Vehicle Solutions

The consumer called into our office on 10/05/referencing the mailer sent out letting her know the Factory coverage was about to expire or that it may of already expiredThe mailer is just an advertisement to contact us within days of receiving the notice to offer mechanical breakdown coverageThe customer requested for us to take her off our mailing listThis was done per her request on 10/05/

Initial Business Response / [redacted] (1000, 17, 2016/01/12) */ Contact Name and Title: [redacted] Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @myvehiclesolutions.com The customer requested for the account to be cancelled on 12/7/She did not want the cancellation processed until the following month before the next renewal paymentWe advised the customer that she would need to call back before the 31st of December so we can honor her requestThe consumer has a month to month programSorry for any miscommunication during this processThe consumer wanted to use her paid up coverage but also wanted us to cancel the policy that dayIn order for the consumer to have the paid up coverage the account had to remain active until the next due dateOn 12/11/a manager attempted to reach the customer to follow up with her as well to clarify what she was exactly requesting to be doneThe desired resolution is that the contract is cancelledThe cancellation has been processed per the consumers request

The consumer was mailed out an offer to purchase mechanical breakdown coverageThe notice states the vehicle is either already outside of factory coverage or is about to bePer the consumers request he has been taken off our mailing list

The consumer was mailed out an offer to purchase mechanical breakdown coverageWe have not spoken to the consumer referencing the mailer, but we have taken the consumer off of our mailing list per the consumers complaint

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: *** *** CS MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@myvehiclesolutions.com
The customers repair facility called in the claim and the part required is the wave plateThe GMC Acadia was provided
a special coverage adjustment by GM of 10year or 120kThe customer is still with in those guidelinesThe claims adjuster advised the dealer to start a claim with GM directlyPer the contract the customer purchased it states on page of # "For repair costs or expenses if the vehicle is still in the manufacturer's basic warranty period or covered by a recall or special policy by the manufacturer or repairs for updates or technical service bulletins" This is a similar situation that the customer had in MayThe customer called in about power steering coverage, The claims adjuster went over with him that GM had a campaign that he was still eligible forCustomer was thankful at the time that we were able to go over the campaign information with himAttached is the documentation about the special coverage adjustment

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: *** *** Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The consumer purchased coverage on 12/21/Then on 01/07/called in requesting to cancel the coverage
At that time we went over different options to be able to work with the customer and the consumer agreed to keep the coverageThen Hour later called back in requested to cancel the coverage again at that time we processed the cancellationThe customer was issued a full refund with in the 3-days as we went overThe consumer's desired resolution is that we do not contact herWe have taken the consumer off of our mailing list
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to take me off the mailing list so I would not get contacted by them again

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** *** CS MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The consumer called in 06/22/agreed to purchase the coverage for the PontiacThe consumer did not have the
funds available that day and set up a postdated payment for 07/02/The consumer then called in on 07/08/spoke to customer service and mininto the call hung up on the representativeWe then called her back and stated where we were calling from then the consumer hung up againAgain the consumer called in on 07/23/this time to make sure the account was cancelled, at this time we went over with the customer that the account had not been cancelled just placed on a hold so no more future payments would of been ran, that we could not process the cancellation when every call was being disconnectedWe advised her that the account had been cancelled as of 07/23/and the refund would be issued with in 3-business daysCustomer was issued the full refund of the down payment on 07/23/just as promisedHope we have come to the desired resolution per the customer as the refund was done before the complaint was even filed

Initial Business Response /* (1000, 5, 2015/11/06) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The consumer called in on 10/20/to purchase the mechanical breakdown coverageThe customer called in on 10/21/
wanting to cancel because of a student loanShe was transferred to customer service and was called back on 10/22/and a message was left for her to call us backWe then spoke to the customer on 11/4/she was requesting to cancel the coverage and the cancellation was processedThe complaint was filed on 11/5/after we had already honored the consumers requestThe customer was told that she will receive full refund of the down paymentOn 11/5/the consumer was refunded in fullDesired resolution was already completed before complaint was openedPlease let us know if you need anything else

Initial Business Response /* (1000, 5, 2015/07/17) */
Contact Name and Title: *** *** CS/HR MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The customer and her son called in on 06/and purchased the Vehicle Service Contract.On the initial phone call
the consumer agreed to the down payment to be ran that day on 06/in the amount of $The customer has the first days to cancel the customer with a full refund after days the customer is eligible for a prorated refundOn 07/14/the customer was advised to send in a written letter of cancellation to be issued the prorated refund.To address the customers complaint we have issued a full refund back to the customers cardThe Reference NoXXXXXXXXXX

Initial Business Response /* (1000, 5, 2016/02/09) */
Contact Name and Title: *** *** Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The customer called in to purchase the coverage on On the customers daughter called in
wanting the coverage cancelledWe spoke with the customer and her daughter to see if other coverage options would work for the consumerPer the consumers request the account was cancelled on and then refunded in full on We hope that we have met the consumers desired resolutions as the account was cancelled and refunded as of
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Vehicle Solutions response but find no customer service which involves taking the complaint to the next level(s) in addition to deceptive advertising

The consumer called in on 03/23/to purchase coverage on the CorollaThe customer then called back after setting up the coverage spoke with a representativeThey went over what the coverage is going to be coveringAt that time the consumer decided to keep the coverageBefore the end of
the day the customer called in wanting to cancel the coverage times and our representatives transferred the customer to customer serviceThe consumer never spoke to a representative in the customer service department to process the cancellationOut of good faith to the customer and to honor the desired resolution we have refunded his account in fullThe account has been cancelled

Initial Business Response /* (1000, 5, 2015/07/06) */
We do not show coverage under Ms***'s name or phone numberIf she can provide the VIN number of the vehicle in question, we can check for a file with that information
Until it can be determined if Ms*** is one of our customers,
we respectfully request that this complaint be removed from our file
Initial Consumer Rebuttal /* (3000, 11, 2015/07/10) */
***Document Attached***
I just received an email entailing my policy sales receipt and have attached it as a PDF for the business to view my account number and VIN for my vehicleI would like my policy cancelled and no reoccurring payments to occur, as well as my down payment of $refunded to my account per the company's day full refund policy
Final Business Response /* (1000, 21, 2015/07/27) */
Contact Name and Title: *** *** CS MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The consumer on 06/29/called in and purchased the coverage for the SentraThe consumer called in the same day requesting cancellation stating that she was a full time student and only worked part timeWe advised the customer that we can apply a $discount to the policy along with giving her month pay plan to help her outAt that time she agreed to still keep the coverageThen on 06/30/the customer was not happy with the cost and wanted to cancelsShe agreed at that time that she was going to do some more research before she decides that she wants this cancelled, again the consumer agreedThe contract was mailed out on 07/2/The consumer then sent in written request to cancel out the coverage on 07/10/The consumer was refunded on 07/13/the full amount paid in, the amount was $

Contact Name and Title: *** *** Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myvehiclesolutions.com
The consumer called in on 09/28/wanting to cancelThe reason for cancellation was that he is wanting to modify the vehicleWent over the benefits of keeping
coverage verse doing modifications to the vehicleAt that time he decided to cancel coverage stillCustomer was cancelled on 09/28/and then refunded in full on 09/29/Consumer desired resolution is to be cancelled and refundedThis has already been resolved as of 09/28/
Thank you,

CONSUMER COMPLAINT #***The consumer purchased coverage on 09/23/for the IzuzuThe customer filed a claim for the widow regulator switch and temp actuatorThe temp actuator is a non-covered componentThe window regulator switch was authorized and pending payment when the customer
requested that the administrator stop payment for the claim because she was unhappy with the repair facilityThen the customer called in another claim for Air bag system and it’s a non-covered itemIn January customer called in about failure to a AC ValveDuring this time period the customer was going to take the vehicle to another repair shop to have the window regulator switch put inSince the initial claim in November another shop has not called in to initiate the claim process againIn this situation the customer called in a few items that were just not listed for coverage but did have an approved claimThe admin did not deny any claims because of recalls just that they were non- covered componentsThe customers desired resolutions is to receive a full refund of funds paid into the contractOut of good faith to the customer we have issued a full refund via check to the consumer

The consumer called into our office on 10/05/2016 referencing the mailer sent out letting her know the Factory coverage was about to expire or that it may of already expired. The mailer is just an advertisement to contact us within 5 days of receiving the notice to offer mechanical breakdown...

coverage. The customer requested for us to take her off our mailing list. This was done per her request on 10/05/2016.

Initial Business Response /* (1000, 17, 2016/01/12) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myvehiclesolutions.com
The customer requested for the account to be cancelled on 12/7/2015. She did not want the cancellation...

processed until the following month before the next renewal payment. We advised the customer that she would need to call back before the 31st of December so we can honor her request. The consumer has a month to month program. Sorry for any miscommunication during this process. The consumer wanted to use her paid up coverage but also wanted us to cancel the policy that day. In order for the consumer to have the paid up coverage the account had to remain active until the next due date. On 12/11/2015 a manager attempted to reach the customer to follow up with her as well to clarify what she was exactly requesting to be done. The desired resolution is that the contract is cancelled. The cancellation has been processed per the consumers request.

The consumer was mailed out an offer to purchase mechanical breakdown coverage. The notice states the vehicle is either already outside of factory coverage or is about to be. Per the consumers request he has been taken off our mailing list.

The consumer was mailed out an offer to purchase mechanical breakdown coverage. We have not spoken to the consumer referencing the mailer, but we have taken the consumer off of our mailing list per the consumers complaint.

Can we get further information on this complaint? The consumer is stating that Vehicle Solutions has been calling her. We do not solicit consumers via phone. The consumer has mistaken our company as another. We did mail the consumer twice to offer coverage and never received any response. We will...

take the customer off our mailing list but we feel this complaint is for another company.

The consumer purchased coverage on 04/15/2017 per the contract there is a 30 day & 1000 mile wait period. On 05/17/2017 the consumer took the vehicle in and reported that the vehicle hesitated when accelerating. This was reported on 05/17 and the consumer stated that it started 2 days ago. The...

claims adjuster explained the wait period and that we have to validate the claim per terms of the contract. At this time the consumer was advised to leave vehicle at the shop and then an inspector will be sent out. The claims adjuster then spoke to the service advisor to go over inspection requirements. The Service Advisor was advised not to have the tear down done, that the inspector will need to see the torque convertor shudder and scan tool info indicating issues with the torque converter. The inspector reported that the failure is consistent with torque converter internal failure for time and mileage. The claim was denied preexisting because it’s something that has been going out previous to coverage/ during wait period. The consumers request is to either have claim paid or to be issued refund. We have cancelled out the coverage per the consumer’s request. Refund has been processed and can take 3-5 business days to post.