United Car Care, Inc.

I have reviewed the customers concern and find as followsBased on the independent inspection report and digital photos the claim was denied as a pre existing conditionThe engine had been previously in to based on the fresh sealant on the oil panThis is clearly a pre existing issue and I have
forwarded the independent inspection report to the Denver Revdex.com also for their review

The claim was denied as I understand as the original facility where the *** was towed to told united car care warranty compthat the injectors went bad due to carbon build upI had the vehicle towed to *** *** *** *** and they fixed it for cheaperThey said there was NO CARBON BUILD UP on the injectors, they went bad due to electronic failureI called the warrany company and spoke with Troy to have them contact *** but he said if it was already fixed there was nothing they could do***, 919-570-2800, would verify that the injectors went bad due to electronic failure, not carbon build upTroy went on to tell me they did not see the part, nor authorized the work so there will be no kind of re-imbursementI told him he never sent anyone out to verify the first diagnosis, which was wrong, and if he sent someone out to verify, as he claims had to do when it was at ***, it would have been noted the injectors went bad due to electronic issues, not what was told to them originallyI have taken this vehicle pr times for issues in the course of years and each time, CLAIM DENIEDI do not know how they get away with this

Initial Business Response /* (1000, 5, 2015/06/01) */
I have reviewed the complaint submitted and find as follows
Based on the independent inspection report and digital photos the claim does not fall within the terms and conditions of the contract for coverageThere has been an after market
pitman arm installed on the vehicle and fastening nut has backed off (became loose) and damaged the steering component
As stated in section E of the contract WHAT IS NOT COVERED the contract does not cover improper previous repairs or fastening hardware
A copy of the inspection report and digital photos has been forwarded to the Denver Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the first we heard that an after market *** *** was installed on the vehicleWe were told that the warranty covered the lift kit that was installed by ***Not sure what to do at this point but we are very disappointed in the companies refusal to cover the damage with the Platinum coverage that we purchased in good faithWe were told it was bumper to bumperEveryone interprets the wording a little different and we did read the policyLesson learned, we will not recommend anyone using this companyBuyer Beware
Final Consumer Response /* (4200, 12, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our Contract was correctly Checked to include coverage of the LiftOn the first/front page checked other and has LIFTED printed thereWe were told that would make sure of coverage for the liftAlso Under Section What is not covered E/e *Unless lift modifications meet all of the following criteria: Dealer installed, manufacturer approved, within manufacturer specifications and modifications would not void any manufacturer warranty coverageI am not a lawyer but the way a common person would interpret that is if we were told by the Dealer that it was installed by them and *** stood behind the installation completely that it would be covered by United Car CareSo we are just at an impasseWe will never agree with there refusal to pay for the repairs
Final Business Response /* (4000, 14, 2015/06/25) */
I have reviewed the complaint and find as follows
United Car Care stands by the original decision based on the terms of the contractSection E paragraph Fastening hardware is not coveredBased on the independent inspection report and digital photos the nut that holds the pittman arm became loose and damaged the componentsBeing the nut came loos from improper torque the failure is not covered by the terms and conditions of the contract

I have reviewed the complaint submitted and find as followsI researched with the company who sold the contract to the customer and as of this date they have had no contact with the customer to cancel their contractThe customer needs to contact the company who sold her the coverage to cancel

Complaint: ***
I am rejecting this response because: I, as a customer, was not given an opportunity to authorize the proper tear down on the first initial request for repairsThe repairs were initially denied based on assumptionAs a result, I picked up my vehicle from the repair shop due to denial of repairsI then submitted my written complaint to United Car Care (UCC). It was after my vehicle was already picked up that United Car Care requested I take my vehicle back a 2ND TIME!! Once I took my vehicle back, United Car Care requested the complete tear downThe handling of this claim was not conducted properly and according to the service contractUCC made a assumption initially and because of that did not ensue trust in the company to allow for a complete tear downPer the *** Service Advisor, all vehicles at some time may show signs of debris due to wear and tearThe service contract is vague in nature in what is identified as causes of debris/carbonIf the vehicle is tore down and minimal debris/carbon is present, UCC would deny the claimUCC does not exist to identify the amount of carbon/debris if presentThis would now leave me as the owner fully responsible for the cost of the tear down in which UCC has claimed to not coverIs this the peace and mind UCC falsely represents on their service contract?
Sincerely,
*** ***

I have reviewed the customers complaint and find as followsAfter review the factory has agreed the pay $2,toward the customers concernUnited Car Care will pay the additional $to get the condition corrected as a policy adjustment

Please provide the contract number or the last digits of the vehicle identification numberWe do not show a contract with this name in our systemThank you

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.
Except, two things have changed, the part will be shipped to the *** of *** (where I have always had my vehicle serviced) and the representative handling the repair is *** ***. I am still requesting a letter in writing from United Car Care of their initial denial for my records along with a copy of decision that was made to replace the convertible motor with a used motor.
Since I have had on going issues with United Car Care I need documentation for my own record process.
Sincerely, *** ***

I have reviewed the complaint and find as follows United Car Care stands by the original decision, the pre existing condition does not fall within the terms and condition of the contract

Complaint: ***
I am rejecting this response because:I am pleased that United Car care are referring to the Service bulletins for Warranty issuesI have copies of the Service Bulletins provided by the Shop who did the repairsBelow, referring to the relevant *** service bulletins is why UCC should cover the repairs under the terms of their Warranty1/ For the VANOS Solenoid UCC have repeated stated that the VANOS solenoid failed due to oil contamination which is an uncovered failureUCC have no evidence to support that statement either from the Shop who did the repair or in the Service BulletinThe VANOS solenoid failure is unknown and consequently the warranty should cover the workReferring to applicable Service bulletin SI BThe only mention that oil contamination as a possible cause is; page Procedure step 2; quote,” the oil filter cap insert may have been inadvertently removed during the Vehicles last oil serviceIf this insert is not installed, it will result in non-filtered engine being supplied to the engine, thus possibly clogging or damaging the VANOS solenoids.” The Shop found no evidence that the oil filter cap insert was not installed and consequently no proof that oil contamination was the cause2/ For the Injectors failure The applicable Service bulletin SI Bstates that for a failed injector for this model of car that all injectors have to be replaced to correctly repair the carThe Fault was rectified using the directions called out in the Service Bulletin therefor the Warranty should cover the workTotal Warranty work to be reimbursed $
Sincerely,
*** ***

I have reviewed the customers concern and find as followsBased on the independent inspection report and digital photos the failure is long tem and pre existing to the contract sale date and mileageThe scoring of the cam shaft and cam caps with the hardness being worn through on the cam does not
happen in the amount of miles driven since the contract purchasePer section E of the contract (WHAT IS NOT COVERED) PARAGRAGH R AND S AS SHOWN BELOW THE REPAIR IS NOT COVERED PER THE TERMS AND CONDITIONS OF THE CONTRACTI have also forwarded a copy of the independent inspection report the Denver Revdex.com for their review.r) For repair or replacement of any normally covered component(s) or part(s)to correct conditions that may reasonably be assumed to have existedprior to YOUR CONTRACT SALE / PURCHASE DATE;s) Due to gradual loss of performance resulting from operation anduse (due to VEHICLE mileage / age) such as, but not limited to valveguides, valves, piston rings, transmission clutch pack discs and bands,etc(Covered part MECHANICAL BREAKDOWN or FAILURE resultingfrom wear and tear is not covered);

Based on the repair facilities original diagnosis United Car Care stands by the original decision
10/20/11:13:AM *** ***
explained to shop that contract only covered the failed injector and will not cover replacement of all injectors just because they have been updated to a different design
10/20/11:07:AM *** ***
shop finds codes for misfire
shop states that per bulletin the vanos solenoids become plugged up with debris and the fix is to change the oil and filter and both vanos solenoids -- denied oil change and vanos solenoids -- solenoids malfunctioning due to debis in the engine oil-- not a mechanical failure
cyl #coil has a code for malfunction
10/16/02:51:PM *** ***
s/t/c
Above are the screen notes called in by the repair facility
Complaint Response Date bumped because: Data Base Migration

Complaint: ***
I am rejecting this response because: I don't like the way they conduct businessI had very little contact with this company in reference to the incidentI asked for a copy of the claim and their findings/decision and was told that they do not provide any documentationI was told to contact the maintenance department and the dealership where my vehicle is currently locatedThe maintenance chief stated that United didn't provide them with any information eitherI provided United a copy of all my maintenance history, yet they can't provide me any paperworkAlso, I have been paying this company for almost years for an extended warranty on mechanical breakdown and it has been a waste of moneyIn fact I am still paying and would like a refund
Sincerely,
*** ***

I have reviewed the customers concern and find as followsBased on the terms and conditions of the contract which the customer accepted at
the time of purchase, ALL REPAIRS REQUIRE PRIOR AUTHORIZATION FROM THE ADMINISTRATOR BEFORE ANY REPAIRS ARE PERFORMED ON THE VEHICLEThe customer had the repairs performed with out calling the administratorThe customer stated the vehicle was in the repair facility for a week which would allow for plenty of time to call the administrator.Without prior authorization for repairs this claim can not be authorized

I have reviewed the customers concern and find as followsAttached below are the notes from the claims screen with the diagnosis from the repair facility. 12/13/01:09:PM *** *** shop found that heater core plugged up with corrosion do to time and miles explained that clogging is not a coverable repair that is not a mechanical failure but is they find something else was the cause call back and we will see if that failure is coverable 12/12/02:24:PM *** ***NEED CUSTOMER PERMISSION TO DO FURTHER DIAG.12/12/02:23:PM *** ***REPLACED T-STAT FOR CUSTOMERSection E WHAT IS NOT COVERED Paragraph O is the section that excludes coverage caused by corrosion misuse, negligence, incorrect computerprogramming, contamination of coolant, fuel,fluids or lubricants; resulting from enginesludge, carbon, preignition, detonation, varnish,rust, corrosion, abuse, alteration, or lack ofproper and necessary amounts of coolant, fuel,Section E WHAT IS NOT COVERED Paragraph O in the contract.oCaused by lack of required maintenance,misuse, negligence, incorrect computerprogramming, contamination of coolant, fuel,fluids or lubricants; resulting from enginesludge, carbon, preignition, detonation, varnish,rust, corrosion, abuse, alteration, or lack ofproper and necessary amounts of coolant, fuel,

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
Sincerely,
*** ***

I have reviewed the customers concern and find as followsThe documentation provided by the customer for required maintenance for the transmission was non verifiableThe customer has canceled their contract and received a refund per the terms and conditions of the contract

I have reviewed the customers concern and find as followsBased on the independent inspection report and digital photos the claim was not covered per the terms and conditions of the contractThe transmission filter seam split causing the transmission to overheat and with continued operation the
transmission failedThe vehicle had set codes and the customer continued to drive the vehicleThe failed part causing the failure is a filter which is a maintenance item that is not covered by the contractI have forwarded the independent inspection report and digital photos toe the *** Revdex.com for their review

Based on the independent inspection report and digital photos United Car Care stands by the original decision

I have reviewed the customers concern and find as followsBased on the independent inspection report and digital photos it has been determined that the failure is a long term failure and existed at the time the contract was soldBased on the terms and conditions of the contract this repair is not
coverable