Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing.
I am rejecting this response because: the warranty company does not even try to resolve the complaint but just basically says no because they the contract does not name the oil cooler directly nor does the warranty company consider the oil cooler on the diesel engine to be a critical component. The warranty company looked over the list of components but chose not to cover anything due to:1) No part they say was covered, Turbo is covered on warranty but they would not pay for the work.2) Head gaskets are not a covered component so they do not have to pay for any work to being done even if the gaskets caused the failure.3) Warranty company claims I altered truck so they do not have to do anything at all. I altered a non essential part to the truck under the advice of an exhaust company which now I found out voided the warranty. I agree that the head gaskets would not be covered due to the warranty not covering gaskets/ seals on cars after 100,000 (I bought my truck at 101,000), but the warranty company would not even offer half of the money to fix the any part of the truck because gaskets are not covered so then they do not allow any money to cover any expense out of the customers pocket to get the vehicle back on the road. The head gaskets are being replaced because they are one of the parts that failed and the shop also has to replace the oil cooler, rebuild the turbo (which is covered under my warranty), and other vital parts to the top of the engine.The National Auto care warranty company does not care about the customers buying their extended warranties nor do they care about their reputation. This is an evident statement once you start trying to get your vehicle fixed. If they can find a loop hole to get out of paying, they will do it. This is the second time I have had to use this warranty and both times I have had to fight to get my truck fixed (First time was a covered part and Ford dealership say other covered parts needed to also be replaced but warranty company would not go with Ford's advice which I had to pay out of my pocket). It is just this time that I lost due to me altering the exhaust on the truck which gave National Auto Care the loop hole that needed to say no even if there was a covered part. I talked directly with someone from the warranty company who just keep repeating the same scripted answer to what ever I asked. If you want the warranty person's phone number it is 614-438-7400 but it looks like a generic company phone number. I do not expect National Auto Care to offer any help nor do I expect the to try to fix their customer relations.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12042293
I am rejecting this response because:
Regards,
[redacted]
I received a phone call to phone number ###-###-#### at approximately 12:15 CST from Christy, a supervisor at National Auto Care. We agreed on a settlement of $238.00 which will be sent to me via a check in the mail. She stated that it would be sent out tomorrow after she forwarded the refund to the accounting department. This agreement to complaint ID 11853837 is satisfactory to me. Regards, [redacted]
Mr. [redacted] has been contacted by National Auto Care and told that his service records are complete and his vehicle will be repaired.
Thank you for your time in this matter.
Sincerely,
National Auto Care
Thank you for forwarding [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact [redacted] directly to address their concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
National Auto Care
Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
National Auto Care
Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe R[redacted]
Director of...
I am rejecting this response because: NAC did not hold up to their end of the contract. The contract stated all mechanical and electrical components installed by the manufacturer. I the covered driver was supposed to pay a $100.00 deductible for a covered repair. I ended up paying and additional $824.12. The PCM went bad and filled the engine with gasoline to the point that the dealer had to remove the intake to get 2 quarts of fuel out, drain the engine oil that exceeded 3 gallons, and remove spark plugs to remove gasoline from #2 and #7 cylinders that were hydro-locked. Below is a break down of all costs:Intake seals 12@$13.23PCV Seal 2@$5.78Spark Plugs 16@$5.30Air Filter 1@$42.24Oil 6@$3.8Oil Filter 1@$8.00PCM 1@$592.25Starter 1@$133.00PCM Labor and Programming 1@$275.00Oil Change Labor 1@$12.00Engine Labor 1@$441.51NAC paid for the PCM and the starter, but the covered vehicle would still not be running due to their lack of response to do what is right. The dealership I bought the covered vehicle from touted this company as the best in the industry and I could trust them when needed. Not seeing the same company that the dealer was. The repairs are paid in full, I need my vehicle for work. I feel NAC should honor their contract as stated.
Regards,
[redacted]
Thank you for forwarding Ms. Bretzinger's comments to us. We appreciate the opportunity to review the matter and will contact Ms. Bretzinger directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing.
Nothing has been resolved, I do not accept an email saying they appreciate the opportunity to review the matter with me directly to address my concerns, no one has contacted me from their company and I will not accept a general email response that the issue is taken care of in an attempt for me to go away without the issue being resolved.
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For Privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe R[redacted]
Director of...
National Auto Care, Corp. received the above-referenced complaint and appreciates the opportunity to respond. Please know that we have every desire to address the customer’s concerns and provide the best solution available to resolve them in a timely manner.
[redacted] and [redacted]...
purchased GAP Waiver on June 19, 2013. Please note the waiver; signed copy enclosed, states, in part;
• This GAP Waiver amends the Financing Contract and is between the Customer/Borrower (you or your) and the Dealer (we, us, or our). Although not required to do so, you elect to purchase this GAP Waiver for an additional charge which is shown above. You understand this GAP Waiver is not an insurance product and you may obtain similar protection from an alternate source. GAP does not take the place of insurance on the Collateral, nor does this GAP Waiver fulfill any requirements of any financial responsibility laws. You agree to maintain automobile physical damage and collision coverage through your Primary Carrier for the full term of this GAP Waiver as required by the terms of the Financing Contract. COVERAGE OF THIS GAP WAIVER IS AVAILABLE ONLY AT THE TIME THE FINANCING CONTRACT IS ORIGINALLY EXECUTED
• A Payable Loss under this GAP Waiver may decrease over the term of your Financing Contract. You may wish to consult an alternative source to determine whether similar coverage may be obtained and at what cost. You should carefully read the front and back of this GAP Waiver for additional information on ELIGIBILITY, EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS that may prevent you from receiving benefits under this GAP Waiver. This GAP Waiver may not cancel or waive the entire outstanding balance of the Financing Contract at the time of loss
• In the event of a Constructive Total Loss to the Collateral, we agree to waive our rights against you for the amount due under a Payable Loss. In addition to the provisions of a Payable Loss, you will remain responsible for payment of any items stated under EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE
LIMITATIONS. You are responsible to the Financial Institution/Assigned Lender named above under the terms of the described Financing Contract for the amount resulting from a Constructive Total Loss of the Collateral caused by the theft of or physical damage to the Collateral
• You are responsible for making at least the minimum payment owed under the terms of the Financing Contract for each payment due date scheduled after the Date of Loss until the request for Payable Loss has been fully processed
Account research regarding this matter shows the following history:
• August 14, 2014, customer contacted our Benefit Loss Department to report a total loss and file a GAP Waiver Benefit Request. On this same date, we sent via mail the benefit request letters to the customer requesting supporting documentation to process the benefit request
• September 5, 2014, we received copy of the GAP Waiver, Financing Contract, Proof of Warranty Refund and Vehicle Valuation Report
• September 12, 2014, we sent via mail the 1st follow up letter to the customer notifying of a pending documentation (Primary Insurance Settlement Check)
• September 19, 2014, we received copy of the Primary Insurance Settlement Check
• September 30, 2014, we processed benefit request and sent via mail to the customer the no GAP letter and benefit request worksheet that provides the payable loss calculation
• October 1, 2014, selling dealership contacted our Benefit Loss Department to get an update. We advised of the no GAP benefit and provided a verbal breakdown of the payable loss calculation
• November 4, 2014, selling dealership agent contacted our Benefit Loss Department to get an update. We advised of the no GAP benefit and sent via e-mail a copy of the benefit request worksheet that provides the payable loss calculation
After further research, National Auto Care, Corp. learned that the customer’s Primary Carrier deducted from the base vehicle value a condition adjustment in the amount of $1,555.00. According to the inspection notes in the vehicle valuation report from the Primary Carrier, this adjustment was due to the interior condition of the vehicle prior to the loss; burns mark driver seat, headliner tear, headliner soiling stained significantly, stained seats front and rear. In accordance with the GAP Waiver definitions;Net Payoff means the amount of the Financial Institution/Assigned Lender’s interest as of the Date of Loss, as represented by the portion of your unpaid balance according to the original payment schedule of the Financing Contract that is secured by Collateral, subject to the EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS. The amount does not include any unearned finance charges or loan/financing charges, Delinquent Payments, Deferred Payments, late charges, uncollected service finance charges, refundable prepaid taxes and fees, disposition fees, termination fees, penalty fees, the recoverable portion of finance service charges, or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to, credit life, credit accident and health, and vehicle service agreements/contracts/warranties) that are owed by you on the Date of Loss, and amounts that are added to the Financing Contract balance after the inception date of the Financing Contract.
Further, under Exclusions section, the waiver states in part:
This GAP Waiver does not provide coverage for a Constructive Total Loss:
J. for any amounts deducted from the Primary Carrier settlement due to wear and tear, prior damage, unpaid insurance premiums, towing and storage, and other condition adjustments.
After careful consideration based upon the facts referenced above, National Auto Care, Corp. has determined that the above-referenced GAP Waiver Benefit Request was processed accurately in accordance with the EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS under the GAP Waiver, and, therefore, have no further liability on this benefit request.
If you have any questions, please feel free to contact me directly at [redacted], or email me at [redacted]
Sincerely,
Director of Claims
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing....
Thank you for forwarding Ms. [redacted]'s comments to me. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For pri**cy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe...
Below are the facts as National Auto Care has them: Warranty terms: MAINTENANCE REQUIREMENTS: You must perform the maintenance on your vehicle as outlined in your owner’s manual with a Licensed Dealer or Repair Facility. Proof of maintenance must be supplied by vehicle purchaser at the time of claim. Per Mini Cooper- the manufacturer - Oil Changes are due every 15,000 miles.Per the Service Records provided to NAC by Mr. [redacted], the last Oil Change was done 22,612 miles ago at 37,928 miles. The mileage on the vehicle at this time is 60,540. Thank you for your time in this matter. Joe R[redacted]Director of ClaimsNational Auto Care
On 12/17/2015, Mr. [redacted] submitted a repair order showing the Front Differential on his vehicle had metal in fluid. At that time, Mr. [redacted] was instructed by a NAC Customer Service Rep to take his vehicle back to the repair facility and have them call us to proceed with the Front Differential repair. As of 1/4/2016, NAC has not been contacted by Mr. [redacted]'s repair facility to proceed with his repair.
Joe R[redacted]
Director of Claims
National Auto Care
I am rejecting this response because: I have attached my contract with National Auto Care. I do not believe that National Auto Care has any intention on reaching out to me in regards to this issue, because they have denied the claim to two different auto repair shops and on the second one they stated that there was already a claim in the system and it was already denied without even sending another inspector out to look at the issue. I do not believe they have any intention of fixing nor solving the issue. The car was originally taken to Lexus for the issue and to fully understand what is going on, per request from Kevin G[redacted] at National Auto Care that also sent me over my contract, because he said that it sounded like it was a factory item that would need to be examined by the dealership since I have a Lexus. I have an all in one navigation unit and that screen went one, which made all of the buttons surrounding the unit inoperable and those buttons control my heating and AC. When Lexus called and said that the whole unit needed to be replaced, because it is an all in one unit and if one item does not work then none of the items work. National Auto Care said they did not cover the navigation unit. When I called and spoke with the representative I told him that I did not care to have the navigation working all I wanted fixed was the AC and heat to work properly as that is included in my contract. They refused my claim twice. I was instructed from the dealership that I purchased the car from ** Cars to bring it into their shop to have them look at the issue and see if they could get the AC and heating working properly. They said the same thing that it is an all in one unit and they can not fix the AC or heat. They called National Auto Care and they said that a claim was already put in and it was denied so there was nothing to be done. If they denied the claim twice already and refused to send another inspector out to look at the issue or resolve it then I do not believe they are going to contact me directly to resolve the issue now.
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For Privacy reasons, we are unable to post our response here for public viewing. Thank you, Joe...
Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe...
R[redacted]
Director of Claims
National Auto Care
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing.
I am rejecting this response because: the warranty company does not even try to resolve the complaint but just basically says no because they the contract does not name the oil cooler directly nor does the warranty company consider the oil cooler on the diesel engine to be a critical component. The warranty company looked over the list of components but chose not to cover anything due to:1) No part they say was covered, Turbo is covered on warranty but they would not pay for the work.2) Head gaskets are not a covered component so they do not have to pay for any work to being done even if the gaskets caused the failure.3) Warranty company claims I altered truck so they do not have to do anything at all. I altered a non essential part to the truck under the advice of an exhaust company which now I found out voided the warranty. I agree that the head gaskets would not be covered due to the warranty not covering gaskets/ seals on cars after 100,000 (I bought my truck at 101,000), but the warranty company would not even offer half of the money to fix the any part of the truck because gaskets are not covered so then they do not allow any money to cover any expense out of the customers pocket to get the vehicle back on the road. The head gaskets are being replaced because they are one of the parts that failed and the shop also has to replace the oil cooler, rebuild the turbo (which is covered under my warranty), and other vital parts to the top of the engine.The National Auto care warranty company does not care about the customers buying their extended warranties nor do they care about their reputation. This is an evident statement once you start trying to get your vehicle fixed. If they can find a loop hole to get out of paying, they will do it. This is the second time I have had to use this warranty and both times I have had to fight to get my truck fixed (First time was a covered part and Ford dealership say other covered parts needed to also be replaced but warranty company would not go with Ford's advice which I had to pay out of my pocket). It is just this time that I lost due to me altering the exhaust on the truck which gave National Auto Care the loop hole that needed to say no even if there was a covered part. I talked directly with someone from the warranty company who just keep repeating the same scripted answer to what ever I asked. If you want the warranty person's phone number it is 614-438-7400 but it looks like a generic company phone number. I do not expect National Auto Care to offer any help nor do I expect the to try to fix their customer relations.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12042293
I am rejecting this response because:
Regards,
[redacted]
I received a phone call to phone number ###-###-#### at approximately 12:15 CST from Christy, a supervisor at National Auto Care. We agreed on a settlement of $238.00 which will be sent to me via a check in the mail. She stated that it would be sent out tomorrow after she forwarded the refund to the accounting department. This agreement to complaint ID 11853837 is satisfactory to me. Regards, [redacted]
Mr. [redacted] has been contacted by National Auto Care and told that his service records are complete and his vehicle will be repaired.
Thank you for your time in this matter.
Sincerely,
National Auto Care
Thank you for forwarding [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact [redacted] directly to address their concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
National Auto Care
Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
National Auto Care
Thank you for forwarding Mr. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Mr. [redacted] directly to address his concerns. For privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe R[redacted]
Director of...
Claims
National Auto Care
I am rejecting this response because: NAC did not hold up to their end of the contract. The contract stated all mechanical and electrical components installed by the manufacturer. I the covered driver was supposed to pay a $100.00 deductible for a covered repair. I ended up paying and additional $824.12. The PCM went bad and filled the engine with gasoline to the point that the dealer had to remove the intake to get 2 quarts of fuel out, drain the engine oil that exceeded 3 gallons, and remove spark plugs to remove gasoline from #2 and #7 cylinders that were hydro-locked. Below is a break down of all costs:Intake seals 12@$13.23PCV Seal 2@$5.78Spark Plugs 16@$5.30Air Filter 1@$42.24Oil 6@$3.8Oil Filter 1@$8.00PCM 1@$592.25Starter 1@$133.00PCM Labor and Programming 1@$275.00Oil Change Labor 1@$12.00Engine Labor 1@$441.51NAC paid for the PCM and the starter, but the covered vehicle would still not be running due to their lack of response to do what is right. The dealership I bought the covered vehicle from touted this company as the best in the industry and I could trust them when needed. Not seeing the same company that the dealer was. The repairs are paid in full, I need my vehicle for work. I feel NAC should honor their contract as stated.
Regards,
[redacted]
Thank you for forwarding Ms. Bretzinger's comments to us. We appreciate the opportunity to review the matter and will contact Ms. Bretzinger directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing.
I am rejecting this response because:...
Nothing has been resolved, I do not accept an email saying they appreciate the opportunity to review the matter with me directly to address my concerns, no one has contacted me from their company and I will not accept a general email response that the issue is taken care of in an attempt for me to go away without the issue being resolved.
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For Privacy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe R[redacted]
Director of...
Claims
National Auto Care
National Auto Care, Corp. received the above-referenced complaint and appreciates the opportunity to respond. Please know that we have every desire to address the customer’s concerns and provide the best solution available to resolve them in a timely manner.
[redacted] and [redacted]...
purchased GAP Waiver on June 19, 2013. Please note the waiver; signed copy enclosed, states, in part;
• This GAP Waiver amends the Financing Contract and is between the Customer/Borrower (you or your) and the Dealer (we, us, or our). Although not required to do so, you elect to purchase this GAP Waiver for an additional charge which is shown above. You understand this GAP Waiver is not an insurance product and you may obtain similar protection from an alternate source. GAP does not take the place of insurance on the Collateral, nor does this GAP Waiver fulfill any requirements of any financial responsibility laws. You agree to maintain automobile physical damage and collision coverage through your Primary Carrier for the full term of this GAP Waiver as required by the terms of the Financing Contract. COVERAGE OF THIS GAP WAIVER IS AVAILABLE ONLY AT THE TIME THE FINANCING CONTRACT IS ORIGINALLY EXECUTED
• A Payable Loss under this GAP Waiver may decrease over the term of your Financing Contract. You may wish to consult an alternative source to determine whether similar coverage may be obtained and at what cost. You should carefully read the front and back of this GAP Waiver for additional information on ELIGIBILITY, EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS that may prevent you from receiving benefits under this GAP Waiver. This GAP Waiver may not cancel or waive the entire outstanding balance of the Financing Contract at the time of loss
• In the event of a Constructive Total Loss to the Collateral, we agree to waive our rights against you for the amount due under a Payable Loss. In addition to the provisions of a Payable Loss, you will remain responsible for payment of any items stated under EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE
LIMITATIONS. You are responsible to the Financial Institution/Assigned Lender named above under the terms of the described Financing Contract for the amount resulting from a Constructive Total Loss of the Collateral caused by the theft of or physical damage to the Collateral
• You are responsible for making at least the minimum payment owed under the terms of the Financing Contract for each payment due date scheduled after the Date of Loss until the request for Payable Loss has been fully processed
Account research regarding this matter shows the following history:
• August 14, 2014, customer contacted our Benefit Loss Department to report a total loss and file a GAP Waiver Benefit Request. On this same date, we sent via mail the benefit request letters to the customer requesting supporting documentation to process the benefit request
• September 5, 2014, we received copy of the GAP Waiver, Financing Contract, Proof of Warranty Refund and Vehicle Valuation Report
• September 12, 2014, we sent via mail the 1st follow up letter to the customer notifying of a pending documentation (Primary Insurance Settlement Check)
• September 19, 2014, we received copy of the Primary Insurance Settlement Check
• September 30, 2014, we processed benefit request and sent via mail to the customer the no GAP letter and benefit request worksheet that provides the payable loss calculation
• October 1, 2014, selling dealership contacted our Benefit Loss Department to get an update. We advised of the no GAP benefit and provided a verbal breakdown of the payable loss calculation
• November 4, 2014, selling dealership agent contacted our Benefit Loss Department to get an update. We advised of the no GAP benefit and sent via e-mail a copy of the benefit request worksheet that provides the payable loss calculation
After further research, National Auto Care, Corp. learned that the customer’s Primary Carrier deducted from the base vehicle value a condition adjustment in the amount of $1,555.00. According to the inspection notes in the vehicle valuation report from the Primary Carrier, this adjustment was due to the interior condition of the vehicle prior to the loss; burns mark driver seat, headliner tear, headliner soiling stained significantly, stained seats front and rear. In accordance with the GAP Waiver definitions;Net Payoff means the amount of the Financial Institution/Assigned Lender’s interest as of the Date of Loss, as represented by the portion of your unpaid balance according to the original payment schedule of the Financing Contract that is secured by Collateral, subject to the EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS. The amount does not include any unearned finance charges or loan/financing charges, Delinquent Payments, Deferred Payments, late charges, uncollected service finance charges, refundable prepaid taxes and fees, disposition fees, termination fees, penalty fees, the recoverable portion of finance service charges, or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to, credit life, credit accident and health, and vehicle service agreements/contracts/warranties) that are owed by you on the Date of Loss, and amounts that are added to the Financing Contract balance after the inception date of the Financing Contract.
Further, under Exclusions section, the waiver states in part:
This GAP Waiver does not provide coverage for a Constructive Total Loss:
J. for any amounts deducted from the Primary Carrier settlement due to wear and tear, prior damage, unpaid insurance premiums, towing and storage, and other condition adjustments.
After careful consideration based upon the facts referenced above, National Auto Care, Corp. has determined that the above-referenced GAP Waiver Benefit Request was processed accurately in accordance with the EXCLUSIONS, CONDITIONS, and MAXIMUM COVERAGE LIMITATIONS under the GAP Waiver, and, therefore, have no further liability on this benefit request.
If you have any questions, please feel free to contact me directly at [redacted], or email me at [redacted]
Sincerely,
Director of Claims
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For privacy reasons, we are unable to post our response here for public viewing....
Thank you,
Joe R[redacted]
Director of Claims
National Auto Care
Thank you for forwarding Ms. [redacted]'s comments to me. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For pri**cy reasons, we are unable to post our response here for public viewing.
Thank you,
Joe...
R[redacted]
Director of Claims
National Auto Care
Below are the facts as National Auto Care has them: Warranty terms: MAINTENANCE REQUIREMENTS: You must perform the maintenance on your vehicle as outlined in your owner’s manual with a Licensed Dealer or Repair Facility. Proof of maintenance must be supplied by vehicle purchaser at the time of claim. Per Mini Cooper- the manufacturer - Oil Changes are due every 15,000 miles.Per the Service Records provided to NAC by Mr. [redacted], the last Oil Change was done 22,612 miles ago at 37,928 miles. The mileage on the vehicle at this time is 60,540. Thank you for your time in this matter. Joe R[redacted]Director of ClaimsNational Auto Care
On 12/17/2015, Mr. [redacted] submitted a repair order showing the Front Differential on his vehicle had metal in fluid. At that time, Mr. [redacted] was instructed by a NAC Customer Service Rep to take his vehicle back to the repair facility and have them call us to proceed with the Front Differential repair. As of 1/4/2016, NAC has not been contacted by Mr. [redacted]'s repair facility to proceed with his repair.
Joe R[redacted]
Director of Claims
National Auto Care
I am rejecting this response because: I have attached my contract with National Auto Care. I do not believe that National Auto Care has any intention on reaching out to me in regards to this issue, because they have denied the claim to two different auto repair shops and on the second one they stated that there was already a claim in the system and it was already denied without even sending another inspector out to look at the issue. I do not believe they have any intention of fixing nor solving the issue. The car was originally taken to Lexus for the issue and to fully understand what is going on, per request from Kevin G[redacted] at National Auto Care that also sent me over my contract, because he said that it sounded like it was a factory item that would need to be examined by the dealership since I have a Lexus. I have an all in one navigation unit and that screen went one, which made all of the buttons surrounding the unit inoperable and those buttons control my heating and AC. When Lexus called and said that the whole unit needed to be replaced, because it is an all in one unit and if one item does not work then none of the items work. National Auto Care said they did not cover the navigation unit. When I called and spoke with the representative I told him that I did not care to have the navigation working all I wanted fixed was the AC and heat to work properly as that is included in my contract. They refused my claim twice. I was instructed from the dealership that I purchased the car from ** Cars to bring it into their shop to have them look at the issue and see if they could get the AC and heating working properly. They said the same thing that it is an all in one unit and they can not fix the AC or heat. They called National Auto Care and they said that a claim was already put in and it was denied so there was nothing to be done. If they denied the claim twice already and refused to send another inspector out to look at the issue or resolve it then I do not believe they are going to contact me directly to resolve the issue now.
Thank you for forwarding Ms. [redacted]'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. [redacted] directly to address her concerns. For Privacy reasons, we are unable to post our response here for public viewing. Thank you, Joe...
R[redacted]Director of ClaimsNational Auto Care