Fox Concrete

October 26, 2017VIA:? Revdex.com WEBSITE [redacted] Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA? 15220? RE: ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? COMPLAINT ID# [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? AUDI A4? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? Dear Ms [redacted] :? I am in receipt of your letter dated October 20, 2017, stating the customer’s concerns and respond as follows:? According to our records, the customer purchased the above-referenced vehicle on March 24, 2016, and on that same date the customer applied for a CARS Value Plus Service Contract (Months/Unlimited Miles).? The customer’s Service Contract was approved with payment on March 28, (See attached “Service Contract”).? ? On August 11, at 11:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issues.? We then went over our claim procedures with the repair facility.? On August 11, at 11:a.m., CARS attempted to telephone the repair facility twice and during each attempted call the phone rang over twenty (20) times with no answer.? On August 11, at 2:p.m., CARS telephoned the repair facility and was advised that the customer’s vehicle was towed to the repair facility due to the engine locking.? CARS reviewed our claim procedures with the repair facility.? CARS then advised the repair facility to obtain the customer’s permission to tear-down her vehicle to the point of failure to verify the cause of failure and extent of damage to her vehicle.? CARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.? ? On August 14, at 10:a.m., CARS returned a telephone call from the customer.? CARS reviewed our claim procedures and rental benefits with the customer.? CARS further advised the customer that we were waiting on the repair facility to provide us with the cause of failure and extent of damage to her vehicle so that we could move forward with the August 11, engine claim.? On September 13, 2017, CARS closed the August 11, engine claim made on behalf of the customer’s vehicle since there had been no communication for thirty (30) days between the repair facility and CARS.? On September 27, at 11:a.m., CARS advised the customer that we were waiting on the repair facility to provide us with the cause of failure and extent of damage to her vehicle so that we could move forward with August 11, engine claim.? Our claims adjuster then provided his contact information to the customer.? On October 9, at 5:p.m., CARS again advised the customer that we were waiting on the repair facility to provide us with the cause of failure and extent of damage to her vehicle so that we could move forward with the August 11, engine claim.? On October 10, at 11:a.m., CARS left a message for our contact at the repair facility to telephone us regarding the customer’s engine claim.? On October 10, at 2:p.m., the customer advised CARS that the repair facility told her that they have left three (3) messages for our claims adjuster to telephone the repair facility and the telephone calls have not been returned.? Our claims adjuster advised the customer that he left a message with the repair facility for our contact there to telephone us; however, he still had not heard back from the repair facility.? Our claims adjuster then transferred the customer to a claims manager.? On October 10, at 2:p.m., CARS attempted to telephone the repair facility twice and during each attempted call the phone rang over twenty (20) times with no answer.? On October 10, at 3:p.m., the repair facility advised a CARS’ claim manager that our contact regarding the August 11, engine claim made on behalf of the customer’s vehicle, was not at the repair facility at that timeCARS requested that our contact telephone us.? On October 10, at 3:p.m., a claims manager apologized to the customer for how she was spoken to by our claims adjuster during a telephone call that same day.? The claims manager further advised that he had left a message for our contact at the repair facility to telephone him regarding moving forward with August 11, engine claimThe customer provided an alternative number for our contact at the repair facility.? On October 10, at 3:p.m., our claims manager telephoned the alternative telephone number for our contact at the repair facility; however, the mailbox was full.? On October 12, at 1:p.m., CARS again attempted to telephone our contact at the repair facility; however, there was no answer.? On October 16, at 4:p.m., our claims director returned a telephone call from the customer and left a voice message with his contact information? On October 26, at 1:p.m., our claims director attempted to telephone the repair facility; however, there was no answer.? ? On October 26, at 2:p.m., our claims director left a message for our contact at the repair facility to telephone CARS; however, he was unavailable.? ? On October 26, at 3:p.m., our claims director telephoned our contact at the repair facility using the alternative telephone number provided by the customer.? Our repair facility contact advised CARS that the guides had caused the failure of the timing chain and there were bent valves; however, he could not provide us with the number of bent valves.? Our contact person advised that the head was 90% off and it would need to be sent to a machine shop.? Our claims director requested that an estimate be sent to his attention.? Our contact advised that he would send an estimate to CARS on October 27, 2017.? ? By the customer’s signature on her Value Plus Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states at Paragraph (c) and (e): “PROVISIONS OF THE SERVICE CONTRACT: “SERVICE CONTRACT CLAIM PROCEDURES:? A proper diagnosis shall include tear-down to the point of component failure, performed by the repair facility, to determine the cause of failure and the extent of damageYou are responsible for these charges.” and “The repair facility MUST provide CARS with an estimate for the covered repair to obtain and Authorization number BEFORE any repairs have begun.”? We include teardown to the point of component failure in our diagnostics for CARS to determine if the failed component was covered.? This increases the probability that the vehicle will be repaired properly the first time.? We are not requiring unnecessary teardown and diagnosis; we are only trying to determine the cause of failure.? Here, the repair facility has never provided CARS with the cause of failure and extent of damage to the customer’s vehicle or an estimate for the repair of the customer’s vehicle.? CARS would like to point out here that we have only been able to speak to our contact at the repair facility directly two (2) times (August 11, and October 26, 2017)CARS is unable to move forward with the August 11, engine claim made on behalf of the customer’s vehicle, without the cause of failure, extent of damage and an estimate.? When CARS receives the estimate from the repair facility, we will promptly process the claim to determine if the failed component is covered under her Service Contract.? If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service Contract.? CARS would like to apologize to the customer for our claim adjuster’s comments to her during an October 10, telephone call.? CARS strongly believes that all of our customers should be treated with respect at all timesThis matter is being addressed by CARS’ management and we deeply regret that this incident occurred.? ? ? The customer has Service Contract coverage on her vehicle through March 28, 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 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 me.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason **? M [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel? JPM/jmmAttachments?

RE: COMPLAINT ID # [redacted] DODGE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated May 29, 2015, enclosing the above-referenced consumer complaint and respond as follows: On October 24, 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 15, (the attached "Service Contract”)On January 6, 2014, at 10:a.m., the repair facility telephoned CARS advising that the customer's vehicle was experiencing tensioner pulley, air conditioning, starter and oil gauge issuesWe then went over our claim proceduresThe repair facility further advised that there were inch rims on the customer's vehicleOn January 7, 2014, at 10:a.m., the repair facility advised CARS that the rims on the customer's vehicle were actually inch rimsOn January 7, 2014, at 11:a.m., the customer advised CARS that the rims on her vehicle were inch rims and that she installed the rimsOn January 7, at 11:a.m., CARS advised the customer that her Service Contract had been cancelled and the January 6, mechanical claim made on behalf of her vehicle was denied because the rims on her vehicle were modified from the manufacturer’s specificationsCARS further advised that pursuant to the Terms and Conditions of her Service Contract, she was not eligible for a refund from CARSOn January 7, at 11:a.m., CARS advised the repair facility that the customer's claim was denied due to oversized rims on the vehicle and her Service Contract was cancelledCARS then closed the claimOn January 8, at 1:a.m., CARS' office manager reviewed the Terms and Conditions of the customer's Service Contract with the customerOur office manager explained that CARS denied the mechanical claim and cancelled her Service Contract due to oversized rims on the vehicleOn January 8, at 1:a.m., a customer service representative advised the customer that pursuant to the Terms and Conditions of the Service Contract, CARS does not provide refunds for service contracts when the service contract is cancelled for alterations/modifications of a vehicleThe customer's vehicle met our eligibility requirements when the vehicle was approved by CARS on November 15, It was not until the processing of the January 6, claim that CARS became aware of the alterations/modifications to the customer's vehicleThe alterations/modifications (i.erims) of the customer's vehicle are not according to the manufacturer's specificationsBy the customer's signature on her Service Contract, she acknowledged that she read, understood and agreed to the terms and conditions contained thereinIt is also stated under Terms and Conditions at Paragraph 1(d) and Paragraph 2(f) and 2(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." Also, "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall void the Service Contract." Additionally, "CARS reserves the right to reject or cancel any application or Service Contract for cause as determined by CARS." Finally, it states at Paragraph 5(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." Here, on January 7, 2104, the customer advised CARS that she installed inch rims on her vehicle; therefore she is not entitled to a refund of her Service ContractTo reiterate, it was not until the processing of the January 6, claim that CARS became aware of the alterations/modifications to the vehicleHere, on January 7, 2014, the customer advised CARS that she installed the larger rims on her vehicleThe alterations/modifications to the customer’s vehicle are not according to the manufacturer’s specifications and can affect the way the vehicle performs and also can cause undue mechanical problems with the vehicleCARS relies on the information provided to us by the dealers and/or repair facilities, since we cannot inspect every vehicle that has a service contract with usOnce notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediatelyThe customer’s Service Contract is void and the customer does not have service coverage under any of CARS' service contractsPursuant to the Terms and Conditions of the customer's Service Contract, the customer is not entitled to any refund from CARSWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact meSincerely, [redacted] General Counsel

[redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] JEEP GR CHEROKEE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated August 1, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On September 15, 2015, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Limited Service Contract (Months/30,Miles) and the same was accepted with payment by CARS on September 21, 2015.First Claim: On March 11, at 2:p.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 March 11, at 3:p.m., the repair facility advised CARS that they do not perform internal engine repairsCARS then advised that pursuant to the Terms and Conditions of the Service Contract, the customer must move her vehicleThe claim was then closed.Second Claim: On March 29, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing engine issuesCARS then reviewed our claim procedures.On March 29, at 1:p.m., the repair facility advised CARS that the customer's vehicle had codes for the catalytic converter and had used ten (10) quarts of oil in 3,milesCARS then reviewed our claim procedures.CARS then 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 Contract.On April 1, at 10:a.m., the repair facility advised CARS that they cleaned the PVC system and advised the customer to drive her vehicle to see if the issues were still presentCARS advised the repair facility to open a new claim if the customer returned her vehicleThe claim was then closed.Third Claim: On July 29, at 4:p.m., the repair facility advised CARS thecustomer's vehicle was experiencing engine issuesCARS reviewed our claim procedures with the repair facility.On July 29, at 4:p.m., the repair facility advised CARS that the engine is using three (3) quarts of oil in 6,milesThe repair facility further advised that the engine was smoking and the catalytic converter code was displayedCARS then reviewed our claim procedures.CARS then 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 Contract.At this time CARS is waiting for the repair facility to let us know the cause of failure and the extent of damage so that we may move forward with the engine claim made on behalf of the customer's vehicle.By the customer's signature on the Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states under Terms and Conditions 3(c): "SERVICE CONTRACT CLAIMPROCEDURES: A proper diagnosis shall include tear-down to the point of component failure, performed by the repair facility, to determine the cause of failure and the extent of damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle.” We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe are not requiring unnecessary tear-down and diagnosis; we are only trying to determine the cause of failure and extent of damage to the customer's vehicle.The Service Contract states under Terms and 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from CARS." The Service Contract further states at 3(e) and at 3(g): "SERVICE CONTRACT CLAIM PROCEDURE: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” and "If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repair..." By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, however, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair her vehicle never provided CARS with its findings or an estimate prior to the repair of the customer's vehicleHere, in the customer's Revdex.com complaint, she is requesting a refund for repairs; however, CARS’ claim procedures were not followed; therefore, CARS is unable to refund the customer for any repairs performed by the repair facility.Under the customer's Service Contract, we are not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform Mr [redacted] what components are specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, and taxes.CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with a proper diagnosis and extent of damage as stated in the above paragraphsCARS cannot move forward with the engine claim made on behalf of the customer’s vehicle until the repair facility provides us with the cause of failure to the engine and extent of damages to the customer’s vehicleAs it currently stands, the engine claim made on behalf of the customer's vehicle is neither approved nor denied by CARS.The customer has Service Contract coverage through September 21, 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 Limited Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Jason P [redacted] General CounselJPM/jmmAttachment

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

June 5, 2017VIA: Revdex.com WEBSITE [redacted] ***RE: COMPLAINT ID# [redacted] FORD MUSTANG GT VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated May 30, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on December 31, 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 January 5, (See attached "Service Contract")On May 30, at 1:p.m., the customer contacted CARS advising that the control arms and ball joints had been replaced in her vehicleThe customer advised that she had unsuccessfully attempted to contact CARS for a review of our claim procedures and was submitting a claim for the completed repairsThe customer then requested to speak to a supervisor.On May 30, at 1:p.m., the customer advised CARS customer service manager that she had both control arms and ball joints replaced at a repair facility over the Memorial Day weekendThe customer service manager reviewed our claim procedures with the customerThe customer service manager advised that we could not assist with the repair of the customer's vehicle since the proper claim procedures were not followedThe customer service manager then reviewed the Terms and Conditions of the customer's Service Contract with her.On May 31, 2017, CARS mailed a CARS’ Service Contract I.Dcard to the customer.By the customer's signature on her Ultimate Value Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the customer's Service Contract under the Terms and Conditions at Paragraph 3(b): "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST call CARS at ###-###-#### to open a claim BEFORE any repairs have begun."The Service Contract further states at 3(e] and at 3(g]: "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” and “If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repairThe authorization number is valid for days from the date issuedAfter days the authorization number and claim are voidNo invoice will be processed without a valid authorization number, Your signature, repair facility's warranty on the repairs (if applicable) and repair facility's identifying information."Here, the customer did not follow the claim procedures outlined in her Service Contract by having a claim opened prior to having her vehicle repairedTherefore, CARS was unable to provide the repair facility with an authorization number to begin the repairs because the customer did not follow the claim procedures outlined in her Service Contract.By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, CARS was not given the opportunity to determine if the repairs (control arms and ball joints) would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair her vehicle never provided CARS with its findings or an estimate prior to the repair of her vehicleHere, CARS' claim procedures were not followed; therefore, pursuant to the Terms and Conditions of the customer's Service Contract, CARS was unable to pay for any repairs performed by the repair facility.For all the reasons stated above, CARS was correct in advising the customer that we were unable to assist with the repair of her vehicle since the repair to her vehicle was done prior to having a claim opened on behalf of her vehicle and CARS providing an authorization number for the repair of her vehicle.However, in a goodwill gesture, if the customer provides CARS with an invoice for the repair of her vehicle, CARS is willing to assist with the repair of the customer's vehicle as follows: If the claim procedures outlined in the customer's Service Contract werefollowed, CARS could have supplied the ball joints 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 is $The claim would also be subject to a $deductible; however, CARS will waive the deductible for the customerTherefore, CARS can assist with repair of the customer's vehicle in the amount of $200.00.Regardless of when the claim would have been opened, CARS is unable to assist with the repair/replacement of the control arms because the control arms are not listed for coverage under the customer's Service Contract.If the customer is willing to accept our goodwill offer in the amount of $and provides us with the invoice for the repair of her vehicle, CARS will issue a check to the customer.The customer's Service Contract expires on January 5, Should the customer's vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under the service contractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of her Service Contract.When a claim is presented, CARS promptly investigates all circumstances surrounding the claimCARS 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.Sincerely,Jason ** M [redacted] General Counsel [redacted] Attachment

September 11, VIA:? Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? RE:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? COMPLAINT ID# [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? FORD F? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? Dear Ms [redacted] : ? ? ? ? ? ? ? ? ? ? ? ? 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 [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel JPM/jmm Attachment ? ? ? ? ?

February 4, 2016VIA: Revdex.com WEBSITERE: COMPLAINT ID # [redacted] AUDI AVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated February 1, enclosing the above-referenced consumer complaint and respond as follows: On September 18, 2014, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on September 19, (the attached "Service Contract”).On January 4, at 1:p.m., CARS received a telephone call from the customer's son advising that the customer’s vehicle was transmission issuesCARS reviewed transmission coverage and claim procedures pursuant to the customer's Service Contract.First Claim: On January 11, at 1:p.m., a repair facility contacted CARS advising that the customer’s vehicle was experiencing transmission issuesCARS then reviewed our claim procedures with the repair facility.On January 11, at 2:p.m., CARS contacted the repair facility to inquire if they performed internal transmission workThe repair facility advised that they only performed removal and replacement of transmissionsCARS then advised the repair facility that the customer would have to move her vehicle to another repair facility capable to perform tear-down to the point of component failure.On January 11, at 2:p.m., CARS advised the customer that the repair facility that her vehicle was at for the transmission issues with her vehicle does not perform internal transmission workCARS further advised that the repair facility's labor rate was $per hour and her Service Contract paid up to $per hourWe advised that she would have to move her vehicle to a repair facility that is capable of performing internal transmission workThe claim was then closed.Second Claim: On January 18, at 2:p.m., a repair facility contacted CARS advising that the customer's vehicle was experiencing transmission issuesCARS then reviewed our claim procedures with the repair facility.On January 18, at 3:p.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on January 15, The repair facility advised that there were no leaks and the fluid was full and varnishedThe repair facility further advised that check engine light was displayed along with seven (7) codes and none were transmission codesCARS advised the repair facility to obtain the customer’s authorization to tear-down her vehicle to the point of failure to verify the cause of failure and extent of damage to her vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.On January 19, at 3:p.m., the customer telephoned CARS to ask what was covered under her Service ContractCARS advised that her Service Contract covers internally lubricated parts within the transmission housingCARS advised that without teardown to the point of failure to verify the cause of failure and extent of damage, CARS would be unable to move forward with her transmission claim.On January 25, at 10:a.m., the repair facility advised CARS that the cause of failure was that the clutch drum broke causing metal in the fluid.On January 26, at 9:a.m., after CARS had the opportunity to check on the availability of parts, we then went over the amount we could authorize with the repair facility as follows: We could supply a transmission for $1,We could also authorize $towards fluid for the repairMitchell OnDemand labor guide stated that the repair should take hours to complete and the customer's Service Contract pays up to $per hourTherefore, total labor covered was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $1,503.00, and we could supply the parts as stated above and pay $towards labor and $towards fluids for the repair or pay $1,towards the repair of the customer's choiceWe then asked the repair facility to get back us with the customer's decision.On January 26, at 10:a.m., the repair facility advised CARS that the customer chose to take the cash allowance to use towards the repair of her choiceCARS provided the repair facility with an authorization number to begin repairs to the customer's vehicle.On February 2, at 2:p.m., the customer telephoned CARS to question the amount she paid for the repair of her vehicleCARS advised that we were informed by the repair facility she would take the cash allowance to use towards the repair of choiceWe advised that she had the option of having CARS supply a transmission to the repair facility for her vehicleThe customer advised that the repair facility never gave her that optionCARS advised that she would have to speak to her repair facility about not presenting her with that option.CARS will pay the repair facility in the amount of $1,via credit card upon receipt of a proper invoice.By the customer's signature on the Service Contract, she acknowledged that she has read, understood, and agreed to the Terms and Conditions of her Service ContractIt states under Terms and Conditions at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURES CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs.” When CARS selected the above-mentioned replacement part we use the cost of the part to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the 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 component.The customer's Service Contract states at Paragraph (c) "SERVICE CONTRACT CLAIM PROCEDURES: A proper diagnosis shall include tear-down to the point of componentfailure, performed by the repair facility, to determine the cause of failure and the extent of damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle.” We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component was coveredThis increases the probability that the vehicle will be repaired properly the first timeWe were not requiring unnecessary teardown and diagnosis; we were only trying to determine the cause of failureCARS is not responsible for any tear-down time.The Service Contract states under Labor: "The authorized time for a repair will 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." During the claim intake calls on January 18, the repair facility advised CARS that the cost of labor was $per hourUpon receipt of a properly submitted invoice to CARS from the repair facility, CARS will pay for hours of labor at $per hour for the January 18, transmission claimAs stated above, the time allowed for repairs is based on Mitchell’s OnDemand Labor GuideThe customer is responsible for any amount of time over the allowed amountCARS is not responsible for any tear-down time.The customer's Service Contract states: "RENTAL BENEFITS The Service ContractHolder 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 provided with an authorized claimDown time, regardless ofreason, is not included." Here, as stated above the time to repair/replace the covered components was hoursTherefore, CARS will pay the customer $toward the rental costs incurred during the repair of her vehicle.It is also states at Paragraph (s): "COMPONENTS AND EXPENSES NOT COVERED: Taxes and repair facility charges." Here, pursuant to the customer's Service Contract, she is responsible for any taxes incurred with the repair of her vehicle.? 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 the customer's financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.CARS has fulfilled all of its obligations under the customer's Service ContractThe customer has Service Contract coverage on her vehicle through September 19, Should her vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under the Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the terms and conditions of her 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

January 9, 2017VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] DODGE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated January 3, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On February 29, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract [Months/Unlimited Miles) and the same was accepted with payment by CARS on March 2, [the attached “Service Contract")On March 31, 2016, the customer extended his Service Contract coverage for twelve [12) months.On November 29, at 2:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing rear differential, driveshaft and gas tank issuesWe then went over our claim procedures with the repair facility.On November 29, at 3:p.m., the repair facility advised CARS in a recorded telephone that the customer's vehicle has no alterations/modificationsThe repair facility further advised that that the rear differential locked causing the driveshaft to break up resulting in a hole in the muffler, dent in the gas tank and the yoke damaged the rear differentialCARS then reviewed our claim procedures with the repair facility.On December 27, at 1:p.m., the repair facility advised CARS that the pinion on the customer's vehicle froze causing the rear differential to lock and break the driveshaft housingCARS advised the repair facility to hold all parts and again reviewed our claim procedures.CARS determined that an independent inspection of the customer's vehicle was necessary to verily the exact cause and extent of damage to the vehicle.The independent inspection occurred the on December 29, The independent inspector found the customer's vehicle to have oversize tiresAfter management review of the independent inspection, CARS determined that the customer’s Service Contract was now cancelledand CARS was unable to assist with the repair of the customer's vehicle due to the alterations/modification to the customer's vehicle pursuant to the Term and Conditions of the customer's Service Contract.On December 30, at 10:a.m., CARS advised the repair facility that the customer's Service Contract was cancelled and CARS would issue a prorated refund for the Service ContractCARS further advised that CARS was unable to assist with the repair of the customer's vehicle pursuant to the customer's Service ContractThe claim was then closed by CARS.On December 30, at 11:a.m., CARS advised the customer of the cancellation of his Service ContractWe advised the customer that pursuant to the Terms and Conditions of his Service Contract, CARS' service contract does not cover altered/modified vehicles.By the customer's signature on the customer's Value Plus Service Contract the customer acknowledged that the customer read, understood and agreed to the terms and conditions contained thereinIt is stated under the Terms and Conditions at Paragraph 1(d): “COMPONENTS AND EXPENSES NOT COVERED: Vehicles that are modified or altered from the original manufacturer's specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed."The customer's service contract also states at Paragraph 2(e) and 2(g): “PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall also void the service contract."As previously stated on November 29, at 3:p.m., the repair facility advised CARS in a recorded telephone that the customer's vehicle had no alterations/modifications.However, the independent inspector found the tires on the customer's vehicle to be modified; therefore, pursuant to the customer's Service Contract CARS cancelled the customer's Service Contract for modifications/alterations of the tire sizeThe alterations/modifications of the customer's vehicle are not according to the manufacturer's specificationsThe alterations/modifications can affect the way the vehicle performs and also can cause undue mechanical problems with the vehicleHere, if the repair facility had advised CARS of the oversize tires on the customer's vehicle, CARS would have cancelled the customer's Service Contract immediately and not moved forward with the rear differential, driveshaft and gas tank claim made on behalf of the customer's vehicle.It is also stated in our cancellation policies for altered/modified vehicles are clearly stated at Paragraph (c): “CANCELLATION PROVISIONS: If a vehicle is altered or modified after purchase and if a claim has been made or paid, the Service Contract is cancelled and no refund shall be issued." CARS has attached a Service Contract Cancellation form for the customer to return to us via regular mail, fax or email with the required information for a prorated refundThis Service Contract Cancellation form was also mailed to the customer on December 30, CARS relies on the information provided to us by the dealers and/or repair facilities, since we cannot inspect every vehicle that has a service contract with usAs stated above, CARS became aware of the alterations/modification to the customer's vehicle when an independent inspection was performed on the customer's vehicleOnce notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediatelyThe customer's Service Contract is now void and he does not have Service Contract coverage under any of CARS' service contracts.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If the customer has any further questions regarding this matter, please do not hesitate to contact me.Jason [redacted] General CounselJPM/jmmAttachments

The refund has been given however MrMcConnell failed to address the unprofessional conduct between claims adjuster Rodney and Mechanic Mr***? with Discount TireUntil we have addressed the misconduct of Rodney we respectfully reject this as resolved.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.Regards, [redacted]

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

January 10, 2017VIA: EMAIL/WEBSITECADILLAC ESCALADE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] 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 August 2, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on August 8, (See attached Service Contract).On January 10, 2017, pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid the repair facility via check in the amount of $towards the cost of fluids, ABS pump, and laborHere, CARS waived the $deductible.Upon receipt of invoices from our suppliers, CARS will pay our suppliers in the amount of $for a front differential and a speed sensor pursuant to the Terms and Conditions of the customer's Service Contract.CARS now considers the customer's complaint resolved.The customer's vehicle has Service Contract coverage through August 8, 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.Sincerely,Jason PM [redacted] General Counsel

RE: COMPLAINT ID # [redacted] FORD EXPEDITION VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated September 9, 2015, enclosing the above referenced consumer complaint and respond as follows: CARS contacted the customer on September 15, to request that he provide an invoice from the repair facility.On September 16, 2015, after the customer provided the invoice for the repair of his vehicle to CARS and after a management review of the customer's consumer complaint, CARS advised the customer that CARS would pay $towards the repair of his vehicleThe customer has agreed to this amountEnclosed please find a copy of check no [redacted] in the amount of $made payable to the customer.CARS considers this matter to be resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%, If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted] General Counsel

February 1, VIA: Revdex.com WEBSITE RE:? ? ? ? ? ? COMPLAINT ID # [redacted] JEEP GR CHEROKEE VIN (Last 8): [redacted] OUR FILE NO.: C- [redacted] Dear Ms***: am in receipt of your letter dated January 20, enclosing the above-referenced consumer complaint and respond as follows: The customer’s service contract application was accepted by CARS on July 24, On December 8, at 1:p.m., the customer advised CARS that she would like to a full refund of her Service ContractCARS advised the customer that pursuant to the Terms and Conditions, she was not entitled to a refund of her Service ContractCARS reviewed the cancellation provisions with the customerCARS provided the customer with a cancellation request form via emailIn CARS' response to the customer’s December 9, Revdex.com consumer complaint, CARS advised the customer as follows: The customer’s service contract states under Terms and Conditions at Paragraph (a) and (b): 'CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested.” and "After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated." Here, the customer cancelled her Service Contract on December 28, which is greater than twenty (20) days from the date of Service Contract approval date of July 24, Additionally, CARS is regulated on refund policies by each state that CARS conducts business in and we strictly adhere in those states where their statutes supersede our cancellation provisionsCARS is not directed by any state statute in Michigan to refund any monies to the customer for the cancellation of a service contractTherefore, pursuant to her Service Contract the customer is not entitled to a refund As evidenced in the above paragraphs, CARS advised the customer that there would be no refund for the cancellation of her Service ContractNonetheless, CARS received a fully executed cancellation request from the customer for her Service Contract on December 28, The customer's Service Contract is now cancelledThe customer's vehicle is not covered under any of CARS' service contracts and no claims will be opened on behalf of her vehicleIf you have any further questions regarding this matter, please do not hesitate to contact my officeSincerely,Jason [redacted] General Counsel

February 12, 2018VIA: Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA RE: CHRYSLER PT CRUISER VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Revdex.com COMPLAINT NO.: [redacted] Dear Ms [redacted] : I am in receipt of your letter dated February 6, 2018, enclosing the customer’s additional concerns regarding the above-referenced vehicle I would like to respond as follows: After a management review of the customer’s concerns, in a goodwill gesture, CARS has issued the attached check which will be mailed directly to the customerMs [redacted] , if you have any further questions regarding this matter, please do not hesitate to contact my officeSincerely,Jason [redacted] M [redacted] General Counsel [redacted]

VIA:? ? ? EMAIL THROUGH Revdex.com WEBSITE [redacted] Revdex.com ofWestern Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE:? ? ? ? COMPLAINT ID # [redacted] FORD EXPLORER VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated September 20, 2016, enclosing the above-referenced consumer complaintCARS would like to point out here that we have reviewed the details of the customer's consumer complaint on several occasions with her and the Department of Insurance in the customer’s state of residenceI would like to respond to the consumer complaint as follows: On May 18, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/4,Miles)The customer's Service Contract was accepted and approved by CARS on May 20, (the attached Service Contract)On June 8, at 11:a.m., a repair facility advised CARS that the customer's vehicle was experiencing transmission issuesCARS then went over our claim proceduresOn June 8, at 11:a.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on June 6, because it was inoperableOur claims adjuster then again went over claim procedures in detail with the repair facilityWe also advised that the customer was responsible for any difference in labor rate, tax, fluid, filters, and deductible, diagnostic or teardown charges where applicable and any charges/expenses beyond what CARS authorizesWe also advised the repair facility to obtain the customer's permission to teardown/diagnose to the point of component failure and contact us with the repair facility’s findings/estimate prior to beginning any work on the vehicleOn June 8, at 1:p.m., in a recorded telephone call, the customer advised CARS that her vehicle was experiencing shifting issuesThe customer advised that the issues with her vehicle began on the date of purchase (May 18, 2016)The customer stated that her vehicle had to be towed to the dealer; however, when the vehicle was returned to her, the issues were still presentThe customer further advised that the throttle actuator was then replaced; however, the issues were still present.On June 9, at 9:a.m., CARS advised the repair facility that since the failures to the customer’s vehicle were present on the date of purchase May which was prior to CARS' acceptance of her Service Contract on May 20, CARS could not offer any assistance with the transmission repairsOn June 9, at 9:a.m., CARS left a voice message for the customer advising that CARS was unable to assist with the repair of her vehicleOn that same day, June 9, 2016, at 11:a.m., CARS returned a voice message from the repair facility and advised that the failures to the customer’s vehicle were present prior to Service Contract acceptance on May On June 14, 2016, CARS received an email from the customer with a work order from the dealer stating that the customer’s vehicle experienced a blown ERC fuse that prevented her vehicle from starting and that the fuse was replacedCARS reviewed the work order from the dealer, which shows the customer's vehicle being repaired between 5/13/and 5/19/The repairs performed during this time (replacement of the ECU Fuse) are not related to the transmission issues that existed with the vehicle prior to the date of contract acceptance on May 20, The replacement of the ECU Fuse is unrelated to the transmission issues which the customer stated were present from the date of purchaseBy the customer’s signature on her service contract application, she acknowledged that she read, understood and agreed to its Terms and ConditionsDirectly above the customer’s signature, it states: "This Service Contract does NOT go into effect until: (1) this service application is received by CARS Protection Plus ("CARS”), (2) with proper payment, and (3) approved by CARS, which may be different than my date of vehicle purchase." Additionally, under the Terms and Conditions at Paragraph 1(b): "COMPONENTS AND EXPENSES NOT COVERED:? ? ? Component failures occurring before CARS Protection Plus, Inc("CARS") approves this Service Contract application are NOT coveredCARS does NOT warrant the condition of the vehicle at the time of purchase." CARS service contract applications provide that they go in effect after they are received with payment, processed and approved by C.A.R.SProtection Plus, Inc., which may be different than the date of vehicle purchaseThe customer advised CARS in a recorded telephone call on June 8, that the vehicle was experiencing shifting issues on the date of purchase, May which was prior to CARS acceptance of her Service Contract on May When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractAs stated in the above paragraphs, the customer’s vehicle is not eligible for assistance with the June 8, transmission claim because the transmission issues were present prior to CARS' acceptance with payment of the customer's Service ContractThe customer's Service Contract expired on August 20, The customer no longer has Service Contract coverage under any of CARS service contracts.For the reasons stated above, CARS stands behind our original decision and we are not able to assist with the June 8, transmission claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of her 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 [redacted] General CounselJPM/jmmAttachments?

They have replaced the failed parts with used onesI understand that this is allowed by the contract however the first differential that they sent was defectiveIt was replaced by another used part that appears to be ok but still worn as it has play in it and "clunks" when placed in gear They also replaced the brake booster pump, which had also failed, with a used partMy mechanic was tasked with finding and installing that partIt worked for one day and has failed again - leaking brake fluid onto my garage floor and causing the brakes to "bleed off" when sitting with the brake pedal appliedI contacted my mechanic and have to take the vehicle back in for repair/replacement of the failed "used" part My vehicle has 76,miles on itThe used parts, that are being installed, are worn outI understand that it would be difficult to locate used parts with 76,miles or less on them! With that being said, if a used part cannot be located, with verified mileage less or equal to mine, then a new or remanufactured part should be used especially when that part controls the brake system! As long as worn out/used parts are provided, my vehicle is going to be in/out of the repair facility as this warranty still has 2+ years on it and unlimited mileage leftWith the exception of the front differential (which is clunking when placed in gear), my truck is in no better shape then when it was taken to be repairedIn fact, my vehicle did not leak ANY fluids prior to these used parts being installed

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.?

July 17, 2017VIA: Revdex.com WEBSITE [redacted] Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated July 12, 2017, enclosing the above-referenced consumer complaint.Please be advised that CARS has resolved all the issues regarding this complaint with the customer.Therefore, at this time, CARS is requesting that you mark this complaint as resolvedIf you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason *M [redacted] General Counsel

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

June 9, VIA: Submitted to Revdex.com website [redacted] Revdex.com of Western Pennsylvania [redacted] RE:? ? ? ? ? COMPLAINT ID # [redacted] PONTIAC GTO VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***: I am in receipt of your letter dated June 7, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on March 12, On that same date the customer also applied for a CARS Power Train Service Contract (Months/4,Miles] and the same was received with payment and approved by CARS on March 16, The customer’s Service Contract will expire on June 16, On June 3, at 10:a.m., a repair facility advised CARS that the customer's vehicle was experiencing prop shaft issuesCARS then reviewed our claim procedures with the repair facilityOn June 3, at 1:p.m., CARS went over the amount we could authorize with the repair facility as follows: We could supply the driveshaft for $ProDemand labor guide stated that the repair should take hours to complete and the customer’s service contract pays up to $per hourTherefore, total labor covered was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $434.00, and we could supply the part as stated above and pay $towards labor or pay $towards the repair of the customer’s choiceWe then asked the repair facility to get back us with the customer's decisionBy the customer’s signature on his Power Train 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 option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we use the cost of the 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 componentIt is stated at Paragraph 2(C]: PROVISIONS OF THE SERVICE CONTRACT: The Service Contract does NOT go into effect until: (1) this application is.received by CARS Protection Plus, Inc(“CARS”), (2) with proper payment, and (3) approved by CARS, which may be different than my date of vehicle purchaseThis Service Contract will last for the time period or mileage indicated whichever occurs first, so long as You own the vehicle.” The customer’s Service Contract expires on June 16, 2016; therefore, the supplied driveshaft will not have coverage beyond June 16, The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does 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, non-covered components, filters, taxes, the difference in labor rates and deductiblePursuant to the Terms and Conditions of the customer's Service Contract, CARS is not required to offer any further assistance with the repair of the customer’s vehicleHowever, in a goodwill gesture, CARS has advised the customer that we are willing to provide a new driveshaft for the repair of his vehicle and all other expenses associated with the repair of his vehicle would be the customer's responsibilityThe customer advised CARS that he is agreeable to thisCARS now considers this Revdex.com complaint as resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason PM [redacted] General Counsel? JPM/jmm Attachment