CarShield

We spoke to Ms. [redacted] on July 19th regarding someone calling in to inquire about her service contract.  Ms. [redacted] said it was probably her son, but she knew nothing about him calling into our office.Ms. [redacted] does have coverage she purchased through us for her 2002 Nissan Ultima.  She...

purchased the American Auto Shield Powertrain Gold Coverage for her Ultima on July 7, 2016.  American Auto Shield is an A+ rated, Revdex.com accredited administrator that handles all claims submitted during the life of Ms. [redacted] contract.Mr. [redacted] may cancel her coverage at any time.  If she would like to cancel her coverage, all she would need to do is fax or email us a signed letter requesting cancellation of her coverage, for our records.  This letter releases us from any liability regarding future claims.  Ms. [redacted] can email her letter to [email protected] or fax it to [redacted].  If Ms. [redacted] cancellation request is received on or before August 7th, she will receive a full refund of the down payment she made, sent by check to the address we have on file.If we receive her cancellation request after August 7th, Ms. [redacted] would receive a prorated refund.We hope this helps clarify and resolve this situation.

Initial Business Response /* (1000, 5, 2015/04/29) */
If Ms. [redacted] could provide us with the ID number that appears in the upper left hand corner of the notice she received, we would be able to determine if the mail piece was sent on our behalf or by one of the many marketers out there that send...

similar mail pieces. We would then be able to remove her from our mailing list.
The mailers we have sent out, if read (as Ms. [redacted] pointed out) state that, "Auto Service Agency is an independent nationwide company marketing vehicle service contracts on behalf of leading third party administrators. Auto Service Agency is NOT affiliated with any auto dealer or manufacturer".
Again, If Ms. [redacted] can provide that ID number, we would be happy to remove her from our mailing list.
We request this complaint be removed from our file until it can be determined if the mailer she received was sent on our behalf.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The code on the mailing list is 064AFXXXXX
Final Business Response /* (4000, 9, 2015/05/07) */
Thank you for providing the ID number found on the mailed advertisement. This is a mail piece that was sent on our behalf.
We have removed Ms. [redacted] from our mailing list. She should receive nothing further from our company unless something was just recently mailed.
Respectfully
Final Consumer Response /* (2000, 11, 2015/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept being removed but a better response would be to stop your deceptive marketing practices.

Initial Business Response /* (1000, 5, 2015/07/30) */
Mr. [redacted] called in on July 20, 2015 and asked to be removed from our mailing list. The call lasted for less than 1 minute.
Our representative asked for the ID number so he could locate the file. Mr. [redacted] asked to be removed from the...

list or he would file a complaint. Mr. [redacted] then terminated the call.
Mr. [redacted] has been removed from our mailing list as of July 20, 2015.

Final Business Response /* (1500, 9, 2015/11/13) */
Thank you for your correspondence regarding Ms. [redacted]'s complaint. We appreciate the opportunity to respond to this issue.
We do believe that the mailer is clear as to what service we are offering, if the consumer reads it.
The...

mail piece states, "This letter is to inform you that IF your factory warranty has expired, you will be responsible for paying for any repairs". It does not state the vehicle's factory warranty IS expired. It then goes on to offer the OPTION to protect the vehicle beyond the factory warranty.
The administrators we market for, American Auto Shield, United Car Care and Interstate National Dealer Services, are Revdex.com Accredited and A+ rated. This is exactly what the representative Ms. [redacted] spoke with for a little under 2 minutes stated.
Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage and have collectively paid over a billion dollars in covered repair claims.
If you consider our sales vs. complaint ratio, it is consistently less than 1%.
We have removed Ms. [redacted] from our mailing list and she should receive nothing further from our company.
We hope this helps address and clarify this concern. Please let us know if you need any additional information.

Again, we have never spoken to Ms. [redacted] on the number she has listed in this complaint.   They are many marketers out there that do call consumers.  We only call customers who have a prior relationship with one of our administrators and are up for renewal.We do send out mailed advertisements.  The mailer she received was sent on our behalf.  We have removed her from our mailing list.

Thank you for bringing this matter to our attention.  We appreciate the opportunity to respond to and resolve this issue.We have contacted United Car Care, the administrator/obligor of the service contract you purchased through CarShield.  United Car Care, who has full authority over...

claims procedures, approvals and denials, stated that this claim was denied due to continued operation verified by an independent inspector they used to assess the damage to the vehicle. If you would like to dispute United Car Care's decision on this claim, you would need to contact the Denver Revdex.com for arbitration in this matter against United Car Care.  Section J. of your contract outlines what to do in case there is a dispute concerning the interpretation of your contract between you and the administrator, United Car Care.  As listed on the declaration page of your contract, United Car Care's contact information is as follows:  ** [redacted]  Phone [redacted]  As CarShield is the marketing company you purchased your coverage through, we have no authority over claims.  However, United Car Care is an A+ rated, Revdex.com Accredited company through the Denver Revdex.com and they resolve any issues that are brought to their attention through arbitration. Please let us know if you need any additional information regarding the resolution of this matter.

Initial Business Response /* (1000, 17, 2015/12/01) */
The administrators we market for are all Revdex.com Accredited and A+ rated. Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage. The three administrators we...

market for are United Car Care, American Auto Shield and Interstate National Dealer Services and have collectively paid over a billion dollars in repair claims. Definitely not a scam.
We had already removed Ms. [redacted] from our mailing list, as she requested, and she should receive nothing further from our company.
We hope this addresses and resolves her concern. Please let us know if you need any additional information.
Initial Consumer Rebuttal /* (3000, 19, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it ridiculous that they say this is not a scam. How did they get my information then? My car dealership didn't give it to them, they didn't receive solicitation from me, nor was I referred to them by another company. Their business information was very hard to find, phone numbers come up as "shady", and ALL over the internet people have claimed being taken by these people! Not to mention the customer service people are rude and crass.

We have removed Ms. [redacted] from our mailing list.  She should receive no further mailed advertisements from our company.  We apologize for the inconvenience.

Complaint: [redacted]
I am rejecting this response because: I would like a full refund because I did not violate any of the conditions of the contract, Car Shield denied my claim based off false information provided to them by a car repair shop. Yes I will forward Car Shield a copy of my state inspection which proves that The car had no mechanical problems when the warranty was purchased. The repair shop that informed Car Shield of the false information also pulled up the state inspection date and agreed with me that the check engine code was not there when the warranty was purchased. 
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
If Mr. [redacted] purchased an extended vehicle service contract to 100,000 miles from his dealership, there is no way that we could know that information. If a consumer has previously purchased extended coverage and received one of our mailed...

advertisements, it can simply be discarded.
We have removed Mr. [redacted] from our mailing list. He should receive no additional advertising from our company.

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to and resolve this matter.Ms. [redacted] purchased coverage for her 2007 Saturn on May 5, 2017.  During the sales call our representative asked if the consumer's vehicle has a salvage or branded title, as...

the underwriters will not allow coverage to be written on such vehicles.  The response was no.Vehicle title branding is the use of a permanent designation on a vehicle's title, registration or permit documents to indicate that a vehicle has been written off due to collision, fire or flood damage or has been sold for scrap.It was not disclosed during the sales call that this vehicle had a branded title.  When the administrator of Ms. [redacted]'s contract, United Car Care, discovered the Saturn had a branded title; they voided the contract and refunded Ms. [redacted] in full.  On August 2, 2017 Ms. [redacted]'s credit card was refunded in the amount of $150.00 and a check for her remaining refund of $342.87 was mailed to the address listed in this complaint.  This brings her total refund to $492.87

Initial Business Response /* (1000, 5, 2015/04/21) */
Our sales representatives ask during the sales call if the vehicle has a salvage or branded title. The administrators we market for will not cover vehicles with salvage or branded titles.
United Car Care ran a carfax on Mr. [redacted]'s vehicle...

and it came up as a salvaged title...non-collision...from 2011. Mr. [redacted] didn't realize his vehicle had a salvaged title.
Due to this report, United Car Care will not cover Mr. [redacted]'s vehicle.
We will issue a full refund of the monies Mr. [redacted] has paid into his coverage.
He will receive the down payment he made credited back to his Visa Card ending in [redacted] and the remainder of his full refund will be sent by United Car Care by check to his [redacted] address.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for your correspondence regarding Ms. [redacted]'s complaint. We appreciate the opportunity to respond to and resolve this issue.
We do believe that the mailer is clear as to what service we are offering, if the consumer reads it. ...


The mail piece states, "This letter is to inform you that IF your factory warranty has expired, you will be responsible for paying for any repairs". It then goes on to offer the OPTION to protect the vehicle beyond the factory warranty.
The administrators we market for are all Revdex.com Accredited and A+ rated. Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage.
We have removed Ms. [redacted] from our mailing list and she should receive nothing further from our company.
We hope this addresses and resolves her concern. Please let us know if you need any additional information.

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. I received my refund.
Sincerely,
[redacted]

Information scanned to file.

Thank you for bringing this to our attention.  We appreciate the opportunity to respond.The prorated refunds are figured by days and miles in our processing department, if a customer chooses to cancel their service contract.  Our customer service representatives are not trained in...

processing details and cannot give out prorated refund amounts. This amount changes daily, as any prorated refund does.  Stating a prorated refund amount could be confusing if a consumer decides to keep his coverage for a time after the amount is given.  When a customer then decides to cancel months later expecting a refund amount stated months prior, they could feel misled.If Mr. [redacted] chooses to cancel his coverage, as of today's date he would receive a refund totaling $1002.62.  If Mr. [redacted] chooses to cancel his coverage for any reason, he can fax or email his cancellation request, including his contract number of [redacted], and his current mileage, to [redacted] or [redacted]@srb1.com Respectfully......

We appreciate the opportunity to respond to and resolve this matter.If Mr. [redacted] could provide us with a copy of the mailer he received or provide the code that would appear on the mailed advertisements sent on our behalf; we would be able to determine if the mailer was sent by our...

company.Until it can be verified that the mailer he received was one sent on our behalf, we respectfully request this complaint be closed as invalid.We have entered Mr. [redacted]'s mailing address into our "do not mail" list.  He should receive no mailed advertisements from our company.

We have received Ms. [redacted]'s letter requesting cancellation as of today.  We haven cancelled her contract, as she requested.  We have also waived the cancellation fee for her as a gesture of goodwill.  Ms. [redacted] has been covered since February 23, 2017 and she will be receiving...

a prorated refund of 951.23.  $900.00 will be credited back to her MasterCard ending in [redacted].  The remaining balance of her refund, $51.23, will be mailed to the address listed in this complaint.We have processed the $900.00 credit as of today.  MasterCard generally takes 3-5 business days to show credit to an account.  Ms. [redacted] should be receiving the check for the remainder of her refund in 7-10 days.

Initial Business Response /* (1000, 5, 2015/08/04) */
Mr. [redacted] called in on July 16, 2015 to say he had not received his service contract paperwork in the mail. Our representative verified his mailing address and told Mr. [redacted] we would be happy to mail him a copy of the coverage. He agreed to...

that.
If Mr. [redacted] would like to cancel his coverage, we will get that taken care of for him as of today. He will be receiving a refund of the down payment he made of 195.00, credited back to his Mastercard ending in [redacted] Mastercard generally takes approximately 5 business days to show that credit to the account.