Karma Automotive LLC

This is in reference to Complaint ID [redacted] Our reply follows: The Customer Statement of November says that he took a vehicle to a local service provider who advised him that maintenance was not covered as part of our Customer Support Program We have spoken to the two Certified Service Providers in the area where the customer resides and no such request has been made We have advised the customer that should we receive paid invoices for covered maintenance items we will reimburse within the limits of the Customer Support Program Karma Automotive was created in March of as the result of a bankruptcy auction In that auction, the assets of the bankrupt [redacted] ***were purchased by [redacted] free and clear of the liabilities of [redacted] *** As a part of the final settlement of the bankruptcy, the court authorized Karma Automotive (then known as [redacted] ***—the name was changed to Karma Automotive LLC on September of this year) to undertake a Customer Support Program which would honor warranty claims made by owners of vehicles made by [redacted] ***up to certain specified caps per vehicle The customer’s statement that Karma has taken the position that “the labor charge must be attached to parts” is in error If an owner has a warranty claim, the vehicle needs to be brought to a Certified Service Provider who assesses the claim and consults with us to determine availability of funds for that particular vehicle If the claim is valid and there are funds available we pay for parts and labor up to the specified caps The customer has been a beneficiary of this program as have many other owners of [redacted] made Karma vehicles If the customer wishes to purchase a part with his own funds he is free to do so and there is no requirement that the purchase be accompanied by a labor charge We will continue to honor valid claims under the Customer Support Program until it expires on January 31, 2016, including claims for maintenance Please let us know if you have any further questions Karma Automotive Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In an email dated June (please see attached screenshot) *** *** became a CSP provider and was able to procure parts like any other CSP providerThe language under the Customer Support Manual states the following:The Limited Warranty Program will be available to all owners of the *** *** in North America and Europe who were eligible to receive warranty coverage under a New Vehicle Limited Warranty as of the Petition DateAny Participating Dealers who were owners of *** *** vehicles and who were eligible to receive warranty coverage under a New Vehicle Limited Warranty on the Petition Date will be eligible to participate in the Limited Warranty Program as the owners of such vehicles.Furthermore the following is stated:In addition, under the Customer Loyalty Program, any original owner (i.e., an owner who purchased a new vehicle from a dealer or distributor) of a *** *** that is not holding a filed warranty claim in the Old *** bankruptcy proceeding shall also be entitled to receive, in addition to the warranty coverage such owner would otherwise be entitled to receive under the Limited Warranty Program, (i) an amount not to exceed (a) $2,per vehicle of replacement parts to be provided by New *** free of chargeClearly the manual separates parts from the labor and should be accounted for in this manner. I look forward to being able to procure the parts necessary to get my *** Karma back on the road pursuant to the Customer Service Program ManualRegards,*** ***

I am seeking an official communication from the company to consumers that explicitly states what is included under the terms of the Bankruptcy.  This program has been administered in a  manner where some customers get a different set of services than others- even thought they are part of...

the same pool of stakeholders in the program.Furthermore, Karma Automotive is requiring that a labor charge is required for any services procured under the CSP program.  The resolution I am seeking is the ability to procure parts without having to incur a labor fee.

This is in reference to Complaint ID [redacted]
 Our reply follows:
The Customer Statement of November 18 says that he took a vehicle to a local service provider who advised him that maintenance was not covered as part of our Customer Support Program.  We have spoken to the two Certified Service Providers in the area where the customer resides and no such request has been made.  We have advised the customer that should we receive paid invoices for covered maintenance items we will reimburse within the limits of the Customer Support Program.
Karma Automotive was created in March of 2014 as the result of a bankruptcy auction.  In that auction, the assets of the bankrupt [redacted]. were purchased by [redacted] free and clear of the liabilities of[redacted].  As a part of the final settlement of the bankruptcy, the court authorized Karma Automotive (then known as [redacted]—the name was changed to Karma Automotive LLC on September 30 of this year) to undertake a Customer Support Program which would honor warranty claims made by owners of vehicles made by [redacted]. up to certain specified caps per vehicle. 
The customer’s statement that Karma has taken the position that  “the labor charge must be attached to parts” is in error.  If an owner has a warranty claim, the vehicle needs to be brought to a Certified Service Provider who assesses the claim and consults with us to determine availability of funds for that particular vehicle.  If the claim is valid and there are funds available we pay for parts and labor up to the specified caps.  The customer has been a beneficiary of this program as have many other owners of [redacted] made Karma vehicles.  If the customer wishes to purchase a part with his own funds he is free to do so and there is no requirement that the purchase be accompanied by a labor charge.
We will continue to honor valid claims under the Customer Support Program until it expires on January 31, 2016, including claims for maintenance.
Please let us know if you have any further questions.
Karma Automotive Customer Service