Fox Concrete

June 29, VIA: SUBMITTED TO Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID #*** NISSAN ROGUE VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** I am in receipt of
your letter dated June 24, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On December 21, 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 24, (the attached "Service Contract”)Since the inception of the customer's Service Contract three (3) claims have been opened as follows: First Claim: On April 12, at 3:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing right lower ball Joint, and tie rod issuesWe then went over our claim procedure with the repair facilityOn April 18, 2016, CARS paid CARS paid the repair facility $via check pursuant to the Terms and Conditions of the customer’s Service Contract towards the cost of laborOn May 5, 2016, CARS paid our parts supplier $via credit card pursuant to the Terms and Conditions of Your Service Contract for a rear front low control armThe claim was then closedSecond Claim: On April 19, at 10:a.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing transmission issuesWe then went over our claim procedure with the repair facilityOn April 22, 2016, CARS paid CARS paid the repair facility $2,via check pursuant to the Terms and Conditions of the customer's Service Contract for a repair facility supplied transmission and the cost of laborThe claim was then closedThird Claim: On June 8, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing rear differential, driveshaft, lower front control arms, and input shaft seal issuesWe then went over our claim procedure with the repair facilityOn June 8, at 11:a.m., the repair facility advised CARS that the customer's vehicle had no power when pressing on the gasThe repair facility advised that the check engine light was displayed; however, the repair facility had not yet found the reasonThe repair facility further advised that the transmission output shaft seal was leaking, transmission fluid was low, issues with the rear differential assembly driveshaft, lower front control arm ball joints, rear differential fluid was full of metal and the drive shaft had failedOn June 8, at 2:p.m., 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 advised the repair facility that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of her Service ContractCARS further advised the repair facility to get back to us with the cause of failure and extent of damage to the customer’s vehicleOn June 8, at 4:p.m., the customer advised CARS that she wanted to move forward with the repairs without performing tear-downCARS advised that pursuant to her Service Contract, CARS needed her vehicle torn down to find the cause of failure and to verify the extent of damage to her vehicle in order to move forward with the mechanical claimOn June 8, at 4:p.m., a claims manager reviewed the customer’s Service Contract with her and advised that pursuant to the Terms and Conditions of her Service Contract, the customer was responsible for all tear-down chargesThe claims manager advised the customer that, since several leaks were found from the rear differential seals, a tear-down of her vehicle was necessary to find the cause of failure, since seals and damage caused by leaking seals were not covered under her Service ContractOn June 9, at 1:p.m., the repair facility advised CARS that the viscus coupler on the rear differential had failedThe repair facility further advised that the differential fluid was very darkThe repair facility further advised that the drive shaft was damaged by the u-joint having excessive playThe right front control arm ball joint assembly was installed using an improper bolt to secure the ball joint to the wheel hubOn June 9, at 2:p.m., CARS advised the repair facility that we could move forward with the repair of the rear differential, left front ball joint and u-jointsCARS advised that since the right control arm and ball joint failed as a result of an improper bolt, CARS was not able to assist with that repairCARS further advised that we were waiting on pricing from our suppliers before we could quote the amount we could authorize for the repairsOn June 10, at 9:a.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the rear differential for $500.00, the drive shaft for $and the left ball joint for $CARS could assist with the fluids needed for the repair of the customer’s vehicle in the amount of $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 $1,205.00, and we could supply the parts as stated above and pay $towards labor and $for the fluids needed for the repair or pay $1,towards the repair of the customer's choiceThe repair facility was to notify CARS of the customer's decisionOn June 13, at 4:p.m., the repair facility advised CARS that the customer would like CARS to supply the parts, with the exception of the ball joints, to the repair facility for the repair of her vehicleOn June 14, at 9:a.m., CARS provided the repair facility with an authorization number to begin the repairs to the customer’s vehicleCARS then gave the repair facility an estimated arrival time of June 20, for the supplied partsOn June 20, at 1:p.m., the repair facility advised CARS that the supplied parts had not been deliveredCARS was advised by our supplier that the parts had been shipped from two (2) different facilities and were now scheduled to arrive by June 27, On June 28, at 9:a.m., the repair facility advised CARS that all the supplied parts were at the repair facilityOn June 29, at 1:p.m., the repair facility advised CARS that the supplied parts have been installed in customer’s vehicle; however, the customer’s vehicle is going into limp modeAfter pulling the transmission codes from the vehicle, the repair facility believes that the previous repair facility who installed the transmission missed the rear differential binding and that is what is causing the current transmission issuesCARS advised that the previous repair facility gave the transmission a month/12,mile warranty on the repair; therefore, the customer must take her vehicle to the previous repair facility for the transmission issues (See attached)By the customer’s signature on her Value Plus Service Contract she acknowledged that he 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, the customer chose to have the parts supplied by CARS for the repairs needed for the June 8, mechanical claim opened on behalf of her vehicleThe customer’s Service Contract states at Paragraph 2(m): "PROVISIONS OF THE SERVICE CONTRACT: C.A.R.Swill not be responsible for any time lost, any inconvenience caused by the loss of use of Your vehicle, the quality of the repair by the repair facility or for any other incidental or consequential damages You may have." Here, the customer is not entitled to any reimbursement for any inconvenience caused by the loss of her vehicle; however, in a goodwill gesture, CARS is willing to reimburse the customer in the amount of $towards her additional expenses caused by the shipping delay of the supplied parts for the June 8, claimCARS will issue a check directly to the customerCARS would like to point out here that we have no control over our supplier's shipping times and delaysWhen made aware of delays, CARS contacts our suppliers for updated information and will advise the repair facility of any changes in the delivery dateThe 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 were not requiring unnecessary tear-down and diagnosis; we were only trying to determine the cause of failure and extent of damage to the customer’s vehicle It 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, the bolts are not listed for coverage under Your Service ContractIt is also stated under the Terms and Conditions at 1(f): "COMPONENTS AND EXPENSES NOT COVERED Damage/failure to a covered component caused by a non-covered component.” Here, during the processing of the June 8, mechanical claim made on behalf of Your vehicle, the repair facility advised CARS that an improper bolt (non-covered components)was used to secure the right lower control arm/ball joint (covered component) to the wheel hub and caused the damage to the control arm/ball jointTherefore, the customer is responsible for the repair of the right lower control arm/ball jointThe Terms and Conditions of the Service Contract state at Paragraph (u): "PROVISIONS OF THE SERVICE CONTRACT: Coverage is superseded by any manufacturer’s warranty, TSB/factory bulletin, recall or warranty on a previous repair.” Here, the repair facility that replaced the customer's transmission placed a year parts and labor warranty on the transmission on the invoice provided to CARS dated April 21, 2016; therefore, the repair facility that gave the parts and labor warranty is responsible for the repair of the customer’s transmissionCARS 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 deductibleThe customer has Service Contract coverage through December 24, 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 her 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

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November 28, 2016VIA: EMAIL/WEBSITE*** ***Revdex.com of Western Pennsylvania *** *** *** *** *** *** ** ***RE: COMPLAINT ID #***BMW 750LI VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated November 17, 2016, enclosing the above-
referenced consumer complaint and respond as follows:On November 28, at 9:a.m., CARS telephoned the customer to advise her that a claim must be opened on behalf of her vehicle so that CARS can determine if the repair to the customer's vehicle would be covered under her Service ContractCARS also advised the customer to submit a towing invoice for her vehicle and CARS would reimburse her up to $towards the cost of towing.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, JPM/jmm

Dear Ms***:I am in receipt of your letter dated August 16, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on August 8, On that same date, the customer also applied for a CARS
Power Train Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on August 9, (See attached “Service Contract")First Claim: On August 15, at 2:p.m., a repair facility advised CARS that the customer's vehicle was experiencing mechanical issuesCARS then went over our claim procedures with the repair facility.On August 15, at 2:p.m., the repair facility advised CARS that the customer had removed his vehicle from the repair facility without any repairs being performed on his vehicleCARS advised that pursuant to his Service Contract, the customer's vehicle must be at the repair facility for a claim to be openedCARS then advised the repair facility that a new claim must be opened when the customer returned his vehicle to the repair facilityThe claim was then closed.Second Claim: On August 15, at 3:p.m., a repair facility advised CARS that the customer's vehicle was experiencing axle seal and rear driveshaft u-joint issuesCARS then went over our claim procedures with the repair facility.On August 15, at 3:p.m., the repair facility advised CARS that the vehicle was shaking when drivenThe repair facility advised that they had found loose u-joints, left front axle was clicking and loose and all the seals were leakingCARS then reviewed our claim procedures again.Pursuant to the customer's Service Contract coverage, CARS then went over the amount we could assist with the repair of his vehicle as follows: We could supply the left front axle seal for $6.12, two (2) universal joints for ($each) $and the front axle for $The repair facility requested labor assistance of hours of labor for the axle repair, hours of labor for the axle seal, and hours of labor for the universal joint for a total of hours of labor timeCARS was able to authorize the total amount of labor time requested by the repair facility in the amount of hours, and the customer's Service Contract pays $per hour for laborTherefore, total labor we could assist with 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 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 be able to assist with the cost of labor in the amount of $after the deductible was appliedThe repair facility advised that they would contact the customer regarding the customer's decision for assistance with the repair of his vehicle.On August 15, at 4:p.m., the customer advised our refund department that he was unhappy with his Service Contract coverage and wanted to cancel his coverageCARS advised the customer that we could email a cancellation form for his signature and he would be eligible for a full refund if he cancelled in the first twenty (20) days of his coverageCAR then emailed the cancellation form to the customerOn that same day, the customer returned an executed cancellation form to CARS.On August 15, at 4:p.m., the customer telephoned CARS to review the options for CARS' assistance with his claimCARS advised the customer that the labor times we quoted to the repair facility for assistance with were the labor times requested by the repair facility when we reviewed the options for CARS' assistanceCARS advised the customer that his Service Contract paid up to $per hour for labor charges and any amount over that time was he responsibilityCARS further advised that the price of the covered components were based upon the cost of aftermarket partsThe customer advised that he would call CARS with the repair facility to discuss the options for repair.On August 17, 2017, CARS processed the customer's cancellation of his Service ContractPursuant to the Terms and Conditions of the customer's Service Contract, CARS then mailed a check to the selling dealer for our portion of the refund due to the customer.By his signature, the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinIt is stated on the front of the customer's Service Contract: "COVERED COMPONENTS SEALS AND GASKETS Seals and Gaskets are covered only when required in conjunction with the replacement of a covered component." Here, only the left front seal is covered under the customer's Service Contract because it was being replaced in conjunction with the left axleThe rear axle seal and the transmission seal are not covered under the customer's Service Contract since they were not being replaced in conjunction with a covered componentHere, any costs associated with the rear axle and the rear transmission seal would be the customer's responsibility.The customer's Service Contract states under 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." The customer is responsible for a $deductible for each claim authorized by CARS for the repair of his vehicleHere, the total value of the August 15, mechanical claim opened on behalf of the customer's vehicle was $after the $deductible was applied.The customer's Service Contract states: “COVERED COMPONENTS LABOR: The authorized time for a covered repair will be based on the ProDemand labor guideThe hourly labor rate will be the repair facility's rate up to $per hourShould your repair facility's rate exceed this amount, You are responsible for the difference.” Here, during the processing of the August 15, mechanical claim made on behalf of the customer’s vehicle, the repair facility advised CARS that the labor rate for the repair of the customer's vehicle was $per hourCARS authorized the repair facility's requested labor times for a total of hours; therefore, the total value of the labor portion of mechanical claim is $Here, the customer would be responsible for any amount over $per hour for the labor costs and any labor time over hours associated with the repair of his 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 his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.The customer cancelled his Power Train Service Contract on August 15, 2017; therefore, his vehicle no longer has Service Contract coverageCARS issued a check to the selling dealer on August 17, for our portion of the customer's refund of his Service Contract.Ms***, I hope the above paragraphs explain the reasoning behind the options CARS offered the customer to assist with the repair of his vehicle.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

PROTECTION PLUSOctober 11,2016VIA: EMAIL THROUGH Revdex.com WEBSITEPatricia ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***TOYOTA TUNDRA VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated, October 6, 2016, enclosing the customer's additional concernsI would like to respond in the following manner:By the customer's signature on his Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states under Terms and Conditions at Paragraph (1); ""COMPONENTS AND EXPENSES NOT COVERED: Damage from flood, fire and/or accident, regardless of the cause." Here, the repair facility chosen by the customer to repair his vehicle advised CARS on September 21, that the customer's vehicle had been in an accident which caused the bending of parts on the right and left side of his vehicle.Furthermore, the customer states in his complaint that he is requesting a refund of $1,495.00; however, this is not the amount that CARS received for the cost of the customer's Service ContractDealers have the right to mark up the cost of service contractsThe selling dealer that sold the customer the Service Contract did mark up and make a profit on the cost of the Service Contract.The customer's Service Contract states at Paragraph 5(b): "CANCELLATION PROVISIONS: After 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."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 rml directed by any state statute in the state where the customer's vehicle was purchased to refund any monies to the customer for the cancellation of his Service ContractTherefore, pursuant to his Service Contract the customer is not entitled to a refund.The Service Contract also states at 4(a): “SERVICE CONTRACT PROVISIONS: The Service Contract is transferable, by the original purchaser of the contract to the subsequent owner of the vehicle provided CARS receives the transfer fee of $prior to the sale of the vehicleCARS will not transfer the contract to another vehicle or to a businessThe transferred Service Contract will remain in effect for the remainder of the original period." Here, the customer’s Service Contract is not eligible for a transfer since the customer has traded the above-referenced vehicle.After a management review of the customer's additional concerns, CARS stands by its original decision and is unable to refund any monies to the customer for his Service Contract.If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason ** ***l General CounselJPM/jmmAttachment

Dear Mr*** Enclosed please find the letter enclosing the refund check which is being mailed to you today. Thank you

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,
*** ***

February 20, VIA: Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: JEEP GRAND CHEROKEE VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: I am in receipt of your letter dated February 14, 2018, enclosing the customer's additional concerns regarding the above-referenced vehicleI would like to respond as follows: During the processing of the January 23, mechanical claim made on behalf of the customer's vehicle, CARS was advised by the repair facility that the transfer case had failed On January 26, at 8:a.m., after reviewing the repair facility's estimate, CARS then went over the amount we could assist with the repair of the customer's vehicle as follows: We could supply the transfer case for $We could assist with the fluids needed for the repair of the customer's vehicle 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 part as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIfthe customer chose for CARS to ship our supplied part, CARS would be able to assist with the labor in the amount of $and the fluids in the amount of $after the deductibleThe repair facility advised that the customer would like the cash allowance towards the repair of his vehicleCARS then provided the repair facility with an authorization number to begin the repair of the customer's vehicle On January 26, at 9:a.m., the repair facility advised CARS that the customer would like CARS to ship the transfer case to the repair facilityCARS then provided an authorization number to the repair facility to begin the repairs to the customer's vehicle On February 9, 2017, pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid $via credit card to the repair facility to assist with the labor costs to repair the customer's vehicle. Upon receipt of the customer's additional concerns from the Revdex.com on February 14, 2018, CARS Claims Director telephoned the repair facility to find out the status of the customer's vehicleThe repair facility advised CARS that the customer picked up the vehicle from the repair facility on February 9, The repair facility advised CARS that our supplied transfer case was put in the customer's vehicle and there were no problems with the transfer caseThe repair facility advised CARS that the customer's vehicle still had a front differential noise which was noted on the invoice (see attached). On February 20, 2017, pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid $via check to our supplier for the transfer case needed for the repair of the customer's vehicle. CARS would like to point out here that CARS was not made aware of any front differential issues with the customer's vehicle by the repair facility prior to February 14, 2018, until CARS telephoned the repair facility to get a status on the repair of the customer's vehicle. The customer states in her additional concerns that she has an appointment at the repair facility on February 27, CARS would ask that the customer have the repair facility open a claim on behalf of her vehicleCARS will process the claim pursuant to the Terms and Conditions of the customer's Service Contract. The customer has Service Contract coverage through April 5, 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 Service Contract. Ms***, 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, please contact my office. Sincerely, Jason ** M*** General Counsel ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

COMPLAINT ID #*** *** *** VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** 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 ** ***General Counsel

RE: COMPLAINT ID #*** *** VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:am in receipt of your letter dated July 28, 2015, enclosing the above-referenced consumer complaint and respond as follows: According to our records the customer purchased the above-referenced
vehicle on May 26, and on that same date he applied for a CARS Power Train Service Contract (Months/4,Miles)The same was accepted with payment by CARS on that same day, May 26, (the attached "Service Contract").On July 17, 2015, at 3:p.m., CARS received a telephone call from the customer advising that the front ball joint axle needed to be replacedCARS advised that this was a non-covered component under his Service ContractCARS advised the customer that the drive shaft was covered under his Service ContractWe then reviewed our claim procedures with the customer.On July 21, at 10:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing front differential and intermediate shaft bearing issuesWe then went over our claim procedures with the repair facility.On July 21, at 11:a.m., the repair facility advised CARS that the vehicle was experiencing front end vibration, the fluid was very low, and issues with the driveshaft sealThe repair facility further advised that the passenger side intermediate bearing had issues possibly caused by low fluidCARS again went over our claim procedures with the repair facility.On July 21, at 2:p.m., the customer advised CARS that he was not sure of the date of purchase for his vehicle but thought it was about a month since he purchased the vehicleHe further advised that he never saw oil spots on his drivewayCARS advised that we could not move forward with the claim until we received the repair facility's findings.On July 22, at 5:p.m., the repair facility advised CARS that the cause of failure to the customer's vehicle was low fluidThe repair facility advised there was evidence of an old fluid leak on the undercarriageCARS requested that the repair facility fax the cause of failure and an estimate for the repair of the customer's vehicle to us.On July 23, at 10:a.m., the customer telephoned regarding the status of the mechanical claimCARS advised him that we were waiting on the repair facility's fax providing us with the cause of failure and an estimate for the repair of the customer’s vehicle.On July 23, at 4:p.m., the customer telephoned to advise he could not reach the repair facilityCARS again reviewed that we needed the cause of failure and an estimate for the repair of the customer's vehicle in order to move forward with the claimCARS put the customer on hold and left a message for the repair facility to contact usThe customer advised that he may move his vehicle to another repair facility.On July 24, at 11:a.m., the repair facility advised us that the customer's vehicle was still at the repair facility and torndownThe repair facility advised that the cause of failure was the axle seal leaking fluidWe advised that we needed the cause of failure and an estimate for the repair of the customer’s vehicle faxed to CARS.On July 24, 2015, after CARS reviewed the estimate and cause of failure (attached) faxed to us from the repair facility, CARS determined that we could not offer any assistance for the repair of the customer's vehicle because fluid leaks are non-covered components under the customer's Service Contract.On July 24, at 4:p.m., CARS advised the repair facility in a voice message that CARS was unable to assist with the repair of the customer’s vehicleThe repair facility found that the differential leaked fluid and the vehicle continued to be driven causing bearing, pinion and ring gear damageAdditionally, the intermediate shaft bearing was void of fluid resulting in damage of the bearing.On July 27, at 9:a.m., a claims manager attempted to review the mechanical claim made on behalf of the customer's vehicle; however, the customer was very argumentative with him.By the customer’s signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated in the customer’s Service Contract at Paragraph l(q): "COMPONENTS AND EXPENSES NOT COVERED: Fluid leaks and damage caused by fluid leaks.” Here, fluid leaks to the customer’s vehicle caused damage to the front differential, bearing, pinion and ring gear damage as well as damage to the intermediate shaft bearing.Under 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) coverageVariousprovisions 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.For the reasons stated above, CARS stands by its decision and is unable to offer any assistance with the June 21, mechanical claim made on behalf of the customer's vehicle pursuant to the Terms and Conditions of his Service Contract.The customer has Service Contract coverage through August 26, or when the odometer registers 140,miles, whichever occurs firstIf a claim is opened CARS will process will process the claim to determine if the failed component is covered under his 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.Sincerely,Jason ** ***General Counsel

January 9, 2017VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***DODGE VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated January 3, enclosing the
above-referenced consumer complaintI would like to respond in the following manner: On February 29, 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 March 2, [the attached “Service Contract")On March 31, 2016, the customer extended his Service Contract coverage for twelve [12) months.On November 29, at 2:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing rear differential, driveshaft and gas tank issuesWe then went over our claim procedures with the repair facility.On November 29, at 3:p.m., the repair facility advised CARS in a recorded telephone that the customer's vehicle has no alterations/modificationsThe repair facility further advised that that the rear differential locked causing the driveshaft to break up resulting in a hole in the muffler, dent in the gas tank and the yoke damaged the rear differentialCARS then reviewed our claim procedures with the repair facility.On December 27, at 1:p.m., the repair facility advised CARS that the pinion on the customer's vehicle froze causing the rear differential to lock and break the driveshaft housingCARS advised the repair facility to hold all parts and again reviewed our claim procedures.CARS determined that an independent inspection of the customer's vehicle was necessary to verily the exact cause and extent of damage to the vehicle.The independent inspection occurred the on December 29, The independent inspector found the customer's vehicle to have oversize tiresAfter management review of the independent inspection, CARS determined that the customer’s Service Contract was now cancelledand CARS was unable to assist with the repair of the customer's vehicle due to the alterations/modification to the customer's vehicle pursuant to the Term and Conditions of the customer's Service Contract.On December 30, at 10:a.m., CARS advised the repair facility that the customer's Service Contract was cancelled and CARS would issue a prorated refund for the Service ContractCARS further advised that CARS was unable to assist with the repair of the customer's vehicle pursuant to the customer's Service ContractThe claim was then closed by CARS.On December 30, at 11:a.m., CARS advised the customer of the cancellation of his Service ContractWe advised the customer that pursuant to the Terms and Conditions of his Service Contract, CARS' service contract does not cover altered/modified vehicles.By the customer's signature on the customer's Value Plus Service Contract the customer acknowledged that the customer read, understood and agreed to the terms and conditions contained thereinIt is stated under the Terms and Conditions at Paragraph 1(d): “COMPONENTS AND EXPENSES NOT COVERED: Vehicles that are modified or altered from the original manufacturer's specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed."The customer's service contract also states at Paragraph 2(e) and 2(g): “PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall also void the service contract."As previously stated on November 29, at 3:p.m., the repair facility advised CARS in a recorded telephone that the customer's vehicle had no alterations/modifications.However, the independent inspector found the tires on the customer's vehicle to be modified; therefore, pursuant to the customer's Service Contract CARS cancelled the customer's Service Contract for modifications/alterations of the tire sizeThe alterations/modifications of the customer's vehicle are not according to the manufacturer's specificationsThe alterations/modifications can affect the way the vehicle performs and also can cause undue mechanical problems with the vehicleHere, if the repair facility had advised CARS of the oversize tires on the customer's vehicle, CARS would have cancelled the customer's Service Contract immediately and not moved forward with the rear differential, driveshaft and gas tank claim made on behalf of the customer's vehicle.It is also stated in our cancellation policies for altered/modified vehicles are clearly stated at Paragraph (c): “CANCELLATION PROVISIONS: If a vehicle is altered or modified after purchase and if a claim has been made or paid, the Service Contract is cancelled and no refund shall be issued." CARS has attached a Service Contract Cancellation form for the customer to return to us via regular mail, fax or email with the required information for a prorated refundThis Service Contract Cancellation form was also mailed to the customer on December 30, CARS relies on the information provided to us by the dealers and/or repair facilities, since we cannot inspect every vehicle that has a service contract with usAs stated above, CARS became aware of the alterations/modification to the customer's vehicle when an independent inspection was performed on the customer's vehicleOnce notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediatelyThe customer's Service Contract is now void and he does not have Service Contract coverage under any of CARS' service contracts.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 the customer has any further questions regarding this matter, please do not hesitate to contact me.Jason ** *** General CounselJPM/jmmAttachments

May 18, 2017VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #***CHEVROLET EQUINOXVIN (Last 8): ***OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated May 10, 2017, enclosing the
above-referenced consumer complaint.CARS has contacted the customer and considers this matter resolved.If you have any further questions, please 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.To whom it may concern, My problem is as simple as this, the warranty contract is set up to basically make me cover the cost of repair so it's done in a timely mannerI did not know how complicated this would be when I bought the vehicleI called SEVERAL mechanics and none of them we're willing to work with the CARS warranty at all. The truck has been in the shop since 12/6/and is still not finished or close to itThe mechanic has to spend so much time contacting the warranty company and waiting on responses in between working on itWhich means the truck has to occupy a bay in the shop during the waiting time, costing the shop downtimeThe mechanic has put in so many hours for free that he is hesitant about continuing the repair. I did not receive a full contract of how CARS process worksI received a paper showing everything that was covered, and that was itI am making payments on a vehicle that I am unable to drive, expeced to cover the cost of a rental ($per week through my insurance company) and I feel that as a customer of your business this is just absolutely unacceptableRegardless of how legal the CARS contract is, it is COMPLETELY unethical. Thank you, *** ***
Regards,
*** ***

There has only been one claim done on the car and that was in July of The other two claims should not beI was only taking my vehicle in to be serviced and because that warranty is on file maybe they reached out, but no claims were made on my end whatsoever. I did ask my daughter to take care of all of this because I recently just loss my wife so IF they would have any understanding of that they would have understood when my daughter called as well as wrote them and informed them of thisI was sitting with my daughter when she called in asking for the warranty to be canceled and the rep gave us such a hard time that my daughter in whom I gave permission to talk with the rep by verifying all information with the customer rep we were discussing the matter withasked for a supervisor wheich happened to be named TiffanyWe left her a message and there was no call backFinally my daughter went to the website to contact us and sent a frustrated complaint in and finally Tiffany called and they spoke back in August and Tiffany was SUPPOSED to send cancellation information and that never happenedMy daughter has continued writing and there has been no response and because of the rude custoemr service before she did not want to call again, but had no choice and so this is how we got to AlleyWell what do you know she's the rep from the first time and SHE WAS FIRED up about the emails, complaints and etc and my daughter referenced that Tiffany was supposed to follow up and hadn't and she went to bat for the woman and my daughter STOOD firm that no one had done their part.I guess after me threathening to contact the Revdex.com Tiffany calls and Alley sends the necessary documents by email FINALLY! This refund should be retroactive to July if they feel they should not have to pay anythingWe also made contact with the dealership where I bought the car outright and still to this day no one has RESPONDED!In my opinion does not matter who they were dealing with on my behalf; the customer service received was unacceptable and rude! The refund was not purchased when it should have been eitherGo back and listen to the calls an dthis will sum up the complaintI just want my refundIf they need anything please call my daughter and try and work this outI am dealing with a lot from loosing my wife after years (yes same spouse since I was years old) so there's a lot going on in my world!Be blessed!
Regards,
* * ***

January 25, 2018VIA: Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220 RE: HONDA PILOT
TOURING VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: I am in receipt of your letter dated January 18, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle. I would like to respond as follows: Our records indicate that on March 9, 2017, the customer purchased the above-referenced vehicle. 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 Value Plus Service Contract on March 13, 2017. (See attached Service Contract). On August 3, at 10:a.m., CARS reviewed the customer’s Service Contract coverage and effective date with her. On August 10, at 10:a.m., CARS advised the customer that struts and bushings are non-covered components under her Service Contract. On September 29, at 11:a.m., CARS advised the customer that the wheel speed sensor is a covered component under her Service Contract. On October 3, at 1:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing ABS wheel speed sensor issues. CARS then reviewed our claim procedures with the repair facility. The repair facility then advised CARS that the customer’s vehicle was not at the repair facility On October 4, at 1:p.m., CARS reviewed the customer’s Service Contract coverage and our claim procedures with her. CARS further advised that the customer’s vehicle must be at the repair facility in order for a claim to be opened. On October 10, at 2:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing left front wheel speed sensor issues. CARS then went over our claim procedures with the repair facility. On October 10, at 3:p.m., CARS advised the repair facility that the total cost of the part (wheel speed sensor) was $and labor (hours) was $were less than the $deductible; therefore, we were unable to assist with the repair of the customer’s vehicleHowever, CARS did offer to ship the wheel speed sensor needed for the repair of the customer’s vehicle. The repair facility advised CARS that if the customer wanted to have the wheel speed sensor shipped to the repair facility, the repair facility would contact CARS. On October 10, at 3:p.m., CARS reviewed the customer’s Service Contract coverage with her and advised that we could ship the wheel speed sensor to the repair facility at no cost to herThe customer advised that she would like to speak to the cancellations department. On October 10, at 4:p.m., the customer advised CARS that she wanted to cancel her Service Contract. CARS advised the customer that since twenty (20) days from the approval date of her Service Contract had passed, she was not eligible for a refund of her Service Contract. 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 the Service ContractThe customer’s Service Contract states under Terms and Conditions at (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.” The customer is responsible for a $deductible for each claim authorized by CARSHere, as stated above, CARS could assist with the replacement of the wheel speed sensor in the amount of $and labor in the amount of $The total value of the customer’s claim was $67.63; however, the wheel speed sensor claim was also subject to a $deductible. We explained to the repair facility that the total value of the authorized claim was less than the deductible; therefore, we were unable to assist with the repair of the customer’s vehicleHere, CARS advised both the customer and the repair facility that we could ship the wheel speed sensor at no cost to the customer; however, CARS did not hear back from the repair facility or the customer advising us to ship the supplied part The customer’s Service Contract states under Terms and Conditions at Paragraph 3(f): “SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs.” When CARS selected the above-mentioned new aftermarket replacement part we used the cost of the part to either be shipped to the repair facility and to calculate the total amount of the claimHere, CARS was able to find a new aftermarket wheel speed sensor from a supplier for the repair of the customer’s vehicle in the amount of $32.63. The customer’s Service Contract is to be utilized to assist with the repair of her vehicle and does 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 her financial responsibility for the tear-down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates and labor time and deductible. In her consumer complaint the customer states that she would like a refund of her Service ContractThe customer’s Service Contract states 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, twenty (20) days have passed since the customer’s Service Contract was approved; therefore, the customer is not eligible for a refund The customer’s vehicle has Service Contract coverage through March 13, 2019. 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*** General Counsel JPM/jmm

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
I did not request a cancellation form from CARS Protection. It was mailed to me with a post it note saying it must be completedin order to process my refund. I had hoped the company wanted no more bad publicity and was going to refund my contract.I would not have cancelled this policy without a refund. I would have continued to file a complaint for any repairs that werecovered that they refused to cover. Now they have $1,(a year contract) all for nothing!! I was tricked into mailingthe cancellation form and again would not have done so without a refund.Your help in this matter would be greatly appreciated. Their business practices give warranty programs a very bad name
Regards,
*** ***

September 26, 2016VIA: EMAIL THROUGH Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***MITSUBISHI ECLIPSE VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated, September 23,
2016, enclosing the above- referenced consumer complaintI would like to respond in the following manner: On July 20, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/4,Miles)The customer's Service Contract was accepted and approved by CARS on July 21, (the attached Service Contract).On September 23, at 9:a.m., a repair facility advised CARS that the customer's vehicle was experiencing transmission/clutch issuesCARS then went over our claim procedures.On September 23, at 9:a.m., the repair facility advised CARS the customer’s vehicle was driven to the repair facility on September 22, The repair facility advised CARS that the customer’s vehicle was experiencing issues shifting into first gear and the clutch was slipping.On September 23, at 1:p.m., in a recorded telephone call the customer advised CARS that during the test drive his vehicle experienced issues shifting into gearThe customer advised that he thought the shifting issue was a fluke; however, the shifting issue started again.On September 23, at 2:p.m., CARS advised the repair facility that since the shifting issue was present during the test drive which was prior to vehicle purchase and prior to CARS' acceptance of the customer's Service Contract on lulv 21, CARS could not offer any assistance with the repairs to his vehicle.On September 23, at 2:p.m., CARS advised the customer that since the shifting issue was present during the test drive which was prior to CARS' acceptance of his Service Contract on lulv 21, 2016, CARS could not offer any assistance with the repairs to his vehicle.On September 23, at 4:p.m., CARS' customer service manager reviewed the claim again with the customerThe customer service supervisor further advised that pursuant to the customer’s Service Contract, component failures occurring before CARS Protection Plus, Inc("CARS") approves this Service Contract application are not coveredCARS' customer service manager further advised the customer that the clutch and related components were not covered under his Service Contract.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 September 23, 2016, that his vehicle experienced shifting issues during the test drive of his vehicle which was prior to CARS acceptance of his Service Contract on lulv 2106.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 September 23, transmission/clutch claim because the transmission/clutch issues were present prior to CARS' acceptance with payment of the customer’s Service Contract.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 lulv 2016.The customer has coverage on his vehicle through October 21, or when the odometer on his vehicle registers 94,miles, whichever occurs firstIf his vehicle incurs further mechanical issues, 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 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 P*** General CounselJPM/jmmAttachment

November 15, 2017VIA: EMAIL/WEBSITE *** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220 RE: COMPLAINT NO: ***CHRYSLER
PACIFICA VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated November 13, 2017, and respond as follows: According to our records, the customer purchased the above-referenced vehicle on October 13, 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 on October 16, 2017. (See attached “Service Contract”) On October 17, at 10:a.m., the customer advised CARS that her vehicle was experiencing shuttering and grabbing issuesThe customer advised that the torque converter may have needed to be replacedThe customer further advised that the issues with her vehicle began on Saturday (October 14, 2017)CARS then went over our claim procedures with the customer. On October 27, at 9:a.m., CARS reviewed the customer’s Service Contract coverage with her On November 13, at 9:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issuesCARS then went over our claim procedures with the repair facility. For all incoming calls, CARS notifies callers that phone calls may be recordedOn November 13, at 10:a.m., CARS management reviewed the recorded telephone call between the customer and our customer service representative on October 17, 2017. During this telephone call, the customer advised CARS that the issues with her vehicle began on October 14, 2017, which was prior to Service Contract acceptance on October 16, 2017; therefore, pursuant to the customer’s Service Contract, CARS was unable to assist with the repair of the customer’s vehicle. On November 13, at 10:a.m., CARS advised the repair facility that we could not assist with the November 13, transmission claim made on behalf of the customer’s vehicle because the transmission issues were present on October 14, which was prior to Service Contract acceptance on October 16, 2017. On November 13, at 11:a.m., a claims manager reviewed the claim with the customer and advised that we were unable to assist since the failure occurred on October 14, 2017, which was prior to Service Contract acceptance on October 16, 2017. The customer then requested that she wanted to speak to the claims manager’s supervisor. The customer was then transferred to CARS’ claim director. On November 13, at 11:a.m., the claims director reviewed the claim with the customer. The claims director advised the customer that we were unable to assist with the repair of her vehicle since the failure to her vehicle occurred prior to her Service Contract acceptance. On November 13, at 1:p.m., the customer requested the name of the receptionist that she spoke to on October 17, 2017. Our claims director advised the customer that we have several receptionists and she did not know who she spoke to on October 17, The customer than asked for the names of anyone who could have answered the telephone at CARS. Our claims director declined to provide her with the names of CARS’ receptionists; however, she did provide the customer with the name of the customer representative who spoke to herCARS will email the customer the name and contact numbers for the General Counsel and the President. By the customer’s signature on her Service Contract application, she acknowledged that she 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 October 17, 2017, in a recorded call, the customer advised CARS that her vehicle began to experience transmission issues on October 14, 2017, which was prior to Service Contract acceptance on October 16, Based on the information provided by the customer, her vehicle began to experience issues prior to CARS acceptance of her Service Contract on October 16, 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 her Service Contract with payment on October 16, 2017, CARS would have rejected and sent back the customer’s Service Contract application with payment to the selling dealership. 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 her Service Contract on October 16, 2017. In addition, CARS relies that customers’ vehicles are in good working condition when a Service Contract application is submitted for coverage through CARS. Furthermore, CARS service contracts are to be utilized for mechanical failures that occur during the coverage term and are not for mechanical failures that occur or are present prior to Service Contract acceptance by CARS. For 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 January 16, Should she customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her 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 CounselJPM/jmm

February 24, 2016COMPLAINT ID #*** BMW VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** am in receipt of your letter dated February 22, enclosing the above-referenced consumer complaint and respond as follows: As stated in our previous letter on December 10, 2015, CARS mailed check no*** in the amount of $*** to the customer's lienholderOur bank confirmed that this check has cleared the bankOn January 21, 2016, CARS was advised by the selling dealer that he and the customer had agreed that the selling dealer would issue a refund in the amount of $***On February 22, at 2:p.m., CARS spoke to the selling dealer and the refund check had not yet been issued to the lienholderHowever, CARS was assured by the owner of the selling dealership that the check would be issued immediately to the customer's lienholder.On January 22, 2016, CARS issued check no*** in the amount of $*** to ensure that the customer's Service Contract was properly refunded pursuant to Texas statuteAs of yesterday February 23, 2016, our check no, *** had not yet been cashed by the lienholderAs per the customer’s request via the Revdex.com, CARS placed a stop payment on check no***.On February 24, 2016, CARS mailed check no*** in the amount of $*** to the customer's lienholder with the attached letterCARS would like to advise the customer that in CARS’ experience with previous refunds, it has taken up to six (6) weeks for the lienholder to process our refund checks.If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason ** ***General Counsel JPM/jmm