First Automotive Service Corp.

To Whom It May Concern, We have reviewed your complaint that was submitted to the Revdex.com regarding the Vehicle Service Agreement (“VSA”) referenced above. According to our records, on May 2, we received a call from Tires Plus regarding your claim and we
advised them that the tire repair would have to be a customer reimbursement. The service agent said they would contact you to confirm and would call us back if you wanted to proceed. Our records do not show a follcall from Tires Plus to proceed with the claim, therefore a claim was never filed. The next time we heard from anyone regarding this claim was October 19, when you submitted a reimbursement request for the repairs. According to your contract (see attached) with First Automotive under the section titled “WHAT IS NOT COVERED: This Service Contract does not cover the following: AAny repair or replacement made without prior authorization from the Administrator.” The contract also states in bold type at the bottom of each page “YOU MUST OBTAIN AUTHORIZATION FROM THE ADMINISTRATOR BEFORE STARTING ANY REPAIRSPLEASE CALL ###-###-#### FOR AUTHORIZATION AND INSTRUCTIONS.” Tire Plus did not contact us to obtain an authorization before beginning the repairs. This claim is denied because (1) a claim was never officially submitted and (2) no prior authorization was given before the work began. As the administrator of this VSA, we have supported our denial and believe that this denial is valid and in accordance with the terms and conditions for coverage under the VSA. We trust that the pre-provided information satisfies any and all inquiries regarding the above listed VSA and the claim involved herein. Sincerely, David M**General Counsel

Complaint: ***
I am rejecting this response because:I have provided the requested documentation times by faxThey have not
contacted me in any way, and when I call them, there is no answerThe first claim was paid in a timely manner, and I have no complaints with that
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

A proper invoice with all information can be submitted via email to *** or via fax to ***
Once received, this claim will be re-adjudicated accordingly
Thank you

December 5, 2017Via Revdex.com [redacted]  [redacted]Re:  [redacted], [redacted] – Contract No. [redacted] / Claim No. [redacted]Dear Ms. [redacted]: We received your complaint regarding the Vehicle Service Agreement (“VSA”) referenced above and will try to address all of the...

issues you presented.  In the complaint you stated “I said ok contact the warranty company that was forced upon us to buy with the purchase of the car for almost 2000.00 and it should be covered.”  I have attached a copy of the contract and at the very beginning it states: IMPORTANT: Purchase of the Contract is not required in order to purchase or obtain financing for a motor vehicle.“The problem I have is nowhere in the protection brochure does it say that the repairs are paid out of pocket and then reimbursed.”  In the contract it states:  Section E. COVERED PARTS Subject to the terms and conditions of this Contract, We will pay, or reimburse You, for the reasonable costs to repair or replace…The claim in question was initiated on December 1, 2017 from a MIDAS repair facility. They were unable to produce a “finalized” invoice with which we can issue a direct payment by Credit Card. Under the circumstances, we can still process a claim. However, it can only be if the customer pays the shop for the repairs and submits the claim for reimbursement, which is what happened in this case. The payment issue was explained to the Service Advisor at the beginning of the claim process.  The Service Advisor was advised to contact you and we were told that you agreed to go forward. As of today, your payment has been sent to the accounting department to be processed.   If you would still like to cancel your contract, please email [redacted].  Please see below for the information you need to provide and details about the cancellation process.  G. CANCELLATION OF THIS CONTRACTCancellation By You You may cancel this Contract at any time by notifying the Administrator or Lienholder. Your cancellation notice must be accompanied by the then-current Vehicle mileage. If the Contract Price was financed, any and all refunds will be paid to the Lienholder. We trust that the information provided satisfies any and all inquiries regarding the above listed VSA and the claim involved herein.  If you have any further questions, feel free to contact us.   Sincerely, David M**General Counsel

Via Revdex.com Mrs. [redacted]   Re:     [redacted], [redacted] – Contract No. [redacted]             Revdex.com Complaint ID: [redacted]   Ms. [redacted]:   We are in receipt of the complaint...

submitted by you through Revdex.com to our offices regarding the Vehicle Service Contract (“VSC”) referenced above.   On January 3, 2018 I emailed you to let you know that we were in the process of solving the issue of your refund.  Later on January 3 we were able to email you a copy of the check that was being sent out to you. The check is being sent out by the dealership. Please contact us if you have not seen it by the end of the week.   We apologize for the difficulty you had in receiving your refund. We trust that the information provided satisfies any and all inquiries regarding the above listed VSA and the claim involved herein.   Sincerely,   First Automotive Services

[redacted], [redacted] – Contract No. [redacted]Revdex.com ID No. [redacted]                   Ms. [redacted], We received your Revdex.com complaint regarding the Vehicle Service Agreement (“VSA”) referenced above.  On October 17, 2017, the vehicle was taken into a...

repair facility with a claim called into our service center for a noise from the front end. The diagnosis was the CV axles were loose (which would account for the noise) and with CV boots that were torn and leaking. The contract lists the CV axles as eligible for coverage. However, there is a specific exclusion for the CV boots, see below: “Subject to the terms and conditions of this Contract, We will pay, or reimburse You, for the reasonable costs to repair or replace any or all of the following listed Covered Parts (for the coverage specified below that You have purchased) that fail as the result of a Covered Breakdown, subject to the exclusions listed in the “EXCLUSIONS—WHAT THIS CONTRACT DOES NOT COVER” section below. STANDARD COVERAGE 3. Drive Axle(s) – Drive axle housing and all internal Lubricated Parts, drive shafts, universal joints, and constant velocity joint unless failure was caused by neglected, torn, cracked or perforated constant velocity joint boot. See exclusion for constant velocity joint boots. EXCLUSIONS — WHAT THIS CONTRACT DOES NOT COVER 20. Constant velocity joint boots.”  Even with the purchase of the “High Tech” level of coverage, this does not change the CV joint/boot eligibility.   As the administrator of this VSA, we have supported our denial and believe that this denial is valid and in accordance with the terms and conditions for coverage under the VSA.  We trust that this information satisfies any and all inquiries regarding the above listed VSA and the claim involved herein. Sincerely,  David M**General Counsel

If Mr. [redacted] will supply the information we requested and in the format we requested, we will be happy to consider the claim for repairs on his vehicle. Thank you.

Dear Ms. [redacted]: On February 7, 2018 an inspection was done that established that your engine had suffered a catastrophic failure. One of the pistons literally “shattered” and the debris was very evident in the oil pan. The only thing that can account for the type of failure that the engine...

experienced is called “hydro-lock”. This condition occurs when any liquid enters the cylinder and overfills its volumetric capacity once the piston reaches the top of the bore (essentially just the volume of the combustion chamber itself). Because liquids cannot be compressed, it causes the “weakest” part to give way; in this case it was the piston and its connecting rod. The first inspection verified this part of the failure. But since only the bottom of the engine had been taken apart, what it didn’t verify was what was and/or where did the liquid come from?  We informed the service provider that further tear-down was needed to the top of the engine, in the “hope” that we would find that the cylinder head gasket had failed and allowed coolant to enter the cylinder. If the head gasket HAD failed, we would have been able to cover the entire repair. Unfortunately, this was not the case. The head gasket was discovered to be intact, so no coolant could have entered the cylinder. This left only two other ways that a liquid could enter the cylinder: (1) water “ingestion” (typically from when a vehicle is driven in flood “like” conditions), but there was absolutely no evidence of this phenomenon. (2) a malfunctioning fuel injector that sticks in the “open” position and allows an extreme excess amount of liquid fuel to enter the cylinder. Based on the fact that fuel evaporates (so there wasn’t any “left over”) and the fuel injectors are a relatively “common” failure, this led to the inevitable conclusion… “Hydro-lock” destroyed the engine, caused by excess fuel entering the cylinder because of a malfunctioning fuel injector.  The fuel injector is not a covered part. Therefore the engine was damaged as a result of a non-covered part failure. As the administrator of this Vehicle Service Contract (“VSC”), we agree with the initial denial of the claim and believe that this denial is valid and in accordance with the terms and conditions for coverage under the VSC.Dealers Alliance Corporation

Please see the attached in regards to:
Complaint ID: [redacted] & [redacted] – Contract No. [redacted]
Thank You March 17, 2016 [redacted]
[redacted] Re: [redacted] & [redacted] – Contract No. [redacted] ...

      Complaint ID: [redacted] To Whom It May Concern: We have reviewed Ms. [redacted]’s complaint submitted to our offices regarding the Vehicle Service Agreement (herein referred to as VSA) referenced above. After a review, First Automotive Service Corporation has received Ms. [redacted]’s request for reimbursement in the amount of $323.16 for repairs made to her vehicles wheel hub and bearing. As stated within this VSA under “E. WHAT TO DO IF YOUR VEHICLE SUSTAINS A MECHANICAL BREAKDOWN”, “(4) Make certain the repair facility contacts the Claims Department for instructions prior to any repairs. The Claims Department can be reached at ###-###-####. AUTHORIZATION MUST BE OBTAINED FROM THE ADMINISTRATOR PRIOR TO THE COMMENCEMENT OF ANY TEARDOWN OR REPAIRS.” Furthermore, as stated at the bottom of each page of Ms. [redacted]’s VSA: “AUTHORIZATION MUST BE OBTAINED FROM THE ADMINISTRATOR PRIOR TO THE COMMENCEMENT OF ANY TEAR DOWN OR REPAIRS. PLEASE CALL ###-###-#### FOR AUTHORIZATION AND INSTRUCTIONS”. In view of the fact that authorization was not obtained from the administrator prior to repairs, Ms. [redacted]’s request for reimbursement is denied. However, if Ms. [redacted] can submit a proper invoice indicating the year/make/model of the vehicle, Vehicle Identification Number (VIN), mileage, date, a statement from the repair facility indicating the cause of failure to the wheel hub & bearing, along with proof of payment, First Automotive will re-adjudicate Ms. [redacted]’s request for reimbursement as a gesture of good-will. I have enclosed a sample copy of Ms. [redacted]’s VSA and have highlighted the appropriate provisions for review. We trust that the pre-provided information satisfies any and all inquiries regarding the above listed VSA and the claim involved herein.Sincerely,David M**General CounselDM: cg

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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] I have sent the required invoice to the company via email.  03/21/2016 10:00 pm

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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] I have spoken to the repair shop and they will provide this to me on Monday.   Do I resubmit the invoice through here or through the mail?  To what address; as the company has many?

If Mr. [redacted] will submit the information we need to consider processing his claim, we will be happy to review it.  However, the information must be in the format we requested.  Please refer to the Summary Claim Notes. Thank you.