Fox Concrete

PROTECTION PLUSOctober 7, 2016VIA: Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] MITSUBISHI OUTLANDER VIN (Last 8) [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated September 30, 2016, enclosing the above-referenced consumer complaint and respond as follows: On August 24, 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 August 29, (the attached "Service Contract"]The customer's Service Contract will expire on November 29,2016.After reviewing the customer's consumer complaint, in an effort to amicably resolve this matter, CARS will issue the customer a check for $which is the amount she paid for her Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,JPM/jmm

VIA: 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 letters dated December 7, 2016, and December 8, 2016, enclosing the above-referenced consumer's additional complaints and respond as follows:On December 2, 2016, the customer emailed CARS the Vehicle Care Package and Multi-Point Inspection Form prepared by BMW of [redacted] On December 7, 2016, CARS advised the customer in the attached letter 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 sent the attached check for the customer's towing expenses.On December 7, at 2:p.m., a repair facility advised CARS of the issues with the customer's vehicleAt this time, the customer's claim is being processed by CARSCARS is currently waiting on the repair facility to get back to us with an estimate for repairs.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 CounselJPM/jmmAttachment

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? December 18, ? VIA:? Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? RE:? ? ? ? HONDA RIDGELINE ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com ID NO.:? [redacted] ? ? ? ? ? Dear Ms [redacted] : ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? I am in receipt of your letter regarding the above-referenced vehicle dated December 12, 2017, and I would like to respond as follows:? ? According to our records, the customer purchased the above-referenced vehicle on May 24, On that same date, the customer also applied for a CARS Value Limited Service Contract (Months/7,Miles) which was approved with payment by CARS on June 1, (See “Service Contract”).? The customer’s Service Contract expired on December 1, ? ? ? ? ? ? ? ? ? ? ? ? ? First Claim:? On October 9, at 9:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing power steering pump and power steering pressure line issues.? CARS then reviewed our claim procedures with the repair facility? ? ? ? ? ? ? ? ? ? ? ? ? ? ? On October 9, at 10:a.m., the repair facility advised CARS that the power steering was whining and the customer had been adding fluid.? The repair facility further advised that they found the power steering pump and the pressure side hose to be leaking.? CARS then reviewed our claim procedures with the repair facility? ? ? ? ? ? ? ? ? ? ? ? ? ? ? On October 9, at 10:a.m., CARS then went over the amount we could assist with the repair of the customer’s vehicle as follows:? We could supply the power steering pump for $and the power steering line for $159.63.? ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays up to $per hour for labor.? Therefore, total labor was $360.00.? The claim was also subject to a $deductible.? We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $531.16.? CARS further explained that the customer had two (2) choices for assistance with the approved claim:? CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied parts, CARS could assist with the cost of labor in the amount of $260.00.? ? ? ? ? ? ? ? ? ? ? ? ? ? On October 9, at 1:p.m., the customer advised CARS that the repair facility’s labor rate convinced him to move his vehicle to a new repair facility.? At the customer’s request, CARS then reviewed the options he had for CARS to assist with the review of his vehicle.? The claim was then closed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Second Claim:? ? On October 12, at 4:p.m., a second repair facility advised CARS that the customer’s vehicle was experiencing power steering pump and power steering pressure line issues.? CARS then reviewed our claim procedures? ? ? ? ? ? ? ? ? ? ? ? ? On October 12, at 4:p.m., CARS then went over the amount we could assist with the repair of the customer’s vehicle as follows: We could supply the power steering pump for $and the power steering line for $159.63.? ProDemand labor guide stated the total repair should take hours to complete, and the customer’s Service Contract pays up to $per hour for labor.? Therefore, total labor was $360.00.? The claim was also subject to a $deductible.? We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $531.16.? CARS further explained that the customer had two (2) choices for assistance with the approved claim:? CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied parts, CARS could assist with the cost of labor in the amount of $260.00.? ? ? ? ? ? ? ? ? ? ? ? ? ? On October 16, at 11:a.m., the repair facility advised CARS that the customer would like the parts to be shipped to the repair facility? ? ? ? ? ? ? ? ? ? ? ? ? On October 17, at 1:p.m., CARS advised the repair facility that since with the cost of shipping our supplied parts was close to the same price as the repair facility’s parts, CARS was willing to pay the cost of the repair facility’s parts for the repair of the customer’s vehicle and shorten the amount of time the customer would be without his vehicle.? The repair facility was agreeable to this.? CARS then provided an authorization number to begin the repairs to the customer’s vehicle.? ? ? ? ? ? ? ? ? ? ? ? ? ? On October 24, 2017, after the repair facility submitted a proper invoice for the repair of the customer’s vehicle and pursuant to the Terms and Conditions of his Service Contact, CARS paid the repair facility $via credit card towards the repair facility supplied power steering pump, power steering line and labor needed for the repair of the customer’s vehicle.? As you can see from the above, CARS paid the repair facility the additional $for the repair facility’s supplied parts.? The claim was then closed? ? ? ? ? ? ? ? ? ? ? ? ? By the customer’s signature on his Value Limited Service Contract, he acknowledged he read, understood, and agreed to the Terms and Conditions of his Service ContractThe customer’s Service Contract states under the Terms and Conditions at Paragraph 3(e): “SERVICE CONTRACT CLAIM PROCEDURE:? CARS has the option to select used, rebuilt, or aftermarket components when authorizing repairs.”? When CARS selected the above-mentioned replacement 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 vehicle ? ? ? ? ? ? ? ? ? ? ? ? ? Here, the customer chose to take have the parts shipped for the repair of his vehicle; however, on October 17, 2017, CARS advised the repair facility that since our supplied parts were close to the cost of their parts, we would pay them to use their parts for the repair of the customer’s vehicle.? CARS did not supply the parts needed for the repair of the customer’s vehicle as evidenced by the attached invoice from the repair facility that CARS paid on October 24, ? ? ? ? ? ? ? ? ? ? ? ? ? The customer’s Service Contract states at Paragraph (u): “PROVISIONS OF THE SERVICE CONTRACT:? Coverage is superseded by any manufacturer’s warranty, TSB/factory bulletin, recall or warranty on a previous repair.”? ? ? ? ? ? ? Here, on October 24, 2017, CARS paid the repair facility $towards the repair facility via credit card for the power steering pump and power steering line and the associated labor needed for the repair of the customer’s vehicle.? As evidenced by the attached invoice, the repair facility has given the power steering pump, power steering line and the associated labor a twelve (12) month parts and labor warrantyTherefore, any issues with power steering pump and power steering line and the associated labor performed by the repair facility is between the customer and the repair facility.? ? ? ? ? ? ? ? ? ? ? ? ? ? The repair facility has given the repairs warranties on the parts the repair facility supplied and the labor performed by them; therefore, any issues with the repairs performed during the October 12, mechanical claim opened on behalf of the customer’s vehicle is between the customer and the repair facility.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Additionally, the customer’s Service Contract expired on December 1, 2017; therefore, the customer’s vehicle no longer has any coverage under his CARS Value Plus Service Contract (Months/7,Miles) and no additional mechanical claims may be opened on behalf of his vehicle ? ? ? ? ? ? ? ? ? ? ? ? Therefore, at this time, CARS is requesting that you mark this complaint as resolved.? If you have any further questions regarding this matter, please do not hesitate to contact my office? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason **? M [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel ? ?

April 17, VIA: Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: JEEP GRAND CHEROKEE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Revdex.com COMPLAINT NO.: [redacted] Dear Ms [redacted] : CARS is in receipt of your letter dated April 11, 2018, enclosing the customer’s consumer complaint for the above-referenced vehicle and respond as follows: CARS’ records indicate that on April 3, 2018, the customer purchased the above-referenced vehicleOn that same day, the customer also applied for a Value Plus Service Contract (Months/Unlimited Miles) CARS received with payment and approved the customer’s Value Plus Service Contract on April 9, (See attached Service Contract) On April 11, at 9:a.m., a repair facility opened a mechanical claim on behalf of the customer’s vehicle, advising CARS that the customer’s vehicle was experiencing water pump, hoses and thermostat issues On April 11, at 11:a.m., the customer verified with CARS that the vehicle purchase date was April 3, During that telephone call, the customer also advised CARS that he took the vehicle to the repair facility for a fluid leak The customer additionally advised CARS that he noticed the leak on either April 5, or April 6, On April 11, at 11:a.m., the repair facility advised CARS that the water pump was leaking The repair facility also recommended that the thermostat, serpentine belt and hoses be replaced, since the hoses were soft and the belt had coolant on it CARS advised the repair facility that the claim would need to be reviewed by management and CARS would call the repair facility back For all incoming calls, CARS notifies callers that phone calls may be recordedOn April 11, 2018, at 1:p.m., CARS management reviewed the recorded telephone call between the customer and CARS claims adjuster During this telephone call, the customer advised CARS that the failures with his vehicle occurred on either April 5, or April 6, 2018, which was prior to CARS’ approval with payment of the customer’s Service Contract on April 9, On April 11, at 1:p.m., CARS advised the repair facility that CARS would be unable to assist with the April 11, mechanical claim made on behalf of the customer’s vehicle because the failures were present on either April 5, or April 6, 2018, which was prior to CARS’ approval with payment of the customer’s Service Contract on April 9, By the customer’s signature on his Service Contract application, he acknowledged that he read, understood and agreed to its Terms and Conditions Directly above the customer’s signature under Acceptance to Terms, it states: “I have read, understand, and agree to the Covered Components and Terms and Conditions as stated on this entire Service Contract applicationThis Service Contract application does NOT go into effect until: (1) this completed application is received by CARS, (2) with proper payment, and (3) approved by CARS, which MAY BE DIFFERENT than My date of vehicle purchase.” Additionally, the Terms and Conditions at Paragraph 1(b) states: “COMPONENTS AND EXPENSES NOT COVERED: Component failures occurring before the date CARS receives and approves this Service Contract application are not covered.” Here, as stated previously, on April 11, 2018, the customer advised CARS that his vehicle began to experience mechanical issues on either April 5, or April 6, 2018, which was prior to CARS’ approval with payment of the customer’s Service Contract on April 9, CARS was not aware of any mechanical issues with the customer’s vehicle when CARS approved his Service Contract application on April 9, CARS does not accept service contract applications if CARS is made aware of mechanical failures prior to CARS receiving and approving the service contract application with payment If CARS had been made aware that the customer’s vehicle was experiencing mechanical issues on either April 5, or April 6, 2018, which prior to CARS’ acceptance of his Service Contract with payment on April 9, 2018, CARS would have rejected and sent back the customer’s Service Contract application with payment to the selling dealership CARS would have then required that proof of repair of the current mechanical issues be provided for future possible Service Contract approval by CARS When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service Contract As stated in the above paragraphs, the customer’s vehicle is not eligible for assistance with any failures that were present prior to CARS’ acceptance of his Service Contract on April 9, In addition, CARS relies that customers’ vehicles are in good working condition when a Service Contract application is submitted for coverage through CARS Furthermore, CARS service contracts are to be utilized for mechanical failures that occur during the coverage term and are not for mechanical failures that occur or are present prior to the Service Contract being submitted with payment, processed and approved by CARS For the reasons stated above, CARS is unable to assist with the repair of the customer’s vehicle However, the customer’s vehicle has Service Contract coverage through April 9, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under his Service Contract If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service contract When a claim is presented, CARS promptly investigates all circumstances surrounding the claim CARS honors every contract sold and stands behind CARS’ product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair If you have any further questions, please contact CARS Sincerely, Jason ** M [redacted] General Counsel JPM/cll Attachment Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My vehicle would not be repaired by Cars Protection Plus due to a previous owners wreck and as such I believe it falls under the federal Magnuson-Moss Act (U.S.C2301-2312) for a pro-rated refund Regards, [redacted]

August 1, 2016VIA: SUBMITTED TO Revdex.com WEBSITEPatricia ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] MERCEDES CLKVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated July 25, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On August 18, 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 August 25, (the attached "Service Contract").First Claim: On July 6, at 11:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing thrust arm, sway bar link and lower control arm issuesCARS then went over our claim procedures with the repair facility.On July 6, at 11:a.m., CARS reviewed our claim procedures with the repair facilityThe repair facility advised CARS that the thrust arm bushing, ball joints that attach to the thrust arms, both lower arm bushings and sway bars links had failedCARS advised the repair facility to fax CARS an estimate with part numbers and we would call him back after the estimate was reviewed.On July 11, at 8:a.m., the repair facility advised CARS that the customer removed the vehicle without any repairs being performedSince the vehicle was removed, the claim was closed.Second Claim: On July 13, at 1:p.m., a new repair facility advised CARS that the customer's vehicle was experiencing thrust arm/bushing, sway bar link and lower control arm issuesCARS then went over our claim procedures with the repair facility.On July 13, at 1:p.m., the repair facility advised CARS that there was a noise under the vehicleThe repair facility advised that the front thrust arms have excessive play from the ball jointsThe repair facility further advised that the front lower control arm bushings and the front sway bar had failedCARS then went over our claim procedures.On July 14, at 11:a.m., CARS reviewed with the repair facility the customer’s options of having the parts shipped to the repair facility or taking cash allowance towards the repair of their choiceCARS then requested that the repair facility fax CARS an estimate with part numbers and we would call him back after the estimate was reviewed.On July 18, at 8:a.m., CARS telephoned the repair facility to get the status of the customer’s claimThe repair facility advised that they would telephone CARS with the part numbers and that the vehicle was still at the repair facility.On July 20, at 2:p.m., CARS left a voice message for the customer to telephone CARS.On July 21, at 10:a.m., CARS returned he customer's voice message giving CARS permission to speak to her friend and spoke to the customer's friend who advised that MsWalton's vehicle was no longer at the repair facilityCARS explained the procedures for opening a new claim.As of today, August 1, 2016, a new claim has not been opened on behalf of the customer's vehicle.By the customer’s signature on her Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinIt is stated in your Service Contract under: "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility must provide CARS with an estimate and obtain an authorization number before any repairs are begun." Here, CARS requested an estimate with the part numbers for failed the thrust arms/bushings, sway bar link and lower control arms to your vehicle so that we would be able to determine what replacement parts/assemblies are covered under the customer's Service ContractAfter CARS receives and reviews this information, we will advise the repair facility/the customer on the options we have to assist the customer with the claim.Here, neither of the two repair facilities that opened claims on behalf of the customer’s vehicle supplied CARS with the requested estimate with part numbers so that we could move forward with the July 6, and July 13, claims made on behalf of the customer’s vehicle what components would be covered under the customer's Service Contract.Under the customer's Service Contract, we are not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what components are specifically CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with an estimate listing the requested part numbers before CARS can move forward with the mechanical issues the customer’s vehicle is experiencing.The customer has Service Contract coverage through August 19, 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.JPM/jmm

August 12, 2015VIA: ELECTRONICALLY THROUGH Revdex.com WEBSITERE: COMPLAINT ID # [redacted] [redacted] VIN (Last [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated August 11, 2015, enclosing the above-referenced consumer complaint and respond as follows: According to our records on July 20, 2015, after CARS received the transfer of ownership and payment for the transfer, a CARS Value Plus Service Contract (Months/Unlimited Miles) was transferred to the customer by the original purchaser of the Service Contract (See attached "Service Contract”).On August 7, 2015, at 1:p.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing rear differential and tie rod issuesWe then went over our claim procedures with the repair facility.On August 7, 2015, at 2:p.m., the repair facility advised CARS that a growling noise was coming from the rear differential and fluid had leaked from the pinion sealThe repair facility further advised that the cause of failure was the pinion sealThe repair facility was to fax an estimate with the cause of failure to CARSHowever, the faxed estimate did not have a cause of failure to the customer's vehicle listed.On August 7, at 4:p.m., in a recorded call the repair facility advised CARS that the cause of failure was the pinion seal.On August 7, at 4:p.m., CARS advised the repair facility that pursuant to the customer's Service Contract coverage, CARS was unable to assist with the repair to the customer's vehicle because the pinion seal is a non-covered component under the customer's Service Contract.By the customer's signature on her Value Plus Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the service contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVECOMPONENTS.” and under Terms and Conditions at Paragraph 1(a) and 1(f): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure." and"Damage/failure to a covered component caused by a non-covered component." Here, the pinion seal is not listed for coverageThe pinion (non-covered component) caused damage to the rear differential (covered component): therefore, it is the customer's responsibility to repair the pinion seal and any damage caused by the pinion seal.The customer's Service Contract states at Paragraph l(q): "COMPONENTS AND EXPENSES NOT COVERED: Fluid leaks and damage caused by fluid leaks." The pinion seal leak caused the damage to the rear differential.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 their financial responsibility for the tear-down, diagnosis charges, filters, and taxes.For these reasons, CARS stands by its decision and is unable to offer any assistance with the August 7, claim made on behalf of the customer's vehicle pursuant to the Terms and Conditions of her Service Contract.The customer has Service Contract coverage through September 12, CARS will review any claims opened on behalf of the customer's vehicle and if the failures are covered pursuant to the Terms and Conditions of her Service Contract, CARS will pay accordinglyWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason [redacted] General Counsel [redacted] Attachment

July 16, VIA:? Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? ? ? ? ? ? ? ? ? ? ? ? RE: ? ? ? ? VOLVO [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? CONTRACT NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? [redacted] ? Dear Ms [redacted] : ? I am in receipt of your letter dated July 12, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? I would like to respond as follows:? CARS’ records indicate that on December 20, 2017, the customer purchased the above-referenced vehicleOn that same day, the customer also applied for a Value Plus Service Contract (Months/Unlimited Miles).? CARS received with payment and approved the customer’s Value Plus Service Contract on December 27, (See attached Service Contract)? ? ? ? ? ? ? ? ? ? ? ? On May 30, at 1:p.m., a mechanical claim was called in by a repair facility, advising that the customer’s vehicle was experiencing frame module and wiring harness for the sunroof, climate control module, windshield, and intake manifold issues? On May 30, at 2:p.m., the repair facility reviewed the mechanical issues and advised that the intake manifold was leaking waterDuring that telephone call, CARS advised the repair facility that all the components in need of repair on the customer’s vehicle were non-covered and/or not listed for coverage.? Therefore, CARS would not be able to offer any assistance with the mechanical claim made on behalf of the customer’s vehicle.? The claim was then closed? The customer’s executed Value Plus Service Contract acknowledged that she read, understood and agreed to the Terms and Conditions of the Service ContractThe Service Contract advises that intake manifold gaskets are covered for coolant leaks only.? Here, the customer’s vehicle was leaking water ? ? ? ? ? ? ? ? ? ? ? ? The customer’s Service Contract advises that components not listed are not covered, regardless of failure and that coverage is limited to the specific executed version.? Here, frame module and wiring harness for the sunroof, the climate control module and the windshield are non-covered components under the customer’s Service Contract and not listed for coverage.? CARS would like to clarify if any of the components listed under “AIR CONDITIONING AND FREON” fail, CARS will assist with the repair of these components, pursuant to the Terms and Conditions of the customer’s Service Contract.? ? For your convenience, CARS has attached a copy of the customer’s Service Contract with the above-referenced covered components and provisions highlighted for your review? CARS is not required to cover the full cost of the repair pursuant to the customer’s Value Plus Service Contract, which is limited in its duration, terms, conditions, and covered components.? It is not comprehensive (bumper to bumper) coverage.? Various provisions of the service contract inform what components are specifically covered and 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 offer any assistance with the May 30, claim.? The customer Service Contract coverage on her vehicle expires on December 27, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered.? If covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the Service Contract ? Ms [redacted] , CARS hopes this letter clarifies the coverage available to the customer under her Value Plus Service ContractWhen a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract sold and stands behind CARS’ products 100%.? If you have any further questions, please contact my office? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason *M [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel ? ? JPM/jmm Attachment

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

[redacted] Revdex.com of Western Pennsylvania [redacted] RE: COMPLAINT ID # [redacted] DODGE JOURNEYVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***: I am in receipt of your letter dated January 15, and January 20, enclosing the above- referenced consumer complaints and respond as follows: On January 21, CARS telephoned the customer to explain the processing and the amount of her refundCARS now considers this matter resolved.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason PM [redacted] General Counsel

COMPLAINT ID # [redacted] VW BEETLE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***: I am in receipt of your letter dated August 24, 2015, enclosing the above-referenced consumer complaint and respond as follows: After a management review of the customer’s consumer complaint, CARS has provided the customer with the name of a dealer near her residence who will provide an inspection to her vehicle at no cost to herAfter the inspection of the customer's vehicle, the selling dealer will submit an Independent Service Contract (Recurring Payment) application and payment authorization form with one (1) month payment provided by the customer to CARSCARS considers this matter to be resolved When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me Sincerely, Jason [redacted] General Counsel

April 18, VIA:? Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? RE: ? ? ? ? SUBARU LEGACY ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? [redacted] ? Dear Ms [redacted] : ? CARS is in receipt of your letter dated April 10, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? CARS would like to respond as follows:? ? According to CARS’ records, the customer purchased the above-referenced vehicle on May 19, On that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved on May 26, 2018.? (See attached “Service Contract”)? First Claim:? On November 27, at 4:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing shaking and loss of power.? During the intake of the claim, the repair facility advised CARS that they did not perform tear-down; therefore, pursuant to the customer’s Service Contract, CARS advised the repair facility that the customer would have to move her vehicle to a repair facility able to perform tear-down.? The claim was then closed ? Second Claim:? On February 13, at 9:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issues.? CARS then reviewed CARS claim procedures with the repair facility.? Per the consumer complaint, the customer states that the dealership took her vehicle to the selling dealer’s repair facility? On February 13, at 10:a.m., the repair facility advised CARS that the customer’s vehicle was driven to the repair facility on January 8, (days earlier).? The repair facility advised CARS that the compression was low; however, no compression readings were available to provide to CARS.? The repair facility advised that the engine was burning oil and smoking.? The repair facility was unsure of the condition of the fluids, if the head gaskets were leaking or if the check engine light was displayed in the customer’s vehicle.? The repair facility then advised that they would get back to CARS with answers to CARS questions later.? CARS advised that in order to move forward with the mechanical claim made on behalf of the customer’s vehicle, CARS would need all the requested information.? CARS then reviewed CARS’ claim procedures with the repair facility? CARS then advised the repair facility to obtain the customer’s permission to tear-down the customer’s vehicle to the point of failure to verify the cause of failure and extent of damage to the customer’s vehicle.? CARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.? CARS advised the repair facility to get back to CARS with their findings ? On February 13, at 10:a.m., the repair facility advised CARS that the engine in the customer’s vehicle was a turbo engine, the compression was 60-psi on all cylinders, the head gaskets were leaking oil and coolant and the vehicle was difficult to start.? The repair facility further advised that the engine in the customer’s vehicle was worn out? On February 13, at 1:p.m., after the repair facility verbally provided their estimate for the repair of the customer’s vehicle, CARS went over the amount CARS could authorize with the repair facility as follows:? CARS could supply the engine for $2,050.00.? CARS would also assist with the oil and coolant needed for the repair of the customer’s vehicle in the amount of $ProDemand labor guide stated that the repair should take hours to complete and the customer’s service contract pays up to $per hour.? ? Therefore, total labor covered was $The claim was also subject to a $deductible.? CARS explained that the total value of the claim after the deductible was applied was $2,502.45, and CARS could supply the part as stated above and pay $towards labor and fluids or pay $2,towards the repair of the customer’s choice.? CARS then asked the repair facility to get back CARS with the customer’s decision ? On February 13, at 2:p.m., CARS advised the repair facility that the cause of failure that they provided to CARS was low compression not a failed turbo; therefore, CARS was unable to authorize a new turbo for the customer’s vehicle.? CARS then advised the repair facility that a supplied engine would be covered until the customer’s Service Contract expired on May 26, 2018.? CARS advised the repair facility to review the expiration date of the customer’s Service Contract with her.? CARS further advised the repair facility that the customer was able to take a cash allowance from CARS to assist with the repair facility’s supplied engine? Three (3) days later, on February 16, at 10:a.m., CARS telephoned the repair facility to check on the status of the February 13, engine claim made on behalf of the customer’s vehicle.? The repair facility advised CARS that they would telephone CARS in an hour regarding the customer’s decision to use CARS’ supplied engine or take the cash allowance to use towards the repair of her vehicle? Five (5) days later, on February 21, at 9:a.m., CARS again telephoned the repair facility to check on the status of the February 13, engine claim made on behalf of the customer’s vehicle.? The repair facility advised CARS that they would telephone CARS in half an hour with customer’s decision to use CARS’ supplied engine or take the cash allowance to use towards the repair of her vehicle? Fourteen (14) days later, on March 7, at 4:p.m., the repair facility advised CARS that the customer would like for CARS to ship CARS supplied parts to the repair facility ? On March 7, at 4:p.m., after CARS was informed by our supplier that the cost of a supplied engine was now $2,450.00, CARS then provided an authorization in the total amount of $2,to the repair facility to begin the repairs to the customer’s vehicle ? On March 7, at 4:p.m., CARS gave an estimated arrival time of March 13, or March 14, for the supplied engine.? This is the last communication CARS had with the repair facility? On March 8, at 3:p.m., the customer telephoned CARS find out the status of her claimCARS reviewed the February 13, engine claim with the customer and the amount CARS was able to authorize for the repair of her vehicleThe customer then requested the VIN of the donor vehicle.? ? On March 8, at 4:p.m., CARS provided the customer with the VIN of the donor vehicle.? This is the last communication CARS had with customer? On April 2, 2018, pursuant to the Terms and Conditions of your Service Contract, CARS paid our supplier $2,for the supplied engine needed for the repair of the customer’s vehiclePlease see the attached invoice ? The last communication that CARS had with the repair facility regarding the repair of the customer’s vehicle was on March 7, 2018.? The last communication that CARS had with the repair facility regarding the repair of the customer’s vehicle was on March 8, 2018.? ? ? ? ? ? ? ? ? ? ? ? ? CARS has never been notified of any issues with the shipping or any mechanical issues with the CARS’ supplied engine that from the repair facility or the customer.? CARS’ supplier has also advised CARS that they have never spoken to the repair facility or customer regarding any issues with the shipping or any mechanical issues with the CARS’ supplied engine.? ? ? ? ? ? ? ? ? ? ? ? ? Neither, CARS nor CARS’ supplier have any knowledge of any delivery issues with the customer’s supplied engine.? Please see the attached FedEx tracking slip showing that the supplied engine was delivered on March 13, ? If the repair facility has found mechanical issues with the supplied engine, please have the repair facility contact CARS or CARS’ supplier? ? ? ? ? ? ? ? ? ? ? ? As of today, the repair facility has not submitted any invoice for payment of labor and fluids to CARS? ? ? ? ? ? ? ? ? ? ? ? CARS has processed the February 13, engine claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of the customer’s Service Contract.? Any delays in the repair of the Customer’s vehicle is between the customer, the repair facility and the selling dealer ? The customer’s vehicle has Service Contract coverage through May 26, 2018.? 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.? ? Ms [redacted] , CARS hopes the above summary provides you with the information and timeline you are requestingWhen a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract that CARS sold and stands behind CARS’ products 100%.? If you have any further questions regarding this matter, please do not hesitate to contact my office? Sincerely, Jason *M [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel ? JPM/jmm Attachment ? ? ? ?

May 29, VIA:? Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? RE: ? ? ? ? FORD FUSION ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? C-? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? [redacted] ? Dear Ms [redacted] : ? CARS is in receipt of your letter dated April 26, 2018, enclosing the customer’s consumer complaint regarding his Service Contract with CARS.? CARS’ responds as follows:? CARS’ records indicate that on August 5, 2015, the customer purchased the above-referenced vehicle.? On that same date, the customer also applied for a Value Plus Service Contract (Months/Unlimited Miles).? CARS received the Service Contract application with payment and approved the customer’s Value Plus Service Contract on October 1, 2015.? See attached Service Contract? On May 14, at 4:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing wheel bearing issuesCARS then reviewed CARS claim procedures with the repair facility? On May 14, at 4:p.m., the repair facility advised CARS that the customer’s vehicle was experiencing front end noise while driving? ? The repair facility advised CARS that the customer’s vehicle had oversized wheels and tires.? The manufacturer’s specification for the tires on the customer’s vehicle was 205/60/size tiresThe tires on the customer’s vehicle were 245/35/size tiresThe repair facility advised that the right front wheel bearing was loose and making noise.? ? On May 14, at 5:p.m., CARS advised the repair facility that CARS was unable to assist with repair of the customer’s vehicle and that the customer’s Service Contract was cancelled by CARS due to his vehicle having been modified/altered with oversized tiresCARS further advised that CARS would provide the customer with a prorated refund of his Service Contract? On May 15, 2018, CARS mailed a Notice of Service Contract Cancellation Form and Release to the customer for his signature and lienholder information so that CARS could process the prorated refund of his Service Contract ? On May 21, at 1:p.m., CARS reviewed the May 14, mechanical claim and the cancellation of the customer’s Service Contract with himCARS advised the customer that his vehicle was altered/modified with oversized tires; therefore, his Service Contract was now cancelled pursuant to the Terms and Conditions of his Service ContractCARS then reviewed the cancellation of the customer’s Service Contract with him? ? By the customer’s signature his Value Plus Service Contract he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinIt is stated under the Terms and Conditions at Paragraph 1(d) and 2(g): “COMPONENTS AND EXPENSES NOT COVERED:? Vehicles modified or altered from the original manufacturer’s specifications, including but not limited to the following modifications: frame, suspension or body lift kits, wheels/tires (not to OEM specifications), emission system, exhaust system, engine, transmission and drive axle, regardless of when modifications or alterations were performed.” and “PROVISIONS OF THE SERVICE CONTRACT:? “Altered or modified vehicles are not covered and shall void the service contract.” ? The customer states in his consumer complaint that he purchased new rims and tires for his vehicle two (2) years ago.? ? CARS was advised by the repair facility during the processing of the May 14, mechanical claim opened on behalf of the customer’s vehicle that the tires and rims on the customer’s vehicle were oversized for his vehicle.? The tire size on the customer’s vehicle was 245/35/size tires; therefore, the tires were oversized? Pursuant to the Terms and Conditions of the customer’s vehicle Service Contract, CARS cancelled the customer’s Service Contract for modifications/alterations due to the tire and rim sizeThe size of the tires and rims on the customer’s vehicle was not according to the manufacturer’s specifications.? ? Additionally, the customer’s vehicle met CARS’ eligibility requirements when his Service Contract application was submitted by the selling dealer and approved by CARS on August 31, 2015.? It was not until the processing of the May 14, mechanical claim that CARS became aware of the alterations/modifications o the customer’s vehicleAs stated above the customer states in his consumer complaint that he purchased tires and rims for his vehicle two (2) years agoOnce notified of a modified/altered vehicle, CARS has the right to cancel the Service Contract immediately.? The customer’s Service Contract is now void and his vehicle no longer has Service Contract coverage under his Value Plus Service Contract? The Service Contract also states at (c): “CANCELLATION PROVISIONS:? If your vehicle is altered or modified after purchase, and if a claim has been made, the Service Contract is cancelled and no refund shall be issued.”? Here, since the customer altered/modified his vehicle with oversized tires and rims, the customer is not entitled to a refund of his Service Contract.? However, in a goodwill gesture, CARS will issue a prorated refund to the customer’s lienholder unless proof of payoff is provided to CARSCARS will mail the prorated refund to the lienholder or the customer upon receipt of completed and executed Notice of Service Contract Cancellation Form and Release (see attached) ? As evidenced in the above paragraphs, CARS was correct in not assisting with the repair of the customer’s vehicle and cancelling his Service Contract? When a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract sold and stands behind CARS’ products 100%.? If you have any further questions regarding this matter, please do not hesitate to contact my office? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason [redacted] M [redacted] General Counsel ? JPM/jmm Attachment ? ?

On Tue, Dec 6, at 12:PM, T [redacted] > wrote:Dear Cars Protection Plus Legal,? I have enclosed the BMW of [redacted] Vehicle Care Package and Multi Point Inspection Form (Quote for repair) dated 5DEC? Request that Cars Protection Plus open a claim and pay for repairs in the amount of $14,? ? I understand that originally the battery was not fully covered with the warranty; however the result of this dead battery was vehicle in storage status for the past year as per my original letter.? ? Also request that the funds be sent expeditiously to the BMW of [redacted] so that they may begin repair work and order the necessary parts.? ? Click here to view your Vehicle Care Package? ? Revdex.com Complaint # [redacted] ? ? ? -----Original Message-----From [redacted] Sent: Mon, Dec 5, 3:pmSubject: A note concerning your vehicle: BMW SeriesClick here to view your Vehicle Care PackageThis includes your vehicle inspection report, service plan, and information about any caution or failed items found during the inspection.Your service advisor will review this information with you

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 ? I do understand the wording of the contract and it does state that the repairs have to be approved prior to any work being completed? My concern is with the companies handling of the request? Now tell me as a company you care about your customer and the answer is only those that are paying in? What would it of hurt for you to contact the repair facility and have your adjuster ask his questions? Before or after the repair the answers will be the same? Maybe the repair would have met the "prior notice" part of the contract and you could of helped a customer out? That is taking care of your customer? Even if the result would have come back as rejected or partial value that would have been acceptable? As soon as that "prior authorization" was not met your reps shut me down and it isn't them its you as a company? You just made money and that is what matters right? They didn't even ask why I didn't get prior approval they just said "No we will not cover the repair"? Thanks for listening Regards, [redacted]

VIA: EMAIL THROUGH Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] CHRYSLER VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated September 26, 2016, enclosing the above-referenced consumer complaintwould like to respond in the following manner: On September 1, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Power Train Service Contract (Months/4,Miles)The customer's Service Contract was accepted and approved by CARS on September 2, (the attached Service Contract).On September 21, at 1:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issues.On September 21, at 2:p.m., the customer advised CARS that she had been having mechanical issues with the vehicle since the purchase dateThe customer also stated that she did not notice any issues with the transmission except the "SES" illuminated with a transmission code.On September 21, at 4:p.m., the repair facility advised that the customer's vehicle was jerking on shifts and the code was P(i.espeed sensor)The repair facility originally stated that the vehicle needed a transmission control module (TCM)/Electro Hydraulic Control Unit, which included the input and output speed sensorsAccording to the repair facility, the module/unit could be purchased separate from the valve bodyCARS advised the repair facility that we would review the claim and get back to him.On that same date at 4:p.m., CARS advised the repair facility that the TCM/Electro Hydraulic Control Unit was a non-covered component under the customer's Service Contract; therefore, CARS would be unable to assist with the repairThe repair facility was unhappy with CARS decision and requested to speak with a claims managerThe telephone call was then transferred.At 5:p.m., a claims manager reviewed the claim with the repair facilityThe repair facility stated that the failed part number was RL108213ABDuring that telephone call, the claims manager looked up the part number and advised the repair facility that the part number was for a valve bodyThe repair facility stated that the failed part was part of the valve body, but didn’t attach to the valve bodyThe repair facility then stated that it was the input and output speed sensors that needed replacedThe claims manager advised the repair facility that CARS would look into the claim and call him back.On September 22, at 11:a.m., after researching the components requiring repair and replacement on the customer's vehicle, CARS contacted the repair facility and requested that they provide CARS with the estimate for repair for clarification.After receiving the estimate, on September 22, at 1:p.m., CARS advised the repair facility the transmission in the customer's vehicle was a Merecedes brand and that the actual name of the part was a "conductor plate." The speed sensors are built into the conductor plate and can be serviced and sold separately from the valve bodyCARS also advised that the conductor plate is not an internally lubricated part of the transmission; therefore, CARS would not be able to assist with the repair.CARS also confirmed with one of its parts suppliers that the speed sensors requiring repair on the customer's vehicle are built into the conductor plate and can be serviced and sold separately from the valve bodySee photograph of conductor plate attached for further clarification.On September 22, as 2:p.m., a claims manager again advised the repair facility that the part needed to be replaced on the customer’s vehicle was the conductor plate, with the speed sensors built inCARS also advised that since the conductor plate is not an internally lubricated part of the transmission, is not listed for coverage, and can be serviced and purchased separately from the valve body; CARS would be unable to assist with the repair under the Terms and Conditions of the customer's Service Contract.By the customer's signature on her Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states under Terms and Conditions at Paragraph (a): It is stated in your Service Contract under: "COVERED COMPONENTS" (AUTOMATIC TRANSMISSION/TRANSFER CASE)Lubricated parts contained within the transmission or transfer case housing: torque converter; bands; pump; pump housing; carrier assembly; planetary gears; chain; drums; reaction shaft; governor; valve body; and servo assemblies..." In addition, at "Covered Components: "Coverage limited to above components." Also, under Term and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure."Here, the repair facility that the customer chose to repair her vehicle advised CARS that the input and output speed sensors were the only failure to the vehicleThe speed sensors are built into the conductor plate, which can be purchased separately from the valve body and are not an internally lubricated part of the transmissionTherefore, this repair is not covered under the customer's Power Train Service Contract.For the reasons stated above, CARS stands by its decision and is unable to offer any assistance with the September 21, claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of the Customer’s Service Contract.The customer has Service Contract coverage available through December 2, or 113,miles, whichever occurs firstShould the customer's vehicle incur future mechanical issues, CARS will process the claim to determine if the failed component is coveredIf covered, CARS will authorize and pay the claim pursuant to the Terms and Conditions of the customer’s Power Train Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason [redacted] ? General CounselJPM/cllAttachments?

March 29, 2016VIA: Submitted to Revdex.com website [redacted] ***RE: COMPLAINT ID# [redacted] AUDIAVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated March 29, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: According to our records, the customer purchased the above-referenced vehicle on November 20, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on November 29, 2014.On March 7, at 2:p.m., CARS received a telephone call from a repair facility advising that customer’s vehicle was experiencing engine issuesWe then went over our claim procedures.On March 7, at 3:p.m., the repair facility advised CARS the customer's vehicle was towed to the repair facility on March 7, The repair facility advised that customer's vehicle was misfiring, experiencing loss of power and the check engine light was displayedCARS then went over our claim procedures in detailCARS advised the repair facility to obtain the customer's authorization to tear-down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of his Service ContractCARS further advised the repair facility to hold all parts and any repairs done without prior authorization would be denied by CARSCARS advised the repair facility to telephone CARS with their findings.On March 15, at 9:a.m., the repair facility advised CARS that cylinder #forward intake valve was damaged and need to be sent to a machine shop for diagnosisCARS reviewed with the repair facility that they would need to obtain the customer’s permission to send the head to the machine shopCARS further advised that pursuant to the Terms and Conditions of the customer's Service Contract, the customer was responsible for any diagnosis chargesCARS further advised that no repairs should be completed without authorization from CARSWe advised the repair facility to get back to us with their findings.On March 15, at 4:p.m., the customer telephoned CARS to check on the status of the claim and if we needed anything from him or the repair facilityCARS advised that everything was going well at? that time and we were waiting on the report from the machine shopWe explained that we would move forward with the claim when we received the machine shop's findings and their estimate for repair.On March 25, at 9:p.m., the repair facility advised CARS that there was no warpage found on the headThe repair facility advised that the customer's vehicle needed head bolts, gasket valve crank kit, intake valve, seals for the cam injector, timing chain guide and turbo solenoid valveThe repair facility further advised that upon start up there was a slight miss that could be coming from the high pressure fuel pumpThe repair facility faxed their invoice showing parts and labor charges for CARS' review.On March 25, at 9:a.m., in a recorded telephone call, the repair facility advised CARS that the customer’s vehicle had a slight miss on staand no recoding on staconfirming that the customer's vehicle had been repaired.On March 25, at 10:a.m., CARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was unable to offer any assistance on the repairs to the customer’s vehicleThe repairs to the customer's vehicle were performed without prior authorization from CARSCARS advised the repair facility that we reviewed our claim procedures with them on March 7, and March 15, 2016.On March 25, at 10:a.m., CARS advised the customer that pursuant to the Terms and Conditions of his Service Contract, CARS was unable to offer any assistance on the repairs to the customer’s vehicleThe repairs to the customer’s vehicle were performed without prior authorization from CARSCARS advised the customer that we reviewed our claim procedures with the repair facility on March 7, and March 15, 2016.On March 25, at 11:a.m., a claims manager reviewed the claim with the customerThe claims manager advised the customer that CARS does not pay for unauthorized claims and that the repair facility was instructed by CARS to not to perform any repairs without prior authorization from CARSThe customer advised that he would like a refund of his Service ContractThe claims manager then referred the customer to our cancellation department.On March 25, at 11:a.m., the customer advised CARS that he would like to keep his Service Contract in effect but would like to review his Service Contract cancellation optionsCARS then reviewed his state's cancellations provisions with him.By the customer’s signature on his Service Contract the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe customer's Service Contract states under Terms and Conditions at Paragraph 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from C.A.R.S." Here, the repair facility chosen by the customer to repair his vehicle was advised by CARS that any repairs done without prior authorization would be denied by CARS on March 7, and March 15, However, the repair facility performed the repairs to the customer’s vehicle without prior authorization from CARS.The customer's Service Contract states under the Terms and Conditions at 3(e) and 3(g): "SERVICE CONTRACT CLAIM PROCEDURE: The repair facility must provide C.A.R.Swith anestimate before any repairs are begun." and "If it is determined that a covered component has failed and an estimate for the repairs is approved by C.A.R.S., an authorization number will be issued for the repair" and "...No invoices or receipts will be processed without a valid authorization number."? By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, however, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair his vehicle never contacted CARS with the cause of failure to his vehicle and never provided an estimate for the repair of his vehicle so CARS could move forward with the processing of the claim made on behalf of the customer's vehicle.As you can see from the above paragraphs, the repair facility was made fully aware of CARS’ claim procedures stated in the customer's Service ContractIn addition, our claim procedures were discussed with the customer on March 15, by the claims adjustor and the repair facility was made aware of CARS' claim procedures by the claims adjustor on March 7, and March 15, To reiterate, CARS was never given the opportunity to review the repairs made to the customer’s vehicle repair to determine if the failed component was covered pursuant the customer's Service Contract or to determine the amount we would be able to assist with the repair of the customer’s vehicle.As evidenced in the above paragraphs, CARS has fulfilled all of its obligations under the Terms and Conditions of the customer's Service Contract; therefore, we were unable to assist with the claim due to failure to follow proper claim procedures which must be followed by all CARS' customers.The customer has Service Contract coverage on his vehicle through November 29, Should the customer's vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under his Service 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

May 18, 2016VIA: Submitted to Revdex.com website [redacted] ***RE: COMPLAINT ID # [redacted] CHEVY SILVERADO VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:am in receipt of your letter dated May 17, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on February 5, On that same date the customer also applied for a CARS Power Train Service Contract (Months/4,Miles) and the same was received with payment and approved by CARS on February 5, The customer’s Service Contract expired on May 8, 2016; however, CARS will pay for the transmission repair pursuant to the Terms and Conditions of the customer's Service Contract since a transmission claim was opened prior to the expiration date of his Service Contract.First Claim: On March 9, at 2:p.m., a repair facility advised CARS that the customer's vehicle was experiencing purge valve issuesCARS advised the repair facility that the purge valve was a non-covered component under the customer's Service Contract.Second Claim: On April 25, at 1:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issuesCARS then reviewed our claim procedures with the repair facilityCARS further advised the repair facility to obtain the customer's authorization to perform a limited teardown on the customer's vehicle to determine the cause of failure and extent of damage to the customer's vehicleCARS advised that if the limited teardown does not provide the cause of failure then a full teardown would be necessaryCARS further advised that the customer is responsible for all diagnostic and tear-down costs for his vehicle.On April 27, at 10:a.m., the repair facility advised CARS that they had found ground metal and clutch material in the transmission panCARS then went over the amount we could authorize with the repair facility as follows: We could supply the transmission for $Demand labor guide stated that the repair should take hours to complete and the customer’s service contract pays up to $per hourTherefore, total labor covered was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $1,068.00, and we could supply the parts as stated above and pay $towards labor or pay $1,towards the repair of the customer’s choiceWe then asked the repair facility to get back us with the customer's decision.On April 27, at 10:a.m., the customer advised CARS that he was unhappy with the amount CARS was authorizing for the repair of his vehicleCARS reviewed the transmission claim with the customerCARS further advised that pursuant to his Service Contract, CARS could only assist with $per hour for labor and the repair facility chosen by the customer charged $per hour for laborThe customer advised that he would telephone the repair facility with his decision.On April 29, at 9:a.m., the repair facility advised that the customer would like CARS to ship the transmission to the repair facilityLater that same day, CARS provided an authorization number to the repair facility to begin the repair to the customer's vehicle.On May 10, at 3:p.m., the repair facility advised CARS that the supplied transmission had no reverseCARS advised that we would notify our supplier of the problem.On May 11, at 1:p.m., CARS advised the customer that we were checking on the status of the transmissionCARS also reviewed our rental benefits with the customer and advised that he did not qualify for rental benefits pursuant to the Terms and Conditions of his Service Contract.On May 16, at 9:p.m., our supplier advised CARS that the supplied transmission would arrive on May 17, 2016.On May 16, at 2:p.m., CARS advised the customer that the supplied transmission should arrive on May 17, CARS advised the customer that pursuant to his Service Contract, CARS did not assist with any time lost or inconvenience caused by the loss of his vehicle.The supplied transmission was delivered to the repair facility on May 16, at 2:p.m.By the customer's signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe customer’s service contract states under terms and conditions at Paragraph 3(f): “SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are tested and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed componentHere, the customer chose to have CARS supply the transmission to the repair facility for the repair of his vehicle.The customer's Service Contract states at Paragraph 2(m): “PROVISIONS OF THE SERVICE CONTRACT: C.A.R.Swill not be responsible for any time lost, any inconvenience caused by the loss of use of Your vehicle, the quality of the repair by the repair facility or for any other incidental or consequential damages You may have.” CARS has no control over our suppliers shipping dates or errors in shipping; however we do have an obligation to the customer to ensure that we make every effort to ensure that the customer’s vehicle is repaired as quickly as possibleAs stated above are supplied parts are to be tested by our suppliers; however, the supplied transmission was not working properly when installed into customer’s vehicleHere, in a goodwill gesture, CARS is waiving the $deductible for the transmission claim.It is stated at Paragraph 2(C): 'PROVISIONS OF THE SERVICE CONTRACT: The Service Contract does NOT go into effect until: fl) this application is_received by CARS Protection Plus, Inc("CARS”), (2) with proper payment, and fapproved bv CARS, which may be different than my date of vehicle purchaseThis Service Contract will last for the time period or mileage indicated whichever occurs first, so long as You own the vehicleThe customer’s service contract expired on May 8, 2016; therefore, since the claim was opened prior to the expiration of the customer's Service Contract, CARS will assist with the transmission claim pursuant to the Terms and Conditions of the customer's Service ContractHowever, the supplied transmission will not have coverage beyond once the transmission claim is closed.The rental benefits of the customer’s service contract states: "The Service Contract Holder will be reimbursed $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.” Here, as stated above the time to repair the covered components (transmission) was hours based on ProDemand Labor Guide; which would not have entitled the customer any reimbursement towards rental expensesHowever, in a goodwill gesture, CARS will issue the customer a check for $which represents additional eight (8) days that it took for a second supplied transmission to arrive at the repair facility.The customer Service Contract states: "Covered Components: "Coverage limited to above components.” And under Term and Conditions at Paragraph 1(a): "Components and Expenses Not Covered: Components not listed regardless offailure." Here, the customer refers to a claim opened in April; however, the only claim opened prior to the April 25, claim was on March 9, for purge valve issuesThe purge valve is not listed for coverage under the customer's Service Contract.The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive" coverageTherefore, pursuant to the customer's Service Contract, CARS is not required to pay the full cost of the repairsThe Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what is specifically covered and her financial responsibility for the tear down, diagnosis charges, non-covered components, filters, taxes, the difference in labor rates and deductibleCARS apologizes for any inconvenience that the delay in the arrival of second supplied transmission has caused the customerAlthough CARS had no control over the shipping time of the supplied parts or the failure of the first supplied transmission, in a goodwill gesture, CARS is paying the customer for eight (8) days of rental benefits and waiving the $deductible.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office

January 16, 2017VIA: EMAIL/WEBSITERE: COMPLAINT ID # [redacted] INFINITI GVIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated January 12, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle from the previous owner of the vehicle on August 1, A Value Plus Service Contract, also owned by the previous owner was transferred to the customer on August 1, for a transfer fee to CARS in the amount of $(See attached Service Contract].On January 10, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing inoperable window wipers and the check engine light was displayedThe repair facility advised that the engine was running roughThe repair facility further advised that the wiper motor and the bank intake cam magnetic rder failedCARS then went over our claim procedures with the repair facility.CARS then went over the amount we could assist with the repair of the customer's vehicle as follows: We could supply the front wiper motor 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 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 front wiper motor as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would not be able to assist with the labor due to the $deductibleThe repair facility advised that they would get back to us with the customer's decision.On January 11, at 9:a.m., a customer service representative reviewed the claim with the customerThe customer then requested to speak to the claims adjustor and was transferred to him.On January 11, at 9:a.m., the customer's claim adjustor reviewed his Service Contract coverage with the customerThe claim adjustor advised the customer that the intake engine cover is not listed for coverage under his Service Contract; therefore, we were not able to assist with that portion of the claim.By the customer's signature on his on Value Plus Service Contract (Months/Unlimited Miles), the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinIt is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." 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 failure." Here, the bank intake cam magnetic rder and the intake engine cover are not listed as covered components under the customer's Service Contract; therefore, CARS is unable to assist with the repair of those componentsIt is the customer's responsibility to repair the bank intake cam magnetic rder and the intake engine cover.CARS relies on the information that is received the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the service contractHere, pursuant to the information provided to CARS by the repair facility, it was determined that the front wiper motor was the only component covered under the customer's Service Contract.CARS service contracts are to be utilized to assist with the repair of the customer's vehicle and do not provide "all inclusive" coverageThe customer's Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what is specifically covered and his financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and times, difference in part prices, non-covered components, maintenance items and deductible.I hope this letter has explained why CARS is only able to assist with the front wiper motor portion of the January 10, mechanical claim opened on behalf of the customer's vehicleWhen 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

August 18, VIA: SUBMITTED TO Revdex.com WEBSITE [redacted] Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: Complaint No [redacted] CADILLAC ESCALADE VIN (Last 8) [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] I am in receipt of your letter dated August 16, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On February 17, 2016, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on February 17, First Claim: On July 27, at 9:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing air conditioner line issues and needed to be rechargedWe advised that the air conditioner line is a non-covered component under the customer’s Service ContractThe claim was then closedSecond Claim: On July 27, at 3:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing air conditioner compressor, drier, and condenser issuesWe then went over our claim procedures with the repair facilityOn July 27, at 4:p.m., CARS went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the a/c compressor for $and the condenser for $CARS could assist with the fluids needed for the repair in the amount of $ProDemand labor guide stated the total repair should take hours to complete, and repair facility's hourly rate was $Therefore, 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 $556.99, 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 CARS that they would get back to us with the customer’s decisionOn July 28, at 10:a.m., CARS reviewed the options we could offer for the repair of his vehicle with the customerThe customer advised us that he may take his vehicle to another repair facility for the repairsCARS then advised the customer that if he did remove his vehicle from the repair facility a new claim would have to be opened on behalf of his vehicleOn July 28, at 4:p.m., the repair facility advised CARS that the customer removed his vehicle without any repairs being performed on his vehicleThe claim was then closedThird Claim: On August 9, at 3:p.m., CARS received a telephone call from a second repair facility advising that the customer’s vehicle was experiencing air conditioner compressor issuesWe then went over our claim procedures with the repair facilityOn August 10, at 1:p.m., CARS went over the amount we could authorize for the repair of the customer's vehicle as follows: We could supply the a/c compressor for $and the drier for $CARS could assist with the fluids needed for the repair in the amount of $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 $388.94, 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 CARS that they would get back to us with the customer's decisionOn August 10, at 2:p.m., the repair facility advised CARS that the customer chose to take the cash allowance to assist with the repair of the customer's vehicleOn that same day, on August 10, at 2:p.m., CARS provided the repair facility with an authorization number to begin the repairs to the customer's vehicleOn August 10, 2016, pursuant to the Terms and Conditions of the customer's Service Contract, upon receipt of a proper invoice, CARS paid the repair facility $towards the repair of the air conditioner via credit cardOn August 15, at 2:p.m., the repair facility advised CARS that they performed the authorized repairs; however, the customer’s vehicle had no air conditioning in the rear of his vehicleThe repair facility further advised that the rear air expansion valve had failedCARS advised that the rear expansion valve is a non-covered component under the customer’s Service ContractOn August 16, at 9:a.m., the customer advised CARS that he would like to be paid the rest of the thirty (30) day quote that CARS provided during the processing of the July 27, claim to another repair facilityThe customer stated that we originally quoted him $600.00; however, we only paid $CARS advised that we paid the amount we authorized to the current repair facility for the parts and labor (see attached invoice)CARS advised that the failure of the expansion valve and any damage caused by that failure were not covered under his Service ContractWe further advised that we do not give thirty (30) day quotesOn August 16, at 11:a.m., a claims manager reviewed the current and previous claims with the customerBy the customer’s signature on his Value Plus 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 vehicleHere, the customer chose to take the cash allowance towards the repair of his choiceIt is stated in the Service Contract: "COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS." and under Terms and Conditions at Paragraph 1(a) "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure." Here, on August 15, the repair facility advised CARS that the customer's vehicle was experiencing rear expansion valve issuesThese components are not listed for coverage under the customer’s Service Contract; therefore, CARS cannot assist with the repair/replacement of the expansion valveThe customer's Service Contract states under Terms and Conditions at Paragraph 3(a): "SERVICE CONTRACT CLAIM PROCEDURE: ...The vehicle must remain at the repair facility until repairs are complete." Here, the July 27, claim made on behalf of the customer's vehicle by the first repair facility was closed on July 28, when the customer removed his vehicle from the repair facilityDuring a telephone call with the customer on July 28, 2016, CARS advised the customer that if he removed his vehicle from the repair facility, a new claim would need to be opened on behalf of his vehicle whenever he took his vehicle to a repair facility for repairsCARS relies on the information provided by the repair facility to determine if a repair is covered pursuant to the terms and conditions of the service contract and what is necessary for the repair of the customer's vehicleHere, CARS authorized the claim based on the information provided by the repair facility and paid the claim as per the authorized parts listed on the invoiceDuring the processing of the August 9, mechanical claim opened on behalf of the customer's vehicle, CARS authorized an a/c compressor for $253.51, a drier for $35.86, and fluids for $and hours for labor, less the deductible, based on the information provided by the repair facility that the customer chose to repair his vehicle for a total of $CARS cannot apply monies from an authorization for a closed claim towards the open claimTherefore, CARS stands behind our original decision and is unable to assist any further with the August 9, claim made on behalf of the customerCARS 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 February 18, 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 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