Fox Concrete

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 checkHave not heard from them on this matter as of yetThank you for handling this situation so promptly.? Regards, [redacted]

COMPLAINT ID # [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated August 13, 2015, enclosing the above-referenced consumer complaint and respond as follows:? ? ? ? According to our records, the customer purchased the above- referenced vehicle on February 5, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on February 6, (See attached Service Contract)Since the inception of the customer's Service Contract three (3) claims have been opened as follows: First Claim:? ? ? ? ? ? On April 28, 2015, at 9:a.m., CARS received a telephone call from the repair facility advising that the customer’s vehicle was experiencing radiator issuesWe then went over our claim procedures with the repair facilityOn April 28, 2015, at 9:a.m., the repair facility advised CARS that the radiator was leaking fluidWe then went over the amount we could authorize for the claim as follows: We could supply the radiator for $We could assist with the fluids for the repair in the amount of $Mitchell’s OnDemand labor guide stated the total repair should take hours to complete, and the customer's service contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $262.79, and we could supply the parts as stated above a pay $towards labor and $towards fluids or pay $towards the repair of the customer's choiceOn April 28, 2015, at 9:a.m., the customer called CARS to go over his Service Contract because he was not aware that he had a $deductibleWe then went over the Terms and Conditions of his Service ContractWe then went over his options for CARS' assistance with the radiator claimThe customer advised that he may want to have the radiator shippedOn April 29, 2015, at 9:a.m., CARS telephoned the repair facility to inquire if the customer had made a decision regarding our assistance with the repair of his radiatorThe repair facility advised that the customer's vehicle was being towed out of the repair facility as we spokeCARS then advised the repair facility that a new claim must be opened if the vehicle returned to the repair facility for the radiator repair Five days later, on May 4, at 10:a.m., the repair facility advised CARS that the customer’s vehicle was not towed from the repair facilityThe repair facility advised CARS that the customer wanted CARS to supply the radiator for the repair of his vehicleOn May 4, at 11:a.m., the repair facility telephoned CARS to advise that the customer decided to use CARS' allowance because he did not want to wait for the supplied partWe then gave an authorization number for the repair facility to begin the repairs to the customer’s vehiclePursuant to the Terms and Conditions of the customer's Service Contract, on May 5, CARS paid the repair facility a total of $via credit cardThe claim was then closedSecond Claim: On June 12, 2015, at 9:a.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing rear control arms, rear shocks, rear tow link, rear sway bar link, left front wheel bearing, tie rod, valve cover gasket and alignment issuesWe then went over our claim procedures with the repair facilityOn June 12, 2015, at 9:a.m., pursuant to the Terms and Conditions of the customer's Service Contract, we then went over the amount we could authorize for the claim as follows: We could supply the left front wheel bearing for $Mitchell's OnDemand labor guide stated the total repair should take hours to complete, and the customer's service contract pays $per hour for laborWe explained that the total value of the claim after the deductible was applied was $109.31, and we could supply the parts as stated above; however we would be unable to assist with the labor charges since the cost of labor was less than the deductible, or pay $towards the repair of the customer's choiceThe customer chose to take the cash allowance to use toward the repair of his choiceOn June 12, 2015, at 10:a.m., CARS then gave an authorization number to the repair facility to begin repairs to the customer's vehicleWe advised that the authorization number was good for daysThe repair facility has not yet submitted an invoice for payment to CARSThird Claim: On August 5, 2015, at 4:p.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing coil pack issuesWe then went over our claim procedures with the repair facilityOn August 5, 2015, at 5:p.m., pursuant to the Terms and Conditions of the customer's Service Contract, we then went over the amount we could authorize for the claim as follows: We could supply front coil for $Mitchell's OnDemand labor guide stated the total repair should take hours to complete, and the customer's service contract pays $per hour for laborWe explained that the total value of the claim after the deductible was applied was $123.50, and we could supply the parts as stated above; however we would be unable to assist with the labor charges since the cost of labor was less than the deductible, or pay $towards the repair of the customer’s choiceOn August 6, 2015, at 3:p.m., the repair facility telephoned CARS with their address so that CARS could supply the part as stated aboveThe supplied part left our suppliers warehouse on August 7, On August 11, 2015, at 2:p.m., CARS telephoned our supplier for shipping information on the front coil since the repair facility had not yet received the partWe then left a message with the tracking information for the customerOn August 13, at 2:p.m., after receiving the customer's consumer compliant, CARS advised the repair facility that the tracking number shows the supplied part to be in the shipper’s warehouse with no estimated time of arrivalTherefore, CARS will pay the repair facility to use their part and waive the $deductibleCARS advised that the total allowance for the claim is now $CARS then reviewed our billing proceduresAs of today, August 17, 2015, CARS has not received the invoice from the repair facility for the repairs to the customer’s vehicleBy the customer's signature on his Value Plus Service Contract, he acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the service contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." and under Terms and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure." Here, during the processing of the June 12, mechanical claim made on behalf of the customer's vehicle, the rear control arms, rear shocks, rear tow link, rear sway bar link, tie rod, and valve cover gasket are not listed for coverageTherefore, it is the customer's responsibility to repair the non-covered covered componentsIt is stated in the customer's Service Contract under the Terms and Conditions at Paragraph (k): PROVISIONS OF THE SERVICE CONTRACT: CARS will arrange for payment of the amount of the authorized repair, less related charges not covered by the Service Contract, less a $deductible per claim." During the processing of the April 28, the customer advised CARS that he was unaware of the $deductible per claimCARS did waive the $deductible for the customer during the processing of the August 5, coil pack claim due to the delay of the repair facility receiving the partIt is stated in the customer’s Service Contract under the Terms and Conditions at Paragraph 3(a) and 3(e): "SERVICE CONTRACT CLAIM PROCEDURE: Your vehicle must be at a repair facilitywithin the continental United States, open to the public during business hours and capable to perform tear-down to the point of: determine the cause and extent of damage, and rebuild the component if necessary if CARS deems necessaryThe vehicle must remain at the repair facility until all repairs are complete.” In the customer's consumer complaint, the customer states that during the processing of the April 28, claim his vehicle was in the repair facility five (5) days longer than necessary because CARS did not sent the partAs stated above in the summary of the April 28, claim, when CARS telephoned the repair facility on April 29, to obtain the customer’s decision, we were advised that the customer's vehicle was being towed from the repair facilityWe then advised the repair facility that the claim was now closed and a new claim would have to be opened if the customer returned his vehicle for repairsIt wasn't until May 4, that the repair facility advised CARS that the customer's vehicle had not been towed from the repair facility and the customer would like the cash allowanceAt that time CARS immediately issued an authorization number for the repair of the customer's vehicleCARS relies on the information provided by the repair facility and here we were given the wrong information from the repair facility which caused the delay in the processing of the customer's mechanical claimWe would like to point out here that the first claim opened on behalf of the customer's vehicle was processed in one (1) day by CARS; however, we were waiting on the customer’s decision and then given the wrong information by the repair facility chosen by the customerThe second claim was processed in one (1) dayUnfortunately, although CARS and our supplier fulfilled their responsibility, the shipper left the package containing the supplied part in a warehouseWhen made aware of the issues, CARS management waived the $deductible for the customer in a goodwill gesture and authorized the repair facility to use their part for the repair of the customer's vehicleUnder the customer's Service Contract, we were not required to cover the full cost of the repairThe customer’s Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what components are specifically covered and their financial responsibility for the tear-down, diagnosis charges, filters, and taxesThe customer has Service Contract coverage through February 6, CARS will review any claims opened on behalf of the customer’s vehicle and if the failures are covered pursuant to the Terms and Conditions of his Service Contract, CARS will pay accordinglyWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe 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

I am in receipt of your letter dated May 12, 2015, enclosing the above-referenced consumer complaintI would like to respond in the following manner: According to our records, the customer purchased the above-referenced vehicle on March 19, On that same date he also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on March 25, (See attached Service Contract)On May 11, 2015, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing a timing cover leakWe then went over our claim procedures with the repair facilityOn May 11, 2015, at 1:p.m., the repair facility advised CARS that the customer’s vehicle was experiencing a major oil leakThe repair facility further advised that the timing cover was leaking oilWe advised the repair facility that the timing cover, seals and gaskets, are non-covered components under the customer’s Service Contract and CARS would not be able to assist with the repair of the vehicleWe then closed the claimBy the customer's signature on his Value Plus Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS.” and under Term and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure." The timing cover is not listed for coverage; therefore, it is the responsibility of the customer to repair.It is also stated on the customer's Service Contract under "COVERED COMPONENTS: SEALS, GASKETS, & FLUIDS Seals, gaskets, and fluids are covered only when in conjunction with the replacement of a covered component.” Here, the seal in the timing cover is not covered because the customer's vehicle does not need to have any covered parts replaced.Under the customer's Service Contract, we were not required to cover the full cost of the repairSaid service contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious 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.In his consumer complaint the customer is asking for a refund of his Service ContractCARS is regulated by state statutes regarding customer refundsHere, no state statute in Virginia requires CARS to refund service contract; therefore, the customer is not entitled to any refund at this time.CARS stands by its decision and is unable to assist with the May 11, claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of the customer's Service Contract.The customer has service contract coverage through June 25, If a claim is opened CARS will process will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the terms and conditions of his Value Plus Service ContractWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe 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, [redacted] General Counsel

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 acceptableWe 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 $for a mere daysAm 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.All of this could have been avoided if someone from cars would have just answered of the 20+ phone calls I made to CARSIn a 5month period of time.As far as the invoice being sent to CARS? Rod should have communicated that to the service manager [redacted] while he was dealing with him [redacted] made no mention to me about it and CARS avoided me for months until I made this complaint.As far as the "Goodwill Gesture"? I will accept the pro-rate if the date begins from the day this all started September 15, I am not willing to deal with the people that sold me the carI believe as a "Goodwill Gesture" you(CARS), should refund the entire pro-rate amountThen you can deal with the people you had sell YOUR PRODUCTI would also like to know the amount of the pro-rateMy calculations bring me to $1,199.25.The form you attached will not printI have tried printers and all printers only print the logo at the top of the pagecould you please mail the form? Regards, [redacted]

RE: COMPLAINT ID # [redacted] SUBARU IMPREZA VIN (Last 8): [redacted] OUR FILE NO.: C- [redacted] Dear Ms***: I am in receipt of your February 16, letter enclosing the customer’s consumer complaint and respond as follows: On November 14, 2015, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Limited Service Contract (Months/4,Miles) and the same was accepted with payment and approved by CARS on November 18, (the attached "Service Contract")The customer's Service Contract expires on February 18, On February 9, 2016, at 2:p.m., a mechanical claim was opened by a repair facility on behalf of the customer’s vehicleThe repair facility advised that the customer's vehicle was experiencing cylinder head, timing belt, water pump and valve cover issuesWe then went over our claim procedures with the repair facilityOn February 9, 2016, at 2:p.m., the repair facility advised CARS that the customer's vehicle had an oil leak on the right side of the engineThe repair facility advised that the cam seal became overheated and melted causing an active leakThe repair facility further advised that the customer's vehicle needed a head, the intake valve was stuck and the timing belt was contaminated from the oil leakCARS then advised the repair facility to obtain the cause of failure and extent of damage to the customer's vehicle and contact CARS with their findingsOn February 10, 2016, at 11:a.m., the repair facility advised that after the front cover was removed they found the right cam seal had melted and caused an oil leakThe repair facility advised that the cam caps and rocker arms were discolored and the cylinder head needed to be replacedCARS then advised the repair facility to fax an estimate to CARS for reviewOn February 11, 2016, at 9:a.m., CARS advised the repair facility that the failure to the customer's vehicle was caused by an oil leak; therefore, pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was not able to assist with the repair to the customer’s vehicleOn February 11, 2016, at 9:a.m., CARS reviewed the claim with the customer and advised that pursuant to the Terms and Conditions of his Service Contract, CARS was not able to assist with the repair to the customer’s vehicleOn February 11, 2016, at 11:a.m., CARS reviewed the claim with the repair facility and advised that according to the estimate submitted by the repair facility, all of the failures to the engine were caused by oil leaksCARS advised that pursuant to the customer’s Service Contract, CARS is unable to assist with any failures caused by oil leaksBy the customer's signature on his Value Limited Service Contract, the customer acknowledged that he read, understood and agreed to the terms and conditions of the service contract contained thereinThe customer’s service contract states under Covered Components: "SEALS & GASKETS: NOT COVERED: Seals, gaskets, and fluids are covered only when required in conjunction with replacement of a covered componentAdditionally, cylinder head gaskets are covered for combustion and coolant leaksIntake manifold gaskets are covered for coolant leaks onlyNOT COVERED: oil and vacuum leaks." Furthermore the customer's Service Contract states under Terms and Conditions at Paragraph l(q): "COMPONENTS AND EXPENSES NOT COVERED: Fluid leaks and damage caused by fluid leaks.” Here, the repair facility chosen by the customer to repair his vehicle found that a failed cam seal (non-covered component) caused an oil leak which caused the damage to the customer's vehicleUnder the customer's Service Contract, we were not required to cover the full cost of the repairThe customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious 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 taxesFor these reasons, CARS stands by its decision and is unable to offer any assistance with the February 9, claim made on behalf of his vehicle pursuant to the Terms and Conditions of his Service ContractWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this this matter, please do not hesitate to contact meSincerely,Jason [redacted] General Counsel

PROTECTION PLUSAugust 8, 2016VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] FORD FVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear MsCook:I am in receipt of your letter dated July 19, enclosing the above-referenced consumer complaint and respond as follows:CARS considers this matter now resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe 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

Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE:? ? ? ? ? ? COMPLAINT ID # [redacted] FORD EVIN (Last 8): [redacted] OUR FILE NO.: C- [redacted] Dear Ms [redacted] am in receipt of your letter dated January 13, enclosing the above-referenced consumer complaint and respond as follows: On October 16, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Limited Service Contract (Months/4,Miles) and the same was accepted with payment by CARS on October 19, (the attached "Service Contract”)On January 11, at 2:p.m., the customer advised CARS that his vehicle was experiencing transmission issuesCARS than went over his Service Contract coverage and our claim procedures and was seeking reimbursement for the repairThe customer further advised that calipers had been replaced on January 7, CARS advised that pursuant to the Terms and Conditions of his Service Contract, CARS could not offer any assistance with the caliper replacement since the replacement had not been authorized by CARSOn January 11, at 3:p.m., a repair facility contacted CARS advising that the customer’s vehicle was experiencing tail shaft seal, bushings, and rear caliper issuesThe repair facility advised CARS that the customer's vehicle was not at the repair facilityCARS advised the repair facility that the seal and bushings were non-covered components under the customer’s Service ContractThe repair facility further advised that the calipers were already replacedThe repair facility began to argue that the seal and bushings were part of the transmissionWe then advised the repair facility to contact the customer and have him return the vehicle to the repair facility so that a claim could be opened on behalf of the customer’s vehicleOn January 11, at 3:p.m., the repair facility contacted CARS advising that the customer's vehicle was experiencing tail shaft seal, bushings, and rear caliper issuesThe repair facility advised that the calipers had been replaced on January 7, and the customer had returned his vehicle to the repair facility to open a claim for the tail shaft seal and bushingsOn January 12, at 10:a.m., CARS advised the repair facility that we were unable to assist with the calipers since a claim was not opened and authorized prior to the repair being performedCARS further advised that the extension housing on the transmission is a bolt on assembly and not an internal component to the transmissionCARS explained that the bushing was located on the extension housing; therefore, it was not covered under the customer’s Service ContractCARS further advised that seals are non-covered components under the customer's Service ContractOn January 12, at 1:p.m., CARS advised the customer that CARS pursuant to the Terms and Conditions of his Service Contract, CARS was unable to assist with the repair of his vehicleCARS advised that we could not assist with the calipers since a claim was not opened and authorized prior to the repair being performedCARS further advised that the extension housing on the transmission is a bolt on assembly and not an internal component to the transmissionCARS explained that the bushing was located on the extension housing; therefore, it was not covered under his Service ContractCARS further advised that seals are non-covered components under the customer's Service ContractThe claim was then closedOn January 12, at 1:p.m., the customer advised CARS that he would like a refund of his Service ContractCARS advised that pursuant to the Terms and Conditions of his Service Contract he is not eligible for a refund of his Service ContractBy 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 ContractIt is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS.” and under the Terms and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure.” Here, the housing extension is a bolt on assembly and can be purchased separately from the transmission; therefore, it is not covered under the customer's Service ContractPursuant to the customer's Service Contract, it is the responsibility of the customer to repair the housing extension/bushingThe customer's Service Contract also states under "COVERED COMPONENTS: AUTOMATIC TRANSMISSION/TRANSFER CASE: Lubricated parts contained within the transmission or transfer case housing...” and "Transmission/transfer case only if damage by a covered component internal to the transmission/transfer case housing.” Here the bushing is located on the back of the housing extension which is a non-lubricated part; therefore, it is not covered under the customer's Service ContractAdditionally, the housing extension can be purchase separately from the transfer case housing; therefore, it is a separate part from the transmission and transfer case housingIt is stated in the Service Contract: "COVERED COMPONENTS: SEALS & GASKETS Seals and gaskets are covered only when required in conjunction with the replacement of a covered component." Here, no covered components are being replaced; therefore, the tail shaft seal is not covered under the customer's Service ContractIt is also stated under the Terms and Conditions at Paragraph 3(b): "The repair facility MUST call CARS, at 888-335-to open a claim BEFORE any repairs have begun.” Here, the customer and the repair facility advised CARS that the calipers were replaced on January 7, 2016, which was prior to a claim being opened on behalf of the customer's vehicleTherefore, CARS is unable to assist with the replacement of the calipersFor all the reasons stated above, CARS stands behind our original decision and is unable to assist with the January 11, claim made on behalf of the customer's vehicleIn his consumer complaint the customer has requested a refund of his Service ContractThe customer's service contract states under Terms and Conditions at Paragraph (a) and (b): "CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested." and “After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated.” Additionally, 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 provisionsHere, the customer signed the service contract application when he purchased the above-referenced vehicle in New Jersey stating that he had read, understood and agreed to the terms of the Service ContractCARS is not directed by any state statute in New Jersey to refund any monies to the customer for the cancellation of a service contractTherefore, pursuant to his Service Contract the customer is not entitled to a refundUnder the customer's Service Contract, we were not required to cover the full cost of the repairThe service contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious 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 taxesThe customer's Service Contract expired on January 19, The customer no longer has any coverage under any of CARS' service contracts and no claims can be opened on behalf of the customer's vehicleWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe 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 meSincerely, Jason P [redacted] General Counsel

December 21, VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID NO [redacted] CHEVROLET SILVERADO VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] : I am in receipt of your letter dated December 14, 2017, enclosing the above-referenced consumer complaint I would like to respond in the following manner: On November 1, 2017, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Independence Service Contract (Month to Month)In addition, the selling dealership provided payment via check for the first month of the Service Contract and the customer executed under the Owner’s Acceptance to Terms on the Service Contract Application/Authorization FormThe customer’s Independence Service Contract was approved by CARS on November 22, 2017, once CARS received confirmation that the selling dealer’s payment was successful As you can see on the attached Independence Payment Authorization Form, the customer did not provide any payment information to CARS in order for us to process the new Independence Service Contract (Month to Month) that would go into effect on December 22, Therefore, on November 22, 2017, CARS mailed the attached letter to the customer requesting payment information by December 15, 2017, or the Service Contract coverage could not be renewed for the next month CARS never received the payment information from the customer; therefore, his Service Contract expires on December 22, On December 6, at 3:p.m., a mechanical claim was called in by a repair facility on behalf of the customer’s vehicleCARS then reviewed our claim procedures with the repair facility On December 6, at 5:p.m., the repair facility advised CARS that there was a rattle in the engine and the oil pressure was poundsThe repair facility advised CARS that there was noise from both sides of the engines that sounded like the lifters CARS advised the repair facility that we would review the claim and get back to them On December 7, at 4:p.m., the customer advised CARS that his vehicle would run for a couple of minutes and then begin to make a loud lifter tick sound The customer advised that the noise began about three (3) weeks after purchase The customer advised that there were no issues with his vehicle during a test drive The customer further advised that the power steering had been empty; but he refilled the power steering and had not noticed any leaksThe customer advised CARS that he took his vehicle to the repair facility on December 4, On December 8, at 3:p.m., CARS left a message for the repair facility to telephone CARS On December 12, at 10:a.m., the repair facility returned our telephone call CARS advised that we needed a photo of the odometer in the customer’s vehicle On December 12, at 3:p.m., CARS left a voice message with the repair facility confirming that we received the photo of the odometer reading CARS also requested that the repair facility telephone us so that we could move forward with the claim On December 13, at 11:a.m., CARS reviewed our claim procedures with the repair facility CARS advised the repair facility to obtain the customer’s permission to tear-down his vehicle to the point of failure 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 Conditions of his Service Contract CARS advised the repair facility to get back to us with their findings On December 13, at 1:p.m., the customer requested a crate (new or used) engine for his vehicle CARS advised that we could not authorize any repair without tear-down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicle The customer advised CARS that he did not feel that tear-down to his vehicle was necessary CARS then reviewed the customer’s Service Contract coverage in regards to tear-down of his vehicle The customer then requested to speak to a manager and ended the telephone call By the customer’s signature on his Independence Service Contract (Month to Month) he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract The customer’s Service Contract states under Terms and Conditions at 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 damageYou are responsible for THESE charges.” We include tear-down to the point of component failure in our diagnostics in order for CARS to determine the cause of failure and extent of damage to the vehicle This increases the probability that the vehicle will be repaired properly the first time We are not requiring unnecessary tear-down and diagnosis of the customer’s vehicle; we were only trying to determine the cause of failure Under the customer’s Service Contract, we were not required to cover the full cost of the repair The customer’s 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 his financial responsibility for the tear-down, diagnosis charges, filters, difference in labor rate, labor time, shop supplies, programming, non-covered components, maintenance items and taxes At this time CARS has neither approved nor denied the engine claim made on behalf of the customer’s vehicle CARS is waiting for the repair facility to provide us with the cause of failure to the customer’s vehicle in order for us to move forward with the December 6, engine claim made on behalf of the customer’s vehicle The customer’s vehicle has Service Contract coverage through December 22, To reiterate, CARS did not receive payment information from the customer for his Independence Service Contract (Month to Month) by December 15, 2017; therefore his Service Contract coverage ends on December 22, However, since the December 6, mechanical claim was opened on behalf of the customer’s vehicle prior to the expiration of his Service Contract, CARS will process the mechanical claim until the claim has been adjudicated or until the vehicle has been removed from the repair facility 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] M [redacted] General Counsel JPM/jmm Attachments

[redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: Complaint No [redacted] JEEP LIBERTY VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] ***I am in receipt of your letter dated October 13, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On December 26, 2014, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on December 30, (see attached Service Contract).Two (2) claims have been opened on behalf of the customer's vehicle since the inception of her Service Contract.First Claim: On March 19, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing front differential and axle issuesCARS then reviewed our claim procedures with the repair facility.On March 19, at 2:p.m., the repair facility advised that there was a noise in the front differential and the rear axle moved up and downCARS again reviewed our claim procedures.CARS advised the repair facility to obtain the customer's authorization to tear-down her vehicle to the point of failure to verify the cause of failure and extent of damage to her vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.On March 20, at 10:a.m., the repair facility advised CARS that the prop shaft and rear right front axle were wornThe repair facility advised that there were no problems with the rear differentialThe repair facility then faxed an estimate for the repair of the customer's vehicle to CARS.On March 23, at 9:a.m., CARS went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the front right prop for $and rear front axle for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $342.00, and we could supply the parts as stated above and pay $2.00customer’s Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $342.00, and we could supply the parts as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe repair facility advised that they would inform us of the customer's decision.On March 24, at 2:p.m., the repair facility advised CARS that the customer would take the cash allowance towards the repair of her choiceOn March 24, at 2:p.m., CARS provided an authorization for the repair facility to begin work on the customer's vehicle.Pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid the repair facility $via credit card towards the repair of the customer's vehicleThe claim was then closed.Second Claim: On October 13, at 9:a.m., a repair facility advised CARS that thecustomer's vehicle was experiencing spark plug, #ignition coil and catalytic converter issuesCARS then reviewed our claim procedures with the repair facility.On October 13, at 10:a.m., CARS advised the repair facility that spark plugs and the catalytic converter were non-covered components under the customer's Service ContractCARS then went over the #ignition coil portion of the claim with the repair facilityWe could supply the #ignition for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained the total value of claim ($48.44) was less than the customer’s deductible of $100.00; therefore, CARS was unable to assist with the repair of the customer's vehicleThe claim was then closed.By the customer's signature on her Value Plus Service Contract she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the Service Contract at Paragraph (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 statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleHere, during the processing of the March 19, claim, the customer chose to take the cash allowance towards the repair of her vehicle.On October 13, at 1:p.m., the customer advised CARS that she would like to cancel her Service Contract coverageCARS advised that her Service Contract had been active for twenty-two (22) months and CARS paid a claim for $324.00; therefore there was no refund available for early termination.It is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVECOMPONENTS." Also, as stated under the Terms and Conditions of the customer's Service Contract at Paragraph (a): “COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failureHere the spark plugs and catalytic converter are not listed as covered components under the customer's Service ContractTherefore, it is the customer’s responsibility to pay for these repairs.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverageTherefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.In her consumer complaint the customer states that she would like a refund of her Service ContractIt is stated in the Service Contract under Terms and Conditions at Paragraph (a) and (b): "CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested." and "After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated." Here, the customer cancelled her Service Contract on October 13, which is greater than twenty (20) days from the date of Service Contract approval date of December 30, 2015.The Service Contract states: ADDITIONAL STATE DISCLOSURES: THIS IS NOT AN INSURANCE POLICY [redacted] : If a claim has been made under the contract during the first business day (free look period) and the contract is returned, the provider shall refund to the contract holder the full purchase price less any claims paidThe applicable free look time period on the Service Contract shall pertain only to the original Service Contract purchaser.After the free look period, a Service Contract holder may cancel the contract at any time and the provider shall refund to the contract holder 100% of the unearned pro rata provider fee, less any claims madeA reasonable administrative fee may be surcharged by the provider in an amount not to exceed $50.00.Here, the customer has had Service Contract coverage for twenty-two months and CARS paid a claim in the amount of $342.00; therefore, she is not entitled to any refund of her Service Contract.Please note that CARS service contracts are sold wholesale to selling dealersThe selling dealer had a right to mark up the cost of the Service Contract for a profitTherefore, what the customer paid for her Service Contract (i.e$2,195.00) is not what CARS received for the cost of her Service ContractThe customer has Service Contract coverage through December 30, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Value Plus Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Sincerely,

VIA: Revdex.comRE: CUST: [redacted] VEHICLE: JEEP GRAND CHEROKEE VIN (Last 8): [redacted] OUR FILE NO: [redacted] YOUR CASE NO: [redacted] Dear Ms***am in receipt of your letter dated June 16, 2016, regarding the above-referenced vehicle and respond as follows: Our records indicate that on June 3, 2015, the customer purchased the above-referenced vehicle from [redacted] On that same day, the customer also applied for a Value Plus service Contract (Months/Unlimited Miles)CARS received with payment and approved the customer’s Service Contract on July 9, (See attached Service Contract).On June 15, at 3:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing transmission line, radiator hose and water pump issuesWe then went over our claim procedures with the repair facility.On June 15, 2016, at 3:p.m., after again reviewing our claim procedures with the repair facility, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the water pump for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays up to $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $69.12, and we could supply the part as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe customer chose to take the cash allowance to use toward the repair of her choice.Pursuant to the Terms and Conditions of the Service Contract, CARS will pay the repair facility a total of $when a proper invoice is submitted to us for payment.By the customer's signature on her Value Plus Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, oraftermarket 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 statedIt was the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleHere, as stated above, the customer had the option of taking the cash allowance of $towards the repair of her choice or having CARS supply the water pumpThe repair facility advised us that the customer would take the cash allowance towards the repair of her choice.It is stated in the customer’s Service Contract: "COVERED COMPONENTS:COVERAGE LIMITED TO ABOVE COMPONENTS." and under the Terms and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure.” Here, the transmission lines radiator hoses are not listed on the customer's Service Contract; therefore, these components are not covered under her Service ContractThe transmission lines and the radiator hoses and any labor associated with the replacement of these components are the responsibility of the customer.For all the reasons stated above, CARS stands behind our original decision and is unable to provide any further assistance with the ]une 15, claim made on behalf of the customer's vehicle.CARS service contracts are to be utilized to assist with the repair of customers’ vehicles and do not provide "all inclusive” coverageTherefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.The customer has Service Contract coverage through July 9, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Value Plus Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contract my office.Sincerely,Jason [redacted] General CounselJPM/jmm

RE: COMPLAINT ID # [redacted] FORD EXPEDITION VIN (Last 8): [redacted] OUR FILE NO.: C-***Dear Ms***:I am in receipt of your letter dated December 10, 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, 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 vehicleIn a goodwill gesture, CARS waived the $deductible that the customer was responsible to pay pursuant to the Terms and Conditions of his Service Contract.On December 10, CARS experienced technical difficulties with our telephone systemThese technical difficulties affected other businesses in our nearby area as wellThese 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 claimWe 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

August 3, 2017VIA: Revdex.com WEBSITE [redacted] Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] :I am in receipt of your letter dated August 3, 2017, enclosing the above-referenced consumer complaintPlease be advised that CARS has resolved all the issues regarding this complaint with the customer.Therefore, at this time, CARS is requesting that you mark this complaint as resolvedIf you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason *M [redacted] General Counsel

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 feel as though Cars Protection Inc's is misleading and doesn't account for unusual circumstances? I purchased the plan for a peace of mind when puchasing a used vehicle? I would not recommend anyone purchase their plans? I purchased one of their value plus plans? When my engine in my car went out months after I purchased the plan, the wanted me to pay fee to have my engine torn down? This is written in the contract that I signed but I do not feel as though it is fair for me to pay over $to have my engine taken apart without them being able to guarantee me that they would cover the cost of the repair once the cause of engine failure ? was determine? They want me to pay to have my engine taken apart without being able to promise that they would cover the repair even after two place told me that I needed a new engine? The customer service reps and supervisors were rude and all they kept saying was you signed the contractNo customer service skills and we're unwilling to refund any of my plan? I would recommend keeping the money you pay for this extended warranty and doing paying for your own repairs Regards, [redacted]

Attached please find CARS' response.March 24, 2016VIA: SUBMITTED TO Revdex.com WEBSITERE: COMPLAINT ID # [redacted] DODGE VIN (Last 8): [redacted] OUR FILE NO.: C-***Dear Ms***am in receipt of your letter dated March 24, advising CARS of the above-referenced consumer additional concernsI would like to respond in the following manner:The customer states in his March 23, reply to the Revdex.com regarding our March 22, response letter that he would like to know what happens next during the processing of his claim.By the customer’s signature, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states under Terms and Conditions 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 damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle." We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe are not requiring unnecessary tear-down and diagnosis; we are only trying to determine the cause of failureAs stated in our previous letter, CARS advised the repair facility on February 29, and March 4, that in order for CARS to move forward with the processing of the customer’s claim, the repair facility must let CARS know the cause of failure and the extent of damage to the customer's vehicleAs of today, March 24, 2016, the repair facility has not provided that information to CARS.It states at Paragraph 1(c): “COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from CARS." The service contract further states at 3(e) and 3(g): "SERVICE CONTRACT CLAIM PROCEDURE: The repair facility must provide CARS with an estimate and obtain an authorization number BEFORE any repairs have begun, and "....No invoice will be processed without a valid authorization number, your signature, repair facility’s warranty on repairs (if applicable) and repair facility’s identifying information." The claim procedures outlined on the customer’s Service Contract are the same claim procedures that all CARS' customers must follow in order for the claim to be properly opened, authorized and paid, if it is determined that the repairs are covered under the customers’ service contract.Additionally, at Paragraph 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from C.A.R.S." All CARS customers must follow and adhere to the claim procedures above listed for their claims to be processedCARS will provide an authorization number to the repair facility for repair of the customer's vehicle when it is determined that the failure of the customer’s vehicle is covered under the customer's Service Contract.CARS would like to point out here that the claim procedures have been reviewed with the repair facility chosen by the customer to repair his vehicle on February 24, 2016, February 29, and March 4, 2016.Additionally, on March 22, at 4:p.m., and March 23, at 9:a.m., CARS left voice messages for the repair facility to find out the status of the customer's engine claim.As stated in our March 22, letter, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with a proper diagnosis and extent of damage to the customer's vehicle as stated in the above paragraphsCARS cannot move forward with the engine claim made on behalf of the customer’s vehicle until the repair facility provides CARS with the cause of failure to the engine and the extent of damages to the customer’s vehicle.If you have any further question, please contract my office.Sincerely,JPM/jmmAttachment

I filed a complaint against Cars Protection Plus earlier tonightIn the complaint, I stated that I would like them to refund a portion of the price that I paid for the warranty (650.00)I no longer want any portion of the warranty refunded - I want my vehicle repaired correctly!!!! I received a call tonight from my mechanic [redacted] ) from [redacted] AveAutomotiveHe installed the "worn out" used part that was sent by Cars Protection Plus to repair my vehicleThe part is not usable and I am again unable to use my vehicle (my vehicle has been "down" for three weeks)Please look into this company and assist me, and other consumers, in making this company accountable for their actionsI am also going to contact the Attorney Generals Office and file a complaint with them- [redacted]

January 27, VIA:? ? ? SUBMITTED TO Revdex.com WEBSITE RE:? ? ? ? ? ? COMPLAINT ID # [redacted] VOLVO XCVIN (Last 8): [redacted] OUR FILE NO.: C- [redacted] Dear Ms***: I am in receipt of your letter dated January 26, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On July 2, 2014, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on July 31, (the attached "Service Contract”)On January 14, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing starter issuesWe then went over our claim procedures with the repair facilityOn January 14, at 1:p.m., after again reviewing our claim procedures with the repair facility, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the starter for $Mitchell OnDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays up to $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $46.72, and we could supply the part as stated above; however we were unable to assist with labor since the labor cost was less than the deductible or pay $towards the repair of the customer’s choiceThe repair facility advised CARS that the cash allowance would be used towards the repair of the customer’s vehicleOn January 18, CARS paid the repair facility in the amount of $via credit card pursuant to the Terms and Conditions of his Service ContractThe claim was then closedBy the customer’s signature on his Value Plus Service Contract he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated in the Service Contract at Paragraph (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 statedIt was the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed componentHere, as stated above the customer had the option of taking the cash allowance of $towards the repair of his choice or having CARS supply the starterThe repair facility advised us that the cash allowance would be used towards the repair of the customer’s choiceUnder the customer’s Service Contract, we were not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what components are specifically covered and the customer’s financial responsibility for the tear down, diagnosis charges, filters, and taxesUpon further review of the customer's claim, CARS is willing to pay the remainder of the labor costs ($labor - $allowance) in the amount of $to the customerHowever, in his consumer complaint the customer stated that he would like a full refund of the amount he paid for his Service ContractThe customer’s Service Contract states under Terms and Conditions at Paragraph (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 statedC.A.R.Sshall refund to the dealer a portion of the amount received by C.A.R.Sfor 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 vehicleIf 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 days by providing a written request to cancel for a full refund of the amount received by C.A.R.Sfor the Service Contract, less any claims paidThe refund shall be paid to the lien holderAfter days, you have the right to cancel the Service Contract at anytime by providing a written request to cancelThe lien holder will be refunded a prorated refund of the amount received by C.A.R.Sfor 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 provisionsHere, 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 contractCARS is not directed by Maryland statute to issue a refund for the cancellation of the customer's Service ContractIf the customer currently has a lienholder and supplies CARS with the name and address of his lienholder; CARS will provide a General Release for the customer's signatureUpon receipt of the executed General Release, CARS will issue a check for a prorated refund less service fee and less claims paid for the amount CARS received from the selling dealer for the customer's Service Contract to the lienholderCARS’ check to the lienholder will be in the amount of $ CARS service contracts are sold wholesale to dealers; therefore, CARS only receives a set price for each contract sold and any remaining monies owed to the customer are between the customer and the dealerAs stated above the customer has the option of having CARS pay an additional $towards the labor cost for the repair of his vehicle or a prorated refund of the amount CARS received from the selling dealer, which will be directly paid to the lienholderThe customer has Service Contract coverage through July 31, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of his Value Plus Service ContractWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe 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 meSincerely,Jason P [redacted] General Counsel

January 31, 2018VIA:? Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA? 15220? RE: ? ? ? ? BUICK ENCLAVE? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? [redacted] ? Dear Ms [redacted] :? I am in receipt of your letter dated January 25, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? I would like to respond as follows:? Our records indicate that on April 11, 2016, the customer purchased the above-referenced vehicle.? On that same day, the customer also applied for an Ultimate Value Service Contract (Months/Unlimited Miles).? CARS received with payment and approved the customer’s Ultimate Value Service Contract on April 12, 2016.? (See attached Service Contract).? Since the inception of the customer’s Service Contract, three (3) claims have been properly opened on behalf of the customer’s vehicle.? CARS was willing to authorize the amount of $for one of the claims and CARS assisted and paid two other claims for the repair to the customer’s vehicle in the total amount of $1,as follows:? First Claim:? On October 26, 2016, a repair facility advised CARS that the customer’s vehicle was experiencing fuel injector issues.? CARS then reviewed our claim procedures with the repair facility.? ? On October 26, at 2:p.m., CARS went over the amount we could authorize for the claim as follows:? ? We could supply the fuel injector for $and gasket for $ProDemand labor guide stated the total repair should take hours to complete and pursuant to the customer’s Service Contract CARS would pay hour of diagnostics, and the customer’s Service Contract pays $per hour for labor.? Therefore, total labor was $360.00.? The claim was also subject to a $deductible.? We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $356.35.? CARS further explained that the customer had two (2) choices for assistance with the approved claim:? CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $260.00.? The repair facility advised that that they would get back to us regarding the customer’s decision.? On November 11, at 9:a.m., the repair facility advised CARS that the customer removed the vehicle without having any repairs completed on his vehicle.? The claim was then closed.? ? Second Claim:? On April 3, 2017, a repair facility advised CARS that the customer’s vehicle was experiencing ignition coil, Osensor and high pressure fuel pump issues.? CARS then reviewed our claim procedures with the repair facility.? ? On April 4, at 9:a.m., the repair facility advised CARS that the check engine light was displayed in the customer’s vehicle and the vehicle was running roughThe repair facility advised CARS that the high pressure pump and the #ignition coil had failed.? CARS then reviewed our claim procedures with the repair facility.? ? On April 4, at 10:a.m., CARS went over the amount we could authorize for the claim as follows:? ? We could supply the ignition coil for $27.79, the high pressure fuel pump for $and the Osensor for $ProDemand labor guide stated the total repair should take hours to complete and the repair facility’s labor rate for the repair was $per hourTherefore, total labor was $The claim was also subject to a $deductible.? We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $427.37.? CARS further explained that the customer had two (2) choices for assistance with the approved claim:? CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $155.00.? The repair facility advised that that they would get back to us regarding the customer’s decision.? On April 6, at 1:p.m., the repair facility advised CARS that the customer would like the allowance to use towards the repair of his vehicle.? ? On April 6, 2017, pursuant to the Terms and Conditions of the customer’s Service Contract, CARS paid the repair facility $to assist with the repair of the customer’s vehicle via credit card.? The claim was then closed.? Third Claim:? On June 30, 2017, a repair facility advised CARS that the customer’s vehicle was experiencing thermostat, injector and front strut issues.? CARS then reviewed our claim procedures with the repair facility.? ? On June 30, at 4:p.m., the repair facility advised CARS that the customer’s vehicle was driven to the repair facility due to misfires, fuel injector, front strut and thermostat issues.? The repair facility further advised that there was a hole in the air conditioner condenser.? CARS then reviewed our claim procedures with the repair facility.? ? On June 30, at 4:p.m., CARS went over the amount we could authorize for the claim as follows:? ? We could supply the injectors for $106.33, thermostat for $13.94, and the air conditioner condenser for $68.00.? CARS could assist with the Freon in the amount of $and coolant in the amount of $ProDemand labor guide stated the total repair should take hours to complete and the repair facility’s labor rate for the repair was $per hourTherefore, total labor was $The claim was also subject to a $deductible.? We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $611.74.? CARS further explained that the customer had two (2) choices for assistance with the approved claim:? CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied parts, CARS would assist with the labor in the amount of $611.74, Freon in the amount of $and coolant in the amount of $44.97.? The repair facility advised that that they would get back to us regarding the customer’s decision.? On June 30, at 4:p.m., the repair facility advised CARS that the customer would like the allowance to use towards the repair of his vehicle and that CARS was to pay the allowance for the repair of the vehicle directly to the customer? On June 30, at 4:p.m., CARS provided an authorization number to the repair facility for the repair of the customer’s vehicle.? On July 14, at 3:p.m., pursuant to the Terms and Conditions of the customer’s Service Contract, CARS paid the customer $to assist with the repair of his vehicle via check.? The claim was then closed.? On January 25, at 8:a.m., the customer advised CARS that the throttle body, canister purge, solenoid were repaired on January 8, and the Osensor, bank sensor and sensor were repaired on January 22, at a repair facility that had previously repaired the customer’s vehicle.? CARS advised the customer that we were unable to assist with the repair since a mechanical claim was never opened on behalf of his vehicle.? CARS advised the customer that during previous repairs, mechanical claims had been properly opened and our claim procedures had been properly followed pursuant to the Terms and Conditions of his Service Contract; however, our claim procedures where not followed for the recent repairs to his vehicleCARS then attempted to transfer the customer to a supervisor; however, the telephone call ended before the transfer could occur.? On January 25, at 9:a.m., CARS customer service manager reviewed our claim procedures with the customer.? CARS advised the customer that pursuant to the Terms and Conditions of the customer’s Service Contract, we were unable to assist with the repair of his vehicle since a mechanical claim on behalf of his vehicle was not opened by a repair facility and authorized by CARS.? The customer asked for an exception to his Service Contract and requested to speak to the customer service manager’s supervisor.? On January 25, at 9:a.m., CARS office manager advised the customer that pursuant to the Terms and Conditions of the customer’s Service Contract, we were unable to assist with the repair of his vehicle since a mechanical claim on behalf of his vehicle was not opened by a repair facility and authorized by CARS.? The customer asked for an exception to his Service Contract.? Our office manager advised that CARS was unable to assist with the repair of the customer’s vehicle pursuant to the Terms and Conditions of his Service Contract.? ? By the customer’s signature on his Ultimate Values Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract.? The Service Contract states under Terms and Conditions at: 1(c): “COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from CARS.” ? The customer’s Service Contract further states at (a), (b), (e) and (g):? “SERVICE CONTRACT CLAIM PROCEDURES:? Your vehicle must be at a repair facility, within the continental United States, open to the public during business hours and capable to:? perform tear-down to the point of component failure, determine the cause and extent of damage, and rebuild the component if CARS deems necessary.? The vehicle must remain at the repair facility until repairs are complete ”, “The repair facility must call CARS at 888-335-to open a claim BEFORE any repairs have begun.”, “The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” “If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repair.”? ? By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, however, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performed.? The repair facility never provided CARS with its findings or an estimate prior to the repair of his vehicleHere, CARS’ claim procedures were not followed; therefore, CARS was unable to pay for any repairs performed by the repair facility.? ? 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 is not comprehensive (bumper to bumper) coverage.? Various provisions of the service contract inform the customer what components are specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, and taxes.? ? As evidenced in the above paragraphs, when our claim procedures were followed properly, CARS processed, authorized and paid the mechanical claims opened on behalf of the customer’s vehicle.? To reiterate, the repair facility did not open a claim on behalf of the customer’s vehicle or provide CARS with an estimate for the repair of the customer’s vehicle; therefore, CARS is unable to assist with the repair of the customer’s vehicle? ? CARS is not responsible for any monies for the repair of the customer’s vehicle because the claim procedures were not followed.? ? The customer’s vehicle has Service Contract coverage through April 12, 2020.? 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 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 **? M [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel? JPM/jmmAttachment?

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.? In the business's response they state that they rejected the claim because of a potential pre-existing condition and also state that had they known if there was a pre-existing condition they would have not accepted the contract and would have returned the moneyIn their contract it also states they would refund payment if the contract is canceled within daysSince the payment was received on Aug 21st and it is within days and they clearly state they would not have accepted the contract with a pre-existing condition and they denied a claim for a pre-existing condition then it is within my right for a full refund of all money paid Regards, [redacted]

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, Richard Atkins Most of what CARS said is absolutely true except for the part of offering $to me to payI was told that CARS would pay Mercedes the $to the dealership not me leaving me with a balance of over $to pay out of pocketEven though they state that their parts are to OE specs, once their parts are put on my vehicle, its voids everything on the vehicle and prevents holding Mercedes for any other failures in the event of a recall or other issuesWhen I got the CARS contract from the dealership, I was provided with a yellow carbon copy with only the first pageFrom the time of purchase, I have never had anything showing the terms and conditions on the contact, and CARS also have a recorded record of me calling on two separate occasions requesting information explaining what those terms were and what I am covered forThey only thing I ever received directly from them was a hard cardstock sheet enclosed with a car that says I have a warranty with them, nothing of the terms or what I was covered forAgain, my issues was not disagreeing with what the terms of their contract was, it was getting my vehicle fixed with the same parts that malfunctioned which were original OEMIts easy to there and accept aftermarket part and yes it might be warrantied by CARS, but I am looking at the overall effect which is how it voids everything else on my vehicle