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Gold Standard Automotive Network, Inc.

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Reviews Gold Standard Automotive Network, Inc.

Gold Standard Automotive Network, Inc. Reviews (13)

Mr***,At the time this contract was purchased, we were using a system that required the SELLER to input the VIN, Vehicle Description (including make/Model/Year/Trim), as well as the miles and the rate the Seller is charging. When Seller and Customer sign the contract, they are stating
that all the information above is correct but in this situation, you are stating the information was incorrectOnce both parties have reviewed and signed the contract, it now becomes a legal binding agreement with the customer, Gold Standard and that particular vehicle. However, dealerships have one last chance to make sure the VIN is correct when they fund the contract and it was not changed at that time either. As we have previously communicated and as a Customer Service, we will be happy to waive our fees and refund our full wholesale cost. We will be happy to reimburse the customer the $we charged your dealership, however if you want the remaining refunded to the customer your dealership will be responsible for any markup added

Mr***, did not give Gold Standard the opportunity to listen to his concerns about the denial due to wear and tear being the cause of failure prior to him disparaging our company He had already given the shop the OK to do the work so we could not even hire a different third party company
to re-inspect the transmission, yet as a goodwill we went against our inspectors findings and approved and paid the maximum benefit the customer has

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
Sincerely,
*** ***

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. Note that we settled the dispute in small claims court and the judge issued a ruling for Gold Standard to pay the claim in full As stated by Gold Standard they have made the payment in fullI am satisfied with the outcome
Sincerely,
*** ***

Ms***, We understand your frustration however it appears there is some miscommunication Per your complaint you state that your shop was given the "OK" over the phone to proceed with the repair, that is incorrect Per the recorded call on July 13, between TOM at your shop and
our customer service representative your shop was advised the claim is only processed through email or fax, we have transcribed part of the call that talks about the claim: GSAN REP Stated "...they do have seals and gaskets coverage so what you will need to do for that is fax in a claim, what we need on there is parts and labor, cause of failure and codes, current mileage and VIN, the technicians ASE certification and if the vehicle has any modifications Would you like the fax number or email address?" TOM Replies "FAX" once the fax # was given TOM's Response is "OK, I'll get some stuff together and give you a call" GSAN Rep Response "We don't do it directly over the phone you have to fax or email it in" Based off that recorded call TOM was notified that we do not approve claims over the phone, the next contact we had between anyone regarding this claim was TOM, he called on August 16, to submit the claim and he was given the claims email, he eventually emailed an invoice to Gold Standard for $5,on August 18, @ 12:PM. On that same day @ 1:PM and it read claims responded to his email with the following questions: Tom, Thank you for sending in the claim information for *** ***We are needing a few things before we can start the claims processPlease send over the following: 1.) Has the work been completed? 2.) A copy of the ASE certificate for Engine Repair for your facility (we need this first before moving forward) 3.) What is the history for this repair? When did the customer notice there was a problem and what were the symptoms? 4.) On a large claim like this we will need to send an inspector to verify the failure and the cause of failureGSAN does not pay for Diagnostics or Teardown, this would be the customer's expenseIs the vehicle in a condition that an inspector could verify the failure and the cause of the failure? Gold Standard never heard back from your shop so a follow up email was sent on August 22, @ 8:AM that stated: We haven't heard from youCan you please respond to our previous email? Thanks! We finally heard back from your shop via email at 6:PM stating that the work had been completedPer the customers contract under section 'Authorization is required from the Administrator [Gold Standard] PRIOR to the repair or replacement of covered components." it is also stated under section General Provisions; Filing a Claim: FILING A CLAIM: If Your Vehicle incurs a Mechanical Breakdown you must take the following steps to file a claim2. Your repair facility must obtain an authorization number from Administrator prior to the beginning of repair 8. Payment of Claims - To obtain payment for a covered repair You, or the Repair Facility must submit a legible copy or original repair order to the Administrator. Repair orders must be readable and understandable, and contain the following information: Repair Facility name, address and phone number, Your name, address and phone number, repair diagnosis, parts and labor hours, authorization number, vehicle identification number, vehicle mileage, year, make and model. Authorization number issued by the Administrator must appear on all receipts submitted for reimbursement. No invoices will be processed without a valid authorization number. Once authorization is obtained, and the repair is completed, all repair orders and documentation must be submitted to the Administrator within days to be eligible for payment Unfortunately, because your shop did not follow the instructions provide to him over the phone on July 13, there is nothing we can do to assist you with this repair as we explained to you when you spoke with a supervisor on December 6th and 7th, 2016. If you would like a copy of the call between your shop and customer service we would be happy to provide thatGold Standard can appreciate that our contract may not be a perfect fit for everyone and as a customer service if you have come to this conclusion and would like to cancel your contract Gold Standard will waive our cancellation fee. If you would like the cancellation form or a copy of the initial call between customer service and your shop please call 801-963-and customer service will assist you

Mr. [redacted] spoke to our staff on 10/18/2016 and was extremely belligerent with our staff.  They tried to explain to him that we do not cover the timing belt or ANY belt, the timing belt (along with all other belts) is a maintenance component meaning they are meant to be changed at a...

certain mileage interval based the manufactures service table.  A timing belt is made of rubber andRubber degrades with higher temperatures and with contact with motor oil. Thus the life expectancy of a timing belt is lowered in hot or leaky engines. Newer or more expensive belts are made of temperature resistant materials such as "highly saturated nitrile" (HSN) but will still be suggested to be changed out per the MFG service table.   A timing chain is NOT meant to be changed.  A timing chain is made up of metal or composites of metal that are meant to withstand the temperatures an engine produces and is not part of the manufacturers maintenance schedule.  Your vehicles manufacture service table says you should replace your timing belt at 105000 miles, all belts are meant to be replaced in a vehicle that is why they are not covered they are anticipated maintenance item.As to his water pump, the water pump did not fail therefore it does not fall within coverage, his shop may have suggested he replace it because ‘they are there’ but if they told him they cannot put the original working water pump back into the vehicle we suggest he get a second opinion, per our ASE certified technician on staff that information is not accurate.We are sure Mr. [redacted] wouldn’t want Gold Standard changing the contract he signed because Gold Standard decided they didn’t want to cover Engines any longer and the reverse also applies, Gold Standard cannot change the contract coverage to benefit Mr. [redacted].  We regret that Mr. [redacted] possibly got some bad advice in regards to a timing chain vs a timing belt and to assist with his understanding we have attached a picture of each component and show the difference, which is significant.  Unfortunately, during Mr. [redacted] call on 10/18/2016 he was not willing to allow our staff to fully explain this.  Lastly, as previously stated Gold Standard cannot change a legal document because a customer doesn’t understand the coverage or possibly didn’t read it prior to signing it, but in an effort to assist Mr. [redacted] but are willing to offer to waive all of Gold Standards fees if Mr. [redacted] would like to cancel his Gold Standard service contract. By Gold Standard waving their fees it will give Mr. [redacted] an additional $110.00 or more to his cancellation refund.

Ms. [redacted],I have investigated your claim and it appears that prior to Gold Standard getting your Revdex.com complaint an internal Quality Assurance Audit was done and your claim came up as having been processed incorrectly and an updated authorization for the maximum payable for your seals and gaskets...

benefit was authorized ($400.00).  I do not see your shop has responded to our authorization, as indicated in the authorization that if the customer paid for the repair they need to sign our authorization document stating the work has been done and a copy of the closed out/paid invoice and we would reimburse the customer.  If you wish to not have the claim paid and would rather have your contract cancelled we will need you to fill out our cancellation form, please call to obtain a copy or your selling dealer might have a copy as well.If you chose to keep your service contract and you ever run into a situation where you don't agree or understand why a claim was denied or approved for a an amount you do not agree with all you need to do is call Gold Standard and discuss it with a Customer Service Representative, there may have been a mistake, we are all human after all.  We wish you the best of luck and hope to hear from you soon.

Dear Sirs,After reviewing the customers complaint they are correct the version of the contract they received did not have the actual cash value limit however during our investigation we did find that the customers warranty is expired due to the amount of miles they put on their vehicle, their...

contract is a 2 year or 24,000 miles and Mr. M[redacted] have put 31481 miles on the vehicle which is 7481 miles over the 24,000 contract limit.  Because this is our error we will not back bill Mr. M[redacted] but will also not be paying any additional monies towards his transmission repair.  Please let me know if you need any further assistance.Candyce

Mr. [redacted], We understand your frustration however, we have made our contract very clear on what is covered if the component is not listed it is not covered.  Your claim was denied for multiple reasons, the first being you have a 45 day and 1200-mile pre-existing waiting period so your water...

pump was denied because you had only driven 793 miles from the date of purchase.  The alternator was denied because you purchased a 1-year contract, the 1-year contract does not include electrical coverage only a 3-year contract or longer will include electrical coverage.  When reading your contract prior to signing the stipulations/coverage and if you felt our contract did not match what you were told you had the option to not purchase the contract or within 60 days after your purchased the contract you still had the opportunity to cancel the contract and obtain a full refund. You indicate that you went to 5 shops and none of the claims were paid, our records indicate that you went for an oil change on 03/15/2017 that we paid $40.00 (maximum payable for a oil change) and you have only one mechanical claim submitted on your behalf (water pump/alternator/brake booster vacuum pump/wheel sensor/light bulb), that is the claim referenced above.  Gold Standard has ZERO fine print and our contract is extremely self-explanatory and if at any time you wondered about your coverage you can call customer service any we would be happy to answer any of your questions.  Gold Standard does not avoid their responsibility to pay legitimate claims, however customers also have their own responsibility to read and understand their contract and the guidelines/coverage that they have chosen to purchase and agreed to.  Your coverage options also included a plan with no waiting period and electrical coverage as well as a longer term, unfortunately you decided not to purchase that plan and chose a plan with lessor coverage. If you still feel like your dealer over exaggerated your coverage we will waive our cancellation fee if you would like to cancel your contract with us.  Please contact customer service for the form.

Mr. [redacted], Gold Standard understands your frustration however there are several errors in your statement(s).  The following is a summation of the digital record we keep every time someone calls/faxes/or emails regarding your contract. We show you did call Gold Standard on 8/8/2017 @ 2:44 PM...

you stated you were at the shop and the customer service representative gave you the fax # (Gold Standard has only one fax number) your shop did not call again until 5:06 where they left a voicemail, claims called your shop back and got their voicemail where they left a message that if they needed any assistance with a customer to please call us.  We did not hear from anyone again until you called on 08/15/2017 stating that you need to get reimbursement for your blower motor.  You were advised that repairs without prior authorization cannot be reimbursed however trying cannot hurt anything and you were given information on how to submit your paperwork for reimbursement.  Nothing was sent in, Gold Standard did not hear from you again until 09/25/2017 where you asked how to send your invoice for reimbursement, you were advised (again) that claims done without prior approval are not coverable per your contract but was given the fax # and email address where you could send in the paperwork.  The next time Gold Standard heard from you or your shop was 10/05/2017 where they called stating the work was done on a Saturday and the customer could not wait until Monday for claims to approve it.  As your paperwork shows the claim was on a Tuesday and as you were advised on the call on 08/08/2017 the claims department is very fast with this type of claim it can take only 30 minutes, worst case same day. Mr. [redacted], Gold Standard is bound by the contract and when you signed the contract you also agreed to.  Our digital records reflect that you/your shop did not send the estimate in until the work was done, based off the digital records attached to your contract there was no attempt by your shop or yourself to submit the estimate to Gold Standard prior to the work being done and follow the process ALL other customers must follow.  This part of the claims process is so vital it is found within your contract 4 (four) times where it tells the customer they must have prior authorization for mechanical repairs.  The first notification can be found on page 2, Section - 3 COVERAGE-SERVICE DEFINITIONS & VEHICLE ELIGIBILITY where it states "...Authorization is required from the Administrator PRIOR to the repair or replacement of covered components....", then again on page 3 Section 4 - GENERAL PROVISIONS where it states "...Agreement Holder must notify Administrator of any Mechanical Breakdown prior to any work being done to this Vehicle for approval...", then again on page 3 Section 4 - GENERAL PROVISIONS Subsection; Filing A Claim #2 it states "Your repair facility must obtain an authorization number from Administrator prior to the beginning of repair by calling 801-963-4653..." and again on page 4 Section 5 - EXCLUSIONS item #2 is all caps and bold and states "WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTHORIZATION".   Gold Standard mentions this so many times within the contract because it is a process that must be followed by all contract holders, all our customers are equally important to Gold Standard and because of this we treat all our customers equally and waiving the standard process for claims is not fair to all our other customers who had to follow the same rules you must. Lastly, at no time did anyone at Gold Standard state “drop the ball” we have pulled all phone records and faxes and your shop did not make the calls they are claiming and again we have only 1 fax # so stating they were given multiple is again not accurate.  The claims manager you spoke with advised you that if you could send us proof of their faxes sent and they either failed or were successful.  We have pulled all our faxes from your shop, they are all kept digitally we used the fax information they sent in the reimbursement request from, if they have another fax # they would like us to check we would be happy to do so.  Gold Standard made every attempt to show that your shop tried to submit the claim prior to the repair and if you had anything that show there was an attempt we could reevaluate the situation.  At the time we replied to this complaint you have not submitted any documents to support you/yours shops claim that they faxed over the estimate prior to the repair, even the same day of the repair.  We unfortunately cannot reimburse a claim that did not have prior approval, Gold Standard can waive our fees if you decide you would like to cancel your service contract.  Please contact customer service for the form if that is what you decide is best for you.  We wish you the best!Tell us why here...

Gold Standard issued payment to the customer for the full amount asked, $1790.00.  I have attached a copy of the cashed check for your records.  I responded to this complaint originally then again weeks ago when were were notified that the complaint was still open.

+1

Mr. [redacted],We understand that you purchased your service contract with what sounds like the impression that we are a bumper to bumper service vendor, we are not.  If the selling dealer told you that or implied that to you when you were buying the vehicle and the service contract we are truly...

sorry about that but your contract clearly does not support a claim of bump to bump coverage and you had 30 days from the date you purchased the contract to read through the contract and see if the coverage matched with what you were told or if you felt like the coverage was sufficient and if you chose to cancel the contract within those first 30 days you are due a full refund (minus usage).  It's clear based off of your complaint that you either did not read through your contract or you did and you did not feel like it contradicted what the dealer told you was covered.  Gold Standard has ZERO fine print and we itemize every major component we cover, if after reading through your contract you had ANY questions or concerns about your coverage at any time you could have called us to confirm coverage or clarify any questions you may have had, you did not contract about discrepancies between your contract and what the dealership told you.  Your first contract with us was on 2/29/2016 (16 days after you purchased your vehicle) and all you were asking about was the inspection (the last page of the contract) that is required for your term of contract and if we received it, we advised you that we did but that the Oil change was not performed and therefor was not complete.  IF Gold Standard was the crooked company you claim we are we would not have told you that, we would have just said we had gotten it and not told you what was missing to make it incomplete.  You then had the Oil change done and we reimbursed you $29.89 for that service. On the 13th of February you were still within your 30 days and you could have asked then about coverage or confirm what you were told by the dealership, you did not.   The next point of contact we had with you was on 4/11/2016 where you stated that you were having transmission issues.  You were advised to take your vehicle any transmission ASE certified shop an have them call us and we can walk them through the claims process.  The next contact we had was from your shop on 6/30/2016, that is 80 days later, the shop called in to find out if solenoid was covered, we let them know that it was not covered and then they explained they had already done the repair.  We then heard from you again on 7/1/2016 where a customer service representative explained why the component was not covered and where to find your coverage within your contract.  You explained that the selling dealer did not give you a copy, the representative offered to mail or email you a copy and you said that you would get a copy from the dealership, you also asked for a cancellation quote be given and the representative let you know they would follow up with you once they had that amount for you.  On 7/6/2016 the same customer service representative emailed you the quote [redacted] per your request.  On 7/13/2016 your wife called in complaining and asking why we sent you the cancellation quote email, your wife asked for a name she could give for her Revdex.com complaint, the customer service representative put your wife on hold to get permission to release someones name and your wife was no longer on the line, the representative left notes on the account just in case she called back.  Your wife called back the next day (7/14/2016) an asked for a cancellation form be emailed to her at [redacted] and that was performed by the customer service representative and it was received back the same day.  The 'Bogus' email address you claim you were given on purpose you must have written down wrong, it should have been [email protected], however 2 separate representative emailed you and your wife and you could have emailed them back at any time so giving you a 'Bogus' email would solve nothing, unfortunately you added an 's' at the the end of the email which made it invalid.Gold Standard tries to meet and exceed our customers expectations but the customer also has some responsibility on their end too, for example.  It is the customers responsibility to read the contract either PRIOR to signing it or after, again you had 30 days to read it and cancel for a full refund, it is the customers responsibility to ask for a copy of a legal contract they signed if the other party does not automatically offer one and lastly it is the customers responsibility to take care of the vehicle and when you first started having transmission issues you waited 80 days to get the vehicle looked at, that is customer neglect, as the vehicle's owner you are responsible for making sure you take the vehicle if for repairs as soon as you notice the issue, continually driving the vehicle will usually just make the issue worseIt sounds as though you are complaining about the wrong entity, Gold Standard did not sell you a service contract and lead you to believe that it was full coverage/bump to bump, Gold Standard did not fail to supply you with a copy of the contract you signed.  Gold Standard did however try and assist you with the inspection and making sure that you fulfilled the requirements so you would have coverage if/when you needed it.  Gold Standard is a wholesale vendor, the dealership charged you retail pricing, we can only offer to waive our fees based off of our wholesale pricing, you will need to speak with the dealership about their fees.  Gold Standard will waive their fees, including the $29.89 we reimbursed you for the oil change, making our refund $403, that is a savings of $272.71 in fees and reimbursement of usage.  Please speak with the selling dealer directly to see if they are willing to waive their fees too.  Gold Standard will reimburse the selling dealer who will combine our refund along with theirs and issue the refund to whom ever paid them, so if it was part of a loan the money will be sent back to your lender and applied to the balance of your loan, if you paid for the service contract then dealer will issue the refund to you directly.  We are unaware of who paid the dealership.  We wish you the best of luck in your future en devours.

Dear Sirs;In the complaint Ms. L[redacted] indicates she was told we would only cover $40 for the oil change and that she had to call a different number, that concerns me because we only have one phone number for all services and anyone who answers the line can assist a customer with an oil change or...

claims questions.  The customer's contract states that we cover "cooling system maintenance - drain/refill" and that can be accomplished for $42.00 which is the covered amount Ms. L[redacted] qualifies for, as to the wiper blades the contract clearly states that the wiper blades are only covered even number years and only when in conjunction with a safety inspection so for Gold Standard to offer to pay $18.00 towards wiper blades 10 moths early and not during an even number year we feel was very generous.  If Ms. L[redacted] would like to submit her receipt for her 29.95 Oil change, coolant flush and wiper blades we would be happy to reimburse her the $89.95 we would have paid the shop.  The coolant flush Ms. L[redacted] had done is significantly different than a drain and fill , the coolant flush Ms. L[redacted] has done requires much more labor and therefor is more expensive, we are still willing to reimburse Ms. L[redacted] the $42.00 she can put towards her flush even thought technically she had a service performed that the contract does not cover.  Ms. L[redacted] can fax her receipt to [redacted] or send a digital copy to [redacted]@gsancard.com.  Sincerely,C. S[redacted]

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