United Car Care, Inc.

Initial Business Response /* (1000, 5, 2015/08/10) */
I have reviewed the complaint and find as follow
The repair is not covered based on the terms and conditions of the contractCarbon under the valves is excluded in section E of the contractAs a goodwill gesture United Car Care will apply
$1,towards the repair for the customer

I have reviewed the complaint submitted and find as follows The terms and conditions of the contract purchased by the customer is stated component coverageThe parts failed are not listed nor are they covered parts of the contract the customer purchased and signed the agreement when he
purchased the contract the he accepts the terms and conditions of the contractThe customer canceled his contract on 2/15/and will receive a refund based on the terms and conditions of the contract

I have reviewed the customers concernThe CV Boot is not an internally lubricated partIt is a boot that covers the out side of the CV JointReference the digital photos supplied by the independent inspectorThe boot leaked the fluid out and due to lack of lubrication and continued operation causing failure to the CV JointThe Boot is a non-covered part causing failure to a covered part which is specifically excluded in section e of the contract

(The consumer indicated he/she DID NOT accept the response from the business.)
There is no evidence that the solenoids where plugged with debrisThe service bulletin states that if an oil plug filter is missing then debris could be the cause - the oil plug filter was not missingCan they provide the evidence that this was debris in the solenoid was the cause?
For the injectors - The service bulletin states that the resolution for a failed injector code is to replace all three to be compliant with manufacturers recommendation and if not done the engine could malfunctionParagraph is about warranty cover for modification or change due to product change.(My interpretation is that they don't cover me going in and getting the latest new part fitted just because its been upgraded) Can they explain how paragraph is applicable to work done to fix a failure?
Thank you for dealing with this for meIf possible I would like to get a refund of the insurance cost $
***

I have reviewed the customers concern and find as followsThe customer has been advised to return the vehicle to the repair facility for proper diagnosis and then will be inspected

Complaint: ***
I am rejecting this response because: That is Incorrect I have attached the documents from Modern Nissan that show the codes only showed up one time and not eleven times as the Claim Adjuster stated*** from Modern Nissan even called and spoke with the Supervisor *** and advised that the code only showed up one time but they still advised that it was a Pre-existing condition*** also advised that even if the codes did show up eleven times that still would not mean that that the condition was pre-existing because the codes can show up several times in just one hour but mines only showed up ONE time and NOT ELEVEN! That is incorrect and this company needs to stop scamming people into getting warranty's if they are not going to fix peoples cars as the warranty states
Sincerely,
*** ***

I have reviewed the customers concern and find as followsUnited Car Care will flat cancel the contract and will not deduct the fee for the vehicle inspection from the refund

After further review of this complaint United Car Care will cover this repair as an exceptionThe customer will be reimbursed for the repair$4,less their deductible

I have investigated Ms***'s complaint, claim and the Terms and Conditions of the VSC. My review confirms our original claim denial was proper, but I can also understand Ms***'s point of view in regards to the operation of her vehicle's convertible top. As such, United Car Care, Incwill replace the failed convertible top hydraulic pump assembly with a used assembly (per Sections Aand Cof the Contract's Terms and Conditions) at *** *** of ***, our Claims Supervisor has been in contact with Ms***s and *** at *** *** of *** to arrange the repair. The used part (with a month / 12,mile guarantee, whichever comes 1st, from the part supplier) has already been ordered as well, and is being shipped to *** *** of ***.Based on the above, I will consider Ms***'s complaint as resolved and closed. However, please feel free to contact me if you have any questions.Very truly yours,** ***Dispute Resolution ManagerLegal DepartmentUnited Car Care, Inc

Once a failure is verified and it is covered under the terms and conditions of the contract United Car Care will be happy to inspect and verify the failure and repair the vehicle

Complaint: ***
I am rejecting this response because:United Car Care had previously and clearly stated that the service repair facility was eligible to provide covered warranty service. This was communicated by United in conversations with both me, the Customer, and the service repair facility in phone conversations on 5/23. United had taken a position in supporting the service repair facility, but subsequently and conveniently changed their position to reject this service repair facility when the first claim was submitted.With the vehicle already in the shop, an unclear position from United; the service repair facility chose to repair the failed starter with the expectation that United would honor their previous position supporting the facility to provide covered warranty service
Sincerely,
*** ***

I have reviewed the customers concernThe customer has filed a small claims law suit and United Car Care will respond to the law suit and the forward the results to the Revdex.com

Based on the independent inspection report and digital photos United Car Care stands by the original decision for this claim

[A default letter is provided here which indicates your acceptance of ArbitrationIf 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 arbitration is necessarySincerely,*** ***

I have reviewed the customers concern and find as followsBased on the terms and conditions of the contract and coverage level purchased by the customer the claim is a non covered repairThe coverage level purchased does not cover stand alone seals and gaskets as stated in the contractThe seal
on the compressor was leaking and the failure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have reviewed the customers concern and find as followsThe documentation the customer submitted is sufficient per the terms and conditions of the contract to transfer the contract to the new owner of the vehicleUnited Car Care will accept the transfer and make the contract active

Based on the terms and conditions of the contract United Car Care stands by the original review and decision of the claimThe failure occurred before or during the waiting period of the contract as the customer just restated again

Complaint: ***
I am rejecting this response because:Please find below the response to your message from *** North America Service Department Manager:Actually, CV axles rarely fail - it's the CV joint(s) that fail and they only fail because of a damaged or torn CV boot When a CV boot fails due to age and wear, or is damaged by roadway debris, the grease that keeps the joint lubricated quickly leaks out of the joint and dirt, roadway grime and moisture enters the jointWhen this occurs, the CV joint will soon fail.There is not other reason for a CV Joint to failIf you consider there are other reasons to fail please specify because the only reason to fail is what you are not covering on the extended warranty we have
Sincerely,
*** *** ***

I have reviewed the customers concern and find as followsBased on the independent report and repair facility the vehicle needs to be in the repair facility with proper tear down for correct diagnosis before a decision can be made to determine the cause of failure