CarShield

We appreciate the opportunity to respond to and resolve this issue.Ms. [redacted] terminated the call before our representative could give her cancellation procedures.  We will get Ms. [redacted]'s account cancelled out and will issue her a refund of her down payment and 1 monthly payment.She will be...

receiving her refund in approximately 7-10 days, mailed to the address listed in this complaint.

Mr. [redacted] called our office on May 24, 2017 and requested cancellation of his coverage.  As he requested, his coverage was cancelled and his Visa Card was refunded in full on May 25, 2017 for the down payment made of $105.00.

Initial Business Response /* (1000, 5, 2015/11/19) */
Thank you for your correspondence regarding Ms. [redacted]'s complaint. We appreciate the opportunity to respond to and resolve this issue.
We do believe that the mailer is clear as to what service we are offering, if the consumer reads it. ...


The mail piece states, "This letter is to inform you that IF your factory warranty has expired, you will be responsible for paying for any repairs". It then goes on to offer the OPTION to protect the vehicle beyond the factory warranty.
The administrators we market for are all Revdex.com Accredited and A+ rated. Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage.
If a consumer is not interested in extended service coverage for their vehicle or already has purchased an extended service contract; they may simply discard the mailed advertisement.
We have removed Ms. [redacted]'s information from our mailing list and she should receive nothing further from our company.
We hope this addresses and resolves this concern. Please let us know if you need any additional information.

Initial Business Response /* (1000, 5, 2015/06/24) */
The mailed advertisements that are sent on our behalf state, "Auto Service Agency is an independent nationwide company marketing vehicle service contracts on behalf of leading third party administrators". These administrators are all Revdex.com...

Accredited and A+ rated. The mailer also states, "Auto Service Agency is not affiliated with any auto dealer or manufacturer".
The mailed advertisements also states, "This letter is to inform you that if your factory warranty has expired, you will be responsible for paying for any repairs. You have the OPTION to protect your vehicle beyond the factory warranty."
Mr. [redacted] read the advertisement and then knew it was an add for an extended warranty. If the mailer is read, it is clear what it is offering.
If you can provide us with the ID number listed on the mailer Mr. [redacted] received (I do not see any attachments, as he mentioned, that might have that ID number listed), we would be happy to remove him from our mailing list.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/29) */
[redacted]Document Attached[redacted]
Hello,
I'm attaching the documents so that everyone can see how sneaky your company's mailers are.
Please answer these questions:
1. Why do you not state your company's name on the front of the mailer?
2. You state in your response that it is optional insurance. So why do you write in big capital letters "PLEASE CALL IMMEDIATELY"? You do realize that this is needlessly alarming people.
Look, it's obvious what you're trying to do. You're trying to dupe people into buying your extended warranty. There is no other reason as to why you make your advertising look so official and legal. You hope that people fall into your tricks and call you to buy the insurance. They say a sucker is born every minute and that's precisely who you are trying to take advantage of.
I know what you're doing is not illegal. Yet any reasonable person will agree that you have abusive marketing practices. That's precisely why I started this complaint. I want you to state your company's name on the front of the letter. I want you to put a logo for your company. Lastly, please remove those capital letters telling people to call you immediately for an optional warranty. Do not scare people into buying your product!
Sincerely,
[redacted]
Final Business Response /* (4000, 14, 2015/06/30) */
Thank you for providing the ID number. We have removed your contact information from our mailing list.

Complaint: [redacted]I am rejecting this response because:   I have a legally binding contract with your organization to provide a service; It was pursued and enjoined with your organization,  in good faith, by myself and with the agent employee representing your firm, reasonably presumed to possess the expertise and authority to offer and procure said services on behalf of your firm.Monetary consideration was offered, and accepted, with regards to the written service contract that was forwarded to me by said agent employee. I expect your organization to honor our contract and, having failed that, will pursue third party intervention starting with the least adversarial (Revdex.com) avenue. Sincerely,[redacted]

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to this complaint.Ms. [redacted] purchased month to month extended powertrain coverage for her 2003 Mercedes in May of 2017.  It was explained that this is powertrain coverage and the covered components were...

addressed.  Ms. [redacted] was also mailed a copy of her contract that lists covered components.Ms. [redacted] has presented claims for components that are not listed as covered under the powertrain month to month coverage her Mercedes qualified for.  Ms. [redacted] mentions an attachment.  That attachment did not come through.  If she would like to send the attachment for us to review, she is welcome to send it to [redacted] This is month to month coverage, just like car insurance.  If Ms. [redacted] is not happy with her coverage for any reason; she may cancel at any time.  She just needs to let us know.RespectfullyCustomer Relations

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]

Ms. [redacted] was removed from our mailing list when she called in to inquire about the mailed advertisement she received.  We apologize for any inconvenience this has caused.

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]

Mr. [redacted] purchased United Car Care's Powertrain Gold Coverage for his 2010 Dodge Charger on February 19, 2017.  United Car Care provides several levels of coverage for both new and used vehicles.  United Car Care denied the claim in question based on an independent inspector's report...

that stated is was reasonable to assume that this failure existed prior to the contract purchase date.If Mr. [redacted] would like to dispute United Car Care's decision to deny the claim, he may do so by following the ARBITRATION section of his contract.  The arbitration section states that any dispute related to a claim denial shall be resolved by the Denver Revdex.com.  This dispute would need to be directed through the Denver Revdex.com toward [redacted].As CarShield is only the Marketer of the Coverage Mr. [redacted] purchased, we have no influence or authority over claims procedures, approvals or denials.We hope this information helps Mr. [redacted] in the resolution of his dispute.

Initial Business Response /* (1000, 5, 2016/02/03) */
If Mr. [redacted] could provide us with the ID number that appeared on the mailed advertisement he received, we can determine if the mail piece was sent on our behalf. There are many marketing companies out there that send similar mail...

pieces.
If it is determined that the mailer was sent on our behalf, we would then be able to remove Mr. [redacted] from our mailing list.
Until that can be determined, we request that this complaint be closed as invalid.
Respectfully

Thank you for forwarding this complaint to us and bringing it to our attention.  We appreciate the opportunity to respond to and resolve this matter.Consumer's information is culled from transactional activity such as radio subscriptions, oil changes, tire purchases, insurance purchases, etc.,...

by an outside marketing company.  It does state on our mailed advertisement that we are not affiliated with any dealer or manufacturer and that we are an independent nationwide company marketing vehicle service contracts on behalf of leading third party administrators.The 3 administrative companies we market for are all A+ rated and Revdex.com Accredited.We have removed Mr. [redacted] from our mailing list, as he requested when he called into our office.  He should receive no additional mailed advertisements from our company.Respectfully....Consumer Relations

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to and resolve this issue.We contacted Interstate National Dealer Services, the administrator of your service contract, to obtain information about any claims you have submitted. INDS stated that 2 claims...

have been submitted. The first claim was submitted in August of 2017 for a wheel bearing that was worn and making a lot of noise. Wheel bearings are not listed as a covered component, so the claim was denied by INDS.The second claim was submitted in January of 2018 for worn serpentine belt, a leaking valve cover gasket and a leaking oil pan gasket.  The serpentine belt was covered and paid for minus the deductible of $100.00.  The valve cover gasket and oil pan gasket are not listed as covered under this contract and replacement cost was denied by INDS because of that.We have received your request to cancel your coverage.  Yourservice contract will be cancelled as you requested and you will be issued a prorated refund, as stated in your contract's terms and conditions.  We have waived the cancellation fee as a gesture of goodwill.  Your refund comes to 611.83.  You should receive your refund within 15 business day.Respectfully,Customer Relations

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to and resolve this matter.We reviewed the sales call, as Mr. [redacted] claims that he was told "the warranty will cover everything including electrical equipment".  During the sales call Mr. [redacted]...

asks, "Doesn't cover the electrical though, right?"  Our sales representative replied, "not the electrical system, but it does cover......" and he went on to list the covered components, reading right from the contract.The suspension is not covered under the Powertrain Gold Coverage Mr. [redacted] purchased for his 2008 Hummer with starting mileage at the time of the contract purchase of 143,275.  The sales rep never stated the suspension was covered, as he read the covered components directly from the contract.The waiting period referenced in the sales call of 1000 miles and 30 days is also listed in the contact Mr. [redacted] received.  When Mr. [redacted]'s repair facility submitted the claim referenced in this complaint, Mr. [redacted] was still within the 1000 mile and 30 day period and the repair claim was not approved.We have received a letter from Mr. [redacted] requesting cancellation of both of the service contracts he purchased from us on July 31, 2017.  Both contracts have been cancelled as he requested.  On August 4, 2017 two refund checks were mailed to Mr. [redacted] at the address listed in this complaint.  One in the amount of $3236.12 for the contract on the Mercedes and one in the amount of $3575.42 for the contract on the Hummer. The service contract was correctly adjudicated by American Auto Shield (the administrator/obligor of the contract) and Mr. [redacted] has been refunded, per the contracts terms and conditions, correctly.

Initial Business Response /* (1000, 5, 2015/10/23) */
We have removed Ms. [redacted] from our mailing list. We do not show any previous mailers sent to the address listed in this complaint. We also show no incoming or outgoing calls from or to the phone number Ms. [redacted] has listed in this...

complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response, I still have the mail that was sent to my home and after receiving robo phone calls - I blocked the number.
I received vehicle protection mail on the Chevy Cruze and the Chevy Malibu.
Final Business Response /* (4000, 9, 2015/11/02) */
There are many marketing companies out there that send mailers and make calls. Our company does NOT "cold call" consumers. We only call consumers who have had prior coverage with one of our administrators that is nearing expiration or has expired.
Again, we show no calls to or from the number listed in this complaint.
We have removed Ms. [redacted] from our mailing list.
Final Consumer Response /* (2000, 11, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the business response as regards to be placed on the "Do Not Mail' and their assurance that I will no longer receive mailings and/or extended warranty advertisements; as long as I do not receive any in the future or on ANY vehicle I am currently leasing or purchasing. Also, as it relates to robo and/or automated phone calls, those have since been blocked. If, I however, receive phone calls as of November 4, 2015, I will contact the Revdex.com.

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]

$438 and Carshield to fulfil their promise to fix my vehicle as per me losing valuable work time and and my vehicle still in the shop.  I can not get another extended warranty due to my car is already damaged. Carshield giving me the run around puts me in the position where I would have to pay...

out of pocket over $3000 to fix the car that was under their warranty.

Initial Business Response /* (1000, 5, 2015/06/16) */
Mr. [redacted] purchased Diamond Pre-Owned coverage for his 2011 Cadillac on September 18, 2014. There are a great many components covered by this excellent Diamond Pre-Owned coverage through United Car Care, an A+ rated, Revdex.com Accredited...

Administrative Company.
The coverage was gone over during the sales call and Mr. [redacted] also received his Coverage Contract Booklet in the mail that further detailed all the covered components.
Mr. [redacted] was never told the speed sensors were covered, and they are not listed as covered in the contract he received. Many other sensors are covered, but not the speed sensors.
There are so many components that are covered under this contract and he is under active coverage until September of 2018; we hate to see him cancel just because one item is not listed as covered.
However, he has indicated that he wishes to cancel his coverage. It will be canceled as of today and he will receive the prorated refund he is due, as stated in the initial sales call and addresses in the booklet he received. We will waive the cancellation fee as a gesture of goodwill.
Mr. [redacted] will received a refund of $2215.13. The down payment he made of $150.00 will be credited back to his Visa Card and the remainder of his refund, $2065.13, will be sent to the address listed in this complaint, by United Car Care. Mr. [redacted] should receive that refund check in 10-14 days.

Our company shows only one INCOMING CALL from the number Mr. [redacted] has listed in this complaint.  Mr. [redacted] called our office on August 9, 2016 and requested to be removed from the mailing list and told our representative to stop calling him.Our representative told Mr. [redacted] that we will...

remove him from our mailing list immediately, but our company has never called him.  Mr. [redacted] talked over the representative, insisting that we had called him.Our company does not make calls to consumers unless they have previously purchased coverage through one of our A+ Rated, Revdex.com Accredited Administrators and it is nearing expiration or has expired.  We do not "cold call" consumers.  Often times a consumer is receiving phone calls from another marketer.  Then, they receive one of our mailed advertisements and assume that calls have come from our company as well  That is not the case.  We have removed Mr. [redacted] from our mailing list, as he requested.We hope this clarifies the situation and resolves this complaint.Respectfully....

Initial Business Response /* (1000, 5, 2016/02/24) */
Mr and Mrs [redacted] purchased coverage for their Lexus on July 11, 2014. It stated, in the mailed advertisement they received, that Auto Service Agency is NOT affiliated with any manufacturer or dealership. It was also stated in the sales call,...

that the extended coverage for the Lexus would be through United Car Care, an A+ rated Revdex.com accredited administrator.
Mr. [redacted] called to cancel their coverage on February 8, 2016. This is a year and 7 months after purchase...well outside of the first 30 day full refund period.
Nr. [redacted] coverage was cancelled as he requested and he has received a prorated refund totaling $2,106.48.
He received a check for 295.00....refund of his down payemnt; and a check for $1,811.48 from United Car Care for the remaining portion of his prorated refund.
We believe Mr. [redacted] misunderstood that he would be receiving two checks, and filed this complaint after receiving the first check for his down payment.
We consider this matter as resolved.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] and [redacted] have received the refund as mentioned above. We were not aware the two check process. If that was mentioned in the call to cancel, it was missed because the customer service representative was TOO busy trying to strong arm us into keeping the policy and transfer it to a 1996 Toyota Tacoma. Maybe this complaint can be used for better training for their representatives!
Good luck to this company and thanks for the down payment and prorated refund!
The [redacted]