.m., CARS advised the repair facility that we were unable to assist with the repair of the customer's vehicle pursuant to the Terms and Conditions of the customer's Service Contract, specifically, valve seals are non-covered components. After a management review of the July 27, 2015 mechanical claim made on behalf of the customer’s vehicle, in a goodwill gesture, CARS is willing to assist with the repair of the customer’s vehicle as follows: We could supply the head gasket set for $194.50, the upper intake set for $314.21 and the head bolts for $60.54. ProDemand labor guide stated that decking and the repair should take 36.0 hours to complete and the customer's service contract pays up to $60.00 per hour. Therefore, total labor covered is $2,160.00. The claim was also subject to a $100.00 deductible. The total value of the claim after the deductible was applied is $2,629.25, and we could supply the parts as stated above and pay $2,060.00 towards decking and labor or pay $2,629.25 towards the repair of the customer's choice. The repair facility telephone must telephone CARS with the customer's decision prior to any repairs being done to the customer's vehicle. By his signature, the customer acknowledged that he read, understood and agreed to the terms and conditions contained therein. The customer's Service Contract states under Terms and Conditions at Paragraph 3(c): "SERVICE CONTRACT CLAIM PROCEDURES: A proper diagnosis shall include tear-down to the point of component failure, performed by the repair facility, to determine the cause of failure and the extent of damage and You are responsible for all charges." We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component was covered. This increases the probability that the vehicle will be repaired properly the first time. We were not requiring unnecessary teardown and diagnosis; we were only trying to determine the cause of failure. The customer's Service Contract states at Paragraph 2 (k): "CARS will arrange for payment of the authorized repair, less related charges not covered by the Service Contract, less a $100.00 deductible per claim." The customer is responsible for $100.00 of the authorized amount for the repair of his vehicle. It states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above- mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously stated. It is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicle. Any supplied parts we provide are tested and known to be in good working condition. Nowhere in our contract does it state that we must provide the customer with a new part when replacing a failed component. Under the customer's Service Contract, we were not required to cover the full cost of the repair. The service contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverage. Various provisions of the service contract inform the customer what components are specifically covered and the customer's financial responsibility for the tear down, diagnosis charges, filters, and taxes. If the Service Contract holder has any questions, CARS requests that the customer calls CARS directly. When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact me. Sincerely,Jason [redacted]General Counsel  [redacted]

January 13, 2017 200833 CADILLAC ESCALADE VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated January 12, 2017, enclosing the above-referenced customer's additional concerns regarding his vehicle.At this time the customer should have the repair facility telephone CARS to open a claim on behalf of the customer's vehicle.If you have any further questions regarding this matter, please do not hesitate to contact my office.

July 8, 2016VIA: Submitted to Revdex.com website[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2004 CHEVY 1500 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated July 5, 2016, enclosing the...

above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above- referenced vehicle on February 26, 2015. On that same date the customer also applied for a CARS Value Limited Service Contract (48 Months/55,000 Miles] and the same was approved by CARS on March 16, 2015. (See Attached Service Contract)On June 30, 2016 at 1:58 p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing steer box, head gaskets and knock sensor issues. CARS then reviewed our claim procedures with the repair facility.During the processing of the claim, on July 1, 2016 at 11:33 a.m., the repair facility advised CARS that the customer's vehicle was altered/modified with oversized tires. The repair facility further advised that the steering box, knock sensor and head gaskets had failed.On July 1, 2016 at 11:52 a.m., the customer advised CARS that he purchased his vehicle with oversized tires.On July 1, 2016 at 1:35 p.m., CARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was unable to assist with the repair of the customer's vehicle because the customer’s vehicle was altered/modified with oversized tires. CARS further that pursuant to the Terms and Conditions of the customer's Service Contract the customer's Service Contract was now cancelled and CARS would issue a prorated refund with a signed release from the customer.On July 1, 2016, CARS mailed the attached letter and Service Contract Coverage Cancellation & Release to the customer advising that his Service Contract was now void and upon CARS’ receipt of the executed Service Contract Coverage Cancellation & Release, a refund would be sent to his lienholder or the selling dealer.By the customer's signature on his Value Limited Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained therein. It is stated under the Terms and Conditions at Paragraph 1(d): “COMPONENTS AND EXPENSES NOT COVERED: Vehicles modified or altered from the original manufacturer's specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed." Here, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer’s vehicle was equipped with oversized tires. On July 1, 2016, the customer advised CARS in a recorded telephone call that the oversized tires were on the vehicle when he purchased it.The customer’s service contract also states at Paragraph 2(g): "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall void the service contract." However, since the customer’s vehicle was already altered/modified when the customer purchased it, CARS will refund a prorated amount of the monies that CARS received from the selling dealership for the cost of the customer's Service Contract.Here, we assumed that the customer’s vehicle met our eligibility requirements when the vehicle was approved by CARS on March 16, 2015. It was not until the processing of the June 30, 2016 claim that CARS became aware of the alterations/modifications to the customer’s vehicle. The alterations/modifications of the customer's vehicle are not according to the manufacturer's specifications.CARS relies on the information provided to us by the dealer, repair facilities and customers since we cannot inspect every vehicle that has a service contract with us. Here, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer's vehicle was altered/modified with oversized tires. Once notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediately. The customer's Service Contract is now cancelled; therefore, the customer no longer has service coverage under any of CARS service contracts.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely, Jason [redacted]General Counsel

September 12, 2017 VIA:  Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA  15220  RE:                 COMPLAINT ID#...

[redacted]                       [redacted]                                    VIN (Last 8):  [redacted]                                    OUR FILE NO.:  [redacted]             Dear Ms. [redacted]:             CARS has spoken to the customer and we consider this matter now resolved.                                   �... *. M[redacted]                                  �... General Counsel JPM/jmm

April 14, 2017VIA: Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2006 PONTIAC SOLSTICEVIN (Last 8): [redacted]OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated April 11, 2017, enclosing the above-referenced consumer complaint and respond as follows: On August 27, 2016, the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Value Limited Service Contract (6 Months/7,500 Miles) and the same was accepted with payment by CARS on September 6, 2017 (the attached "Service Contract").By the customer's signature on her Service Contract, she stated that she read, understood and agreed to the Terms and Conditions contained therein. It states under Terms and Conditions at Paragraph 5 (a through d): “CANCELLATION PROVISIONS: You have the right to cancel Your Service Contract up to 20 days from the effective date as stated on Your Cars I.D. card by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received bv CARS, less any claims paid."The customer Service Contract also states: “CANCELLATION & REFUNDPROVISIONS: OKLAHOMA Paragraphs 5 (a) and (b) are amended to include the following: You may cancel this contract at any time by notifying CARS in writing of Your intent to cancel. In the event the warranty is cancelled by the warranty holder, return of the premium shall be based upon 90% of the unearned pro rata premium less the actual cost of any service provided under the service warranty..."After a management review of the customer's consumer complaint, CARS determined that the customer was entitled to full refund of the amount CARS received for her Service Contract.We would like to point out here that the amount that the customer states in her consumer complaint that she paid for her Service Contract is not the amount listed on the Service Contract as the Service Contract Purchase Price. Here, the amount listed on the attached Service Contract is the amount that CARS received for the customer's Service Contract and the amount CARS will refund to the customer.When a claim is presented, CARS promptly investigates all circumstances surrounding the claim. CARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair.We hope this information provided is helpful to your claim. If you have any further questions, please contact CARS to assist you in efficiently resolving any outstanding concerns you may have.Sincerely,Jason *. M[redacted]General Counsel

January 10, 2017VIA: EMAIL/WEBSITE200833 CADILLAC ESCALADE VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated January 3, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on August 2, 2016. On that same date the customer also applied for a CARS Value Plus Service Contract (36 Months/Unlimited Miles) and the same was received with payment and approved by CARS on August 8, 2016 (See attached Service Contract).On January 10, 2017, pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid the repair facility via check in the amount of $692.00 towards the cost of fluids, ABS pump, and labor. Here, CARS waived the $100.00 deductible.Upon receipt of invoices from our suppliers, CARS will pay our suppliers in the amount of $827.14 for a front differential and a speed sensor pursuant to the Terms and Conditions of the customer's Service Contract.CARS now considers the customer's complaint resolved.The customer's vehicle has Service Contract coverage through August 8, 2019. If the customer's vehicle incurs future mechanical issues during the coverage term, CARS will process the claim to determine if the failed component is covered under his Service Contract. If the failed component is covered, CARS will process, authorize and pay the claim in accordance to the Terms and Conditions of the customer's Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason P. M[redacted] General Counsel

July 25, 2016 VIA:    SUBMITTED TO Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE:       COMPLAINT ID #[redacted] 2007 NISSAN MAXIMA VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms. [redacted] 1 am...

in receipt of your letter dated July 25, 2016 enclosing the above-referenced consumer complaint. I would like to respond in the following manner: On July 15, 2016 the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Value Limited Service Contract (12 Months/15,000 Miles) and the same was accepted with payment by CARS on July 19, 2016 (the attached "Service Contract”). On July 20, 2016 at 4:06 p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing alternator issues. We then went over our claim procedures with the repair facility. On July 20, 2016 at 4:20 p.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the alternator for $144.49. ProDemand labor guide stated the total repair should take 2.0 hours to complete, and the customer's Service Contract pays up to $60.00 per hour for labor. Therefore, total labor was $120.00. The claim was also subject to a $100.00 deductible. We explained that the total value of the claim after the deductible was applied was $164.49, and we could supply the alternator as stated above and pay $20.00 towards labor or pay $164.49 towards the repair of the customer's choice. The repair facility stated that they would advise CARS of the customer’s decision. On July 20, 2016 at 4:54 p.m., the repair facility advised CARS that the customer had found an alternator for $115.00. CARS advised that after the customer properly submitted an invoice for the customer supplied alternator and labor, CARS would issue a check to the customer for $135.00. On July 20, 2016 at 4:59 p.m., the repair facility advised that the customer would like CARS to ship the alternator to the repair facility. CARS then advised that the part would have to be ordered on July 21, 2016 since the deadline to place an order on July 20, 2016 had past. On July 21, 2016 at 8:49 a.m., CARS gave an authorization number to the repair facility to begin the repairs to the customer's vehicle. On July 21, 2016 at 4:15 p.m., CARS advised the customer that the part was ordered in the morning and it would take two business days for the supplied alternator to arrive at the repair facility.   The supplied alternator arrived at the repair facility on July 25, 2016 at 10:05 a.m. Please see the attached FedEx tracking sheet By the customer's signature on his Value Limited Service Contract he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract. It is stated in the Service Contract at Paragraph 3 (f): “SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously stated. It is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicle. It was the customer's decision to have CARS ship the alternator to the repair facility. The rental benefits of the customer's service contract states: "The Service Contract Holder will be reimbursed $25.00 for each eight hours of ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $300.00 per claim, if proof of rental is provided with an authorized claim. Down time, regardless of reason, is not included." Also the service contract states at Paragraph 2(m): "PROVISIONS OF THE SERVICE CONTRACT: C.A.R.S. will not be responsible for any time lost, any inconvenience caused by the loss of use of Your vehicle, the quality of the repair by the repair facility or for any other incidental or consequential damages You may have." Here, as stated above the time to repair the covered component (alternator) was 2.0 hours based on ProDemand Labor Guide; which would not entitle the customer to any rental reimbursement since the repair to his vehicle should take less than 8.0 hours. As CARS stated to the repair facility the alternator took two business days for delivery of the alternator. The customer's Service Contract states: "TOWING We will reimburse up to a maximum of $50.00, if proof of towing is provided with an authorize claim." Here, the customer is entitled to a reimbursement of $50.00 for the towing of his vehicle to a repair facility since his claim has been authorized by CARS. The customer must submit his towing receipt to CARS from the towing company and submit to CARS with his contact identification number for reimbursement. The customer has Service Contract coverage through July 19, 2017 or when the odometer registers 140,820 miles, whichever occurs first. If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer’s Service Contract. If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of his Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I find that the legal definition of satisfactory is far from acceptable. We purchase used vehicles with the understanding that things happen and try to compensate with these so called warranties in my case to the tune of $469.00 for a mere 90 days. Am I the only one who sees the injustice here?
Regards,
[redacted]

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]

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Description: AUTO WARRANTY PROCESSING SERVICE

Address: 4431 William Penn Hwy Ste 1, Murrysville, Pennsylvania, United States, 15668

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