Fox Concrete

September 12, 2017 VIA:  Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA  15220  RE:                 COMPLAINT ID#...

[redacted]                       [redacted]                                    VIN (Last 8):  [redacted]                                    OUR FILE NO.:  [redacted]             Dear Ms. [redacted]:             CARS has spoken to the customer and we consider this matter now resolved.                                   �...⇄ *. M[redacted]                                  �...⇄ General Counsel JPM/jmm

September 26, 2016VIA: EMAIL THROUGH Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2000 MITSUBISHI ECLIPSE VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated, September 23,...

2016, enclosing the above- referenced consumer complaint. I would like to respond in the following manner: On July 20, 2016 the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Power Train Service Contract (3 Months/4,500 Miles). The customer's Service Contract was accepted and approved by CARS on July 21, 2016 (the attached Service Contract).On September 23, 2016 at 9:17 a.m., a repair facility advised CARS that the customer's vehicle was experiencing transmission/clutch issues. CARS then went over our claim procedures.On September 23, 2016 at 9:26 a.m., the repair facility advised CARS the customer’s vehicle was driven to the repair facility on September 22, 2016. The repair facility advised CARS that the customer’s vehicle was experiencing issues shifting into first gear and the clutch was slipping.On September 23, 2016 at 1:31 p.m., in a recorded telephone call the customer advised CARS that during the test drive his vehicle experienced issues shifting into gear. The customer advised that he thought the shifting issue was a fluke; however, the shifting issue started again.On September 23, 2016 at 2:10 p.m., CARS advised the repair facility that since the shifting issue was present during the test drive which was prior to vehicle purchase and prior to CARS' acceptance of the customer's Service Contract on lulv 21, 2016. CARS could not offer any assistance with the repairs to his vehicle.On September 23, 2016 at 2:16 p.m., CARS advised the customer that since the shifting issue was present during the test drive which was prior to CARS' acceptance of his Service Contract on lulv 21, 2016, CARS could not offer any assistance with the repairs to his vehicle.On September 23, 2016 at 4:14 p.m., CARS' customer service manager reviewed the claim again with the customer. The customer service supervisor further advised that pursuant to the customer’s Service Contract, component failures occurring before CARS Protection Plus, Inc. ("CARS") approves this Service Contract application are not covered. CARS' customer service manager further advised the customer that the clutch and related components were not covered under his Service Contract.By the customer's signature on his service contract application, he acknowledged that he read, understood and agreed to its Terms and Conditions. Directly 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 covered. CARS does NOT warrant the condition of the vehicle at the time of purchase.”As stated previously, the customer advised CARS in a recorded telephone call on September 23, 2016, that his vehicle experienced shifting issues during the test drive of his vehicle which was prior to CARS acceptance of his Service Contract on lulv 21. 2106.When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service Contract. As stated in the above paragraphs, the customer's vehicle is not eligible for assistance with the September 23, 2016 transmission/clutch claim because the transmission/clutch issues were present prior to CARS' acceptance with payment of the customer’s Service Contract.CARS service contract applications provide that they go in effect after they are received with payment, processed and approved by C.A.R.S. Protection Plus, Inc., which may be different than the date of vehicle purchase. The customer’s Service Contract was processed and approved on lulv 21. 2016.The customer has coverage on his vehicle through October 21, 2016 or when the odometer on his vehicle registers 94,843 miles, whichever occurs first. If his vehicle incurs further mechanical issues, 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 Power Train 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 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 P. [redacted] General CounselJPM/jmmAttachment

Dear Ms. [redacted]:I am in receipt of your letter dated August 16, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on August 8, 2017. On that same date, the customer also applied for a CARS...

Power Train Service Contract (3 Months/Unlimited Miles) and the same was received with payment and approved by CARS on August 9, 2017. (See attached “Service Contract")First Claim: On August 15, 2017 at 2:18 p.m., a repair facility advised CARS that the customer's vehicle was experiencing mechanical issues. CARS then went over our claim procedures with the repair facility.On August 15, 2017 at 2:37 p.m., the repair facility advised CARS that the customer had removed his vehicle from the repair facility without any repairs being performed on his vehicle. CARS advised that pursuant to his Service Contract, the customer's vehicle must be at the repair facility for a claim to be opened. CARS then advised the repair facility that a new claim must be opened when the customer returned his vehicle to the repair facility. The claim was then closed.Second Claim: On August 15, 2017 at 3:24 p.m., a repair facility advised CARS that the customer's vehicle was experiencing axle seal and rear driveshaft u-joint issues. CARS then went over our claim procedures with the repair facility.On August 15, 2017 at 3:46 p.m., the repair facility advised CARS that the vehicle was shaking when driven. The repair facility advised that they had found loose u-joints, left front axle was clicking and loose and all the seals were leaking. CARS then reviewed our claim procedures again.Pursuant to the customer's Service Contract coverage, CARS then went over the amount we could assist with the repair of his vehicle as follows: We could supply the left front axle seal for $6.12, two (2) universal joints for ($20.00 each) $40.00 and the front axle for $58.23. The repair facility requested labor assistance of .8 hours of labor for the axle repair, .3 hours of labor for the axle seal, and 1.0 hours of labor for the universal joint for a total of 2.1 hours of labor time. CARS was able to authorize the total amount of labor time requested by the repair facility in the amount of 2.1 hours, and the customer's Service Contract pays $60.00 per hour for labor. Therefore, total labor we could assist with was $126.00. The claim was also subject to a $100.00 deductible. We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $130.35. 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 $130.35 to be used towards the specifically-authorized repair. If the customer chose for CARS to ship our supplied part, CARS would be able to assist with the cost of labor in the amount of $26.00 after the deductible was applied. The repair facility advised that they would contact the customer regarding the customer's decision for assistance with the repair of his vehicle.On August 15, 2017 at 4:26 p.m., the customer advised our refund department that he was unhappy with his Service Contract coverage and wanted to cancel his coverage. CARS advised the customer that we could email a cancellation form for his signature and he would be eligible for a full refund if he cancelled in the first twenty (20) days of his coverage. CAR then emailed the cancellation form to the customer. On that same day, the customer returned an executed cancellation form to CARS.On August 15, 2017 at 4:26 p.m., the customer telephoned CARS to review the options for CARS' assistance with his claim. CARS advised the customer that the labor times we quoted to the repair facility for assistance with were the labor times requested by the repair facility when we reviewed the options for CARS' assistance. CARS advised the customer that his Service Contract paid up to $60.00 per hour for labor charges and any amount over that time was he responsibility. CARS further advised that the price of the covered components were based upon the cost of aftermarket parts. The customer advised that he would call CARS with the repair facility to discuss the options for repair.On August 17, 2017, CARS processed the customer's cancellation of his Service Contract. Pursuant to the Terms and Conditions of the customer's Service Contract, CARS then mailed a check to the selling dealer for our portion of the refund due to the customer.By his signature, the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained therein. It is stated on the front of the customer's Service Contract: "COVERED COMPONENTS SEALS AND GASKETS Seals and Gaskets are covered only when required in conjunction with the replacement of a covered component." Here, only the left front seal is covered under the customer's Service Contract because it was being replaced in conjunction with the left axle. The rear axle seal and the transmission seal are not covered under the customer's Service Contract since they were not being replaced in conjunction with a covered component. Here, any costs associated with the rear axle and the rear transmission seal would be the customer's responsibility.The customer's Service Contract states under Terms and Conditions at Paragraph 2 (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 $100.00 deductible per claim." The customer is responsible for a $100.00 deductible for each claim authorized by CARS for the repair of his vehicle. Here, the total value of the August 15, 2017 mechanical claim opened on behalf of the customer's vehicle was $130.35 after the $100.00 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 guide. The hourly labor rate will be the repair facility's rate up to $60.00 per hour. Should your repair facility's rate exceed this amount, You are responsible for the difference.” Here, during the processing of the August 15, 2017 mechanical claim made on behalf of the customer’s vehicle, the repair facility advised CARS that the labor rate for the repair of the customer's vehicle was $80.00 per hour. CARS authorized the repair facility's requested labor times for a total of 2.1 hours; therefore, the total value of the labor portion of mechanical claim is $126.00. Here, the customer would be responsible for any amount over $60.00 per hour for the labor costs and any labor time over 2.1 hours associated with the repair of his vehicle.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverage. Therefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairs. The service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverage. Various provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.The customer cancelled his Power Train Service Contract on August 15, 2017; therefore, his vehicle no longer has Service Contract coverage. CARS issued a check to the selling dealer on August 17, 2017 for our portion of the customer's refund of his Service Contract.Ms. [redacted], I hope the above paragraphs explain the reasoning behind the options CARS offered the customer to assist with the repair of his vehicle.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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[redacted]General Counsel

COMPLAINT ID #[redacted]2004 JEEP GRAND CHEROKEE VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated April 25, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced...

vehicle on April 22, 2015. On that same date the customer also applied for a CARS Value Plus Service Contract (12 Months/Unlimited Miles) and the same was received with payment and approved by CARS on May 5, 2015.On January 8, 2016 at 1:37 p.m., the customer advised CARS that her vehicle was experiencing a head gasket issue. CARS reviewed Service Contract coverage, claim procedures with the customer. CARS further advised that the customer is responsible for diagnostic and tear-down costs for her vehicle.On January 8, 2016 at 1:58 p.m., the customer advised CARS that she was ready to move forward with having her vehicle torn down. CARS reviewed Service Contract coverage and claim procedures with the customer.Fifty five days later, on March 3, 2016 at 1:52 p.m., we received a telephone call from the repair facility advising the customer's vehicle was experiencing cylinder head issues. We then went over our claims procedures with the repair facility.On March 3, 2016 at 3:43 p.m., we again advised the repair facility of our claim procedures. CARS advised the repair facility to obtain the customer’s authorization to tear- down her vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicle. CARS further advised that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of his Service Contract. The repair facility advised CARS that they would telephone the customer regarding further diagnostic/tear-down.On March 4, 2016 at 7:58 a.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on February 3, 2016 because of losing coolant. The repair facility further advised that the head gaskets were leaking, the coolant was low, there was compression in the radiator and the heads were warped. The repair facility advised CARS that they would fax an estimate of repair and warpage measurements.Twenty one days later, on March 25, 2016 at 11:53 a.m., the repair facility advised CARS that the engine was full of sludge. CARS advised the repair facility to fax pictures of the engine to us. The repair facility advised that it that would get to it as soon as soon as possible but it might not be that day.On March 31, 2016 at 2:39 p.m., the repair facility advised CARS that sludge could have caused the issues with the customer's vehicle.On March 31, 2016 at 4:03 p.m., after a management review of the picture provided by the repair facility, CARS advised the repair facility to move forward with the tear-down of the customer's vehicle. We further advised that if any further issues were found, CARS would not be able to assist with repair if it was related to sludge.On April 8, 2016 at 3:12 p.m., CARS advised the repair facility that we need the warpage on the heads. The repair facility advised CARS that they had not heard from the machine shop. The repair facility advised that the head gasket failed on the left side and the right side head gasket appeared to be cracked. CARS advised that we would need cause of failure in order to move forward with the claim.On April 11, 2016 at 4:50 p.m., CARS left a message for the repair facility to telephone CARS.On April 15, 2016 at 10:10 a.m., CARS telephoned Brian to get the status of the heads. The repair facility advised that they had not heard back from the machine shop and they would keep us informed.On April 25, 2016 at 4:11 p.m., CARS left a message for the repair facility to telephone CARS.On April 26, 2016 at 10:56 a.m., the customer telephoned CARS and advised that she was unhappy that we were not providing a new engine in her vehicle since it was full of sludge.On April 26, 2016 at 1:00 p.m., CARS left a message for the repair facility to telephone CARS.On April 26, 2016 at 2:19 p.m., the repair facility advised CARS that both heads were warped .006. The repair facility further advised that the customer's vehicle needed the head gaskets replaced.On April 26, 2016 at 2:28 p.m., the customer telephoned CARS and advised that she wants a new engine because of sludge in the engine. CARS advised that we were basing the repair off the repair facility’s estimate.On April 26, 2016 at 2:58 p.m., the customer’s husband telephoned CARS to advise that the customer’s vehicle needed an engine. CARS then reviewed the estimate from the repair facility with him.On April 27, 2016 at 9:16 a.m., CARS went over the estimated provided by the repair facility to CARS with the repair facility. CARS then went over the amount we could authorize with the repair facility as follows:We could supply the parts and fluids as follows:Head $102.51 Timing Set $ 28.85 Fluids $ 43.90 Decking $110.00 Total $285.26ProDemand labor guide stated that the repair should take 10.6 hours to complete and the customer’s service contract pays up to $70.00 per hour.Total labor $742.00.The claim was also subject to a $100.00 deductible. We explained that the total value of the claim after the deductible was applied was $1027.26, and we could supply the parts as stated above and pay $642.00 towards labor or pay $924.26 towards the repair of the customer's choice. The repair facility advised that they would like the head set shipped and the cash allowance on all other parts.On April 27, 2016 at 11:04 a.m., the customer advised that she did not want any repairs performed on her vehicle until she contacted CARS. The customer advised that she wanted a new engine for her vehicle. On April 27, 2016 at 3:38 p.m., CARS advised the repair that the customer advised us not to send the head gaskets until she contacted CARS. The repair facility advised that they would speak to the customer. On April 27, 2016 at 5:01 p.m., the customer again advised that she would like a new engine. CARS advised her that the lower part of the engine did not fail and an engine replacement would not be covered under 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 contained therein. Pursuant to the Terms and Conditions under Paragraph 1 (p}: "COMPONENTS AND EXPENSES NOT COVERED: Damage/failure caused sludge or water ingestion" Here the customer's repair facility advised CARS and provided the attached photograph showing that the engine was full of sludge. Based on the findings of the repair facility, pursuant to the Terms and Conditions of the customer’s Service Contract, a replacement engine is NOT covered under the customer's Service Contract. CARS is able to assist with the repair of the cylinder head since it was not caused by sludge. However, if the customer would like to replace the engine she may take the cash allowance and use it towards the replacement of the engine. To reiterate, CARS can only pay for the repair of the cylinder heads; therefore, the total amount we can pay towards the repair of the customer's vehicle is $924.26.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 theThe 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 deductible.The customer’s Service Contract expires on May 5, 2016; therefore, upon completion of the cylinder head repair or May 5, 2016, whichever occurs first, the customer’s vehicle will no longer have any Service Coverage under CARS.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 [redacted] General Counsel

VIA: EMAIL THROUGH Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2006 CHRYSLER 300 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated September 30, 2016, enclosing the additional concerns of the customer. The customer attached a video regarding the repair/replacement of speed sensors. The customer’s response and video were reviewed by a claims manager. The video was not from a credible source.By the customer's signature on her Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained therein. The Service Contract states under Terms and Conditions at Paragraph 1 (a): It is stated in your Service Contract under: "COVERED COMPONENTS" (AUTOMATIC TRANSMISSION/TRANSFER CASE) Lubricated parts contained within the transmission or transfer case housing: torque converter; bands; pump; pump housing; carrier assembly; planetary gears; chain; drums; reaction shaft; governor; valve body; and servo assemblies...” In addition, at "Covered Components: "Coverage limited to above components." Also, under Term and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure."Here, the repair facility that the customer chose to repair her vehicle advised CARS that the input and output speed sensors were the only failure to the vehicle. The speed sensors are built into the conductor plate, which can be purchased separately from the valve body and are not an internally lubricated part of the transmission. Therefore, this repair is not covered under the customer's Power Train Service Contract.CARS stands by our original decision and is unable to assist with the repair of the customer's vehicle.Sincerely,[redacted], General CounselJPM/jmm

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,
Richard Atkins
Most of what CARS said is absolutely true except for the part of offering $371.98 to me to pay. I was told that CARS would pay Mercedes the $371.98 to the dealership not me leaving me with a balance of over $1000 to pay out of pocket. Even though they state that their parts are to OE specs, once their parts are put on my vehicle, its voids everything on the vehicle and prevents holding Mercedes for any other failures in the event of a recall or other issues. When I got the CARS contract from the dealership, I was provided with a yellow carbon copy with only the first page. From the time of purchase, I have never had anything showing the terms and conditions on the contact, and CARS also have a recorded record of me calling on two separate occasions requesting information explaining what those terms were and what I am covered for. They only thing I ever received directly from them was a hard cardstock sheet enclosed with a car that says I have a warranty with them, nothing of the terms or what I was covered for. Again, my issues was not disagreeing with what the terms of their contract was, it was getting my vehicle fixed with the same parts that malfunctioned which were original OEM. Its easy to there and accept aftermarket part and yes it might be warrantied by CARS, but I am looking at the overall effect which is how it voids everything else on my vehicle.

RE:       COMPLAINT ID #[redacted] 2008 SUBARU IMPREZA VIN (Last 8): [redacted] OUR FILE NO.: C-[redacted] Dear Ms. [redacted]: I am in receipt of your February 16, 2016 letter enclosing the customer’s consumer complaint and respond as follows: On November 14, 2015, the customer...

purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Value Limited Service Contract (3 Months/4,500 Miles) and the same was accepted with payment and approved by CARS on November 18, 2015 (the attached "Service Contract"). The customer's Service Contract expires on February 18, 2016. On February 9, 2016, at 2:12 p.m., a mechanical claim was opened by a repair facility on behalf of the customer’s vehicle. The repair facility advised that the customer's vehicle was experiencing cylinder head, timing belt, water pump and valve cover issues. We then went over our claim procedures with the repair facility. On February 9, 2016, at 2:35 p.m., the repair facility advised CARS that the customer's vehicle had an oil leak on the right side of the engine. The repair facility advised that the cam seal became overheated and melted causing an active leak. The repair facility further advised that the customer's vehicle needed a head, the intake valve was stuck and the timing belt was contaminated from the oil leak. CARS then advised the repair facility to obtain the cause of failure and extent of damage to the customer's vehicle and contact CARS with their findings. On February 10, 2016, at 11:54 a.m., the repair facility advised that after the front cover was removed they found the right cam seal had melted and caused an oil leak. The repair facility advised that the cam caps and rocker arms were discolored and the cylinder head needed to be replaced. CARS then advised the repair facility to fax an estimate to CARS for review. On February 11, 2016, at 9:34 a.m., CARS advised the repair facility that the failure to the customer's vehicle was caused by an oil leak; therefore, pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was not able to assist with the repair to the customer’s vehicle. On February 11, 2016, at 9:34 a.m., CARS reviewed the claim with the customer and advised that pursuant to the Terms and Conditions of his Service Contract, CARS was not able to assist with the repair to the customer’s vehicle. On February 11, 2016, at 11:13 a.m., CARS reviewed the claim with the repair facility and advised that according to the estimate submitted by the repair facility, all of the failures to the engine were caused by oil leaks. CARS advised that pursuant to the customer’s Service Contract, CARS is unable to assist with any failures caused by oil leaks. By the customer's signature on his Value Limited Service Contract, the customer acknowledged that he read, understood and agreed to the terms and conditions of the service contract contained therein. The customer’s service contract states under Covered Components: "SEALS & GASKETS: NOT COVERED:       Seals, gaskets, and fluids are covered only when required in conjunction with replacement of a covered component. Additionally, cylinder head gaskets are covered for combustion and coolant leaks. Intake manifold gaskets are covered for coolant leaks only. NOT COVERED: oil and vacuum leaks." Furthermore the customer's Service Contract states under Terms and Conditions at Paragraph l(q): "COMPONENTS AND EXPENSES NOT COVERED: Fluid leaks and damage caused by fluid leaks.” Here, the repair facility chosen by the customer to repair his vehicle found that a failed cam seal (non-covered component) caused an oil leak which caused the damage to the customer's vehicle. Under the customer's Service Contract, we were not required to cover the full cost of the repair. The customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverage. Various provisions of the service contract inform the customer what components are specifically covered and the customer's financial responsibility for the tear-down, diagnosis charges, filters, and taxes. For these reasons, CARS stands by its decision and is unable to offer any assistance with the February 9, 2016 claim made on behalf of his vehicle pursuant to the Terms and Conditions of his 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 this matter, please do not hesitate to contact me. Sincerely,Jason [redacted]General Counsel

RE:     COMPLAINT ID #[redacted] DODGE 1500 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 vehicle. On that same date, the customer also applied for a CARS Value Plus Service Contract (36 Months/Unlimited Miles) and the same was accepted with payment by CARS on November 15, 2013 (the attached "Service Contract”). On January 6, 2014, at 10:59 a.m., the repair facility telephoned CARS advising that the customer's vehicle was experiencing tensioner pulley, air conditioning, starter and oil gauge issues. We then went over our claim procedures. The repair facility further advised that there were 22 inch rims on the customer's vehicle. On January 7, 2014, at 10:59 a.m., the repair facility advised CARS that the rims on the customer's vehicle were actually 26 inch rims. On January 7, 2014, at 11:26 a.m., the customer advised CARS that the rims on her vehicle were 26 inch rims and that she installed the rims. On January 7, 2014 at 11:47 a.m., CARS advised the customer that her Service Contract had been cancelled and the January 6, 2014 mechanical claim made on behalf of her vehicle was denied because the rims on her vehicle were modified from the manufacturer’s specifications. CARS further advised that pursuant to the Terms and Conditions of her Service Contract, she was not eligible for a refund from CARS. On January 7, 2014 at 11:48 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 cancelled. CARS then closed the claim. On January 8, 2014 at 1:43 a.m., CARS' office manager reviewed the Terms and Conditions of the customer's Service Contract with the customer. Our office manager explained that CARS denied the mechanical claim and cancelled her Service Contract due to oversized rims on the vehicle. On January 8, 2014 at 1:53 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 vehicle. The customer's vehicle met our eligibility requirements when the vehicle was approved by CARS on November 15, 2013. It was not until the processing of the January 6, 2014 claim that CARS became aware of the alterations/modifications to the customer's vehicle. The alterations/modifications (i.e. rims) of the customer's vehicle are not according to the manufacturer's specifications. By the customer's signature on her Service Contract, she acknowledged that she read, understood and agreed to the terms and conditions contained therein. It 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 26 inch rims on her vehicle; therefore she is not entitled to a refund of her Service Contract. To reiterate, it was not until the processing of the January 6, 2014 claim that CARS became aware of the alterations/modifications to the vehicle. Here, on January 7, 2014, the customer advised CARS that she installed the larger rims on her vehicle. The 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 vehicle. 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 us. Once notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediately. The customer’s Service Contract is void and the customer does not have service coverage under any of CARS' service contracts. Pursuant to the Terms and Conditions of the customer's Service Contract, the customer is not entitled to any refund from CARS. 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,[redacted]General Counsel

To whom it may concern , I recently had a case open with CARS, Plus Inc whom agreed to send a transfer case to fix my 2005 Jeep Grand Cherokee that I purchase on January 4,2018 from [redacted] Auto in Roanoke Virginia. The warranty company was notified by your agency and CARS was made aware of my original complaint. Once the warranty company agreed to pay and send the needed part to fix my jeep I reluctantly responded with acceptance of this , but after having my vehicle sit at [redacted] in Roanoke Virginia for over two week from 1/23/18 until 2/9/18 once they received the transfer case from CARS. The repairs were done and I picked the jeep up on 2/9/18 and drove it home, only to find that it is still not fixed and presents with the same issues as before the technician at [redacted] worked on it. I called [redacted] to let them know that the issue is not resolved and it’s still the same scenario and problem as before taking it to them on 1/23/18. They supposedly changed the transfer case out and put in the one that CARS sent to them, but as I stated it is continuing to be just like it was when we first took it to [redacted] and they diagnosed it with having a bad transfer case and after waiting for 2 weeks to get the part and do the repairs. So once again I feel like I am dealing with an unfair and unsatisfactory repair and I had to pay out not only $8100 to [redacted] Auto, but also and additional cost of $790 to [redacted] in Roanoke Virginia and the vehicle is still not fixed. I contacted [redacted] to report issues and have an appointment for them to look at it again on 2/27/18 and I wanted you to know that I don’t want this case closed with CARS until this vehicle is fixed as promised by both [redacted] and the warranty at CARS, so could you advise me as to what to do next, and do you notify CARS that the repairs done were not satisfactory and I inadvertently accepted their response under false assumption that the  parts being shipped for my car and the repairs themselves were going to be resolved and I would have a good running vehicle, which unfortunately as of this date is having the [redacted]e issues as prior to any repairs and I feel like I should not have to accept the repairs done or not done and the parts shipped as to whether or not they were good parts, used parts or if the parts had some issues themselves. Please assist me in this matter as I am frustrated that I cannot even feel comfortable and confident in purchasing this vehicle, the warranty additionally and now 2 months later, am continuing to have to battle over getting this car fixed and be a satisfied customer.Thank you for your assistance in this matter.Sincerely[redacted]

RE: COMPLAINT ID #[redacted]2000 FORD EXPEDITION VIN (Last 8): [redacted] OUR FILE NO.: C-[redacted]Dear Ms. [redacted]:I am in receipt of your letter dated December 10, 2015 enclosing the customer’s consumer complaint regarding the difficulties the customer and the repair facility experienced while attempting to...

reach CARS via telephone on December 10, 2015 to open a claim on behalf of the customer’s vehicle.After receiving your letter, CARS contacted the repair facility and processed the claim made on behalf of the customer's vehicle. In a goodwill gesture, CARS waived the $100.00 deductible that the customer was responsible to pay pursuant to the Terms and Conditions of his Service Contract.On December 10, 2015 CARS experienced technical difficulties with our telephone system. These technical difficulties affected other businesses in our nearby area as well. These difficulties were beyond our control and we apologize for any inconvenience to the customer and to the repair facility.After the claim was processed CARS went over the claim with the customer and the waiving of the deductible towards the repair of his vehicle.CARS considers this matter now resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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 [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]

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.  I would truly like to understand what the procedure is if when work needs to be done on a holiday, evening or weekend when you are not open.  Are we supposed to wait until you do answer phones?  Even though the claimants happen to be working people who might not be able to get the work done until the next weekend?  What if that causes an accident or worse??  That is something your company should definitely  look into.
Regards,
[redacted]

VIA:    ELECTRONICALLY THROUGH Revdex.com WEBSITE [redacted] RE:      COMPLAINT ID #[redacted] 2004 [redacted] VIN (Last 8): [redacted] OUR FILE NO.[redacted] Dear Ms. [redacted] I am in receipt of your letter dated August 6, 2015, enclosing the above-referenced consumer...

complaint and respond as follows:     According to our records, the customer purchased the above- referenced vehicle on April 19, 2013. On that same date the customer also applied for a CARS Value Plus Service Contract (48 Months/Unlimited Miles) and the same was received with payment and approved by CARS on May 2, 2013. Since the inception of the customer's Service Contract, three (3) claims have been opened on behalf of the customer’s vehicle as follows: First Claim: On October 13, 2013 at 11:09 a.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing timing solenoid issues. We then advised the repair facility that the timing solenoid is a non-covered component under the customer's Service Contract coverage; therefore, we were unable to assist with the repair of her vehicle. Second Claim: On October 28, 2013 at 9:47 a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing timing chain issues. We then went over our claim procedures with the repair facility. During the processing of the claim, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the timing set for $155.79, the timing gasket for $39.79, the valve gasket for $49.79, the oil pan gasket for $19.76. We could also authorize $41.50 towards fluids for the repair. Mitchell Demand labor guide stated that the repair should take 11.3 hours to complete and the repair facility’s labor rate was $59.00 per hour. Therefore, total labor covered was $678.00. The claim was also subject to a $100.00 deductible. We explained that the total value of the claim after the deductible was applied was $982.63, and we could supply the parts as stated above and pay $578.00 towards labor and $41.50 towards fluids for the repair or pay $882.63 towards the repair of the customer's choice. The customer chose to the take the cash allowance. On November 8, 2013, CARS paid $882.63 via credit card to the repair facility pursuant to the Terms and Conditions of the customer's Service Contract. The claim was then closed. Third Claim: On June 1, 2015 at 2:18 p.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing engine issues. We then went over our claim procedures with the repair facility. On June 1, 2015 at 3:03 p.m., CARS advised the repair facility to obtain the customer’s permission to teardown her vehicle to the point of component failure. We further advised that the cost of teardown/diagnostics were the responsibility of the customer per her Service Contract. During the processing of the claim the repair facility advised CARS that the oil passages were restricted with hard carbon and the timing chain had made contact with the timing cover. The repair facility further advised that the #5 cylinder wall was heavily scoured. On June 24, 2015 at 2:10 p.m., after CARS received the cause of failure and estimate from the repair facility, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the engine for $1,935.00. We could also authorize $75.00 towards fluid for the repair. Mitchell Demand labor guide stated that the repair should take 12.1 hours to complete and the repair facility rate is $59.00 per hour. Therefore, total labor covered was $713.90. The claim was also subject to a $100.00 deductible. We explained that the total value of the claim after the deductible was applied was $2,623.90, and we could supply the parts as stated above and pay $75.00 toward fluids for the repair and $613.90 towards labor or pay $2,623.90 towards the repair of the customer's choice. On June 24, 2015, the customer spoke to a Claims Manager and the Director of Operations advising that the customer wanted a new engine installed in her vehicle. Both the Claims Manager and Director of Operations advised the customer that pursuant to the Terms and Conditions of her Service Contract, CARS could supply a used engine for her vehicle. On June 30, 2015 at 1:27 p.m., CARS advised the repair facility that the engine supplied by CARS would arrive at the repair facility between July 3, 2015 and July 7, 2015. We also provided the repair facility with an authorization number to begin the repairs on the customer's vehicle. On July 8, 2015 at 11:14 a.m., the repair facility advised CARS that the customer was unhappy with rust on her engine. CARS advised the repair facility to call CARS with any engine issues. On July 8, 2015 at 4:50 p.m., a claims manager advised the customer that the supplied engine was the correct engine for her vehicle. The claims manager advised the customer that CARS would make the arrangements to pick-up the supplied engine and go over the claim allowance with the repair facility. On July 9, 2015 at 8:57 a.m., CARS advised our supplier that the engine was to be picked up at the repair facility at no cost to the customer. On July 10, 2015, CARS sent the attached letter to the customer advising her of CARS' decision and her Service Contract coverage regarding her June 1, 2015 engine claim. 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 Contract. It states under Terms and Conditions at Paragraph 3 (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 stated. It was the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicle. Any supplied parts we provide are tested and known to be in good working condition. CARS works with suppliers that we trust to provide good, working, quality parts to our customers. Nowhere in our contract does it state that we must provide the customer with a new part when replacing a failed component. It is stated on the service contract under labor: “The authorized time for a repair shall be based on the Mitchell OnDemand labor guide. The hourly labor rate will be the repair facility's rate up to $60.00 per hour. Should your repair facility's rate exceed this amount, you are responsible for the difference.” Mitchell OnDemand labor guide states the removal and installation of an engine to the customer’s vehicle should take 12.1 hours to completer. Pursuant to the Terms and Conditions of the customer's Service Contract, CARS is able to assist with 12.1 hours of labor for the removal and installation of an engine. CARS’ service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverage. Therefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairs. The Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper] coverage. Various provisions of the Service Contract inform the customer what is specifically covered and the customer’s financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and deductible. As stated in the above paragraphs, CARS is still willing to assist in the amount $2,623.90. However, for the reasons stated above, CARS is unable to offer any additional assistance above and beyond $2,623.90 for the June 1, 2015 mechanical claim made on behalf of the customer's vehicle. To reiterate, the supplied engine that CARS selected for the customer’s vehicle is pursuant to the Terms and Conditions of her Service Contract. CARS also waived the $400.00 shipping fees associated with the return of the supplied engine. The customer has Service Contract coverage through May 2, 2017. If a claim is opened CARS will process 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 Value Plus 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. Jason [redacted] General Counsel [redacted] Attachments

June 17, 2017VIA: Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# [redacted]2004 CHEVY EQUINOX LSVIN (Last 8): [redacted]OUR FILE NO.: [redacted]Dear Ms. [redacted]: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, 2017. 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, 2017 with the credit card information supplied by the customer. The 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 2017 and June 2017.On July 13, 2017 at 9:29 a.m. a 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 issues. CARS then reviewed our claims procedures with the repair facility.On July 13, 2017 at 10:56 a.m. CARS advised the repair facility that pursuant to the customer's Service Contract, CARS was only able to assist with the repair of the water pump. CARS 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 facility. CARS 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, 2017 at 11:48 a.m. CARS 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 $28.29. ProDemand labor guide stated the total repair should take 1.4 hours to complete, and the customer's Service Contract pays $60.00 per hour for labor. Therefore, total labor was $84.00. The claim was also subject to a $100.00 deductible. CARS 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 $12.29 to be used towards the specifically-authorized repair. If the customer chose for CARS to ship our supplied part, CARS would not be able to assist with the labor due to the $100.00 deductible. The repair facility advised that would get to us with the customer's decision.On July 13, 2017 at 1:29 p.m., CARS went over the amount we could assist with the repair of the vehicle with the customer. CARS 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 thermostat. CARS then went over the covered components with the customer. The customer then requested to speak with our cancellation department.On July 13, 2017 at 1:30 p.m., the customer advised CARS that she would like to cancel her Service Contract coverage. CARS emailed a Service Contract Cancellation Form to the customer. The 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 therein. The 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 failure. Here, valve cover gasket, upper and lower intake gaskets, fuel tank pressure sensor are not listed for coverage under the customer's Service Contract. Therefore, 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 2 (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 normal 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' specifications. The 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 stated. Here, CARS is able to supply was able to supply a water pump for the repair of the customer's vehicle for $28.29 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 guide. The hourly labor rate will be the repair facility's rate up to $60.00 per hour. Should 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 $135.00 per hour. ProDemand labor guide allows 1.4 hours for the replacement of the water pump; therefore, the total value of the labor portion of the thermostat claim was $84.00. Here, the customer would be responsible for any amount over $60.00 per hour for the labor costs and any labor time over 1.4 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" 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, filters, taxes, non-covered components, the difference in labor rates and deductible.The customer has Service Contract coverage through July 26, 2017. 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[redacted]General Counsel

RE: COMPLAINT ID #[redacted]2004 CADILLAC CTS VIN (Last 8): [redacted] OUR FILE NO.: C-[redacted]
[redacted]I am in receipt of your letter dated December 28, 2015 enclosing the customer's consumer complaint.Upon receiving the customer's consumer complaint, CARS attempted to reach the customer directly...

and yesterday, January 14, 2016, the customer returned our telephone call. The customer was agreeable to CARS offer of resolution to her consumer complaint.CARS now considers this matter resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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 P. [redacted]General Counsel

From: [redacted]Date: Thu, Jun 16, 2016 at 3:26 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com [redacted]
This is Mrs. [redacted] regarding to my 07 Chrysler truck. They are charging me $385 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 $385 in order for me to release my truck. I do not have $385 they should've called me, I want them to pay for my truck and to get it fixed. Chris said water got into my motor they want me to pay to break the motor in car protection, his name is Jim. From: [redacted]Date: Fri, Jun 17, 2016 at 11:59 AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted]To: Revdex.com <i[redacted]
his im writting about the 07 chrysler the car protection plan to the people who have my truck to chech the oil level n tire pressure n aact an day didnot contect me tell me that they are going to check my pressure on the truck now they wont me to pay 385 dollar for what they should have call me before they did any thing now the car lot people will not release my truck until I pay them they money I dont have no money for what

VIA: SUBMITTED TO Revdex.com WEBSITEDear Ms. [redacted]:I am in receipt of your letter dated March 20, 2017 enclosing the above-referenced consumer complaint. I would like to respond in the following manner: On July 29, 2015 the customer purchased the above-referenced vehicle. On that same date, the customer...

also applied for a CARS Value Plus Service Contract (48 Months/Unlimited Miles) and the same was accepted with payment by CARS on August 1, 2015 (the attached “Service Contract").Since the inception of the customer's Service Contract two (2) claims have been opened as follows:First Claim: On February 22, 2017 at 9:28 a.m., CARS received a telephone call from a repairfacility advising that the customer's vehicle was experiencing starter, emergency brake, front wheel bearing, and left front spring issues. We then went over our claim procedure with the repair facility.Pursuant to the Terms and Conditions of the customer's Service Contract, on February 28, 2017 CARS paid the repair facility in the amount of $173.00 for the repair of the customer's vehicle via credit card. Pursuant to the Terms and Conditions of the customer's Service Contract, on March 9, 2017 CARS paid our supplier in the amount of $342.07 for parts for the repair of the customer's vehicle via check.Second Claim: On March 7, 2017 at 10:07 a.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing grinding noises when the vehicle was starting. The repair facility advised that the flywheel in the customer's vehicle had failed. We then went over our claim procedure with the repair facility.Upon review of the repair facility's estimate, CARS ordered a flywheel for the repair of the customer's vehicle. Due to circumstances beyond CARS' control, the estimated arrival time of the flywheel is March 23, 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 of her Service Contract. It is stated in the Service Contract 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 stated. It is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicle. Here, the customer chose to have the parts supplied by CARS for the repairs needed for the March 6, 2017 mechanical claim opened on behalf of her vehicle.The customer's Service Contract states at Paragraph 2(m): "PROVISIONS OF THE SERVICE CONTRACT: CARS will not be responsible for any time lost, any inconvenience caused by the loss of use of Your vehicle, the quality of the repair by the repair facility or for any other incidental or consequential damages You may have." Here, the customer is not entitled to any reimbursement for any inconvenience caused by the loss of her vehicle.However, in a goodwill gesture, CARS is willing to reimburse the customer in the amount of $250.00 towards her additional expenses caused by the shipping delay of the supplied parts for the flywheel claim opened on behalf of her vehicle. CARS will issue a check directly to the customer upon CARS receipt of a properly submitted invoice for the repair of the customer's vehicle by the repair facility.CARS would like to point out here that we have no control over our supplier's shipping times and delays. When made aware of delays, CARS contacts our suppliers for updated information and will advise the repair facility of any changes in the delivery date. We apologize for the delay of the flywheel.The customer has Service Contract coverage through August 1, 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 her 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, General Counsel

November 15, 2017VIA:      EMAIL/WEBSITE [redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      COMPLAINT NO:  [redacted]2007 CHRYSLER...

PACIFICA                                    VIN (Last 8):  [redacted]                                    OUR FILE NO.:  [redacted]            Dear Ms. [redacted]:             I am in receipt of your letter dated November 13, 2017, and respond as follows:  According to our records, the customer purchased the above-referenced vehicle on October 13, 2017. On that same date, the customer also applied for a CARS Value Plus Service Contract (3 Months/Unlimited Miles) and the same was received with payment and approved on October 16, 2017.  (See attached “Service Contract”)           On October 17, 2017 at 10:36 a.m., the customer advised CARS that her vehicle was experiencing shuttering and grabbing issues. The customer advised that the torque converter may have needed to be replaced. The customer further advised that the issues with her vehicle began on Saturday (October 14, 2017). CARS then went over our claim procedures with the customer. On October 27, 2017 at 9:46 a.m., CARS reviewed the customer’s Service Contract coverage with her.  On November 13, 2017 at 9:40 a.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issues. CARS then went over our claim procedures with the repair facility. For all incoming calls, CARS notifies callers that phone calls may be recorded. On November 13, 2017 at 10:20 a.m., CARS management reviewed the recorded telephone call between the customer and our customer service representative on October 17, 2017.  During this telephone call, the customer advised CARS that the issues with her vehicle began on October 14, 2017, which was prior to Service Contract acceptance on October 16, 2017; therefore, pursuant to the customer’s Service Contract, CARS was unable to assist with the repair of the customer’s vehicle. On November 13, 2017 at 10:37 a.m., CARS advised the repair facility that we could not assist with the November 13, 2017 transmission claim made on behalf of the customer’s vehicle because the transmission issues were present on October 14, 2017 which was prior to Service Contract acceptance on October 16, 2017. On November 13, 2017 at 11:11 a.m., a claims manager reviewed the claim with the customer and advised that we were unable to assist since the failure occurred on October 14, 2017, which was prior to Service Contract acceptance on October 16, 2017.  The customer then requested that she wanted to speak to the claims manager’s supervisor.  The customer was then transferred to CARS’ claim director. On November 13, 2017 at 11:15 a.m., the claims director reviewed the claim with the customer.  The claims director advised the customer that we were unable to assist with the repair of her vehicle since the failure to her vehicle occurred prior to her Service Contract acceptance. On November 13, 2017 at 1:45 p.m., the customer requested the name of the receptionist that she spoke to on October 17, 2017.  Our claims director advised the customer that we have several receptionists and she did not know who she spoke to on October 17, 2017. The customer than asked for the names of anyone who could have answered the telephone at CARS.  Our claims director declined to provide her with the names of CARS’ receptionists; however, she did provide the customer with the name of the customer representative who spoke to her. CARS will email the customer the name and contact numbers for the General Counsel and the President. By the customer’s signature on her Service Contract application, she acknowledged that she read, understood and agreed to its Terms and Conditions.  Directly above the customer’s signature, it states:  “I have read, understand, and agree to the Covered Components and Terms and Conditions as stated on this entire Service Contract application. This Service Contract application does NOT go into effect until: (1) this completed application is received by CARS, (2) with proper payment, and (3) approved by CARS, which MAY BE DIFFERENT than My date of vehicle purchase.” Additionally, the Terms and Conditions at Paragraph 1(b) states: “COMPONENTS AND EXPENSES NOT COVERED:  Component failures occurring before the date CARS receives and approves this Service Contract application are not covered.”  Here, as stated previously, on October 17, 2017, in a recorded call, the customer advised CARS that her vehicle began to experience transmission issues on October 14, 2017, which was prior to Service Contract acceptance on October 16, 2017.  Based on the information provided by the customer, her vehicle began to experience issues prior to CARS acceptance of her Service Contract on October 16, 2017.  CARS was not aware of any mechanical issues with the customer’s vehicle when we approved his Service Contract application. CARS does not accept service contract applications if CARS is made aware of mechanical failures prior to CARS receiving and approving the service contract application with payment.  If CARS had been made aware that the customer’s vehicle was experiencing mechanical issues prior to CARS’ acceptance of her Service Contract with payment on October 16, 2017, CARS would have rejected and sent back the customer’s Service Contract application with payment to the selling dealership.   When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service Contract.  As stated in the above paragraphs, the customer’s vehicle is not eligible for assistance with any failures that were present prior to CARS’ acceptance of her Service Contract on October 16, 2017. In addition, CARS relies that customers’ vehicles are in good working condition when a Service Contract application is submitted for coverage through CARS.  Furthermore, CARS service contracts are to be utilized for mechanical failures that occur during the coverage term and are not for mechanical failures that occur or are present prior to Service Contract acceptance by CARS.   For the reasons stated above, CARS is unable to assist with the repair of the customer’s vehicle.  However, the customer’s vehicle has Service Contract coverage through January 16, 2018. Should she customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her Service Contract.  If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service contract. When a claim is presented, CARS promptly investigates all circumstances surrounding the claim.  CARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair.  If you have any further questions, please contact my office. Sincerely,Jason ** M[redacted]                                �...⇄ General CounselJPM/jmm

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,
U
[redacted]as 5 different mechanics told me that the engine needed to be replaced. I ask this company to come out and inspect the engine and they refused. The head if the service department told this adjuster from this company that the repair that they approved did not fix the problem, the car was not properly maintain by the previous owner and we did oil changes but it did not help the problem. The adjuster told me well you drove the car in. Yes I did but also had to pray that I did not have to stop because every time I had to stop the car overheated so I did not drive it in with out definite issues.  This company is putting me at risk by not doing the repairs these mechanics advised. It is not my fault the owner sold this car like this nor am I to be punished.  When they gave me this warranty that I paid for they accepted the problems I may have do to the other owners neglect.  I feel that I paid them in good faith to take car of my car and no I had the good faith that they would take care of my car.  I do not see that they are doing what I paid for in regards to fixing my car properly.  As the mechanics told me this car may be fine for a year if I am lucky with this bandaid repair. So what I am suppose to sell this car to someone else and hope they do not have problems. quite honestly I think they refused to look at the engine cause they may have to admit they need to replace the engine. Honestly that is what I have been suggested to do, do you consider this good practice by this warranty company because I sure do not accept the offer that they are giving me.  I will still have to replace the engine and this car will never be worth what I paid for it, and if someone does a car fax this information will be given to them so do you think I can sell it, no so I am out 6 grand and another 4 grand to replace the engine on my own.

February 5, 2018VIA:  Revdex.com WEBSITE Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      2005 JEEP GRAND...

CHEROKEE                                    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 1, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.  I would like to respond as follows:   CARS has issued a check to the customer for a full refund of the amount he paid for his Service Contract and considers this matter now resolved.   When a claim is presented to our company, we fully investigate the circumstances surrounding the claim.  We honor every contract that we sell and we stand behind our product 100%.  If you have any further question, please contact my office. Sincerely,Jason ** M[redacted]General Counsel JPM/jmmAttachment