United Car Care

Complaint: [redacted] I am rejecting this response because:The notion that this problem needs to be "verified", is either flawed or outright misleadingThe failure WAS verified by the [redacted] DealershipAn inspector would only be able to visually verify that neither the tech not myself is outright lying ( we are not )The symptom is that the entire info display panel shuts down, and will not come back online until the engine and accessory battery are fully shut off ( I.eRemove the key altogether ) and then turned back on.I am fully willing to let the adjuster see the problem for himself, but since this issue only happens roughly 1-2x a week, my position is that they should either:a) take the [redacted] Dealership at their word, orb) cover the expense of a car rental, since I would likely be inconvenienced for a week +/-.Considering that this effort has been ongoing since mid September, with 100% of the effort currently coming from my wife and I having to call in for updates ( yes - [redacted] has promised on multiple occasions to "get back to us" after some action or other, and never has ), the cost of a rental should not be the issue Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They keep saying that the glass is not coveredO.Kif they don't want to cover the alarm system that should have been listed under the items not covered in their contractIt is not listed.therefore it should be coveredThe glass did not break the alarm wire did Sincerely, [redacted]

Based on the terms and conditions of the contract, the independent inspection report and diagnosis of the failure this repair is not coveredThe inspection report is attach to this complaint for review by the Denver Revdex.comI have also inserted the section of the contract the customer agreed to at the time of purchase which excludes wear and tearUnited Car Care stands by the decision

Complaint: [redacted] I am rejecting this response because: After speaking to both business managers that worked on the truck (Quick Lane & American Transmission) it has been determined that there was no damage done to the transmission as stated by the United Car Care CompanyTo the date no written denial letter has been received, although I have asked on several occasions to be told that it is not their policy The contract was canceled due to the fact that the company continues to take peoples money and not pay for eligible claims trying to find all sorts of ridiculous loop holes to not pay (complaints with the Revdex.com all related to the same reason) this is a pattern of theirs First, the damage was noticed on the 20th, at which time an appoinment was made with [redacted] for the following day The vehicle was dropped off on the 20th and parked on site left overnight and the key delivered to the establishment on the morning of the 21st After the initial inspection done by [redacted] it was said to have a transmission problem which they called United Car Care for repairs and was denied at that time They attempted to fix The problem which was determined to be bigger than they could handle and we were told we needed to take it to a transmission shop, the vehicle was towed to American Transmissions on the The general manager from [redacted] also contacted United Car Care to speak with someone in reference to this claim as well, stating that there was no prior problems and do not understand why it is not covered After arriving at the transmission shop Mr [redacted] stated it needed a new transmission, and the warranty company (United Car Care) was contacted Mr [redacted] explained that they never asked him for anything other than the diagnosis, no invoice, paperwork etc He said all they did was sent out two different adjusters who also asked him no questions He has advised me to file a complaint with the Department of Agriculture about this because it is no way this claim should not have been covered He said the adjuster told him that it was denied due to a long term leak and the hose rupturing, however, Mr [redacted] states that is because a ruptured hose would have left the car broken down and it still had oil in it despite it being low, he said low oil is not going to cause that kind of transmission damageI have all receipts of oil changes over the year and the last one being October and was not due for another until March 2016, no problems were noted and the transmission was checked Since filing this claim the general manager of [redacted] Mr [redacted] , and Mr [redacted] from American Transmission both are available for more information and will provide testimony to the fact that there was no prior damage to the vehicle they are both perplexed as to the professionalism of this organization and are willing to provide any information relevant to this claim As for the contract being canceled, yes we did cancel due to the lack of integrity of this organization After checking with the Revdex.com we see that there are a substantial amount of claims against them for the very same reason They do not live by their mission statement and I will never recommend them to anyone They take hard working people money who invest in their organization for headaches such as this and they take full advantage I have tried on several occasions before canceling my contract to resolve this issue and all I received was utter disrespect and unprofessionalism from the staff and left with no resolve at all I am outraged to say the least! If there is no resolve through the Revdex.com my next step will be to the Department of Agriculture and even the local news if I have to, the community deserves to know about the practices of such an organization to avoid situations such as this and the other on record Attached are the receipts from the last oil change showing the transmission was fine as well as the names and numbers of the two general managers who handled this claim from [redacted] & American Transmissions, the receipt for payment for American Transmission, and the refund given to me from [redacted] for the work they performed on the truck on the 20th which was due to the vehicle needing further transmission work Again both managers tried speaking to [redacted] in detail about this claim and because of his rudeness and unprofessionalism the calls were later placed to the owner who never returned any of our calls Sincerely, [redacted] ***

I have reviewed the customers complaint and find as followsBased on the customers own statements and the terms and conditions of the contract the claim was properly denied.The customer states he took the vehicle in before the waiting period had elapsed and the Dealer told him to wait until the days had expiredThe contract states days and 1,milesThe vehicle clearly failed before the waiting period had lapsed as per the customers own admissionReference section E WHATIS NOT COVERED PARAGRAPH vBELOW and section R.v) For repair or replacement claims of any normallycovered component(s) or part(s) during the firstthirty (30) days and one thousand (1,000) milesfrom YOUR CONTRACT SALE / PURCHASE DATE.r) For repair or replacement of any normallycovered component(s) or part(s) to correctconditions that may reasonably be assumed tohave existed prior to YOUR CONTRACT SALE /PURCHASE DATE;Based on the failure this was a pre existing condition to the contract sale date and contract effective dateBased on the terms and conditions of the contract this repair is not eligible for coverage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this step in the resolution satisfactory Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Every car has slung in the motorAnd that was cleanest motor for its AGEAgain, My husband works on car all day! We did NOTHING to cause this breakageThis should have been covered!!! Sincerely, [redacted]

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 meI will need written documentation showing transfer is completed Sincerely, [redacted]

I have researched the customers concern and find as followsThis customer has received all of their monies back as they had their credit card company charge back the seller of the contract

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ I have reviewed the complaint submitted by the customer and find as follows Per the terms and conditions of the contract Section C Paragraph EMERGENCY REPAIRS the customer did not follow the terms of the contract she signed and agreed to The repairs were made during business hours and the Administrators office WAS NOT CLOSEDAll repairs are required to have prior authorization before repairs are performed Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/19) */ This complaint was closed with no resolution Final Business Response / [redacted] (4000, 14, 2015/09/02) */ United Car Care stands by the original decisionPer the terms and conditions of the contract the customer accepted all repairs performed during business hours must have prior approval before any repairs to the vehicle are performed

I have reviewed the complaint submitted and find as followsThis claim is under further review andUnited Car care needs more information from the repair facility as to the actual failure to the transmissionWe have not received that information yet and will be following up again this week

Complaint: [redacted] I am rejecting this response because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not even satisfactory to me I have attached a picture showing exactly that I need a motor, the motor (which is a covered item) is also attached to a pump, therefore the warranty company is using this a loop hole in order to not pay the claim because of the title of the motor that is need and where the pump is located it also clearly states that if a item such as the pump is attached to a covered items which the motor, "it is covered" They owe me to repair my vehicle that is what I was promised and that is the only satisfactory response I will accept if not I want to take this to arbitration asapSincerely, [redacted] Sincerely, [redacted]

I have reviewed the response and United Car Care stands by the original decision based on the independent inspection report and shop diagnosis

I have researched the complaint submitted by Mr. [redacted] and find as follows. Based on the diagnosis from the repair facility The vanos solenoids are plugged with debris. Failures caused by debris is not covered by the terms and conditions of the contract per section E WHAT IS NOT COVERED.... PARAGRAPH O " o. If the part(s) and / or component(s) FAILURE or BREAKDOWN was caused by lack of required maintenance, misuse, negligence, incorrect computer programming, contamination of coolant, fuel, fluids or lubricants; resulting from engine sludge, carbon, preignition, detonation, varnish, rust, corrosion, abuse,alteration, or lack of proper and necessary amounts of coolant, fuel, fluids or lubricants;" Based on the terms and conditions of the contract Section E WHAT IS NOT COVERED the injectors are upgraded parts that are not covered. Section E Paragraph 12. Any components, parts or costs involved with updating or retrofitting covered components or systems of YOUR VEHICLE, or due to product changes, lack of product availability, or government regulations by the contract.

I have reviewed the customers complaint and find as followsBased on the independent inspection report and digital photos the vehicle was driven in an overheated condition for a long period of time causing failure to the head gaskets and warping the cylinder headsFailures caused by continued operation and failure to protect the vehicle after a failures has accured is not covered per the terms and conditions of the contractA copy of the independent inspection report has also been included for review by the Denver Revdex.com

I have reviewed the customers concern and find as follows. Based on the terms and conditions of the contract Glass is specifically excluded from coverage in Section E (WHAT IS NOT COVERED) Paragraph B.

Complaint: [redacted] I am rejecting this response because: I went to the Dealership where we bought the warranty from, [redacted] at the dealership was sent an email from Jim stating that everyone agrees with the decision from [redacted] all the way to [redacted] at the GMC dealership because they all agree that we drove on the bearingI took that email to [redacted] from the GMC dealership and showed him what United Car Care has said [redacted] rejected the email stating that it was a lie and he has never spoken to Jim about the car and that he will put it in writing that after his professional inspection of the situation that we/the customer did not drive on the faulty part, and we actually towed the car inUnited Car Care is now lying and they also are claiming that this is caused by the stabilitrack light being on and if that is the case, I brought this up to GMC and United Car Care weeks before this happened and they did nothing about that as wellFrom a company that states how great their customer satisfaction is, they are not holding up to that end of the contract and their judgments on how the residual damage was caused is wrong and off baseThey say they stand by their decision which means they are not standing by their productWhen someone pays $for a warranty, they are supposed to be taken care of and not made to feel like we did the wrong thing, especially when we did not Sincerely, [redacted]

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 Sincerely, [redacted] ***

I have reviewed the complaint submitted and find as followsBased on the independent inspection report and digital photos the previous repair was not performed correctlythe independent inspection report and digital photos have been forwarded the Revdex.comThe customer also stated the repairs were from wear and tear which is excluded in section E WHAT IS NOT COVERED as per the terms and conditions of the contract.(BREAKDOWN or FAILUREresulting from wear and tear is not covered);05/12/06:31:AM [redacted] Vanguard Vehicle Inspection ServicesCalled Into *** Request ID *** Request Date 05/10/02:PM Company United Car Care Adjuster *** ext Contract # [redacted] Claim # [redacted] Repair FacilityShop [redacted] Address [redacted] Phone [redacted] Contact [redacted] Vehicle InfoVehicle Chevy K Vin [redacted] Miles Reason For Inspection1) Front diff is making noiseNo tear down, check for leaks, listen to noise and verify Inspector's ReportCalled Into *** Date Inspected 05/11/ Time Inspected 09:am Contact *** Tech *** Labor Rate RO # NO NUMBER Name On RO MONAHAN Complaint(s) Listed On ROWHISTLING NOISE IN 4XAUTO OR 4XONLY History At Shop no Related To Inspection Explain VIN [redacted] Mileage Pro Date 09/ Year Make CHEVROLET Model SILVERADO Engine G/D Trans AUTO Model 4L Drive 4x Vehicle driven in or towed driven Fluid Levels and ConditionsOil full/fair Coolant full/fair Trans full/fair Steering full/fair Brake full/fair Transfer not_checked/not_checked Frt Diff full/good Rear Diff not_checked/not_checked Belts OLD/GOOD Hoses OLD/GOOD Overall condition of vehicle FAIR FOR TIME AND MILEAGE Tow Hitch yes REC III Commercial Use no Modifications no Collision no Mounted Tire Size 265-70- Placard Size SAME Recalls no TSBs no Level of assembly fully_assembled Pre-existing? unknown Start Miles Start Date Damage From Lack Of Lube no Damage From Over Heat/Continued Operation no Explanation of failed components and how verified failedThere are no leaks and no external damage to the front diff4xwill engage and fluid is full and goodOn run test there is a whine and metallic clicking noise from the front differentialI would need unit removed and torn down to verify the full extent of internal damage Cause of failureInternal failure, I would need unit removed and torn down to verify the exact cause Required repairsI would need unit removed and torn down to verify the necessary repairs Did shop sign? no Who Signed? Agreed With Inspectors Finding? Shop comments, if any work order vin odo tags lf rf rr lr tire size fluid front diff odo 05/16/11:00:AM [redacted] Vanguard Vehicle Inspection ServicesCalled Into *** Request ID *** Request Date 05/12/10:AM Company United Car Care Adjuster *** ext Contract # [redacted] Claim # [redacted] Repair FacilityShop [redacted] Address [redacted] Phone [redacted] Contact [redacted] Vehicle InfoVehicle Chevy K Vin 9Z Miles Reason For Inspection***re inspect [redacted] removed the front diff can show failure1) Front diff is making noiseNo tear down, check for leaks, listen to noise and verify Inspector's ReportCalled Into *** Date Inspected 05/13/ Time Inspected 10:am Contact *** Tech WALTER Labor Rate RO # NO NUMBER Name On RO MONAHAN Complaint(s) Listed On ROWHISTLING NOISE IN 4XAUTO AND 4XONLY History At Shop no Related To Inspection Explain VIN [redacted] Mileage Pro Date 09/ Year Make Chevrolet Model Silverado- Engine G/D Trans AUTOMATIC Speed Model 4L Drive 4x Vehicle driven in or towed driven Fluid Levels and ConditionsOil full/fair Coolant full/fair Trans full/fair Steering full/fair Brake full/fair Transfer not_checked/not_checked Frt Diff full/good Rear Diff not_checked/not_checked Belts OLD/GOOD Hoses OLD/GOOD Overall condition of vehicle FAIR FOR TIME AND MILES Tow Hitch yes REC III Commercial Use no Modifications no Collision no Mounted Tire Size 265-70- Placard Size SAME Recalls no TSBs no Level of assembly FRONT DIFF OUT AND APART Pre-existing? no Start Miles Start Date Damage From Lack Of Lube no Damage From Over Heat/Continued Operation yes Damage from driving after improper previous repair Explanation of failed components and how verified failedFront diff is a 8.25" gear ratio unitThe crush sleeve is not crushed and is loose on the pinionThe pinion seal is very new-non OEM and has very new assembly lube on itThere is only slight metal on the magnet and the residual fluid is in good-looks new-conditionThe left axle support bearing feels slightly gritty when turned by handThe ring and pinion are worn uneven and are sharpNo other damageThe case has broken slightly at the inner pinion seal lip Cause of failureImproper previous repair Required repairsReplace front differential Did shop sign? no Who Signed? Agreed With Inspectors Finding? Shop comments, if any new seal vin odo eng rf lf rr lr minimal debris crush sleeve case damage axle support brg ring gear worn uneven crush sleeve loose pinion teeth worn uneven 2nd viewBased on the herms and conditions of the contract and the independent inspection report the claim was properly denied

Complaint: [redacted] I am rejecting this response because: I sent them multiple copies of the required services as per their contract I even had the mechanic who performed the work personally call and confirm that the services were performed Their response that this information was unverifiable is blatantly FALSE! I cancelled the agreement when they refused to honor their CONTRACT, and they refunded ONLY the unused portion of the warranty I cannot believe that they can get away with this FRAUD! I am a single Mom with two young boys I bought this WARRANTY as an INSURANCE policy that would PREVENT me from being blindsided by large, unmanageable, devastating repair bills! Instead I now have been SUCKERED by these UNSCRUPULOUS people! Now I have paid for their policy AND a VERY LARGE REPAIR BILL! Sincerely, [redacted]