Fox Concrete

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
As stated in the initial complaint, C.A.R.Sdoes NOT have the right to supply salvaged partsC.A.R.Spaid $2,for the salvaged engineSee attached invoiceIf you add $2,the amount they paid for the engine along with hours of labor $726 and $for fluids, it totals $2,Which is more than what C.A.R.Sis offering to pay for the repairs ($2,636)The offer does NOT equal their actual documented costsC.A.R.Sresponse repetitively copied the terms and conditions of the contract instead of addressing the actual complaint detailsAs previously stated in initial complaint the definition of salvage is different from the definition of used
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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
I reject the decision made by the company because of what the car dealership service saidMy husband went back to *** *** Automart I have included attachments of what they gave my husband
Regards,
*** ***

RE: COMPLAINT ID #***CADILLAC CTS VIN (Last 8): *** OUR FILE NO.: C-***
*** *** ***I am in receipt of your letter dated December 28, enclosing the customer's consumer complaint.Upon receiving the customer's consumer complaint, CARS attempted to reach the customer directly
and yesterday, January 14, 2016, the customer returned our telephone callThe customer was agreeable to CARS offer of resolution to her consumer complaint.CARS now considers this matter resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason P***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
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,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not 100% satisfactory to me however is an acceptable compromise.
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
I reviewed that response from CARS, however, in the response, it states that yes they contacted me and explained to me that AUDI was charging $/hr for labor and they pd $60/hr, and suggested that I take my car somewhere else, in the response it states that I was given a decision to either take the allowance that they would give me or approve the repairs, CARS states they told the repair faculty to explain to me and get back to them with my decision, Well the repair shop NEVER explained that it me, my question is, Why didn't my warranty company call me and explain to me what my options were, just as you did when my car was at the audi shopMy main reason for filing this complaint is that CARS in violation the Consumer Protection Law by making me pay for tear down and diagnostics for this warrantyAlso, I called and spoke with my adjuster ( Tanner) he stated that I my transmission was rebuilt, The repair shop says it was replacedThey also give a complete different issue as to what was actually wrong with my transmission, My point is that had the warranty company called and let me know what my options were, I could have saved myself a lot of money by possibly going to a place that would work with the money given to me from the warranty company
Regards,
*** ***

July 7,2016VIA: Submitted to Revdex.com website*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***NISSAN ALTIMA VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated July 5, 2016, enclosing the
above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above- referenced vehicle on April 19, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles] and the same was approved by CARS on April 20, (See Attached Service Contract).On June 28, at 1:p.m., the customer advised CARS that the front passenger window was not workingCARS then advised the customer that window motor/switches are listed as covered components under his Service ContractCARS then reviewed the customer's Service Contract coverage and our claim procedures with him.On June 29, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing right front window switch issuesCARS then reviewed our claim procedures with the repair facility.On June 29, at 3:p.m., the repair facility advised CARS that the right front window was inoperable due to the failure of the window switchCARS then reviewed our claim procedures with the repair facility.On June 29, at 3:p.m., the repair facility advised CARS that the cost of their replacement for the right front window switch would be $CARS advised the repair facility that ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract paid $per hour for labor; therefore, total labor was $CARS advised that the claim was also subject to a $deductibleCARS then explained that the total value of the claim was less than the deductible; therefore, CARS was unable to offer any assistance with the right front switch claim pursuant to the Terms and Conditions of the customer's Service Contract,On June 29, at 4:p.m., the customer telephoned CARS to inquire about the window switch claimCARS then reviewed the claim with him in detail.On July 1, at 11:a.m., the repair facility advised CARS that they had made an error and the left main window switch had failed not the right main window switchWe went over the amount we could authorize for the claim as follows: We could supply the left main windowswitch for $ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $71.82, and we could supply the parts as stated above; however, since the labor costs were less than the deductible, we were unable to assist with the cost of labor, or pay $towards the repair of the customer’s choiceThe repair facility advised that they would telephone us with the customer’s decision.On July 1, at 1:p.m., the customer advised CARS that he was unhappy with the claim allowance and that CARS quoted pricing for aftermarket partsCARS reviewed the customer's Service Contract with him regarding parts and labor.On July 1, at 1:p.m., the repair facility advised that the customer would like CARS to supply the left main window switchCARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, the customer’s vehicle must stay at the repair facility until the repair was completedThe repair facility advised that they would call us back.On July 1, at 2:p.m., the customer called CARS to question if his vehicle had to stay at the repair facility until the repair was completedCARS advised that the customer’s vehicle would have to stay at the repair facility until the repair was complete and we were unable to assist with rental costsThe customer then began to yell using profanities until the telephone call was ended by CARS.On July 5, at 9:a.m., CARS telephoned the repair facility to get the status of the customer’s claimThe repair facility advised that the customer removed his vehicle from the repair facility.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 ContractIt is stated in the Service Contract at Paragraph (Q: "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 part we use the cost of the part to 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 the customer had the option of taking the cash allowance of $towards the repair of his choice or having CARS supply the main window switchThe repair facility advised us that the customer would like the supplied part shipped to the repair facility. The customer's Service Contract states at (k): "PROVISIONS OF THE SERVICE CONTRACT: CARS will arrange for payment of the authorized repair, less related charges not covered by the Service Contract, less a $deductible per claim”Here, all claims opened on behalf of the customer’s vehicles will have the $deductible will be applied.The customer's Service Contract states under the Terms and Conditions at Paragraph (a): "SERVICE CONTRACT CLAIM PROCEDURES: The vehicle must remain at the repair facility until repairs are complete.” Here during the processing of the June 29, mechanical claim opened on behalf of the customer's vehicle, CARS was willing to assist with the repair of the customer’s vehicle, however, the customer removed his vehicle from the repair facility.For all the reasons stated above, CARS is not able to offer any assistance with the June 29, mechanical claim opened on behalf of the customer's vehicle.If the customer would like to utilize his Service Contract towards the repair of the main window switch, a new claim must be opened on behalf of his vehicleCARS will process the claim in the same manner as the June 29, claim opened on behalf of the customer’s vehicle.CARS service contracts are to be utilized to assist with the repair of customers’ vehicles and do not provide "all inclusive” coverageTherefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.The customer has Service Contract coverage through October 20, 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.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

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Received letter today in the mail that was sent to *** Auto & copy of the checkHave not heard from them on this matter as of yetThank you for handling this situation so promptly.
Regards,
*** ***

RE: COMPLAINT ID #***FORD EXPEDITION VIN (Last 8): *** OUR FILE NO.: C-***Dear Ms***:I am in receipt of your letter dated December 10, enclosing the customer’s consumer complaint regarding the difficulties the customer and the repair facility experienced while attempting to
reach CARS via telephone on December 10, to open a claim on behalf of the customer’s vehicle.After receiving your letter, CARS contacted the repair facility and processed the claim made on behalf of the customer's vehicleIn a goodwill gesture, CARS waived the $deductible that the customer was responsible to pay pursuant to the Terms and Conditions of his Service Contract.On December 10, CARS experienced technical difficulties with our telephone systemThese technical difficulties affected other businesses in our nearby area as wellThese difficulties were beyond our control and we apologize for any inconvenience to the customer and to the repair facility.After the claim was processed CARS went over the claim with the customer and the waiving of the deductible towards the repair of his vehicle.CARS considers this matter now resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason ** ***General Counsel

June 13, VIA: Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT I.D*** CADILLAC SRX
VIN: BS OUR FILE NO.: *** Dear Ms***: CARS’ is in receipt of your letter dated June 9, 2018, enclosing the above-referenced complaint and responds as follows: According to CARS’ records, the customer purchased the above-referenced vehicle on October 25, 2017. On that same date, she also applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on November 7, 2017. First Claim: On February 6, at 2:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing window regulator issuesCARS then went over CARS’ claim procedures with the repair facility On February 6, at 3:p.m., after reviewing the estimate provided to CARS by the repair facility, CARS went over the amount CARS could authorize for the claim with the repair facility as follows: CARS could supply the window regulator for $Pursuant to the Service Contract, CARS could assist with hours of diagnostic/tear-down labor time in the amount of $50.00. ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays up to $per hour for labor. Therefore, total labor was $The claim was also subject to a $deductible. CARS explained to the repair facility that the total value of the authorized claim after the deductible was applied was $158.03. 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 she could take the cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship CARS; supplied part, CARS would be able to assist with fluids, diagnostic time and labor in the amount of $40.00. The repair facility advised that that they would get back to CARS with the customer’s decision On February 9, at 11:a.m., the repair facility advised CARS that the customer removed the vehicle from the repair facility without the repairs being performed on her vehicle. The claim was then closed Second Claim: On May 30, at 11:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing rear differential/clutch pump issuesCARS then went over CARS’ claim procedures with the repair facility On May 30, at 11:a.m., the repair facility advised CARS that the differential clutch pump had failed. CARS advised the repair facility that CARS would review the mechanical claim and get back to them On May 31, at 2:p.m., CARS advised the repair facility that the differential clutch pump was a non-covered component under the customer’s Service Contract On June 8, 2018, the customer gave CARS permission to speak to another person on her behalf. In three (3) telephone calls with that person, CARS advised that the differential clutch pump is a not listed for Service Contract coverage. CARS advised that the differential clutch pump is located on the outside of the differential housing and bolts externally to the differential housing On June 8, at 11:a.m., the customer advised CARS that she would like to have a refund of the Service ContractCARS advised the customer that pursuant to the Terms and Conditions of the Service Contract she was not eligible for a refund since twenty (20) days had passed from CARS’ acceptance of her Service Contract By the customer’s signature on her Ultimate Plus Service Contract, the customer acknowledged that she read, understood and agreed to the Terms and Conditions of her Service Contract. It is stated in the Service Contract under: “COVERED COMPONENTS: DRIVE AXLE ASSEMBLY Lubricated parts contained within the front and rear drive axle housing; pinion bearings; wheel bearings; side carrier bearings; ring and pinion; side gears; spider gears and case; drive shaft; universal joints; constant velocity joints; and 4xhubsFront or rear drive axle housing only if damaged by a lubricated part contained within the drive axle housing.” Here, the repair facility advised CARS that the differential clutch pump had failed. The differential clutch pump is external to the differential housing and is not an internally lubricated part of the differential; therefore, this repair is not covered under the customer’s Ultimate Value Service Contract or any other Service Contract offered by CARS. In addition, it is stated in the Service Contract: “Covered Components: “COMPONENTS NOT LISTED ARE NOT COVERED, REGARDLESS OF FAILURE.” and under Term and Conditions at Paragraph 1(a): “Components and Expenses Not Covered: Components not listed regardless of failure.” The differential clutch pump is not listed for coverage on the customer’s Service Contract. The customer’s Service Contract further states at (c): “CANCELLATIONS PROVISIONS: 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 made.” Here, the customer’s Service Contract was approved by CARS on November 7, 2017. Since twenty (20) days have passed from the effective date of the customer’s Service Contract, the customer is not eligible for a refund of her Service Contract Please see attached copy of the customer’s Service Contract with all the above-referenced Covered Components and Terms and Conditions highlighted For the reasons stated above, CARS stands by its decision and is unable to offer any assistance with the May 30, mechanical claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of her Service Contract The customer’s vehicle has Service Contract coverage through November 7, If a claim is opened, CARS will process the claim to determine if the failed component is covered under the 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 fully investigates the circumstances surrounding the claim. CARS honors every contract sold and stands behind CARS’ products 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office. Sincerely, Jason ** M*** General Counsel JPM/cll Attachment

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 belowIf parts aren't covered if it has surface rust or corrosion, then nothing on any vehicle that is driven will be covered because that happensAlso it says in the document that CARS pays up to $and hour on the mechanics laborThat also was not covered. It is also correct that I cancelled the coverage because who wants to pay for something they can't use or rely on for the coverageI've spoke to a couple different warranty carriers, and they said that they haven't heard of such things as to what CARS offerTherefore I will go with a different carrierAt a consumers point of view, this coverage is useless
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
Regards,
*** ***

June 29, VIA: Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: FORD EXPLORER VIN
(Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: CARS is in receipt of your letter dated June 27, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle. CARS is working directly with the customer to resolve the concerns she expressed in her consumer complaint Ms***, when a claim is presented, CARS fully investigates the circumstances surrounding the claim. CARS honors every contract sold and stands behind CARS products 100%. If you have any further questions, please contact my office Sincerely, Jason ** M*** General Counsel JPM/jmm

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

RE: COMPLAINT ID #*** FORD EVIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated September 16, 2015, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On
November 1, 2013, 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 18, (the attached "Service Contract”)On September 14, at 3:p.m., the customer advised CARS that he was experiencing transmission issues with his vehicleCARS then reviewed our claims procedures and his Service Contract coverage with the customerOn September 14, at 3:p.m., CARS again reviewed the customer's Service Contract coverage with himOn September 14, at 4:p.m., CARS received a telephone call from the repair facility advising us that the customer's vehicle was experiencing transmission issuesCARS then went over our claim procedures with the repair facilityOn September 14, at 4:p.m., the repair facility advised CARS that there was no fourth gear in the customer's vehicleThe repair facility advised that there were no other concernsCARS advised the repair facility to obtain the customer’s authorization to tear-down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of his Service ContractCARS further advised the repair facility that any repairs done without prior authorization would be denied by CARSCARS advised the repair facility to get back to CARS with their findingsOn September 16, the repair facility advised CARS in writing on their estimate for the repair of the customer's vehicle that the support snap ring failed causing damage to the rev drumOn September 16, at 10:a.m., we went over the amount CARS could authorize for the repair of the customer's vehicle as follows: We could supply the transmission for $CARS was able to assist with the fluids needed for the repair of the customer’s vehicle 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 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 $1,116.00, and we could supply the parts as stated above and pay $towards labor or pay $1,towards the repair of the customer's choiceWe also went over the shipping details with the repair facilityWe advised the repair facility to telephone CARS with the customer’s decisionOn September 16, at 11:a.m., the repair facility advised CARS that the customer chose to have CARS ship the transmission to the repair facilityCARS then advised that we would telephone the repair facility with an authorization number and estimated time of arrivalOn September 16, at 11:a.m., the claim adjustor advised the customer that pursuant to the Terms and Conditions of his Service Contract, he was not eligible for rental benefitsOn September 16, at 11:a.m., a claims manager reviewed the customer’s rental benefits with him pursuant to the Terms and Conditions of his Service ContractOn September 16, at 3:p.m., CARS provided an authorization number to the repair facility to begin the repairs to the customer's vehicleCARS further advised the repair facility that the estimated arrival date of the transmission was September 24, or September 25, By the customer's signature on his Value Plus Service Contract, the customer acknowledged that he read, understood, and agreed to the Terms and Conditions of his Service ContractThe 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 replacement parts 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 statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are tested and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed componentThe rental benefits of the customer's Service Contract state: "RENTAL BENEFITS The Service Contract Holder will be reimbursed $for each eight hours of Mitchell OnDemand labor guide time to repair or replace the covered component with a maximum benefit of $per claim, if proof of rental is providedDown time, regardless of reason, is not included.” Here, the September 14, transmission claim opened on behalf of the customer's vehicle was authorized for hours of labor to replace the transmission based on Mitchell OnDemand labor guide; therefore, the customer is not entitled to rental benefits under his Service ContractThe customer's Service Contract states at (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.” As you can see from the above paragraphs, CARS processed the transmission claim made on behalf of the customer's vehicle within two (2) business days and the shipping details were provided to the repair facilities that the customer could make a choice regarding his options for assistance from CARS It states on the Service Contract under Labor: "The authorized time for a repair shall be based on the Mitchell OnDemand 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.” We would like to point out here that when the September 14, claim was called in by the repair facility chosen by the customer to repair his vehicle, the repair facility advised CARS that the repair facility's labor rate was $dollars per hourMitchell’s OnDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays $per hour for laborCARS authorized the claim pursuant to the Terms and Conditions of the service contract and the customer is responsible for the differenceCARS 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 deductibleFor all of the reasons stated in the above paragraphs, CARS stands behind our decision regarding the September 14, transmission claim made on behalf of the customer's vehicle and is unable to offer any further assistance with the claimThe customer has Service Contract coverage through November 18, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of his Value Plus Service 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

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,
*** ***

RE: COMPLAINT ID #*** BMW VIN (Last 8): *** OUR FILE NO.: C-*** Dear Ms***: I am in receipt of your letter dated January 15, enclosing the above-referenced consumer complaint and respond as follows: On December 10,
2015, CARS mailed check noin the amount of $to the customer's lienholder with the attached letterWe also sent a letter (attached) to the selling dealer advising him of the amount and his responsibility to issue a check for of his portion of the refund to the lienholderOn 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 January 22, 2016, CARS issued check no*** in the amount of $*** to ensure that the customer's Service Contract was properly refunded pursuant to *** statuteCARS 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 provisionsCARS is directed by state statute in Texas to issue a prorated refund to the customer for the cancellation of his Service ContractTherefore, pursuant to his Service Contract the customer is entitled to a prorated refundWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact meSincerely,Jason P***General Counsel

April 19, 2016VIA: Submitted to Revdex.com websiteRE: COMPLAINT ID #1***PREVIOUS COMPLAINT ID #*** VOLKSWAGON TOUAREG VIN (Last 8): *** OUR FILE NO.: ***Dear Ms, ***I am in receipt of your letter dated April 19, 2016, enclosing the above-referenced consumer complaintThis instant
complaint was filed by the actual consumer; however, please note that the same issues contained in this consumer complaint are the same issues contained in Complaint ID #***, which was originally filed by an individual who was not the customerBoth complaints are in regard to the Service Contract coverage for the above-referenced vehicle,CARS promptly responded to that consumer complaint on April 8, A copy of which is attached for your reviewHowever, I again respond as follows:Since the inception of the customer's Service Contract only one (1) claim was opened by a repair facility, then authorized and paid by CARS on behalf of the customer's vehicle as follows:On October 28, at 3:p.m., a repair facility contacted CARS advising that the customer’s vehicle was experiencing fuel pump issuesDuring that initial telephone call, CARS went over the claim procedures in detail with the repair facility.After it was determined that the failed component was covered, CARS authorized the fuel pump repair in the total amount of $pursuant to the terms and conditions of the customer's service contractAfter the repair facility provided CARS with its final repair invoice, CARS paid the repair facility on November 24, via checkThe claim was then closedSee attached final invoice.On April 6, at 11:a.m., the customer’s boyfriend telephoned CARS and advised that he had repairs performed on the vehicle two (2) weeks priorDuring that call we advised the customer's boyfriend that we would be unable to assist with that repair, because the proper claim procedures were not followedThe customer's Service Contract states under the Terms and Conditions at 3(e) and 3(g): “SERVICE CONTRACT CLAIM PROCEDURE: The repair facility must provide C.A.R.Swith an estimate before any repairs are begun." and "If it is determined that a covered component has failed and an estimate for the repairs is approved by C.A.R.S,, an authorization number will be issued for the repair” and "...No invoices or receipts will be processed without a valid authorization number.” By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first time.Here, however, because no initial claim was called in by any repair facility on behalf of the customer's vehicle, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performed.As you can see from the above paragraphs, there was a previous claim opened, authorized and paid on behalf of the customer's vehicle; therefore, the customer was aware of the proper claim proceduresTo reiterate, CARS was never contacted regarding the customer's recent mechanical issues and CARS was never given the opportunity to review the repairs made to the customer's vehicle repair to determine if the failed component was covered pursuant the customer's Service Contract or to determine the amount we would be able to assist with the repair of the customer's vehicle.Please also be advised that our claims manager contacted the previous repair facility to ascertain as to whether or not the repair facility was currently in business and capable of performing the repairs on the customer's vehicleThe repair facility advised our claims manager that they were currently in business and capable of performing repairs on vehiclesTherefore, the customer had the opportunity to take her vehicle to this repair facility to have a claim properly opened pursuant to the terms and conditions of the customer's service contractFor these reasons, CARS has fulfilled all of its obligations under the Terms and Conditions of the customer's Service Contract; therefore, we are unable to assist with the claim due to failure to follow proper claim procedures which must be followed by ail CARS’ customers.The customer has Service Contract coverage on her vehicle through May 30, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her 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.At this time ! would also like to address the customer's request for a refundBy the customers' signature on her Service Contract, she acknowledged that she read, understood, and agreed to the Terms and Conditions of their Service ContractIt states under Terms and Conditions at Paragraph 4(a): "CANCELLATION PROVISIONS: There is no credit for early termination except if the vehicle is declared a total loss by the carrier insuring the vehicle or if the vehicle is repossessed by the lien holder as stated.”Also, 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, CARS is not directed by any state statute in *** to provide the customer with any refund of her Service Contract.Therefore, for all the reasons stated above, the customer is not eligible for any refund.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%Should you have any further questions regarding this matter, please do not hesitate to contact my officeIf not, CARS is requesting that you mark both complaints responded to and properly answered by CARS.Sincerely,Jason ** *** General CounselJPM/cll

July 8, 2016VIA: Submitted to Revdex.com website*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***CHEVY VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated July 5, 2016, enclosing the
above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above- referenced vehicle on February 26, On that same date the customer also applied for a CARS Value Limited Service Contract (Months/55,Miles] and the same was approved by CARS on March 16, (See Attached Service Contract)On June 30, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing steer box, head gaskets and knock sensor issuesCARS then reviewed our claim procedures with the repair facility.During the processing of the claim, on July 1, at 11:a.m., the repair facility advised CARS that the customer's vehicle was altered/modified with oversized tiresThe repair facility further advised that the steering box, knock sensor and head gaskets had failed.On July 1, at 11:a.m., the customer advised CARS that he purchased his vehicle with oversized tires.On July 1, at 1:p.m., CARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was unable to assist with the repair of the customer's vehicle because the customer’s vehicle was altered/modified with oversized tiresCARS further that pursuant to the Terms and Conditions of the customer's Service Contract the customer's Service Contract was now cancelled and CARS would issue a prorated refund with a signed release from the customer.On July 1, 2016, CARS mailed the attached letter and Service Contract Coverage Cancellation & Release to the customer advising that his Service Contract was now void and upon CARS’ receipt of the executed Service Contract Coverage Cancellation & Release, a refund would be sent to his lienholder or the selling dealer.By the customer's signature on his Value Limited Service Contract, he acknowledged that he 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 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." Here, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer’s vehicle was equipped with oversized tiresOn July 1, 2016, the customer advised CARS in a recorded telephone call that the oversized tires were on the vehicle when he purchased it.The customer’s service contract also states at Paragraph 2(g): "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall void the service contract." However, since the customer’s vehicle was already altered/modified when the customer purchased it, CARS will refund a prorated amount of the monies that CARS received from the selling dealership for the cost of the customer's Service Contract.Here, we assumed that the customer’s vehicle met our eligibility requirements when the vehicle was approved by CARS on March 16, It was not until the processing of the June 30, claim that CARS became aware of the alterations/modifications to the customer’s vehicleThe alterations/modifications of the customer's vehicle are not according to the manufacturer's specifications.CARS relies on the information provided to us by the dealer, repair facilities and customers since we cannot inspect every vehicle that has a service contract with usHere, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer's vehicle was altered/modified with oversized tiresOnce notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediatelyThe customer's Service Contract is now cancelled; therefore, the customer no longer has service 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 you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely, Jason ** ***General Counsel