Panda Express Restaurant

RE: Complaint ID # [redacted] Consumer: [redacted] Dear Ms***, This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 10, Mr [redacted] states in his rejection that he was not aware of any surcharge Mandatory Surcharges are listed on the front page of Mr***’s AutoSource contract directly above the Purchaser Acknowledgement section which was signed Mr*** I would like to bring your attention to Mr***’s original complaint dated May 20, wherein the consumer quotes from his AutoSource contract: “Turbo/Supercharger: (Only with Applicable Surcharge)” To now state that he is not aware of this surcharge is contrary to his original acknowledgement where he references the Turbo/Supercharger surchargeWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Tell us why here
Dear Ms***,
This letter is in response to the consumer’s complaint dated August 9, regarding the above matter. On July 14, 2016, the consumer called AutoSource indicating that he wished to cancel his contract. This call was handled by our Dealer
Services Group and in this instance; Mr*** was advised of our cancellation policy which is stated in the General Provisions section, Point #of the consumer’s AutoSource contract The contract states that a cancellation can only occur within the first thirty days of purchase or in the event of repossession or a total loss for insurance purposes. The statement: “Provider shall add a ten percent penalty per month to any refund that is not made within thirty days of submission of a valid timely cancellation request” refers to a ten percent penalty imposed on AutoSource if the cancellation is not refunded within thirty days of a valid cancellation submissionThe AutoSource contract is in compliance with all New York State regulatory requirements
Subsequently, on July 18, 2016, *** *** opened a claim on behalf of Mr***In doing so, *** *** stated that the thermostat needed to be replaced at a cost of $1,321.37. The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. The thermostat is not a named covered component and as such Mr***’s claim was denied and a declination letter was sent to the email provided
I have included for your records a complete copy of the consumer’s contract, a copy of the invoice from *** ***, and a copy of the declination letter for his claim. We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter
Very truly yours,
Denise C
Customer Service Manager

Complaint: ***
I am rejecting this response because:
The parts that were replaced are intake and exhaust valves that are named in the parts that are coveredThe box from the manufacture states that they are intake and exhaust valvesThe Warranty company chose to call them something else to avoid payingI am not asking for the thermostat costPer the shop ***, they stated that since they replaced all other parts they replaced the thermostat as a precautionThis company take advantage of people who are not familiar with enginesThe contract states that intake and exhaust valves are includedThe parts replaced were intake and exhaust valvesCompany inserted on word between intake valve to scam their way out of payingIf the consumer that falls for their scam was familiar with every part that an engine has, They would know how to fix it and wouldn't need the companies warranty.The dealer that sold me the warranty informed me that he stopped dealing with this company due to their dishonesty and scams
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This ia a second wordy attempt for AutoSource to explain away paiyning for a covered claim. Listing the repair history still has nothing to do with, and is no reason for denying the latest claimAutoSource is asking for Maintenance Records that they already have on fileThey provided the proof when listing all the claims they claim to have paid for in their rebuttalAutoSource claims to have paid for all of these repairs, when in fact they paid less than a third for each repairAs I stated earlier, AutoSource will only pay the lowest dollar amount for for used, refurbished, or salvaged parts they can find on the world wide webtruly they search for the lowest price they can find from any source, no matter the quality of the itemAutoSource will not pay present day labor rates eitherTo further support my statement, research the repair cost for any or all of the repairs AutoSource listed as being paid for by themYou will find that AutoSource only paid fractions on the dollarAutoSource also states that they DO NOT have a stated timeframe to provide records (records they already have), but the fact remains that they still denied my claim in two and a half days despite my verbal and written request for an extensionAutoSource wnats us to believe thier hour request time is to meet repair facilities holding timeThe repair facility doing the work on my vehicle was willing to give me the time to satisfy AutoSource's request without charging storage fees. LIERa very nasty word, but when it fits, it has to be usedAutoSource claims to have sent me email requests to my email address (which they have correct), but I recieved no emailed request for recordsWhat I did recieve from AutoSource is a slew of emails Autosource in over the past years for prior situations, and one denial email for the repair in questionWhy is this ?If you dont believe my testimony to AutoSource's poor and deceitful businesses practices, please search the web for testimony of past and present clientsThere are many out thereEveryone cant be lying. Again, the repair was a coverable repair according to the Adjuster sent by AutoSourceas well as AutoSource's contractAutoSource needs to honor the repair
Regards,
*** ***

Tell us why here
Dear Ms***,
This letter is to acknowledge receipt of the consumer’s rejection for the above referenced complaint received on May 26, 2016. In our previous correspondence dated May 23, 2016, all facts were stated. Mr*** in his original complaint dated May 20, 2016, acknowledges the fact that the wastegates are not named cover componentsAutoSource processes all claims based upon the Terms and Conditions contained in the AutoSource contract.
We regret the consumer’s frustration in this regard; however, the fact remains that the wastegates are not covered by his AutoSource contract
Very truly yours,
Denise C
Customer Service Manager

Dear Ms***, *** *** is no longer an employee at AutoSource. The email she sent was in error Mr***’s contract was received and paid for from the selling dealer, *** *** ** *** ***Mr***’s contract has been and still is an active contract with AutoSource We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Tell us why here
Ms***
*** May 23,
Revdex.com of New Jersey
Whitehorse-Hamilton Square Road
Building A, Suite
Hamilton, NJ
RE: Complaint ID #***
Consumer: *** ***
Dear Ms***,
This letter is in response to the consumer’s complaint dated May 20, regarding the above matterOn May 19, 2016, * * * Auto opened a claim on behalf of Mr***. In doing so they stated that the
wastegates on both turbochargers failed and they needed to replace both turbochargers
The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. Mr*** has Gold Component Coverage and in the coverage section under the Turbo/Supercharger category it states the following: “(only with applicable surcharge) The following internal lubricated parts: vanes, shafts, bearings, and housing (if damaged by the failure of a covered part)…Coverage limited to above named components.” The wastegates are what failed and are not named covered components in the AutoSource contractAs such, Mr***’s claim was declined
Mr***’s complaint states the same information which I have provided in this letter
There is also a clause in the AutoSource contract which states “I further acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Pages and of this ESC…” This statement is directly above the Customer’s Signature line on the front page of the contract and was signed by Mr***.
I have included for your records a complete copy of the Mr***’s contract and a copy of the declination letter sent to Mr***’s email, which he provided.
We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter
Very truly yours,
Denise C
Customer Service Manager

Complaint: ***
I am rejecting this response because:
I am not sure what this company is trying to pullin the covered components parts they state that crankshaft internal timing chain or gears, Intake and exhaust valves,The parts that were replaced are the timing for the crankshaftThe company does not specify which intake and exhaust valve they cover Which I believe is the excuse that the use to get out of payingThe valves that were replaced on my vehicle states intake and exhaust valves in GermanI can provide the boxPlus they are the parts that control the timing for the crankshaft. This company is manipulating the wording of the parts to avoid meeting there obligationAnd If the Revdex.com cares to check online the reputation and the complaints of clients of this company that got cheated, It will show that this company have a record of cheating clients.,
Regards,
*** ***

This letter is in response to the consumer’s complaint dated April 6, regarding the above matterThe AutoSource contract contains a clause which states “I acknowledge that I have read this ESP in its entirety and understand and accept all Terms and Conditions as stated herein, including the
material Terms and Conditions contained in the “Your Responsibilities” and “Claims Procedures” sections appearing on the reverse side of this ESP.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by Ms***.
The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. Ms*** purchased a platinum contract with AutoSource. I call your attention to the reverse side of the contract where the Platinum Component Coverage is outlined. Each paragraph ends with the statement “Coverage limited to above named components.”
Ms*** has had three claims with AutoSource dated April 2, for a transmission conductor plate, July 2, for a blower motor and resistor, and October 23, for a roof shade frame, centrifuge cover, and to reseal the transfer caseIn each instance, the mentioned components are not named covered components in Ms***’s AutoSource contract and accordingly the repairs would not be covered and the claims were declinedA declination letter for each claim was sent to Ms*** at the email which she provided
I have included for your records a complete copy of the consumer’s contract and a copy of each declination letter for the three claims. We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter

On May 9, AutoSource spoke with the owner of the selling dealer and confirmed the following information to them: 1. Contract in question was not in the AutoSource system when we originally heard from the consumer, *** ***2. The involved contract was sold on April 26, and the consumer’s email request for cancellation was received on April 28, 2017. 3. As this contract was not originally in our system the consumer was referred to the selling dealer forwhatever refund would be due.4. Subsequently, the contract was faxed to us and AutoSource was not paid for it.5. As such, any refund due to the consumer is to come from the selling dealer.6. AutoSource considers this contract to be null and void and no monies are due to the consumer from AutoSource. We trust that this letter will satisfy the consumer’s complaint and allow you to close your file on this matter. Very truly yours, Denise C***Customer Service Manager

Complaint: ***
I am rejecting this response because:There are in fact several service bulletins on nengine waste gate defect, again auto source is still harping on a waste gate issue when in fact the turbos are blownAuto source is more than welcome to pay for labor to remove the turbos and inspect them for themselvesThis is again typical auto source tactics to avoid paying for said covered item
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
All your claims are nothing but untrue,accusation to your customer.I repeatedly ask autosource for deny my claim.According to your company the reason of my deny my claim at initial is the mechanic *** conduct diagnost to my car which the mechanic donounce your claim as accusation.You call the mechanic and request for the receipt which the mechanic fax it to you autosource and it's stated clearly at the bottom of receipt it was mechanical failure,which you Autosource demand the mechanic to make a changes on his statement but the mechanic reject your changes or claim,fax the receipt to Revdex.com or allow them to call the mechanic for further investigation.your business is nothing but a failure to your customers Autosource
Regards,
*** ***

Dear *** *** This letter is in response to your letter dated October 13, 2016, regarding the above matter. Mr*** called AutoSource on Thursday, October 13, 2016, to inquire about a refund since he had sold his vehicle last week. The cancellation policy was
explained to *** *** in detail and that there was no refund as once the vehicle was sold the AutoSource contract became null and void The AutoSource contract under “General Provisions” section, point #states that the contract can only be cancelled for a pro-rated refund if the vehicle is repossessed or a total loss for insurance purposesAlso in the same section, point #states “…this ESC will become null and void upon the sale or title transfer of Your Vehicle.” The AutoSource contract has a “Purchaser Acknowledgement” section wherein it states the following: “This ESC document contains the entire agreement between the Purchaser and the Provider and supersedes any oral or written statements made to me with regard to the type and amount of coverage to which I am entitled… I further acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Page and Page of this ESC.” This statement is directly above the Customer Signature line which was signed by *** *** I have included for your records a full copy of *** *** contractWe trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matterVery truly yours, Denise C*** Customer Service Manager

February 11, Revdex.com of New Jersey Whitehorse-Hamilton Square Road Building A, Suite Hamilton, NJ RE: Complaint ID #*** Consumer: *** *** Dear Ms***, This letter is in response to the above referenced complaintPlease note that I was not personally aware of the two previous complaint notices dated January 17, and January 27, I was, however, aware of the consumer’s review posted on the Revdex.com website and according to our records we responded to this review on January 21, Our records indicate that Mr***’s claim was opened on December 29, 2015. Aside from AutoSource’s response to Mr***’s review, I would like to add the following additional information: All AutoSource contracts state that the consumer must provide maintenance records and previous repair records for any previously declined claims when requested.While the AutoSource contract is silent as to the timeframe for providing such records, AutoSource asks that such records be provided within hours. When consumers reasonably ask for extensions of time, such extensions are regularly granted. The principal reason for establishing this timeframe is that most service repair facilities will not allow cars to remain at their facility for more than hours without undertaking repair work or, at the very least, obtaining AutoSource’s approval to undertake such work.The accrued mileage from the date of purchasing the AutoSource contract was 34,miles. All warranty companies, including warranties from the vehicle’s manufacturer, require that the involved vehicle be maintained and that such records be produced when requested.While AutoSource has on file a valid email address for Mr*** (***), he refused to correspond with AutoSource in writing regarding his maintenance recordsFor your records, Mr*** purchased his vehicle from *** *** *** on August 13, 2013. On September 23, 2013, AutoSource paid for the replacement of this vehicle’s cylinder heads at a total cost of $3,404.82. On February 26, 2014, AutoSource paid for the replacement of this vehicle’s alternator at a total cost of $314.50. On April 24, 2014, AutoSource paid for the replacement of this vehicle’s radiator cooling fan at a total cost of $On April 16, 2015, AutoSource paid for the replacement of this vehicle’s rack & pinion unit for a total cost of $1,069.00. On December 29, 2015, Mr***’s most recent claim was declined because of his failure to provide maintenance records when requestedWe trust that the foregoing satisfactorily responds to your complaint notices dated January 17, 2016, January 27, and more recently February 11, 2016. Very truly yours, Martin EC President

Complaint: ***
I am rejecting this response because: The fact remains that auto source is still playing with words to avoid paying for the service I paid forI spoke with *** the manager, and again and again explained to go the TURBO CHARGERS are blown as did the service center I visited with the vehicle *** at *** also offered to be on three way call with auto source as the manager insists on lying regarding what the service center at *** statedWhen speaking with *** they state the turbo chargers are faulty and need replacementWhen speaking with the manager he states *** is not saying that and reverts back to the waste gates which are not an issue at this pointThis is just another con by auto source to avoid coverage as they do with other customers, I continue to believe this is a scam, and would encourage the Revdex.com to investigate as the number of complaints for this company as well as customer rating and satisfaction are horrendous.
Regards,
*** ***

Dear Ms***, This letter is to acknowledge the above referenced complaint received on March 6, regarding the above matter. The AutoSource contract contains a clause which states “I acknowledge that I have read this ESC in its entirety and understand and accept all Terms and Conditions as stated herein, including the Dispute Resolution Clause on Page and all the Terms and Conditions appearing on Pages and of this ESC.” This statement is directly above the Customer’s signature line on the front page of the contract and was signed by the Mr*** *** *** stated that the valve seats within the cylinder head had failed which caused consequential damage to the cylinder headAs previously stated, the AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. In this instance, the mentioned component is not a named covered component in Mr***’s AutoSource contract and any consequential damage caused by a non-covered component is excluded from coverage as stated in the Coverage Exclusions section of the AutoSource contractAs such, the repair would not be covered and the claim was declined *** *** *** advised, AutoSource that they had replaced Mr***’s engine with a recycled unit. Under no circumstances would AutoSource reconsider this claim as the replacement of the engine was not a consideration expressed to us by *** *** *** nor was it in need of an engine in the opinion of the independent inspection company that examined this vehicle at *** *** *** We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager

Complaint: ***
I am rejecting this response because: They have responded back with the wrong persons nameI am not *** *** I am clearly *** *** They have violated another person privacy by sending documents to me of someone else.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:now this place is lying when I spoke to Denise this is not what she said but I found email to prove that the warranty has been cancelled within time frame I should of received my refund of
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Denise this form was not mentioned and the email from your company stated this was cancelled and my refund is dueSo that's thatIf you want to lie that's fine it's in attorney of New Jersey's hands now and I will go to small claims court if I have toIf you want to be a dishonest company with this car place and try to steal people's money that's just wrong
Regards,
*** ***

Dear Ms***, This letter is in response to the consumer’s complaint dated December 19, regarding the above matterThe AutoSource contract contains a clause which states “I acknowledge that I have read this ESP in its entirety and understand and accept all Terms and Conditions as
stated herein, including the material Terms and Conditions appearing on the reverse side of this ESP.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by Mr*** The AutoSource contract is a named covered component contract which means that if it is not named on the consumer’s contract it is not covered. Mr*** purchased a Lifetime contract with AutoSourceEach paragraph ends with the statement “Coverage limited to above named components.” Mr***’s service repair facility, *** *** *** stated that the consumer’s vehicle was in need of repair/replacement of the thermostat, gaskets, intake and exhaust camshaft adjusters. These components are not named in the AutoSource contract and therefore were not covered and the claim was declinedA declination letter was sent to Mr*** via First Class Mail I have included for your records a complete copy of the consumer’s contract and a copy of the declination letter. We trust that this letter will satisfactorily answer this complaint and allow you to close your file on this matter Very truly yours, Denise C Customer Service Manager