Fox Concrete

*** *** *** ** *** *** *** *** *** *** *** *** ** *** RE: COMPLAINT ID #*** CHEVY TAHOE VIN (Last 8): *** OUR FILE NO.: C-***
*** *** *** I am in receipt of your letter dated June 1, 2016, enclosing the
above-referenced consumer complaintwould like to respond in the following manner: On December 1, 2015, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Independence Service Contract (Month to Month Recurring Debit)In addition, a Mastercard credit card number, V code and expiration date was provided and also the Payment Authorization form was executed for billing purposesPursuant to the RECURRING PAYMENT TERMS and ACCEPTANCE TO TERMS of the customer’s Independence Service Contract and Payment Authorization Form, CARS debited the credit card on December 4, with the credit card information suppliedThe customer’s Independence Service Contract was then approved by CARS, once we received confirmation that the payment was successfulPursuant to the Terms and Conditions of the customer's Independence Service Contract and Recurring Payment Terms, CARS again debited the credit card on file for the months of January 2016, February 2016, March 2016, April 2016, and May During those months, the customer had Service Contract coverage available to him in the event of a mechanical breakdownAt the conclusion of each month, the service contract expired and a new coverage term began when the credit card was debitedOn May 20, at 9:a.m., a mechanical claim was called in by a repair facility on behalf of the customer’s vehicle advising that the vehicle was experiencing left caliper issuesWe then went over our claim procedures with the repair facilityOn that same date at 10:a.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the left caliper for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays up to $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $13.87, and we could supply the part as stated above; however, we would be unable to assist with labor since the labor cost was less than the deductible or pay $towards the repair of the customer’s choiceDuring that telephone call, the repair facility advised CARS that the cash allowance would be used towards the repair of the customer's vehicleAfter the repair facility provided CARS with a final invoice indicating that the repairs were complete, CARS paid the repair facility in the amount of $via credit card on May 20, 2016, pursuant to the Terms and Conditions of the customer's Service ContractThe claim was then closedBy the customer's signature under Acceptance to Terms, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated on the PAYMENT AUTHORIZATION FORM at RECURRING PAYMENT TERMS: “You have purchased month-to-month coverageA NEW contract will begin monthly, starting one month from the Effective Date on Your CARS I.Dcard, and will continue, as long as payment is received, until Your vehicle reaches 200,miles or You notify CARS, at least seven days prior to your next contract beginning that You wish to end Your coverageYou are responsible for Your method of paymentIf CARS attempts to process payment from the account list below, and the charge is either declined or returned for Non-Sufficient Funds, a new contract will NOT begin and Your coverage will terminate at the end of Your current termCARS is not responsible for overdraft feesCARS will charge Your account up to seven days prior to Your next contract beginningIf You do not notify CARS in writing, when Your car reaches 200,miles or You no long own the vehicle additional payments are non-refundableCARS may charge the account listed below to correct any errors in processing." Accordingly, based upon the Recurring Payment Terms, the customer purchased a new service contract each month that the credit card on file was debitedTherefore, the customer had service contract coverage available for his vehicle in the event of a mechanical breakdownAdditionally, it states in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above- mentioned replacement parts, we used the cost of the part to either be shipped to the repair facility and also to calculate the total amount of the claim as previously statedIt was the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleHere, as stated above the customer had the option of taking the cash allowance of $towards the repair of his choice or having CARS supply the left caliperThe repair facility advised us that the cash allowance would be used towards the repair of the customer’s choiceUnder the customer's Service Contract, we were 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 taxesTherefore, CARS authorized and paid the May 20, mechanical claim in accordance to the Terms and Conditions of the customer’s Service ContractThe customer states in his complaint that he is requesting a full refund for all the months which he paid for service contract coverageThe customer's service contract states at "(b) CANCELLATION PROVISIONS: This Service Contract is non-refundable." Here, as stated above the customer’s vehicle was covered during the coverage periods of December 2016, January 2016, February 2016, March 2016, April and May 2016, in the event of a mechanical breakdownAt the conclusion of each month, the coverage lapsed and a new service contract began, after we debited the credit card on file pursuant to the Recurring Payment Terms of the customer's Payment Authorization FormTherefore, based upon all the above information, the customer is not entitled to any refundAs stated above, CARS is in receipt of the customer's cancellation, therefore, CARS will no longer debit the customer's credit card and he will not have any further coverage through CARSWhen 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 P***General Counsel JPM/cll Attachment

May 3, VIA: First Class Mail *** ** *** *** *** *** *** ** *** RE: Revdex.com COMPLAINT ID #*** APRIL 11, TRANSMISSION CLAIM CHEVY IMPALA VIN (Last 8): *** OUR FILE NO.: *** Dear Ms*** Enclosed
please find our check no***, in the amount of $225.00, representing full and final settlement of the above-referenced matter

July 18, 2017VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# ***FORD F150VIN (Last 8)* ***OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated July 14, 2017, enclosing the above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on January 14, On that same date the customer also applied for a CARS Power Train Service Contract (Months/7,Miles] and the same was received with payment and approved by CARS on January 17, (See attached "Service Contract")On February 14, at 2:p.m., CARS went over an offer with the customer to upgrade his Service ContractThe customer then advised CARS that he would telephone us if he was interested in our offer.On July 12, at 10:a.m., CARS left a message with contact information for the customer regarding an offer to extend his Service Contract coverage.On July 13, 2017, CARS received and responded to an email from the customer regarding the replacement of the transmission in his vehicleIn our response, CARS requested that the customer telephone our customer service department.On July 13, at 9:a.m., the customer advised CARS that the transmission in his vehicle had failed a week agoThe customer then advised that he had the transmission replacedCARS then reviewed the customer's Service Contract coverage with himCARS advised that we could not offer any assistance with the repair of the customer's vehicle because our claims procedures were not followedCARS further advised the customer that CARS was not responsible for any repairs done without prior authorization.On July 13, at 9:a.m., the customer advised CARS that he did not want to extend his Service Contract coverage since we could not assist with the repair of his vehicle.By the customer's signature on his Power Train Service Contract, he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractThe Service Contract states under Terms and 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from CARS.” The Service Contract further states at 3(e) and at 3(g): “SERVICE CONTRACT CLAIM PROCEDURE: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun." and "If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repair..." By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, CARS was not given the opportunity to determine if the repairs (transmission) would be covered and give authorization for the repair, prior to the repairs being performedA mechanical claim was never opened by a repair facility on behalf of the customer's vehicle; therefore, CARS was never provided with a repair facility's findings or an estimate prior to the repair of the customer's vehicleHere, CARS' claim procedures were not followed; therefore, CARS is unable to pay for any repairs performed by a repair facility.To reiterate, the repair facility did not provide CARS with an estimate prior to the repair of the customer's vehicle; therefore, CARS was unable to move forward with the claim and provide an authorization number for the repair of the customer's vehicle.The customer's Service Contract expired on July 17, Therefore, the customer no longer has coverage under his Service Contract.Ms***, I hope this information addresses your inquiryWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason * M***General Counsel

January 13, 2017 CADILLAC ESCALADE VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated January 12, 2017, enclosing the above-referenced customer's additional concerns regarding his vehicle.At this time the customer should have the repair facility telephone CARS to open a claim on behalf of the customer's vehicle.If you have any further questions regarding this matter, please do not hesitate to contact my office

May 5,2017VIA: EMAIL THROUGH Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #***HONDA CRVVIN (Last 8): ***OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated April 28, 2017, enclosing the
above-referenced consumer complaint.CARS has spoken to the customer and considers this matter now 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 my office.Sincerely,Jason *M***General Counsel

December 22, 2015VIA: Revdex.com WEBSITERE: COMPLAINT ID #***CHEVY TAHOE VIN (Last 8): *** OUR FILE NO.: C-***Dear Ms***I am in receipt of the customer's letter to you regarding our responseAlthough the customer’s claim has been closed by the Revdex.com, CARS would like to assure the customer that moving forward should his vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under the Service ContractIf the failed component is covered under the Service Contract, CARS will authorize and pay the claim in accordance to the Terms and Conditions of his Service Contract.CARS supports the customer contacting the Revdex.com regarding his concerns and appreciates the opportunity to respond.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
The dealer stated the policy was able to be cancelled The contract is deceptive without reading all of the small print "Cancellations," stated in the contract make it appear that the policy is able to be cancelled The small print states up to days? Why not just put that in larger bold print so there are no misunderstandings? It's like a bank stating we pay 5% interest on balances and then in the small print 0% paid after days It is not a fair practice and seems to take advantage of the consumer The contract should be re-written and we should be refunded, at least for the years out of our year contract that was never used and simply unusable when we needed it To only cover about 25% of a repair when we purchased the better coverage is just fraudulent To replace components only that are sure to fail without completing the whole job needed is sneaky, tricky, and just wrong The garage stated the repair suggested by Cars was like putting a band aid on a bullet wound and they simply would not do a job so half-*** cause they would be putting their reputation on the line.
Regards,
*** ***

December 18, VIA: Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA
RE: HONDA RIDGELINE VIN (Last 8): *** OUR FILE NO.: *** Revdex.com ID NO.: *** Dear Ms***: 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*** General Counsel

RE: COMPLAINT ID #*** BMW VIN (Last 8): *** OUR FILE NO.: C-*** Dear Ms***: I am in receipt of your letter dated January 15, enclosing the above-referenced consumer complaint and respond as follows: On December 10,
2015, CARS mailed check noin the amount of $to the customer's lienholder with the attached letterWe also sent a letter (attached) to the selling dealer advising him of the amount and his responsibility to issue a check for of his portion of the refund to the lienholderOn January 21, 2016, CARS was advised by the selling dealer that he and the customer had agreed that the selling dealer would issue a refund in the amount of $***On January 22, 2016, CARS issued check no*** in the amount of $*** to ensure that the customer's Service Contract was properly refunded pursuant to *** statuteCARS 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 provisionsCARS is directed by state statute in Texas to issue a prorated refund to the customer for the cancellation of his Service ContractTherefore, pursuant to his Service Contract the customer is entitled to a prorated refundWhen 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 meSincerely,Jason P***General Counsel

April 24, 2018VIA: Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220 RE: SUBARU LEGACY VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: CARS is in receipt of your letter dated April 20, 2018, enclosing the customer’s additional concerns regarding the above-referenced vehicle. CARS would like to respond as follows: Forty-three days from CARS’ last communication (March 7, 2018) with the repair facility, on April 19, at 2:p.m., the repair facility advised CARS that our supplied engine was knocking. The repair facility advised that a new oil filter and new engine oil was used with the supplied engine. CARS advised the repair facility that CARS would contact CARS’ supplier and CARS Claims Director of the issues with the supplied engine. On April 19, at 2:p.m., CARS’ supplier advised that the issue with the supplied engine would be referred to CARS’ supplier’s customer support department. On April 20, at 1:p.m., CARS’ supplier advised CARS that the repair facility was to send a video of the engine and the heat tab to the supplier. On April 23, at 9:a.m., CARS’ supplier emailed CARS that the repair facility had not yet provided the requested information. On April 24, 2018, CARS’ supplier again advised CARS that that the repair facility had not yet provided the requested information. As stated in CARS’ letter dated April 18, 2018, CARS authorized an engine for repair of the customer’s vehicle; however, since the CARS was never advised of any failures to the turbo, CARS supplied engine does not include a turboCARS advised the repair facility that the turbo from the original engine should be removed and put on the supplied engine. As of today’s date, April 24, 2018, our supplier is waiting on the repair facility to send them a video of the engine and engine tabs in order to determine what is causing the issues with the customer’s vehicle. CARS has enclosed a tracking sheet for the customer’s supplied engine. As evidenced from the attached tracking sheet, the supplied engine was delivered to the repair facility on March 13, at 1:p.mAs of April 24, 2018, only one (1) engine has been shipped to the repair facility for the repair of the customer’s vehicle. Ms***, if you or the customer have any further questions regarding this matter, please do not hesitate to contact my office. Sincerely,Jason ** M***General Counsel JPM/jmmAttachment

January 27, VIA: SUBMITTED TO Revdex.com WEBSITE RE: COMPLAINT ID #*** VOLVO XCVIN (Last 8): *** OUR FILE NO.: C-*** Dear Ms***: I am in receipt of your letter dated January 26, 2016, enclosing the above-referenced consumer
complaintI would like to respond in the following manner: On July 2, 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 July 31, (the attached "Service Contract”)On January 14, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing starter issuesWe then went over our claim procedures with the repair facilityOn January 14, at 1:p.m., after again reviewing our claim procedures with the repair facility, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the starter for $Mitchell OnDemand 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 $46.72, and we could supply the part as stated above; however we were unable to assist with labor since the labor cost was less than the deductible or pay $towards the repair of the customer’s choiceThe repair facility advised CARS that the cash allowance would be used towards the repair of the customer’s vehicleOn January 18, CARS paid the repair facility in the amount of $via credit card pursuant to the Terms and Conditions of his Service ContractThe claim was then closedBy 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 was the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed componentHere, as stated above the customer had the option of taking the cash allowance of $towards the repair of his choice or having CARS supply the starterThe repair facility advised us that the cash allowance would be used towards the repair of the customer’s choiceUnder the customer’s Service Contract, we were not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what components are specifically covered and the customer’s financial responsibility for the tear down, diagnosis charges, filters, and taxesUpon further review of the customer's claim, CARS is willing to pay the remainder of the labor costs ($labor - $allowance) in the amount of $to the customerHowever, in his consumer complaint the customer stated that he would like a full refund of the amount he paid for his Service ContractThe customer’s Service Contract states under Terms and Conditions at Paragraph (a through 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 statedC.A.R.Sshall refund to the dealer a portion of the amount received by C.A.R.Sfor your Service Contract on a monthly prorated basis, less a service fee (not to exceed $50.00), as long as no claims have been made against the vehicleIf a vehicle is altered or modified after purchase and if a claim has been made or paid, the Service Contract is cancelled and no refund shall be issued; and If 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 C.A.R.Sfor 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 prorated refund of the amount received by C.A.R.Sfor the Service Contract, less a service fee (not to exceed $50.00), less any claims paid." CARS is regulated on refund policies by each state that CARS conducts business in and we strictly adhere in those states where their statutes supersede our cancellation provisionsHere, the customer signed the service contract application when he purchased the above-referenced vehicle stating that he had read, understood and agreed to the terms of the service contractCARS is not directed by Maryland statute to issue a refund for the cancellation of the customer's Service ContractIf the customer currently has a lienholder and supplies CARS with the name and address of his lienholder; CARS will provide a General Release for the customer's signatureUpon receipt of the executed General Release, CARS will issue a check for a prorated refund less service fee and less claims paid for the amount CARS received from the selling dealer for the customer's Service Contract to the lienholderCARS’ check to the lienholder will be in the amount of $CARS service contracts are sold wholesale to dealers; therefore, CARS only receives a set price for each contract sold and any remaining monies owed to the customer are between the customer and the dealerAs stated above the customer has the option of having CARS pay an additional $towards the labor cost for the repair of his vehicle or a prorated refund of the amount CARS received from the selling dealer, which will be directly paid to the lienholderThe customer has Service Contract coverage through July 31, 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 his 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 questions regarding this matter, please do not hesitate to contact meSincerely,Jason P***General Counsel

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,
*** ***

July 25, 2017VIA: Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID# ***FORD F150VIN (Last 8)* ***OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated July 21, 2017, enclosing the consumer's additional concerns and respond as follows:On July 13, at 9:a.m., the customer acknowledged that he had forgotten that he had a Service Contract with CARS until we attempted to reach him regarding an offer to extend his Service Contract coverage on July 12, 2017.For all of the reasons stated in our letter to you dated July 18, 2017, CARS stands by our decision and is unable to assist with the repair of the customer's vehicle.Ms***, if you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason ** M***General Counsel

April 17, VIA: Revdex.com WEBSITE *** *** Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA RE: JEEP GRAND CHEROKEE
VIN (Last 8): *** OUR FILE NO.: *** Revdex.com COMPLAINT NO.: *** Dear Ms***: 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, 2018. 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, 2018. 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*** General Counsel JPM/cll Attachment Tell us why here

I filed a complaint against Cars Protection Plus earlier tonightIn the complaint, I stated that I would like them to refund a portion of the price that I paid for the warranty (650.00)I no longer want any portion of the warranty refunded - I want my vehicle repaired correctly!!!! I received a
call tonight from my mechanic *** ***) from *** AveAutomotiveHe installed the "worn out" used part that was sent by Cars Protection Plus to repair my vehicleThe part is not usable and I am again unable to use my vehicle (my vehicle has been "down" for three weeks)Please look into this company and assist me, and other consumers, in making this company accountable for their actionsI am also going to contact the Attorney Generals Office and file a complaint with them-*** *** ***

The refund has been given however MrMcConnell failed to address the unprofessional conduct between claims adjuster Rodney and Mechanic Mr*** with Discount TireUntil we have addressed the misconduct of Rodney we respectfully reject this as resolved.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,
*** ***

April 19, 2016VIA: Submitted to Revdex.com websiteRE: COMPLAINT ID #1***PREVIOUS COMPLAINT ID #*** VOLKSWAGON TOUAREG VIN (Last 8): *** OUR FILE NO.: ***Dear Ms, ***I am in receipt of your letter dated April 19, 2016, enclosing the above-referenced consumer complaintThis instant
complaint was filed by the actual consumer; however, please note that the same issues contained in this consumer complaint are the same issues contained in Complaint ID #***, which was originally filed by an individual who was not the customerBoth complaints are in regard to the Service Contract coverage for the above-referenced vehicle,CARS promptly responded to that consumer complaint on April 8, A copy of which is attached for your reviewHowever, I again respond as follows:Since the inception of the customer's Service Contract only one (1) claim was opened by a repair facility, then authorized and paid by CARS on behalf of the customer's vehicle as follows:On October 28, at 3:p.m., a repair facility contacted CARS advising that the customer’s vehicle was experiencing fuel pump issuesDuring that initial telephone call, CARS went over the claim procedures in detail with the repair facility.After it was determined that the failed component was covered, CARS authorized the fuel pump repair in the total amount of $pursuant to the terms and conditions of the customer's service contractAfter the repair facility provided CARS with its final repair invoice, CARS paid the repair facility on November 24, via checkThe claim was then closedSee attached final invoice.On April 6, at 11:a.m., the customer’s boyfriend telephoned CARS and advised that he had repairs performed on the vehicle two (2) weeks priorDuring that call we advised the customer's boyfriend that we would be unable to assist with that repair, because the proper claim procedures were not followedThe 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 an estimate 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 time.Here, however, because no initial claim was called in by any repair facility on behalf of the customer's vehicle, 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 performed.As you can see from the above paragraphs, there was a previous claim opened, authorized and paid on behalf of the customer's vehicle; therefore, the customer was aware of the proper claim proceduresTo reiterate, CARS was never contacted regarding the customer's recent mechanical issues and 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.Please also be advised that our claims manager contacted the previous repair facility to ascertain as to whether or not the repair facility was currently in business and capable of performing the repairs on the customer's vehicleThe repair facility advised our claims manager that they were currently in business and capable of performing repairs on vehiclesTherefore, the customer had the opportunity to take her vehicle to this repair facility to have a claim properly opened pursuant to the terms and conditions of the customer's service contractFor these reasons, CARS has fulfilled all of its obligations under the Terms and Conditions of the customer's Service Contract; therefore, we are unable to assist with the claim due to failure to follow proper claim procedures which must be followed by ail CARS’ customers.The customer has Service Contract coverage on her vehicle through May 30, 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 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.At this time ! would also like to address the customer's request for a refundBy the customers' signature on her Service Contract, she acknowledged that she read, understood, and agreed to the Terms and Conditions of their Service ContractIt states under Terms and Conditions at Paragraph 4(a): "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 stated.”Also, 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 *** to provide the customer with any refund of her Service Contract.Therefore, for all the reasons stated above, the customer is not eligible for any refund.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%Should you have any further questions regarding this matter, please do not hesitate to contact my officeIf not, CARS is requesting that you mark both complaints responded to and properly answered by CARS.Sincerely,Jason ** *** General CounselJPM/cll

January 10, 2017VIA: EMAIL/WEBSITECADILLAC ESCALADE VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated January 3, 2017, enclosing the above-referenced consumer complaint and respond as follows: According to our records, the customer purchased the above-referenced vehicle on August 2, 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 8, (See attached Service Contract).On January 10, 2017, pursuant to the Terms and Conditions of the customer's Service Contract, CARS paid the repair facility via check in the amount of $towards the cost of fluids, ABS pump, and laborHere, CARS waived the $deductible.Upon receipt of invoices from our suppliers, CARS will pay our suppliers in the amount of $for a front differential and a speed sensor pursuant to the Terms and Conditions of the customer's Service Contract.CARS now considers the customer's complaint resolved.The customer's vehicle has Service Contract coverage through August 8, If the customer's vehicle incurs future mechanical issues during the coverage term, CARS will process the claim to determine if the failed component is covered under his Service ContractIf the failed component is covered, CARS will process, authorize and pay the claim in accordance to the Terms and Conditions of the customer's Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office.Sincerely,Jason PM*** General Counsel

August 28, 2017VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220RE: COMPLAINT ID #***MAZDA CX-VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated August 28, 2017, enclosing the additional concerns regarding the above-referenced consumer complaint.The additional concerns of the customer and the documentation provided by the customer's repair facility were thoroughly reviewed by our Claims Director, who has extensive knowledge in vehicle mechanical repairsPursuant to the Claims Director, the multiple severe oil leaks and other mechanical issues are relevant to the proper function of the timing chain on the customer's vehicleSpecifically, the timing chain tensioner is an integral part of the performance of the timing chainThe timing chain tensioner is operated by oil pressureIf the vehicle is low on oil pressure, then the timing chain tensioner will not function properly and will cause the timing chain to have slackAs a result of the oil leaks and low oil pressure in the customer's vehicle, when the vehicle is started it would take time for oil pressure in the vehicle to build in order for the timing chain tensioner to operate, which would create a noise from the timing chainOnce the oil pressure is sufficient, the noise to the timing chain would diminishAdditionally, due to the multiple severe oil leaks and failed non-covered components, the customer's vehicle is throwing multiple failure codes as evidenced by the “CEL" being displayed, which are relevant to the current mechanical issues with the customer's vehicle.As stated previously, the repair facility found that when the customer's vehicle was started, it rattled like a loose chain, but the noise went away after about seconds, which confirms that low oil pressure due to severe multiple oil leaks in the customer's vehicle do affect the customer's vehicle and any pending timing chain issues.If the oil leaks and the other non-covered components are not addressed and repaired, the customer's vehicle will continue to incur mechanical issues, not only with the timing chain, but with other components in the customer's vehicle.Before CARS can move forward with any possible assistance with any remaining issues with the timing chain on the customer's vehicle, all the oil leaks and the non-covered components must be repaired, the "CEL" light must be cleared and the vehicle retested.Once the above-referenced repairs are completed and the vehicle is then torn-down to the point of any component failure, CARS is willing to have an independent inspection performed on the customer's vehicle to determine if CARS can offer any assistance with any covered repaired, pursuant to the Terms and Conditions of the customer's Power Train Service Contract.To reiterate, CARS is not requesting any undue repairs or tear-down, CARS is just trying to determine the actual failed components of the vehicle to ensure that it is properly repaired the first time.Ms***, I hope this information is helpful in explaining CARS position regarding this customer's current pending mechanical claim with CARSIf you have any further questions, please contact my office.Sincerely,Jason * M***General Counsel

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. I thank you very much for your time and assistance in this matter
Regards,
*** ***