This is being written in response to a complaint # *** that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states eligibility requirements of any vehicle under warrantyA warranty purchased from Delaware Auto Exchange stipulates that : “Any
claim filed within the first miles of the sale of the vehicle may be considered preexisiting”This claim was made miles after the vehicles purchaseAside from that fact, the contract also states: Undersigned Cooperation Maintain your gauges, odometer, warning lights, and sensors in working order at all timesWhen lights or gauges indicate a problem pull safely off the road Undersigned agrees to maintain vehicle and service it with receiptsIn the event that contract holder does not have proof of having performed all regularly scheduled maintenance, APW reserves the right to cancel the contractOnce the vehicle has been diagnosed, estimated and/or tracked for mileage at one of our authorized repair facilities if the failure or problem is due to a non-covered componentThe undersigned agrees to have vehicle repaired within (10) days of diagnostic then they must foreword copies of repaired receipts to APW or the vehicle shall be considered out of service and APW may in its sole discretion cancel the contractIf work on covered vehicle is done at an unauthorized repair facility, APW will or may require you to take the vehicle to one of our authorized repair facilities for an inspection of the work Note: failure to follow any or all of the above requirements of the undersigned cooperation may, or will result in the cancellation of the contract by APWWhen the diagnostic for the vehicle was performed by Mac’s Auto Service, it was found that “there is no trans fluid showing on dipstick and trans pan is leaking bad” (invoice # 3647)This, secondarily, gave APW the right and ability to cancel the contractAlso, the repair that was requested in the claim was listed as not covered under the warranty (paragraph 2)“This agreement is between Automotive Performance Warranty (from now on called APW) and the undersignedIt provides coverage only to the undersigned for the vehicle, specified term and mileage, and coverage indicated on the front of this contractCoverage under this service contract is subject to all appropriate fees being received by APWBy signing this contract APW and undersigned agree as follows: Paragraph Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals.” We did not opt to cancel the contract and instead notified the customer that their transmission would fall under the Nissan manufacturer warranty that covers transmissions under 120,milesIn order for the transmission to be sent to Nissan, the customer was informed he would have to have the leaks fixed first, or Nissan would not allow it repair under their warrantyThe customer refused to have the leaks repairedIt was at this time that, although we normally only refund contracts if a vehicle is deemed a total loss or if it is repossessed, in hopes of no further complications in being involved with the vehicle, APW opted to refund the purchase price of the warranty to the customerThis was done via WSFS check# 6389797(available at request) five days before this complaint was even openedAPW even waived the $fee that would procedurally be charged in the event of a cancellationWe hope that this information helps to resolve the complaint filed by the customerPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
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- ***, *** 11/23/APW was contacted regarding this claim. The customer had paid $for the radiator. This shop never contacted APW, or received an authorization number from APW11/24/:Claims Department spoke to the customers spouse (Mario) at 10:AM.
The customer never contacted APW to open a claim, and therefore never received an authorization number. The customer had previously taken the vehicle to an unauthorized repair facility (Juniors Auto (violation of paragraph section 2) The customer proceeded to have repairs done to the vehicle without prior authorization (violation of paragraph section and 3)The components repaired on a vehicle are an oxygen sensor, catalytic converter (both non-covered components under paragraph 1) and a radiatorThe customer was directed to M&C Auto Repair (paragraph section D) to have the vehicle inspected to determine the stated repairs have been made to the vehicleClaims department was contacted by M&C Auto Repair. They stated that it appeared that something had been done, but could not verify all of the work. The radiator seemed to be replaced, however there is no way to confirm thisDue to the customer not following claim procedures as per the contract, they violated their contract, which left APW with no choice but to deny their claim, and cancel the contractThe Claims department has contacted the underwriting department in an attempt to have funds released toward this claim, however due to the customer breaching contract, they have not yet come to a decision whether to assist the customer with this claim Once a decision is reached, the customer will be contacted, as per APW Policy
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
Problem:Was contacted by the company via text around mid may stating I would receive $for repairs to my carThey decided they would send me $checksI've received of them since MayAnd when I called about them the first time I was told every day I should receive a checkNow it is late August and I'm still waiting for $of my payment and I keep leaving messages with an answering service and no one has called me backTranslate Desired Resolution / OutcomeDesired Resolution:Finish the JobselectDesired Outcome:Pay me my money
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,
Please forgive us in our delay in responseWe received the paper work from the customer, once we had all required documentation we had to mail it to the Under Writing Department based on paragraph of our waiver clauseWe have been in contact with the customer and we assured him that will
reimburse him due to the negligence of the message center's server being down or deemed in operable for several daysThe Under Writing Department received it and are mailing the reimbursement check to the customer
January 24th, 2018 Revdex.com Serving Delaware Reads Way New Castle, De *** *** *** This is being written in response to a complaint # *** that is listedOur contract, of which the customer is provided a copy at the time of purchase, clearly states eligibility requirements of any vehicle under warrantyA warranty purchased from Delaware Auto Exchange stipulates that : “Any claim filed within the first miles of the sale of the vehicle may be considered preexisiting”This claim was made miles after the vehicles purchaseHowever, as APW always tries to do, we went above and beyond the limits of liability we are legally responsible for, and agreed to pay for a year warranted transmission, or a transmission rebuild of his original transmission, omitting the customers $contribution made towards the total cost of repairsThis was being done out of courtesy under Paragraph Paragraph Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureIn the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe original courtesy of not cancelling the contract and denying the claim due to preexisting conditions, was only added toAs of right now, due to that repair not properly being performed by the repair facility and at no fault of APW’s, another courtesy Form is submitted to the APW underwriters in order to now have $of the $that was paid for the repair by the customer, reimbursed to him by usWe believe at this time that a resolution to this complaint has been found and is in the process of being implementedPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International
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Dear Complaint Department, This letter is in regard to a concern that was issued against APW International by Mr*** *** on 05/08/and was assigned and ID of 1*** Mr*** was informed, in regard to his Nissan Maxima (contract # 191054), that due to prior claims being
opened and those repairs to the vehicle being completed, that he had nearly reached his limits of liability for the contract which originated as a $1500.00, and currently had approximately $left availableHowever, Mr*** was notified that APW would speak with the company’s underwriters to file a Form under Paragraph in the contract to attempt to get an extended allowance authorized, or a blanket endorsement, in order to allow more funds to be disbursed towards his third and final claim, or to have the ABS Control Module, that the vehicle was diagnosed as needing, to be replaced and paid forThe module unit is estimated at a minimum cost of $Paragraph 5: Limits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contract.Maximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,Paragraph 7: Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the future.In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe APW Operations Manager has since, communicated via telephone with Mr*** and has alleviated any issues or concerns that Mr*** had, prior to this concern being publishedMr*** is now appreciative of the efforts being made and it is our opinion that the matter has been handled appropriatelyWe ask that this comment be updated as per your standard proceduresPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
*** *** ** *** NWest StSuite 1400, Brandywine Building, Wilmington, DE
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 belowThe offer was of no type of repair to be completed by them even though I stated my concerns that the fluid change would not remedy the issue at the timeIt fixed it for roughly thousand miles before it returned and I called them and they said it was to late to do anythingIf I would have taken it back with no shudder at they would have also told me nithing was wrongAll I want them to do is fix the issue for which it was originally brought to them for
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
On 11-24-15,I contacted APW (answering service) on *** and left a message for someone to call me back with any updates, I did receive a callback the same day 11-24-and was advised that they would check into the matter and call me back...I did not receive a callbackOn 12-01-, I called APW (answering service) on *** and left a message for someone to call me back,I did receive a callback the same day 12-01-and only then was I advised that the claim had to go through an underwriter for approval and that I should here something within 7-business days....I feel as though I am being lied to and the process is being delayed by APW< therefore I do not accept the the response from APW
Tell us whyCustomer called our company to open a claim on 11/09/The customer stated that the vehicle will not move forward or reverse in gearAPW stated to the customer that we need a documentation of the current mileageThe customer stated the current mileage was 220,This was at 9:AM
APW spoke to customer again at 5:PMCustomer was calling to state that the previous given mileage was wrong and the actual mileage is 222,389. 11/11/15- Claims Department spoke to customer at 11:AMThe customer was granted permission to take the vehicle to H*** *** * *** *** ** * *** ** *** * *** .11/12/- Claims Department spoke to *** at *** *** at 1:PMThe repair facility stated that there is an issue inside the transfer case and that the transfer case sounds like it is trying to grind its self apartThe repair facility stated that they were not be able to provide an accurate estimate until the transfer case is taken apart to determine the extent of the damageThe current mileage of the vehicle given by the repair facility is 222, The Claims Department requested the repair facility to send a rough estimate on the rebuild of the transfer case along with the current mileage of the vehicle document.At this point APW has confirmation from a shop of the customers mileageThis customer purchased a month warranty with APW on 8/21/with 217,miles on the vehicleThe warranty ends on 11/21/or if the vehicle reaches its mileage of 221,This is because this contract is a month warranty or 4,Miles contract which ever comes first. APW sent out a Claim Denial letter due to customer exceeding mileage on 11/13/15.Attached is both the Claim Denial letter and the estimate APW received from the shop. here
10/23/17, Customer was directed to Fred's Auto Service for a diagnostic of an over heating issueThe repair facility provided an estimate for the replacement of the Intake Gasket do to coolant leakage that was approved by the Claims DepartmentThe repair facility began repairs and discovered that
the Intake Gaskets had been recently replaced with an upgraded designThe repair facility at that point was unsure if the leak was coming from the Intake Gasket and believed that it is likely the Head Gasket leakingThe Claims Department had recently approved a claim for the replacement of the Head gaskets at Dover Auto RepairFred's Auto Service was requested to re install the Intake Manifold so that the vehicle can be relocated to Dover Auto Repair to warranty the work.Fred's Auto Service was delayed in installing the Intake ManifoldThe Claims Department requested a Tow Service to pick the vehicle up to transport to Dover Auto Repair do to the delay of Fred's Auto Service installing the Intake Manifold so that the vehicle could be driven to Dover Auto RepairThe customer was spoken to by the Claims Department in regards to the repair of the vehicle and the delay caused by the repair facilityThe customer was informed that do to the delay and inconvenience, a courtesy under Paragraph would be offed to provide the customer with a rental reimbursement under the contract of the maximum payout of $This is done as a courtesy under Paragraph do to covered repair not exceeding the hour flat rate repair time as stated on the contractThe Claims Department will also provide a courtesy under Paragraph to waive the customer's deductible for the repairOnly claims have been opened for this customer with the Claims Department directing the customer to a repair facility only on the second claimAll other repairs have been handled threw the selling dealer
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.I attached a copy of my call logs just the past few days to the company including the call times, and duration of the calls from my cell phone. In time I can request my logs from my home phone, but giving the minutes response time I have to submit what I can for now To dispute his claims that I have made no calls to his business. As of today I still have not received a call back. My vehicle is still not fixed
Regards,
*** ***
APW was initially contacted by Mr*** on 1/13/to make a claim. The contract was originally provided to him on august 20th by the selling dealer Payless auto sales in Millsboro DE. He informed APW that he could not afford to pay the diagnostics fees at that time, so he
decided to wait until 1/26/to go to a shop for diagnostics. He then went for diagnostics at Tony Hudsons garage. APW has agreed to pay for everything that is covered under the contract. This includes the radiator and water pump as well as thermostat. There were never any claims or implications made by APW regarding this warranty being bumper to bumper The customer was misinformed by the selling dealer. Also, customer must read and understand all terms and conditions of the contract at the time of delivery of the vehicle. They were misguided, and did not understand what was on the contract. APW even supplied the parts for the mechanic to fix the vehicle, and they were sent to the repair facility that APW referred them to. APW works diligently with the clients in an effort to fulfill all obligations as per our contractsThe dealership where the client purchased the vehicle and warranty is currently under new management or closed at this time. The previous management may or may not have misguided the client, however the obligations of APW are clearly written into the contract. There are items not covered by the comprehensive warranty offered by APW, and it is the obligation of the client to cover those costs. APW informs the clients that they are not required or mandated to fix the uncovered components at that time or with our authorized repair facilities. That is clearly stated under our terms and conditions of paragraph section C. Titled Undersigned cooperationOn 1/13/a representative from the claims department first explained the terms and conditions of the contract to the client’s caregiver (***). She stated that she understood at that current time. On 2/8/the clients caregiver called again, and was once again explained what is covered under the warranty. She was directed to read the contracts terms and conditions including those on the reverse side. It was explained that anything that is not eligible for coverage is listed under examples of paragraph 2, which states that “there are items and services which are but not limited to…” which gives a detailed breakdown of non-covered components. There were several items on the back of her contract that are or should be replaced at this timeOn 2/25/the client spoke with a representative from APW who explained exactly what the total bill came to, and which components would be paid by APW as well as the fact that the components that are not covered and are the client’s responsibility. He expressed that he understood, and was satisfied with that arrangement. The shop was also contacted and a representative from APW thoroughly went over what is and is not covered by the warranty in an effort to avoid any misunderstandingOn 2/29/Laurie called again. She was informed that the mechanic had possession of the parts that were covered components, and had been authorized to do the necessary repairs for covered components. She became belligerent about the fact that she had a balance of $for non-covered components. She stated that APW should cover all parts of the vehicle including, but not limited to hoses, intake air tubes, and all labor costs. She stated that he should not be responsible for anything more than $140, which would be the diagnostics and towing fees, however he should also be reimbursed for the towing feesNeither Mr***, nor his employee, Laurie have sent APW any statements or receipts regarding towing. If they were to submit this information, APW would reimburse them up to $for the tow as per the contractThe clients caregiver was angry that APW will be covering $for labor, as well as the parts which totaled nearly $360, and not the total bill, disregarding the fact that $was the total for APW’s payout. She also complained as to the length of time it has taken to repair the vehicle. It was explained to her that APW has been ready to cover everything stated in the contract. The delay is due to the clients caregiver continuing to refuse to pay his share of the costs as per the contract that was provided by APWThe water pump, radiator, and thermostat were all covered by APW, as well as payment for the labor on all covered components. Tony Hudson agreed to reduce the price of the water pump to $instead of the $on the original estimate
10/18/7.Customer called the Claims Department to open a claim for the vehicles Transmission slippingOn 10/19/Customer was directed to ***’s Auto Service for a diagnosticCustomer made an appointment with the repair facility and an estimate was receivedCurrent mileage on the estimate showed
that the vehicle is only miles into the contract term falling under the mile preexisting clause of the contractThe estimate from the repair facility showed that the vehicle has a leaking Transmission Pump Seal and a leaking Transmission fluid Pan Gasket and that the Transmission Fluid was quarts lowThe repair facility requested to add Transmission Fluid to the proper level to see if the low Fluid level is the cause of the Transmission slippingFluids are a non-covered item under Paragraph The customer was contacted and informed of the issue with the vehicle and that the claim falls under the mile preexisting clause do to the vehicles mileage and that Fluids, Transmission Pan Gasket and Transmission Pump Seal are not covered under Paragraph & of the contractThe customer was requested to approve the Fluid to see if it is the issue with the Transmission slippingThe customer was requested to send the paid bill to the Claims Department and a form would be sent to the Underwriters in an attempt to reimburse the customer for the cost of transmission FluidThe vehicle still had an issue with the Transmission slipping after the Fluid was addedThe customer was informed that the vehicle still has an issue with the Transmission slipping and that the vehicle can be directed to a Transmission repair facilityThe customer was informed that there will be a delay in getting the vehicle into the Transmission repair facility do to the repair facility being booked up with other jobsThe customer was informed that a Form that the Claims Department can summit to the Underwriters to help the customer with the needed repair of the vehicleThe customer was given the option of a used Transmission being provided by the Claims Department with the customer responsible for the cost of labor, fluids, Gaskets and Seals or the customer could pay $to cover deductable, Fluids, Filter, Gasket, Seals and re programming to have the customers Transmission rebuilt with a year unlimited mileage warranty from the Transmission repair facilityThe customer agreed to the option of have the Transmission rebuilt with the customer paying $of the repair and the Claims Department paying the rest of the repair as a courtesy under Paragraph The customer was informed that the vehicle will be directed to the Transmission repair facility when there is availabilityClaims Department call logs show that the customer has not been calling with any call back as stated by the customerThe Claims Department does not drop valid claims if the contract term expiresIf a claim is opened within the active term of the contract, the claim is not closed until the covered repair is complete
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
When contacting APW, the representative that took on my claim said there would be no probably with submitting the estimate from pep boys, so therefore I went ahead submitted the request he acknowledged that there would be no problem with an estimate from that facility.....I don’t understand why they would tell me it would be alright if it would later then result in cancelation, after reviewing the situation it seems to me that APW acknowledged my estimate knowingly that they would not have to make a repair and be able to cancel my contract
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.The information provided by APW is not fully accurate in regards to the details of my asking for a refundI agree with the statements leading up to my request for refund on FebI waited over a month without any info from them so I called on Feb to get answersWhat I disagree with is how they claim they informed me that my policy would be terminated IAW Paragraph I also disagree with the fact that they accuse me of giving them mileage in an attempt to get my claim approvedThat's b.sWhen I spoke to the rep (I believe she said her name was ***) on the phone about my refund, she explained that I would lose $because of processing feeI said that was fine because I wanted my refund to get the vehicle repaired since it was unable to drive due to the transmissionShe asked the current mileage at the time and I gave it to herShe also asked me if it was possible to get the vehicle repaired, would I want that or the refund? I stated yes because I wanted my vehicle fixedThat led me to believe that having the vehicle repaired was an option when in reality it was a stall tacticI waited another few weeks and called for the status of my refund and was told that the request was still being reviewedI never received any notification that my contract was cancelledFrom Mar until I contacted the Revdex.com, APW neglected to contact me or issue my refundAll I want is my refund to resolve this issue.
Regards,
*** ***
In reference to this complaint automotive performance warranty was called by the finance company and instructed not to send out any money on this claimWe were called directly by American finance in reference to this customer and asked the details of the claimIn which we informed the finance
company that the customer violated paragraph title claim procedure which constituted cancellation of the contractThe customer was informed that the inspector found a cracked hole in the blockThat does not happen unless there is some sort of abuse or improper repair performed on the vehicleAutomotive performance warranty they'd contact our underwriters to see if there was anything that we could do other are paragraph waiver clause to help the customer due to the fact that he is an Outright auto sales customer and that this is an American finance dealWhich they been granted us an $allowance towards the purchase of the engineOur claims department also got increased an additional $After speaking to *** *** and the concerned parties at American finance we are waiting on a decision on which is the next step through the finance company. ***c***
This is being written in response to a complaint # *** that is listedOur contract of which the customer is provided a copy at the time of purchase, clearly states eligibility requirements of any vehicle under warrantyA warranty purchased from Delaware Auto Exchange stipulates that : “Any
claim filed within the first miles of the sale of the vehicle may be considered preexisiting”This claim was made miles after the vehicles purchaseAside from that fact, the contract also states: Undersigned Cooperation Maintain your gauges, odometer, warning lights, and sensors in working order at all timesWhen lights or gauges indicate a problem pull safely off the road Undersigned agrees to maintain vehicle and service it with receiptsIn the event that contract holder does not have proof of having performed all regularly scheduled maintenance, APW reserves the right to cancel the contractOnce the vehicle has been diagnosed, estimated and/or tracked for mileage at one of our authorized repair facilities if the failure or problem is due to a non-covered componentThe undersigned agrees to have vehicle repaired within (10) days of diagnostic then they must foreword copies of repaired receipts to APW or the vehicle shall be considered out of service and APW may in its sole discretion cancel the contractIf work on covered vehicle is done at an unauthorized repair facility, APW will or may require you to take the vehicle to one of our authorized repair facilities for an inspection of the work Note: failure to follow any or all of the above requirements of the undersigned cooperation may, or will result in the cancellation of the contract by APWWhen the diagnostic for the vehicle was performed by Mac’s Auto Service, it was found that “there is no trans fluid showing on dipstick and trans pan is leaking bad” (invoice # 3647)This, secondarily, gave APW the right and ability to cancel the contractAlso, the repair that was requested in the claim was listed as not covered under the warranty (paragraph 2)“This agreement is between Automotive Performance Warranty (from now on called APW) and the undersignedIt provides coverage only to the undersigned for the vehicle, specified term and mileage, and coverage indicated on the front of this contractCoverage under this service contract is subject to all appropriate fees being received by APWBy signing this contract APW and undersigned agree as follows: Paragraph Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals.” We did not opt to cancel the contract and instead notified the customer that their transmission would fall under the Nissan manufacturer warranty that covers transmissions under 120,milesIn order for the transmission to be sent to Nissan, the customer was informed he would have to have the leaks fixed first, or Nissan would not allow it repair under their warrantyThe customer refused to have the leaks repairedIt was at this time that, although we normally only refund contracts if a vehicle is deemed a total loss or if it is repossessed, in hopes of no further complications in being involved with the vehicle, APW opted to refund the purchase price of the warranty to the customerThis was done via WSFS check# 6389797(available at request) five days before this complaint was even openedAPW even waived the $fee that would procedurally be charged in the event of a cancellationWe hope that this information helps to resolve the complaint filed by the customerPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
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- ***, *** 11/23/APW was contacted regarding this claim. The customer had paid $for the radiator. This shop never contacted APW, or received an authorization number from APW11/24/:Claims Department spoke to the customers spouse (Mario) at 10:AM.
The customer never contacted APW to open a claim, and therefore never received an authorization number. The customer had previously taken the vehicle to an unauthorized repair facility (Juniors Auto (violation of paragraph section 2) The customer proceeded to have repairs done to the vehicle without prior authorization (violation of paragraph section and 3)The components repaired on a vehicle are an oxygen sensor, catalytic converter (both non-covered components under paragraph 1) and a radiatorThe customer was directed to M&C Auto Repair (paragraph section D) to have the vehicle inspected to determine the stated repairs have been made to the vehicleClaims department was contacted by M&C Auto Repair. They stated that it appeared that something had been done, but could not verify all of the work. The radiator seemed to be replaced, however there is no way to confirm thisDue to the customer not following claim procedures as per the contract, they violated their contract, which left APW with no choice but to deny their claim, and cancel the contractThe Claims department has contacted the underwriting department in an attempt to have funds released toward this claim, however due to the customer breaching contract, they have not yet come to a decision whether to assist the customer with this claim Once a decision is reached, the customer will be contacted, as per APW Policy
Please read attached letter for our response
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
Problem:Was contacted by the company via text around mid may stating I would receive $for repairs to my carThey decided they would send me $checksI've received of them since MayAnd when I called about them the first time I was told every day I should receive a checkNow it is late August and I'm still waiting for $of my payment and I keep leaving messages with an answering service and no one has called me backTranslate Desired Resolution / OutcomeDesired Resolution:Finish the JobselectDesired Outcome:Pay me my money
Please see attached letter in response to *** ***
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,
Please forgive us in our delay in responseWe received the paper work from the customer, once we had all required documentation we had to mail it to the Under Writing Department based on paragraph of our waiver clauseWe have been in contact with the customer and we assured him that will
reimburse him due to the negligence of the message center's server being down or deemed in operable for several daysThe Under Writing Department received it and are mailing the reimbursement check to the customer
January 24th, 2018 Revdex.com Serving Delaware Reads Way New Castle, De *** *** *** This is being written in response to a complaint # *** that is listedOur contract, of which the customer is provided a copy at the time of purchase, clearly states eligibility requirements of any vehicle under warrantyA warranty purchased from Delaware Auto Exchange stipulates that : “Any claim filed within the first miles of the sale of the vehicle may be considered preexisiting”This claim was made miles after the vehicles purchaseHowever, as APW always tries to do, we went above and beyond the limits of liability we are legally responsible for, and agreed to pay for a year warranted transmission, or a transmission rebuild of his original transmission, omitting the customers $contribution made towards the total cost of repairsThis was being done out of courtesy under Paragraph Paragraph Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the futureIn the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe original courtesy of not cancelling the contract and denying the claim due to preexisting conditions, was only added toAs of right now, due to that repair not properly being performed by the repair facility and at no fault of APW’s, another courtesy Form is submitted to the APW underwriters in order to now have $of the $that was paid for the repair by the customer, reimbursed to him by usWe believe at this time that a resolution to this complaint has been found and is in the process of being implementedPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International
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*** *** *** ** ***
Dear Complaint Department, This letter is in regard to a concern that was issued against APW International by Mr*** *** on 05/08/and was assigned and ID of 1*** Mr*** was informed, in regard to his Nissan Maxima (contract # 191054), that due to prior claims being
opened and those repairs to the vehicle being completed, that he had nearly reached his limits of liability for the contract which originated as a $1500.00, and currently had approximately $left availableHowever, Mr*** was notified that APW would speak with the company’s underwriters to file a Form under Paragraph in the contract to attempt to get an extended allowance authorized, or a blanket endorsement, in order to allow more funds to be disbursed towards his third and final claim, or to have the ABS Control Module, that the vehicle was diagnosed as needing, to be replaced and paid forThe module unit is estimated at a minimum cost of $Paragraph 5: Limits on liability The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contract.Maximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2,Paragraph 7: Waiver If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the future.In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contractThe APW Operations Manager has since, communicated via telephone with Mr*** and has alleviated any issues or concerns that Mr*** had, prior to this concern being publishedMr*** is now appreciative of the efforts being made and it is our opinion that the matter has been handled appropriatelyWe ask that this comment be updated as per your standard proceduresPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
*** *** ** *** NWest StSuite 1400, Brandywine Building, Wilmington, DE
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 belowThe offer was of no type of repair to be completed by them even though I stated my concerns that the fluid change would not remedy the issue at the timeIt fixed it for roughly thousand miles before it returned and I called them and they said it was to late to do anythingIf I would have taken it back with no shudder at they would have also told me nithing was wrongAll I want them to do is fix the issue for which it was originally brought to them for
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
On 11-24-15,I contacted APW (answering service) on *** and left a message for someone to call me back with any updates, I did receive a callback the same day 11-24-and was advised that they would check into the matter and call me back...I did not receive a callbackOn 12-01-, I called APW (answering service) on *** and left a message for someone to call me back,I did receive a callback the same day 12-01-and only then was I advised that the claim had to go through an underwriter for approval and that I should here something within 7-business days....I feel as though I am being lied to and the process is being delayed by APW< therefore I do not accept the the response from APW
Tell us whyCustomer called our company to open a claim on 11/09/The customer stated that the vehicle will not move forward or reverse in gearAPW stated to the customer that we need a documentation of the current mileageThe customer stated the current mileage was 220,This was at 9:AM
APW spoke to customer again at 5:PMCustomer was calling to state that the previous given mileage was wrong and the actual mileage is 222,389. 11/11/15- Claims Department spoke to customer at 11:AMThe customer was granted permission to take the vehicle to H*** *** * *** *** ** * *** ** *** * *** .11/12/- Claims Department spoke to *** at *** *** at 1:PMThe repair facility stated that there is an issue inside the transfer case and that the transfer case sounds like it is trying to grind its self apartThe repair facility stated that they were not be able to provide an accurate estimate until the transfer case is taken apart to determine the extent of the damageThe current mileage of the vehicle given by the repair facility is 222, The Claims Department requested the repair facility to send a rough estimate on the rebuild of the transfer case along with the current mileage of the vehicle document.At this point APW has confirmation from a shop of the customers mileageThis customer purchased a month warranty with APW on 8/21/with 217,miles on the vehicleThe warranty ends on 11/21/or if the vehicle reaches its mileage of 221,This is because this contract is a month warranty or 4,Miles contract which ever comes first. APW sent out a Claim Denial letter due to customer exceeding mileage on 11/13/15.Attached is both the Claim Denial letter and the estimate APW received from the shop. here
10/23/17, Customer was directed to Fred's Auto Service for a diagnostic of an over heating issueThe repair facility provided an estimate for the replacement of the Intake Gasket do to coolant leakage that was approved by the Claims DepartmentThe repair facility began repairs and discovered that
the Intake Gaskets had been recently replaced with an upgraded designThe repair facility at that point was unsure if the leak was coming from the Intake Gasket and believed that it is likely the Head Gasket leakingThe Claims Department had recently approved a claim for the replacement of the Head gaskets at Dover Auto RepairFred's Auto Service was requested to re install the Intake Manifold so that the vehicle can be relocated to Dover Auto Repair to warranty the work.Fred's Auto Service was delayed in installing the Intake ManifoldThe Claims Department requested a Tow Service to pick the vehicle up to transport to Dover Auto Repair do to the delay of Fred's Auto Service installing the Intake Manifold so that the vehicle could be driven to Dover Auto RepairThe customer was spoken to by the Claims Department in regards to the repair of the vehicle and the delay caused by the repair facilityThe customer was informed that do to the delay and inconvenience, a courtesy under Paragraph would be offed to provide the customer with a rental reimbursement under the contract of the maximum payout of $This is done as a courtesy under Paragraph do to covered repair not exceeding the hour flat rate repair time as stated on the contractThe Claims Department will also provide a courtesy under Paragraph to waive the customer's deductible for the repairOnly claims have been opened for this customer with the Claims Department directing the customer to a repair facility only on the second claimAll other repairs have been handled threw the selling dealer
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.I attached a copy of my call logs just the past few days to the company including the call times, and duration of the calls from my cell phone. In time I can request my logs from my home phone, but giving the minutes response time I have to submit what I can for now To dispute his claims that I have made no calls to his business. As of today I still have not received a call back. My vehicle is still not fixed
Regards,
*** ***
Please see attached response Feel free to contact us with any questions
APW was initially contacted by Mr*** on 1/13/to make a claim. The contract was originally provided to him on august 20th by the selling dealer Payless auto sales in Millsboro DE. He informed APW that he could not afford to pay the diagnostics fees at that time, so he
decided to wait until 1/26/to go to a shop for diagnostics. He then went for diagnostics at Tony Hudsons garage. APW has agreed to pay for everything that is covered under the contract. This includes the radiator and water pump as well as thermostat. There were never any claims or implications made by APW regarding this warranty being bumper to bumper The customer was misinformed by the selling dealer. Also, customer must read and understand all terms and conditions of the contract at the time of delivery of the vehicle. They were misguided, and did not understand what was on the contract. APW even supplied the parts for the mechanic to fix the vehicle, and they were sent to the repair facility that APW referred them to. APW works diligently with the clients in an effort to fulfill all obligations as per our contractsThe dealership where the client purchased the vehicle and warranty is currently under new management or closed at this time. The previous management may or may not have misguided the client, however the obligations of APW are clearly written into the contract. There are items not covered by the comprehensive warranty offered by APW, and it is the obligation of the client to cover those costs. APW informs the clients that they are not required or mandated to fix the uncovered components at that time or with our authorized repair facilities. That is clearly stated under our terms and conditions of paragraph section C. Titled Undersigned cooperationOn 1/13/a representative from the claims department first explained the terms and conditions of the contract to the client’s caregiver (***). She stated that she understood at that current time. On 2/8/the clients caregiver called again, and was once again explained what is covered under the warranty. She was directed to read the contracts terms and conditions including those on the reverse side. It was explained that anything that is not eligible for coverage is listed under examples of paragraph 2, which states that “there are items and services which are but not limited to…” which gives a detailed breakdown of non-covered components. There were several items on the back of her contract that are or should be replaced at this timeOn 2/25/the client spoke with a representative from APW who explained exactly what the total bill came to, and which components would be paid by APW as well as the fact that the components that are not covered and are the client’s responsibility. He expressed that he understood, and was satisfied with that arrangement. The shop was also contacted and a representative from APW thoroughly went over what is and is not covered by the warranty in an effort to avoid any misunderstandingOn 2/29/Laurie called again. She was informed that the mechanic had possession of the parts that were covered components, and had been authorized to do the necessary repairs for covered components. She became belligerent about the fact that she had a balance of $for non-covered components. She stated that APW should cover all parts of the vehicle including, but not limited to hoses, intake air tubes, and all labor costs. She stated that he should not be responsible for anything more than $140, which would be the diagnostics and towing fees, however he should also be reimbursed for the towing feesNeither Mr***, nor his employee, Laurie have sent APW any statements or receipts regarding towing. If they were to submit this information, APW would reimburse them up to $for the tow as per the contractThe clients caregiver was angry that APW will be covering $for labor, as well as the parts which totaled nearly $360, and not the total bill, disregarding the fact that $was the total for APW’s payout. She also complained as to the length of time it has taken to repair the vehicle. It was explained to her that APW has been ready to cover everything stated in the contract. The delay is due to the clients caregiver continuing to refuse to pay his share of the costs as per the contract that was provided by APWThe water pump, radiator, and thermostat were all covered by APW, as well as payment for the labor on all covered components. Tony Hudson agreed to reduce the price of the water pump to $instead of the $on the original estimate
10/18/7.Customer called the Claims Department to open a claim for the vehicles Transmission slippingOn 10/19/Customer was directed to ***’s Auto Service for a diagnosticCustomer made an appointment with the repair facility and an estimate was receivedCurrent mileage on the estimate showed
that the vehicle is only miles into the contract term falling under the mile preexisting clause of the contractThe estimate from the repair facility showed that the vehicle has a leaking Transmission Pump Seal and a leaking Transmission fluid Pan Gasket and that the Transmission Fluid was quarts lowThe repair facility requested to add Transmission Fluid to the proper level to see if the low Fluid level is the cause of the Transmission slippingFluids are a non-covered item under Paragraph The customer was contacted and informed of the issue with the vehicle and that the claim falls under the mile preexisting clause do to the vehicles mileage and that Fluids, Transmission Pan Gasket and Transmission Pump Seal are not covered under Paragraph & of the contractThe customer was requested to approve the Fluid to see if it is the issue with the Transmission slippingThe customer was requested to send the paid bill to the Claims Department and a form would be sent to the Underwriters in an attempt to reimburse the customer for the cost of transmission FluidThe vehicle still had an issue with the Transmission slipping after the Fluid was addedThe customer was informed that the vehicle still has an issue with the Transmission slipping and that the vehicle can be directed to a Transmission repair facilityThe customer was informed that there will be a delay in getting the vehicle into the Transmission repair facility do to the repair facility being booked up with other jobsThe customer was informed that a Form that the Claims Department can summit to the Underwriters to help the customer with the needed repair of the vehicleThe customer was given the option of a used Transmission being provided by the Claims Department with the customer responsible for the cost of labor, fluids, Gaskets and Seals or the customer could pay $to cover deductable, Fluids, Filter, Gasket, Seals and re programming to have the customers Transmission rebuilt with a year unlimited mileage warranty from the Transmission repair facilityThe customer agreed to the option of have the Transmission rebuilt with the customer paying $of the repair and the Claims Department paying the rest of the repair as a courtesy under Paragraph The customer was informed that the vehicle will be directed to the Transmission repair facility when there is availabilityClaims Department call logs show that the customer has not been calling with any call back as stated by the customerThe Claims Department does not drop valid claims if the contract term expiresIf a claim is opened within the active term of the contract, the claim is not closed until the covered repair is complete
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
When contacting APW, the representative that took on my claim said there would be no probably with submitting the estimate from pep boys, so therefore I went ahead submitted the request he acknowledged that there would be no problem with an estimate from that facility.....I don’t understand why they would tell me it would be alright if it would later then result in cancelation, after reviewing the situation it seems to me that APW acknowledged my estimate knowingly that they would not have to make a repair and be able to cancel my contract
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.The information provided by APW is not fully accurate in regards to the details of my asking for a refundI agree with the statements leading up to my request for refund on FebI waited over a month without any info from them so I called on Feb to get answersWhat I disagree with is how they claim they informed me that my policy would be terminated IAW Paragraph I also disagree with the fact that they accuse me of giving them mileage in an attempt to get my claim approvedThat's b.sWhen I spoke to the rep (I believe she said her name was ***) on the phone about my refund, she explained that I would lose $because of processing feeI said that was fine because I wanted my refund to get the vehicle repaired since it was unable to drive due to the transmissionShe asked the current mileage at the time and I gave it to herShe also asked me if it was possible to get the vehicle repaired, would I want that or the refund? I stated yes because I wanted my vehicle fixedThat led me to believe that having the vehicle repaired was an option when in reality it was a stall tacticI waited another few weeks and called for the status of my refund and was told that the request was still being reviewedI never received any notification that my contract was cancelledFrom Mar until I contacted the Revdex.com, APW neglected to contact me or issue my refundAll I want is my refund to resolve this issue.
Regards,
*** ***
In reference to this complaint automotive performance warranty was called by the finance company and instructed not to send out any money on this claimWe were called directly by American finance in reference to this customer and asked the details of the claimIn which we informed the finance
company that the customer violated paragraph title claim procedure which constituted cancellation of the contractThe customer was informed that the inspector found a cracked hole in the blockThat does not happen unless there is some sort of abuse or improper repair performed on the vehicleAutomotive performance warranty they'd contact our underwriters to see if there was anything that we could do other are paragraph waiver clause to help the customer due to the fact that he is an Outright auto sales customer and that this is an American finance dealWhich they been granted us an $allowance towards the purchase of the engineOur claims department also got increased an additional $After speaking to *** *** and the concerned parties at American finance we are waiting on a decision on which is the next step through the finance company. ***c***