United Car Care, Inc.

I have reviewed the complaint submitted by the customer and find as follows. The customer purchased a stated component coverage contract, (only the parts listed are covered) as stated on the contract with the listed components. The failed parts for this repair are not listed as covered components on...

the customers contract. The customer has had previous repairs covered for around $1,900.00 and the terms and conditions of the contract have not changed.

Like kind and quality has nothing to do with my complaint. There was no reputible repair shop in the area willing to work with this contract. I was advised by multiple repair shops to cancel the contract.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I accept the response and will be in contactt with my lender to see a full refund is made.thanks 
[redacted]

I have reviewed the customers concern and find as follows. Based on the terms and conditions of the contract the claim was approved but the repair facility did not want to install parts of like kind and quality. United Car Care offered to pay the shop the diagnostic fees and move the vehicle to...

a preferred location that would repair the vehicle. The contract allows for parts of like kind and quality but the customer did not want to utilize his contract for the repairs and canceled the agreement. The refund is based on a pro rated basis for the time the contract was in effect per the cancellation terms of the contract the customer signed and agreed to at the time of sale. The contract is cancelled and the customer has been refunded.

I have reviewed the customers concern and find as follows. Based on 2 independent inspection reports and digital photos the failure is not covered per the terms and conditions of the customers contract. Per section E WHAT IS NOT COVERED Paragraph 8 A, nuts bolts and fastening hardware is not...

covered per the terms of the contract. 8.a. Unless required as part of a covered repair: adjustments, fasteninghardware, nuts, bolts, lubricants, coolants and fluids;

Complaint: [redacted]I am rejecting this response because:  Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not even satisfactory to me.    I have attached a picture showing exactly that I need a motor, the motor (which is a covered item) is also attached to a pump, therefore the warranty company is using this a loop hole in order to not pay the claim because of the title of the motor that is need and where the pump is located.  it also clearly states that if a item such as the pump is attached to a covered items which the motor, "it is covered".   They owe me to repair my vehicle that is what I was promised and that is the only satisfactory response I will accept.  if not I want to take this to arbitration asapSincerely,
[redacted] Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/29) */
I have reviewed the complaint submitted and find as follows.
Per the terms and conditions of the contract Section B YOUR RESPONSIBILITIES: 1. This CONTRACT requires VEHICLE maintenance to be performed as follows:
a) All VEHICLE maintenance...

services are to be performed as
recommended by YOUR VEHICLE manufacturer. If YOU are unsure of
all required VEHICLE maintenance, contact YOUR local dealer of the
make of YOUR VEHICLE or the ADMINISTRATOR;
b) If requested, proof of required service including verifiable receipts
showing date, mileage, and VEHICLE identification number of the
VEHICLE at the time of service must be presented in order to have
repairs begin on YOUR VEHICLE.
Based on the terms and conditions of the contract the customer accepted at the time of purchase this repair is not covered. The maintenance documentation is required before any repairs can be made for this repair.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the paragraph they sent you is in the contract. however this was not covered when I purchased it over the phone I no longer want the rip off warranty .I want it terminated as I will not send any more payment
Final Business Response /* (4000, 10, 2016/01/05) */
The customer needs to contact the seller of the contract and process a cancellation.
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 12, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they explained the records problem if I can find they will go back and look at claim in dec 2015 transmission, they will forgo feb 2016 payment next payment will be due in mar 2016 thank you for your help Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have reviewed the customers concern and find as follows. The vehicle is being used as a commercial Limo which is not allowed by the terms and conditions of the contract. This type of usage is specifically excluded in the contract. We will offer the customer a full refund of his contract which will...

be paid to the lienholder if there is one as per the terms and conditions of the contract. If there is not a lienholder we would get the customer paid for the refund.

Complaint: [redacted]
I am rejecting this response because: They keep saying that the glass is not covered. O.K. if they don't want to cover the alarm system that should have been listed under the items not covered in their contract. It is not listed.therefore it should be covered. The glass did not break the alarm wire did.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The notion that this problem needs to be "verified", is either flawed or outright misleading. The failure WAS verified by the [redacted] Dealership. An inspector would only be able to visually verify that neither the tech not myself is outright lying ( we are not ). The symptom is that the entire info display panel shuts down, and will not come back online until the engine and accessory battery are fully shut off ( I.e. Remove the key altogether ) and then turned back on.I am fully willing to let the adjuster see the problem for himself, but since this issue only happens roughly 1-2x a week, my position is that they should either:a) take the [redacted] Dealership at their word, orb) cover the expense of a car rental, since I would likely be inconvenienced for a week +/-.Considering that this effort has been ongoing since mid September, with 100% of the effort currently coming from my wife and I having to call in for updates ( yes - [redacted] has promised on multiple occasions to "get back to us" after some action or other, and never has ), the cost of a rental should not be the issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I spoke with the mechanic and he stated he doesn't remember saying anything about corrosion. In addition please show me a copy of my contract that I signed, with the verbiage stating damage from corrosion is not covered. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/01) */
I have reviewed the complaint and find as follows.
The customer has not followed the terms and conditions of the contract he signed and accepted. Section B YOUR RESPONSIBILITIES.
We will however grant a flat cancel and full refund of the...

contract which will be sent to the lien holder of the vehicle since the contract is part of the loan on the vehicle. The customer must contact United Car Care and process the proper cancelation paperwork to complete the process before a refund can be processed.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution of a full refund from United Car Care regarding the warranty on my truck. As their response provided through the Revdex.com is the only one we have received since requesting a resolution from United Car Care, we sincerely appreciate and thank the Revdex.com for its actions on our behalf. It would be nice to see a follow through on 'contract language,' in that, requiring proof of receipts be allowed only if what is being requested is proof or non proof of a deficiency that caused a repair to be needed.

I have reviewed the response and United Car Care stands by the original decision based on the independent inspection report and shop diagnosis.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this step in the resolution satisfactory.
Sincerely,
[redacted]

I have reviewed the customers concern and find as follows. The repair facility diagnosed the concern and reported the heater core was plugged up with corrosion. Based on the terms and conditions of the contract section E (WHAT IS NOT COVERED) specifically states failures caused by corrosion are not...

covered. This claim was properly reviewed and adjusted.

I have reviewed the complaint and find as follows. Based on the terms and conditions of the contract the failed components are non covered parts as stated in section E of the contract WHAT IS NOT COVERED. United Car Care stands by the original review of the customers concern.

I have reviewed the customers concern and find as follows. The customer was notified at the time of the failure the repair facility was not an authorized repair facility for United Car Care repairs. The screen print with the conversation with the customer has been forwarded to the [redacted] for...

their review. The repairs were performed without prior authorization from the administrator. Based on the terms and conditions of the contract repairs performed without prior authorization are not covered. also in section C  of the contract the vehicle may be required to be sent to a repair facility selected by the administrator. Based on the terms and conditions of the contract the claim is not covered.   IN CASE OF MECHANICAL BREAKDOWN OR FAILURE1. If YOUR VEHICLE is within 50 miles of the ISSUING DEALER, YOU should return YOUR VEHICLE to the ISSUING DEALER for service under thisCONTRACT. If YOUR VEHICLE is more than 50 miles from the ISSUING DEALER, contact the ADMINISTRATOR for instructions: [redacted] - Fax:[redacted]. Services performed outside the ISSUING DEALER will be paid at a rate established by the ADMINISTRATOR. Mail all authorized claims to:[redacted]. Prior authorization from the ADMINISTRATOR is always required prior to any services being performed under this CONTRACT, except for emergency repairs. See Section C. 3 for details. Under certain conditions, YOU may be required to have the VEHICLE sent to a repair facility selected by the ADMINISTRATOR.

Initial Business Response /* (1000, 5, 2015/06/25) */
I have reviewed the complaint submitted by the customer and find as follows.
Per the terms and conditions of the contract Section C Paragraph 3 EMERGENCY REPAIRS the customer did not follow the terms of the contract she signed and agreed to....

The repairs were made during normal business hours and the Administrators office WAS NOT CLOSED. All repairs are required to have prior authorization before repairs are performed.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
This complaint was closed with no resolution.
Final Business Response /* (4000, 14, 2015/09/02) */
United Car Care stands by the original decision. Per the terms and conditions of the contract the customer accepted all repairs performed during normal business hours must have prior approval before any repairs to the vehicle are performed.

Complaint: [redacted]I am rejecting this response because:
I bought their top-of-the-line extended warranty and barely used the warranty,  when this warranty was purchased I went over ever line from the top to the bottom and I was assured that everything would be covered, including my convertible top motor (not pump)...
United Care has gone out of there way to deny my claim, but has failed to send me any documentation to support their decision, has  failed to return any of my phone calls and has failed to send me a coverage denial letter (that per the state guidelines) United Car Care is required to do.  I will not let this rest, I am requesting Arbitration and I am requesting to file bad faith against United Car Care
Not only did I send Revdex.com documentation showing and validating that my convertible top motor needs to be replaced, but  Revdex.com has let the customer down again, for letting United Car Care use a technicality of product wording or part name; in order to get out of doing what's right and honoring the contract the customer (which is myself) purchased. 
 
 
Sincerely,[redacted]