Fox Concrete

PROTECTION PLUS Dear Ms. [redacted]I am in receipt of your letter dated March 20, 2017, enclosing the above-referenced consumer complaint and respond as follows:CARS has contacted the customer and advised that in a goodwill gesture, CARS will issue the customer's lienholder a prorated refund of the...

amount that CARS received for the customer's Service Contract. CARS will also advise the selling dealer of the prorated portion that they are responsible to pay the customer's lienholder. CARS is waiting on the customer to provide the lienholder's information so that we may process our portion of the refund.CARS considers this matter resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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.

May 18, 2016VIA: Submitted to Revdex.com website[redacted]RE: COMPLAINT ID #[redacted]2002 CHEVY SILVERADO 1500 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:1 am in receipt of your letter dated May 17, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to...

our records, the customer purchased the above-referenced vehicle on February 5, 2016. On that same date the customer also applied for a CARS Power Train Service Contract (3 Months/4,500 Miles) and the same was received with payment and approved by CARS on February 5, 2016. The customer’s Service Contract expired on May 8, 2016; however, CARS will pay for the transmission repair pursuant to the Terms and Conditions of the customer's Service Contract since a transmission claim was opened prior to the expiration date of his Service Contract.First Claim: On March 9, 2016 at 2:58 p.m., a repair facility advised CARS that the customer's vehicle was experiencing purge valve issues. CARS advised the repair facility that the purge valve was a non-covered component under the customer's Service Contract.Second Claim: On April 25, 2016 at 1:19 p.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issues. CARS then reviewed our claim procedures with the repair facility. CARS further advised the repair facility to obtain the customer's authorization to perform a limited teardown on the customer's vehicle to determine the cause of failure and extent of damage to the customer's vehicle. CARS advised that if the limited teardown does not provide the cause of failure then a full teardown would be necessary. CARS further advised that the customer is responsible for all diagnostic and tear-down costs for his vehicle.On April 27, 2016 at 10:56 a.m., the repair facility advised CARS that they had found ground metal and clutch material in the transmission pan. CARS then went over the amount we could authorize with the repair facility as follows: We could supply the transmission for $700.00. Demand labor guide stated that the repair should take 7.8 hours to complete and the customer’s service contract pays up to $60.00 per hour. Therefore, total labor covered was $468.00. 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 $1,068.00, and we could supply the parts as stated above and pay $368.00 towards labor or pay $1,068.00 towards the repair of the customer’s choice. We then asked the repair facility to get back us with the customer's decision.On April 27, 2016 at 10:56 a.m., the customer advised CARS that he was unhappy with the amount CARS was authorizing for the repair of his vehicle. CARS reviewed the transmission claim with the customer. CARS further advised that pursuant to his Service Contract, CARS could only assist with $60.00 per hour for labor and the repair facility chosen by the customer charged $120.00 per hour for labor. The customer advised that he would telephone the repair facility with his decision.On April 29, 2016 at 9:30 a.m., the repair facility advised that the customer would like CARS to ship the transmission to the repair facility. Later that same day, CARS provided an authorization number to the repair facility to begin the repair to the customer's vehicle.On May 10, 2016 at 3:30 p.m., the repair facility advised CARS that the supplied transmission had no reverse. CARS advised that we would notify our supplier of the problem.On May 11, 2016 at 1:34 p.m., CARS advised the customer that we were checking on the status of the transmission. CARS also reviewed our rental benefits with the customer and advised that he did not qualify for rental benefits pursuant to the Terms and Conditions of his Service Contract.On May 16, 2016 at 9:44 p.m., our supplier advised CARS that the supplied transmission would arrive on May 17, 2016.On May 16, 2016 at 2:36 p.m., CARS advised the customer that the supplied transmission should arrive on May 17, 2016. CARS advised the customer that pursuant to his Service Contract, CARS did not assist with any time lost or inconvenience caused by the loss of his vehicle.The supplied transmission was delivered to the repair facility on May 16, 2016 at 2:55 p.m.By the customer's signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained therein. The customer’s service contract states under terms and conditions at Paragraph 3(f): “SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned 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 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. Any supplied parts we provide are tested and known to be in good working condition. Nowhere in our contract does it state that we must provide the customer with a new part when replacing a failed component. Here, the customer chose to have CARS supply the transmission to the repair facility for the repair of his vehicle.The customer's Service Contract states at Paragraph 2(m): “PROVISIONS OF THE SERVICE CONTRACT: C.A.R.S. 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.” CARS has no control over our suppliers shipping dates or errors in shipping; however we do have an obligation to the customer to ensure that we make every effort to ensure that the customer’s vehicle is repaired as quickly as possible. As stated above are supplied parts are to be tested by our suppliers; however, the supplied transmission was not working properly when installed into customer’s vehicle. Here, in a goodwill gesture, CARS is waiving the $100.00 deductible for the transmission claim.It is stated at Paragraph 2(C): 'PROVISIONS OF THE SERVICE CONTRACT: The Service Contract does NOT go into effect until: fl) this application is_received by CARS Protection Plus, Inc. ("CARS”), (2) with proper payment, and f31 approved bv CARS, which may be different than my date of vehicle purchase. This 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 expired on May 8, 2016; therefore, since the claim was opened prior to the expiration of the customer's Service Contract, CARS will assist with the transmission claim pursuant to the Terms and Conditions of the customer's Service Contract. However, the supplied transmission will not have coverage beyond once the transmission claim is closed.The rental benefits of the customer’s service contract states: "The Service Contract Holder will be reimbursed $25.00 for each eight hours of ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $300.00 per claim, if proof of rental is provided with an authorized claim. Down time, regardless of reason, is not included.” Here, as stated above the time to repair the covered components (transmission) was 7.8 hours based on ProDemand Labor Guide; which would not have entitled the customer any reimbursement towards rental expenses. However, in a goodwill gesture, CARS will issue the customer a check for $200.00 which represents additional eight (8) days that it took for a second supplied transmission to arrive at the repair facility.The customer 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 offailure." Here, the customer refers to a claim opened in April; however, the only claim opened prior to the April 25, 2016 claim was on March 9, 2016 for purge valve issues. The purge valve is not listed for coverage under the customer's Service Contract.The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive" coverage. Therefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairs. The Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverage. Various provisions of the Service Contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates and deductible. CARS apologizes for any inconvenience that the delay in the arrival of second supplied transmission has caused the customer. Although CARS had no control over the shipping time of the supplied parts or the failure of the first supplied transmission, in a goodwill gesture, CARS is paying the customer for eight (8) days of rental benefits and waiving the $100.00 deductible.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.

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.My vehicle would not be repaired by Cars Protection Plus due to a previous owners wreck and as such I believe it falls under the federal Magnuson-Moss Act (15 U.S.C. 2301-2312) for a pro-rated refund.
Regards,
[redacted]

June 9, 2016 VIA: Submitted to Revdex.com website [redacted] Revdex.com of Western Pennsylvania [redacted] RE:      COMPLAINT ID #[redacted] 2006 PONTIAC GTO VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms. [redacted]: 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, 2016. On that same date the customer also applied for a CARS Power Train Service Contract (3 Months/4,500 Miles] and the same was received with payment and approved by CARS on March 16, 2016. The customer’s Service Contract will expire on June 16, 2016. On June 3, 2016 at 10:40 a.m., a repair facility advised CARS that the customer's vehicle was experiencing prop shaft issues. CARS then reviewed our claim procedures with the repair facility. On June 3, 2016 at 1:45 p.m., CARS went over the amount we could authorize with the repair facility as follows: We could supply the driveshaft for $450.00. ProDemand labor guide stated that the repair should take 1.4 hours to complete and the customer’s service contract pays up to $60.00 per hour. Therefore, total labor covered was $84.00. 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 $434.00, and we could supply the part as stated above and pay $84.00 towards labor or pay $434.00 towards the repair of the customer’s choice. We then asked the repair facility to get back us with the customer's decision. By the customer’s signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained therein. The customer's service contract states under terms and conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned 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 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. Any supplied parts we provide are tested and known to be in good working condition. 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 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 purchase. This 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, 2016. The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive" coverage. Therefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairs. The Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverage. Various provisions of the Service Contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates and deductible. Pursuant 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 vehicle. However, 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 responsibility. The customer advised CARS that he is agreeable to this. CARS now considers this Revdex.com complaint as 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 my office.Sincerely,Jason P. M[redacted]General Counsel  JPM/jmm Attachment

January 9, 2017VIA: SUBMITTED TO Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2002 DODGE 1500 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated January 3, 2017 enclosing the...

above-referenced consumer complaint. I would like to respond in the following manner: On February 29, 2016 the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Value Plus Service Contract [12 Months/Unlimited Miles) and the same was accepted with payment by CARS on March 2, 2016 [the attached “Service Contract"). On March 31, 2016, the customer extended his Service Contract coverage for twelve [12) months.On November 29, 2016 at 2:02 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 issues. We then went over our claim procedures with the repair facility.On November 29, 2016 at 3:02 p.m., the repair facility advised CARS in a recorded telephone that the customer's vehicle has no alterations/modifications. The 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 differential. CARS then reviewed our claim procedures with the repair facility.On December 27, 2016 at 1:14 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 housing. CARS 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, 2016. The independent inspector found the customer's vehicle to have oversize tires. After 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, 2016 at 10:25 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 Contract. CARS further advised that CARS was unable to assist with the repair of the customer's vehicle pursuant to the customer's Service Contract. The claim was then closed by CARS.On December 30, 2016 at 11:06 a.m., CARS advised the customer of the cancellation of his Service Contract. We 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 therein. It 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, 2016 at 3:02 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 size. The alterations/modifications of the customer's vehicle are not according to the manufacturer's specifications. The alterations/modifications can affect the way the vehicle performs and also can cause undue mechanical problems with the vehicle. Here, 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 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." 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 refund. This Service Contract Cancellation form was also mailed to the customer on December 30, 2016. 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. As stated above, CARS became aware of the alterations/modification to the customer's vehicle when an independent inspection was performed on the customer's vehicle. Once notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediately. The 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 claim. We 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

August 21, 2017VIA: SUBMITTED TO Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2007 MAZDA CX-7 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated August 14, 2017, enclosing...

the above-referenced consumer complaint. I would like to respond in the following manner: On May 20, 2017, 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) and the same was accepted with payment by CARS on June 15, 2017 (the attached "Service Contract"]. The customer has vehicle coverage on her vehicle until September 15, 2017 or 148,720 miles, whichever occurs first.On July 28, 2017 at 10:50 a.m., a mechanical claim was opened by a repair facility on behalf of the customer's vehicle.On July 28, 2017 at 11:20 a.m., the repair facility advised CARS that the customer’s complaint was that the vehicle was leaking oil, a there was a suspension noise when driving and the check engine light "CEL" was displayed. The repair facility found that there were severe oil leaks from the pcv hose, turbo, rear axle seals and the oil cooler; however, the oil level in the oil cooler was full and the condition was good. There were severe leaks from the a/c condenser and the radiator at the tank seam. The coolant level was low in the expansion tank, but the condition was good. The repair facility stated that there were no other coolant leaks. The rear differential fluid was in range and the condition was fair. There were no other rear differential leaks. The right c/v boot was torn. The repair facility found the right outer tie rod end was loose and was the cause of the suspension noise. The thermostat range was stuck open and not warming in a specified time. The EGR was stuck partially open and the purge valve was stuck closed. There were codes with the camshaft. The repair facility found that when the vehicle starts it rattles like a loose chain, but the noise goes away after about 30 seconds. The repair facility stated that in the past all the vehicles they have taken apart had chains that were stretched. CARS then advised the repair facility that we would have all the information reviewed and would call back with how to proceed with the claim.On July 28, 2017 at 11:20 a.m., the repair facility confirmed with CARS that the mechanical issues with the customer's vehicle were the result of the failure/stretching of the timing chain and not a result of the oil leaks and the pressure loss caused by the oil leaks.On July 28, 2017 at 11:58 a.m., after the claim was reviewed by management, CARS advised the repair facility that all the non-covered components (i.e. thermostat, radiator, rear axle seals, turbo, tie rod, purge valve, a/c condenser, oiler cooler, c/v boot, EGR valve and pcv hose) would need to be repaired and replaced on the customer's vehicle and the “CEL" cleared. The vehicle would then need to be retested prior to CARS being able to determine if CARS could move forward with possible assistance for any remaining timing chain issues.On July 31, 2017 at 10:51 a.m., after obtaining permission from the customer to discuss the claim with her husband, CARS went over the claim with him. The customer's husband inquired as to why CARS was requiring repair of the vehicle prior to determining if we could offer assistance. During that telephone call, CARS advised the customer's husband that only the timing chain would be available for possible coverage and all other items in need of repair are non-covered components. We also advised the customer's husband that the oil leaks would need to be corrected, the “CEL" cleared and the vehicle retested to determine if a timing chain issue was present. CARS also advised the customer's husband that the repair facility advised CARS that the noise goes away after 30 second, which is not common with a stretch timing chain issue. The customer's husband was not happy with the claim status and was transferred to CARS Claims Director for further assistance.On July 31, 2017 at 11:11 a.m., CARS' Claims Director attempted to explain several times to the customer's husband that the oils leaks would need to be addressed first so that any failures to the timing chain would be determined. The customer's husband then inquired about a cancellation and any refund amount. CARS' Claims Director advised that the customer would need to contact our cancellation department. Once the customer was on the line, the call was transferred to the cancellation department.On August 1, 2017 at 1:06 p.m., CARS returned a telephone call to the repair facility and again explained that CARS could not move forward with any possible assistance with the timing chain portion of the claim until all the oil leaks and non-coverage components were repaired and the “CEL" cleared and the vehicle was retested.By the customer's signature on her Power Train Service Contract under the Acceptance to Terms, she acknowledged that she read, understood and agreed to the Covered Components and Terms and Conditions contained therein. The customer's Service Contract states at: “COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." Also, at Paragraphs 1 (a) & (q): "COMPONENTS AND EXPENSES NOT COVERED: COMPONENTS NOT LISTED REGARDLESS OF FAILURE. COVERAGELIMITED TO THIS SPECIFIC VERSION OF THE CONTRACT, REGARDLESS OF OTHERREVISIONS." And "FLUID LEAKS AND DAMAGE CAUSED BY FLUID LEAKS." Here, the repair facility that the customer chose to repair her vehicle advised that the vehicle was experiencing multiple component failures and severe oil leaks. As stated above, those components are not listed for coverage under the customer's Service Contract and also oil leaks and damage caused by oil leaks are specifically not covered. Therefore, those repairs would be the sole responsibility of the customer to repair. After repair of the non-covered components, including all oil leaks, and the “CEL" light cleared, the repair facility would need to retest the vehicle to determine if a timing chain failure was still present with the customer's vehicle.As you can see from the above information, the July 27, 2017 mechanical claim opened on behalf of the customer's vehicle has neither been approved nor denied. CARS is not requesting any undue repairs or tear-down, CARS is just trying to determine the actual failed components of the vehicle to ensure that it is properly repaired the first time.As of this date, CARS is still waiting for the repair of the oil leaks and the noncovered components to determine if there is a remaining issue with the timing chain. If after the repairs are completed and the repair facility confirms any remaining timing chain issues, CARS will then be able to move forward with the claim to determine if the timing chain repair will be covered pursuant 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 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

VIA: SUBMITTED TO Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: Complaint No. [redacted]2006 TOYOTA AVALON VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated...

November 17, 2016, enclosing the above- referenced consumer complaint. I would like to respond in the following manner: On March 18, 2013, 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 March 19, 2013 (see attached Service Contract].On January 12, 2015 at 1:11 p.m., the customer advised CARS that there was a misfire on cylinder #4 and #5 and a possible ignition coil issues. CARS then reviewed the customer's Service Contract coverage and our claims procedures. CARS also reviewed repair facility criteria with the customer.On July 14, 2016 at 4:01 p.m., the customer advised CARS that his vehicle was experiencing CV joint and lower control arm issues. CARS reviewed ball joint/control arm coverage, Service Contract coverage and our claims procedures. We also reviewed the $100.00 deductible pursuant to his Service Contract.On July 14, 2016 at 4:20 p.m., the customer telephoned CARS to go over the diagnostic charges. CARS then reviewed diagnostic, tear-down and parts and labor assistance pursuant to the customer's Service Contract.On July 15, 2016 at 10:42 a.m., a repair facility advised CARS that the customer's vehicle was experiencing a right inner tie rod, right CV shaft and alignment issues. CARS then reviewed our claims procedures.On July 15, 2016 at 1:59 p.m., the repair facility advised CARS that the customer's vehicle was experiencing a noise. The repair facility advised that the noise was the result of a failed CV joint and right front inner tie rod. The repair facility advised that there were no other issues. CARS again went over our claim procedures with the repair facility.On July 15, 2016 at 2:02 p.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the axle for $67.89. ProDemand labor guide stated the total repair should take 2.0 hours to complete, and the customer's Service Contract pays $60.00 per hour for labor. Therefore, total labor was $120.00. 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 $87.89. 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 $87.89 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 labor in the amount of $20.00. The repair facility advised that they would get back to us with the customer's decision.On July 15, 2016 at 2:38 p.m., CARS reviewed the options we could assist with the repair of his vehicle. The customer was unhappy with our claim allowance. CARS advised the customer to have the repair facility telephone us with his decision.On July 18, 2016 at 8:51 a.m., the repair facility advised CARS that the customer took his vehicle without having the repairs performed on his vehicle.By the customer's signature on his Value Plus Service Contract acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract. The customer's Service Contract states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used,rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we used the cost of the part to be calculated towards the total amount of the claim. The part could either be shipped to the repair facility or included in the amount of the claim allowance 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. Any supplied parts we provide are to be tested by our suppliers and known to be in good working condition. 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 in the service contract: "LABOR: The authorized time for a repair will be based on 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. NOT COVERED: tear-down and diagnosis." Here, on July 15, 2016, the repair facility advised CARS that the labor rate for the repair of the customer's vehicle was $110.00 per hour. Pursuant to the customer's Service Contract, he is responsible for any labor costs that are exceeded by the repair facility.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 his financial responsibility for the tear-down, diagnosis charges, filters, difference in labor rate, labor time, shop supplies, programming, non-covered components, maintenance items and taxes.For all the reasons stated above, CARS is unable to provide any further assistance with the repair of the customer's vehicle.In his consumer complaint the customer states that he would like a refund of his Service Contract. The customer's service contract states:ADDITIONAL STATE DISCLOSURES: TEXAS: The Service Contract holder may cancel the contract at any time. If a service contract holder cancels a service contract before the 31st day after the date of purchase, C.A.RS.:(a) Shall refund to the service contract holder the full purchase price of the contract, decreased by the amount of any claims paid under the contract;(b) may not impose a cancellation fee.If a service contract holder cancels a service contract before on or after the 31st day after the date of purchase, C.A.RS.:(a) Shall refund to the service contract holder the prorated purchase price of the contract, reflecting the remaining term of the contract based on mileage, time, or another reasonably measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and(b) may not impose a reasonable cancellation fee not to exceed $50.(c) A provider who does not pay the refund or credit the service contract holder's account before the 46th day after the notice of cancellation is received by the provider is liable to the service contract holder for each month an amount remains outstanding equal to 10 percent of the amount outstanding. The penalty is in addition to the full or prorated purchase price of the contract that is owed to the service contract holder under this section or the terms of the contract.The customer is entitled to a prorated refund under Texas statute. CARS has calculated the amount due the customer as followsRetail cost of the Service Contract: Term of service contract - 48 months $ 1,500.00Less forty-four [44] months proration@$31.25 per mo - $ 1,375.00Less service fee - $ 50.00Total refund owed by CARS Please note that CARS service contracts are sold wholesale to selling dealers. The selling dealer had a right to mark up the cost of the Service Contract for a profit. Therefore, what the customer paid for her Service Contract (i.e. $1,500.00) is not what CARS received for the cost of the customer's Service Contract; however, CARS is willing to pay the prorated refund based on the retail price of the Service Contract.It is the customer's decision whether he wants a refund or to keep his Service Contract coverage through his expiration date of March 19, 2017. CARS asks that the customer contacts CARS either directly or through the Revdex.com by December 9, 2016, with his decision. The customer's Service Contract will remain in effect through December 9, 2016, or until we hear from him, whichever occurs first.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, JPM/jmmAttachment

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

October 2, 2015VIA:    SUBMITTED TO Revdex.com WEBSITE RE:       COMPLAINT ID #[redacted] 2005 CHEVROLET IMPALA VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms. [redacted]: I am in receipt of your letter dated September 28, 2015, enclosing the above-referenced...

complaint. Our records reflect that the person filing this Complaint is not the owner of the service contract. If you have any questions, please do not hesitate to contact me. Sincerely, Jason *. M[redacted]General Counsel

January 27, 2017VIA: Revdex.com WEBSITERE: COMPLAINT ID #[redacted]2006 FORD EXPLORER VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated January 26, 2017, enclosing the above-referenced consumer complaint and respond as follows: On December 9, 2016, the...

customerpurchased the above-referenced vehicle. On that same date, the customer also applied for a CARS Value Plus Service Contract (24 Months/Unlimited Miles) and the same was accepted with payment by CARS on December 12, 2016 (the attached “Service Contract").After a management review of the customer's consumer complaint, CARS determined that the customer was entitled to full refund of the amount CARS received for his Service Contract.By the customer's signature on his Service Contract he stated that he read understood and agreed to the Terms and Conditions contained therein. It states under Terms and Conditions at Paragraph 5 (a through d): CANCELLATION PROVISIONS: "You have the right to cancel Your Service Contract up to 20 days from the effective date as stated on Your Cars I.D. card by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received bv CARS, less any claims paid.Please note that CARS service contracts are sold wholesale to selling dealers. Therefore, what the customer paid for his Service Contract is not what CARS received for the cost of his Service Contract. The amount received by CARS will be reflected in the copy of the check sent to customer's lienholder. CARS will advise the selling dealer that the customer is eligible for a refund and the selling dealer is responsible for providing the remaining amount to the customer's lienholder.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

July 8, 2016VIA: Submitted to Revdex.com website[redacted]Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: COMPLAINT ID #[redacted]2004 CHEVY 1500 VIN (Last 8): [redacted] OUR FILE NO.: [redacted]Dear Ms. [redacted]I am in receipt of your letter dated July 5, 2016, enclosing the...

above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above- referenced vehicle on February 26, 2015. On that same date the customer also applied for a CARS Value Limited Service Contract (48 Months/55,000 Miles] and the same was approved by CARS on March 16, 2015. (See Attached Service Contract)On June 30, 2016 at 1:58 p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing steer box, head gaskets and knock sensor issues. CARS then reviewed our claim procedures with the repair facility.During the processing of the claim, on July 1, 2016 at 11:33 a.m., the repair facility advised CARS that the customer's vehicle was altered/modified with oversized tires. The repair facility further advised that the steering box, knock sensor and head gaskets had failed.On July 1, 2016 at 11:52 a.m., the customer advised CARS that he purchased his vehicle with oversized tires.On July 1, 2016 at 1:35 p.m., CARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was unable to assist with the repair of the customer's vehicle because the customer’s vehicle was altered/modified with oversized tires. CARS further that pursuant to the Terms and Conditions of the customer's Service Contract the customer's Service Contract was now cancelled and CARS would issue a prorated refund with a signed release from the customer.On July 1, 2016, CARS mailed the attached letter and Service Contract Coverage Cancellation & Release to the customer advising that his Service Contract was now void and upon CARS’ receipt of the executed Service Contract Coverage Cancellation & Release, a refund would be sent to his lienholder or the selling dealer.By the customer's signature on his Value Limited Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained therein. It is stated under the Terms and Conditions at Paragraph 1(d): “COMPONENTS AND EXPENSES NOT COVERED: Vehicles modified or altered from the original manufacturer's specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed." Here, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer’s vehicle was equipped with oversized tires. On July 1, 2016, the customer advised CARS in a recorded telephone call that the oversized tires were on the vehicle when he purchased it.The customer’s service contract also states at Paragraph 2(g): "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall void the service contract." However, since the customer’s vehicle was already altered/modified when the customer purchased it, CARS will refund a prorated amount of the monies that CARS received from the selling dealership for the cost of the customer's Service Contract.Here, we assumed that the customer’s vehicle met our eligibility requirements when the vehicle was approved by CARS on March 16, 2015. It was not until the processing of the June 30, 2016 claim that CARS became aware of the alterations/modifications to the customer’s vehicle. The alterations/modifications of the customer's vehicle are not according to the manufacturer's specifications.CARS relies on the information provided to us by the dealer, repair facilities and customers since we cannot inspect every vehicle that has a service contract with us. Here, on July 1, 2016, the repair facility advised CARS in a recorded telephone call that the customer's vehicle was altered/modified with oversized tires. Once notified of a modified/altered vehicle, CARS has the right to cancel the service contract immediately. The customer's Service Contract is now cancelled; therefore, the customer no longer has service coverage under any of CARS service contracts.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

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.
As stated in the initial complaint, C.A.R.S. does NOT have the right to supply salvaged parts. C.A.R.S. paid $2,160 for the salvaged engine. See attached invoice. If you add $2,160 the amount they paid for the engine along with 12.1 hours of labor $726 and $75 for fluids, it totals $2,961. Which is more than what C.A.R.S. is offering to pay for the repairs ($2,636). The offer does NOT equal their actual documented costs. C.A.R.S. response repetitively copied the terms and conditions of the contract instead of addressing the actual complaint details. As previously stated in initial complaint the definition of salvage is different from the definition of used.
Regards,
[redacted]

March 21, 2017I am in receipt of your letter dated March 16, 2017 enclosing the above-referenced consumer complaint. I would like to respond in the following manner: On December 7, 2016 the customer purchased the above-referenced vehicle. On that same date, the customer also applied for a CARS...

Ultimate Value Service Contract (48 Months/Unlimited Miles) and the same was accepted with payment by CARS on December 12, 2016 (the attached “Service Contract").Since the inception of Service Contract coverage, two (2) mechanical claims were opened on behalf of the customer's vehicle as follows:FIRST CLAIM: On January 3, 2017 at 2:31 p.m., a repair facility advised CARS that the customer's vehicle was experiencing front hub bearing issues. CARS then went over our claim procedures.On January 4, 2017 at 8:52 a.m., CARS reviewed our claim procedures and then went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply both front hubs for $164.29. ProDemand labor guide stated the total repair should take 3.4 hours to complete, and the customer's Service Contract pays $100.00 per hour for labor. Therefore, total labor was $340.00. The claim was also subject to $100.00 deductible. We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $404.29. 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 $404.29 to be used towards the specifically-authorized repair. If the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $240.00. The repair facility advised that they would contact CARS with the customer's decision.On January 4, 2017 the repair facility advised CARS that the customer would like us to supply the parts to the repair facility for the repair of her vehicle.On January 4, 2017 at 10:41 a.m., CARS provided an authorization for the labor to the repair facility and gave an estimated arrival time of January 6, 2017 for the front hubs.Pursuant to the Terms and Conditions of the customer's Service Contract, on January 13, 2017 CARS paid the repair facility in the amount of $240.00 towards labor for the repair of the customer's vehicle via credit card. Pursuant to the Terms and Conditions of the customer's Service Contract, on January 20, 2017, CARS paid the repair facility in the amount of $164.29 for parts used in the repair of the customer's vehicle via credit card. The claim was then closed.Second Claim: On March 16, 2017 at 9:57 a.m., a repair facility advised CARS that the customer's vehicle was experiencing front axle issues. CARS then went over our claim procedures.On March 16, 2017 at 10:51 a.m., the repair facility advised CARS that the front axles on the customer's vehicle had failed. CARS then went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the left front axle for $53.79 and the right front axle for $53.79. ProDemand labor guide stated the total repair should take 2.5 hours to complete, and the customer's Service Contract pays $100.00 per hour for labor. Therefore, total labor was $250.00. The claim was also subject to $100.00 deductible. We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $257.58. 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 $257.58 to be used towards the specifically-authorized repair. If the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $150.00. The repair facility advised that the customer would like the cash allowance towards the repair of her vehicle. CARS then provided the repair facility with an authorization number to begin the repair to the customer's vehicle.On March 16, 2017 at 11:22 a.m., CARS reviewed the axle claim with customer. CARS also reviewed the cash allowance/shipping options, labor allowance and rental benefits with the customer.On March 16, 2017 at 12:42 a.m., the repair facility advised CARS that the customer would now like CARS to supply the axles to the repair facility. CARS then provided the repair facility with a new authorization number to begin the repair to the customer's vehicle. CARS advised the repair facility that the supplied parts would arrive in three (3] business day. CARS then ordered the left front axle and the right front axle to be shipped to the repair facility via 2 Business Day Express.On March 16, 2017 at 1:36 p.m., CARS reviewed the cash allowance/shipping options, labor allowance and rental benefits with the customer's husband. The customer's husband was upset and ended the telephone with CARS.On March 21, 2017 at 10:04 a.m., the left front axle and the right front axle were delivered to the repair facility chosen by the customer to repair her vehicle.By the customer's signature on her Ultimate Value Service Contract under the Acceptance to Terms, she acknowledged that she read, understood and agreed to the Terms and Conditions contained therein.. 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 16, 2017 axle 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, anyinconvenience 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's axle claim was opened and processed within four [4] hours even with the customer changing her mind about whether to use the repair facility supplied part or the shipped part supplied by CARS. Additionally, CARS did authorize 2 Business Day Express shipping.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.It is stated in the service contract: "RENTAL BENEFITS: The Service Contract Holder will be reimbursed $25.00 for each eight hours of ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $300.00 per claim, if proof of rental is provided with an authorized claim. Downtime, regardless of reason, is not included." Here, as stated above, ProDemand labor guide stated that the March 16, 2017 axle claim should take 2.5 hours of labor time to complete; therefore, the customer is not eligible for any rental benefits for this claim.The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive" coverage. Therefore, pursuant to the Terms and Conditions of 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, rental benefits and deductible.For all the reasons stated above, CARS stands behind our original decision and is unable to assist with any rental costs incurred by the customer during the processing of the March 16, 2017 axle claim.In her consumer complaint the customer has requested a refund of her Service Contract. The customer's service contract states under Terms and Conditions at Paragraph 5 (a) and (b): “CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to 20 days from the effective date as stated on Your CARS I.D. card 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 paid. The Service Contract will not be reinstated after a cancellation is requested." and "After 20 days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated."Additionally, 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 provisions. Here, the customer signed the service contract application when she purchased the above-referenced vehicle in Indiana stating that she had read, understood and agreed to the terms of the Service Contract. CARS is not directed by any state statute in Indiana to refund any monies to the customer for the cancellation of a service contract. Therefore, pursuant to her Service Contract the customer is not entitled to a refund.The customer has Service Contract coverage through December 12, 2020. 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.Jason [redacted] General Counsel

October 6, 2015VIA: Revdex.com WEBSITE[redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINTID# [redacted]2007 CHRYSLER PACIFICAVIN (Last 8): [redacted]OUR FILE NO.: [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated October 5, 2015, enclosing the...

above-referenced consumer complaint and respond as follows: On June 8, 2015, the customer purchased the abovereferenced vehicle. On that same date, the customer also applied for a CARS Power Train Service Contract (6 Months/7,500 Miles] and the same was accepted with payment by CARS on June 12, 2015 (the attached "Service Contract”).On September 22, 2015, CARS received the attached email, sent at 3:53 p.m. from the customer advising us that the repair facility had tried to call us and was unable to reach CARS. On that same day, at 4:11 p.m., we responded to the customer via email and advised that we had no records of any telephone calls or voice messages from the repair facility starting from 11:15 a.m. At that point in the day, the repair facility finally' telephoned CARS to open a claim.On September 22, 2015 at 4:06 p.m. the repair facility advised CARS that the customer's vehicle was experiencing left wheel bearing and engine issues. We then aavised the repair facility of our claim procedures.On September 22, 2015, at 4:11 p.m., we responded to the customer via email and advised that we had no records of any telephone calls or voice messages from the repair facility starting from 11:15 a.m.On September 22, 2015 at 5:05 p.m., the repair facility advised a CARS claim adjustor that there was a knocking noise coming from the lower engine. The claim adjustor attempted to go over the customer's Service Contract coverage; however, the representative from the repair facility became very upset about the labor amount CARS could assist with towards the repair of the customer's vehicle. The claim adjustor had to end the telephone call with the repair facility due to name calling and profanities.On September 23, 2015 at 9:35 a.m., the repair facility advised CARS that they did not want to work with the same CARS claim adjustor and asked to speak to a manager. The call was transferred to a claim manager.On September 23, 2015 at 1:14 p.m., the claims manager returned the repair facility's telephone call. The claims manager found the repair facility representative to be very combative and argumentative. The repair facility refused to allow the claims manager to answer any questions or explain the Service Contract coverage that the customer agreed to for his vehicle. The claims manager told the repair facility that CARS would not be able to work with his repair facility. The claims manager further advised the repair facility to have the customer move his vehicle to a new repair facility.On September 23, 2015 at 1:41 p.m., the customer gave permission for CARS to speak to his mother on his behalf. CARS advised the customer's mother that CARS is no longer willing to work with the repair facility due to the telephone conversations between the repair facility and CARS. CARS further advised that the customer would need to have his vehicle moved to a new facility for CARS to be able to assist with the repairs to his vehicle. CARS then reviewed the customer’s Service Contract coverage.By the customer’s signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract. The customer’s Service Contract states at Paragraph 3(c): "SERVICE CONTRACT CLAIM PROCEDURES:A proper diagnosis shall include tear-down to the point of component failure, performed by the repair facility, to determine the cause of failure and the extent of damage and You are responsible for all charges.” We include tear-down to the point of component failure in our diagnostics to increase the probability that the vehicle will be repaired properly the first time. We were not requiring unnecessary teardown and diagnosis; we were only trying to determine the cause of failure.The Service Contract also states at Paragraph 3 (a):“SERVICECONTRACT CLAIM PROCEDURES: ...CARS reserves the right to have the repairs performed at a location other than the one You have selected." Here, both a claim manager and a claim adjustor attempted to review the customer's Service Contract coverage with the repair facility and where not permitted to by the repair facility. Therefore, CARS is not able to work with the repair facility chosen by the customer to repair 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 her financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and deductibleCARS is willing to work with another repair facility pursuant to the Terms and Conditions of the customer's Service Contract in order to get the customer's vehicle repaired. The customer would be responsible for any costs involved with moving his vehicle to a new repair facility and a new claim must be opened before any repairs are done to the customer's 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 me.Sincerely,Jason ** M[redacted]General Counsel

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]

PROTECTION PLUS August 17, 2016 VIA:    SUBMITTED TO Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE:      Complaint No. [redacted] 2002 FORD RANGER VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms....

[redacted] I am in receipt of your letter dated August 15, 2016, enclosing the above-referenced consumer complaint. I would like to respond in the following manner: On June 18, 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) and the same was accepted with payment by CARS on July 5, 2016. On July 21, 2016, the customer upgraded his Service Contract to a Value Limited Service Contract (see attached Service Contract). On August 15, 2016 at 9:31 a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing alternator issues. We then went over our claim procedures with the repair facility. On August 15, 2016 at 10:52 a.m., the repair facility advised CARS that the customer’s vehicle shut down while being driven. The repair facility advised that they had run a charging system test which determined that the alternator failed. CARS then reviewed our claim procedures with the repair facility. On August 15, 2016 at 11:01, CARS went over the amount we could authorize for the repair of the customer’s vehicle as follows: We could supply the alternator for $89.71. ProDemand labor guide stated the total repair should take .6 hours to complete, and the customer’s Service Contract pays up to $60.00 per hour for labor. Therefore, total labor was $36.00. 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 $25.71, and we could supply the part as stated above, or pay $89.71 towards the repair of the customer's choice. The repair facility advised CARS that they would get back to us with the customer's decision. The customer states in his consumer complaint that CARS was unavailable to authorize a claim on August 12, 2016. The customer is correct. CARS was unavailable to open or authorize a claim on August 12, 2016 due to a catastrophic phone system failure. CARS apologizes for this inconvenience. CARS has, again, reviewed this claim. CARS called the local NAPA store in the area of the customer’s repair and were advised that an alternator could be purchased for $199.00. ProDemand labor guide stated the total repair should take .6 hours to complete, and the customer’s Service Contract pays up to $60.00 per hour for labor. Therefore, total labor was $36.00. In a goodwill gesture, due to the inconvenience caused to the customer, CARS is willing to reimburse the customer as follows: We can authorize $199.00 for the alternator. ProDemand labor guide stated the total repair should take .6 hours to complete, and the customer's Service Contract pays up to $60.00 per hour for labor. Therefore, total labor was $36.00. The claim was also subject to a $100.00 deductible. Therefore, CARS is willing to assist with the repair of the customer's vehicle in the amount of $188.71. Upon receipt of a proper invoice, CARS will issue the customer a check in the amount of $188.71. By the customer's signature on his Power Train Service Contract and his upgrade to a Value Limited Service Contract he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service Contract. It is stated in the Service Contract at Paragraph 3 (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously 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. 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 has Service Contract coverage through October 5, 2016. 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 Value Limited 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 question, please contact my office.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.  However, I find that the legal definition of satisfactory is far from acceptable. We purchase used vehicles with the understanding that things happen and try to compensate with these so called warranties in my case to the tune of $469.00 for a mere 90 days. Am I the only one who sees the injustice here?
Regards,
[redacted]

I filed a complaint against Cars Protection Plus earlier tonight. In the complaint, I stated that I would like them to refund a portion of the price that I paid for the warranty (650.00). I no longer want any portion of the warranty refunded - I want my vehicle repaired correctly!!!! I received a...

call tonight from my mechanic [redacted]) from [redacted] Ave. Automotive. He installed the "worn out" used part that was sent by Cars Protection Plus to repair my vehicle. The part is not usable and I am again unable to use my vehicle (my vehicle has been "down" for three weeks). Please look into this company and assist me, and other consumers, in making this company accountable for their actions. I am also going to contact the Attorney Generals Office and file a complaint with them. -[redacted]