Fox Concrete

RE:? ? ? ? COMPLAINT ID # [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of the customer letter dated August 20, 2015, enclosing the above- referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on April 20, On that same date the customer applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was received by CARS and approved with payment on April 25, (See attached Service Contract)On July 7, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing engine issuesWe then went over claim procedures with the repair facilityOn July 7, at 1:p.m., the customer advised CARS that the customer's vehicle made a quick hesitation and then a noise while driving with cruise control on at seventy (70) miles per hourThe customer further advised that the customer then saw blue smoke from the rear of the customer’s vehicle and when the customer pulled over the customer observed oil dripping on the right side of the customer’s vehicleThe customer advised CARS that the customer would have the customer's repair facility fax maintenance records for the customer's vehicle to CARSOn July 7, at 1:p.m., the repair facility advised CARS that there was a broken rod in the engine and a hole in the blockThe repair facility advised CARS that there were no modifications to the customer’s vehicleCARS then went over our claim procedures with the repair facilityCARS advised the repair facility to obtain the customer’s authorization to pull the spark plug on the cylinder that failed to check for coolant or water getting into the cylinderOn July 8, at 9:a.m., CARS requested that the repair facility obtain the customer's authorization to tear down the customer's vehicle to the point of component? failureWe further advised that the customer were responsible for all costs related to the tear down/diagnostics to the customer's vehicle per the Terms and Conditions of the customer’s Service ContractWe again reviewed our claim procedures with the repair facilityEight days later, on July 16, at 9:a.m., the repair facility advised CARS that the cause of failure to the customer's vehicle was that the head gasket was breached between cylinders and which caused the engine to hydro lockThe repair facility advised that they would send photographs to CARSOn July 16, at 10:a.m., after review of the photographs sent by the repair facility, CARS determined that an independent inspection of the customer's vehicle was necessary to verify the cause of failure and extent of damage to the customer's vehicleThe independent inspection occurred the very next day on July 17, The independent inspector found the customer’s vehicle to have oversize wheels and oversize tiresAfter management review of the independent inspection, CARS determined that the customer's Service Contract was now cancelled and CARS was unable to assist with the repair of the customer’s vehicle due to the alterations/modification to the customer's vehicle pursuant to the Term and Conditions of the customer's Service ContractOn July 20, at 10:a.m., CARS advised the repair facility that the customer's Service Contract was cancelled and CARS was unable to assist with the repair of the customer's vehicle pursuant to the customer's Service ContractThe claim was then closed by CARSOn July 23, at 1:p.m., in a recorded telephone call with CARS the customer advised that the wheels were changed for aesthetics not performanceOn July 28, 2015, CARS sent the attached letter to the customer advising him of CARS' decision and the cancellation of his Service Contract coverage regarding his July 7, engine claimBy the customer’s signature on the customer’s Ultimate Value Service Contract the customer acknowledged that the customer read, understood and agreed to the terms and conditions contained thereinIt is stated under the Terms and Conditions at Paragraph 1(d): “COMPONENTS AND EXPENSES NOT COVERED: Vehicles that are modified or altered from the original manufacturer's specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed.” The customer's service contract also states at Paragraph 2(f) and 2(d): "PROVISIONS OF THE SERVICE CONTRACT: "Altered or modified vehicles are not covered and shall also void the service contract." and "We reserve the right to reject or cancel any application or Service Contract for cause as determined by CARS." On July 7, 2015, the repair facility advised CARS that there were no modifications to the customer's vehicle; however, in a recorded telephone call on July 13, the customer advised CARS that the wheels on the customer's vehicle were changed for aestheticsIn addition, the independent inspector found the wheels/tires on the customer's vehicle to be modified; therefore, pursuant to the customer's Service Contract CARS cancelled the customer's Service Contract for modifications/alterations of the wheel/tire sizeThe alterations/modifications of the customer's vehicle are not according to the manufacturer's specificationsThe alterations/modifications can affect the way the vehicle performs and also can cause undue mechanical problems with the vehicleHere, if Garrett had advised CARS of the oversize wheels and oversize tires on the customer’s vehicle, CARS would have cancelled the customer’s Service Contract immediately and not moved forward with the engine claim made on behalf of the customer’s vehicleIt is also stated in our cancellation policies for altered/modified vehicles are clearly stated at Paragraph (c):? ? ? ? ? ? ? "CANCELLATION PROVISIONS: If a vehicle is altered or modified after purchase and if a claim has been made or paid, the Service Contract is cancelled and no refund shall be issued." As stated in the Terms and Conditions of the service contract, the customer is not entitled to a refund of the customer's Service ContractCARS relies on the information provided to us by the repair facilities, independent inspections and customers since we cannot inspect every vehicle that has a service contract with usOnce notified of a modified/altered vehicle, CARS has the right to cancel the service immediatelyThe customer’s Service Contract is void due to the alterations/modifications; therefore, the customer no longer has service coverage under any of CARS service contractsWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If the customer has any further questions regarding this matter, please do not hesitate to contact me.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel?

RE: COMPLAINT ID # [redacted] FORD F150VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated July 21, 2015, enclosing the above-referenced consumercomplaint and respond as follows: According to our records the customer purchased the abovereferencedvehicle on June 21, and on that same date he applied for a CARS Value PlusService Contract (Months/Unlimited Miles)The same was accepted with payment by CARS onJune 30, (the attached "Service Contract”)The customer's Service Contract expired on June30, On June 2, at 2:p.m., CARS received a telephone call from a repair facility advisingthat the customer's vehicle was experiencing left door lock actuator issues.On June 2, at 3:p.m., in a recorded telephone call, the repair facility advised ourclaims adjustor that they could not give us the current mileage on the customer's vehicle becausethe odometer was inoperable and did not illuminate.On that same date at 4:p.m., our claims adjustor advised the repair facility that thecustomer's Service Contract was cancelled due to the inoperable odometer.The customer acknowledged that he read, understood and agreed to the Terms andConditions of your Power Train Service ContractThe customer's Service Contract states: "TERMSAND CONDITIONS at (e): PROVISIONS OF THE SERVICE CONTRACT: An inoperativeodometer, and/or odometer display, voids the Service Contract without refund.” Here asstated above, the repair facility advised us that the customer's odometer was not working and nomileage could be displayed; therefore, CARS was correct when we were unable to offer anyassistance with the mechanical claim and cancelled the customer’s Service Contract.CARS relies on the information provided by the repair facilities, since we are unable to inspect each and every vehicle that has an open mechanical claimBased upon the information provided by the repair facility, and pursuant to the Terms and Conditions of the customer's Service Contract, CARS was unable to offer any assistance with the customer's claim and his Service Contract is now cancelled.The customer states in his consumer complaint that his service contract is unlimited miles; therefore the inoperable odometer has no bearingThe ability to track accurate mileage on the customer’s odometer from the date of acceptance of his service contract is critical in order to ensure proper and timely maintenance for optimum vehicle performanceA functional odometer is also necessary in order to determine the length and scope of service contract coverage, as well as to determine the warranty miles for any shop supplied and/or CARS supplied parts.As stated above, the customer's Service Contract expired on June 30, 2015; therefore, his vehicle no longer has Service Contract coverage under any of CARS service contracts.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted] General Counsel [redacted]

PROTECTION PLUS August 17, VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: Complaint No [redacted] 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 complaintI would like to respond in the following manner: On June 18, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/4,Miles) and the same was accepted with payment by CARS on July 5, On July 21, 2016, the customer upgraded his Service Contract to a Value Limited Service Contract (see attached Service Contract)On August 15, at 9:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing alternator issuesWe then went over our claim procedures with the repair facilityOn August 15, at 10:a.m., the repair facility advised CARS that the customer’s vehicle shut down while being drivenThe repair facility advised that they had run a charging system test which determined that the alternator failedCARS then reviewed our claim procedures with the repair facilityOn August 15, 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 $ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays up to $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $25.71, and we could supply the part as stated above, or pay $towards the repair of the customer's choiceThe repair facility advised CARS that they would get back to us with the customer's decisionThe customer states in his consumer complaint that CARS was unavailable to authorize a claim on August 12, The customer is correctCARS was unavailable to open or authorize a claim on August 12, due to a catastrophic phone system failureCARS apologizes for this inconvenienceCARS has, again, reviewed this claimCARS called the local NAPA store in the area of the customer’s repair and were advised that an alternator could be purchased for $ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays up to $per hour for laborTherefore, total labor was $In a goodwill gesture, due to the inconvenience caused to the customer, CARS is willing to reimburse the customer as follows: We can authorize $for the alternatorProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays up to $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleTherefore, CARS is willing to assist with the repair of the customer's vehicle in the amount of $Upon receipt of a proper invoice, CARS will issue the customer a check in the amount of $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 ContractIt is stated in the Service Contract at Paragraph (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 statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleCARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive” coverageTherefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductibleThe customer has Service Contract coverage through October 5, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Value Limited Service ContractWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Sincerely,Jason [redacted] General Counsel

December 18, VIA: Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: FORD F VIN (Last 8): [redacted] OUR FILE NO.: C- Revdex.com COMPLAINT NO.: [redacted] Dear Ms [redacted] : I am in receipt of your letter dated December 15, 2017, enclosing the customer’s consumer complaint the above-referenced vehicle I would like to respond as follows: Our records indicate that on August 23, 2017, the customer purchased the above-referenced vehicleOn that same day, the customer also applied for a Value Limited Service Contract (Months/30,Miles) CARS received with payment and approved the customer’s Value Limited Service Contract on August 30, (See attached Service Contract) On November 7, at 4:p.m., the customer advised CARS that he was experiencing transmission issues CARS then reviewed his Service Contract coverage, our claim procedures and towing benefits with him On November 13, at 11:a.m., the customer advised CARS that his vehicle was towed to a repair facility due to the transmission cooler lines failing The customer advised that he has to pay for the cooler lines to be replaced in order to show that there is an internal issue with his vehicle CARS advised that if there was an internal issue with the customer’s vehicle, CARS would require tear-down to verify the cause of failure and the extent of damage to his vehicle CARS further advised that the transmission cooler lines were non-covered components under his Service Contract; therefore, CARS was unable to assist with the repair of his vehicle On November 13, at 2:p.m., the customer advised CARS that a code for a cylinder misfire was displayed CARS then reviewed the customer’s Service Contract coverage, tear-down and labor rate with the customer The customer then requested to be transferred to our cancellations department On November 13, at 2:p.m., CARS advised the customer that pursuant to his Service Contract, after twenty (20) days there was no credit for early termination of the Service Contract unless his vehicle was declared a total loss or repossessed The customer was upset that we were not assisting with the transmission cooler lines CARS again reviewed the customer’s Service Contract coverage with him On November 27, at 11:a.m., the customer advised CARS that his vehicle was at a new repair facility and they are pulling transmission codes CARS reviewed the customer’s Service Contract coverage and our claims procedures with him On November 27, at 1: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 On November 27, at 1:p.m., the repair facility advised CARS that the fluid in the customer’s vehicle was full and discolored with no visible metal The repair facility advised that during a test drive of the vehicle the transmission did slip CARS then advised the repair facility to obtain the customer’s permission to tear-down his 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 On November 28, at 3:p.m., the customer advised CARS that another repair facility had done an improper repair to the transmission lines which caused the transmission lines to fail The customer further advised that the transmission lines were repaired by the other repair facility; however, the transmission still did not work properly On November 29, at 8:a.m., the repair facility advised CARS that the repair facility had not yet pulled the transmission to determine the cause of failureCARS advised the repair facility that the customer’s vehicle had to be torn down to the point of failure to verify the cause of failure and extent of damage to his vehicle before we could move forward with the November 27, mechanical claim made on behalf of the customer’s vehicle On November 29, at 1:p.m., CARS advised the customer that we could not move forward with the November 27, mechanical claim until the repair facility provided us the cause of failure and extent of damage to his vehicle On November 30, at 3:p.m., CARS again advised the customer that we could not move forward with the November 27, mechanical claim until the repair facility provided us the cause of failure and extent of damage to his vehicle On November 30, at 4:p.m., the customer advised CARS that he wanted a remanufactured transmission to replace the failed transmission in his vehicle On December 4, at 1:p.m., the repair facility advised CARS that the customer’s vehicle had been removed from the repair facility CARS then closed the claim On December 15, at 12:p.m., CARS reviewed the customer’s Service Contract coverage and the November 27, mechanical claim with him CARS advised the customer that he was not eligible under his Service Contract for a refund of his Service Contract By the customer’s signature on his Value Limited 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 under Terms and Conditions at 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 in order for CARS to determine what has caused the failure of a covered component and the extent of damage to the customer’s vehicle This increases the probability that the vehicle will be repaired properly the first time We were not requiring unnecessary tear-down and diagnosis of the customer’s vehicle; we were only trying to determine the cause of failure Here, the repair facility never provided CARS with the cause of failure and extent of damage to the customer’s vehicle so that we could move forward with November 27, mechanical claim made on behalf of the customer’s vehicle 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 selects a 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 statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are to be tested by our suppliers and known to be in good working conditionHere, CARS was never provided with the cause of failure or the extent of damage to the customer’s vehicle; therefore, we could not determine what parts were required for the repair of 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 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 was unable to move forward with the repair of the customer’s vehicleThe repair facility never provided CARS with the cause of failure or the extent of damage to the customer’s vehicle Therefore, CARS was unable to determine if the failures to the customer’s vehicle were covered under the customer’s Service Contract CARS neither approved nor denied the November 27, mechanical claim made on behalf of the customer’s vehicle If the customer if willing to give his permission to a repair facility to perform tear-down of his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicle, the customer may have a repair facility open a new mechanical claim on behalf of his vehicleCARS will then process any mechanical claim opened on behalf of the customer’s vehicle pursuant to the Terms and Conditions of his Service Contract In his consumer complaint the customer states that he would like a refund of his Service ContractThe customer’s Service Contract states at Paragraph (a) and (b): “CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested.” and “After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated.” Therefore, pursuant to the customer’s Service Contract he is not entitled to a refund The customer’s vehicle has Service Contract coverage through August 30, 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 question, please contact my office Sincerely, Jason ** M [redacted] General Counsel JPM/jmm Attachment Tell us why here

November 28, 2016VIA: EMAIL/WEBSITE [redacted] ***Revdex.com of Western Pennsylvania [redacted] ***RE: COMPLAINT ID # [redacted] BMW 750LI VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated November 17, 2016, enclosing the above- referenced consumer complaint and respond as follows:On November 28, at 9:a.m., CARS telephoned the customer to advise her that a claim must be opened on behalf of her vehicle so that CARS can determine if the repair to the customer's vehicle would be covered under her Service ContractCARS also advised the customer to submit a towing invoice for her vehicle and CARS would reimburse her up to $towards the cost of towing.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely, JPM/jmm

RE:? ? ? ? ? ? COMPLAINT ID # [redacted] CHEVY VIN (Last 8): OUR FILE NO.: C- [redacted] Dear Ms [redacted] I am in receipt of your letter dated October 13, 2015, enclosing the above-referenced consumer complaint and respond as follows: On June 5, 2014, the customer purchased the above- referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on June 6, (the attached "Service Contract")On October 8, at 1:p.m., a mechanical claim was opened by a repair facility on behalf of the customer's vehicleThe October 8, claim is the reason for the customer's complaintCARS management has reviewed the mechanical claim made on behalf of the customerAt this time, CARS is willing to pay the total amount of $937.43, which is the repair facility's cost to repair the customer’s vehicleAttached please find a copy of the repair facility's invoice for the repairCARS has also waived the $deductibleUpon CARS receipt of the final invoice indicating that the repairs are completed and the repair facility has issued a warranty on parts and labor, CARS will pay the claim in the amount of $I hope that by CARS actions in covering the complete repairs on the customer's vehicle, he finds that CARS' response is satisfactory and the Revdex.com closes this complaint as resolvedWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind? our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted] General Counsel? ?

June 5, 2017VIA: Revdex.com WEBSITE [redacted] ***RE: COMPLAINT ID# [redacted] FORD MUSTANG GT VIN (Last 8): [redacted] ? OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated May 30, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on December 31, On that same date the customer also applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on January 5, (See attached "Service Contract")On May 30, at 1:p.m., the customer contacted CARS advising that the control arms and ball joints had been replaced in her vehicleThe customer advised that she had unsuccessfully attempted to contact CARS for a review of our claim procedures and was submitting a claim for the completed repairsThe customer then requested to speak to a supervisor.On May 30, at 1:p.m., the customer advised CARS customer service manager that she had both control arms and ball joints replaced at a repair facility over the Memorial Day weekendThe customer service manager reviewed our claim procedures with the customerThe customer service manager advised that we could not assist with the repair of the customer's vehicle since the proper claim procedures were not followedThe customer service manager then reviewed the Terms and Conditions of the customer's Service Contract with her.On May 31, 2017, CARS mailed a CARS’ Service Contract I.Dcard to the customer.By the customer's signature on her Ultimate Value Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the customer's Service Contract under the Terms and Conditions at Paragraph 3(b): "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST call CARS at ###-###-#### to open a claim BEFORE any repairs have begun."The Service Contract further states at 3(e] and at 3(g]: "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” and “If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repairThe authorization number is valid for days from the date issuedAfter days the authorization number and claim are voidNo invoice will be processed without a valid authorization number, Your signature, repair facility's warranty on the repairs (if applicable) and repair facility's identifying information."Here, the customer did not follow the claim procedures outlined in her Service Contract by having a claim opened prior to having her vehicle repairedTherefore, CARS was unable to provide the repair facility with an authorization number to begin the repairs because the customer did not follow the claim procedures outlined in her Service Contract.By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, CARS was not given the opportunity to determine if the repairs (control arms and ball joints) would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair her vehicle never provided CARS with its findings or an estimate prior to the repair of her vehicleHere, CARS' claim procedures were not followed; therefore, pursuant to the Terms and Conditions of the customer's Service Contract, CARS was unable to pay for any repairs performed by the repair facility.For all the reasons stated above, CARS was correct in advising the customer that we were unable to assist with the repair of her vehicle since the repair to her vehicle was done prior to having a claim opened on behalf of her vehicle and CARS providing an authorization number for the repair of her vehicle.However, in a goodwill gesture, if the customer provides CARS with an invoice for the repair of her vehicle, CARS is willing to assist with the repair of the customer's vehicle as follows: If the claim procedures outlined in the customer's Service Contract werefollowed, CARS could have supplied the ball joints for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor is $The claim would also be subject to a $deductible; however, CARS will waive the deductible for the customerTherefore, CARS can assist with repair of the customer's vehicle in the amount of $200.00.Regardless of when the claim would have been opened, CARS is unable to assist with the repair/replacement of the control arms because the control arms are not listed for coverage under the customer's Service Contract.If the customer is willing to accept our goodwill offer in the amount of $and provides us with the invoice for the repair of her vehicle, CARS will issue a check to the customer.The customer's Service Contract expires on January 5, Should the customer's vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under the service contractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of her Service Contract.When a claim is presented, CARS promptly investigates all circumstances surrounding the claimCARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair.Sincerely,Jason **? M [redacted] General Counsel [redacted] Attachment

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 The dealer stated the policy was able to be cancelled? The contract is deceptive without reading all of the small print? "Cancellations," stated in the contract make it appear that the policy is able to be cancelled? The small print states up to days? ? Why not just put that in larger bold print so there are no misunderstandings? ? It's like a bank stating we pay 5% interest on balances and then in the small print 0% paid after days? It is not a fair practice and seems to take advantage of the consumer? The contract should be re-written and we should be refunded, at least for the years out of our year contract that was never used and simply unusable when we needed it? To only cover about 25% of a repair when we purchased the better coverage is just fraudulent? To replace components only that are sure to fail without completing the whole job needed is sneaky, tricky, and just wrong? The garage stated the repair suggested by Cars was like putting a band aid on a bullet wound and they simply would not do a job so half- [redacted] cause they would be putting their reputation on the line.? 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] To Whom It May Concern,Thank you for letting me tell my side of the story since I could not get a chance to give a full explanation to the customer service rep that I had talked to when I had filed my claim.I could tell that he did not want to hear anything else after I had said that for a few seconds I could not get it into gear.This car was to be for my eldest son who had just gotten his drivers license and needed a car to get to work after schoolWhen we first went to see the car, I took it out for a test driveI had not driven a manual transmission for a number of years and was looking forward to see how well I could drive itWhen I had the trouble of getting it into gear, I simply took my foot off of the clutch and then pressed the clutch back in and it went right into gearI figured that I just didn't have the clutch in far enough the first timeThe rest of the test drive went without any problems.The next time we went to see the car I had asked my friend, who is a mechanic, to come along and to bring his code reader to see if anything would show upWell when he plug it in and no codes showed I was glad to hear thatHe started up the car and listened to how it soundedHe also tried shifting the gears in the car lot and had no problems shiftingHe seemed to think that it was a nice running car When we finally made the decision to buy the car I gave it a once over again, turning it on, looking around the body of the car, took it out for one more quick drive and had no problems with the way the car had operated.A few days after we got it home we had our regular mechanic check it out for us just to have someone take a closer look at itHe said that it looked good and that it would pass inspection with out any problemsI have the paper work to prove that.After having the car for about a month and a half we noticed that there might be a problem developingSo we took it to a transmission repair shop to have them check it outAfter checking some things out they said that the gears seemed to be slippingI would like to know how, having not driven a manual transmission for a number of years, and not being a mechanic, how was I supposed to know that anything was wrong with the car before buying it?I felt that I did everything I could to determine whether or not this was a good car to buy.I bought the car with a warranty and would just like to have that warranty honored by having the car fixed.Thank you, [redacted]

VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: Complaint No [redacted] TOYOTA AVALON VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated November 17, 2016, enclosing the above- referenced consumer complaintI would like to respond in the following manner: On March 18, 2013, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles] and the same was accepted with payment by CARS on March 19, (see attached Service Contract].On January 12, at 1:p.m., the customer advised CARS that there was a misfire on cylinder #and #and a possible ignition coil issuesCARS then reviewed the customer's Service Contract coverage and our claims proceduresCARS also reviewed repair facility criteria with the customer.On July 14, at 4:p.m., the customer advised CARS that his vehicle was experiencing CV joint and lower control arm issuesCARS reviewed ball joint/control arm coverage, Service Contract coverage and our claims proceduresWe also reviewed the $deductible pursuant to his Service Contract.On July 14, at 4:p.m., the customer telephoned CARS to go over the diagnostic chargesCARS then reviewed diagnostic, tear-down and parts and labor assistance pursuant to the customer's Service Contract.On July 15, at 10:a.m., a repair facility advised CARS that the customer's vehicle was experiencing a right inner tie rod, right CV shaft and alignment issuesCARS then reviewed our claims procedures.On July 15, at 1:p.m., the repair facility advised CARS that the customer's vehicle was experiencing a noiseThe repair facility advised that the noise was the result of a failed CV joint and right front inner tie rodThe repair facility advised that there were no other issuesCARS again went over our claim procedures with the repair facility.On July 15, at 2: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 $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would be able to assist with the labor in the amount of $The repair facility advised that they would get back to us with the customer's decision.On July 15, at 2:p.m., CARS reviewed the options we could assist with the repair of his vehicleThe customer was unhappy with our claim allowanceCARS advised the customer to have the repair facility telephone us with his decision.On July 18, at 8: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 ContractThe 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 claimThe part could either be shipped to the repair facility or included in the amount of the claim allowance as previously statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are to be tested by our suppliers and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new 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 guideThe hourly labor rate will be the repair facility's rate up to $per hourShould your repair facility's rate exceed this amount, you are responsible for the differenceNOT 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 $per hourPursuant 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 repairThe customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious 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 ContractThe customer's service contract states:ADDITIONAL STATE DISCLOSURES: TEXAS: The Service Contract holder may cancel the contract at any timeIf 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 percent of the amount outstandingThe 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 statuteCARS has calculated the amount due the customer as followsRetail cost of the Service Contract: Term of service contract - months $ 1,500.00Less forty-four [44] months proration@$per mo - $ 1,375.00Less service fee - $ 50.00Total refund owed by CARS Please note that CARS service contracts are sold wholesale to selling dealersThe selling dealer had a right to mark up the cost of the Service Contract for a profitTherefore, 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, CARS asks that the customer contacts CARS either directly or through the Revdex.com by December 9, 2016, with his decisionThe 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 claimWe 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

June 12,2017VIA: Revdex.com WEBSITE [redacted] Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# [redacted] CADILLAC SRXVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] :I am in receipt of your letter dated June 12, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on May 30, On that same date the customer also applied for a CARS Power Train Service Contract (Months/7,Miles] and the same was received with payment and approved by CARS on May 31, (See attached “Service Contract")On June 1, at 1:p.m., CARS reviewed her Service Contract coverage and our claim procedures with the customerThe customer advised CARS that her vehicle was not experiencing any mechanical issues.On June 6, 2017, the customer advised CARS that she would like to upgrade her Power Train Service Contract to a Value Limited Service ContractThe customer then provided CARS with her billing information.On June 8, 2017, CARS processed the customer's upgrade to a Value Limited Service Contract (Months/7,Miles) with billing information provided by the customer.On June 8, at 10:a.m., a repair facility and the customer advised CARS that the check engine light was displayed in the customer's vehicleCARS then went over the customer's Service Contract coverage, our claim procedures and labor rate.On June 9, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing thermostat issuesCARS then went over our claim procedures with the repair facility.On June 9, at 1:p.m., the repair facility advised CARS that engine thermostat code pfor insufficient cooling temperature was displayedCARS then reviewed our claim procedures with the repair facility.On June 9, at 1:p.m., CARS went over the amount we could assist with the repair of the customer's vehicleCARS advised the repair facility that we could supply the ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained to the repair facility that the total value of the authorized claim was $CARS further explained that the deductible ($100.00] was greater than the value of the claim ($72.16); therefore, CARS was unable to offer a cash allowance for the thermostat claimCARS advised the repair facility that we could not assist with the entire claim; however, we could ship the thermostat if the customer was agreeableWe advised the repair facility to contact us if the customer wanted CARS to ship the thermostatThe claim was then closed.By her signature, the customer acknowledged that she read, understood and agreed to the terms and conditions contained thereinThe customer's Service Contract states under Terms and Conditions at Paragraph (k): “PROVISIONS OF THE SERVICE CONTRACT: CARS will arrange for payment of the amount of the authorized repair, less related charges not covered by the Service Contract, less a $deductible per claim." The customer is responsible for a $deductible for each claim authorized by CARS for the repair of her vehicleHere, the total value of the June 9, thermostat claim opened on behalf of the customer's vehicle was $72.16, which is less than the $deductibleSince the total value of the claim was less than the $deductible, CARS advised the repair facility that we could assist with the claim by supplying the thermostat needed for the repair of the customer's vehicleCARS advised the repair facility to contact us if the customer was agreeable to having the thermostat shippedAt this time the repair facility has not contacted us regarding a CARS' supplied thermostat for the repair of the customer's vehicle.The customer's Service Contract states under Terms and Conditions at Paragraph 3(e): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select used, rebuilt, or aftermarketcomponents when authorizing repairs." When CARS selected the above-mentioned replacement part we used the cost of the part to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedHere, CARS is able to supply a thermostat for the repair of the customer's for $CARS has not heard from the repair facility if the customer would like the thermostat shipped to the repair facility.The customer's Service Contract states: “COVERED COMPONENTS LABOR: The authorized time for a covered repair will be based on the ProDemand labor guideThe hourly labor rate will be the repair facility's rate up to $per hourShould your repair facility’s rate exceed this amount, You are responsible for the difference." Here, during the processing of the thermostat claim, the repair facility chosen by the customer to repair her vehicle advised CARS that the labor rate for the repair of the customer's vehicle was $per hourProDemand labor guide allows hours for the replacement of the thermostat; therefore, the total value of the labor portion of the thermostat claim was $Here, the customer would be responsible for any amount over $per hour for the labor costs and any labor time over hours associated with the repair of her vehicle.Pursuant to the customer's Service Contract, in order to calculate the value of the claim, CARS used the amount ($12.18) that we would pay for a suppled thermostat and the ProDemand labor time for the replacement of a thermostat (hours at $per hour) to calculate the amount the total value of the claimHere, the total value of the claim was $which is less than the $deductibleTherefore, CARS could not assist with a cash allowance for the claim; however, we could supply the thermostat, if the customer was agreeable.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide “all inclusive" coverageTherefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.The customer has Service Contract coverage through November 30, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason *M [redacted] General CounselAttachment

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

February 24, 2016COMPLAINT ID # [redacted] BMW VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] am in receipt of your letter dated February 22, enclosing the above-referenced consumer complaint and respond as follows: As stated in our previous letter on December 10, 2015, CARS mailed check no [redacted] in the amount of $ [redacted] to the customer's lienholderOur bank confirmed that this check has cleared the bankOn January 21, 2016, CARS was advised by the selling dealer that he and the customer had agreed that the selling dealer would issue a refund in the amount of $ [redacted] On February 22, at 2:p.m., CARS spoke to the selling dealer and the refund check had not yet been issued to the lienholderHowever, CARS was assured by the owner of the selling dealership that the check would be issued immediately to the customer's lienholder.On January 22, 2016, CARS issued check no [redacted] in the amount of $ [redacted] to ensure that the customer's Service Contract was properly refunded pursuant to Texas statuteAs of yesterday February 23, 2016, our check no, [redacted] had not yet been cashed by the lienholderAs per the customer’s request via the Revdex.com, CARS placed a stop payment on check no [redacted] .On February 24, 2016, CARS mailed check no [redacted] in the amount of $ [redacted] to the customer's lienholder with the attached letterCARS would like to advise the customer that in CARS’ experience with previous refunds, it has taken up to six (6) weeks for the lienholder to process our refund checks.If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted] General Counsel? JPM/jmm

March 21, 2017I am in receipt of your letter dated March 16, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On December 7, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on December 12, (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, at 2:p.m., a repair facility advised CARS that the customer's vehicle was experiencing front hub bearing issuesCARS then went over our claim procedures.On January 4, at 8: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 $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $The repair facility advised that they would contact CARS with the customer's decision.On January 4, 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, at 10:a.m., CARS provided an authorization for the labor to the repair facility and gave an estimated arrival time of January 6, for the front hubs.Pursuant to the Terms and Conditions of the customer's Service Contract, on January 13, CARS paid the repair facility in the amount of $towards labor for the repair of the customer's vehicle via credit cardPursuant to the Terms and Conditions of the customer's Service Contract, on January 20, 2017, CARS paid the repair facility in the amount of $for parts used in the repair of the customer's vehicle via credit cardThe claim was then closed.Second Claim: On March 16, at 9:a.m., a repair facility advised CARS that the customer's vehicle was experiencing front axle issuesCARS then went over our claim procedures.On March 16, at 10:a.m., the repair facility advised CARS that the front axles on the customer's vehicle had failedCARS 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 $and the right front axle for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would assist with the labor in the amount of $The repair facility advised that the customer would like the cash allowance towards the repair of her vehicleCARS then provided the repair facility with an authorization number to begin the repair to the customer's vehicle.On March 16, at 11:a.m., CARS reviewed the axle claim with customerCARS also reviewed the cash allowance/shipping options, labor allowance and rental benefits with the customer.On March 16, at 12:a.m., the repair facility advised CARS that the customer would now like CARS to supply the axles to the repair facilityCARS then provided the repair facility with a new authorization number to begin the repair to the customer's vehicleCARS advised the repair facility that the supplied parts would arrive in three (3] business dayCARS then ordered the left front axle and the right front axle to be shipped to the repair facility via Business Day Express.On March 16, at 1:p.m., CARS reviewed the cash allowance/shipping options, labor allowance and rental benefits with the customer's husbandThe customer's husband was upset and ended the telephone with CARS.On March 21, at 10: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 thereinIt is stated in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleHere, the customer chose to have the parts supplied by CARS for the repairs needed for the March 16, 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 CARSAdditionally, CARS did authorize Business Day Express shipping.CARS would like to point out here that we have no control over our supplier's shipping times and delaysWhen 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 $for each eight hours of ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $per claim, if proof of rental is provided with an authorized claimDowntime, regardless of reason, is not included." Here, as stated above, ProDemand labor guide stated that the March 16, axle claim should take 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" coverageTherefore, pursuant to the Terms and Conditions of the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what is specifically covered and her financial responsibility for the tear-down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates, 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, axle claim.In her consumer complaint the customer has requested a refund of her Service ContractThe customer's service contract states under Terms and Conditions at Paragraph (a) and (b): “CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested." and "After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated."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 provisionsHere, 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 ContractCARS is not directed by any state statute in Indiana to refund any monies to the customer for the cancellation of a service contractTherefore, pursuant to her Service Contract the customer is not entitled to a refund.The customer has Service Contract coverage through December 12, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of her Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Jason [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 This company states that they are willing to assist with any components covered under my extended warranty; however, this is a statementPer? a representative at CARS, my vehicle has to be completely out of commission in order for any reparis to be doneCARS is a fraudulent company, they do nothing to assist warranty buyers, they're in business of their own business and not helping the consumerI called this? merchant several times with my complaint and am not satisfied with the resolve and I am not willing to change the status of this claim until it's been resolvedI understand the "20day cancellation policy", but this merchant should be willing to? compensate at? least a partial refund to it's unsatisfied consumersThis company has had over negative complaints and at this rate, they'll have more? For a CARS rep to tell me that they'll assist only in the total amount of or so is a slap in the face.For CARS to decline the payment of labor because according to their labor manual certain work takes a specified time when they have never worked on car the first is LudacrisTheir response to this matter is unacceptableAnd I will submit complaints until this issue is resolved Regards, [redacted]

[redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: Complaint No [redacted] JEEP LIBERTY VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] ***I am in receipt of your letter dated October 13, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On December 26, 2014, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on December 30, (see attached Service Contract).Two (2) claims have been opened on behalf of the customer's vehicle since the inception of her Service Contract.First Claim: On March 19, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing front differential and axle issuesCARS then reviewed our claim procedures with the repair facility.On March 19, at 2:p.m., the repair facility advised that there was a noise in the front differential and the rear axle moved up and downCARS again reviewed 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 her vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.On March 20, at 10:a.m., the repair facility advised CARS that the prop shaft and rear right front axle were wornThe repair facility advised that there were no problems with the rear differentialThe repair facility then faxed an estimate for the repair of the customer's vehicle to CARS.On March 23, at 9:a.m., CARS went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the front right prop for $and rear front axle for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $342.00, and we could supply the parts as stated above and pay $2.00customer’s Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $342.00, and we could supply the parts as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe repair facility advised that they would inform us of the customer's decision.On March 24, at 2:p.m., the repair facility advised CARS that the customer would take the cash allowance towards the repair of her choiceOn March 24, at 2:p.m., CARS provided an authorization for the repair facility to begin work on the customer's vehicle.Pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid the repair facility $via credit card towards the repair of the customer's vehicleThe claim was then closed.Second Claim: On October 13, at 9:a.m., a repair facility advised CARS that thecustomer's vehicle was experiencing spark plug, #ignition coil and catalytic converter issuesCARS then reviewed our claim procedures with the repair facility.On October 13, at 10:a.m., CARS advised the repair facility that spark plugs and the catalytic converter were non-covered components under the customer's Service ContractCARS then went over the #ignition coil portion of the claim with the repair facilityWe could supply the #ignition for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained the total value of claim ($48.44) was less than the customer’s deductible of $100.00; therefore, CARS was unable to assist with the repair of the customer's vehicleThe claim was then closed.By the customer's signature on her Value Plus Service Contract she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the 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 statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleHere, during the processing of the March 19, claim, the customer chose to take the cash allowance towards the repair of her vehicle.On October 13, at 1:p.m., the customer advised CARS that she would like to cancel her Service Contract coverageCARS advised that her Service Contract had been active for twenty-two (22) months and CARS paid a claim for $324.00; therefore there was no refund available for early termination.It is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVECOMPONENTS." Also, as stated under the Terms and Conditions of the customer's Service Contract at Paragraph (a): “COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failureHere the spark plugs and catalytic converter are not listed as covered components under the customer's Service ContractTherefore, it is the customer’s responsibility to pay for these repairs.CARS service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverageTherefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairsThe service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible.In her consumer complaint the customer states that she would like a refund of her Service ContractIt is stated in the Service Contract under Terms and Conditions at Paragraph (a) and (b): "CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested." and "After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated." Here, the customer cancelled her Service Contract on October 13, which is greater than twenty (20) days from the date of Service Contract approval date of December 30, 2015.The Service Contract states: ADDITIONAL STATE DISCLOSURES: THIS IS NOT AN INSURANCE POLICY [redacted] : If a claim has been made under the contract during the first business day (free look period) and the contract is returned, the provider shall refund to the contract holder the full purchase price less any claims paidThe applicable free look time period on the Service Contract shall pertain only to the original Service Contract purchaser.After the free look period, a Service Contract holder may cancel the contract at any time and the provider shall refund to the contract holder 100% of the unearned pro rata provider fee, less any claims madeA reasonable administrative fee may be surcharged by the provider in an amount not to exceed $50.00.Here, the customer has had Service Contract coverage for twenty-two months and CARS paid a claim in the amount of $342.00; therefore, she is not entitled to any refund of her Service Contract.Please note that CARS service contracts are sold wholesale to selling dealersThe selling dealer had a right to mark up the cost of the Service Contract for a profitTherefore, what the customer paid for her Service Contract (i.e$2,195.00) is not what CARS received for the cost of her Service ContractThe customer has Service Contract coverage through December 30, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Value Plus Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Sincerely,?

April 12, 2016VIA: Revdex.com WEBSITERE: COMPLAINT ID # [redacted] LEXUS GSVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I received your letter dated April 8, 2016, enclosing the customer’s concerns contained in the above-referenced consumer complaintOur records indicate that on February 15, 2015, the customer purchased the above-referenced vehicle and on that same date, he also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles), which was accepted with payment by CARS on March 24, (the attached "Service Contract”).FIRST CLAIM: On March 15, at 2:p.m., we received a telephone call from a repair facility advising that the customer’s vehicle was experiencing radiator, radiator cap and thermostat issuesWe then went over our claims procedures with the repair facility.During the processing of the customer's claim, on March 15, at 3:p.m., CARS went over the amount we could authorize for the customer’s claim as follows: We could supply the radiator for $and the thermostat for $CARS could also assist with the coolant needed for the repair of the customer's vehicle in the amount of $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $117.00, and we could supply the parts as stated above and pay $towards labor or pay $towards the repair of the customer’s choiceThe repair facility advised that they would telephone us back with your decision.On March 15, at 4:p.m., the repair facility advised CARS that the customer wanted CARS to supply the parts to the repair facility for the repair of his vehicleWe then provided the repair facility with an authorization number for the repair and an estimated delivery date for the supplied parts of March 18, Since the repair facility telephoned CARS after 4:p.m., CARS was not able to place an order for the supplied parts until March 16, 2016.On March 21, at 10:a.m., the customer advised CARS that the supplied parts had not arrived at the repair facilityCARS advised the customer that our supplier would telephone the repair facility with an update on the arrival time of the supplied partsAs evidenced by the attached shipping and tracking information, the supplied parts arrived at the repair facility on March 21, at 1:p.m.On March 23, 2016, CARS paid the repair facility $via credit card pursuant to the Terms and Conditions of the customer's Service Contract for labor relating to the supplied radiator and thermostatOn April 11, 2015, CARS paid our parts supplier $via credit card pursuant to the Terms and Conditions of the customer’s Service Contract for a radiator and thermostatThe claim was then closed.On April 6, at 9:a.m., the customer advised CARS that during an inspection of his vehicle, a repair facility advised him that the radiator fan was broken and the check engine light was displayed when the repair facility attempted to repair the radiator fanThe customer advised CARS that the repair facility that replaced his radiator damaged the fan because the fan was not like this prior to the replacement of the radiatorCARS advised the customer that the repair facility who previously replaced the radiator was responsible to repair/replace the radiator since they damaged the repair facility.SECOND CLAIM: On April 7, at 11:a.m., we received a telephone call from a repair facility advising that the customer’s vehicle was experiencing water pump issuesWe then went over our claims procedures with the repair facility.On April 7, at 11:a.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility with low coolant and a cracked expansion tank which is part of the fan assemblyThe repair facility further advised that the customer told them that the expansion tank (fan assembly) was not covered by CARS due to the previous repair facility damaging the fan assembly during the radiator replacementThe repair facility recommended that the timing belt be replacedWe then went over our claim procedures with the repair facility.During the processing of the customer's claim, on April 7, at 12:p.m., CARS went over the amount we could authorize for the customer's claim as follows: We could supply the water pump for $CARS could also assist with the coolant needed for the repair of the customer’s vehicle in the amount of $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $232.79, and we could supply the parts as stated above and pay $towards labor or pay $towards the repair of the customer’s choiceThe repair facility advised that the customer would take the cash allowance towards the repair of his choiceWe then provided the repair facility with an authorization number to begin the repairs to the customer’s vehicle.On April 7, at 4:p.m., CARS advised the customer that we could not assist with the replacement of the timing belt because it had not failedThe repair facility had recommended the timing belt be replaced as a maintenance itemWe further advised that it was his responsibility to take care of all maintenance pertaining to his vehicle.By the customer's signature on his Value Plus Service Contract, the customer acknowledged that he read, understood, and agreed to the terms and conditions of thehis service contractThe customer’s service contract states under terms and conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs.”When CARS selected the above-mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are tested and known to be in good working conditionThe customer chose to have the radiator and thermostat shipped to the repair facilityHere, CARS provided the repair facility with an estimated delivery date for the arrival of the supplied parts; however, we have no control over any shipping delays with the supplier or the carrier.The customer's Service Contract states at Paragraph (i): "COMPONENTS AND EXPENSES NOT COVERED: Damage resulting from any previous improper repair." Based on the information provided to CARS by the customer and the second repair facility, the repair facility that performed the repairs to the customer vehicle during the March 15, claim, damaged the expansion tank (radiator fan] during the repair of the customer’s vehicleTherefore, the first repair facility is responsible for the replacement of the radiator fan pursuant to the customer’s Service Contract.The customer’s Service Contract also states under the Terms and Conditions at (h) and (g): "PROVISIONS OF THE SERVICE CONTRACT: You are responsible for properly maintain the vehicle in accordance with manufacturer’s specifications and to protect against further damage caused by continued operation or damage from overheating." and "SERVICE CONTRACT CLAIM PROCEDURES: "If it is determined that a coveredcomponent has failed and an estimate for the repairs is approved by C.A.R.S., an authorization number will be issued for the repair." Here, the repair facility recommended that the timing belt be replaced; however, the timing belt had not failed; therefore, pursuant to the Terms and Conditions of the Service Contract, the replacement of the timing belt would be considered maintenance and not covered under the customer's Service Contract.However, in a goodwill gesture, on April 8, 2016, CARS telephoned the repair facility and authorized an additional $for the April 7, mechanical claim, which was the amount we would pay our supplier for a timing belt.In his consumer complaint the customer states that he has incurred additional rental expense due to the radiator and thermostat arriving at the repair facility one (1] business day later than the estimated delivery dateThe rental benefits of the customer's Service Contract states: "The Service Contract Holder will be reimbursed $for each eight hours of ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $per claim, if proof of rental is provided with an authorized claimDown time, regardless of reason, is not included." Also the service contract states at Paragraph 2(m): "PROVISIONS OF THE SERVICE CONTRACT: C.A.R.Swill not beresponsible 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, as stated above the time to repair the covered components (radiator and thermostat] was hours based on ProDemand Labor Guide; therefore, the customer is not entitled to any rental benefitsHowever, in a goodwill gesture, CARS will issue the customer a check for $towards the cost of his rental expenses.In summary, the customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the teardown, filters, fluids, taxes, and the difference in labor rates.For the above reasons, CARS has fulfilled all of its obligations pursuant to the Terms and Conditions of the customer's Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.JPM/jmmAttachment?

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]

November 4, 2016VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID NO [redacted] NISSAN TITAN VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated November 2, 2016, enclosing the above- referenced consumer complaintI would like to respond in the following manner: On August 13, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/7,Miles) and the same was approved with payment by CARS on August 29, (see attached Service Contract).On October 31, at 11:a.m., a mechanical claim was called in by a repair facility on behalf of the customer's vehicleAfter the repair facility provided CARS with the cause of failure and extent of damage to the customer's vehicle, CARS went over the amount we could authorize for the repair of the customer's vehicle pursuant to the Terms and Conditions of the customer's service contractThe customer states that a claim was made on Friday, October 28, 2016; however, the repair facility did not contact CARS until October 31, 2016, as stated previouslyCARS was not aware of any mechanical failures to customer's vehicle until the repair facility contacted CARS on October 31, to open a claimAdditionally, CARS had no control when repair facility provided CARS with the required cause of failure, extent of damage and estimate in order that CARS could move forward and process the claim.Here, on November 3, after the repair facility provided the cause of failure, extent of damage and estimate for repair and the customer's decision to take the cash allowance, CARS authorized the October 31, mechanical claim as follows: CARS could have supplied the right front hub assembly supply for $and the rear axle assembly for $1,Total parts authorized were $1,ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $1,599.79.Prior to the claim being authorized, CARS also advised the repair facility 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 the cash allowance totaling $1,to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied parts, CARS would be able to also offer $towards labor.Here, the repair facility advised CARS on November 3, that the customer chose to take the cash allowance towards the repair of his vehicleCARS then provided the repair facility with an authorization number to begin the repair of the customer's vehicleAfter the repair facility provided CARS with the final repair invoice, CARS paid the repair facility via vpay/credit card in the total amount of $1,pursuant to the Terms and Conditions of the customer's Service Contract on November 3, See attached final repair invoiceAll the other items contained on the final invoice are non-covered components under the customer's Service Contract, therefore, the customer's responsibility to repair.By the customer's signature on his Power Train Service Contract (Months/7,Miles) he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractThe customer's Service Contract states under Terms and Conditions at 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 in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe were not requiring unnecessary tear-down and diagnosis of the customer's vehicle; we were only trying to determine the cause of failure.Additionally, the Service Contract states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement parts, we used the cost of the parts to be calculated towards the total amount of the claimThese parts could either be shipped to the repair facility or included in the amount of the claim allowance as stated aboveIt was the customer's decision to take the cash allowance towards the repair of the vehicleAny supplied parts we provide are to be tested by our suppliers and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed component.Under the customer's Service Contract, we were not required to cover the full cost of the repairThe customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious 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.CARS ultimate goal regarding the processing of the customer's mechanical claim was to get his vehicle repaired and on the road again as quickly as possible, without any unnecessary delaysAs you can see from the above information, the customer's mechanical claim was opened on October 31, CARS authorized and paid the customer's claim on November 3, 2016, which was within four (4) days from the date the claim was opened.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason [redacted] ? General Counsel

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]