Regarding the most recent claim, the customer has confirmed confirmed that the vehicle was brought in for a noise which, as we previously stated, does not qualify as a breakdown to covered by the contract. Regarding the air condition condenser, customer acknowledged that SAP paid for it. The labor paid is for installation of the condenser. Lines are not covered by the contract therefore any labor associated with lines is the customer's responsibility. ASAP has not received a claim stating the air conditioning compressor has failed. It is unreasonable for the customer to request ASAP to provide a full refund and "eat the repairs." The customer's contract states regarding cancellation that any refund will be pro-rated, less claim payments as well.
Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our...
customers.
The customer purchased on 10/19/2015 and
provided a current vehicle mileage of 97,500. Immediately after account
registration by phone, the customer was sent a confirmation email. That email
contained the vehicle information provided by the customer, along with a
document requiring customer to provide exact vehicle mileage at that
time, VIN number and read and verify all customer and vehicle details
on the account. Customer then electronically signed the document confirming all
information within the document was accurate. This document was signed and returned
by the customer to ASAP on 10/24/2015. A hard copy contract reflecting the
information in the signed document was mailed to the customer on 10/26/15.
Customer
contacted ASAP on 11/4/2015 informing ASAP that the mileage information in the
contract was incorrect. ASAP updated the contract and sent an new email
confirmation reflecting the changes. That email confirmation stated an updated contract
start mileage of 94,795 (see attached) because of the mileage change from
97,500 to 93,795. The reason for the start mileage of 94,795 is due to a
standard 30 day and 1,000 mile required wait period for the contract to become
active.
12/7/2015
customer filed a claim with a current mileage of 94,112, which is well below the
contract start mileage of 94,795.
Because of
all of these discrepancies, combined with a claim filed prior to the contract
start, ASAP took the course of fully refunding the customer knowing that there
was no coverage available for that claim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
All of the information contained in the bill of sale is reflected on the title, which the warranty company already has. It's not clear why this document is needed, but I'd be happy to have my attorney forward it if they will provide a reason for the request, as well as the address and contact person they'd like it to go to.
For some reason, they still have not addressed why they fraudulently canceled my warranty after what is clearly normal driving habits and mileage. Discovery phase of the civil tort will begin shortly, during which all documents will also obviously be available. I'd like these concerns addressed prior to any additional documents being provided; I don't think this is an unreasonable request on my part.
The customer's response (rejection) has been received by ASAP. We called the customer to see about a resolution. The customer is unhappy that ASAP authorized the repair according to the contract signed by the customer. The customer has requested to receive a refund. A cancellation email has been sent to the customer.
I would like to thank the customer service representatives at American Standard Auto Protection. I had a big issue with my car's engine and my coverage with ASAP ended up saving me A LOT of money. I wasn't aware of some of the coverage until one of the customer service reps looked into my account and informed me that I may have additional coverage for my vehicle and was able to get me over to the claims department to have further assistance. He was very helpful.
COMPLAINT ID # [redacted] In response to this complaint, as you will see from documentation to be provided, the American Standard Auto Protection telecommunications systems were down due to technical difficulties from the telecom carrier. ASAP posted information on the website regarding...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11628964, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The most recent claim. I brought the car by because of yes a noise. Thinking my self it was a wheel bearing and my mechanic brought the car into the shop and diagnosed it to be what I figured it to be when he found play with the wheel bearing. The noise of it is what made me bring the car in since wheel bearing are safety issues and I have an infant and a 10 yr old child that I have to drive around so if this wheel bearing lets go and cause me to get into an accident the are responsible for not paying for the repair that they say the cover in their contract. The ac condenser is just like a radiator from the ac and the only way you can know that part has failed is if they start leaking and it does not state in the contract how it has to fail. they did pay for part of the ac repair. They sent my mechanic a new condenser and payed him for some of the labor of putting it in. It took longer for him to put in since one of the ac lines was frozen on and took longer to for him to remove. I had to pay out my pocket to replace that line since it started leaking. my whole ac system is bad in the car now he needs to put a new compressor in since that has since let go. So I would like them to start paying for the parts and labor to repair my car or give me a full refund with them eating the repairs that they payed for since I bought this contract to reduce my stress level if my car did need repairs. Otherwise I will be contacting a lawyer and suing them for causing me unnecessary stress. You can feel free to contact my mechanic for his thoughts on ASAP and he will gladly give them to you.
Thank you for bringing this matter to our attention. This matter has been investigated. Internal phone transcripts have found the customer was not told by the salesperson named in the complaint that the air conditioning system would be covered. After this was told to the customer, the customer...
requested to cancel the contract. ASAP sent an e-mail detailing the cancellation procedure to the customer. If the Revdex.com desires the phone recording for their records, it is readily available.
After review of this complaint, although ASAP has found no wrongdoing in this case, ASAP will provide the customer with a full refund. A cancellation form has been sent via email to the customer's email address on file. We request the customer sign the form electronically. ASAP requests the customer allow 12-14 business days for the refund to show on their statement.
Firstly it is important to point out the customer paid $1,500 for the contract, not $2,000 as the customer stated. The customer stated "They had no problem taking the $2,000 from me when purchasing this contract. As soon as something bad happens they fight to do anything to have you stuck with a car that needs work." Please note, within the first 89 days of the customer's contract ASAP paid out $939.03 in claims for this customer's vehicle.
The customer continued to reference under the Exclusions section his contract where it states "If the odometer is altered, disconnected, or inoperable so that the miles traveled cannot be accurately determined." This section of the contract refers to reasons why individual claims may be denied. We are acting in accordance with the cancellation terms of the contract which reserve the right for ASAP to administratively cancel a contract:"C. WE may cancel this CONTRACT at any time if: (ii) YOU made a material misrepresentation or substantially breached YOUR duties under this CONTRACT relating to the VEHICLE or its use; (vi) WE cannot determine the true mileage of the VEHICLE due to replacement, alternation, disconnection or failure of the Odometer"
The customer states that the mileage should have been recorded as one amount, yet it was recorded incorrectly due to human error. There is no way to truly confirm this statement. The customer supplied a legal document from the Pennsylvania Department of Transportation which records the mileage at the time the vehicle was purchased and also states it is the "ACTUAL MILEAGE." There is also a case of the customer misrepresenting the vehicle to ASAP. The customer states in his previous correspondence with the Revdex.com that the document should read 101,015 miles- that document is dated March 29,2016. On April 3, 2016 the customer signed the contract with ASAP confirming the vehicle had 99,600 miles.
The only mistake made by ASAP is the customer is due a refund of $40.53 based on the pro-rata method for calculating the refund.
Based on the legal document provided (see attached) and the customer's misrepresentation of the vehicle to ASAP, we have acted in accordance with the contract terms and conditions signed and agreed to by the customer.
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. I did in fact receive an email stating a full refund of $400.00, but it has not reached my account at this time.
Regards,
[redacted]
On 12/31/2015 the consumer purchased a Vehicle Service Contract from ASAP. The consumer signed the contract terms and conditions on 1/3/2016. On 2/23/16 a claim was filed by [redacted] Auto Repair on behalf of the consumer for 2 outer tie rods and an ignition coil. Because the failures were...
covered by the VSC, the claim was, reviewed, authorized and paid. On 5/23/2016 [redacted] Auto Repair submitted a new claim. The repair was for an electronic brake control module, which is not listed as a covered component in the contract. The air conditioning condenser was leaking as well. A leak is generally not a covered issue. The reason being is this a mechanical failure contract. A leak in the condenser aluminum is simply the result of freon gas corroding the aluminum causing it to become porous and leak. The part was not defective, it was leaking. Even though ASAP did not have a obligation to cover the claim under the guidelines of the contract, ASAP performed a goodwill courtesy and covered both repairs.On 8/11 [redacted] Auto Repair submitted a new claim. The consumer stated to the shop there is a noise coming from the front of the vehicle when driving. The shop stated the front wheel hub assembly is noisy. Noises are not considered a defect by the contract. Please see the attached signed contract, section Definitions, number 11, which discusses the contract covers defective parts. Please also see section titled Total Performance, which has a complete listing of all of the VSC covered components. The electronic brake control module is not listed.After a thorough review of all details of claims and diagnostics the claims have been:1. Covered in accordance with the terms and conditions.2. Covered although the terms do not allow coverage.3. Declined according to the terms of the VSC.
Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our customers.We have attempted to contact Mr. [redacted] to provide additional assistance regarding the cancellation email and cancellation form but have not been successful in...
reaching Mr. [redacted].We have attached copies of multiple emails sent to the customer's email address with a link to complete the cancellation form.American Standard Auto Protection requires all customers who wish to cancel, to complete a short cancellation form.Once the cancellation form has been completed, the customer's refund of $1,975.00 will be processed within 48 hours.According to our mailing system, the emails were sent successfully to Mr. [redacted]'s email address: [redacted]If Mr. [redacted] is having trouble receiving email from American Standard Auto Protection, Mr. [redacted] may access the cancellation form by visiting his member's portal at www.asapwarranty.com/members.html.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have not received a refund. PER your email, I sent this in September 27, 2016. I have yet to get my money back, this is unacceptable. I have already posted negative reviews all over and will continue to do so as ASAP is not a reputable, responsible, or customer friendly outfit.
Regards,
[redacted]
Thank you for bringing this matter to our attention. The consumer purchased a Vehicle Service Contract from ASAP on 4/7/2016, with mileage of 98,946. All contracts require a 30 day and 1,000 mile wait period in order activate coverage. The contract became active on 5/7/2016, and 99,946 miles....
(Note: the consumer stated the purchase price of $2,500. The consumer has a arranged a monthly payment plan with ASAP. To date, the consumer has paid $788.00.)On 7/18/2016 Mercedes Benz of Stockton contacted ASAP to initiate a claim. The mileage at the time of the claim was 101,101. The shop provided the following diagnosis to ASAP:Customer Came in For:CHECK ENGINE LIGHT IS ON, NO SYMPTOMSShop Diagnosis:SHOP FOUND THE INTAKE CAM SHAFT HAS AN INCORRECT POSITION ON BANK 2, STATING THIS IS A MECHANICAL FAILURE OF THE GUIDE WHEEL INSIDE THE ENGINE WHICH IS CAUSING THE CONCERN. SHOP STATES THIS FAILURE IS BASED ON THE CODE ITSELF AND EXPERIENCE. SHOP STATES THE ONLY WAY TO TRULY VERIFY AND DEMONSTRATE THE ROOT CAUSE OF THE CONCERN WOULD BE THROUGH A TEAR DOWN. SHOP RECOMMENDS REPLACING THE GUIDE WHEEL TO RESOLVE THE ISSUE. SHOP STATES THE TEETH ON THE SPROCKET CAN GET NUBBED OFF WHICH CAN CAUSE INCORRECT ROTATION OF THE TIMING CHAIN AND CAM IF THE FAILED GUIDE WHEEL IS NOT REPLACED. Error Code:2389 Error Description:BANK 2 INTAKE CAM SHAFT INCORRECT POSITIONBased on the diagnosis provided by the repairing facility, a Mercedes Benz Certified Dealership, a major point is their opinion of this being a MECHANICAL FAILURE. The Vehicle Service Contract has been active for only 1,155 miles. A mechanical failure of this magnitude would many thousands of miles to develop. The attached signed VSC states: (Exclusions, 12) "ANY REPAIR OF A SYSTEM, ANY EQUIPMENT OR PART IF IT IS DETERMINED THAT THERE IS A REASONABLE MECHANICAL PROBABILITY THAT THE CONDITION CAUSING THE FAILURE EXISTED PRIOR TO OR AT THE TIME OF PURCHASE OF YOUR CONTRACT, WHETHER KNOWN OR UNKNOWN AT THE TIME OF PURCHASE OF YOUR CONTRACT." Neither ASAP nor any of its competitors cover pre-existing conditions.After a thorough review of the details of this repair and the VSC terms and conditions it is determined ASAP has declined the repair in accordance with the VSC.
The customer brought her vehicle into the repair shop on 11/7/2016. The shop contacted ASAP with the vehicle diagnosis on Tuesday, 11/8/2016. The diagnosed stated:
sans-serif">SHOP FOUND THE REAR DRIVE SHAFT JOINT IS BOUND UP , THEY ATTEMPTED TO UNBOLT WHERE IT ATTACHES TO TRANSFER CASE, ALL OF THE BOLTS WERE LOOSE AND WIGGLING AT THE HEAD OF THE BOLTS , SHOP FOUND ALL THE BOLTS BROKE OFF FLUSH SEEMS TO HAVE HAPPENED DUE TO STRESS TO THE YOKE. SHOP REMOVED THE YOKE AND FOUND THERE IS 3/4 OF THE BROKEN BOLTS STUCK IN THE YOKE AND IRREMOVABLE, THE HEADS OF THE BOLTS WERE COMPLETELY SNAPPED OFF WHICH IS WHY IT SEEMED TO WIGGLE, SHOP RECOMMENDS REPLACING THE YOKE, DRIVE SHAFT AND BOLTS." Based on this dignosis, ASAP determined the ebst course of action would be to have the vehicle inspected. Due to the shop's location, the first possible inspection was to be Friday, 11/11/2016. The customer expressed a concern of being without a vehicle for interim so ASAP authorized a rental vehicle in order to assist the customer. The inspection took place as scheduled. On Monday 11/14/2016 the inspection report was submitted to ASAP.
The inspection report (see attached) states: "The front flange for the drive has 8 boltsall 8 bolts are broken�...⇄ are stuck in the flange, on the back of the transfer case. The front constant velocity joint binds in one direction only. Moves ...⇄directions. The boot is intact. There are no visible damage to drive�...⇄ any external leaks on the transmission. Cause of Failure: There is a failure of all 8 drive shaft to flange bolts from an un...⇄failure of the constant velocity joint as evident by the binding in ...⇄joint resulted in the vibration and may have caused the broken bolts....⇄ The inspector's report was not consistent with the shop's diagnosis- the shop stated the drive shaft failed and needed to be replaced, however the inspector determined it did not have any damage and was not in need of replacement. Because of the discrepancy ASAP took additional time to contact the inspection agency to confirm the accuracy of the information provided. After receiving such confirmation, the claim was approved for the failed parts only.
In closing, if the shop had done business honestly and avoided requesting replacement for parts that did not fail, the claim would have had a speedy approval with no need for inspection, thereby avoiding the delays suffered by the customer.
The customer purchased this Vehicle Service Contract on 8/1/2016, and signed the contract on 8/2/2016 (please see attached). The customer filed a claim on 9/6. The repairs needed we for the air conditioning system, and the brake pads and rotors. The contract does not cover those parts. The customer...
was never given advanced notice that the repair would be approved due to these parts not being eligible for coverage. After review, the claim was evaluated according to the terms of the Vehicle Service Contract.
Thank you for bringing this matter to our attention. At ASAP we strive to serve the consumer to best of our ability.
Please see the attached documents. The consumer was sent a confirmation email, detailing the terms, on the date of the purchase. A hard copy of the service contract...
reflecting the terms, was mailed as well. While we regret any miscommunication, the consumer brought their concern to our attention and requested a refund, which was completed without delay. As the customer has been refunded at their request, we hope this is a resolved matter.
Thank you,
ASAP Customer Service
Customer was refunded 07/19/2016 for a total of $595.00 as per her contract, customer is entitled to a prorated amount. ASAP's standard refund process takes anywhere from twelve to fourteen business days, client was refunded within ten business days of receiving required documentation to process her...
Regarding the most recent claim, the customer has confirmed confirmed that the vehicle was brought in for a noise which, as we previously stated, does not qualify as a breakdown to covered by the contract. Regarding the air condition condenser, customer acknowledged that SAP paid for it. The labor paid is for installation of the condenser. Lines are not covered by the contract therefore any labor associated with lines is the customer's responsibility. ASAP has not received a claim stating the air conditioning compressor has failed. It is unreasonable for the customer to request ASAP to provide a full refund and "eat the repairs." The customer's contract states regarding cancellation that any refund will be pro-rated, less claim payments as well.
Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our...
customers.
The customer purchased on 10/19/2015 and
provided a current vehicle mileage of 97,500. Immediately after account
registration by phone, the customer was sent a confirmation email. That email
contained the vehicle information provided by the customer, along with a
document requiring customer to provide exact vehicle mileage at that
time, VIN number and read and verify all customer and vehicle details
on the account. Customer then electronically signed the document confirming all
information within the document was accurate. This document was signed and returned
by the customer to ASAP on 10/24/2015. A hard copy contract reflecting the
information in the signed document was mailed to the customer on 10/26/15.
Customer
contacted ASAP on 11/4/2015 informing ASAP that the mileage information in the
contract was incorrect. ASAP updated the contract and sent an new email
confirmation reflecting the changes. That email confirmation stated an updated contract
start mileage of 94,795 (see attached) because of the mileage change from
97,500 to 93,795. The reason for the start mileage of 94,795 is due to a
standard 30 day and 1,000 mile required wait period for the contract to become
active.
12/7/2015
customer filed a claim with a current mileage of 94,112, which is well below the
contract start mileage of 94,795.
Because of
all of these discrepancies, combined with a claim filed prior to the contract
start, ASAP took the course of fully refunding the customer knowing that there
was no coverage available for that claim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
All of the information contained in the bill of sale is reflected on the title, which the warranty company already has. It's not clear why this document is needed, but I'd be happy to have my attorney forward it if they will provide a reason for the request, as well as the address and contact person they'd like it to go to.
For some reason, they still have not addressed why they fraudulently canceled my warranty after what is clearly normal driving habits and mileage. Discovery phase of the civil tort will begin shortly, during which all documents will also obviously be available. I'd like these concerns addressed prior to any additional documents being provided; I don't think this is an unreasonable request on my part.
Regards,
The customer's response (rejection) has been received by ASAP. We called the customer to see about a resolution. The customer is unhappy that ASAP authorized the repair according to the contract signed by the customer. The customer has requested to receive a refund. A cancellation email has been sent to the customer.
I would like to thank the customer service representatives at American Standard Auto Protection. I had a big issue with my car's engine and my coverage with ASAP ended up saving me A LOT of money. I wasn't aware of some of the coverage until one of the customer service reps looked into my account and informed me that I may have additional coverage for my vehicle and was able to get me over to the claims department to have further assistance. He was very helpful.
COMPLAINT ID # [redacted] In response to this complaint, as you will see from documentation to be provided, the American Standard Auto Protection telecommunications systems were down due to technical difficulties from the telecom carrier. ASAP posted information on the website regarding...
this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11628964, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The most recent claim. I brought the car by because of yes a noise. Thinking my self it was a wheel bearing and my mechanic brought the car into the shop and diagnosed it to be what I figured it to be when he found play with the wheel bearing. The noise of it is what made me bring the car in since wheel bearing are safety issues and I have an infant and a 10 yr old child that I have to drive around so if this wheel bearing lets go and cause me to get into an accident the are responsible for not paying for the repair that they say the cover in their contract. The ac condenser is just like a radiator from the ac and the only way you can know that part has failed is if they start leaking and it does not state in the contract how it has to fail. they did pay for part of the ac repair. They sent my mechanic a new condenser and payed him for some of the labor of putting it in. It took longer for him to put in since one of the ac lines was frozen on and took longer to for him to remove. I had to pay out my pocket to replace that line since it started leaking. my whole ac system is bad in the car now he needs to put a new compressor in since that has since let go. So I would like them to start paying for the parts and labor to repair my car or give me a full refund with them eating the repairs that they payed for since I bought this contract to reduce my stress level if my car did need repairs. Otherwise I will be contacting a lawyer and suing them for causing me unnecessary stress. You can feel free to contact my mechanic for his thoughts on ASAP and he will gladly give them to you.
Thank you for bringing this to our attention. ASAP Warranty will contact Mr. [redacted] on June 8, 2015ASAP Claims DepartmentAdvocacy Seciton
Thank you for bringing this matter to our attention. This matter has been investigated. Internal phone transcripts have found the customer was not told by the salesperson named in the complaint that the air conditioning system would be covered. After this was told to the customer, the customer...
requested to cancel the contract. ASAP sent an e-mail detailing the cancellation procedure to the customer. If the Revdex.com desires the phone recording for their records, it is readily available.
After review of this complaint, although ASAP has found no wrongdoing in this case, ASAP will provide the customer with a full refund. A cancellation form has been sent via email to the customer's email address on file. We request the customer sign the form electronically. ASAP requests the customer allow 12-14 business days for the refund to show on their statement.
Firstly it is important to point out the customer paid $1,500 for the contract, not $2,000 as the customer stated. The customer stated "They had no problem taking the $2,000 from me when purchasing this contract. As soon as something bad happens they fight to do anything to have you stuck with a car that needs work." Please note, within the first 89 days of the customer's contract ASAP paid out $939.03 in claims for this customer's vehicle.
The customer continued to reference under the Exclusions section his contract where it states "If the odometer is altered, disconnected, or inoperable so that the miles traveled cannot be accurately determined." This section of the contract refers to reasons why individual claims may be denied. We are acting in accordance with the cancellation terms of the contract which reserve the right for ASAP to administratively cancel a contract:"C. WE may cancel this CONTRACT at any time if: (ii) YOU made a material misrepresentation or substantially breached YOUR duties under this CONTRACT relating to the VEHICLE or its use; (vi) WE cannot determine the true mileage of the VEHICLE due to replacement, alternation, disconnection or failure of the Odometer"
The customer states that the mileage should have been recorded as one amount, yet it was recorded incorrectly due to human error. There is no way to truly confirm this statement. The customer supplied a legal document from the Pennsylvania Department of Transportation which records the mileage at the time the vehicle was purchased and also states it is the "ACTUAL MILEAGE." There is also a case of the customer misrepresenting the vehicle to ASAP. The customer states in his previous correspondence with the Revdex.com that the document should read 101,015 miles- that document is dated March 29,2016. On April 3, 2016 the customer signed the contract with ASAP confirming the vehicle had 99,600 miles.
The only mistake made by ASAP is the customer is due a refund of $40.53 based on the pro-rata method for calculating the refund.
Based on the legal document provided (see attached) and the customer's misrepresentation of the vehicle to ASAP, we have acted in accordance with the contract terms and conditions signed and agreed to by the customer.
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. I did in fact receive an email stating a full refund of $400.00, but it has not reached my account at this time.
Regards,
[redacted]
On 12/31/2015 the consumer purchased a Vehicle Service Contract from ASAP. The consumer signed the contract terms and conditions on 1/3/2016. On 2/23/16 a claim was filed by [redacted] Auto Repair on behalf of the consumer for 2 outer tie rods and an ignition coil. Because the failures were...
covered by the VSC, the claim was, reviewed, authorized and paid. On 5/23/2016 [redacted] Auto Repair submitted a new claim. The repair was for an electronic brake control module, which is not listed as a covered component in the contract. The air conditioning condenser was leaking as well. A leak is generally not a covered issue. The reason being is this a mechanical failure contract. A leak in the condenser aluminum is simply the result of freon gas corroding the aluminum causing it to become porous and leak. The part was not defective, it was leaking. Even though ASAP did not have a obligation to cover the claim under the guidelines of the contract, ASAP performed a goodwill courtesy and covered both repairs.On 8/11 [redacted] Auto Repair submitted a new claim. The consumer stated to the shop there is a noise coming from the front of the vehicle when driving. The shop stated the front wheel hub assembly is noisy. Noises are not considered a defect by the contract. Please see the attached signed contract, section Definitions, number 11, which discusses the contract covers defective parts. Please also see section titled Total Performance, which has a complete listing of all of the VSC covered components. The electronic brake control module is not listed.After a thorough review of all details of claims and diagnostics the claims have been:1. Covered in accordance with the terms and conditions.2. Covered although the terms do not allow coverage.3. Declined according to the terms of the VSC.
Thank you for bringing this matter to our attention. ASAP Warranty strives to provide excellent service to all of our customers.We have attempted to contact Mr. [redacted] to provide additional assistance regarding the cancellation email and cancellation form but have not been successful in...
reaching Mr. [redacted].We have attached copies of multiple emails sent to the customer's email address with a link to complete the cancellation form.American Standard Auto Protection requires all customers who wish to cancel, to complete a short cancellation form.Once the cancellation form has been completed, the customer's refund of $1,975.00 will be processed within 48 hours.According to our mailing system, the emails were sent successfully to Mr. [redacted]'s email address: [redacted]If Mr. [redacted] is having trouble receiving email from American Standard Auto Protection, Mr. [redacted] may access the cancellation form by visiting his member's portal at www.asapwarranty.com/members.html.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have not received a refund. PER your email, I sent this in September 27, 2016. I have yet to get my money back, this is unacceptable. I have already posted negative reviews all over and will continue to do so as ASAP is not a reputable, responsible, or customer friendly outfit.
Regards,
[redacted]
Thank you for bringing this matter to our attention. The consumer purchased a Vehicle Service Contract from ASAP on 4/7/2016, with mileage of 98,946. All contracts require a 30 day and 1,000 mile wait period in order activate coverage. The contract became active on 5/7/2016, and 99,946 miles....
(Note: the consumer stated the purchase price of $2,500. The consumer has a arranged a monthly payment plan with ASAP. To date, the consumer has paid $788.00.)On 7/18/2016 Mercedes Benz of Stockton contacted ASAP to initiate a claim. The mileage at the time of the claim was 101,101. The shop provided the following diagnosis to ASAP:Customer Came in For:CHECK ENGINE LIGHT IS ON, NO SYMPTOMSShop Diagnosis:SHOP FOUND THE INTAKE CAM SHAFT HAS AN INCORRECT POSITION ON BANK 2, STATING THIS IS A MECHANICAL FAILURE OF THE GUIDE WHEEL INSIDE THE ENGINE WHICH IS CAUSING THE CONCERN. SHOP STATES THIS FAILURE IS BASED ON THE CODE ITSELF AND EXPERIENCE. SHOP STATES THE ONLY WAY TO TRULY VERIFY AND DEMONSTRATE THE ROOT CAUSE OF THE CONCERN WOULD BE THROUGH A TEAR DOWN. SHOP RECOMMENDS REPLACING THE GUIDE WHEEL TO RESOLVE THE ISSUE. SHOP STATES THE TEETH ON THE SPROCKET CAN GET NUBBED OFF WHICH CAN CAUSE INCORRECT ROTATION OF THE TIMING CHAIN AND CAM IF THE FAILED GUIDE WHEEL IS NOT REPLACED. Error Code:2389 Error Description:BANK 2 INTAKE CAM SHAFT INCORRECT POSITIONBased on the diagnosis provided by the repairing facility, a Mercedes Benz Certified Dealership, a major point is their opinion of this being a MECHANICAL FAILURE. The Vehicle Service Contract has been active for only 1,155 miles. A mechanical failure of this magnitude would many thousands of miles to develop. The attached signed VSC states: (Exclusions, 12) "ANY REPAIR OF A SYSTEM, ANY EQUIPMENT OR PART IF IT IS DETERMINED THAT THERE IS A REASONABLE MECHANICAL PROBABILITY THAT THE CONDITION CAUSING THE FAILURE EXISTED PRIOR TO OR AT THE TIME OF PURCHASE OF YOUR CONTRACT, WHETHER KNOWN OR UNKNOWN AT THE TIME OF PURCHASE OF YOUR CONTRACT." Neither ASAP nor any of its competitors cover pre-existing conditions.After a thorough review of the details of this repair and the VSC terms and conditions it is determined ASAP has declined the repair in accordance with the VSC.
The customer brought her vehicle into the repair shop on 11/7/2016. The shop contacted ASAP with the vehicle diagnosis on Tuesday, 11/8/2016. The diagnosed stated:
sans-serif">SHOP FOUND THE REAR DRIVE SHAFT JOINT IS BOUND UP , THEY ATTEMPTED TO UNBOLT WHERE IT ATTACHES TO TRANSFER CASE, ALL OF THE BOLTS WERE LOOSE AND WIGGLING AT THE HEAD OF THE BOLTS , SHOP FOUND ALL THE BOLTS BROKE OFF FLUSH SEEMS TO HAVE HAPPENED DUE TO STRESS TO THE YOKE. SHOP REMOVED THE YOKE AND FOUND THERE IS 3/4 OF THE BROKEN BOLTS STUCK IN THE YOKE AND IRREMOVABLE, THE HEADS OF THE BOLTS WERE COMPLETELY SNAPPED OFF WHICH IS WHY IT SEEMED TO WIGGLE, SHOP RECOMMENDS REPLACING THE YOKE, DRIVE SHAFT AND BOLTS." Based on this dignosis, ASAP determined the ebst course of action would be to have the vehicle inspected. Due to the shop's location, the first possible inspection was to be Friday, 11/11/2016. The customer expressed a concern of being without a vehicle for interim so ASAP authorized a rental vehicle in order to assist the customer. The inspection took place as scheduled. On Monday 11/14/2016 the inspection report was submitted to ASAP.
The inspection report (see attached) states: "The front flange for the drive has 8 boltsall 8 bolts are broken�...⇄ are stuck in the flange, on the back of the transfer case. The front constant velocity joint binds in one direction only. Moves ...⇄ directions. The boot is intact. There are no visible damage to drive�...⇄ any external leaks on the transmission. Cause of Failure: There is a failure of all 8 drive shaft to flange bolts from an un...⇄ failure of the constant velocity joint as evident by the binding in ...⇄ joint resulted in the vibration and may have caused the broken bolts....⇄ The inspector's report was not consistent with the shop's diagnosis- the shop stated the drive shaft failed and needed to be replaced, however the inspector determined it did not have any damage and was not in need of replacement. Because of the discrepancy ASAP took additional time to contact the inspection agency to confirm the accuracy of the information provided. After receiving such confirmation, the claim was approved for the failed parts only.
In closing, if the shop had done business honestly and avoided requesting replacement for parts that did not fail, the claim would have had a speedy approval with no need for inspection, thereby avoiding the delays suffered by the customer.
The customer purchased this Vehicle Service Contract on 8/1/2016, and signed the contract on 8/2/2016 (please see attached). The customer filed a claim on 9/6. The repairs needed we for the air conditioning system, and the brake pads and rotors. The contract does not cover those parts. The customer...
was never given advanced notice that the repair would be approved due to these parts not being eligible for coverage. After review, the claim was evaluated according to the terms of the Vehicle Service Contract.
Thank you for bringing this matter to our attention. At ASAP we strive to serve the consumer to best of our ability.
Please see the attached documents. The consumer was sent a confirmation email, detailing the terms, on the date of the purchase. A hard copy of the service contract...
reflecting the terms, was mailed as well. While we regret any miscommunication, the consumer brought their concern to our attention and requested a refund, which was completed without delay. As the customer has been refunded at their request, we hope this is a resolved matter.
Thank you,
ASAP Customer Service
Customer was refunded 07/19/2016 for a total of $595.00 as per her contract, customer is entitled to a prorated amount. ASAP's standard refund process takes anywhere from twelve to fourteen business days, client was refunded within ten business days of receiving required documentation to process her...
refund.