Panda Express Restaurant

Dear *** *** This letter is in response to the consumer’s complaint dated April 29, regarding the above matterThe AutoSource contract contains a clause which states “I acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated
herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Pages and of this ESC.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by *** *** The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. I call your attention to the reverse side of the contract where the Platinum Component Coverage is outlined. Each category ends with the statement “Coverage limited to above named components.” On April 28, 2017, M&P Performance opened a claim on *** ***’ behalf. The component that was in need of repair/replacement was the cooling fan assembly due to the fact a fan blade was broken The cooling fan blade is not a named covered component in the consumer’s contractM&P Performance needs to replace the complete cooling fan assembly which will include the blade and motor however; the cooling fan motor has not failedIn the “Coverage Exclusions” section of the AutoSource contract it states: “This Service Contract does not provide coverage for: Any repair or replacement of a Covered Part unless an actual Mechanical Breakdown has occurred. Accordingly, *** *** claim was declinedA cancellation can only be processed for a pro-rated refund if the vehicle is repossessed or a total loss for insurance purposesThis is stated in the AutoSource contract under “General Provisions” section, point #10. I have included for your records a complete copy of the *** *** contract and a copy of the declination letter sent to *** *** email, which she provided. We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C*** Customer Service Manager

Dear Ms***, Please be advised that the email sent to Mr*** on September 23, was sent by mistake. *** *** ** *** *** paid AutoSource for Mr***’s contract and it has been active since the date of sale re September 15, 2015. We regret that this email was sent in error. We have advised Mr*** on several occasions that in order to resolve this situation he must fill out the cancellation form so that the request could be completed This form has been sent to Mr*** in the past and is attached to this letter. We have spoken to the principal of *** *** ** *** *** and they have advised us that they have not heard from Mr***This resulted in the fact that Mr*** owes *** *** ** *** *** monies for the purchase of this vehicle and/or contract

June 7, Dear Ms***, This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 6, 2016. In our commitment to process the consumer’s claim in a timely manner, we made a fundamental mistake. Specifically, the consumer’s contract with AutoSource was purchased without coverage for the Turbo/SuperchargerA complete copy of the involved contract is attached for your review and we call your attention to the “Mandatory Surcharges” section on Page 1. As this item was not checked off or paid for by the selling dealer, *** ***, such coverage is not provided. Therefore, the consumer’s claim should be declined as a non- covered component. AutoSource will revise its letter to the consumer dated May 20, to reflect this factWe trust the above information will allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Complaint: ***
I am rejecting this response because:I paid for the gold coverage , there was no mention of a surcharge by the dealer or auto source, it now conveniently applys only to deny coverage
Regards,
*** ***

Dear Ms***, This letter is to acknowledge the above referenced complaint received on January 13, regarding the above matter. The AutoSource contract contains a clause which states “I acknowledge that I have read this ESC in its entirety and understand and accept all
Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Pages and of this ESC.” This statement is directly above the Customer Signature line on the front page of the contract and was signed by Ms***. On December 29, *** opened a claim on Ms***’s behalf. The component that was in need of repair/replacement was the transmission. As part of the claims process and in accordance with the terms of the consumer’s AutoSource contract, AutoSource requested copies of all maintenance records for the accrued mileage of 23,(since the purchase of her vehicle). Ms*** stated in writing that she does not have the invoices for the maintenance on her vehicle. The paperwork received from Ms*** was not in compliance with the terms of the AutoSource contract. The paperwork received did not show the name or address of the service repair facilityThey are also not invoices but a history which is not in compliance Specifically stated in the “Your Responsibilities” section, point # : “…All maintenance on Your Vehicle must be done at a licensed Repair Facility and you must keep proper records of such maintenance i.erepair orders showing: Repair Facility name and address, warranty date, mileage and repair/maintenance performed. Failure to have the required maintenance performed or failure to provide required documentation, when requested by the Administrator, will result in a denial of coverage.” I have included for your records a full copy of Ms***’s contract, and a copy of the declination letter that was sent to the consumer via emailWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Dear *** ***
This letter is in response to your letter dated March 2017, regarding the above matter. The AutoSource contract has a “Purchaser Acknowledgement” section wherein it states the following: “This ESC document contains the entire agreement between the Purchaser
and the Provider … I further acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Page and Page of this ESC.” This statement is directly above the Customer Signature line which was signed by *** *** *** *** stated that he traded his vehicle in early on February 18, 2017. The AutoSource contract under “General Provisions” section, point #states: “This ESC is an agreement between the Purchaser and the Provider. This ESC may NOT be transferred by the purchaser. This ESC will become null and void upon the sale or title transfer of Your Vehicle...” Accordingly, this contract became null and void once traded in. I have included for your records a full copy of *** ***’ contractWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter. Very truly yours,Denise C***Customer Service Manager

This letter is to acknowledge the above referenced complaint received on June 9, regarding the above matter. The AutoSource contract contains a clause which states “I acknowledge that I have read this ESP in its entirety and understand and accept all Terms and Conditions as stated
herein, including the material Terms and Conditions contained in the “Your Responsibilities” and “Claims Procedures” sections appearing on the reverse side of this ESP.” This statement is directly above the Customer Signature line on the front page of the contract and was signed by Mr***. On June 6, *** Car Care opened a claim on Mr***’ behalf. The components needed were air conditioner compressor, receiver drier and expansion valve. As part of the claims process and in accordance with the terms of the consumer’s AutoSource contract, AutoSource requested copies of the invoice showing that the repair of the coolant housing, which was the subject of a previously declined claim was completed and all maintenance records for the last 13,miles(since the purchase of his vehicle). Mr*** provided the invoice showing that the coolant housing was replaced; however, Mr*** stated in writing that he does the maintenance on his vehicle. This is a direct violation of the terms of the consumer’s AutoSource contractSpecifically stated in the “Your Responsibilities” section, point # : “…All maintenance on Your Vehicle must be done at a licensed Repair Facility and you must keep proper records of such maintenance i.erepair orders showing: Repair Facility name and address, warranty date, mileage and repair/maintenance performed. Failure to have the required maintenance performed or failure to provide required documentation, when requested by the Administrator, will result in a denial of coverage.” I have included for your records a full copy of Mr***’ contract, and a copy of the declination letter that was sent to the consumer via emailWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Customer Service Manager

Complaint: ***I am rejecting this response because:Good day.AutoSource is correctI have reached out for legal adviseI presented my plan for an amicable resolve concerning this matterMy attorney agreed my methods were the correct actions to take before escalating the matterMost times the two parties will come to some sort of agreement before going to courtIf, or when AutoSource and myself can not come to terms on a resolve, then it may be necessary to retain legal services.Step - Request extension to remit requested oil service records - Request and Claim denied.Step - Appeal denial with Autosource by requesting the necessary time to remit the requested oil records- Appeal deniedStep - Seek arbitration (Revdex.com)- No Resolve to date.To date, I have not retained the lawyer with hopes of an amicable resolveAs stated previously, I agreed to remit the oil serve records as requested, although oil service or the lack of had nothing to do with the repair in questionFurthermore, I wasn't afforded the time to retrieve and submit them. Respectfully,*** *** *** *** Complaint: ***I am rejecting this response because:Regards,*** ***

Complaint* ***
I am rejecting this response because:I visited the dealership on 5/8/who advised me that the contract was submitted to Auto Source & that I must follow up with them to cancel the warrantyI have a Contract on Auto Sources own paper indicating that I have a Contract with themThe contract number is *** My complaint is not unfoundedDenise has refused to return my call to even discussIt is the businesses obligation to communicate with a customer, especially if I have a contract with them on their own paper.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This company violate the rules and regulation,is a fraud company
Regards,
*** ***

Tell us why here...
Ms. [redacted]                                   ...⇄                         May 31, 2016
Revdex.com of New Jersey
1262 Whitehorse-Hamilton Square Road
Building A, Suite 202
Hamilton, NJ 08690
 
RE: Complaint ID #[redacted]
Consumer: [redacted]
 
Dear Ms. [redacted],
 
This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on May 27, 2016. Please note that AutoSource employs ASE certified personnel to adjudicate all claims and the independent inspection companies we contract also are are either ASE certified or Manufacturer specific certified inspectors having at least 10 years of industry experience.
 
Additionally, there are several facts that pertain to Mr. [redacted]’s complaint which he fails to recognize.
Specifically:
 
1.       The AutoSource contract is a named covered component contract, i.e. only those components named are covered.
2.       Wastegates are not named covered components in the AutoSource contract.
3.       There are several Technical Service Bulletins (TSB) issued by BMW addressing this specific problem.
 
We regret the consumer’s frustration in this regard; however, the fact remains that the wastegates are not covered by his AutoSource contract.
 
Very truly yours,
Denise C
Customer Service Manager

Dear Ms. [redacted],   This letter is in response to the consumer’s complaint dated December 22, 2016 regarding the above matter. Mr. [redacted]’s service repair facility, [redacted] stated that the consumer’s vehicle was in need of repair/replacement of the intake and exhausts camshaft adjusters, all necessary gaskets and recommends replacing the thermostat. The part number listed on [redacted]’s estimate references the Engine Variable Timing (VVT) solenoid, also known as camshaft adjusters not valves. By definition the intake and exhaust camshaft adjusters, also known as Variable Timing Solenoids (VVT), are responsible for changing the position of the camshafts in the engine and are externally mounted to the engine.  The intake and exhaust valves control the in and out movements of charge and exhaust gases in the cylinders and are internal to the engine. Therefore the exhaust and intake camshaft adjusters are not named covered components in the AutoSource contract and are not covered. I have attached a copy of the estimate received from [redacted]  showing the word valve, although the part # listed is not for a valve, but for the exhaust and intake camshaft adjusters which is evidenced in the part list from [redacted].    We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.     Very truly yours, Denise C Customer Service Manager

Complaint: [redacted]
I am rejecting this response because:no Denise I cancelled this within the time stated in #10 I purchased this sept 5 2015 I got this in mail September 15 2015 even have the mailing envelope to prove never got the paperwork until that date. Sept 5 is also a Saturday further more there was a holiday inbetween this time so September 16 was the day I cancelled and have emails to prove I believe that is in the 10 business days and as stated in point number 10 I had 20 days because didn't get my paperwork until 15 but I cancelled within the 10 business days. That email was not in error. I have in writing stated I cancelled within the time my refund should have been given but unfortunately your business is now involved since your lying I will take this to attorney general of New Jersey or small claims with my emails to prove. I want this 3500 plus the interest I've paid on this.
Regards,
[redacted]

The Adjuster that was handling this claim is no longer employed with AutoSource.  As such our Head of Claims will review the claim and we will provide a response within 24 hours.

Dear Ms. [redacted],This letter is to acknowledge the above referenced complaint received on March 6, 2017 regarding the above matter.   The AutoSource contract contains a clause which states “I acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page 2 and all the Terms and Conditions appearing on Pages 3 and 4 of this ESC.”   This statement is directly above the Customer’s signature line on the front page of the contract and was signed by the Mr. [redacted]. On December 29, 2017, [redacted] opened a claim on Mr. [redacted]’s behalf.  The component that was in need of repair/replacement was the cylinder head. [redacted] stated verbally that the valve seats within the cylinder head had failed which caused consequential damage to the cylinder head. The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered.  In this instance, the valve seats are not  named covered components in Mr. [redacted]’s AutoSource contract and any consequential damage caused by  non-covered components are excluded from coverage as stated in the Coverage Exclusions section of the AutoSource contract. As such, the repair would not be covered and the claim was declined.     In speaking with [redacted] today to reconfirm this, AutoSource was advised that they had replaced Mr. [redacted]’s engine with a recycled unit.  Under no circumstances would AutoSource reconsider this claim as the replacement of the engine was not a consideration expressed to us by [redacted] nor was it in need of an engine in the opinion of the independent inspection company that examined this vehicle at [redacted].   We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter.     Very truly yours, Martin E. C President

Complaint: [redacted]
I am rejecting this response because: Today May 10, 2017, I stopped by the selling dealership and spoke with Alex the Finance manager and the Controller who advised me that they received a fax confirmation from Denise C[redacted] on yesterday cancelling the extended warranty contract.  The Controller showed me the fax that came through to the dealership from Denise.  It is unfortunate and completely unprofessional how this entire ordeal was handled.  Denise who is the Customer Service Manager did not provide one single ounce of customer service.  She never one time returned my call or responded to any emails advising that this was being addressed.  It is experiences like this that make it difficult for consumers. They should not be accredited in any capacity.  The selling dealership advised it will take approximately 5-10 days for the check to be cut and forwarded over to my finance company. 
Regards,
[redacted]

Tell us why here...
Ms. [redacted]                                   ...⇄      February 26, 2016
Revdex.com of New Jersey
1262 Whitehorse-Hamilton Square Road
Building A, Suite 202
Hamilton, NJ 08690
RE: Complaint ID #[redacted]
Consumer: [redacted]
Dear Ms. [redacted],
This email is in response to the consumer’s correspondence dated February 26, 2016.  There is nothing further to add to our previous response to this matter.  We firmly believe as Mr. [redacted] is being advised by his attorney all further correspondence should be directed to our attorney:
[redacted]
           
Very truly yours,
Denise C
Customer Service Manager

Complaint: [redacted]
I am rejecting this response because:As advised  by  my  Lawyer,  we  do  not  accept  Autosource’s response.  As stated  in  my  previous response, Autosource  uses  deplorable  tactics  to  justify  denying  claims. 1.  Autosource is  once  again  requesting I  send  them repair  records  for  service rendered. Autosource  has  every  repair  receipt  on file  already.  Receipts  were  submitted  and  received  by Autosource  at  the  time  of  repair.  Autosource  gives  proof  to  this  by  listing  each  repair  in  one  of their  Revdex.com  responses  to  my  complaint. 2.  Autosource  continuously  request  that  I  send  them  records  of  Oil  Servicing  for  a  repair  that  has no  bearing  on  the breakdown  in  question. Both  the  service facility  and  Autosource’s  adjuster documented  this  in  their  reports.  Furthermore,  I agreed  to  send  Autosource  proof  of  regular  oil serving  and  informed  them (Linda)  I needed more  than  the  three  days  on  a  major  holiday  week to  retrieve  records  due  to  Holiday  closures.  I also  explained  that  I  worked  100  miles  away from the  service  facility  and  couldn’t  readily  get  to  them  during  the  week.  As  stated  in  my  prior statement,  I  verbally  requested an  extension  on  two  different  phone  calls  with  Linda,  on  two different  days. I attempted  a  third  call  to  request  an  extension. The third  call  yielded  a  young lady  who  did  not  connect  me with  Linda,  but  in  turn,  put  me on  hold,  went  to  speak with  Linda, then  returned  with  a  claim DENIAL  a  half  day  shy  of  the originally  imposed  three day  remittance window.  I  then  requested  the  extension  in  writing.  Autosource responded  with  a  written  “Claim DENIAL”  because  I  did  not  remit  oil  service  records  in  time.  Autosource  stated  in  their  Revdex.com response,  that  they  DO  NOT stipulate  a  remittance  time period  in  their  contract. Why  was  one imposed on  me???  The  repair  facility  was  willing  to  wait  the  time  I  asked  to  satisfy  Autosource’s request,  although Autosource  alluded  to  the  rush  was  for  the  repair  facilities  benefit…. To  sum  this  up,  Autosource has  all  the  repair  records  for my vehicle.  Autosource  is also  aware  that  the breakdown  was  not  caused  by  my  regular  oil servicing,  or  the  lack  of  oil servicing  as  they  try  to  imply was the  cause.  Autosource should  just  admit  they  are wrong and  pay  the  claim…. LOL,  they  know  they are going  to  find  a  way  to  only  pay  pennies  on  the  dollar of the  total  repair amount  anyway. Autosource  needs  to  work  at  being  the  industry  leading extended  warranty  company  they  claim to  be. Instead  they  are just  steadily  racking  up  more and  more customer  complaints  using boiler  room tactics. I suspect  Autosource will  soon  fold  the  name and  resurface as  a  new  company. If  so,  I hope  they resurface as  a  reputable  company.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.