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.
Regards,
ASAP AND I HAVE REACHED A SATISFACTORY RESOLUTION ON COMPLAINT ID
The customer is complaining of ASAP taking too long on this claim. The customer states the inspector took too long to come look at the car. The customer also says it took the shop 2 days to diagnose the car. The car was taken to the shop on 10/14/2016. The shop filed its diagnosis with ASAP on 10/18/2016. The attached repair order shows the vehicle was brought into the shop with 72,280 miles. The attached inspection report shows the inspection was completed on 10/21/2016 and the vehicle on that date had 72,884 miles. ASAP called the shop to find out why the vehicle was driven 604 miles during the 3 days between filing a claim for repairs and the vehicle being inspected. The shop stated they did not know the reason.
The shop filed a claim stating the turbo boost pressure sensor has electrically failed and was not communicating with the system and need to be replaced. Secondly, the valve cover gasket, oil filter housing gasket and oil pan gasket are all leaking to an active drip. Finally, the front left and right control arm bushings have play and leaks and need replacement.
ASAP sent a third party inspector to view the vehicle. The inspector's report states: "The was no failure to the turbo sensor shown, only a code set at 72,843 miles. There is seepage only from the valve cover gaset not active drips. There is a long term leak from the oil filter adapter gasket with oil running down the (engine) block and dripping off the oil pan at the front. The oil filter adapter gasket is consistent with a pre-existing conditions. There was no verified leak at the oil pan at this time. There is a failure of both lower control arm bushings as they are leaking fluid. This fluid leak appears to be shot term."
The claim outcome was provided as follows:
As per the inspection report: "There was no failure of the turbo sensor shown only a code set @ 72843 miles. There is seepage only from the valve cover gasket no active drips. There is a long term leak from the oil filter adapter gasket with oil running down the block and dripping off the oil pan at the front. The oil filter adapter gasket is consistent with a preexisting condition. There was no verified leak from the oil pan at this time. There is a failure of both lower control arm bushings as they are leaking fluid. This fluid leak appears to be short term." Front control arms are authorized for $258.92 for both, Shop's requested labor time (2.5 hours) is approved at the contract labor rate of $90.00 per hour, parts that have not failed (boost sensor) and pre-existing conditions are not covered. The total authorization is $483.92.
ASAP has acted properly in authorizing the covered repair and declining repair for pre-exiting conditions and non failed parts. The customer states the turbo is not functioning, however, the the car was driven 604 miles in the 3 days after the claim was filed by the repair facility.
The customer also signed a cancellation form agreeing to a refund amount and the refund has been processed and the contract has been cancelled.
I bought a warranty from asap. 6 months later I called asap and asked them how to file a claim. They told me to go to an ase repair location so I went to the Audi dealer. I took my car to the Audi dealer like they told me too. Asap approved the claim the same day. But when I went back the next day to pick up my car I had to wait another hour for the dealer to get paid. The Audi folks should have been paid before I got there.
Thank you for bringing this matter to our attention. The customer filed a claim on 8/31/2016 with vehicle mileage of 64,371. The repair facility stated that the MASS AIR FLOW SENSOR has failed and needed to be...
replaced. ASAP authorized and paid for the repair (please see the attached payment receipt and invoice.) On 10/6/2016 the customer filed a second claim with the vehicle at the same repair shop. The shop now stated the engine was misfiring and needed to be repaired. ASAP sent an independent, third party inspector to view the vehicle. The inspector discovered that the mass air flow sensor, which was paid for on the prior claim, was never actually replaced. The inspection report states: "There was no failure of the mass air flow sensor and it has not been replaced. The tech had it unplugged when he was doing the compression test so when the tech was cranking the engine over on the compression test it set the mass air flow sensor code." This constitutes obvious fraud which ASAP has not reason to tolerate. As a result, due to misrepresentation, the Vehicle Service Contract has been administratively cancelled and the customer was provided a pro-rata refund in accordance with the contract guidelines.
Denied my claim because the department store didn't put my VIN number on my receipt for the oil and filter for 2 of my 11 oil changes. They refunded $950.00 to my soon to be ex wife's acct after I told them and wrote them it was no longer a joint account. They sent two payments to an account that I provided a letter stating it was closed and are still holding over $450.00 with no answers. They have dodged dozens and dozens of e mails and phone calls over the past 3 months. They are crooked and the reviews they are getting proves it. This company is a scam. Not sure who the bigger crook is Robert B[redacted] or Alex G[redacted]. If prosecution by the Revdex.com is an option, I would LOVE to participate.
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.
In response to American Standard Auto Protection's message, most of the information they gave was of previous claims that have nothing to do with the current claim that brought up the issue. The current claim in discussion is the issue of the transfer case failing. Although there was a technicality error in paperwork leaving a discrepancy in mileage it is not due to an odometer issue, failure, alteration, etc. As stated in the contract ASAP attached in their message as a PDF file, "Exclusions" number 19 states that "If the odometer is altered, disconnected or inoperable so that the miles traveled cannot be accurately determined" (the part cannot be covered). After ASAP found the discrepancy on a single piece of paperwork and told me I could not be covered I assured them it was only a small mistake made in error and my odometer was not in failure. I also offered to take my vehicle to a BMW certified mechanic to have them make sure my odometer was operating properly. They refused my offer. I pleaded with them, assuring them that odometers are never known to work in reverse, making mileage less than what it truly is. After giving them this information they told me that it says in my contract that they may cancel due to a mistake in paperwork. I replied by saying that is a ridiculous thing to have on a contract because everyone makes mistakes on paperwork and everyone is human. I waited on hold for 10-15 minutes for them to find were it states in my contract involving paperwork mistakes and they could not find anything. Finally, they would not talk to me any further and assured me that they would not repair my vehicle and my contract was cancelled immediately. I believe it is ASAP's obligation to cover the expenses to fix my transfer case due to what the contract entitles. They had no problem taking $2000 dollars 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.
Regards,
[redacted]
ASAP received the inspection results. After complete claim evaluation, the customer was notified of the authorized repairs. The inspector also found there were repairs requested by the repair shop however the requested components were not failed.
American Standard Auto Protection is requesting of the customer to provide the bill of sale for his vehicle to further determine how to proceed with the customer's request.
On 11/9/2015 the customer purchased a Vehicle Service Contract from ASAP. The customer was sent a contract to sign and return to ASAP (see attached "Letter of Authorization". The document also requested the current vehicle mileage and VIN. The customer signed and returned this document on...
11/12/2015. The contract had a 30 day and 1,000 mile wait period prior to the contract becoming active. On /14/2016 a claim was initiated by a Stevens Creek BMW in Santa Clara, CA. The vehicle mileage at the time was 115,331. The repairs requested include a replacement transmission costing $8,500, an engine repair exceeding $12,000, cooling system leaks exceeding $1,200, as well as a failed vacuum pump, 2 rear control arms, two rear ball joints the rear trunk shocks, differential cover and rear active sway bar. The shop stated the total amount to repair the vehicle is "about $42,000.00." ASAP then requested the customer to submit all vehicle maintenance history. Upon review of the records, ASAP found the customer misrepresented his vehicle. On 11/12/2015, the same day the customer signed his contract stating there were 114,200 miles on the car, there is a maintenance document stating the vehicle had 114,347 (attached). The customer's contract states, "We may cancel this contract at any time if YOU made a material misrepresentation....relating to the vehicle or its use." Reporting incorrect mileage on a vehicle at the time of sign up is a major misrepresentation which, in a case like this, cannot be overlooked. Once this was discovered, the customer was refunded the full amount paid for the contract (see receipt attached) and administratively cancelled. Also, ASAP does not commit to sending a tow truck in the event of a breakdown. It is the customer's responsibility to arrange for towing, and towing is a limited reimbursement for covered claims.
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.
The bill for new AC in my Metta was $1115.79. The warranty co paid $575.98. Upon purchasing , I was told this was full coverage. The papers I hsve from this company sats nothing about partial coverage. It evev says" no deductable" I want the full amount paid or my $2300.00 back that I paid for full coverage
Regards,
COMPLAINT ID # 11516982 Regarding this complaint, the customer filed a claim for the vehicle's air conditioning system. The cause of failure was that the A/C blower motor and the blower motor regulator. The blower motor is listed in the vehicle service contract as a covered part. The...
regulator is not. The consumer became upset when informed of the coverage details. ASAP then offered a $100 courtesy authorization in addition to the blower motor coverage. The consumer accepted the $100 and proceeded to file with the Revdex.com. A copy of the Vehicle Service Contract electronically signed by the consumer, which discloses all the of the covered parts, is attached for review. Please see page 6 number 13 for A/C coverage details.
I purchased an extended warranty from American Standard Auto Protection. After sleeping on my decision for several days I decided that I did not need the warranty after all. When I called to cancel the policy, they canceled it without any hassle. I was treated with respect. If I ever decide to purchase an auto extended warranty I will call this company. In my book they deserve an A-plus rating.
Thank you for bringing this matter to our attention. ASAP
has reviewed the customer's claim history in its entirety. The following
information will show that ASAP doers its best to evaluate claims/repair needs
in fairness and...
according to the contract guidelines signed by the customer.
On 11.11.2015 Mr. [redacted] entered into Vehicle Service
Contract 70787046 with American Standard Auto Protection acknowledging and
accepting the Terms & Conditions with an electronic signature. The contract
had an effective start date of 12.11.2016 and start mileage of 61,446. A copy
of the signed contract is attached.
On 12.14.2015, just three days in contract, JL
Motorworks initiated a claim stating the drivers seat frame and passenger
rear window regulator were broken. both required replacement. The
seat from is a non covered item. The window regulator was authorized by ASAP
for the amount of $634.98 based on the contract guidelines.
On 2.16.2016 JL Motorworks initiated a claim stating the
coolant transfer pipe located under the intake manifold was leaking requiring
replacement. The consumer was informed pipes were not covered by the contract
and were listed as excluded, EXCLUSIONS, paragraph 18. The consumer responded
to ASAP stating the shop was reporting a failure to the engine valley pan and
intake gaskets, and the pipe requested by the shop was needed in conjunction with
the failed pan and gaskets. ASAP contacted JL Motorworks for clarification, who
confirmed the failure is to the pipe itself and the valley pan and gaskets are
needed in conjunction with the pipe. The vehicle mileage was 63,267.
On 2.29.2016 The vehicle mileage was 63,268. R&V Auto
Repair initiated a claim, voluntarily stating the vehicle was improperly
diagnosed by JL Motorworks. In addition to the coolant transfer pipe leaking, the water pump was also leaking. Due
to the inconsistent vehicle diagnosis, an inspector was dispatched through
Executive Auto Inspections, a national inspection and consulting company
utilized by the insurance and automotive sectors, to view the vehicle. This
third party professional inspection yielded a report which stated: The engine
is in the vehicle with parts removed to see the water pump. The water pump
o'ring (which is a seal) is leaking coolant where the water pump mounts to the
engine block. There is no gasket, just an o'ring seal. There are no signs of a
leaking coolant pipe. When the technician pressure tested the cooling system
the coolant was spraying back on the coolant pipe. The water pump is not
leaking, just the mounting o'ring seal. A copy of the report is also attached.
The consumer was informed stand alone leaking seals and gaskets are not covered
by the contract and were listed as excluded, EXCLUSIONS, paragraph 7.
The contract is quite clear, leaking seals and gaskets as
stand alone repairs are not covered. Seals and gaskets ARE covered only in
conjunction with the authorized repair or replacement of a covered part.
After re-review of the third party inspection report, the
claim was evaluated according to the contract Terms & Conditions.
COMPLAINT ID # 11537068 Regarding this complaint, the customer filed a claim and ASAP authorized the repair and shipped a part to the repair shop. The shop stated they never received the part. ASAP proceeded to authorize the repair using the part the shop had in stock. The paid invoice...
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.
ASAP RESPONSE TO COMPLAINT:
The customer purchased a Vehicle Service Contract on 8/1/2016. it became active on 8/31/2016. The customer filed 2 claims. The first claim was filed on 9/16/2016 for replacement of the engine turbo charger. ASAP does not cover pre-existing conditions. The next claim was filed 10/21/2016 for replacement of the high pressure fuel pump. This failure was caused by the lack of proper operation of the turbo. Because of continued operation of the vehicle, the turbo caused the fuel system to stress thereby causing the fuel pump to fail. ASAP does not cover failures due to neglect.
I apologize for the delay, unfortunately the Revdex.com email made its way into my spam inbox and I did not see the message in time.
This response in entirely inaccurate. After consulting with multiple mechanics, it has been determined that the turbo charger did NOT fail due to pre-existing conditions. It is mechanically improbable that the vehicle would operate with the a faulty compressor bearing for an extended period of time before causing the turbo to fail. When that part fails, it is a sudden mechanical breakdown. Furthermore, all maintenance has been completed and documented, and the vehicle certainly has not been neglected. Regarding the high pressure fuel pump, it did not have anything to do with the turbo failure. ASAP even told me this on the phone when they denied the claim (mind you, after I had been without a car for two weeks). The fuel pump failed due to a punctured internal diaphragm. The system operates entirely seperately from that of the turbo. I have contacted a lawyer and am currently pursuing a lawsuit for retroactive coverage of the denied claim.
Warm regards
[redacted]
Thank you for bringing this matter to our attention. On 8/26/2016 the customer brought the vehicle, a 2009 BMW 335i to the repair shop. The shop diagnosed the vehicle stating both...
Turbo Chargers, High Pressure Fuel pump, and Oxygen Sensor had failed and needed to be replaced. The turbos' waste gates were making noise, and the oxygen sensor and fuel pump had electrically failed. ASAP sent a third party independent inspector to view the vehicle and confirm the failures. Please see the attached inspection report which states: "The inspector verified a rattle noise and a hesitation at cruise speed, but the tech could not show the cause of the noise or the hesitation at this time. Further diagnosis and possible disassembly is required to verify the noise and any turbo failure. There was no verified turbo waist gate failure at this time. There was no verified failure of the high pressure fuel pump or the RFI (oxygen sensor) sensor at this time." On 9/1/2016 ASAP informed the customer and shop of the inspectors findings. The customer stated he would authorize the shop to disassemble and perform further diagnosis so the failures can be confirmed by the inspector. On 9/8/2016 the shop called stated the disassembly was complete and requested the re-inspection to take place on 9/12/2016. The inspection took place as scheduled. The inspection report (also attached) states: " The inspector verified there is a rattle noise from the engine and a hesitation at cruising speed, but no check engine light. The source of the noise and the hesitation was still not verified by the inspector as the vehicle was not disassembled to the point of failure." We have also attached a photo of the engine compartment taken at the time of the re-inspection. The photo shows, as the report states, there has been no disassembly. In closing, ASAP cannot assist in a scenario where false information is provided by a customer or repair facility in relation to any claims needs. It is unreasonable for the customer to request a full refund of all monies paid. Please note that on 8/9/2016 the customer filed a claim for the Low Pressure Fuel Pump which was authorized by ASAP and paid for the amount of $435.90. The customer is also requesting a $500 "inconvenience" fee. The customer was not "strung along." ASAP has done its utmost to assist the customer with repairs only to be given false information at the point of the claim.
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.
Regards,
COMPLAINT ID # 11550657 Per this complaint request by the consumer, a full refund was provided on August 3, 2016. Please see the attached refund transaction receipt.
Thank you for bringing this matter to our attention. The customer purchased the contract on July 28th 2016. The contract became effective 30 days later on August 27th, 2016, with an effective mileage of 103,700. The customer has electronically signed the Vehicle Service Contract, agreeing to...
all of the terms and conditions (please see attached). On September 19th, 2016, with the vehicle mileage of 104,237, the customer took her vehicle to a repair facility. The shop filed a claim for both front drive axles, leaking valve cover gaskets, and air conditioning vent actuator, and the drive belt and tensioner. ASAP dispatched a 3rd party, ASE certified inspector to view the vehicle. The inspector's report verifies the failures are all pre-existing to the contract (please attached). In her written complaint to the Revdex.com, the customer stated her reason for purchasing the Vehicle Service Contract was because she suspected the car needed work. The Service Contract discusses pre-existing conditions will not be covered by ASAP (please see attached, Section "Exclusions" number 12). The customer was informed of the claim and requested to cancel. The customer was sent an e-mail with cancellation instructions. After review of the claim and the contract terms and conditions, ASAP has acted in accordance with the contract.
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.
Regards,
ASAP AND I HAVE REACHED A SATISFACTORY RESOLUTION ON COMPLAINT ID
The customer is complaining of ASAP taking too long on this claim. The customer states the inspector took too long to come look at the car. The customer also says it took the shop 2 days to diagnose the car. The car was taken to the shop on 10/14/2016. The shop filed its diagnosis with ASAP on 10/18/2016. The attached repair order shows the vehicle was brought into the shop with 72,280 miles. The attached inspection report shows the inspection was completed on 10/21/2016 and the vehicle on that date had 72,884 miles. ASAP called the shop to find out why the vehicle was driven 604 miles during the 3 days between filing a claim for repairs and the vehicle being inspected. The shop stated they did not know the reason.
The shop filed a claim stating the turbo boost pressure sensor has electrically failed and was not communicating with the system and need to be replaced. Secondly, the valve cover gasket, oil filter housing gasket and oil pan gasket are all leaking to an active drip. Finally, the front left and right control arm bushings have play and leaks and need replacement.
ASAP sent a third party inspector to view the vehicle. The inspector's report states: "The was no failure to the turbo sensor shown, only a code set at 72,843 miles. There is seepage only from the valve cover gaset not active drips. There is a long term leak from the oil filter adapter gasket with oil running down the (engine) block and dripping off the oil pan at the front. The oil filter adapter gasket is consistent with a pre-existing conditions. There was no verified leak at the oil pan at this time. There is a failure of both lower control arm bushings as they are leaking fluid. This fluid leak appears to be shot term."
The claim outcome was provided as follows:
As per the inspection report: "There was no failure of the turbo sensor shown only a code set @ 72843 miles. There is seepage only from the valve cover gasket no active drips. There is a long term leak from the oil filter adapter gasket with oil running down the block and dripping off the oil pan at the front. The oil filter adapter gasket is consistent with a preexisting condition. There was no verified leak from the oil pan at this time. There is a failure of both lower control arm bushings as they are leaking fluid. This fluid leak appears to be short term." Front control arms are authorized for $258.92 for both, Shop's requested labor time (2.5 hours) is approved at the contract labor rate of $90.00 per hour, parts that have not failed (boost sensor) and pre-existing conditions are not covered. The total authorization is $483.92.
ASAP has acted properly in authorizing the covered repair and declining repair for pre-exiting conditions and non failed parts. The customer states the turbo is not functioning, however, the the car was driven 604 miles in the 3 days after the claim was filed by the repair facility.
The customer also signed a cancellation form agreeing to a refund amount and the refund has been processed and the contract has been cancelled.
I bought a warranty from asap. 6 months later I called asap and asked them how to file a claim. They told me to go to an ase repair location so I went to the Audi dealer. I took my car to the Audi dealer like they told me too. Asap approved the claim the same day. But when I went back the next day to pick up my car I had to wait another hour for the dealer to get paid. The Audi folks should have been paid before I got there.
Thank you for bringing this matter to our attention. The customer filed a claim on 8/31/2016 with vehicle mileage of 64,371. The repair facility stated that the MASS AIR FLOW SENSOR has failed and needed to be...
replaced. ASAP authorized and paid for the repair (please see the attached payment receipt and invoice.) On 10/6/2016 the customer filed a second claim with the vehicle at the same repair shop. The shop now stated the engine was misfiring and needed to be repaired. ASAP sent an independent, third party inspector to view the vehicle. The inspector discovered that the mass air flow sensor, which was paid for on the prior claim, was never actually replaced. The inspection report states: "There was no failure of the mass air flow sensor and it has not been replaced. The tech had it unplugged when he was doing the compression test so when the tech was cranking the engine over on the compression test it set the mass air flow sensor code." This constitutes obvious fraud which ASAP has not reason to tolerate. As a result, due to misrepresentation, the Vehicle Service Contract has been administratively cancelled and the customer was provided a pro-rata refund in accordance with the contract guidelines.
Denied my claim because the department store didn't put my VIN number on my receipt for the oil and filter for 2 of my 11 oil changes. They refunded $950.00 to my soon to be ex wife's acct after I told them and wrote them it was no longer a joint account. They sent two payments to an account that I provided a letter stating it was closed and are still holding over $450.00 with no answers. They have dodged dozens and dozens of e mails and phone calls over the past 3 months. They are crooked and the reviews they are getting proves it. This company is a scam. Not sure who the bigger crook is Robert B[redacted] or Alex G[redacted]. If prosecution by the Revdex.com is an option, I would LOVE to participate.
The consumer called in and stated her complaint is resolved.
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.
In response to American Standard Auto Protection's message, most of the information they gave was of previous claims that have nothing to do with the current claim that brought up the issue. The current claim in discussion is the issue of the transfer case failing. Although there was a technicality error in paperwork leaving a discrepancy in mileage it is not due to an odometer issue, failure, alteration, etc. As stated in the contract ASAP attached in their message as a PDF file, "Exclusions" number 19 states that "If the odometer is altered, disconnected or inoperable so that the miles traveled cannot be accurately determined" (the part cannot be covered). After ASAP found the discrepancy on a single piece of paperwork and told me I could not be covered I assured them it was only a small mistake made in error and my odometer was not in failure. I also offered to take my vehicle to a BMW certified mechanic to have them make sure my odometer was operating properly. They refused my offer. I pleaded with them, assuring them that odometers are never known to work in reverse, making mileage less than what it truly is. After giving them this information they told me that it says in my contract that they may cancel due to a mistake in paperwork. I replied by saying that is a ridiculous thing to have on a contract because everyone makes mistakes on paperwork and everyone is human. I waited on hold for 10-15 minutes for them to find were it states in my contract involving paperwork mistakes and they could not find anything. Finally, they would not talk to me any further and assured me that they would not repair my vehicle and my contract was cancelled immediately. I believe it is ASAP's obligation to cover the expenses to fix my transfer case due to what the contract entitles. They had no problem taking $2000 dollars 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.
Regards,
[redacted]
ASAP received the inspection results. After complete claim evaluation, the customer was notified of the authorized repairs. The inspector also found there were repairs requested by the repair shop however the requested components were not failed.
American Standard Auto Protection is requesting of the customer to provide the bill of sale for his vehicle to further determine how to proceed with the customer's request.
Thank you
On 11/9/2015 the customer purchased a Vehicle Service Contract from ASAP. The customer was sent a contract to sign and return to ASAP (see attached "Letter of Authorization". The document also requested the current vehicle mileage and VIN. The customer signed and returned this document on...
11/12/2015. The contract had a 30 day and 1,000 mile wait period prior to the contract becoming active. On /14/2016 a claim was initiated by a Stevens Creek BMW in Santa Clara, CA. The vehicle mileage at the time was 115,331. The repairs requested include a replacement transmission costing $8,500, an engine repair exceeding $12,000, cooling system leaks exceeding $1,200, as well as a failed vacuum pump, 2 rear control arms, two rear ball joints the rear trunk shocks, differential cover and rear active sway bar. The shop stated the total amount to repair the vehicle is "about $42,000.00." ASAP then requested the customer to submit all vehicle maintenance history. Upon review of the records, ASAP found the customer misrepresented his vehicle. On 11/12/2015, the same day the customer signed his contract stating there were 114,200 miles on the car, there is a maintenance document stating the vehicle had 114,347 (attached). The customer's contract states, "We may cancel this contract at any time if YOU made a material misrepresentation....relating to the vehicle or its use." Reporting incorrect mileage on a vehicle at the time of sign up is a major misrepresentation which, in a case like this, cannot be overlooked. Once this was discovered, the customer was refunded the full amount paid for the contract (see receipt attached) and administratively cancelled. Also, ASAP does not commit to sending a tow truck in the event of a breakdown. It is the customer's responsibility to arrange for towing, and towing is a limited reimbursement for covered claims.
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.
The bill for new AC in my Metta was $1115.79. The warranty co paid $575.98. Upon purchasing , I was told this was full coverage. The papers I hsve from this company sats nothing about partial coverage. It evev says" no deductable" I want the full amount paid or my $2300.00 back that I paid for full coverage
Regards,
COMPLAINT ID # 11516982 Regarding this complaint, the customer filed a claim for the vehicle's air conditioning system. The cause of failure was that the A/C blower motor and the blower motor regulator. The blower motor is listed in the vehicle service contract as a covered part. The...
regulator is not. The consumer became upset when informed of the coverage details. ASAP then offered a $100 courtesy authorization in addition to the blower motor coverage. The consumer accepted the $100 and proceeded to file with the Revdex.com. A copy of the Vehicle Service Contract electronically signed by the consumer, which discloses all the of the covered parts, is attached for review. Please see page 6 number 13 for A/C coverage details.
I purchased an extended warranty from American Standard Auto Protection. After sleeping on my decision for several days I decided that I did not need the warranty after all. When I called to cancel the policy, they canceled it without any hassle. I was treated with respect. If I ever decide to purchase an auto extended warranty I will call this company. In my book they deserve an A-plus rating.
Thank you for bringing this matter to our attention. ASAP
has reviewed the customer's claim history in its entirety. The following
information will show that ASAP doers its best to evaluate claims/repair needs
in fairness and...
according to the contract guidelines signed by the customer.
On 11.11.2015 Mr. [redacted] entered into Vehicle Service
Contract 70787046 with American Standard Auto Protection acknowledging and
accepting the Terms & Conditions with an electronic signature. The contract
had an effective start date of 12.11.2016 and start mileage of 61,446. A copy
of the signed contract is attached.
On 12.14.2015, just three days in contract, JL
Motorworks initiated a claim stating the drivers seat frame and passenger
rear window regulator were broken. both required replacement. The
seat from is a non covered item. The window regulator was authorized by ASAP
for the amount of $634.98 based on the contract guidelines.
On 2.16.2016 JL Motorworks initiated a claim stating the
coolant transfer pipe located under the intake manifold was leaking requiring
replacement. The consumer was informed pipes were not covered by the contract
and were listed as excluded, EXCLUSIONS, paragraph 18. The consumer responded
to ASAP stating the shop was reporting a failure to the engine valley pan and
intake gaskets, and the pipe requested by the shop was needed in conjunction with
the failed pan and gaskets. ASAP contacted JL Motorworks for clarification, who
confirmed the failure is to the pipe itself and the valley pan and gaskets are
needed in conjunction with the pipe. The vehicle mileage was 63,267.
On 2.29.2016 The vehicle mileage was 63,268. R&V Auto
Repair initiated a claim, voluntarily stating the vehicle was improperly
diagnosed by JL Motorworks. In addition to the coolant transfer pipe leaking, the water pump was also leaking. Due
to the inconsistent vehicle diagnosis, an inspector was dispatched through
Executive Auto Inspections, a national inspection and consulting company
utilized by the insurance and automotive sectors, to view the vehicle. This
third party professional inspection yielded a report which stated: The engine
is in the vehicle with parts removed to see the water pump. The water pump
o'ring (which is a seal) is leaking coolant where the water pump mounts to the
engine block. There is no gasket, just an o'ring seal. There are no signs of a
leaking coolant pipe. When the technician pressure tested the cooling system
the coolant was spraying back on the coolant pipe. The water pump is not
leaking, just the mounting o'ring seal. A copy of the report is also attached.
The consumer was informed stand alone leaking seals and gaskets are not covered
by the contract and were listed as excluded, EXCLUSIONS, paragraph 7.
The contract is quite clear, leaking seals and gaskets as
stand alone repairs are not covered. Seals and gaskets ARE covered only in
conjunction with the authorized repair or replacement of a covered part.
After re-review of the third party inspection report, the
claim was evaluated according to the contract Terms & Conditions.
COMPLAINT ID # 11537068 Regarding this complaint, the customer filed a claim and ASAP authorized the repair and shipped a part to the repair shop. The shop stated they never received the part. ASAP proceeded to authorize the repair using the part the shop had in stock. The paid invoice...
and receipt are attached.
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.
ASAP RESPONSE TO COMPLAINT:
The customer purchased a Vehicle Service Contract on 8/1/2016. it became active on 8/31/2016. The customer filed 2 claims. The first claim was filed on 9/16/2016 for replacement of the engine turbo charger. ASAP does not cover pre-existing conditions. The next claim was filed 10/21/2016 for replacement of the high pressure fuel pump. This failure was caused by the lack of proper operation of the turbo. Because of continued operation of the vehicle, the turbo caused the fuel system to stress thereby causing the fuel pump to fail. ASAP does not cover failures due to neglect.
I apologize for the delay, unfortunately the Revdex.com email made its way into my spam inbox and I did not see the message in time.
This response in entirely inaccurate. After consulting with multiple mechanics, it has been determined that the turbo charger did NOT fail due to pre-existing conditions. It is mechanically improbable that the vehicle would operate with the a faulty compressor bearing for an extended period of time before causing the turbo to fail. When that part fails, it is a sudden mechanical breakdown. Furthermore, all maintenance has been completed and documented, and the vehicle certainly has not been neglected. Regarding the high pressure fuel pump, it did not have anything to do with the turbo failure. ASAP even told me this on the phone when they denied the claim (mind you, after I had been without a car for two weeks). The fuel pump failed due to a punctured internal diaphragm. The system operates entirely seperately from that of the turbo. I have contacted a lawyer and am currently pursuing a lawsuit for retroactive coverage of the denied claim.
Warm regards
[redacted]
Thank you for bringing this matter to our attention. On 8/26/2016 the customer brought the vehicle, a 2009 BMW 335i to the repair shop. The shop diagnosed the vehicle stating both...
Turbo Chargers, High Pressure Fuel pump, and Oxygen Sensor had failed and needed to be replaced. The turbos' waste gates were making noise, and the oxygen sensor and fuel pump had electrically failed. ASAP sent a third party independent inspector to view the vehicle and confirm the failures. Please see the attached inspection report which states: "The inspector verified a rattle noise and a hesitation at cruise speed, but the tech could not show the cause of the noise or the hesitation at this time. Further diagnosis and possible disassembly is required to verify the noise and any turbo failure. There was no verified turbo waist gate failure at this time. There was no verified failure of the high pressure fuel pump or the RFI (oxygen sensor) sensor at this time." On 9/1/2016 ASAP informed the customer and shop of the inspectors findings. The customer stated he would authorize the shop to disassemble and perform further diagnosis so the failures can be confirmed by the inspector. On 9/8/2016 the shop called stated the disassembly was complete and requested the re-inspection to take place on 9/12/2016. The inspection took place as scheduled. The inspection report (also attached) states: " The inspector verified there is a rattle noise from the engine and a hesitation at cruising speed, but no check engine light. The source of the noise and the hesitation was still not verified by the inspector as the vehicle was not disassembled to the point of failure." We have also attached a photo of the engine compartment taken at the time of the re-inspection. The photo shows, as the report states, there has been no disassembly. In closing, ASAP cannot assist in a scenario where false information is provided by a customer or repair facility in relation to any claims needs. It is unreasonable for the customer to request a full refund of all monies paid. Please note that on 8/9/2016 the customer filed a claim for the Low Pressure Fuel Pump which was authorized by ASAP and paid for the amount of $435.90. The customer is also requesting a $500 "inconvenience" fee. The customer was not "strung along." ASAP has done its utmost to assist the customer with repairs only to be given false information at the point of the claim.
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.
Regards,
COMPLAINT ID # 11550657 Per this complaint request by the consumer, a full refund was provided on August 3, 2016. Please see the attached refund transaction receipt.
Thank you for bringing this matter to our attention. The customer purchased the contract on July 28th 2016. The contract became effective 30 days later on August 27th, 2016, with an effective mileage of 103,700. The customer has electronically signed the Vehicle Service Contract, agreeing to...
all of the terms and conditions (please see attached). On September 19th, 2016, with the vehicle mileage of 104,237, the customer took her vehicle to a repair facility. The shop filed a claim for both front drive axles, leaking valve cover gaskets, and air conditioning vent actuator, and the drive belt and tensioner. ASAP dispatched a 3rd party, ASE certified inspector to view the vehicle. The inspector's report verifies the failures are all pre-existing to the contract (please attached). In her written complaint to the Revdex.com, the customer stated her reason for purchasing the Vehicle Service Contract was because she suspected the car needed work. The Service Contract discusses pre-existing conditions will not be covered by ASAP (please see attached, Section "Exclusions" number 12). The customer was informed of the claim and requested to cancel. The customer was sent an e-mail with cancellation instructions. After review of the claim and the contract terms and conditions, ASAP has acted in accordance with the contract.