United Car Care

I have reviewed the customers concern and find as followsThe customer was notified at the time of the failure the repair facility was not an authorized repair facility for United Car Care repairsThe screen print with the conversation with the customer has been forwarded to the [redacted] for their reviewThe repairs were performed without prior authorization from the administratorBased on the terms and conditions of the contract repairs performed without prior authorization are not coveredalso in section C of the contract the vehicle may be required to be sent to a repair facility selected by the administratorBased on the terms and conditions of the contract the claim is not covered IN CASE OF MECHANICAL BREAKDOWN OR FAILUREIf YOUR VEHICLE is within miles of the ISSUING DEALER, YOU should return YOUR VEHICLE to the ISSUING DEALER for service under thisCONTRACTIf YOUR VEHICLE is more than miles from the ISSUING DEALER, contact the ADMINISTRATOR for instructions: [redacted] - Fax: [redacted] Services performed outside the ISSUING DEALER will be paid at a rate established by the ADMINISTRATORMail all authorized claims to: [redacted] Prior authorization from the ADMINISTRATOR is always required prior to any services being performed under this CONTRACT, except for emergency repairsSee Section Cfor detailsUnder certain conditions, YOU may be required to have the VEHICLE sent to a repair facility selected by the ADMINISTRATOR

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Please provide the contract number or the last 6 digits of the vehicle identification number as we are unable to find a contract list un the name shown on the complaint. Thank you [redacted] . Initial Consumer Rebuttal / [redacted] (3000, 7,... 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business response does not address issues in complaint. Contract number previously provided in initial complaint filed on August 3, 2015 and acknowledged by [redacted] , Dispute Resolution Manager, Legal Department of United Car Care, Inc. in his letter to me dated July 27, 2015. Final Business Response / [redacted] (4000, 14, 2015/09/14) */ I have reviewed the complaint and find as follows. United Car Care stands by the original decision based on the terms and conditions of the contract. Final Consumer Response / [redacted] (4200, 16, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) United Car Care, Inc. continues to evade the substantive issues raised by the complaint.

Complaint: [redacted] I am rejecting this response because: I was never given anything stating what was covered and what was not coveredI would not have brought the extended warranty from this company if I knew everything was not covered as stated when I purchased the platinum program "which covers everything" this is what I was toldThis company is great at ripping people of thanks for nothing Sincerely, [redacted]

I have reviewed this concern and find as followsAs stated before the terms and conditions of the contract specifically excludes glass from coverage e section E of the contractAlso in section E of the contract damage to a caused to a covered part by a non covered part is also excluded from coverageThis is not a covetable repair per the terms and condition of the contract the customer signed and agreed to at the time the contract was purchased

I have reviewed the customers complaint and find as followsThe failure could not be duplicated by the repair facility or the independent inspectorThe fault codes were cleared by the shop and have not returnedOnce a failure can be verified based on the terms and conditions of the contract to determine component coverage the issue can be addressed again

Initial Business Response / [redacted] (1000, 6, 2015/11/27) */ I have reviewed the complaint submitted by [redacted] and find as follows Based on two (2) independent inspection reports and digital photos the failure to the vehicle is very long term and pre-existing the contract issue date and mileage I have forwarded both inspection reports to the Denver Revdex.com to attach to this complaint

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] in Rock Hill, MoPhone number [redacted] , agrees with me that it was due to mechanical failureEither way I will never agree with the decision of United Car Care to not cover the cost of a repair to a major component vital to the function of the vehicleThat is the whole reason for purchasing insurance, to cover the cost of a major repair like a front differentialThey are completely useless to the general public if they cant cover that

I have reviewed the complaint submitted by the customer and find as followsUnited Car Care has authorized replacement of the failed components on the customers vehicleThe failure to gears, bearings, and journals are not covered by the terms and conditions of the contractThe customer failed to protect the vehicle after a failureThe independent inspection report has been submitted to the Revdex.com for their review and to attach to this complaint

I have reviewed the complaint submitted and find as follows United Car Care has authorized the original components (hub bearing) that failedThe other components are damaged due to continued operation after the original failure and failure to protect the vehicle from further damageBased on the terms and conditions of the contract these components are not coveredUnited Car Care stands by the decision based on the independent inspection report and digital photos which has been forwarded to the Denver Revdex.com

Complaint: [redacted] I am rejecting this response because: I was not aware of the extent of the repairs Sincerely, [redacted]

I have reviewed the complaint submitted and find as followsBased on the independent inspection report and digital photos it has been determined the condition is a pre existing failureThe digital photos clearly show the print out of all of the codes set on the vehicleUnited Car Care stands by the decisionThe independent inspection report has been forwarded to the Denver Revdex.com to review and attach to this complaint

This customer is in the process of requesting arbitration at this time

I have reviewed the complaint submitted and find as followsThe t connector is a plastic pipebased on the terms of the contract this is a covered component and the repair facility has been contacted and the claim has been approved

Initial Business Response / [redacted] (1000, 8, 2015/11/03) */ I have reviewed the complaint submitted by the customer and find as follows The valve cover gaskets and the alternator are both covered components The contract holder needs to submit the repair invoice for the alternator attn*** [redacted] and United Car Care will reimburse for replacement of the alternator Any question contact [redacted] XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/11/16) */ Please reopen the case as I sent the fax to United Car Care but have yet to hear back from them on how and when I will receive my refundAm I supposed to call them after I faxed the invoice or would they respond via Revdex.com on when they receive it and what the next course of action will be? Final Business Response / [redacted] (4000, 29, 2015/12/29) */ Please see attached screenshot Final Consumer Response / [redacted] (2000, 35, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have fulfilled their responsibility

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ I have reviewed the complained submitted and find as follows Based on the terms and conditions of the contract per section E WHAT IS NOT COVERED fastening hardware such as bolts, nuts, fasteners are not covered per the terms and conditions of the contractA copy of the independent inspection report has been forwarded to the Denver Revdex.com for an attachment as evidence for this complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As term of contract all club parts are covered even nuts and bolts and the independent contractor isn't a mechanic as he only took pics and according to my mechanic is base certified and a master mechanic States that rocker arm and all nuts and bolts is a lube part as it part of engine and lube by oil so my mechanic and a few other mechanic I spoke said that's lube parts can't see how u tell just by pics so I like to get it repaired Final Business Response / [redacted] (4000, 9, 2015/10/10) */ Based on the terms and conditions of the contract and the independent inspection report the claim was denied due to failure of fastening hardware which is excluded from coverage per the terms of the contract Final Consumer Response / [redacted] (4200, 11, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Term of contract states all lube parts in engine that is a lube part include in engine is a covered part suppose to be covered a and indenpence picture taker was not a mechanic as he stated

[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 [redacted] ,and find that arbitration is necessary Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I spoke with the mechanic and he stated he doesn't remember saying anything about corrosionIn addition please show me a copy of my contract that I signed, with the verbiage stating damage from corrosion is not covered Sincerely, [redacted]

Being a single female I have weighed going to the dealership verses a local mechanic. In my most recent experience the local mechanic hsa been a more positive experience. The customer service with Jim was excellent. Jim was comprehensive and fair and explained the problem I was having with my car so I felt safe driving my vehicle. For the age and mileage of my car, the repair cost seemed to be fair. I trust this repair shop and would recommend them to anyone. They are so professional.