Fox Concrete

August 1, 2016VIA: SUBMITTED TO Revdex.com WEBSITEPatricia ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***MERCEDES CLKVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated July 25, 2016, enclosing
the above-referenced consumer complaintI would like to respond in the following manner: On August 18, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on August 25, (the attached "Service Contract").First Claim: On July 6, at 11:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing thrust arm, sway bar link and lower control arm issuesCARS then went over our claim procedures with the repair facility.On July 6, at 11:a.m., CARS reviewed our claim procedures with the repair facilityThe repair facility advised CARS that the thrust arm bushing, ball joints that attach to the thrust arms, both lower arm bushings and sway bars links had failedCARS advised the repair facility to fax CARS an estimate with part numbers and we would call him back after the estimate was reviewed.On July 11, at 8:a.m., the repair facility advised CARS that the customer removed the vehicle without any repairs being performedSince the vehicle was removed, the claim was closed.Second Claim: On July 13, at 1:p.m., a new repair facility advised CARS that the customer's vehicle was experiencing thrust arm/bushing, sway bar link and lower control arm issuesCARS then went over our claim procedures with the repair facility.On July 13, at 1:p.m., the repair facility advised CARS that there was a noise under the vehicleThe repair facility advised that the front thrust arms have excessive play from the ball jointsThe repair facility further advised that the front lower control arm bushings and the front sway bar had failedCARS then went over our claim procedures.On July 14, at 11:a.m., CARS reviewed with the repair facility the customer’s options of having the parts shipped to the repair facility or taking cash allowance towards the repair of their choiceCARS then requested that the repair facility fax CARS an estimate with part numbers and we would call him back after the estimate was reviewed.On July 18, at 8:a.m., CARS telephoned the repair facility to get the status of the customer’s claimThe repair facility advised that they would telephone CARS with the part numbers and that the vehicle was still at the repair facility.On July 20, at 2:p.m., CARS left a voice message for the customer to telephone CARS.On July 21, at 10:a.m., CARS returned he customer's voice message giving CARS permission to speak to her friend and spoke to the customer's friend who advised that MsWalton's vehicle was no longer at the repair facilityCARS explained the procedures for opening a new claim.As of today, August 1, 2016, a new claim has not been opened on behalf of the customer's vehicle.By the customer’s signature on her Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinIt is stated in your Service Contract under: "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility must provide CARS with an estimate and obtain an authorization number before any repairs are begun." Here, CARS requested an estimate with the part numbers for failed the thrust arms/bushings, sway bar link and lower control arms to your vehicle so that we would be able to determine what replacement parts/assemblies are covered under the customer's Service ContractAfter CARS receives and reviews this information, we will advise the repair facility/the customer on the options we have to assist the customer with the claim.Here, neither of the two repair facilities that opened claims on behalf of the customer’s vehicle supplied CARS with the requested estimate with part numbers so that we could move forward with the July 6, and July 13, claims made on behalf of the customer’s vehicle what components would be covered under the customer's Service Contract.Under the customer's Service Contract, we are not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform the customer what components are specifically? CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with an estimate listing the requested part numbers before CARS can move forward with the mechanical issues the customer’s vehicle is experiencing.The customer has Service Contract coverage through August 19, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Value Plus Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.JPM/jmm

Revdex.com:I have reviewed the response made by the business in reference to complaint ID? ***,? and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.Cars Protection Plus's verbose response eschews my specific complaint, which still standsSpecifically, Cars deliberately misrepresents their product to consumers in advertisingAnyone researching the terms of their product on their public-facing website is presented with the clause stating:"Cars has the option to select used, rebuilt or aftermarket components when authorizing repairs" (see Advertised Statement attachment)In the service contract, the language is changed to:"Cars has the option to select AND/OR SUPPLY used, rebuilt or aftermarket components when authorizing repairs" (see Contract Statement attachment)By omitting the "and/or supply" language from the advertised terms, Cars Protection Plus intentionally deceives consumers as to the actual value of Cars Protection Plus's products, grossly mischaracterizing the true value of the product being consideredI never would have purchased their products had the advertised terms accurately represented the value of their product.Such behavior is deceitful to consumers and therefore illegal according to the laws of the United States of America.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***

April 18, VIA:? Revdex.com WEBSITE Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA? ? RE: ? ? ? ? SUBARU LEGACY
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? *** ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? *** ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? *** ? Dear Ms***: ? CARS is in receipt of your letter dated April 10, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? CARS would like to respond as follows:? ? According to CARS’ records, the customer purchased the above-referenced vehicle on May 19, On that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved on May 26, 2018.? (See attached “Service Contract”)? First Claim:? On November 27, at 4:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing shaking and loss of power.? During the intake of the claim, the repair facility advised CARS that they did not perform tear-down; therefore, pursuant to the customer’s Service Contract, CARS advised the repair facility that the customer would have to move her vehicle to a repair facility able to perform tear-down.? The claim was then closed ? Second Claim:? On February 13, at 9:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issues.? CARS then reviewed CARS claim procedures with the repair facility.? Per the consumer complaint, the customer states that the dealership took her vehicle to the selling dealer’s repair facility? On February 13, at 10:a.m., the repair facility advised CARS that the customer’s vehicle was driven to the repair facility on January 8, (days earlier).? The repair facility advised CARS that the compression was low; however, no compression readings were available to provide to CARS.? The repair facility advised that the engine was burning oil and smoking.? The repair facility was unsure of the condition of the fluids, if the head gaskets were leaking or if the check engine light was displayed in the customer’s vehicle.? The repair facility then advised that they would get back to CARS with answers to CARS questions later.? CARS advised that in order to move forward with the mechanical claim made on behalf of the customer’s vehicle, CARS would need all the requested information.? CARS then reviewed CARS’ claim procedures with the repair facility? CARS then advised the repair facility to obtain the customer’s permission to tear-down the customer’s vehicle to the point of failure to verify the cause of failure and extent of damage to the customer’s vehicle.? CARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of her Service Contract.? CARS advised the repair facility to get back to CARS with their findings ? On February 13, at 10:a.m., the repair facility advised CARS that the engine in the customer’s vehicle was a turbo engine, the compression was 60-psi on all cylinders, the head gaskets were leaking oil and coolant and the vehicle was difficult to start.? The repair facility further advised that the engine in the customer’s vehicle was worn out? On February 13, at 1:p.m., after the repair facility verbally provided their estimate for the repair of the customer’s vehicle, CARS went over the amount CARS could authorize with the repair facility as follows:? CARS could supply the engine for $2,050.00.? CARS would also assist with the oil and coolant needed for the repair of the customer’s vehicle in the amount of $ProDemand labor guide stated that the repair should take hours to complete and the customer’s service contract pays up to $per hour.? ? Therefore, total labor covered was $The claim was also subject to a $deductible.? CARS explained that the total value of the claim after the deductible was applied was $2,502.45, and CARS could supply the part as stated above and pay $towards labor and fluids or pay $2,towards the repair of the customer’s choice.? CARS then asked the repair facility to get back CARS with the customer’s decision ? On February 13, at 2:p.m., CARS advised the repair facility that the cause of failure that they provided to CARS was low compression not a failed turbo; therefore, CARS was unable to authorize a new turbo for the customer’s vehicle.? CARS then advised the repair facility that a supplied engine would be covered until the customer’s Service Contract expired on May 26, 2018.? CARS advised the repair facility to review the expiration date of the customer’s Service Contract with her.? CARS further advised the repair facility that the customer was able to take a cash allowance from CARS to assist with the repair facility’s supplied engine? Three (3) days later, on February 16, at 10:a.m., CARS telephoned the repair facility to check on the status of the February 13, engine claim made on behalf of the customer’s vehicle.? The repair facility advised CARS that they would telephone CARS in an hour regarding the customer’s decision to use CARS’ supplied engine or take the cash allowance to use towards the repair of her vehicle? Five (5) days later, on February 21, at 9:a.m., CARS again telephoned the repair facility to check on the status of the February 13, engine claim made on behalf of the customer’s vehicle.? The repair facility advised CARS that they would telephone CARS in half an hour with customer’s decision to use CARS’ supplied engine or take the cash allowance to use towards the repair of her vehicle? Fourteen (14) days later, on March 7, at 4:p.m., the repair facility advised CARS that the customer would like for CARS to ship CARS supplied parts to the repair facility ? On March 7, at 4:p.m., after CARS was informed by our supplier that the cost of a supplied engine was now $2,450.00, CARS then provided an authorization in the total amount of $2,to the repair facility to begin the repairs to the customer’s vehicle ? On March 7, at 4:p.m., CARS gave an estimated arrival time of March 13, or March 14, for the supplied engine.? This is the last communication CARS had with the repair facility? On March 8, at 3:p.m., the customer telephoned CARS find out the status of her claimCARS reviewed the February 13, engine claim with the customer and the amount CARS was able to authorize for the repair of her vehicleThe customer then requested the VIN of the donor vehicle.? ? On March 8, at 4:p.m., CARS provided the customer with the VIN of the donor vehicle.? This is the last communication CARS had with customer? On April 2, 2018, pursuant to the Terms and Conditions of your Service Contract, CARS paid our supplier $2,for the supplied engine needed for the repair of the customer’s vehiclePlease see the attached invoice ? The last communication that CARS had with the repair facility regarding the repair of the customer’s vehicle was on March 7, 2018.? The last communication that CARS had with the repair facility regarding the repair of the customer’s vehicle was on March 8, 2018.? ? ? ? ? ? ? ? ? ? ? ? ? CARS has never been notified of any issues with the shipping or any mechanical issues with the CARS’ supplied engine that from the repair facility or the customer.? CARS’ supplier has also advised CARS that they have never spoken to the repair facility or customer regarding any issues with the shipping or any mechanical issues with the CARS’ supplied engine.? ? ? ? ? ? ? ? ? ? ? ? ? Neither, CARS nor CARS’ supplier have any knowledge of any delivery issues with the customer’s supplied engine.? Please see the attached FedEx tracking slip showing that the supplied engine was delivered on March 13, ? If the repair facility has found mechanical issues with the supplied engine, please have the repair facility contact CARS or CARS’ supplier? ? ? ? ? ? ? ? ? ? ? ? As of today, the repair facility has not submitted any invoice for payment of labor and fluids to CARS? ? ? ? ? ? ? ? ? ? ? ? CARS has processed the February 13, engine claim made on behalf of the customer’s vehicle pursuant to the Terms and Conditions of the customer’s Service Contract.? Any delays in the repair of the Customer’s vehicle is between the customer, the repair facility and the selling dealer ? The customer’s vehicle has Service Contract coverage through May 26, 2018.? If a claim is opened, CARS will process the claim to determine if the failed component is covered under the customer’s Service Contract.? If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service Contract.? ? Ms***, CARS hopes the above summary provides you with the information and timeline you are requestingWhen a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract that CARS sold and stands behind CARS’ products 100%.? If you have any further questions regarding this matter, please do not hesitate to contact my office? Sincerely, Jason *M*** ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? General Counsel ? JPM/jmm Attachment ? ? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.?
Regards,
*** ***

VIA: EMAIL/WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***AUDI AVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated December 14, 2016, and respond as follows: Pursuant to the customer's request, CARS had an independent inspection performed on the customer's vehicleThe inspection occurred on December 14, The independent inspector found that the TCM was located in the transmission panThe connector is part of the unit and comes out of the rear coverThe shop presented to the inspector a documented Code P0722, which was the output speed shaft sensor circuitThe shop also performed a diagnostic of the TCM and determined the unit was faultyThe TCM was already removed from the transmission during the inspection and the inspector could not verify the fault code with the battery being disconnectedThe TCM could not be tested due to disassemblyThe independent inspector opined that in order to access the TCM it was not necessary to disassemble the transmission, the transmission pan just needed to be removedThe inspector verified that the TCM in the customer's vehicle was located inside of the transmission pan and not inside the transmission housingThe inspector was not able to verify the TCM being faulty due to not being installed in the vehicleAttached please find photographs verifying that the transmission was not disassembled or removed from the vehicle and also verifying that the TCM is separate from the transmission housing and not an internally lubricated component inside the transmission.To reiterate, the customer's Service Contract states at: "COVERED COMPONENTS (Transmission): Lubricated parts contained within the transmission or transfer case housing; torques converter; bands; pump; pump housing; carrier assembly; planetary gears; chain; drums; ..." Additionally the customer's service contract states: COVERAGE LIMITED TO ABOVE COMPONENTS." Furthermore, under the Terms and Conditions at Paragraph 1(a): "COMPONENTS AND EXPENSES NOT COVERED: Components not listed regardless of failure."The customer's Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper) coverageVarious provisions of the customer's Service Contract inform him what components are specifically covered and his financial responsibility for the tear-down, diagnosis charges, filters, difference in labor rate, labor time, shop supplies, programming, non-covered components, maintenance items and taxes.As you can see from the independent inspector's findings, the TCM is not an internally lubricated part of the transmissionIn addition as stated in my original letter, the repair facility chosen by the customer to repair his vehicle advised CARS that the TCM is a separate unit and can be purchased separately.For all the reasons stated above, CARS stands behind its original decision and is not able to offer any assistance with the September 13, mechanical claim, because the TCM requiring repair is not an internally lubricated part of the transmission and is not covered component pursuant to the Terms and Conditions of the customer's Service Contract.At this time, CARS is requesting that the Revdex.com mark this complaint as answeredShould you have any further questions, please contact my officeThank you.Sincerely,?

*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: COMPLAINT ID #***JEEP GR CHEROKEE VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated August 1, enclosing the above-referenced consumer complaintI
would like to respond in the following manner: On September 15, 2015, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Limited Service Contract (Months/30,Miles) and the same was accepted with payment by CARS on September 21, 2015.First Claim: On March 11, at 2:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing engine issuesCARS then went over our claim procedures with the repair facility.On March 11, at 3:p.m., the repair facility advised CARS that they do not perform internal engine repairsCARS then advised that pursuant to the Terms and Conditions of the Service Contract, the customer must move her vehicleThe claim was then closed.Second Claim: On March 29, at 1:p.m., a repair facility advised CARS that the customer's vehicle was experiencing engine issuesCARS then reviewed our claim procedures.On March 29, at 1:p.m., the repair facility advised CARS that the customer's vehicle had codes for the catalytic converter and had used ten (10) quarts of oil in 3,milesCARS then reviewed our claim procedures.CARS then advised the repair facility to obtain the customer's authorization to tear- down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of his Service Contract.On April 1, at 10:a.m., the repair facility advised CARS that they cleaned the PVC system and advised the customer to drive her vehicle to see if the issues were still presentCARS advised the repair facility to open a new claim if the customer returned her vehicleThe claim was then closed.Third Claim: On July 29, at 4:p.m., the repair facility advised CARS thecustomer's vehicle was experiencing engine issuesCARS reviewed our claim procedures with the repair facility.On July 29, at 4:p.m., the repair facility advised CARS that the engine is using three (3) quarts of oil in 6,milesThe repair facility further advised that the engine was smoking and the catalytic converter code was displayedCARS then reviewed our claim procedures.CARS then advised the repair facility to obtain the customer's authorization to tear- down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear- down/diagnostic charges pursuant to the Terms and Conditions of his Service Contract.At this time CARS is waiting for the repair facility to let us know the cause of failure and the extent of damage so that we may move forward with the engine claim made on behalf of the customer's vehicle.By the customer's signature on the Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions contained thereinThe Service Contract states under Terms and Conditions 3(c): "SERVICE CONTRACT CLAIMPROCEDURES: A proper diagnosis shall include tear-down to the point of component failure, performed by the repair facility, to determine the cause of failure and the extent of damageYou are responsible for all charges relating to the tear-down and diagnosis of the vehicle.” We include teardown to the point of component failure in our diagnostics in order for CARS to determine if the failed component is coveredThis increases the probability that the vehicle will be repaired properly the first timeWe are not requiring unnecessary tear-down and diagnosis; we are only trying to determine the cause of failure and extent of damage to the customer's vehicle.The Service Contract states under Terms and 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from CARS." The Service Contract further states at 3(e) and at 3(g): "SERVICE CONTRACT CLAIM PROCEDURE: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” and "If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repair..." By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the? probability that the vehicle would be fixed right the first timeHere, however, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair her vehicle never provided CARS with its findings or an estimate prior to the repair of the customer's vehicleHere, in the customer's Revdex.com complaint, she is requesting a refund for repairs; however, CARS’ claim procedures were not followed; therefore, CARS is unable to refund the customer for any repairs performed by the repair facility.Under the customer's Service Contract, we are not required to cover the full cost of the repairThe Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it is not comprehensive (bumper to bumper) coverageVarious provisions of the Service Contract inform Mr*** what components are specifically covered and his financial responsibility for the tear down, diagnosis charges, filters, and taxes.CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service ContractHere, it is necessary for the repair facility to provide CARS with a proper diagnosis and extent of damage as stated in the above paragraphsCARS cannot move forward with the engine claim made on behalf of the customer’s vehicle until the repair facility provides us with the cause of failure to the engine and extent of damages to the customer’s vehicleAs it currently stands, the engine claim made on behalf of the customer's vehicle is neither approved nor denied by CARS.The customer has Service Contract coverage through September 21, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer’s Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Value Limited Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Jason P*** General CounselJPM/jmmAttachment

VIA: SUBMITTED TO Revdex.com WEBSITE*** ***Revdex.com of Western Pennsylvania Holiday Drive, Suite Pittsburgh, PA 15220RE: Complaint No***TOYOTA AVALON VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated
November 17, 2016, enclosing the above- referenced consumer complaintI would like to respond in the following manner: On March 18, 2013, the customer purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles] and the same was accepted with payment by CARS on March 19, (see attached Service Contract].On January 12, at 1:p.m., the customer advised CARS that there was a misfire on cylinder #and #and a possible ignition coil issuesCARS then reviewed the customer's Service Contract coverage and our claims proceduresCARS also reviewed repair facility criteria with the customer.On July 14, at 4:p.m., the customer advised CARS that his vehicle was experiencing CV joint and lower control arm issuesCARS reviewed ball joint/control arm coverage, Service Contract coverage and our claims proceduresWe also reviewed the $deductible pursuant to his Service Contract.On July 14, at 4:p.m., the customer telephoned CARS to go over the diagnostic chargesCARS then reviewed diagnostic, tear-down and parts and labor assistance pursuant to the customer's Service Contract.On July 15, at 10:a.m., a repair facility advised CARS that the customer's vehicle was experiencing a right inner tie rod, right CV shaft and alignment issuesCARS then reviewed our claims procedures.On July 15, at 1:p.m., the repair facility advised CARS that the customer's vehicle was experiencing a noiseThe repair facility advised that the noise was the result of a failed CV joint and right front inner tie rodThe repair facility advised that there were no other issuesCARS again went over our claim procedures with the repair facility.On July 15, at 2:p.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the axle for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor was $The claim was also subject to a $deductibleWe explained to the repair facility that the total value of the authorized claim after the deductible was applied was $CARS further explained that the customer had two (2) choices for assistance with the approved claim: CARS could either supply the parts as stated above or the customer could take a cash allowance totaling $to be used towards the specifically-authorized repairIf the customer chose for CARS to ship our supplied part, CARS would be able to assist with the labor in the amount of $The repair facility advised that they would get back to us with the customer's decision.On July 15, at 2:p.m., CARS reviewed the options we could assist with the repair of his vehicleThe customer was unhappy with our claim allowanceCARS advised the customer to have the repair facility telephone us with his decision.On July 18, at 8:a.m., the repair facility advised CARS that the customer took his vehicle without having the repairs performed on his vehicle.By the customer's signature on his Value Plus Service Contract acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractThe customer's Service Contract states under Terms and Conditions at Paragraph 3(f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used,rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we used the cost of the part to be calculated towards the total amount of the claimThe part could either be shipped to the repair facility or included in the amount of the claim allowance as previously statedIt is the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are to be tested by our suppliers and known to be in good working conditionNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed component.It is stated in the service contract: "LABOR: The authorized time for a repair will be based on Mitchell OnDemand labor guideThe hourly labor rate will be the repair facility's rate up to $per hourShould your repair facility's rate exceed this amount, you are responsible for the differenceNOT COVERED: tear-down and diagnosis." Here, on July 15, 2016, the repair facility advised CARS that the labor rate for the repair of the customer's vehicle was $per hourPursuant to the customer's Service Contract, he is responsible for any labor costs that are exceeded by the repair facility.Under the customer's Service Contract, we were not required to cover the full cost of the repairThe customer's Service Contract is limited in its duration, terms, conditions, and covered components; therefore, it was not comprehensive (bumper to bumper) coverageVarious provisions of the service contract inform the customer what components are specifically covered and his financial responsibility for the tear-down, diagnosis charges,? filters, difference in labor rate, labor time, shop supplies, programming, non-covered components, maintenance items and taxes.For all the reasons stated above, CARS is unable to provide any further assistance with the repair of the customer's vehicle.In his consumer complaint the customer states that he would like a refund of his Service ContractThe customer's service contract states:ADDITIONAL STATE DISCLOSURES: TEXAS: The Service Contract holder may cancel the contract at any timeIf a service contract holder cancels a service contract before the 31st day after the date of purchase, C.A.RS.:(a) Shall refund to the service contract holder the full purchase price of the contract, decreased by the amount of any claims paid under the contract;(b) may not impose a cancellation fee.If a service contract holder cancels a service contract before on or after the 31st day after the date of purchase, C.A.RS.:(a) Shall refund to the service contract holder the prorated purchase price of the contract, reflecting the remaining term of the contract based on mileage, time, or another reasonably measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and(b) may not impose a reasonable cancellation fee not to exceed $50.(c) A provider who does not pay the refund or credit the service contract holder's account before the 46th day after the notice of cancellation is received by the provider is liable to the service contract holder for each month an amount remains outstanding equal to percent of the amount outstandingThe penalty is in addition to the full or prorated purchase price of the contract that is owed to the service contract holder under this section or the terms of the contract.The customer is entitled to a prorated refund under Texas statuteCARS has calculated the amount due the customer as followsRetail cost of the Service Contract: Term of service contract - months $ 1,500.00Less forty-four [44] months proration@$per mo - $ 1,375.00Less service fee - $ 50.00Total refund owed by CARS Please note that CARS service contracts are sold wholesale to selling dealersThe selling dealer had a right to mark up the cost of the Service Contract for a profitTherefore, what the customer paid for her Service Contract (i.e$1,500.00) is not what CARS received for the cost of the customer's Service Contract; however, CARS is willing to pay the prorated refund based on the retail price of the Service Contract.It is the customer's decision whether he wants a refund or to keep his Service Contract coverage through his expiration date of March 19, CARS asks that the customer contacts CARS either directly or through the Revdex.com by December 9, 2016, with his decisionThe customer's Service Contract will remain in effect through December 9, 2016, or until we hear from him, whichever occurs first.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further question, please contact my office.Sincerely,? JPM/jmmAttachment?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
To Revdex.com:although I have read the response by Cars warranty, I still feel that they are not providing a fair warranty for there servicesyes I had (2) times I used the warranty over the time frame I have been paying for it, it does not state how many times you can use the servicethe other thing is this, that I stated before, how can they dictate what there going to pay for a local garage's hourly rateevery garage is different? thru-out the countrywhat if this would have been NYC or California, where pricing is times higher then PAplus they have? the right to supply the partsas stated I would have had to wait for the parts to arrive, and how do I know they would not have been junk partsmy garage got a reman power steering pump from NAPA, and had to send it back because it was badthese things happens.? the thing that really burns me is this, the stated that they paid a certain amount of the bill, and I know it is not a bumper to bumper warranty, but the amount they stated they paidfirst bill was $174.06, and if you think about this amount, each warranty has a $deducible, they only paid $74.06, out of a truly $bill from my garage.he next warranty claim was a lot worse, out of the $bill, they paid $145.00, and again, factor in the deductible of $100.00, so they really only paid $i know not all warranties are the same, but for a repair of this detail, this to me is not a fair? deal to the customer that pays for it monthly or out right.I have another warranty thru another company and paid outright for it, and had a $bill and my cost was like $360.00, and that includes the $deductibleso to me that was so much betterthere were willing to work with the garage on parts, labor, everythingso even though Cars protection plus states they can't make every customer happy, I have read there real review by real people, and everyone dealing with the same issues and complaints I have, makes me wonder how they have an A+ ratingthey have no section for reviews on there facebook page, because there they would get true reviewsall i'm saying is there out for there pockets, not a fair warranty for the customeryes I have cancelled my warranty, because it has not been a help to me at all
Regards,
*** ***

VIA:? ? ? ELECTRONICALLY THROUGH Revdex.com WEBSITE *** *** RE:? ? ? ? ? COMPLAINT ID #*** *** *** VIN (Last 8): *** OUR FILE NO.* *** Dear Ms*** I am in receipt of your letter dated August 6, 2015, enclosing the above-referenced consumer
complaint and respond as follows:? ? ? ? According to our records, the customer purchased the above- referenced vehicle on April 19, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on May 2, Since the inception of the customer's Service Contract, three (3) claims have been opened on behalf of the customer’s vehicle as follows: First Claim: On October 13, at 11:a.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing timing solenoid issuesWe then advised the repair facility that the timing solenoid is a non-covered component under the customer's Service Contract coverage; therefore, we were unable to assist with the repair of her vehicleSecond Claim: On October 28, at 9:a.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing timing chain issuesWe then went over our claim procedures with the repair facilityDuring the processing of the claim, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the timing set for $155.79, the timing gasket for $39.79, the valve gasket for $49.79, the oil pan gasket for $We could also authorize $towards fluids for the repairMitchell Demand labor guide stated that the repair should take hours to complete and the repair facility’s labor rate was $per hourTherefore, total labor covered was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $982.63, and we could supply the parts as stated above and pay $towards labor and $towards fluids for the repair or pay $towards the repair of the customer's choiceThe customer chose to the take the cash allowanceOn November 8, 2013, CARS paid $via credit card to the repair facility pursuant to the Terms and Conditions of the customer's Service ContractThe claim was then closed Third Claim: On June 1, at 2:p.m., CARS received a telephone call from the repair facility advising that the customer's vehicle was experiencing engine issuesWe then went over our claim procedures with the repair facilityOn June 1, at 3:p.m., CARS advised the repair facility to obtain the customer’s permission to teardown her vehicle to the point of component failureWe further advised that the cost of teardown/diagnostics were the responsibility of the customer per her Service ContractDuring the processing of the claim the repair facility advised CARS that the oil passages were restricted with hard carbon and the timing chain had made contact with the timing coverThe repair facility further advised that the #cylinder wall was heavily scouredOn June 24, at 2:p.m., after CARS received the cause of failure and estimate from the repair facility, CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the engine for $1,We could also authorize $towards fluid for the repairMitchell Demand labor guide stated that the repair should take hours to complete and the repair facility rate is $per hourTherefore, total labor covered was $The claim was also subject to a $deductibleWe explained that the total value of the claim after the deductible was applied was $2,623.90, and we could supply the parts as stated above and pay $toward fluids for the repair and $towards labor or pay $2,towards the repair of the customer's choiceOn June 24, 2015, the customer spoke to a Claims Manager and the Director of Operations advising that the customer wanted a new engine installed in her vehicleBoth the Claims Manager and Director of Operations advised the customer that pursuant to the Terms and Conditions of her Service Contract, CARS could supply a used engine for her vehicleOn June 30, at 1:p.m., CARS advised the repair facility that the engine supplied by CARS would arrive at the repair facility between July 3, and July 7, We also provided the repair facility with an authorization number to begin the repairs on the customer's vehicleOn July 8, at 11:a.m., the repair facility advised CARS that the customer was unhappy with rust on her engineCARS advised the repair facility to call CARS with any engine issuesOn July 8, at 4:p.m., a claims manager advised the customer that the supplied engine was the correct engine for her vehicleThe claims manager advised the customer that CARS would make the arrangements to pithe supplied engine and go over the claim allowance with the repair facilityOn July 9, at 8:a.m., CARS advised our supplier that the engine was to be picked up at the repair facility at no cost to the customerOn July 10, 2015, CARS sent the attached letter to the customer advising her of CARS' decision and her Service Contract coverage regarding her June 1, engine claimBy the customer’s signature on the Service Contract, she acknowledged that she has read, understood, and agreed to the Terms and Conditions of her Service ContractIt states under Terms and Conditions at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURES CARS has the option to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement part we use the cost of the part to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt was the customer's decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleAny supplied parts we provide are tested and known to be in good working conditionCARS works with suppliers that we trust to provide good, working, quality parts to our customersNowhere in our contract does it state that we must provide the customer with a new part when replacing a failed componentIt is stated on the service contract under labor: “The authorized time for a repair shall be based on the Mitchell OnDemand labor guideThe hourly labor rate will be the repair facility's rate up to $per hourShould your repair facility's rate exceed this amount, you are responsible for the difference.” Mitchell OnDemand labor guide states the removal and installation of an engine to the customer’s vehicle should take hours to completerPursuant to the Terms and Conditions of the customer's Service Contract, CARS is able to assist with hours of labor for the removal and installation of an engineCARS’ service contracts are to be utilized to assist with the repair of customers' vehicles and do not provide "all inclusive" coverageTherefore, pursuant to the customer’s Service Contract, CARS is not required to pay the full cost of the repairsThe Service Contract is limited in its duration, terms, conditions, and covered components and is not comprehensive (bumper to bumper] coverageVarious provisions of the Service Contract inform the customer what is specifically covered and the customer’s financial responsibility for the tear-down, diagnosis charges, filters, taxes, the difference in labor rates and deductibleAs stated in the above paragraphs, CARS is still willing to assist in the amount $2,However, for the reasons stated above, CARS is unable to offer any additional assistance above and beyond $2,for the June 1, mechanical claim made on behalf of the customer's vehicleTo reiterate, the supplied engine that CARS selected for the customer’s vehicle is pursuant to the Terms and Conditions of her Service ContractCARS also waived the $shipping fees associated with the return of the supplied engineThe customer has Service Contract coverage through May 2, If a claim is opened CARS will process will process the claim to determine if the failed component is covered under her Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer's Value Plus Service ContractWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact meJason ** *** General Counsel *** Attachments

April 19, 2018VIA:? Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA? 15220? RE: ? ? ? ? GMC
ACADIA? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? ***? Dear Ms***:? CARS is in receipt of your letter dated April 12, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? CARS would like to respond as follows:? ? According to CARS’ records, the customer purchased the above-referenced vehicle on December 23, On that same date, the customer also applied for a CARS Power Train Service Contract (Months/7,Miles) and the same was received with payment and approved on January 9, 2018.? (See attached “Service Contract”).? On February 19, at 9:a.m., the customer advised CARS that her vehicle needed a new timing chain.? CARS then reviewed the customer’s Service Contract coverage with her.? On February 19, at 10:a.m., CARS advises all incoming telephone callers that their telephone call may be recordedThe customer advised CARS in a recorded telephone call that the timing chain issues were present on the date she purchased her vehicle.? The customer advised CARS that the selling dealer had done numerous repairs to the vehicle; however, the issues with the vehicle were still present.? CARS again reviewed the customer Service Contract coverage with her.? The customer advised CARS that she was unhappy with the dealer for selling her a vehicle with issues.? CARS advised the customer that a mechanical claim would need to opened on behalf of vehicle.? On February 26, at 2:p.m., the customer advised CARS that the timing chain on her vehicle needed to be replaced.? ? On February 27, at 8:a.m., a repair facility advised CARS that the customer’s vehicle was experiencing timing chain issues.? CARS then reviewed CARS’ claim procedures with the repair facility.? On February 27, at 9:a.m., CARS’ management reviewed the February 27, timing chain claim made on behalf of the customer’s vehicle.? CARS found that during the February 19, (10:a.m.) recorded telephone call, the customer advised CARS that the issues with her vehicle were present on December 23, 2017, which was prior to Service Contract acceptance on January 9, Therefore, pursuant to the Service Contract, CARS was unable to assist with the repair of the customer’s vehicle.? On February 27, at 9:a.m., CARS advised the repair facility that CARS could not assist with the February 27, timing chain claim made on behalf of the customer’s vehicle because the timing chain issues were present on December 23, 2017, which was prior to Service Contract acceptance on January 9, 2018.? On April 2, at 1:p.m., CARS advised the customer that pursuant to the Terms and Conditions of her Service Contract, CARS was unable to assist with the February 27, timing chain claim made on behalf of her vehicle because the customer advised CARS that the timing chain issues were present on December 23, 2017, which was prior to Service Contract acceptance on January 9, 2018.? The customer’s telephone call was then transferred to CARS customer service manager.? On April 2, at 1:p.m., CARS customer service manager advised the customer that she stated in a recorded telephone call that the timing chain issues were present on December 23, 2017, which was prior to Service Contract acceptance on January 9, 2018.? The customer advised that the issue with her vehicle at that time had been due to a bad sensor.? CARS customer service manager advised the customer that CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service Contract.? The customer then requested to speak to the customer service manager’s supervisor.? On April 2, at 3:p.m., the customer advised CARS office manager that the previous issue with her vehicle was due to a bad sensor and the timing chain issues occurred after her Service Contract went into effect.? CARS office manager advised the customer that she would review the timing chain claim and requested that the customer provide her with invoices (attached) showing what had been replaced in the customer’s vehicle.? ? On April 12, 2018, CARS office manager advised the customer that she reviewed the February 27, timing chain claim made on behalf of the customer’s vehicle.? CARS office manager advised the customer that CARS was unable to assist with the repair of the customer’s vehicle.? The customer advised that her Service Contract was active on the date of purchaseCARS office manager then advised the customer that pursuant to her Service Contract, the Service Contract was not in effect until it was received by CARS with payment and approved by CARS which was on January 9, 2018.? ? On April 12, at 9:a.m., CARS claim director advised the customer that pursuant her executed Service Contract, the Service Contract did not go into effect until it was received with payment by CARS and approved by CARS which was on January 9, 2018.? ? By the customer’s signature on her Service Contract application, the customer acknowledged that she read, understood and agreed to its Terms and Conditions.? Directly above the customer’s signature, it states: “I have read, understand, and agree to the Covered Components and Terms and Conditions as stated on this entire Service Contract applicationThis Service Contract application does NOT go into effect until: (1) this completed application is received by CARS, (2) with proper payment, and (3) approved by CARS, which MAY BE DIFFERENT than My date of vehicle purchase.” Additionally, the Terms and Conditions at Paragraph 1(b) states: “COMPONENTS AND EXPENSES NOT COVERED:? Component failures occurring before the date CARS receives and approves this Service Contract application are not covered.” ? Here, as stated previously, on February 19, 2018, the customer advised CARS that her vehicle began to experience timing chain issues on December 23, 2017, which was prior to Service Contract acceptance on January 9, ? Based on the information provided by the customer, her vehicle began to experience issues prior to CARS acceptance of her Service Contract on January 9, 2018.? CARS was not aware of any mechanical issues with the customer’s vehicle when CARS approved the customer’s Service Contract applicationCARS does not accept service contract applications if CARS is made aware of mechanical failures prior to CARS receiving and approving the service contract application with payment.? If CARS had been made aware that the customer’s vehicle was experiencing mechanical issues prior to CARS’ acceptance of her Service Contract with payment on January 9, 2018, CARS would have rejected and sent back the customer’s Service Contract application with payment to the selling dealership.? ? When processing claims, CARS relies on the information that is received from the customer and the repair facility to determine if a repair is covered pursuant to the Terms and Conditions of the Service Contract.? As stated in the above paragraphs, the customer’s vehicle is not eligible for assistance with any failures that were present prior to CARS’ acceptance of this Service Contract on January 9, 2018.? For the reasons stated above, CARS is unable to assist with the repair of the customer’s vehicle.? However, the customer’s vehicle has Service Contract coverage through July 9, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her Service Contract.? If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service contract.? When a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract sold and stands behind CARS’ products 100%.? If you have any further questions regarding this matter, please do not hesitate to contact my office.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Jason ** M***General Counsel? JPM/jmmAttachments? ? ? ? ? ? ? ?

June 5, 2017VIA: Revdex.com WEBSITE*** *** ** *** *** *** *** *** *** ** ***RE: COMPLAINT ID# ***FORD MUSTANG GT VIN (Last 8): ***? OUR FILE NO.: ***Dear Ms***I am in receipt of your letter dated May 30, 2017, enclosing the
above-referenced consumer complaint and respond as follows:According to our records, the customer purchased the above-referenced vehicle on December 31, On that same date the customer also applied for a CARS Ultimate Value Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on January 5, (See attached "Service Contract")On May 30, at 1:p.m., the customer contacted CARS advising that the control arms and ball joints had been replaced in her vehicleThe customer advised that she had unsuccessfully attempted to contact CARS for a review of our claim procedures and was submitting a claim for the completed repairsThe customer then requested to speak to a supervisor.On May 30, at 1:p.m., the customer advised CARS customer service manager that she had both control arms and ball joints replaced at a repair facility over the Memorial Day weekendThe customer service manager reviewed our claim procedures with the customerThe customer service manager advised that we could not assist with the repair of the customer's vehicle since the proper claim procedures were not followedThe customer service manager then reviewed the Terms and Conditions of the customer's Service Contract with her.On May 31, 2017, CARS mailed a CARS’ Service Contract I.Dcard to the customer.By the customer's signature on her Ultimate Value Service Contract, she acknowledged that she read, understood and agreed to the Terms and Conditions of her Service ContractIt is stated in the customer's Service Contract under the Terms and Conditions at Paragraph 3(b): "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST call CARS at ###-###-#### to open a claim BEFORE any repairs have begun."The Service Contract further states at 3(e] and at 3(g]: "SERVICE CONTRACT CLAIM PROCEDURES: The repair facility MUST provide CARS with an estimate and obtain an authorization number BEFORE any repairs are begun.” and “If it is determined a covered component has failed and an estimate for the repairs is approved by CARS, an authorization number will be issued for the repairThe authorization number is valid for days from the date issuedAfter days the authorization number and claim are voidNo invoice will be processed without a valid authorization number, Your signature, repair facility's warranty on the repairs (if applicable) and repair facility's identifying information."Here, the customer did not follow the claim procedures outlined in her Service Contract by having a claim opened prior to having her vehicle repairedTherefore, CARS was unable to provide the repair facility with an authorization number to begin the repairs because the customer did not follow the claim procedures outlined in her Service Contract.By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, CARS was not given the opportunity to determine if the repairs (control arms and ball joints) would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair her vehicle never provided CARS with its findings or an estimate prior to the repair of her vehicleHere, CARS' claim procedures were not followed; therefore, pursuant to the Terms and Conditions of the customer's Service Contract, CARS was unable to pay for any repairs performed by the repair facility.For all the reasons stated above, CARS was correct in advising the customer that we were unable to assist with the repair of her vehicle since the repair to her vehicle was done prior to having a claim opened on behalf of her vehicle and CARS providing an authorization number for the repair of her vehicle.However, in a goodwill gesture, if the customer provides CARS with an invoice for the repair of her vehicle, CARS is willing to assist with the repair of the customer's vehicle as follows: If the claim procedures outlined in the customer's Service Contract werefollowed, CARS could have supplied the ball joints for $ProDemand labor guide stated the total repair should take hours to complete, and the customer's Service Contract pays $per hour for laborTherefore, total labor is $The claim would also be subject to a $deductible; however, CARS will waive the deductible for the customerTherefore, CARS can assist with repair of the customer's vehicle in the amount of $200.00.Regardless of when the claim would have been opened, CARS is unable to assist with the repair/replacement of the control arms because the control arms are not listed for coverage under the customer's Service Contract.If the customer is willing to accept our goodwill offer in the amount of $and provides us with the invoice for the repair of her vehicle, CARS will issue a check to the customer.The customer's Service Contract expires on January 5, Should the customer's vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under the service contractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of her Service Contract.When a claim is presented, CARS promptly investigates all circumstances surrounding the claimCARS honors every contract that we sell and we stand behind our product 100% to ultimately provide quality service at an affordable price to offset the cost of a covered repair.Sincerely,Jason **? M***General Counsel***Attachment

March 29, 2016VIA: Submitted to Revdex.com website*** ***RE: COMPLAINT ID# ***AUDIAVIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated March 29, 2016, enclosing the above-referenced consumer complaintI would like to respond in the following
manner: According to our records, the customer purchased the above-referenced vehicle on November 20, On that same date the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was received with payment and approved by CARS on November 29, 2014.On March 7, at 2:p.m., CARS received a telephone call from a repair facility advising that customer’s vehicle was experiencing engine issuesWe then went over our claim procedures.On March 7, at 3:p.m., the repair facility advised CARS the customer's vehicle was towed to the repair facility on March 7, The repair facility advised that customer's vehicle was misfiring, experiencing loss of power and the check engine light was displayedCARS then went over our claim procedures in detailCARS advised the repair facility to obtain the customer's authorization to tear-down his vehicle to the point of failure to verify the cause of failure and extent of damage to his vehicleCARS further advised that the customer was responsible for all tear-down/diagnostic charges pursuant to the Terms and Conditions of his Service ContractCARS further advised the repair facility to hold all parts and any repairs done without prior authorization would be denied by CARSCARS advised the repair facility to telephone CARS with their findings.On March 15, at 9:a.m., the repair facility advised CARS that cylinder #forward intake valve was damaged and need to be sent to a machine shop for diagnosisCARS reviewed with the repair facility that they would need to obtain the customer’s permission to send the head to the machine shopCARS further advised that pursuant to the Terms and Conditions of the customer's Service Contract, the customer was responsible for any diagnosis chargesCARS further advised that no repairs should be completed without authorization from CARSWe advised the repair facility to get back to us with their findings.On March 15, at 4:p.m., the customer telephoned CARS to check on the status of the claim and if we needed anything from him or the repair facilityCARS advised that everything was going well at? that time and we were waiting on the report from the machine shopWe explained that we would move forward with the claim when we received the machine shop's findings and their estimate for repair.On March 25, at 9:p.m., the repair facility advised CARS that there was no warpage found on the headThe repair facility advised that the customer's vehicle needed head bolts, gasket valve crank kit, intake valve, seals for the cam injector, timing chain guide and turbo solenoid valveThe repair facility further advised that upon start up there was a slight miss that could be coming from the high pressure fuel pumpThe repair facility faxed their invoice showing parts and labor charges for CARS' review.On March 25, at 9:a.m., in a recorded telephone call, the repair facility advised CARS that the customer’s vehicle had a slight miss on staand no recoding on staconfirming that the customer's vehicle had been repaired.On March 25, at 10:a.m., CARS advised the repair facility that pursuant to the Terms and Conditions of the customer’s Service Contract, CARS was unable to offer any assistance on the repairs to the customer’s vehicleThe repairs to the customer's vehicle were performed without prior authorization from CARSCARS advised the repair facility that we reviewed our claim procedures with them on March 7, and March 15, 2016.On March 25, at 10:a.m., CARS advised the customer that pursuant to the Terms and Conditions of his Service Contract, CARS was unable to offer any assistance on the repairs to the customer’s vehicleThe repairs to the customer’s vehicle were performed without prior authorization from CARSCARS advised the customer that we reviewed our claim procedures with the repair facility on March 7, and March 15, 2016.On March 25, at 11:a.m., a claims manager reviewed the claim with the customerThe claims manager advised the customer that CARS does not pay for unauthorized claims and that the repair facility was instructed by CARS to not to perform any repairs without prior authorization from CARSThe customer advised that he would like a refund of his Service ContractThe claims manager then referred the customer to our cancellation department.On March 25, at 11:a.m., the customer advised CARS that he would like to keep his Service Contract in effect but would like to review his Service Contract cancellation optionsCARS then reviewed his state's cancellations provisions with him.By the customer’s signature on his Service Contract the customer acknowledged that he read, understood and agreed to the Terms and Conditions contained thereinThe customer's Service Contract states under Terms and Conditions at Paragraph 1(c): "COMPONENTS AND EXPENSES NOT COVERED: Any repair done without prior authorization from C.A.R.S." Here, the repair facility chosen by the customer to repair his vehicle was advised by CARS that any repairs done without prior authorization would be denied by CARS on March 7, and March 15, However, the repair facility performed the repairs to the customer’s vehicle without prior authorization from CARS.The customer's Service Contract states under the Terms and Conditions at 3(e) and 3(g): "SERVICE CONTRACT CLAIM PROCEDURE: The repair facility must provide C.A.R.Swith anestimate before any repairs are begun." and "If it is determined that a covered component has failed and an estimate for the repairs is approved by C.A.R.S., an authorization number will be issued for the repair" and "...No invoices or receipts will be processed without a valid authorization number."? By requiring the claim procedures to be properly followed, CARS is able to calculate the money allowance if it is determined that the repair is covered under the Service Contract and it increases the probability that the vehicle would be fixed right the first timeHere, however, CARS was not given the opportunity to determine if the repairs would be covered and give authorization for the repair, prior to the repairs being performedThe repair facility chosen by the customer to repair his vehicle never contacted CARS with the cause of failure to his vehicle and never provided an estimate for the repair of his vehicle so CARS could move forward with the processing of the claim made on behalf of the customer's vehicle.As you can see from the above paragraphs, the repair facility was made fully aware of CARS’ claim procedures stated in the customer's Service ContractIn addition, our claim procedures were discussed with the customer on March 15, by the claims adjustor and the repair facility was made aware of CARS' claim procedures by the claims adjustor on March 7, and March 15, To reiterate, CARS was never given the opportunity to review the repairs made to the customer’s vehicle repair to determine if the failed component was covered pursuant the customer's Service Contract or to determine the amount we would be able to assist with the repair of the customer’s vehicle.As evidenced in the above paragraphs, CARS has fulfilled all of its obligations under the Terms and Conditions of the customer's Service Contract; therefore, we were unable to assist with the claim due to failure to follow proper claim procedures which must be followed by all CARS' customers.The customer has Service Contract coverage on his vehicle through November 29, Should the customer's vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under his Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact my office

RE:? ? ? ? ? ? COMPLAINT ID #*** CHEVY VIN (Last 8): OUR FILE NO.: C-*** Dear Ms*** I am in receipt of your letter dated October 13, 2015, enclosing the above-referenced consumer complaint and respond as follows: On June 5, 2014, the customer
purchased the above- referenced vehicleOn that same date, the customer also applied for a CARS Value Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on June 6, (the attached "Service Contract")On October 8, at 1:p.m., a mechanical claim was opened by a repair facility on behalf of the customer's vehicleThe October 8, claim is the reason for the customer's complaintCARS management has reviewed the mechanical claim made on behalf of the customerAt this time, CARS is willing to pay the total amount of $937.43, which is the repair facility's cost to repair the customer’s vehicleAttached please find a copy of the repair facility's invoice for the repairCARS has also waived the $deductibleUpon CARS receipt of the final invoice indicating that the repairs are completed and the repair facility has issued a warranty on parts and labor, CARS will pay the claim in the amount of $I hope that by CARS actions in covering the complete repairs on the customer's vehicle, he finds that CARS' response is satisfactory and the Revdex.com closes this complaint as resolvedWhen a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell, and we stand behind? our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me.Sincerely,Jason ** ***General Counsel? ?

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

April 10, 2018VIA:? Revdex.com WEBSITE Revdex.com of Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA? 15220? RE: ? ? ? ? DODGE
RAM? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VIN (Last 8):? ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OUR FILE NO.:? ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Revdex.com COMPLAINT NO.:? ***? Dear Ms***:? CARS is in receipt of your letter dated April 8, 2018, enclosing the customer’s consumer complaint regarding the above-referenced vehicle.? CARS would like to respond as follows:? ? According to CARS’ records, the customer purchased the above-referenced vehicle on June 24, On that same date, the customer also applied for a CARS Power Train Service Contract (Months/15,Miles) and the same was received with payment and approved on June 29, 2017.? (See attached “Service Contract”).? On March 29, at 1:p.m., the customer advised CARS that the oil pan on her vehicle needed to be replaced.? CARS advised the customer that the oil pan was listed for Service Contract coverage.? On April 3, at 4:p.m., a repair facility advised CARS that the customer’s vehicle was experiencing transmission issuesCARS then went over CARS claim procedures the repair facility.? On April 3, at 4:p.m., the repair facility advised CARS that the oil pan was leaking through the rust spots.? CARS advised the repair facility that pursuant to the customer’s Service Contract, the customer was responsible for replacement of the oil pan since the damage to the oil pan was a result of rust/corrosion.? CARS further advised that it is the customer’s responsibility to repair the oil pan so that no further rust/corrosion damage occurs.? By the customer’s signature on her Service Contract application, the customer acknowledged that she read, understood and agreed to its Terms and Conditions.? The customer’s Service Contract states at Paragraph (m):? “Components and Expenses Not Covered:? Damage from conditions of the environment, including rust and corrosion.”? Here, the repair facility advised CARS that the oil pan was leaking due to rust/corrosion.? The repair facility advised that the oil pan was leaking through the rust spots; therefore, CARS was unable to assist with the repair of the customer’s vehicle.? The customer’s Service Contract states at Paragraph (b): “CANCELLATION PROVISIONS:? After days, there is no refund for early termination except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder as stated…”? Pursuant to the Terms and Conditions of the customer’s Service Contract, she is not eligible for a refund of her Service Contract.? ? The customer’s vehicle has Service Contract coverage through June 29, Should the customer’s vehicle incur future mechanical problems, CARS will process the claim to determine if the failed component is covered under her Service Contract.? If the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of the customer’s Service Contract.? When a claim is presented, CARS fully investigates the circumstances surrounding the claim.? CARS honors every contract sold and stands behind CARS’ products 100%.? If you have any further questions regarding this matter, please do not hesitate to contact my office.? Sincerely,Jason ** M***General Counsel? JPM/jmmAttachments? ? ? ? ? ? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
Richard Atkins
Most of what CARS said is absolutely true except for the part of offering $to me to pay I was told that CARS would pay Mercedes the $to the dealership not me leaving me with a balance of over $to pay out of pocket Even though they state that their parts are to OE specs, once their parts are put on my vehicle, its voids everything on the vehicle and prevents holding Mercedes for any other failures in the event of a recall or other issues When I got the CARS contract from the dealership, I was provided with a yellow carbon copy with only the first page From the time of purchase, I have never had anything showing the terms and conditions on the contact, and CARS also have a recorded record of me calling on two separate occasions requesting information explaining what those terms were and what I am covered for They only thing I ever received directly from them was a hard cardstock sheet enclosed with a car that says I have a warranty with them, nothing of the terms or what I was covered for Again, my issues was not disagreeing with what the terms of their contract was, it was getting my vehicle fixed with the same parts that malfunctioned which were original OEM Its easy to there and accept aftermarket part and yes it might be warrantied by CARS, but I am looking at the overall effect which is how it voids everything else on my vehicle

RE: COMPLAINT ID #***BMW 135i VIN (Last 8): *** OUR FILE NO.: ***Dear Ms***:I am in receipt of your letter dated February 29, 2016, enclosing the above-referenced consumer complaintwould like to respond in the following manner: On or around June 16, 2014, the customer
purchased the above-referenced vehicleOn that same date, the customer also applied for a CARS Ultimate Plus Service Contract (Months/Unlimited Miles) and the same was accepted with payment by CARS on July 2, (the attached "Service Contract”).Since the inception of the customer’s Service Contract, two (2) mechanical claims were called in by repair facilities on behalf of the customer’s vehicle as follows:First Claim: On July 8, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer's vehicle was experiencing mechanical issues, specifically the left door latch and the left window regulatorWe then went over our claim procedures with the repair facility.On that same date, July 8, at 1:p.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the starter for $Mitchell OnDemand labor guide stated the total repair, including tear-down, should take hours to complete and the repair facility labor rate was $per hour for laborTherefore, total labor was $We explained that the total value of the claim was $312.00, and we could supply the part as stated above and pay $towards labor or pay $towards the repair of the customer's choiceThe repair facility advised CARS that the cash allowance would be used towards the repair of the customer's vehicle.On July 24, CARS paid the repair facility in the amount of $via credit card pursuant to the Terms and Conditions of the customer's Service ContractThe claim was then closed.Second Claim: On February 25, at 1:p.m., CARS received a telephone call from a repair facility advising that the customer’s vehicle was experiencing mechanical issues, specifically the rear turbo charger issuesWe then went over our claim procedures with the repair facility.On February 26, at 1:p.m., CARS went over the amount we could authorize for the claim with the repair facility as follows: We could supply the turbo charger for $and gaskets for $Mitchell OnDemand labor guide stated the total repair should take hours to complete, and the repair? facility labor rate was $per hour for laborCARS will also pay for hours of diagnostics/tear- down at the repair facility's $per hour labor rateTherefore, total labor was $1,We explained that the total value of the claim $1,380.00, and we could supply the part as stated and assist with the cost of labor in the amount of $1,or pay $1,towards the repair of the customer’s choiceThe repair facility advised that they would get back to CARS with the customer's decision.On February 29, at 11:a.m., CARS reviewed the claim with the customerThe customer advised that he did not want a used turbo chargerCARS advised that pursuant to the Terms and Conditions of the customer's Service Contract, CARS could offer a used turbo charger for the repair of the customer’s vehicle.By the customer’s signature on his Value Plus Service Contract he acknowledged that he read, understood and agreed to the Terms and Conditions of his Service ContractIt is stated in the Service Contract at Paragraph (f): "SERVICE CONTRACT CLAIM PROCEDURE: CARS has the right to select and/or supply used, rebuilt, or aftermarket components when authorizing repairs." When CARS selected the above-mentioned replacement parts we use the cost of the parts to either be shipped to the repair facility and to calculate the total amount of the claim as previously statedIt is the customer’s decision to either take the replacement part offered by CARS or the allowance towards the repair of the vehicleNowhere in our contract does it state that we must provide the customer with a new, rebuilt or remanufactured part when replacing a failed componentHere, the customer has the option of taking the cash allowance of $1,towards the repair of his choice or having CARS supply the used turbo charger and gasket.CARS would like to point out here that the turbo charger that was quoted to the customer and the repair facility did in fact have fewer miles than the turbo charger that was in the customer’s vehicleIt is very likely that the replacement turbo charger for the customer’s vehicle will have less mileage than the turbo charger in his vehicle; however, the original replacement turbo charger may no longer be available since several days have passed since we discussed this part with our supplier.At this time CARS is waiting to hear back from the repair facility regarding the customer's decision so that we may move forward with February 26, turbo charger claim.The customer has Service Contract coverage through July 2, If a claim is opened CARS will process the claim to determine if the failed component is covered under the customer's Service ContractIf the failed component is covered, CARS will authorize and pay the claim in accordance to the Terms and Conditions of his Service Contract.When a claim is presented to our company, we fully investigate the circumstances surrounding the claimWe honor every contract that we sell and we stand behind our product 100%If you have any further questions regarding this matter, please do not hesitate to contact me

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***