United Car Care, Inc.

I have reviewed the customers concern and find as follows. The failed part (throttle body) is not a covered part per the terms and conditions of the contract. The part is excluded in section E (what is not covered ) in the contract.

I have reviewed the customers complaint and find as follows. Based on the customers own statements and the terms and conditions of the contract the claim was properly denied.The customer states he took the vehicle in before the waiting period had elapsed and the Dealer told him to wait until the 30...

days had expired. The contract states 30 days and 1,000 miles. The vehicle clearly failed before the waiting period had lapsed as per the customers own admission. Reference section E WHATIS NOT COVERED PARAGRAPH v. BELOW and section R.v) For repair or replacement claims of any normallycovered component(s) or part(s) during the firstthirty (30) days and one thousand (1,000) milesfrom YOUR CONTRACT SALE / PURCHASE DATE.r) For repair or replacement of any normallycovered component(s) or part(s) to correctconditions that may reasonably be assumed tohave existed prior to YOUR CONTRACT SALE /PURCHASE DATE;Based on the failure this was a pre existing condition to the contract sale date and contract effective date. Based on the terms and conditions of the contract this repair is not eligible for coverage.

I have reviewed the customers complaint and find as follows. Based on the independent inspection report and digital photos the vehicle was driven in an overheated condition for a long period of time causing failure to the head gaskets and warping the cylinder heads. Failures caused by continued...

operation and failure to protect the vehicle after a failures has accured is not covered per the terms and conditions of the contract. A copy of the independent inspection report has also been included for review by the Denver 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. I will need written documentation showing transfer is completed.
Sincerely,
[redacted]

Complaint: [redacted] United Car Care, Thank you for your quick response. The matter is not settled. United Car Care is saying that it is parts which are covered - the issue is not about the contract. 1.     United Car Care did not tell me it is only the parts covered insurance and they told me that I would be covered for 150,000 miles - all parts and labor including electrical component. The salesperson (Auto Service Agency ([redacted]) sold the insurance by giving false information. 2.     United Car Care stated that I should have read the contract, a booklet they sent me 15 days after taking my payment. It doesn’t clearly list what is and is not covered. 3.     This is a consumer fraud and this "third party warranty" cheated me out of $3500. Sincerely, [redacted]

I have reviewed the claim and find as follows. The claim has been approved for repair.

I have reviewed the complaint submitted and find as follows. Based on the independent inspection report and digital photos the previous repair was not performed correctly. the independent inspection report and digital photos have been forwarded the Revdex.com. The customer also stated the repairs were...

from normal wear and tear which is excluded in section E WHAT IS NOT COVERED as per the terms and conditions of the contract.(BREAKDOWN or FAILUREresulting from normal wear and tear is not covered);05/12/2016 06:31:21 AM [redacted] Vanguard  Vehicle Inspection ServicesCalled Into  [redacted]   Request ID  [redacted]   Request Date  05/10/2016 02:58 PM  Company  United Car Care   Adjuster  [redacted]   ext   Contract #  [redacted]   Claim #  [redacted]   Repair FacilityShop  [redacted]   Address  [redacted]  Phone  [redacted]   Contact  [redacted]   Vehicle InfoVehicle  2009 Chevy K 1500   Vin  [redacted]   Miles  112961   Reason For Inspection1) Front diff is making noise. No tear down, check for leaks, listen to noise and verify Inspector's ReportCalled Into  [redacted]   Date Inspected  05/11/2016   Time Inspected  09:00 am  Contact  [redacted]   Tech  [redacted]   Labor Rate  105  RO #  NO NUMBER   Name On RO  MONAHAN   Complaint(s) Listed On ROWHISTLING NOISE IN 4X4 AUTO OR 4X4 ONLY  History At Shop  no   Related To Inspection    Explain  VIN  [redacted]   Mileage  112981   Pro Date  09/09  Year  2009   Make  CHEVROLET   Model  SILVERADO  Engine  5.3   G/D Trans  AUTO   Model  4L60  Drive  4x4   Vehicle driven in or towed  driven   Fluid Levels and ConditionsOil  full/fair   Coolant  full/fair   Trans  full/fair  Steering  full/fair   Brake  full/fair   Transfer  not_checked/not_checked  Frt Diff  full/good   Rear Diff  not_checked/not_checked  Belts  OLD/GOOD   Hoses  OLD/GOOD   Overall condition of vehicle  FAIR FOR TIME AND MILEAGE  Tow Hitch  yes REC III   Commercial Use  no  Modifications  no    Collision  no  Mounted Tire Size  265-70-17   Placard Size  SAME   Recalls  no   TSBs  no  Level of assembly  fully_assembled  Pre-existing?  unknown   Start Miles     Start Date   Damage From Lack Of Lube  no  Damage From Over Heat/Continued Operation  no   Explanation of failed components and how verified failedThere are no leaks and no external damage to the front diff. 4x4 will engage and fluid is full and good. On run test there is a whine and metallic clicking noise from the front differential. I would need unit removed and torn down to verify the full extent of internal damage.   Cause of failureInternal failure, I would need unit removed and torn down to verify the exact cause.   Required repairsI would need unit removed and torn down to verify the necessary repairs.  Did shop sign?  no   Who Signed?  Agreed With Inspectors Finding?    Shop comments, if any    work order  vin  odo  tags  lf  rf  rr  lr  tire size  fluid  front diff  odo 05/16/2016 11:00:56 AM [redacted] Vanguard  Vehicle Inspection ServicesCalled Into  [redacted]   Request ID  [redacted]   Request Date  05/12/2016 10:56 AM  Company  United Car Care   Adjuster  [redacted]   ext   Contract #  [redacted]   Claim #  [redacted]   Repair FacilityShop  [redacted]   Address  [redacted]  Phone  [redacted]   Contact  [redacted]   Vehicle InfoVehicle  2009 Chevy K 1500   Vin  9Z294076   Miles  112961   Reason For Inspection[redacted]re inspect[redacted] removed the front diff can show failure. 1) Front diff is making noise. No tear down, check for leaks, listen to noise and verify Inspector's ReportCalled Into  [redacted]   Date Inspected  05/13/2016   Time Inspected  10:00 am  Contact  [redacted]   Tech  WALTER   Labor Rate  105  RO #  NO NUMBER   Name On RO  MONAHAN   Complaint(s) Listed On ROWHISTLING NOISE IN 4X4 AUTO AND 4X4 ONLY  History At Shop  no   Related To Inspection    Explain  VIN  [redacted]   Mileage  112981   Pro Date  09/09  Year  2009   Make  Chevrolet   Model  Silverado-1500  Engine  5.3   G/D Trans  AUTOMATIC 4 Speed   Model  4L60  Drive  4x4   Vehicle driven in or towed  driven   Fluid Levels and ConditionsOil  full/fair   Coolant  full/fair   Trans  full/fair  Steering  full/fair   Brake  full/fair   Transfer  not_checked/not_checked  Frt Diff  full/good   Rear Diff  not_checked/not_checked  Belts  OLD/GOOD   Hoses  OLD/GOOD   Overall condition of vehicle  FAIR FOR TIME AND MILES  Tow Hitch  yes REC III   Commercial Use  no  Modifications  no    Collision  no  Mounted Tire Size  265-70-17   Placard Size  SAME   Recalls  no   TSBs  no  Level of assembly  FRONT DIFF OUT AND APART  Pre-existing?  no   Start Miles     Start Date   Damage From Lack Of Lube  no  Damage From Over Heat/Continued Operation  yes Damage from driving after improper previous repair.   Explanation of failed components and how verified failedFront diff is a 8.25" 3.73 gear ratio unit. The crush sleeve is not crushed and is loose on the pinion. The pinion seal is very new-non OEM and has very new assembly lube on it. There is only slight metal on the magnet and the residual fluid is in good-looks new-condition. The left axle support bearing feels slightly gritty when turned by hand. The ring and pinion are worn uneven and are sharp. No other damage. The case has broken slightly at the inner pinion seal lip.   Cause of failureImproper previous repair.   Required repairsReplace front differential.  Did shop sign?  no   Who Signed?  Agreed With Inspectors Finding?    Shop comments, if any    new seal  vin  odo  eng  rf  lf  rr  lr  minimal debris  crush sleeve  case damage  axle support brg  ring gear worn uneven  crush sleeve loose  pinion teeth worn uneven  2nd viewBased on the herms and conditions of the contract and the independent inspection report the claim was properly denied.

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]

Tell us why here...

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

I have researched the customers concern and find as follows. This customer has received all of their monies back as they had their credit card company charge back the seller of the contract.

I have reviewed the complaint submitted and find as follows.United Car Care has authorized all failures verified by the independent in section report and digital photos ($3,292.59). The inspection report has been forwarded to the Denver Revdex.com. The intermittent discrepancy with the navigation...

system does not have a verified failure. There many components that can cause an issue with this system. For example, wiring harness, wiring pin connections, body computer, or navigation components. Without a verified failure there is no way of knowing what part of the system or which of the components involved are failed if any. United Car Care cannot make repairs without a verified failure.

I have reviewed the complaint submitted and find as follows. This claim is under further review and. United Car care needs more information from the repair facility as to the actual failure to the transmission. We have not received that information yet and will be following up again this week.

Initial Business Response /* (1000, 6, 2015/11/27) */
I have reviewed the complaint submitted by [redacted] and find as follows.
Based on two (2) independent inspection reports and digital photos the failure to the vehicle is very long term and pre-existing the contract issue date and mileage....


I have forwarded both inspection reports to the Denver Revdex.com to attach to this complaint.

I have reviewed the...

customers concern. Without proper teardown to determine the cause of failure there is nothing anyone can do going forward. Per the terms and conditions of the contract it is the customers responsibility to authorize teardown for diagnosis to determine if a repair is covered. United Car Care can not go forward at this time without the customer performing their responsibility under the terms and conditions of the contract.

Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted],  and find that arbitration is necessary. United Car Care, Inc. accepts the customer's request to arbitrate.Please send all additional information / documentation...

/ Demand letter to:  [redacted]Thank you.[redacted]
[redacted]
[redacted]United Car Care, Inc.

Initial Business Response /* (1000, 5, 2015/08/17) */
Please provide the contract number or the last 6 digits of the vehicle identification number as we are unable to find a contract list un the name shown on the complaint. Thank you [redacted].
Initial Consumer Rebuttal /* (3000, 7,...

2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business response does not address issues in complaint.
Contract number previously provided in initial complaint filed
on August 3, 2015 and acknowledged by [redacted], Dispute Resolution Manager, Legal Department of United Car Care, Inc.
in his letter to me dated July 27, 2015.
Final Business Response /* (4000, 14, 2015/09/14) */
I have reviewed the complaint and find as follows.
United Car Care stands by the original decision based on the terms and conditions of the contract.
Final Consumer Response /* (4200, 16, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
United Car Care, Inc. continues to evade the substantive issues
raised by the complaint.

I have reviewed the customers complaint and find as follows. Based on the independent inspection report and digital photos the claim was denied due to sludge, varnish, parts broken from an outside source, and normal wear are not covered by the terms and conditions of the contract. o) Caused by...

lack of required maintenance, misuse, negligence, incorrectcomputer programming, contamination of coolant, fuel, fluids orlubricants; resulting from engine sludge, carbon, pre-ignition,detonation, varnish, rust, corrosion, cracked rubber / neoprene parts,dry-rot, road chemicals, abuse, alteration, or lack of proper andnecessary amounts of coolant, fuel, fluids or lubricants;s) Due to gradual loss of performance resulting from normal operationand use (due to VEHICLE mileage / age) such as, but not limited tovalve guides, valves, piston rings, transmission clutch pack discs andbands, etc. (Covered part MECHANICAL BREAKDOWN or FAILUREresulting from normal wear and tear is not covered);

Complaint: [redacted]
I am rejecting this response because:Every car has slung in the motor. And that was cleanest motor for its AGE. Again, My husband works on car all day! We did NOTHING to cause this breakage. This should have been covered!!! 
Sincerely,
[redacted]

I have reviewed the customers concern and find as follows. The contract the customer purchased clearly states only the listed parts are covered. The failed part of the customers vehicle is not a listed part. The customer gets a 30 day free look at the contract and then has the opportunity to keep the contract or return it for a full refund. The customer accepted the contract with the terms and conditions if the contract and used the contract for over $1,900.00 in claims. The claim is not covered per the terms and conditions of the contract.