Fox Concrete

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

PROTECTION PLUS Dear Ms***I am in receipt of your letter dated March 20, 2017, enclosing the above-referenced consumer complaint and respond as follows:CARS has contacted the customer and advised that in a goodwill gesture, CARS will issue the customer's lienholder a prorated refund of the
amount that CARS received for the customer's Service ContractCARS will also advise the selling dealer of the prorated portion that they are responsible to pay the customer's lienholderCARS is waiting on the customer to provide the lienholder's information so that we may process our portion of the refund.CARS 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 my office

January 10, 2017*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***MERCEDES GLVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated January 3, 2017, enclosing the above-referenced
consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on May 7, On that same date the customer also applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles] and the same was received with payment and approved by CARS on May 9, (See attached Service Contract).On December 30, at 10:a.m., the repair facility advised CARS that the customer's vehicle was sitting low due to the failure of the rear air bagsThe repair facility advised that there were no other issues with the customer's vehicleCARS then went over our claim procedures with the repair facility.On December 30, at 10:a.m., CARS went over the amount we could assist with the repair of the customer's vehicle as follows: CARS could supply the two (2) rear air bags for $eachProDemand 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 repair facility that the total value of the authorized claim 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 parts, CARS would be able to assist with the labor in the amount of $The repair facility advised CARS that they would get back to CARS with the customer's decision.On December 30, at 11:a.m., the customer advised CARS that the repair facility (a Mercedes dealership) advised him that CARS pricing of the rear air bags was for aftermarket parts and the repair facility would not warranty themThe customer advised that the repair facility told him that aftermarket parts are not up to OE specificationsCARS advised the customer that the parts we quoted do meet or exceed OE specifications and that CARS put a warranty on the parts not the repair facilityThe customer then advised CARS that he would like OE parts on his vehicleCARS advised that if the customer was not comfortable with our supplied parts, he could take our cash allowance towards the repair of his vehicleCARS reviewed that pursuant to the customer's Service Contract, CARS had the right to supply reman parts and the aftermarket parts we were willing to provide were new aftermarket air bagsCARS further advised that the repair facility was a Mercedes dealer and they price OE parts; however, CARS supplies aftermarket air bagsThe customer was then transferred to our cancellation department.On December 30, 2016, the customer advised a representative in CARS' cancellation department that he did not want aftermarket parts on his vehicleCARS again reviewed the Terms and Conditions of the customer's Service Contract with himCARS advised the customer that pursuant to the Terms and Conditions of his Service Contract that he would not be eligible for any refund of his Service Contract.By the customer's signature on his Ultimate Plus Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe customer's Service Contract states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used, rebuilt, oraftermarket components when authorizing repairs." When CARS selected the above- mentioned replacement part, we used the cost of the part to be calculated towards the total amount of the claimThese parts could either be shipped to the repair facility or included in the amount of the claim allowance as stated aboveAny supplied parts we provide are to be tested by our suppliers and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new or OE part when replacing a failed componentHere, pursuant to the customer's Service Contract, CARS is willing to provide new aftermarket air bags.CARS would like to add clarity regarding the use of aftermarket partsAftermarket parts are replacement parts built or remanufactured to replace original equipment manufacturer ("OEM") parts as they become worn or damagedAccording to Consumer Automotive Research, these parts are manufactured to fit and perform as well as, and some cases better than the original that came in your vehicleAftermarket companies analyze why specific OEM parts tend to fail and then improve on the original design or materialsCar makers are very interested in keeping the price of their cars competitive and may opt for less expensive materials in some partsThis is why some aftermarket parts may outperform the original.CARS service contracts are to be utilized to assist with the repair and do not provide "all inclusive" coverageThe customer's Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what is specifically covered and his financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and times, difference in part prices, non-covered components, maintenance items and deductible. At this time, the December 30, rear air bag claim that made on behalf of the customer's vehicle was neither approved nor denied by CARSIf the customer would like to use CARS supplied aftermarket air bags or take the cash allowance of $371.98, please have the repair facility contact CARS.The customer's vehicle has Service Contract coverage through May 9, If the customer's vehicle incurs future mechanical issues during the coverage term, CARS will process the claim to determine if the failed component is covered under his Service ContractIf the failed component is covered, CARS will process, 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.Jason ** *** General CounselJPM/jmmAttachment

When I first spoke with the company I told them we noticed the problems a day or after I purchased the car but I was wrong my husband called the company and clarified that he did not drive the vehicle until March 5th thats when he noticed the problemsCars protection representativ told him to email the new information and I did telling them that I had the dates wrong and they said they would re review the case based on thst infor.ation and they never didThey closed the case without even taking into consideration that I had the dates wrongThe issues did not arise until March 5th and then we immediately took the vehicle in the next day March 6th to aamco.

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

From: *** *** ***Date: Thu, Jun 16, at 3:PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***.To: Revdex.com ***
This is Mrs*** regarding to my Chrysler truckThey are charging me $to release my truck without my consent to look at the truck without calling me telling me what is going on and my insurance told this man named Chris to look at it and Chris did it now he wants me to pay $in order for me to release my truckI do not have $they should've called me, I want them to pay for my truck and to get it fixedChris said water got into my motor they want me to pay to break the motor in car protection, his name is Jim. From: *** ***Date: Fri, Jun 17, at 11:AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***To: Revdex.com

RE: COMPLAINT ID #*** *** *** VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** I am in receipt of the customer letter dated August 20, 2015, enclosing the above- referenced consumer complaint and respond as follows: According to our records, the
customer purchased the above-referenced vehicle on April 20, On that same date the customer applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was received by CARS and approved with payment on April 25, (See attached Service Contract)On July 7, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing engine issuesWe then went over claim procedures with the repair facilityOn July 7, at 1:p.m., the customer advised CARS that the customer's vehicle made a quick hesitation and then a noise while driving with cruise control on at seventy (70) miles per hourThe customer further advised that the customer then saw blue smoke from the rear of the customer’s vehicle and when the customer pulled over the customer observed oil dripping on the right side of the customer’s vehicleThe customer advised CARS that the customer would have the customer's repair facility fax maintenance records for the customer's vehicle to CARSOn July 7, at 1:p.m., the repair facility advised CARS that there was a broken rod in the engine and a hole in the blockThe repair facility advised CARS that there were no modifications to the customer’s vehicleCARS then went over our claim procedures with the repair facilityCARS advised the repair facility to obtain the customer’s authorization to pull the spark plug on the cylinder that failed to check for coolant or water getting into the cylinderOn July 8, at 9:a.m., CARS requested that the repair facility obtain the customer's authorization to tear down the customer's vehicle to the point of component failureWe further advised that the customer were responsible for all costs related to the tear down/diagnostics to the customer's vehicle per the Terms and Conditions of the customer’s Service ContractWe again reviewed our claim procedures with the repair facilityEight days later, on July 16, at 9:a.m., the repair facility advised CARS that the cause of failure to the customer's vehicle was that the head gasket was breached between cylinders and which caused the engine to hydro lockThe repair facility advised that they would send photographs to CARSOn July 16, at 10:a.m., after review of the photographs sent by the repair facility, CARS determined that an independent inspection of the customer's vehicle was necessary to verify the cause of failure and extent of damage to the customer's vehicleThe independent inspection occurred the very next day on July 17, The independent inspector found the customer’s vehicle to have oversize wheels and oversize tiresAfter management review of the independent inspection, CARS determined that the customer's Service Contract was now cancelled and 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 ContractOn July 20, at 10:a.m., CARS advised the repair facility that the customer's Service Contract was cancelled and 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 CARSOn July 23, at 1:p.m., in a recorded telephone call with CARS the customer advised that the wheels were changed for aesthetics not performanceOn July 28, 2015, CARS sent the attached letter to the customer advising him of CARS' decision and the cancellation of his Service Contract coverage regarding his July 7, engine claimBy the customer’s signature on the customer’s Ultimate Value 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(f) and 2(d): "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall also void the service contract." and "We reserve the right to reject or cancel any application or Service Contract for cause as determined by CARS." On July 7, 2015, the repair facility advised CARS that there were no modifications to the customer's vehicle; however, in a recorded telephone call on July 13, the customer advised CARS that the wheels on the customer's vehicle were changed for aestheticsIn addition, the independent inspector found the wheels/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 wheel/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 Garrett had advised CARS of the oversize wheels and oversize tires on the customer’s vehicle, CARS would have cancelled the customer’s Service Contract immediately and not moved forward with the engine claim made on behalf of the customer’s vehicleIt 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." As stated in the Terms and Conditions of the service contract, the customer is not entitled to a refund of the customer's Service ContractCARS relies on the information provided to us by the repair facilities, independent inspections and customers since we cannot inspect every vehicle that has a service contract with usOnce notified of a modified/altered vehicle, CARS has the right to cancel the service immediatelyThe customer’s Service Contract is void due to the alterations/modifications; therefore, the customer no longer has service coverage under any of CARS service contractsWhen 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. Sincerely, Jason * *** General Counsel

September 9, VIA: SUBMITTED TO Revdex.com WEBSITE *** *** RE: COMPLAINT ID #*** MERCEDES GLVIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated September 1, 2015, enclosing the
above-referenced consumer complaintI would like to respond in the following manner: On February 18, 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 February 19, (the attached "Service Contract”)First Claim: On November 18, at 10:a.m., CARS received a telephone call from the repair facility advising us that the customer’s vehicle was experiencing left air spring issuesCARS then went over our claim procedures with the repair facilityDuring the processing of the claim, we went over the amount CARS could authorize for the repair of the customer's vehicle as follows: We could supply the left rear air spring 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 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 $and we could supply the part as stated above; however, we would not be able to assist with the labor charges since the cost of labor was lower than the $deductible or CARS could pay $towards the repair of the customer’s choiceOn November 18, at 10:a.m., the repair facility advised us to ship the supplied part for the repair of the customer’s vehicleWe then gave the repair facility an authorization number to begin the repairs to the customer's vehicleOn that same day, November 11, 2013, CARS advised the repair facility that the estimated arrival time for the supplied was November 19, Pursuant to the Terms and Conditions of the Service Contract, on November 26, 2013, CARS paid our supplier a total of $via credit cardThe claim was then closedSecond Claim: On December 2, at 11:a.m., we received a telephone call from the repair facility advising us that the customer's vehicle was experiencing left rear air bag issuesWe then went over our claim procedures with the repair facilityOn December 2, at 12:p.m., the repair facility advised that a plastic clip where the air line connects was slipping out of the left side of the air bagCARS advised that we would call our supplier to ship a replacement part to the repair facilityOn December 2, at 3:p.m., our supplier advised CARS that they felt that the air bag was improperly installed; however, they would ship a new air bag to the repair facilityOn that same day, December 2, 2013, CARS gave the repair facility an authorization number to the repair facility for hours to reinstall the air bag in the amount of $CARS advised the repair facility that the air bag should arrive by December 3, Pursuant to the Terms and Conditions of the Service Contract, on December 18, 2013, CARS paid the repair facility a total of $via credit cardThe claim was then closedThird Claim: On January 15, at 4:p.m., CARS received a telephone call from the repair facility advising us that the customer's vehicle was experiencing level control compressor and rear right air spring issuesWe then went over our claim procedures with the repair facilityOn January 15, at 5:p.m., the repair facility advised CARS that rear right air bag was leaking air and burnt the compressorThe repair facility further advised CARS to supply the air springCARS advised the repair facility that we would go over the amount CARS could assist with them on January 16, The repair facility then advised CARS that they would like us to ship the supplied air springOn January 16, at 9:a.m., we advised the repair facility that since they instructed CARS to supply the air spring to them, CARS was unable to assist with the labor costs for the repair because the labor cost was less than the deductibleOn that same day, January 16, 2014, at 11:a.m., CARS advised the repair facility that the estimated arrival date of the supplied part was January 21, Fourth Claim: On May 28, at 3:p.m., we received a telephone call from the repair facility advising us that the customer’s vehicle was experiencing transmission conductor plate issuesWe then went over our claim procedures with the repair facilityOn May 28, at 4:p.m., CARS left a voice message for the repair facility to telephone usOn May 29, at 9:a.m., the repair facility advised CARS that the transmission conductor plate had failedCARS advised the repair facility that the transmission conductor plate is a non-covered component under the customer’s Service ContractThe transmission conductor plate is not an internally lubricated part of the transmissionThe repair facility advised that they would tell the customerFifth Claim: On July 30, at 9:a.m., we received a telephone call from the repair facility advising us that the customer's vehicle was experiencing air conditioner and serpentine belt issuesWe then went over our claim procedures with the repair facilityOn July 30, at 10:a.m., the repair facility advised CARS that the air conditioner compressor had failedThe repair facility further advised that the air conditioner needed routine serviceWe then went over our claim proceduresOn July 30, at 10:a.m., CARS went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the compressor 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 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 $389.99, and we could supply the part as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe customer chose to take the cash allowance to use toward the repair of her choicePursuant to the Terms and Conditions of the Service Contract, on August 12, CARS paid the repair facility a total of $via credit cardThe claim was then closedBy the customer's signature on her Value Plus Service Contract, the customer acknowledged that she read, understood, and agreed to the terms and conditions of the her 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 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 vehicleCARS went over the options of having the parts shipped to the repair facility or giving a cash allowance towards the customer’s choice of repair with the repair facility on every claim that CARS offered assistance pursuant to the Terms and Conditions of the Service ContractHere, the air springs that were supplied to the repair facility during the November 18, 2013, December 2, and January 15, claims were new aftermarket air springs (see attached)The 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, none of the claims opened on behalf of the customer’s vehicle, were authorized for eight hours of labor to repair or replace a covered component based on Mitchell OnDemand labor guide; therefore, the customer was not entitled to rental benefits under her 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 claims made on behalf of the customer's vehicle within one (1) to (2) business days and estimated shipping times were provided to the customer so that she could make a choice regarding her options for assistance from CARSIt is also stated in the Service Contract and at Paragraph (a): “COVERED COMPONENTS: "COVERAGE LIMITED TO ABOVE COMPONENTS." and "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure.” The transmission conductor plate and the valve body are two (2) separate components and can be repaired/replaced independently of each otherAs stated above, the transmission conductor plate is not an internally lubricated part of the transmissionThe transmission conductor plate is not listed under the covered components pursuant to the Terms and Conditions of your Service ContractIt 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 July 30, claim was called in by the repair facility chosen by the customer to repair her 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 her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductibleAfter review of the claims opened on behalf of the customer’s vehicle, it came to CARS attention that the customer is correct in that CARS should have assisted with the Freon replacement during the processing of the July 30, mechanical claimPursuant to the Terms and Conditions of the customer's Service Contract, CARS has attached a copy of the check, we have sent to the customer for the assistance towards the Freon and fluid replacement in the amount of $For all of the reasons stated in the above paragraphs, CARS stands behind our decisions regarding the claims made on behalf of the customer's vehicle and is unable to offer any further assistance with the claims made on behalf of the customer's vehicleThe customer's vehicle has service coverage through February 19, 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 the customer's 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

There was a considerable mark up from the car lot that I bought the warranty throughI paid $and received a check from the car protection warranty for $I believe I should also receive the remaining balance from *** ***, their mark up for the warrantyThe contract Car Protection has that states the price of $is a forged document with my name
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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. In the business's response they state that they rejected the claim because of a potential pre-existing condition and also state that had they known if there was a pre-existing condition they would have not accepted the contract and would have returned the moneyIn their contract it also states they would refund payment if the contract is canceled within daysSince the payment was received on Aug 21st and it is within days and they clearly state they would not have accepted the contract with a pre-existing condition and they denied a claim for a pre-existing condition then it is within my right for a full refund of all money paid
Regards,
*** ***

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

Attached please find CARS' response

October 2, 2015VIA: SUBMITTED TO Revdex.com WEBSITE RE: COMPLAINT ID #*** CHEVROLET IMPALA VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated September 28, 2015, enclosing the above-referenced
complaintOur records reflect that the person filing this Complaint is not the owner of the service contractIf you have any questions, please do not hesitate to contact me. Sincerely, Jason *M***General Counsel

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I understand what you are saying and I am not saying that one or the other is right or wrongi was not there for any of your conversations with the auto repair place my issue is I still have to come up with all the money you guys DO NOT pay which I have to save that up which is not that simply when you make $a hour and it could be up to $dollars I could have to pay for myself, thats why I ask for a check for $dollars before my warranty expires because no matter what I still have to come up with the amount you guys WILL NOT PAY FOR and thats going to take some time to save up that money and I not want loose what my warranty pays for that why I ask for a check now before it expires Thank You *** ***

In regards to letter I received in mail today the reason for I reject the complaint or response because I was told numerous of times they have a system where they can see date and times of calls being made from me and mechanic...we waiting for a response or to see what needto be done next still no response in result to all that I was trying get car up and running myself which I miss car note payment and the vehicle was repossess that cost me plus an additional for fees etc till this day I'm still making payments and a car that's not running great to the point I catch rides and busesI just want this this company to own up to it and as I stated before I want a full refund for this warrantyAnd refund be sent to me

December 7, 2016VIA: EMAIL/WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***DODGE AVENGER VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated December 5, 2016, enclosing the
above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on November 14, On that same date the customer also applied for a CARS Value Limited Service Contract (Months/4,Miles] and the same was received with payment and approved by CARS on November 21, (See attached Service Contract].On November 30, at 2:p.m., CARS received a telephone call from a repair facility stating that the customer's vehicle was experiencing mechanical issues, specifically for the catalytic convertor, intake manifold & runner and seatOn that same date, at 3:p.m., the repair facility advised that the check engine light (“CEL"] and the air bag light were onDuring that telephone call, CARS went over the claim procedures with the repair facility and also advised the repair facility to obtain the customer's permission to tear-down the vehicle to the point of component failure and to contact CARS with the cause of failure and estimate prior to having any repairs performed.On November 30, at 4:p.m., the repair facility contacted CARS to advise that he could feel that the flaps were stuck and not moving on the intake manifoldDuring that telephone call CARS advised the repair facility to obtain permission from the customer to further tear-down the intake manifold and advise CARS of the findings.On November 30, at 4:p.m., in a recorded call, the repair facility advised CARS that they removed the intake manifold and that the flappers were seized from carbon buildup and metal shavingsCARS advised the repair facility that the claim would be reviewed and we would advise the repair facility of CARS' decision.On November 30, at 4:p.m., in a recorded call, the repair facility also advised CARS that the small metal flakes were not a cause of failure for the flaps sticking on the intake manifold, just carbon buildupAfter review of the claim and the recorded calls, CARS contacted the repair facility on November 30, at 4:p.m., and advised in a recorded call that CARS would not be able to assist with the claim due to the carbon build up, which is not a covered component pursuant to the Terms and Conditions of the customer's Service ContractDuring that telephone call, the repair facility requested to speak with a claims manager.On November 30, at 4:p.m., a CARS claims manager returned the repair facility's voicemailDuring that recorded call, the repair facility inquired as to why the claim would not be covered by CARSCARS claims manager advised the repair facility that carbon is not a failed covered component under the customer's Service Contract; therefore, CARS would not be able to assist with the repair.Thereafter on December 1, at 3:p.m., another CARS claims manager returned a telephone call to the customer's motherIn that recorded telephone call, CARS explained to the customer's mother that at no time did CARS provide the repair facility with any authorized amount or an authorization number for the repair of the vehicleCARS also explained to the customer's mother that the failure was not caused by dirtCARS additionally explained to the customer's mother that the failure was caused by carbon buildup, which is not a covered component under the Terms and Conditions of the customer's Service ContractWe further explained to the customer's mother that the carbon buildup was caused by a lack of maintenance, which could affect the catalytic convertor and also affect any required emission testing/inspection.By the customer's signature on his Value Limited Service Contract, it states under Covered Components: "Coverage limited to above components.” Also, under the Terms and Conditions at Paragraph 1(a) & (o) it states: "Components and Expenses Not Covered: Components not listed regardless of failure" and "Damage resulting from failure to maintain Your vehicle according to Your manufacturer's maintenance requirementsHere, the repair facility chosen by the customer to repair his vehicle advised CARS that the failure to the intake manifold was caused by carbon buildupAs stated above, carbon is not a listed component and is not available for coverage under the customer's Service ContractAdditionally, carbon buildup is a result of the failure to maintain the vehicleFurthermore, at no time during the processing of the claim did CARS provide the repair facility with an authorization number or any money allowance for the repair of the customer's vehicle.Therefore, for all the reasons stated above, CARS stands by its original decision as is not able to offer any assistance with the customer's mechanical claim of November 30, 2016.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 CounselJPM/cllAttachment

June 17, 2017VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# ***CHEVY EQUINOX LSVIN (Last 8): ***OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated July 14, 2017, enclosing the
above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on April 14, On that same date the customer also applied for a CARS Independent Service Contract (Month to Month Coverage)In addition, the customer provided a credit card number, V code and expiration date and executed the service contract application.Pursuant to the RECURRING PAYMENT TERMS and ACCEPTANCE TO TERMS of the customer's Independence Service Contract and Payment Authorization Form, CARS debited the credit card on April 26, with the credit card information supplied by the customerThe customer's Independence Service Contract was approved by CARS on April 26, 2017, once CARS received confirmation that the payment was successful.Pursuant to the Terms and Conditions of the customer's Service Contract, CARS charged the customer's credit card within seven days of the billing date for May and June 2017.On July 13, at 9:a.ma repair facility advised CARS that the customer's vehicle was experiencing valve cover, upper and lower intake gaskets, fuel tank pressure sensor, thermostat seal and water pump issuesCARS then reviewed our claims procedures with the repair facility.On July 13, at 10:a.mCARS advised the repair facility that pursuant to the customer's Service Contract, CARS was only able to assist with the repair of the water pumpCARS advised the repair facility that we could not assist with the thermostat and hoses since the thermostat had not failed and the replacement was just a recommendation by the repair facilityCARS further advised that the sensors, valve cover and upper and lower intake gaskets were not covered under the customer’s Service Contract.On July 13, at 11:a.mCARS went over the amount that we could assist with the repair of the customer's vehicle with the repair facility as follows: CARS advised the repair facility that we could supply the water pump for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleCARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the water pump as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would not be able to assist with the labor due to the $deductibleThe repair facility advised that would get to us with the customer's decision.On July 13, at 1:p.m., CARS went over the amount we could assist with the repair of the vehicle with the customerCARS reviewed that the thermostat was a recommended by the repair facility but it had not failed; therefore, we were unable to offer any assistance with the thermostatCARS then went over the covered components with the customerThe customer then requested to speak with our cancellation department.On July 13, at 1:p.m., the customer advised CARS that she would like to cancel her Service Contract coverageCARS emailed a Service Contract Cancellation Form to the customerThe customer returned the executed Service Contract Cancellation Form to CARS and her Service Contract was cancelled effective July 26, 2017, which would be the customer's next billing date for her Independence Service Contract (Month to Month Coverage].By her signature, the customer acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe customer's Service Contract states Service Contract states: “COVERED COMPONENTS: "COVERAGE LIMITED TO ABOVE COMPONENTS." And under Term and Conditions at Paragraph 1(a): “COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failureHere, valve cover gasket, upper and lower intake gaskets, fuel tank pressure sensor are not listed for coverage under the customer's Service ContractTherefore, it is the customer's responsibility to repair/replace the valve cover gasket, upper and lower intake gasket and fuel tank pressure sensor.The Service Contract states at Paragraph (i): "PROVISIONS OF THE SERVICE CONTRACT: Coverage is limited to the repair or replacement of any covered component found to be defective beyond manufacturer's specifications, including failures resulting from wear and tear."Here, the replacement of the thermostat was recommended by the repair facility; however, it was not found to be defective beyond manufacturers' specificationsThe thermostat did not fail; therefore, pursuant to the customer's Service Contract, CARS was unable to assist with the repair/replacement of the thermostat.The customer's Service Contract states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned 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 claim as previously statedHere, CARS is able to supply was able to supply a water pump for the repair of the customer's vehicle for $or assist with the repair in the amount of $12.29, 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 mechanical claim made on behalf of the customer's vehicle, the repair facility chosen by the customer to repair her vehicle advised CARS that the labor rate for the repair of the customer's vehicle was $per hourProDemand labor guide allows hours for the replacement of the water pump; therefore, the total value of the labor portion of the thermostat claim was $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 her vehicle.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide “all inclusive" coverageTherefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, non-covered components, the difference in labor rates and deductible.The customer has Service Contract coverage through July 26, 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 *M***General Counsel

December 13, 2016VIA: EMAIL THROUGH Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***SCION TC VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated December 7, 2016, enclosing
the above-referenced consumer complaintI would like to respond in the following manner: On September 30, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a Power Train Service Contract (Months/7,Mile) and the same was accepted with payment by CARS on September 30, (the attached "Service Contract").On October 31, at 10:a.m., the customer advised CARS that her vehicle shut down while driving and would not startCARS then reviewed our claim procedures and her Service Contract coverage.On November 8, at 3:p.m., a repair facility advised CARS that the customer's vehicle was experiencing engine, radiator, water pump and upper and lower radiator hose issuesWe then went over our claim procedures with the repair facility.On November 8, at 4:p.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on November 4, The repair facility advised CARS that the customer's vehicle started to lose power, sputter and white smoke was coming from the rear of the vehicleThe repair facility advised that the vehicle then made a clucking noise and then would not startThe repair facility then advised that both radiator hoses blew off and the serpentine belt was covered in oilThe repair facility further advised that the customer continued to drive the vehicle and melted all the plastic that was attached to the engine.On November 9, at 10:a.m., in a recorded telephone call, the repair facility advised CARS that the radiator in the customer's vehicle was newThe repair facility advised CARS that the technician believed that when the radiator was replaced the coolant system was not properly bleed and pressure built causing the hoses to blow off the radiator which subsequently caused the engine to overheatThe repair facility further advised that the customer stated that there was no indication that the vehicle was driven in an overheated condition.On November 9, at 4:p.m., CARS advised the repair facility that CARS was unable to assist with the repair of the customer's vehicle because the issues to the customer's vehicle were caused by the radiator, radiator hoses and/or an improper previous repairThe radiator and radiator hoses are non-covered components under the customer's Service ContractThe customer's Service Contract does not cover any failures or damage caused by an improper previous repair.On November 17, at 9:a.m., a claims manager advised the customer that CARS was unable to assist with the repair of the customer's vehicle because the issues to the customer's vehicle were caused by the radiator, radiator hoses and/or an improper previous repairThe radiator and radiator hoses are non-covered components under the customer's Service ContractThe customer's Service Contract does not cover any failures or damage caused by an improper previous repairThe customer advised that she would like a refund of her Service Contract.On November 17, at 10:a.m., CARS advised the customer that she was not eligible for a refund under her Service Contract.By the customer's signature on her Power Train Service Contract, the customer acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe customer's Service Contract states at Paragraph (i): "COMPONENTS AND EXPENSES NOT COVERED: Damage resulting from any previous improper repair." Based on the findings of the repair facility provided to CARS during the recorded telephone calls on November 8, 2016, CARS determined that the failures to the customer's vehicle were caused by the failure of the radiator, radiator hoses and/or an improper previous repair due to the air not being bled during the replacement of the cooling system.It is stated in the service contract under terms and conditions at Paragraph (f): "COMPONENTS AND EXPENSES NOT COVERED: Damage/failure to a covered component caused by failure of a NON-covered component." Here, the repair facility chosen by the customer to repair her vehicle found that the failures of non-covered components (i.eradiator, radiator hoses) caused the engine to overheat causing the failure of a covered component (i.eengine).It is stated in the Service Contract under Terms and Conditions at Paragraph (a) and (b): "CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested." and "After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated." Additionally, under Virginia the customer is not eligible for a refund of her Service Contract.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverageTherefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductibleAccordingly, CARS has fulfilled all of its obligations under the Terms and Conditions of the customer’s Service Contract; therefore, we stand behind our decision and are unable to assist with the November 8, mechanical claim for the reasons stated above.The customer has Service Contract coverage on her vehicle through March 30, Should the customer's vehicle incur future mechanical problems, 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 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.Jason ** *** General CounselJPM/jmmAttachment

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,
*** ***