Panda Express Restaurant

RE: Complaint ID #[redacted] Consumer: [redacted] Dear Ms. [redacted], This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 13, 2016. I would like to reiterate that  Mandatory Surcharges are listed on the front page of Mr. [redacted]’s AutoSource contract directly above the Purchaser Acknowledgement section which was signed Mr. [redacted].   In Mr. [redacted]’s original complaint dated May 20, 2016 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 after addressing it in his original complaint is disingenuous.  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: [redacted]
I am rejecting this response because:like I said at my complain was  made professional complain to Autosourse,nobody replace anything or touch it,they send inspector he told us is fine but later they deny my complain.I drive my car to work I have no other way but to fix it on my own way.why they deny earlier?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:since the claim has been denied I have discovered that my abs sensor has also gone bad which also not covered.  The contract was sold as bumper to bumper and sold as a gold level coverage. So far I have incurred more cost within less than 6 months of owning this car is than which I believe this warranty is worth. I purchased my vehicle on April 9th and thus far I cannot cancel my warranty although no claims have been paid out of pocket from the provider. I'm sure if the provider was in my situation they would not view my circumstances as fair.   
Regards,
[redacted]

[redacted]...

[redacted]                                   ...⇄             May 9, 2017Revdex.com of New Jersey1262 Whitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690 RE: Complaint ID [redacted]     Consumer: [redacted] Dear [redacted]
*This letter is to acknowledge the above referenced complaint dated May 8, 2017 regarding the above matter.   [redacted] contacted AutoSource on April 28, 2017 regarding her AutoSource contract which she wanted to cancel. [redacted] was advised at that time that her contract was not in our system and was redirected to the selling dealer, [redacted].  Since then nothing has changed.We do not understand the reason for this complaint as we do not have a contract to cancel.  We feel their complaint towards AutoSource is unfounded.  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[redacted] Customer Service Manager

Tell us why here...
Ms. [redacted]                                   ...⇄                         June 3, 2016
Revdex.com of New Jersey
1262 Whitehorse-Hamilton Square Road
Building A, Suite 202
Hamilton, NJ 08690
 
RE: Complaint ID #[redacted]
Consumer: [redacted]
 
Dear Ms. [redacted],
 
This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 2, 2016. I would like to reiterate the following facts: the AutoSource contract is a named covered component contract, i.e. only those components named are covered.  The fact still remains the wastegates are not named covered components in the AutoSource contract and there are several Technical Service Bulletins (TSB) issued by BMW addressing this specific problem.
 
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

Tell us why here...
Dear Ms. [redacted],
 
This letter is in response to the consumer’s complaint received on August 12, 2016 regarding the above matter.  AutoSource does not provide a “Bumper to Bumper” warranty. 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. Each category ends with the statement “Coverage limited to above named components.” 
 
In the Purchaser Acknowledgement section of Mr. [redacted]’s AutoSource contract it clearly states, “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”. It goes on to state “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 2 and all the Terms and Conditions appearing on Pages 3 and 4 of this ESC.” This statement is directly above the Purchaser’s signature line on the front page of the contract and was signed by Mr. [redacted]. 
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

This letter is in response to your letter dated October 25, 2016, regarding the above matter. On September 16, 2016, [redacted] opened a claim on behalf of [redacted]. In doing so, the consumer’s service repair facility stated that [redacted]’ vehicle was in need of...

an engine replacement.   A written estimate was received from [redacted] in which they stated that they were “Authorized to remove valve cover on driver side to check for broken valve spring or broken valve.”    The AutoSource contract states in several places that NO work (including diagnostic work) is to be undertaken without the Administrator’s prior authorization. The “Purchaser Acknowledgement” section of your AutoSource contract specifically states: “…any and all work done without prior authorization from the Provider will result in a denial of coverage and will not be reimbursed or paid by the Provider.  This includes any diagnostic work such as, but not limited to: parts disassembly...” [redacted] in signing the AutoSource contract agrees that she has read this contract and agrees with all the terms and conditions set forth.    As is customary, AutoSource utilized the services of an independent inspection company to inspect [redacted]’ vehicle in its original condition and to verify the diagnosis of [redacted]  The inspector reported that the vehicle was not in its original state and that the driver’s side valve cover and all the spark plugs were removed.    Please find attached a complete copy of the consumer’s contract with AutoSource, a copy of the estimate from [redacted] and a copy of the declination letter sent to [redacted].    We regret the consumer’s frustration in this regard, however, the above referenced comments and attachments reflect our definitive response to this complaint.     Very truly yours, Denise C[redacted] Customer Service Manager

Complaint: [redacted]
I am rejecting this response because:how is a consumer to know when the surcharge is to be paid? there is no literature that states a surcharge should be collected or when , I paid for the service if there was to be a surcharge it is auto sources responsibility to collect that surcharge and make the customer aware, I am more than willing to cover the surcharge, but of course Auto Source will decline any claim made by their consumers, I will also state this company is nothing more than a scam , and for any consumer reading this on the Revdex.com page DO NOT GIVE THIS COMPANY YOUR MONEY, your better off throwing it in the trash as it will have the same affect as wasting in on a scam such as this one, I will also be sure to warn everyone on social media so they can keep their hard earned money.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:If I paid for an warranty then the provider should be able to stand up to their commitment and pay their part. As you can see by the other complaints this company always seem to avoid  the customer.  This action is unfair and this company should be investigated.
Regards,
[redacted]

Dear Ms. [redacted]This letter is in response to your letter received on June 1, 2017 regarding the above matter. The Purchaser Acknowledgement section states: “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 2 and all the Terms and Conditions appearing on Pages 3 and 4 of this ESC.” This statement is directly above the customer signature line which was signed by [redacted]AutoSource does not provide a “Bumper to Bumper” warranty.  The AutoSource contract is a named covered component contract which means that all components that are covered are named on the contract. If it is not named it is not covered. As is customary in such instances, AutoSource utilized the services of an independent inspection company to inspect [redacted] vehicle in its original condition to confirm the diagnosis of the service repair facility.  The inspector’s report conclusively determined that there was internal engine failure and that disassembly of the engine would be needed to verify the cause of failure.  [redacted] service repair facility, [redacted] agreed with the inspector’s findings and signed the report.  A copy of the signed Mechanical Disclaimer is attached for your review. The AutoSource contract in the Claims Procedure section, Point #2 states: “In some instances, after an initial discussion between the Repair Facility and the Provider, you may need to authorize the Repair Facility to undertake diagnostic and/or teardown work in order to properly diagnose the failure and to determine the cost of repair. This ESC does not cover such costs.” This is also stated in the Your Responsibilities section, Point #5.  [redacted] stopped communicating with AutoSource and did not authorize the teardown of his vehicle’s engine as required and as such, his claim was declined. I have included for your records a full copy of the consumer’s AutoSource contract, the emails sent to [redacted], and the customer service notes. 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[redacted] Customer Service Manager

We have no other response.

Complaint: [redacted]
I am rejecting this response because: The agreement signed by myself is agreed to the terms and conditions but your business is missing the point of being fair and ethical. Your company has not paid out of pocket for any claims whether approved or denied.  The fact that I have this vehicle and is costing so much for repairs that are not maintence related although I have a supposedly gold coverage level that does not cover a simple item such as thermostat which comes with your competitors. I have had many auto warranties before and none have such given me such a delicate time to cancel. My first call to cancel was made just outside your window of time, however since then you have incurred costs which if my request was honored I would have been able to afford. The only reason which why I kept this service contract was because the poorly written language that states if a request to cancel is made in a "timely" after 30 days a 10 penalty will be accessed. Your language does not define your policy of only being valid during the 30 day period and as such can be interpreted differently. 
Regards,
[redacted]

RE: Complaint ID #[redacted] Consumer: [redacted] Dear Ms. [redacted], This letter is to acknowledge receipt of the consumer’s response for the above referenced complaint received by us on June 10, 2016.  Mr. [redacted] states in his rejection that he was not aware of any surcharge.   Mandatory Surcharges are listed on the front page of Mr. [redacted]’s AutoSource contract directly above the Purchaser Acknowledgement section which was signed Mr. [redacted].   I would like to bring your attention to Mr. [redacted]’s original complaint dated May 20, 2016 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 surcharge. 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: [redacted]
I am rejecting this response because: Denise this email conversation started September 16 not 23 which  was withing the 10 business days also all the paperwork was not sent to me until September 15 I still have the mailing envelope saved along with everything else I need furthermore there was no paperwork or any cancellation form mentioned to me but none of that is relevant because the email states it was cancelled and this should of been taken care of the right way. It's sad you and my car dealer aren't professional enough to do the legal thing and keep stating lies so I have to take matters into other hands I will be writing a review for your company and speaking to your higher up about this also. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Auto source is still denying the fact the turbos are blown, and harping on wastegates which have nothing to do with the issue. Again I Reiterate Auto Source is more than welcome to pay for turbo removal for their inspection, I have now gone to two different ASE mechanics that told me the same thing , turbos are blown( A COVERED COMPONENT). The fact remains this company will say and do anything to deny covered components, consumers should beware.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Both turbo chargers have failed as stated by ASE certified tech at [redacted] auto, this was communicated today to claims manager 5/23/16 , I also spoke with the manger on 5/23/16 , and he advised [redacted] auto he would have his manager contact him, auto source seems to find any way possible not to cover the claim when in fact as stated on the contract the turbo chargers are covered. The waste gate rattle is not a failure, but instead an indication of failed turbo chargers as stated by [redacted] auto, and several bmw master techs. I am requesting the replacement of turbo chargers be covered as it is a covered component written on the contract.
Regards,
[redacted]

Ms. [redacted]...

[redacted]                                   ...⇄       March 29, 2017 Revdex.com of New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690   RE: Complaint ID #[redacted]  Consumer: [redacted] ESC# [redacted]     Dear Ms. [redacted], Please be advised that the above referenced contract was sold by [redacted] on September 5, 2015. Mr. [redacted] did not communicate with AutoSource within the term stipulated in the General provisions section of the AutoSource contract (Point # 10).  This contract remains active and Mr. [redacted] was advised accordingly.  As such, Mr. [redacted] is not entitled to a refund.    I have included for your records a full copy of Mr. [redacted].s’ contract. 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

Dear [redacted] This letter is to acknowledge the above referenced complaint received on August 21, 2017 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 2 and all the Terms and Conditions appearing on Pages 3 and 4 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 consumer. On August 3, 2017, Brogan Cadillac opened a claim on [redacted] behalf with a complaint of a ticking noise coming from the engine, possibly a lifter noise. As is customary, your vehicle was inspected in its original condition and then again after the teardown of your vehicle’s engine was performed to determine the exact cause of failure. The inspector found the #6 active lifter had collapsed and your service repair facility agreed and signed the report. The lifter is the subject of a Technical Service Bulletin (PIP4138P) from the manufacturer, GMC, on December 23, 2017.  The AutoSource contract states in the Coverage Exclusions” section the following: “This Service Contract does not provide coverage for: Any items covered by Your Vehicle manufacturer’s original factory warranty, even if such coverage has not been transferred to you, or if the Covered Part(s) has been the subject of a manufacturer’s recall or technical service bulletin from the manufacturer.”  AutoSource spoke with [redacted] on August 9, 2017 and explained why the claim was being declined in detail which was followed up with a written explanation of same. I have included for your files a complete copy of [redacted] contract with AutoSource and a copy of the declination letter that was sent to the consumer via email. 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[redacted] Customer Service Manager

Dear Ms. [redacted],   This letter is in response to the consumer’s complaint dated December 22, 2016 regarding the above matter. Mr. [redacted] is correct in that the contract states under the GAS ENGINE category that the Crankshaft, Internal Timing Chain or Gears, Intake and Exhaust Valves, etcetera are named covered components. The components which were in need of repair/replacement were for the Camshaft not the timing of the crankshaft. They are separate components.  Neither component are the timing chain or gears.  I must reiterate the facts: Mr. [redacted]’s service repair facility, [redacted] stated that the consumer’s vehicle was in need of repair/replacement of the intake and exhausts camshaft adjusters. The part numbers listed on [redacted]’s estimate references the Engine Variable Timing (VVT) solenoid, also known as camshaft adjusters not valves. The parts list enclosed in our second response from the manufacturer, [redacted],  states these are Variable Timing Solenoids. These components are not named covered components in Mr. [redacted]’s AutoSource contract and therefore our decision on this claim remains declined. 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

Dear [redacted]This letter is to acknowledge the above referenced complaint received on June 7, 2017 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 2 and all the Terms and Conditions appearing on Pages 3 and 4 of this ESC.”  This statement is directly above the Customer Signature line on the front page of the contract and was signed by [redacted]. On June 6, 2017, Mazda Pros opened a claim on [redacted] behalf.  The component that was in need of repair/replacement was the air conditioner condenser.  As part of the claims process and in accordance with the terms of the consumer’s AutoSource contract, AutoSource requested a copy of the invoice for the previous declined claim, which was provided, and copies of all maintenance records for the accrued mileage of 25,866 (since the purchase of her vehicle).  [redacted] requested that we speak with her husband, [redacted], which we did.  [redacted] stated that they do not keep any records for the vehicle.   This is a direct violation of the AutoSource contract. Accordingly, [redacted] claim was declined and a letter was sent to the email which the consumer provided. Specifically stated in the “Your Responsibilities” section, point # 2 : “…All maintenance on Your Vehicle must be done at a licensed Repair Facility and you must keep proper records of such maintenance i.e. repair orders showing: Repair Facility name and address, warranty date, mileage and repair/maintenance performed.  Failure to have the required maintenance performed or failure to provide required documentation, when requested by the Administrator, will result in a denial of coverage.”  I have included for your records a full copy of [redacted] contract, and a copy of the declination letter that was sent to the consumer via email. 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[redacted]Customer Service Manager