Fox Concrete

December 7, 2016VIA: EMAIL/WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] DODGE AVENGER VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated December 5, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on November 14, On that same date the customer also applied for a CARS Value Limited Service Contract (Months/4,Miles] and the same was received with payment and approved by CARS on November 21, (See attached Service Contract].On November 30, at 2:p.m., CARS received a telephone call from a repair facility stating that the customer's vehicle was experiencing mechanical issues, specifically for the catalytic convertor, intake manifold & runner and seatOn that same date, at 3:p.m., the repair facility advised that the check engine light (“CEL"] and the air bag light were onDuring that telephone call, CARS went over the claim procedures with the repair facility and also advised the repair facility to obtain the customer's permission to tear-down the vehicle to the point of component failure and to contact CARS with the cause of failure and estimate prior to having any repairs performed.On November 30, at 4:p.m., the repair facility contacted CARS to advise that he could feel that the flaps were stuck and not moving on the intake manifoldDuring that telephone call CARS advised the repair facility to obtain permission from the customer to further tear-down the intake manifold and advise CARS of the findings.On November 30, at 4:p.m., in a recorded call, the repair facility advised CARS that they removed the intake manifold and that the flappers were seized from carbon buildup and metal shavingsCARS advised the repair facility that the claim would be reviewed and we would advise the repair facility of CARS' decision.On November 30, at 4:p.m., in a recorded call, the repair facility also advised CARS that the small metal flakes were not a cause of failure for the flaps sticking on the intake manifold, just carbon buildupAfter review of the claim and the recorded calls, CARS contacted the repair facility on November 30, at 4:p.m., and advised in a recorded call that CARS would not be able to assist with the claim due to the carbon build up, which is not a covered component pursuant to the Terms and Conditions of the customer's Service ContractDuring that telephone call, the repair facility requested to speak with a claims manager.On November 30, at 4:p.m., a CARS claims manager returned the repair facility's voicemailDuring that recorded call, the repair facility inquired as to why the claim would not be covered by CARSCARS claims manager advised the repair facility that carbon is not a failed covered component under the customer's Service Contract; therefore, CARS would not be able to assist with the repair.Thereafter on December 1, at 3:p.m., another CARS claims manager returned a telephone call to the customer's motherIn that recorded telephone call, CARS explained to the customer's mother that at no time did CARS provide the repair facility with any authorized amount or an authorization number for the repair of the vehicleCARS also explained to the customer's mother that the failure was not caused by dirtCARS additionally explained to the customer's mother that the failure was caused by carbon buildup, which is not a covered component under the Terms and Conditions of the customer's Service ContractWe further explained to the customer's mother that the carbon buildup was caused by a lack of maintenance, which could affect the catalytic convertor and also affect any required emission testing/inspection.By the customer's signature on his Value Limited Service Contract, it states under Covered Components: "Coverage limited to above components.” Also, under the Terms and Conditions at Paragraph 1(a) & (o) it states: "Components and Expenses Not Covered: Components not listed regardless of failure" and "Damage resulting from failure to maintain Your vehicle according to Your manufacturer's maintenance requirementsHere, the repair facility chosen by the customer to repair his vehicle advised CARS that the failure to the intake manifold was caused by carbon buildupAs stated above, carbon is not a listed component and is not available for coverage under the customer's Service ContractAdditionally, carbon buildup is a result of the failure to maintain the vehicleFurthermore, at no time during the processing of the claim did CARS provide the repair facility with an authorization number or any money allowance for the repair of the customer's vehicle.Therefore, for all the reasons stated above, CARS stands by its original decision as is not able to offer any assistance with the customer's mechanical claim of November 30, 2016.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/cllAttachment

September 26, 2016VIA: EMAIL THROUGH Revdex.com WEBSITE [redacted] ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID # [redacted] MITSUBISHI ECLIPSE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***I am in receipt of your letter dated, September 23, 2016, enclosing the above- referenced consumer complaintI would like to respond in the following manner: On July 20, 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 July 21, (the attached Service Contract).On September 23, at 9:a.m., a repair facility advised CARS that the customer's vehicle was experiencing transmission/clutch issuesCARS then went over our claim procedures.On September 23, at 9:a.m., the repair facility advised CARS the customer’s vehicle was driven to the repair facility on September 22, The repair facility advised CARS that the customer’s vehicle was experiencing issues shifting into first gear and the clutch was slipping.On September 23, at 1:p.m., in a recorded telephone call the customer advised CARS that during the test drive his vehicle experienced issues shifting into gearThe customer advised that he thought the shifting issue was a fluke; however, the shifting issue started again.On September 23, at 2:p.m., CARS advised the repair facility that since the shifting issue was present during the test drive which was prior to vehicle purchase and prior to CARS' acceptance of the customer's Service Contract on lulv 21, CARS could not offer any assistance with the repairs to his vehicle.On September 23, at 2:p.m., CARS advised the customer that since the shifting issue was present during the test drive which was prior to CARS' acceptance of his Service Contract on lulv 21, 2016, CARS could not offer any assistance with the repairs to his vehicle.On September 23, at 4:p.m., CARS' customer service manager reviewed the claim again with the customerThe customer service supervisor further advised that pursuant to the customer’s Service Contract, component failures occurring before CARS Protection Plus, Inc("CARS") approves this Service Contract application are not coveredCARS' customer service manager further advised the customer that the clutch and related components were not covered under his Service Contract.By the customer's signature on his service contract application, he acknowledged that he read, understood and agreed to its Terms and ConditionsDirectly above the customer’s signature, it states: "This Service Contract does NOT go into effect until: (1) this service application is received by CARS Protection Plus ("CARS”), (2) with proper payment, and (3) approved by CARS, which may be different than my date of vehicle purchase.” Additionally, under the Terms and Conditions at Paragraph 1(b): “COMPONENTS AND EXPENSES NOT COVERED: Component failures occurring before CARS Protection Plus, Inc("CARS") approves this Service Contract application are NOT coveredCARS does NOT warrant the condition of the vehicle at the time of purchase.”As stated previously, the customer advised CARS in a recorded telephone call on September 23, 2016, that his vehicle experienced shifting issues during the test drive of his vehicle which was prior to CARS acceptance of his Service Contract on lulv 2106.When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractAs stated in the above paragraphs, the customer's vehicle is not eligible for assistance with the September 23, transmission/clutch claim because the transmission/clutch issues were present prior to CARS' acceptance with payment of the customer’s Service Contract.CARS service contract applications provide that they go in effect after they are received with payment, processed and approved by C.A.R.SProtection Plus, Inc., which may be different than the date of vehicle purchaseThe customer’s Service Contract was processed and approved on lulv 2016.The customer has coverage on his vehicle through October 21, or when the odometer on his vehicle registers 94,miles, whichever occurs firstIf his vehicle incurs further mechanical issues, 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 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 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 P [redacted] General CounselJPM/jmmAttachment

There has only been one claim done on the car and that was in July of The other two claims should not beI was only taking my vehicle in to be serviced and because that warranty is on file maybe they reached out, but no claims were made on my end whatsoever.? I did ask my daughter to take care of all of this because I recently just loss my wife so IF they would have any understanding of that they would have understood when my daughter called as well as wrote them and informed them of thisI was sitting with my daughter when she called in asking for the warranty to be canceled and the rep gave us such a hard time that my daughter in whom I gave permission to talk with the rep by verifying all information with the customer rep we were discussing the matter withasked for a supervisor wheich happened to be named TiffanyWe left her a message and there was no call backFinally my daughter went to the website to contact us and sent a frustrated complaint in and finally Tiffany called and they spoke back in August and Tiffany was SUPPOSED to send cancellation information and that never happenedMy daughter has continued writing and there has been no response and because of the rude custoemr service before she did not want to call again, but had no choice and so this is how we got to AlleyWell what do you know she's the rep from the first time and SHE WAS FIRED up about the emails, complaints and etc and my daughter referenced that Tiffany was supposed to follow up and hadn't and she went to bat for the woman and my daughter STOOD firm that no one had done their part.I guess after me threathening to contact the Revdex.com Tiffany calls and Alley sends the necessary documents by email FINALLY! This refund should be retroactive to July if they feel they should not have to pay anythingWe also made contact with the dealership where I bought the car outright and still to this day no one has RESPONDED!In my opinion does not matter who they were dealing with on my behalf; the customer service received was unacceptable and rude! The refund was not purchased when it should have been eitherGo back and listen to the calls an dthis will sum up the complaintI just want my refundIf they need anything please call my daughter and try and work this outI am dealing with a lot from loosing my wife after years (yes same spouse since I was years old) so there's a lot going on in my world!Be blessed! Regards, [redacted]

July 3,2017VIA: Revdex.com WEBSITE [redacted] Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# [redacted] VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms [redacted] :I am in receipt of your letter dated June 22, 2017, enclosing the above-referenced consumer complaint.Please be advised that CARS has resolved all the issues regarding this complaint with the customer.Therefore, at this time, CARS is requesting that you mark this complaint as resolvedIf you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason *M [redacted] General Counsel

COMPLAINT ID # [redacted] JEEP GRAND CHEROKEE VIN (Last 8): [redacted] OUR FILE NO.: [redacted] Dear Ms***:I am in receipt of your letter dated April 25, 2016, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on April 22, 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 May 5, 2015.On January 8, at 1:p.m., the customer advised CARS that her vehicle was experiencing a head gasket issueCARS reviewed Service Contract coverage, claim procedures with the customerCARS further advised that the customer is responsible for diagnostic and tear-down costs for her vehicle.On January 8, at 1:p.m., the customer advised CARS that she was ready to move forward with having her vehicle torn downCARS reviewed Service Contract coverage and claim procedures with the customer.Fifty five days later, on March 3, at 1:p.m., we received a telephone call from the repair facility advising the customer's vehicle was experiencing cylinder head issuesWe then went over our claims procedures with the repair facility.On March 3, at 3:p.m., we again advised the repair facility of our claim proceduresCARS advised the repair facility to obtain the customer’s authorization to tear- down her vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of his Service ContractThe repair facility advised CARS that they would telephone the customer regarding further diagnostic/tear-down.On March 4, at 7:a.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on February 3, because of losing coolantThe repair facility further advised that the head gaskets were leaking, the coolant was low, there was compression in the radiator and the heads were warpedThe repair facility advised CARS that they would fax an estimate of repair and warpage measurements.Twenty one days later, on March 25, at 11:a.m., the repair facility advised CARS that the engine was full of sludgeCARS advised the repair facility to fax pictures of the engine to usThe repair facility advised that it that would get to it as soon as soon as possible but it might not be that day.On March 31, at 2:p.m., the repair facility advised CARS that sludge could have caused the issues with the customer's vehicle.On March 31, at 4:p.m., after a management review of the picture provided by the repair facility, CARS advised the repair facility to move forward with the tear-down of the customer's vehicleWe further advised that if any further issues were found, CARS would not be able to assist with repair if it was related to sludge.On April 8, at 3:p.m., CARS advised the repair facility that we need the warpage on the headsThe repair facility advised CARS that they had not heard from the machine shopThe repair facility advised that the head gasket failed on the left side and the right side head gasket appeared to be crackedCARS advised that we would need cause of failure in order to move forward with the claim.On April 11, at 4:p.m., CARS left a message for the repair facility to telephone CARS.On April 15, at 10:a.m., CARS telephoned Brian to get the status of the headsThe repair facility advised that they had not heard back from the machine shop and they would keep us informed.On April 25, at 4:p.m., CARS left a message for the repair facility to telephone CARS.On April 26, at 10:a.m., the customer telephoned CARS and advised that she was unhappy that we were not providing a new engine in her vehicle since it was full of sludge.On April 26, at 1:p.m., CARS left a message for the repair facility to telephone CARS.On April 26, at 2:p.m., the repair facility advised CARS that both heads were warped The repair facility further advised that the customer's vehicle needed the head gaskets replaced.On April 26, at 2:p.m., the customer telephoned CARS and advised that she wants a new engine because of sludge in the engineCARS advised that we were basing the repair off the repair facility’s estimate.On April 26, at 2:p.m., the customer’s husband telephoned CARS to advise that the customer’s vehicle needed an engineCARS then reviewed the estimate from the repair facility with him.On April 27, at 9:a.m., CARS went over the estimated provided by the repair facility to CARS with the repair facilityCARS then went over the amount we could authorize with the repair facility as follows:We could supply the parts and fluids as follows:Head $Timing Set $ Fluids $ Decking $Total $285.26ProDemand labor guide stated that the repair should take hours to complete and the customer’s service contract pays up to $per hour.Total labor $742.00.The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $1027.26, and we could supply the parts as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe repair facility advised that they would like the head set shipped and the cash allowance on all other parts.On April 27, at 11:a.m., the customer advised that she did not want any repairs performed on her vehicle until she contacted CARSThe customer advised that she wanted a new engine for her vehicleOn April 27, at 3:p.m., CARS advised the repair that the customer advised us not to send the head gaskets until she contacted CARSThe repair facility advised that they would speak to the customerOn April 27, at 5:p.m., the customer again advised that she would like a new engineCARS advised her that the lower part of the engine did not fail and an engine replacement would not be covered under her Service Contract.By the customer's signature on her Value Plus Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinPursuant to the Terms and Conditions under Paragraph (p}: "COMPONENTS AND EXPENSES NOT COVERED: Damage/failure caused sludge or water ingestion" Here the customer's repair facility advised CARS and provided the attached photograph showing that the engine was full of sludgeBased on the findings of the repair facility, pursuant to the Terms and Conditions of the customer’s Service Contract, a replacement engine is NOT covered under the customer's Service ContractCARS is able to assist with the repair of the cylinder head since it was not caused by sludgeHowever, if the customer would like to replace the engine she may take the cash allowance and use it towards the replacement of the engineTo reiterate, CARS can only pay for the repair of the cylinder heads; therefore, the total amount we can pay towards the repair of the customer's vehicle is $924.26.The customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive” coverageTherefore, pursuant to theThe customer's Service Contract is to be utilized to assist with the repair of her vehicle and does not provide "all inclusive” 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 deductible.The customer’s Service Contract expires on May 5, 2016; therefore, upon completion of the cylinder head repair or May 5, 2016, whichever occurs first, the customer’s vehicle will no longer have any Service Coverage under CARS.When a claim is presented to our company, we fully investigate the circumstances surrounding the 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

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 30, 2016, enclosing the additional concerns of the customerThe customer attached a video regarding the repair/replacement of speed sensorsThe customer’s response and video were reviewed by a claims managerThe video was not from a credible source.By the customer's signature on her Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained 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.CARS stands by our original decision and is unable to assist with the repair of the customer's vehicle.Sincerely, [redacted] , General CounselJPM/jmm

April 10, 2018VIA: Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220 RE: DODGE RAM 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 8, 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 June 24, On that same date, the customer also applied for a CARS Power Train Service Contract (Months/15,Miles) and the same was received with payment and approved on June 29, 2017. (See attached “Service Contract”). On March 29, at 1:p.m., the customer advised CARS that the oil pan on her vehicle needed to be replaced. CARS advised the customer that the oil pan was listed for Service Contract coverage. On April 3, at 4:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issuesCARS then went over CARS claim procedures the repair facility. On April 3, at 4:p.m., the repair facility advised CARS that the oil pan was leaking through the rust spots. CARS advised the repair facility that pursuant to the customer’s Service Contract, the customer was responsible for replacement of the oil pan since the damage to the oil pan was a result of rust/corrosion. CARS further advised that it is the customer’s responsibility to repair the oil pan so that no further rust/corrosion damage occurs. By the customer’s signature on her Service Contract application, the customer acknowledged that she read, understood and agreed to its Terms and Conditions. The customer’s Service Contract states at Paragraph (m): “Components and Expenses Not Covered: Damage from conditions of the environment, including rust and corrosion.” Here, the repair facility advised CARS that the oil pan was leaking due to rust/corrosion. The repair facility advised that the oil pan was leaking through the rust spots; therefore, CARS was unable to assist with the repair of the customer’s vehicle. The customer’s Service Contract states at Paragraph (b): “CANCELLATION PROVISIONS: After days, there is no refund for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated ” Pursuant to the Terms and Conditions of the customer’s Service Contract, she is not eligible for a refund of her Service Contract. The customer’s vehicle has Service Contract coverage through June 29, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her Service Contract. If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service Contract. When a claim is presented, 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/jmmAttachments

September 12, 2017 VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220 RE: COMPLAINT ID#
*** *** *** *** VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: CARS has spoken to the customer and we consider this matter now resolved. Sincerely, Jason *M*** General Counsel JPM/jmm

VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***MERCEDES EVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated July 29, enclosing the
above-referenced consumer complaintI would like to respond in the following manner: On April 18, 2014, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles] and the same was accepted with payment by CARS on April 22, 2014.On March 24, at 11:a.m., the customer advised CARS that the check engine light was displayed in her vehicleThe customer further advised that her vehicle would not accelerateCARS then reviewed our claims procedures, rental benefits and coverage under her Service Contract.First Claim: On March 24, at 1:p.m., CARS received a telephone call from a repair facility, advising that the customer's vehicle was experiencing transmission control module issuesCARS advised the repair facility that this was a non-covered component under the customer’s Service ContractThe claim was then closed.Second Claim: On April 21, at 3:p.m., CARS received a telephone call from a repair facility advising that her vehicle was experiencing transmission issuesCARS then reviewed our claim procedures with the repair facility.On April 21, at 4:p.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facility on April 20, The repair facility further advised that the transmission was not shifting and the check engine light was displayedThe repair facility advised that they could not clear the displayed codesCARS questioned if it was an electronic issue and the repair facility advised that it was a torque converter or something in the transmission.On April 25, at 10:a.m., CARS reviewed the customer’s rental benefits with her.On April 29, at 12:p.mthe customer telephoned CARS to check on the status of the April 21, transmission claim made on behalf of the customer's vehicleCARS left a voice message for the customer advising that we were still waiting for the repair facility to get back to us with a cause of failure for her vehicle.On May 13, at 2:p.m., the customer telephoned CARS to check on the status of the April 21, transmission claim made on behalf of the customer's vehicleCARS reviewed the claim with the customer.On May 26, at 1:p.m., thirty-five days after the claim was opened on behalf of the customer's vehicle, the repair facility advised CARS that they removed the transmission pan and found ground metal in the panThe repair facility advised CARS that they would not know what the cause of failure was until the transmission was removed and torn downWe again advised the repair facility to obtain the customer's permission to tear-down her vehicle to the point of component failure and contact CARS with their findingsWe advised that pursuant to the Terms and Conditions of the customer’s Service Contract, she was responsible for all tear-down/diagnostic charges.On June 2, at 2:p.m., CARS left a voice message for the customer advising her that that we were still waiting for the repair facility to get back to us with a cause of failure for her vehicle.On June 3, at 3:p.m., forty-three days after the claim was opened on behalf of the customer’s vehicle, the repair facility advised that the piston failed causing the transmission to lose pressure and the clutches to burnThe repair facility advised that they would fax an estimate for the repair of the customer's vehicle.On June 7, at 2:p.m., after reviewing the repair facility's estimate, CARS then went over the amount we could authorize for the claim as follows: We could supply the transmission for $CARS could assist with the fluids needed for the repair of the customer's vehicle in the amount of $Mitchell's OnDemand labor guide stated the total repair should take hours, including the time to change the valve body, 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 $1,640.00, and we could supply the parts as stated above and pay $towards labor or pay $1,towards the repair of the customer's choiceThe repair facility advised CARS that they would supply the transmission; therefore, CARS would pay $1,toward the repair of the customer’s vehicleOn June 7, at 3:p.m., CARS provided an authorization number to begin the repair of the customer's vehicleOn June 22, at 11:a.m., CARS advised the customer to contact the repair facility regarding the status of her claimCARS advised that we had supplied the repair facility with an authorization number and instructions on paymentCARS further advised that we have not received a final invoice for payment from the repair facility.On July 19, at 1:p.m., forty-two days after CARS gave an authorization number to the repair facility to begin to repair the customer’s vehicle, the repair facility advised CARS that they were having issues with their supplied transmissionThe repair facility advised CARS that they had replaced three (3) transmissions in the customer's vehicleThe repair facility advised that the pump had failed on the third transmissionThe repair facility advised that they replaced the pump but a code for solenoid #displayedThe repair facility advised that they then replaced the solenoid #and the same code displayedThe repair facility then replaced all the solenoids and the valve body and continued to get the same codeThe repair facility further advised that the vehicle’s computer was the problemCARS computer is a non-covered component under the customer's Service ContractCARS further advised that we covered lubricated parts contained within the transmission.By the customer's signature on her Value Plus Service Contract, she acknowledged that she read, understood, and agreed to the Terms and Conditions of her Service Contract, the customer’s Service Contract states under the Terms and Conditions at (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 either be shipped to the repair facility and was used 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 repair facility advised us to pay the cash allowance to them.Your Service Contract states under Covered Components: "Rental Benefits The ServiceContract Holder will be reimbursed $for each eight hours of Mitchell OnDemand labor guide time to repair or replace the covered component with a maximum benefit of $per claim, if proof of rental is providedDown time, regardless of reason, is not included." CARS authorized hours of labor time for the April 21, transmission claim made on behalf of the customer's vehicleN Pursuant to the Terms and Conditions of the customer's Service Contract, on July 5, 2016, the customer was paid for $via check noCARS cannot assist with any additional vehicle rental costs since Mitchell OnDemand labor guide states the repair should take hours.CARS would like to point out here that CARS had not supplied any transmissions for the repair of the customer's vehicleThe repair facility advised CARS that they would take the cash allowance to use towards the repair of the customer's choice; therefore all three (3) transmissions have been supplied by the repair facility.The customer’s Service Contract states at (g): "SERVICE CONTRACT CLAIM PROCEDURES: 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 repairThe authorization number is valid for days from the dated issuedAfter days the authorization number and claim are voidNo invoices will be processed without a valid authorization number, your signature, repair facility's warranty on repairs (if applicable) and repair facility’s identifying information."Here, the customer states in her letter that CARS has paid $towards the cost of the transmissionAs stated above CARS has authorized $1,for the repair facilities replacement transmission and laborAs of today's date, July 29, 2016, CARS has not paid any monies to the repair facilityOn June 22, 2016, CARS went over our instructions for payment with the repair facilityCARS has not received an invoice from the repair facility for paymentUpon receipt of a properly submitted invoice, CARS will pay the authorized amount to the repair facility.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 you what is specifically covered and your financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible. The customer's Service Contract expired on April 21, The customer no longer has Service Contract coverage under any of CARS' service contractNo new claim may be opened on behalf of the customer's vehicle.For all the reasons stated above, CARS is unable to provide any further assistance with the April 21, mechanical claim made on behalf of the customer's vehicleCARS is willing to pay the authorized amount to the repair facility for the repair of the customer's vehicle upon submission of a properly submitted invoice 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.Sincerely, JPM/jmmEnclosure

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowIf parts aren't covered if it has surface rust or corrosion, then nothing on any vehicle that is driven will be covered because that happensAlso it says in the document that CARS pays up to $and hour on the mechanics laborThat also was not covered. It is also correct that I cancelled the coverage because who wants to pay for something they can't use or rely on for the coverageI've spoke to a couple different warranty carriers, and they said that they haven't heard of such things as to what CARS offerTherefore I will go with a different carrierAt a consumers point of view, this coverage is useless
Regards,*** ***

June 29, VIA: SUBMITTED TO Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID #*** NISSAN ROGUE VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** I am in receipt of
your letter dated June 24, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On December 21, 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 24, (the attached "Service Contract”)Since the inception of the customer's Service Contract three (3) claims have been opened as follows: First Claim: On April 12, at 3:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing right lower ball Joint, and tie rod issuesWe then went over our claim procedure with the repair facilityOn April 18, 2016, CARS paid CARS paid the repair facility $via check pursuant to the Terms and Conditions of the customer’s Service Contract towards the cost of laborOn May 5, 2016, CARS paid our parts supplier $via credit card pursuant to the Terms and Conditions of Your Service Contract for a rear front low control armThe claim was then closedSecond Claim: On April 19, at 10:a.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing transmission issuesWe then went over our claim procedure with the repair facilityOn April 22, 2016, CARS paid CARS paid the repair facility $2,via check pursuant to the Terms and Conditions of the customer's Service Contract for a repair facility supplied transmission and the cost of laborThe claim was then closedThird Claim: On June 8, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing rear differential, driveshaft, lower front control arms, and input shaft seal issuesWe then went over our claim procedure with the repair facilityOn June 8, at 11:a.m., the repair facility advised CARS that the customer's vehicle had no power when pressing on the gasThe repair facility advised that the check engine light was displayed; however, the repair facility had not yet found the reasonThe repair facility further advised that the transmission output shaft seal was leaking, transmission fluid was low, issues with the rear differential assembly driveshaft, lower front control arm ball joints, rear differential fluid was full of metal and the drive shaft had failedOn June 8, at 2:p.m., 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 advised the repair facility that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of her Service ContractCARS further advised the repair facility to get back to us with the cause of failure and extent of damage to the customer’s vehicleOn June 8, at 4:p.m., the customer advised CARS that she wanted to move forward with the repairs without performing tear-downCARS advised that pursuant to her Service Contract, CARS needed her vehicle torn down to find the cause of failure and to verify the extent of damage to her vehicle in order to move forward with the mechanical claimOn June 8, at 4:p.m., a claims manager reviewed the customer’s Service Contract with her and advised that pursuant to the Terms and Conditions of her Service Contract, the customer was responsible for all tear-down chargesThe claims manager advised the customer that, since several leaks were found from the rear differential seals, a tear-down of her vehicle was necessary to find the cause of failure, since seals and damage caused by leaking seals were not covered under her Service ContractOn June 9, at 1:p.m., the repair facility advised CARS that the viscus coupler on the rear differential had failedThe repair facility further advised that the differential fluid was very darkThe repair facility further advised that the drive shaft was damaged by the u-joint having excessive playThe right front control arm ball joint assembly was installed using an improper bolt to secure the ball joint to the wheel hubOn June 9, at 2:p.m., CARS advised the repair facility that we could move forward with the repair of the rear differential, left front ball joint and u-jointsCARS advised that since the right control arm and ball joint failed as a result of an improper bolt, CARS was not able to assist with that repairCARS further advised that we were waiting on pricing from our suppliers before we could quote the amount we could authorize for the repairsOn June 10, at 9:a.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the rear differential for $500.00, the drive shaft for $and the left ball joint for $CARS could assist with the fluids 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 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 $1,205.00, and we could supply the parts as stated above and pay $towards labor and $for the fluids needed for the repair or pay $1,towards the repair of the customer's choiceThe repair facility was to notify CARS of the customer's decisionOn June 13, at 4:p.m., the repair facility advised CARS that the customer would like CARS to supply the parts, with the exception of the ball joints, to the repair facility for the repair of her vehicleOn June 14, at 9:a.m., CARS provided the repair facility with an authorization number to begin the repairs to the customer’s vehicleCARS then gave the repair facility an estimated arrival time of June 20, for the supplied partsOn June 20, at 1:p.m., the repair facility advised CARS that the supplied parts had not been deliveredCARS was advised by our supplier that the parts had been shipped from two (2) different facilities and were now scheduled to arrive by June 27, On June 28, at 9:a.m., the repair facility advised CARS that all the supplied parts were at the repair facilityOn June 29, at 1:p.m., the repair facility advised CARS that the supplied parts have been installed in customer’s vehicle; however, the customer’s vehicle is going into limp modeAfter pulling the transmission codes from the vehicle, the repair facility believes that the previous repair facility who installed the transmission missed the rear differential binding and that is what is causing the current transmission issuesCARS advised that the previous repair facility gave the transmission a month/12,mile warranty on the repair; therefore, the customer must take her vehicle to the previous repair facility for the transmission issues (See attached)By the customer’s signature on her Value Plus Service Contract she acknowledged that he 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, the customer chose to have the parts supplied by CARS for the repairs needed for the June 8, mechanical claim opened on behalf of her vehicleThe 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." Here, the customer is not entitled to any reimbursement for any inconvenience caused by the loss of her vehicle; however, in a goodwill gesture, CARS is willing to reimburse the customer in the amount of $towards her additional expenses caused by the shipping delay of the supplied parts for the June 8, claimCARS will issue a check directly to the customerCARS 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 dateThe Service Contract states under Terms and Conditions 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 damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle." We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe were not requiring unnecessary tear-down and diagnosis; we were only trying to determine the cause of failure and extent of damage to the customer’s vehicleIt 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, the bolts are not listed for coverage under Your Service ContractIt is also stated under the Terms and Conditions at 1(f): "COMPONENTS AND EXPENSES NOT COVERED Damage/failure to a covered component caused by a non-covered component.” Here, during the processing of the June 8, mechanical claim made on behalf of Your vehicle, the repair facility advised CARS that an improper bolt (non-covered components)was used to secure the right lower control arm/ball joint (covered component) to the wheel hub and caused the damage to the control arm/ball jointTherefore, the customer is responsible for the repair of the right lower control arm/ball jointThe Terms and Conditions of the Service Contract state 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, the repair facility that replaced the customer's transmission placed a year parts and labor warranty on the transmission on the invoice provided to CARS dated April 21, 2016; therefore, the repair facility that gave the parts and labor warranty is responsible for the repair of the customer’s transmissionCARS 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 deductibleThe customer has Service Contract coverage through December 24, 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 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 questions regarding this matter, please do not hesitate to contact me

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

November 6, VIA: EMAIL/WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID #***
FORD F VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated November 2, 2017, enclosing the above-referenced consumer complaint and respond as follows: CARS has contacted the customer and now considers the customer’s complaint resolved. When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office Sincerely, Jason ** M*** General Counsel JPM/jmm Attachments

September 5, VIA: Revdex.com WEBSITE *** *** Revdex.com of
Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: COMPLAINT ID# *** HONDA ODYSSEY VIN (Last 8): *** OUR FILE NO.: *** Dear Ms***: I am in receipt of your letter dated August 31, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on August 27, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on August 31, (See attached “Service Contract”) On August 28, at 2:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing air conditioner issuesCARS then reviewed our claim procedures with the repair facility On August 28, at 3:p.m., the repair facility advised CARS that air conditioner in the customer’s vehicle was inoperableThe repair facility advised that there were contaminates in the system and the compressor had lockedWe reviewed our claim procedures CARS then went over the amount we could authorize for the repair as follows: We could supply the air conditioner condenser, which included the drier, for $and the compressor assembly for $CARS could assist with the fluids needed for the repair in the amount of $40.70. ProDemand labor guide stated that the repair should take hours to complete and the customer’s Service Contract pays up to $per hourTherefore, CARS could assist with the cost of labor in the amount of $We explained to the repair facility that the total value of the authorized claim after the deductible was applied was $534.94. 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 $201.00. The repair facility advised CARS that they would get back to us with the customer’s decision On August 28, at 4:p.m., CARS’ customer service manager reviewed the amount we could assist with repair with the customer. CARS then went over the customer’s Service Contract coverage. CARS further advised that we had not received an estimate from the repair facility so we were unable to compare our assistance with the repair facility’s charges On August 30, at 10:a.m., a customer service representative in our Cancellations Department advised the customer that pursuant to the Terms and Conditions of his Service Contract, he was not eligible for a refund of his Service Contract. Our customer service representative further advised the customer that there is not a refund of the amount we received for the customer’s Service Contract unless his vehicle was declared a total loss or repossessed. By the customer’s signature on his Value Plus Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states (f): “SERVICE CONTRACT CLAIM PROCEDUREs: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs.” When CARS selected the above-mentioned air conditioner condenser, including the drier and the air conditioner compressor assembly, we used the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedHere, CARS based our cash allowance on the cost of the air conditioner condenser, including the drier, and the air conditioner compressor and the associated labor The customer’s Service Contract states on the front of his Service Contract under Covered Components: “AIR CONDITIONING AND FREON Compressor, clutch, condenser, accumulator, and evaporator. Freon is only covered with a covered repair.” The customer’s Service Contract states at: “COVERED COMPONENTS: COVERAGE LIMITED TO ABOVE COMPONENTS.” Also, at Paragraphs (a): “COMPONENTS AND EXPENSES NOT COVERED: COMPONENTS NOT LISTED REGARDLESS OF FAILURE.” Here, the repair facility advised that the vehicle was experiencing issues with the air conditioner condenser, air conditioner compressor, drier and the expansion valves. Here, the expansion valves are not listed for coverage under the customer’s Service Contract; therefore, the expansion valves and the associated labor would be the sole responsibility of the customer to repair. Here, the compressor, clutch, condenser, accumulator and evaporator are the only components listed for coverage on the front of the customer’s Service Contract. All other components are the customer’s responsibility to repair It is stated in the service contract: “LABOR: The authorized time for a repair will be based on the ProDemand labor guideThe hourly labor rate will be up to $per hourShould your repair facility’s rate exceed this amount, You are responsible for the differenceAs per the customer’s Service Contract, he is responsible for all labor costs in excess the $per hour covered by his Service Contract. During the opening air conditioner claim, the repair facility advised CARS that their hourly rate was $per hour; therefore, the customer is responsible to pay any hourly rate amount over $per hour The customer’s Service Contract states under Terms and Conditions at Paragraph (a) and (b): “CANCELLATION PROVISIONS: You have the right to cancel the Service Contract up to days from the effective date as stated on Your CARS I.Dcard by providing a written request to cancel for a full refund, paid to Your dealer or lienholder, of the amount received by CARS, less any claims paidThe Service Contract will not be reinstated after a cancellation is requested.” and “After days, there is no credit for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated.” Therefore, pursuant to the customer’s Service Contract he is not entitled to a refund. CARS service contracts are to be utilized to assist with the repair of customers’ vehicles and do not provide “all inclusive” coverage. Therefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairs. The service contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverage. Various provisions of the service contract inform the customer what is specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, taxes, the difference in labor rates and deductible. The customer states in his complaint that he sold his vehicle; therefore, the customer’s Service Contract is now void and the above-referenced vehicle no longer has Service Contract coverage As you can see from the above paragraphs, CARS was willing to assist with the repair of the air conditioner pursuant to the Terms and Conditions of his Value Plus Service ContractHowever, the customer chose to sell his vehicle When a claim is presented to our company, we fully investigate the circumstances surrounding the claim. We honor every contract that we sell, and we stand behind our product 100%. If you have any further questions regarding this matter, please do not hesitate to contact my office Sincerely, Jason *M*** General Counsel JPM/jmm Attachments

Dear Mr*** Enclosed please find the letter enclosing the refund check which is being mailed to you today. Thank you

December 2, RE: COMPLAINT ID #*** BUICK RENDEZVOUS CX VIN (Last 8): *** OUR FILE NO.: C-*** Dear Ms*** I am in receipt of your letter dated December 1, enclosing the customer's consumer complaint regarding reimbursement
of her recent towing expensesPlease note that in the afternoon on December 1, our Claims Manager reviewed the customer's claimSubsequently he then contacted the customer and advised that CARS would pay the tow bill in the total amount of $435.00, once the customer provides us with a copy of the tow billTherefore, CARS believes that this complaint is now 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

April 19, 2016VIA: Revdex.com WEBSITERE: Revdex.com COMPLAINT ID #***FORD FVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your April 18, 2016, letter enclosing the consumer complaint and respond as follows: On July 31, 2014, the customers purchased the above-referenced
vehicleOn that same date, the customers also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment and approved by CARS on August 1, (the attached "Service Contract").On March 25, at 1:p.m., CARS received a telephone call from the selling dealer who sold the customers their above-referenced vehicleThe dealer was inquiring about a potential refund of the customers Service Contract and the amount of any refund because the customers no longer owned the vehicleDuring that telephone call, we explained to the selling dealer several times that pursuant to the Terms and Conditions of the customers' Service Contract and Kentucky State statute, the customers would only be entitled to a pro-rated refund if there was currently a lien on the vehicleCARS also explained to the selling dealer that the customers would also be required to fill out and submit a Service Contract Cancellation FormCARS then faxed to the selling dealer the Service Contract Cancellation Form to be executed by the customers.On April 2, 2016, CAR received the Service Contract Cancellation Form executed by the customers, which stated that the vehicle loan was paid offThereafter, on April 5, 2016, CARS mailed a Refund Rejection to the customers advising them that no refund was available since the lien on the vehicle was paid offSee copies of the Cancellation Form and Refund Rejection attached for your review.On April 15, at 2:p.m., CARS received a telephone call from one of the customers inquiring as to why the refund request was rejectedDuring that telephone call, she advised that on the date they submitted the Cancellation Form, the lien on the vehicle was paid offDuring that telephone call, we advised the customer that pursuant to the Terms and Conditions of the Service Conti act, there would be no prorated refund available since there was no longer a lien on the vehicleWe further explained to the customer that no refund would be available unless the vehicle was declared a total loss or if the vehicle was repossessed by the lien holder. By the customers' signature on their Service Contract, they acknowledged that they read, understood, and agreed to the Terms and Conditions of their Service Contract, It states under Terms and Conditions at Paragraphs (a) & (d): "CANCELLATION PROVISIONS: There is no credit for early termination except if the vehicle is declared a total loss by the carrier insuring the vehicle or if the vehicle is repossessed by the lien holder as statedIf the Service Contract is financed, you have the right to cancel the contract within the first days by providing a written request to cancel for a full refund of the amount received by CARS for the Service Contract, less any claims paidThe refund shall be paid to the lien holderAfter days, you have the right to cancel the Service Contract at anytime by providing a written request to cancelThe lien holder will be refunded a monthly prorated refund of the amount received by CARS for the Service Contract, less a service fee (not to exceed $50.00), less any claims paid.”Please be also advised that 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, CARS is not directed by any state statute in Kentucky to provide the customers with any prorated refund of their Service Contract.As stated above, CARS clearly advised the selling dealer on March 25, that the customers would only be entitled to a prorated refund, if there was still a lien on the vehicle; however, since the Service Contract Cancellation Form stated that the lien on the vehicle was paid off, the customers are not entitled to any refund pursuant to the Terms and Conditions of their Service Contract.After considerable review and in an effort to amicably resolve this matter, CARS in a good will gesture, will approve and process a prorated refund to the customers through the dealerThe total amount of the prorated refund due the customer is $According to our calculations, CARS is responsible for $282.92, which will be sent to the dealer from CARSThis amount is based on the total amount of money received by CARS from the dealer for the wholesale cost of the customers’ service contract, less twenty-one (21) months utilized on their Service Contract, and also less a $cancellation fee.Once the prorated refund is processed and mailed, CARS will provide the Revdex.com with written verification that the refund was sent The dealer will also be responsible for his portion of the customers' refund of $81.67, which is the prorated amount based on the markup/profit that the dealer retained when the Service Contract was purchased by the customers.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 ** *** General CounselJPM/cllAttachments

RE: COMPLAINT ID #*** CHRYSLER ASPEN VIN (Last 8): *** OUR FILE NO.* *** Dear Ms*** I am in receipt of your letter dated June 3, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following manner: On July
13, 2015, 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 4, (the attached "Service Contract")On May 18, at 1:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issuesCARS then went over our claim procedures with the repair facilityOn May 20, at 3:p.m., the repair facility advised CARS that the customer's vehicle was towed to the repair facilityThe repair facility advised that the customer’s vehicle was running rough and coolant was found in the oilThe repair facility found the transmission, engine, lower radiator hose, transfer case, rack, pinion and power steering to be leakingThe repair facility also found silicone debris from a previous improper repair in the radiatorCARS then reviewed our claim procedures with the repair facilityCARS further advised the repair facility to obtain the customer's authorization to tear-down her vehicle to the point of failure to verily 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 ContractOn May 20, at 3:p.m., an owner of the vehicle telephoned CARS to question why her vehicle needed to be torn down if the repair facility advised that an engine was needed for the repair of her vehicleCARS advised that we required tear-down to the point of component failure to verify the cause of failure and extent of damage to her vehicleThe customer then ended the telephone callOn May 20, at 3:p.m., the co-owner of the vehicle telephoned CARS to advise that she had a bumper to bumper Service Contract and did not have to pay any monies towards the repair of her vehicle except the deductibleCARS advised that her Service Contract was not bumper to bumper and we assist with the repair of our contract holder's vehiclesThe customer than advised that she wanted CARS to pay for any diagnostic costs she had incurred because she wants to drive her vehicle out of the repair facility.On May 31, at 2:p.m., an owner of the vehicle called to inquiry why the vehicle needed to be torn down and if CARS paid to reassemble the vehicleCARS advised that we required tear-down to the point of component failure to verify the cause of failure and extent of damage to her vehicleCARS advised that we do not pay for any costs related to diagnostics including teardown and reassembly of her vehicleOn June 1, at 1:p.m., the co-owner of the vehicle advised CARS that the repair facility does not want to tear down her vehicle and is charging her $to put her vehicle back together and for the checking fluidsCARS advised the customer that we would telephone the repair facilityOn June 3, 2016, CARS left two (2] voice messages for the repair facility to return our telephone callOn June 3, at 11:a.m., the repair facility advised CARS that the customer gave her permission to the repair facility to do diagnostics on her vehicle when the vehicle was brought to the repair facilityOn June 3, at 12:p.m., the co-owner of the vehicle advised CARS that she did not give her permission for her vehicle to be checked and she is not responsible for any costsCARS advised the co-owner that the repair facility stated that she gave her permission for diagnostics to be performed on her vehicleBy 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 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 damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle." We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe are not requiring unnecessary tear-down and diagnosis; we are only trying to determine the cause of failureUnder 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 covered and the customer's financial responsibility for the tear down, diagnosis charges, filters, and taxesCARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with a proper diagnosis and extent of damage as stated in the above paragraphsCARS cannot move forward with the engine claim made on behalf of the customer's vehicle until the repair facility provides us with the cause of failure to the engine extent of damages to the customer's vehicleAs stated in the above paragraphs, the customer is responsible for all charges related to teardown/diagnostics; therefore, CARS is not able to assist with the cost of reassembly of her engineAny teardown/diagnostic costs are between the customer and the repair facilityWhen 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 P***General Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** as I showed on the video that its self explanatory the parts is inside the transmission surrounded by fluid above the valve body this being said the part needed is a lubricated internal part and the contract that I signed in specific say that all lubricated internal components are covered I don't see why they don't want to honor the warranty ...just look at the video and that shows the part in question being removed from inside the transmission and surrounded by atf fluid its not an outside part like they (cars) are trying to say for this reason I need them to reimburse me the amount that I requested before I take further action