Fox Concrete

September 5, VIA: Revdex.com WEBSITE *** *** Revdex.com of
Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID# *** HONDA ODYSSEY VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated August 31, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on August 27, 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 August 31, (See attached “Service Contract”) On August 28, at 2:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing air conditioner issuesCARS then reviewed our claim procedures with the repair facility On August 28, at 3:p.m., the repair facility advised CARS that air conditioner in the customer’s vehicle was inoperableThe repair facility advised that there were contaminates in the system and the compressor had lockedWe reviewed our claim procedures CARS then went over the amount we could authorize for the repair as follows: We could supply the air conditioner condenser, which included the drier, for $and the compressor assembly for $CARS could assist with the fluids needed for the repair in the amount of $40.70. ProDemand labor guide stated that the repair should take hours to complete and the customer’s Service Contract pays up to $per hourTherefore, CARS could assist with the cost of labor in the amount of $We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $534.94. 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 $201.00. The repair facility advised CARS that they would get back to us with the customer’s decision On August 28, at 4:p.m., CARS’ customer service manager reviewed the amount we could assist with repair with the customer. CARS then went over the customer’s Service Contract coverage. CARS further advised that we had not received an estimate from the repair facility so we were unable to compare our assistance with the repair facility’s charges On August 30, at 10:a.m., a customer service representative in our Cancellations Department advised the customer that pursuant to the Terms and Conditions of his Service Contract, he was not eligible for a refund of his Service Contract. Our customer service representative further advised the customer that there is not a refund of the amount we received for the customer’s Service Contract unless his vehicle was declared a total loss or repossessed. By the customer’s signature on his Value Plus Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states (f): “SERVICE CONTRACT CLAIM PROCEDUREs: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs.” When CARS selected the above-mentioned air conditioner condenser, including the drier and the air conditioner compressor assembly, we used the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedHere, CARS based our cash allowance on the cost of the air conditioner condenser, including the drier, and the air conditioner compressor and the associated labor The customer’s Service Contract states on the front of his Service Contract under Covered Components: “AIR CONDITIONING AND FREON Compressor, clutch, condenser, accumulator, and evaporator. Freon is only covered with a covered repair.” The customer’s Service Contract states at: “COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS.” Also, at Paragraphs (a): “COMPONENTS AND EXPENSES NOT COVERED: COMPONENTS NOT LISTED REGARDLESS OF FAILURE.” Here, the repair facility advised that the vehicle was experiencing issues with the air conditioner condenser, air conditioner compressor, drier and the expansion valves. Here, the expansion valves are not listed for coverage under the customer’s Service Contract; therefore, the expansion valves and the associated labor would be the sole responsibility of the customer to repair. Here, the compressor, clutch, condenser, accumulator and evaporator are the only components listed for coverage on the front of the customer’s Service Contract. All other components are the customer’s responsibility to repair It is stated in the service contract: “LABOR: The authorized time for a repair will be based on the ProDemand labor guideThe hourly labor rate will be up to $per hourShould your repair facility’s rate exceed this amount, You are responsible for the differenceAs per the customer’s Service Contract, he is responsible for all labor costs in excess the $per hour covered by his Service Contract. During the opening air conditioner claim, the repair facility advised CARS that their hourly rate was $per hour; therefore, the customer is responsible to pay any hourly rate amount over $per hour The 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.” Therefore, pursuant to the customer’s Service Contract he is not entitled to a refund. CARS service contracts are to be utilized to assist with the repair of customers’ vehicles and do not provide “all inclusive” coverage. Therefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairs. The service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverage. Various provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible. The customer states in his complaint that he sold his vehicle; therefore, the customer’s Service Contract is now void and the above-referenced vehicle no longer has Service Contract coverage As you can see from the above paragraphs, CARS was willing to assist with the repair of the air conditioner pursuant to the Terms and Conditions of his Value Plus Service ContractHowever, the customer chose to sell his vehicle 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*** General Counsel JPM/jmm Attachments

January 16, 2017VIA: EMAIL/WEBSITERE: COMPLAINT ID #***INFINITI GVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated January 12, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the
customer purchased the above-referenced vehicle from the previous owner of the vehicle on August 1, A Value Plus Service Contract, also owned by the previous owner was transferred to the customer on August 1, for a transfer fee to CARS in the amount of $(See attached Service Contract].On January 10, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing inoperable window wipers and the check engine light was displayedThe repair facility advised that the engine was running roughThe repair facility further advised that the wiper motor and the bank intake cam magnetic rder failedCARS then went over our claim procedures with the repair facility.CARS then went over the amount we could assist with the repair of the customer's vehicle as follows: We could supply the front wiper motor in the amount of $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 to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2] choices for assistance with the approved claim: CARS could either supply the front wiper motor 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 not be able to assist with the labor due to the $deductibleThe repair facility advised that they would get back to us with the customer's decision.On January 11, at 9:a.m., a customer service representative reviewed the claim with the customerThe customer then requested to speak to the claims adjustor and was transferred to him.On January 11, at 9:a.m., the customer's claim adjustor reviewed his Service Contract coverage with the customerThe claim adjustor advised the customer that the intake engine cover is not listed for coverage under his Service Contract; therefore, we were not able to assist with that portion of the claim.By the customer's signature on his on Value Plus Service Contract (Months/Unlimited Miles), the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinIt is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." 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 failure." Here, the bank intake cam magnetic rder and the intake engine cover are not listed as covered components under the customer's Service Contract; therefore, CARS is unable to assist with the repair of those componentsIt is the customer's responsibility to repair the bank intake cam magnetic rder and the intake engine cover.CARS relies on the information that is received the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the service contractHere, pursuant to the information provided to CARS by the repair facility, it was determined that the front wiper motor was the only component covered under the customer's Service Contract.CARS service contracts are to be utilized to assist with the repair of the customer's vehicle and do not provide "all inclusive" coverageThe customer's 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 his financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and times, difference in part prices, non-covered components, maintenance items and deductible.I hope this letter has explained why CARS is only able to assist with the front wiper motor portion of the January 10, mechanical claim 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 my office.Jason ** *** General Counsel

December 21, VIA: SUBMITTED TO Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID NO.
*** CHEVROLET SILVERADO VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: 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, 2017. 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, 2017. 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, 2017. 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 ** M*** General Counsel JPM/jmm Attachments

February 19, VIA: Revdex.com WEBSITE Jennifer *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: FORD FUSION VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: I am in receipt of your letter dated February 12, 2018, enclosing the customer’s additional concerns regarding the above-referenced vehicle. I would like to respond as follows: CARS has emailed and mailed the customer the attached Service Contract with Claim Cancellation Form as he requested in his Revdex.com response. CARS will also issue a prorated refund of the amount we received for the customer’s Service Contract and the amount the selling dealer retained for the customer’s Service Contract upon receipt of the executed Service Contract With Claim Cancellation Form. CARS will issue the prorated refund minus the paid claim to the lienholder unless the customer provides CARS with a pay-off letter from the lienholder. If there is no longer a lienholder, CARS will issue the check directly to the customer The customer paid $1,for his Service ContractCARS has calculated the refund due the customer as follows: $1,174.35: Pro-rated Cost based on 73.443% of unearned Service Contract -$147.66: Less claims paid on September 15, -$0.00: Cancellation fee of $WAIVED $1,TOTAL REFUND AMOUNT CARS would like to point out here that on September 15, 2017, CARS advised the repair facility that payment would be issued directly to the repair facility upon receipt of a properly submitted invoice to us. However, CARS never received an invoice from the customer or the repair facility to pay for the repair of the customer’s vehicle CARS does apologize for the inconvenience caused to the customer Ms***, if you have any further questions, please contact my office Sincerely, Jason *M*** General Counsel JPM/jmm Attachment

July 17, 2017VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# ***VIN (Last 8): ***OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated July 12, 2017, enclosing the above-referenced consumer
complaint.Please 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***General Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I thank you very much for your time and assistance in this matter
Regards,
*** ***

August 18, 2017VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #***HONDA ACCORD VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated August 11, 2017, enclosing
the above-referenced consumer complaintI would like to respond in the following manner: On November 23, 2016, 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 November 30, (the attached “Service Contract").On July 27, at 3:p.m., a repair facility advised CARS that the customer's vehicle was experiencing air conditioner, window regulator and wiper linkage bushing issuesCARS then went over our claim procedures with the repair facility.On July 28, at 1:p.m., CARS again reviewed our claim procedures with the repair facility and then went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply an air conditioner compressor for $ProDemand labor guide stated the 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 $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the part 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 $We also advised the repair facility that the window regulator and wiper linkage bushing were non-covered components under the customer's Service Contract; therefore, the window regulator and wiper linkage bushing repairs would be the customer's sole responsibility to repairThe repair facility advised that they would contact CARS with the customer's decision.On August 1, at 1:p.m., CARS returned a telephone call to the customer and spoke with the customer's motherThe customer's mother was unhappy with the claim allowance and requested cancellation of the Service Contract and was then transferred to the cancellation department, who advised that pursuant to the Terms and Conditions of the customer's Service Contract, the customer was not entitled to any refund.On August 1, at 2:p.m., CARS returned a telephone call from the customer's mother requesting specific information regarding the claim; however, since this individual was not the customer, CARS advised that we would need permission from the customer to speak with her regarding the claim.This was the last communication CARS had regarding the July 27, mechanical claim made on behalf of the customer's vehicle.By the customer's signature on his Value Plus Service Contract under the Acceptance to Terms, he acknowledged that he read, understood and agreed to the Covered Components and Terms and Conditions contained thereinThe customer's Service Contract states at: ‘COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." Also, at Paragraph (a): "COMPONENTS AND EXPENSES NOT COVERED: COMPONENTS NOT LISTED REGARDLESS OF FAILURE." Here, the repair facility that the customer chose to repair his vehicle advised that the window regulator and the wiper linkage bushing were failed; however, they are not listed for coverage under the customer's Service ContractTherefore, those repairs would be the sole responsibility of the customer to repair.It is also stated in the customer's Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we use the cost of the part 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, as stated above, neither the repair facility nor the customer contacted CARS with the customer's decision on how to proceed with the claim.Additionally, the customer's Service Contract states at Paragraphs (a) & (b): "CANCELLATION PROVISIONS: You have the right to cancel Your 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 paidThis Service Contract will not be reinstated after a cancellation is requestedAfter days, there is no refund 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, since it was over days from the effective date of the customer's Service Contract, he is not entitled to any refund of his Service Contract.The customer also states in his complaint that he purchased “bumper to bumper" coverage for his vehicleTo the contrary, the Service Contract that the customer purchased 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 his financial responsibility for the tear-down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates, labor time and the $deductibleTherefore, pursuant to the Terms and Conditions of his Service Contract, CARS is not required to pay the full cost of the repairs or pay for the repair of non-covered components.As you can see from the above information, CARS was willing to authorize the air conditioner compressor repair of the customer's vehicle in the amount of $pursuant to the Terms and Conditions of the customer's Value Plus Service ContractIf the repairs to the customer's vehicle are not yet completed, please have the repair facility contact CARS to advise of the customer's decision in order to proceed with the July 27, claim.The customer has vehicle coverage on his vehicle until November 30, 2019; therefore, if his vehicle incurs any further mechanical issues and it is determined that the failed components are covered, CARS will authorize and pay the claim pursuant to the Covered Components and 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 questions regarding this matter, please do not hesitate to contact my office.Sincerely, Jason *M***General Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will accept that offerThank you.In response to CARS telling the repair shop they were going to send the check to them in lieu of an invoiceIt is extremely difficult to find out pertinent information like that when phones do not get answered
Regards,
*** ***

February 9, VIA: Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: FORD FUSION
VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: I am in receipt of your letter dated January 31, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle. I would like to respond as follows: Our records indicate that on July 19, 2016, the customer purchased the above-referenced vehicleOn 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 Value Plus Service Contract on August 23, (See attached Service Contract) On September 15, 2017, a repair facility advised CARS that the customer was experiencing front lower control arm issues. On that same day, CARS authorized the repair of front lower control arm in the amount of $147.66. The repair facility advised us that would like the payment of $submitted to them via credit cardCARS advised the repair facility that payment would be issued directly to them upon receipt of a properly submitted invoice to us. However, CARS never received an invoice from the customer or the repair facility to pay for the repair of the customer’s vehicle CARS would like to point out here that we never advised the repair facility that we would only pay $by check to the repair facility for the repair of the customer’s vehicle. Once a claim is authorized for an amount, CARS will process a properly submitted invoice and pay the repair facility or the customer, whoever is designated by the repair facility to receive payment, for the repair of the vehicle in the amount authorized by CARS Upon review of the customer’s consumer complaint, CARS contacted the repair facility to find out the status of the repair to the customer’s vehicleThe repair facility advised us the customer did pay the repair facility for the repair of his vehicle and at our request sent CARS the attached invoice. Ms***, attached please find a copy of a letter enclosing CARS check# *** in the amount of $147.66, which will be mailed directly to the customer for the repair of his vehicle as authorized during the processing of the September 15, lower control arm repair By 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 Contract. The 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 statedIf you are eligible for a refund, CARS shall refund to the dealer or lienholder a portion of the amount received by CARS for Your Service Contract on a monthly prorated basis, less an administrative fee (not to exceed $50.00) as long as no claims have been made against the vehicle.” Here, the customer is not eligible for a refund of his Service Contract; however, in a goodwill gesture, CARS will also issue a prorated refund of the amount we received from the selling dealer to the customer’s lienholder as stated on his Service Contract upon CARS’ receipt of the attached Service Contract With Claim Cancellation Form. CARS will also notify the selling dealer of the amount he is responsible to issue to the customer’s lienholder CARS has attempted to reach the customer by telephone on February 8, and February 9, 2018; however, we were not able to leave a message When a claim is presented, CARS promptly investigates all circumstances surrounding the claim. CARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair. If you have any further questions, please contact my office Sincerely, Jason *M*** General Counsel ***
***

Dear Ms***: I am in receipt of your letter dated September 13, 2017, stating the customer’s additional concerns and respond as follows: By the customer’s signature on his Service Contract application, he acknowledged that he read, understood and agreed to its Terms and Conditions. Directly above the customer’s signature, it states: “I have read, understand, and agree to the Covered Components and Terms and Conditions as stated on this entire Service Contract applicationThis Service Contract application does NOT go into effect until: (1) this completed application is received by CARS, (2) with proper payment, and (3) approved by CARS, which MAY BE DIFFERENT than My date of vehicle purchase.” Additionally, the Terms and Conditions at Paragraph 1(b) states: “COMPONENTS AND EXPENSES NOT COVERED: Component failures occurring before the date CARS receives and approves this Service Contract application are not covered.” The customer’s Service Contract states at Paragraph (a) through (c): PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALERANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATEDYou may cancel this Service Contract for a full refund within the first days from the Effective Date provided no claim has been made.Within the first days from the Effective Date, if a claim has been made You may cancel this Service Contract for a monthly prorated refund, less any claims paid or approved for payment, less an administration fee of $50.00.After days from the Effective Date, there is no refund except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder, and as long as no claim was madeIf eligible, CARS will cancel this Service Contract for a monthly prorated refund, less an administration fee of $50.00.Here, the customer is not entitled to a refund of his Service Contract since twenty (20) days had passed since the acceptance of his Service Contract; however, in a goodwill gesture, the customer will receive a refund of his Service Contract in the amount of $800.00, which is the amount listed on his Service Contract as the purchase price. Pursuant to the Terms and Conditions of the customer’s Service Contract, this refund will be issued by the selling dealership. CARS will notify the selling dealer and issue a check to the selling dealer for our portion of the customer’s refund Ms***, I hope this will resolve the customer’s issues. If you have any further questions, please contact my office Sincerely, Jason *M*** General Counsel JPM/jmm

PROTECTION PLUSAugust 8, 2016VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***FORD FVIN (Last 8): *** OUR FILE NO.: ***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 ** *** General Counsel

RE: COMPLAINT ID #***VIN (Last 8): ***OUR FILE NO.: ***Dear Ms*** I received your letter dated July 17, 2015, enclosing the customer's concerns contained inthe above-referenced consumer complaintOur records indicate that on May 30, 2015, thecustomer
purchased the above-referenced vehicle and on that same date, she also applied for aCARS Value Plus Service Contract Service Contract (Months/Unlimited Miles), which wasaccepted with payment by CARS on June 8, (the attached "Service Contract")The customer'sService Contract expires on June 8, 2017. On July 13, at 4:p.m., CARS received a telephone call from a repair facility advisingthat the customer’s vehicle was experiencing rear main seal issuesWe advised the repair facilitythat the rear main seal was a non-covered component under the customer's Service Contract. On July 16, at 9:a.m., CARS customer service representative reviewed the July 13,claim with the customerThe customer was then transferred to the cancellation department. On July 16, at 9:a.m., the customer advised the cancellation departmentrepresentative that she wanted to cancel her Service Contract because the July 13, claim wasnot covered by her Service ContractCARS advised that we could cancel the Service Contract;however, the customer would not be eligible for a refundThe customer stated that she wanted afull refundThe cancellation department representative went over the Terms and Conditions ofher Service Contract with her regarding non-covered components and our cancellation policy asstated on her Service ContractCARS again reiterated that the customer was not eligible for arefund. By her signature, the customer acknowledged that she read, understood, and agreed to theterms and conditions contained thereinIt is stated in the service contract: "COVEREDCOMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." and under Terms andConditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Componentsnot listed regardless of failure.” The rear main seal is not listed for coverage; therefore, it is the responsibility of the customer to repair. It is also stated in the customer’s Service Contract under "COVERED COMPONENTS: SEALS, GASKETS, & FLUIDS 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." The rear main seal is not covered because no covered component failed in the customer's vehicle that would require that the rear main seal to be replaced. In her consumer complaint the customer is asking for a refund of her Service ContractCARS is regulated by state statutes regarding customer refundsHere, no state statute in the state she purchased her vehicle requires CARS to refund the service contract; therefore, the customer is not entitled to any refund at this time. The customer has Service Contract coverage through June 8, If it is determined that the failed component is covered, CARS will pay the claim pursuant 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 questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason ** *** General CounselJPM/jmm

November 6, VIA: EMAIL/WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID #***
FORD F VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated November 2, 2017, enclosing the above-referenced consumer complaint and respond as follows: CARS has contacted the customer and now considers the customer’s complaint resolved. When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office Sincerely, Jason ** M*** General Counsel JPM/jmm Attachments

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are agreeing that the part holding the input/ output speed sensor is the conductive plate, but we are in total disagreement of where this part is locatedThe conductive plate is located inside the transmission, above the valve body, which is an internal lubricated partThe valve body must be removed to get access to the conductive plate, since the valve body works with fluid pressure and controls fluid together with the shift solenoids that makes it an internal lubricated componentThis should then be covered under warranty as the contract states it covers internal lubricated parts.Here is a link to a video showing the removal of the conductive plateVehicle is a different vehicle but they share the exact same transmission.***Regards,
*** ***

Patricia Cook Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA November 16, RE: COMPLAINT ID #AUDIAVIN (Last 8): *** OUR FILE NO.: C-*** Dear Ms*** I am
in receipt of your letter dated November 16, enclosing the customer's consumer complaintOur records indicate that on October 28, the customer purchased the above-referenced vehicle and on that date the vehicle registered 108,miles on the odometerOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/4,Miles)The customer's Service Contract was accepted with payment and approved by CARS on November 4, (the attached "Service Contract”)On November 9, 2015, at 11:a.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing engine issuesWe then went over our claim procedures with the repair facilityDuring the processing of the claim on November 9, at 1:p.m., in a recorded telephone call, the customer advised CARS that his vehicle began to experience engine issues on November 1, On November 9, at 2:p.m., CARS contacted the repair facility and advised that since the failures were present prior to CARS acceptance of the customer's Service Contract on November 4, 2015, CARS could not offer any assistance with the repairsPlease be advised that by the customer’s signature on his service contract application, he acknowledged that he read, understood and agreed to its terms and conditionsDirectly above the customer's signature, it states: "This Service Contract does NOT go into effect until: (1) this service application is received by CARS Protection Plus ("CARS”), (2) with proper payment, and (3) approved by CARS, which may be different than my date of vehicle purchase." Additionally, under the Terms and Conditions at Paragraph 1(b): "COMPONENTS AND EXPENSES NOT COVERED: Component failures occurring before CARS Protection Plus, Inc("CARS.") approves this Service Contract application are NOT coveredCARS does NOT warrant the condition of the vehicle at the time of purchase." As stated previously, the customer advised CARS in a recorded telephone call on November 9, that his vehicle experienced engine problems November 1, which was prior to CARS acceptance of his Service Contract on November When processing claims, 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 ContractAs stated in the above paragraphs, the customer's vehicle is not eligible for assistance with the November 9, engine claim because the engine issues were present prior to CARS’ acceptance with payment of the customer's Service Contract For all the reasons stated above, CARS stands behind our original decision and we are not able to assist with the November 9, engine claim made on behalf of the customer’s vehicle CARS service contract applications provide that they go in effect after they are received with payment, processed and approved by C.A.R.SProtection Plus, Inc., which may be different than the date of vehicle purchaseThe customer's Service Contract was processed and approved on November 4, The customer has Service Contract coverage on his vehicle through February 4, or when the odometer on his vehicle registers 113,miles, whichever occurs firstIf 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 Power Train 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 questions regarding this matter, please do not hesitate to contact me

*** *** *** ** *** *** *** *** *** *** *** *** ** *** RE: COMPLAINT ID #*** CHEVY TAHOE VIN (Last 8): *** OUR FILE NO.: C-***
*** *** *** I am in receipt of your letter dated June 1, 2016, enclosing the
above-referenced consumer complaintwould like to respond in the following manner: On December 1, 2015, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Independence Service Contract (Month to Month Recurring Debit)In addition, a Mastercard credit card number, V code and expiration date was provided and also the Payment Authorization form was executed for billing purposesPursuant to the RECURRING PAYMENT TERMS and ACCEPTANCE TO TERMS of the customer’s Independence Service Contract and Payment Authorization Form, CARS debited the credit card on December 4, with the credit card information suppliedThe customer’s Independence Service Contract was then approved by CARS, once we received confirmation that the payment was successfulPursuant to the Terms and Conditions of the customer's Independence Service Contract and Recurring Payment Terms, CARS again debited the credit card on file for the months of January 2016, February 2016, March 2016, April 2016, and May During those months, the customer had Service Contract coverage available to him in the event of a mechanical breakdownAt the conclusion of each month, the service contract expired and a new coverage term began when the credit card was debitedOn May 20, at 9:a.m., a mechanical claim was called in by a repair facility on behalf of the customer’s vehicle advising that the vehicle was experiencing left caliper issuesWe then went over our claim procedures with the repair facilityOn that same date at 10:a.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the left caliper 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 $13.87, and we could supply the part as stated above; however, we would be unable to assist with labor since the labor cost was less than the deductible or pay $towards the repair of the customer’s choiceDuring that telephone call, the repair facility advised CARS that the cash allowance would be used towards the repair of the customer's vehicleAfter the repair facility provided CARS with a final invoice indicating that the repairs were complete, CARS paid the repair facility in the amount of $via credit card on May 20, 2016, pursuant to the Terms and Conditions of the customer's Service ContractThe claim was then closedBy the customer's signature under Acceptance to Terms, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated on the PAYMENT AUTHORIZATION FORM at RECURRING PAYMENT TERMS: “You have purchased month-to-month coverageA NEW contract will begin monthly, starting one month from the Effective Date on Your CARS I.Dcard, and will continue, as long as payment is received, until Your vehicle reaches 200,miles or You notify CARS, at least seven days prior to your next contract beginning that You wish to end Your coverageYou are responsible for Your method of paymentIf CARS attempts to process payment from the account list below, and the charge is either declined or returned for Non-Sufficient Funds, a new contract will NOT begin and Your coverage will terminate at the end of Your current termCARS is not responsible for overdraft feesCARS will charge Your account up to seven days prior to Your next contract beginningIf You do not notify CARS in writing, when Your car reaches 200,miles or You no long own the vehicle additional payments are non-refundableCARS may charge the account listed below to correct any errors in processing." Accordingly, based upon the Recurring Payment Terms, the customer purchased a new service contract each month that the credit card on file was debitedTherefore, the customer had service contract coverage available for his vehicle in the event of a mechanical breakdownAdditionally, it states in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above- mentioned replacement parts, we used the cost of the part to either be shipped to the repair facility and also 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 his choice or having CARS supply the left caliperThe 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 taxesTherefore, CARS authorized and paid the May 20, mechanical claim in accordance to the Terms and Conditions of the customer’s Service ContractThe customer states in his complaint that he is requesting a full refund for all the months which he paid for service contract coverageThe customer's service contract states at "(b) CANCELLATION PROVISIONS: This Service Contract is non-refundable." Here, as stated above the customer’s vehicle was covered during the coverage periods of December 2016, January 2016, February 2016, March 2016, April and May 2016, in the event of a mechanical breakdownAt the conclusion of each month, the coverage lapsed and a new service contract began, after we debited the credit card on file pursuant to the Recurring Payment Terms of the customer's Payment Authorization FormTherefore, based upon all the above information, the customer is not entitled to any refundAs stated above, CARS is in receipt of the customer's cancellation, therefore, CARS will no longer debit the customer's credit card and he will not have any further coverage through CARSWhen 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 P***General Counsel JPM/cll Attachment

February 9, VIA: Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: FORD FUSION
VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: I am in receipt of your letter dated January 31, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle. I would like to respond as follows: Our records indicate that on July 19, 2016, the customer purchased the above-referenced vehicleOn 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 Value Plus Service Contract on August 23, (See attached Service Contract) On September 15, 2017, a repair facility advised CARS that the customer was experiencing front lower control arm issues. On that same day, CARS authorized the repair of front lower control arm in the amount of $147.66. The repair facility advised us that would like the payment of $submitted to them via credit cardCARS advised the repair facility that payment would be issued directly to them upon receipt of a properly submitted invoice to us. However, CARS never received an invoice from the customer or the repair facility to pay for the repair of the customer’s vehicle CARS would like to point out here that we never advised the repair facility that we would only pay $by check to the repair facility for the repair of the customer’s vehicle. Once a claim is authorized for an amount, CARS will process a properly submitted invoice and pay the repair facility or the customer, whoever is designated by the repair facility to receive payment, for the repair of the vehicle in the amount authorized by CARS Upon review of the customer’s consumer complaint, CARS contacted the repair facility to find out the status of the repair to the customer’s vehicleThe repair facility advised us the customer did pay the repair facility for the repair of his vehicle and at our request sent CARS the attached invoice. Ms***, attached please find a copy of a letter enclosing CARS check# *** in the amount of $147.66, which will be mailed directly to the customer for the repair of his vehicle as authorized during the processing of the September 15, lower control arm repair By 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 Contract. The 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 statedIf you are eligible for a refund, CARS shall refund to the dealer or lienholder a portion of the amount received by CARS for Your Service Contract on a monthly prorated basis, less an administrative fee (not to exceed $50.00) as long as no claims have been made against the vehicle.” Here, the customer is not eligible for a refund of his Service Contract; however, in a goodwill gesture, CARS will also issue a prorated refund of the amount we received from the selling dealer to the customer’s lienholder as stated on his Service Contract upon CARS’ receipt of the attached Service Contract With Claim Cancellation Form. CARS will also notify the selling dealer of the amount he is responsible to issue to the customer’s lienholder CARS has attempted to reach the customer by telephone on February 8, and February 9, 2018; however, we were not able to leave a message When a claim is presented, CARS promptly investigates all circumstances surrounding the claim. CARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair. If you have any further questions, please contact my office Sincerely, Jason *M*** General Counsel ***
***

September 11, VIA: Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID# ***
FORD F VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated September 7, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on August 9, On that same date the customer also applied for a CARS Power Train Service Contract (Months/15,Miles) and the same was received with payment and approved by CARS on August 21, (See attached “Service Contract”) On September 6, at 9:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issuesCARS then went over our claim procedures with the repair facility On September 6, at 10:a.m., the repair facility advised CARS that the customer’s vehicle was driven to the repair facility on August 24, 2017, due to stalling and the check engine light was also displayed. The repair facility advised that the fluid was low and dirty. The repair facility further advised that they had removed the cam sensors and found that sludge buildup was the cause of failureCARS advised the repair facility that we would get back to them after a management review of the customer’s engine claim On September 6, at 1:p.m., the customer advised CARS that he took his vehicle to the repair facility for an E-check; however, his vehicle failed the inspection due to the check engine light being displayed. The customer further advised that the check engine light was displayed one (1) to two (2) days after he purchased his vehicle On September 7, at 9:a.m., CARS advised the customer that we could not assist with any engine issues his vehicle was currently experiencing since the check engine light was displayed on August 10, or August 11, 2017, which was prior to Service Contract acceptance on August 21, By the customer’s signature on his Service Contract application, he acknowledged that he read, understood and agreed to its Terms and Conditions. Directly above the customer’s signature, it states: “I have read, understand, and agree to the Covered Components and Terms and Conditions as stated on this entire Service Contract applicationThis Service Contract application does NOT go into effect until: (1) this completed application is received by CARS, (2) with proper payment, and (3) approved by CARS, which MAY BE DIFFERENT than My date of vehicle purchase.” Additionally, the Terms and Conditions at Paragraph 1(b) states: “COMPONENTS AND EXPENSES NOT COVERED: Component failures occurring before the date CARS receives and approves this Service Contract application are not covered.” Here, as stated previously, on September 6, 2017, the customer advised CARS that on August 10, or August 11, 2017, the check engine light was displayed in his vehicle. Here, the failure to the customer’s vehicle occurred prior to CARS acceptance of his Service Contract on August 21, Based on the information provided by the customer, his vehicle began to experience issues prior to CARS acceptance of his Service Contract on August 21, 2017. CARS was not aware of any mechanical issues with the customer’s vehicle when we approved his Service Contract applicationCARS does not accept service contract applications if CARS is made aware of mechanical failures prior to CARS receiving and approving the service contract application with payment. If CARS had been made aware that the customer’s vehicle was experiencing mechanical issues prior to CARS’ acceptance of the customer’s Service Contract with payment on August 21, 2017, CARS would have rejected and sent back the customer’s Service Contract application with payment to the selling dealer. When processing claims, 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 Contract. As stated in the above paragraphs, the customer’s vehicle is not eligible for assistance with any failures that were present prior to CARS’ acceptance of the customer’s Service Contract on August 21, Additionally, the customer’s Service Contract states at Paragraph (p): “COMPONENTS AND EXPENSES NOT COVERED: Damage/failure caused by carbon, sludge, or water ingestion.” Here, on September 6, 2017, the repair facility advised CARS that sludge was the cause of failure of the engine. Here, the customer’s Service Contract does not cover any failures that are a result of sludge; therefore, even if the failure of the customer’s engine occurred after Service Contract approval, CARS would not have been able to assist with the repair of the customer’s engineFor all the reasons stated above, CARS is unable to assist with the repair of the customer’s vehicle. However, the customer’s vehicle has Service Contract coverage through August 21, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under his Service Contract. If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service contract When a claim is presented, CARS promptly investigates all circumstances surrounding the claim. CARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair. If you have any further questions, please contact my office Sincerely, Jason ** M*** General Counsel JPM/jmm Attachment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** as I showed on the video that its self explanatory the parts is inside the transmission surrounded by fluid above the valve body this being said the part needed is a lubricated internal part and the contract that I signed in specific say that all lubricated internal components are covered I don't see why they don't want to honor the warranty ...just look at the video and that shows the part in question being removed from inside the transmission and surrounded by atf fluid its not an outside part like they (cars) are trying to say for this reason I need them to reimburse me the amount that I requested before I take further action...