United Car Care, Inc.

I have reviewed the complaint submitted and find as follows.  United Car Care has authorized the original components (hub bearing) that failed. The other components are damaged due to continued operation after the original failure and failure to protect the vehicle from further damage. Based on...

the terms and conditions of the contract these components are not covered. United Car Care stands by the decision based on the independent inspection report and digital photos which has been forwarded to the Denver Revdex.com.

Complaint: [redacted]
I am rejecting this response because:
When I first noticed the problem with my vehicle I took it to the dealership, they told me to wait the (30) days then take it to a shop and not to worry about it because I purchased a really good warranty and that the warranty will take care of anything wrong with the truck. So after 32 days I took it to a shop and they told me that it needs a new cam shaft and lifters. The dealership did not inform me about the 1,000 miles deal in the warranty that is pourly stated in the warranty book I received. Once it got denied the dealer ship told me to go to another shop so I did. The second shop I took it to is the sane shop the dealership uses to pre check the vehicles they sell to be deemed "OK" to sell on the lot. And the dealership said the truck has never had that problem before I purchased the truck so that tells me that this was not a pre existing condition. The cam failed two weeks after I purchased the truck. I followed what the dealership told me to do and was told my truck will get fixed and I took there word for it. The dealership was for a while dealing with the warranty company for me and it seems that they have had trouble getting information the the rep in our area for united car care warranty. The dealership even offered to pay a percentage to the warranty company for the claim of a new motor. Since that was said I have not received any further information on getting my truck fixed. Both partys can not give a straight answer is what is going on they say they will call me back and never do so in stuck having the Revdex.com to get me answers. I wish we can all have a conference call to sort it out. Seems like nobody knows how to respond.
Sincerely,
[redacted]

I have reviewed the complaint submitted and find as follows. United Car Care has issued the check to the selling dealer. The customer must contact the selling dealer to pick up their check.

Complaint: [redacted]
I am rejecting this response because: I was not aware of the extent of the repairs.
Sincerely,
[redacted]

Initial Business Response /[redacted]/
I have reviewed the complaint submitted and forwarded the response via email to the Denver Revdex.com as a PDF file the was submitted to the [redacted] in [redacted] for the same complaint.
Initial Consumer Rebuttal /[redacted]...

[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
There is No response. They merely refer us and [redacted] to the [redacted] Revdex.com response which we have not received. May we have the courtesy of seeing what they sent to [redacted] Revdex.com.It is a simple matter for United Car Care to send it to us. Are they embarrassed by what they sent. Please record no response received.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see our attachment.
Final Business Response /[redacted]/
The terms and conditions of the contract were attached to this complaint on 6/18/2015. Refer to section C of the contract paragraph 1.

I have researched the customers complaint and find as follows. Based on the repair facilities diagnosis and what was called in for the failed components the failures are not covered by the terms and conditions of the contract. The repair facility stated the thermostat had failed which is not a...

covered part per the terms and conditions of the contract. The repair facility also stated 2 injectors had failed due to carbon build up. Per Section E (WHAT IS NOT COVERED) of the contract failures caused by carbon are not covered. Based on the information provided by the repair facility these failures are not covered per the terms and conditions of the contract.

I have reviewed this concern and find as follows. As stated before the terms and conditions of the...

contract specifically excludes glass from coverage e section E of the contract. Also in section E of the contract damage to a caused to a covered part by a non covered part is also excluded from coverage. This is not a covetable repair per the terms and condition of the contract the customer signed and agreed to at the time the contract was purchased.

I have reviewed the customers concern and find as follows. Based on the independent inspection report and digital photos the failure is not covered based on the terms and conditions of the contract. the failure of the CV Boot is a non covered part of the customers contract. The contract is a stated...

component coverage contract and the CV Boot is not a listed part. The failed and leaked the lubricant out causing the CV Joint to fail. The failure of a covered part caused by a non covered part is not a covered repair per the terms and conditions of the contract. A copy of the independent inspection report has been forwarded to the [redacted] Revdex.com for their review as well.

Complaint: [redacted]
I am rejecting this response because:
I was never given anything stating what was covered and what was not covered. I would not have brought the extended warranty from this company if I knew everything was not covered as stated when I purchased the platinum program "which covers everything" this is what I was told. This company is great at ripping people of thanks for nothing. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I purchased the warranty incase something happen to this vehicle. I waited untill the warranty stated so I can use the "so called golden warranty" because that's what you guys take care of when I vehicle breaks. else was I supposed to do in the 30 day period. I waited untill the 30 days then took it to a shop because I was told it was going to get fixed. The dealer ship said so and if your company is so customer based why do you take there money and not warranty any parts. I never took it to a shop before the 30 days like you said I have and that's false information to cover your del and company. You tell me the dealership its denied you can tell Revdex.com its denied but when we talk on the phone you tell me every single time we are working on it that you will call me back and never do. Step up. Obey your warranty and help customers who deserve to get the "gold treatment" your warranty is a joke and its no wonder this isn't the first claim regarding the same issues. You sell bogus warranty's that say they you cover but in reality you take the money and disappear. I was told by three people your warranty will cover this simple fix that clearly falls under warranty and you have assumed I took it to a shop before the 30 days. Your warranty says " covered only if failure of a lubricated moving engine part" DAMAGED!!!. NOT BLOWN SIEZED BROKEN. Clearly two shops have proved this and you still can't figure it out. All I want is the warranty to fix what happen to the truck that states "covered" under warranty. There us no practical reason to deny what happen. You snake your way out of it! be you shirtlyerely,
[redacted]. . . . . . . . .. . . . . . .. . . . . . . . .. . .

I have reviewed the customers concern and find as follows. Based on two independent inspection reports the engine failure is due to continued operation causing sub damage to the engine. I have forwarded the inspection reports to the Denver Revdex.com for their review.  Upon customary and...

reasonable notice of the occurrence of a MECHANICALBREAKDOWN or FAILURE, YOU shall protect the VEHICLE from further damagewhether or not such MECHANICAL BREAKDOWN or FAILURE is covered byYOUR CONTRACT. Any operation of the VEHICLE that results in furtherdamage related to the original MECHANICAL BREAKDOWN OR FAILURE,shall be considered negligence on YOUR part and failure to protect theVEHICLE, which damage shall not be covered under YOUR CONTRACT. YOUare responsible for making sure that all VEHICLE fluids are full and that the oilwarning light/gauge and the temperature warning light/gauge are functioningbefore driving the VEHICLE. YOU are required to safely pull YOUR VEHICLEoff of the road and shut off the engine immediately when either of thelights/gauges indicate a problem.

(The consumer indicated he/she DID NOT accept the response from the business.)
Can United Car care provide the digital photos and independent inspection report used to make their assessment? (I don't believe they have an independent report based on the parts removed from the car)
I had a lengthy discussion with the mechanic at the shop who fixed the car and he stated he could not tell what had caused the vanos solenoid to fail. He gave me all the parts that where removed from the car. By profession I am a fuels system engineer and understand operation and failure modes of a solenoid valve. By my inspection the Vanos solenoid shows no indication of failure due to oil contamination. It looks like failure is due to the solenoid overheating (it is discolored) most likely due to the insulation breaking down in the solenoid coil windings.
UCC have not addressed the second issue of the repair done to the fuel injectors - that all 3 injectors were required to repair in accordance with [redacted] service report.
Not withstanding the details of this claim. My other issue is that United Car Care are disputing a legitimate warranty payment for repairs done to fix the car in accordance with the manufacturers service bulletins.
The warranty was sold as a top notch warranty covering all issues with the car. For $3800 I had purchased, based on the paperwork provided, peace of mind. The reality is far from that. Based on my experience so far with this claim I believe the warranty falls far short of 'the peace of mind' contract I given the impression I was purchasing. It is my assertion UCC misrepresent the reality of the contract in their marketing and documentation.
Therefor I think it would be a fair resolution to have the contract cancelled and UCC provide a full reimbursement of the money I paid minus the small amount paid out for the partial repair of the fuel injector system.

I have reviewed the complaint submitted by the customer and find as follows. United Car Care has authorized replacement of the failed components on the customers vehicle. The failure to gears, bearings, and journals are not covered by the terms and conditions of the contract. The customer failed to...

protect the vehicle after a failure. The independent inspection report has been submitted to the Revdex.com for their review and to attach to this complaint.

Complaint: [redacted]
I am rejecting this response because:
After speaking to both business managers that worked on the truck (Quick Lane & American Transmission) it has been determined that there was no damage done to the transmission as stated by the United Car Care Company. To the date no written denial letter has been received, although I have asked on several occasions to be told that it is not their policy.   The contract was canceled due to the fact that the company continues to take peoples money and not pay for eligible claims trying to find all sorts of ridiculous loop holes to not pay (45 complaints with the Revdex.com all related to the same reason) this is a pattern of theirs.  First, the damage was noticed on the 20th, at which time an appoinment was made with [redacted] for the following day.  The vehicle was dropped off on the 20th and parked on site left overnight and the key delivered to the establishment on the morning of the 21st.  After the initial inspection done by [redacted] it was said to have a transmission problem which they called United Car Care for repairs and was denied at that time.  They attempted to fix The problem which was determined to be bigger than they could handle and we were told we needed to take it to a transmission shop, the vehicle was towed to American Transmissions on the 22.   The general manager from [redacted] also contacted United Car Care to speak with someone in reference to this claim as well, stating that there was no prior problems and do not understand why it is not covered.  After arriving at the transmission shop Mr. [redacted] stated it needed a new transmission, and the warranty company (United Car Care) was contacted.  Mr. [redacted] explained that they never asked him for anything other than the diagnosis, no invoice, paperwork etc.  He said all they did was sent out two different adjusters who also asked him no questions.  He has advised me to file a complaint with the Department of Agriculture about this because it is no way this claim should not have been covered.  He said the adjuster told him that it was denied due to a long term leak and the hose rupturing, however, Mr. [redacted] states that is false because a ruptured hose would have left the car broken down and it still had oil in it despite it being low, he said low oil is not going to cause that kind of transmission damage. I have all receipts of oil changes over the year and the last one being October 2015 and was not due for another until March 2016, no problems were noted and the transmission was checked.  Since filing this claim the general manager of [redacted] Mr. [redacted], and Mr. [redacted] from American Transmission both are available for more information and will provide testimony to the fact that there was no prior damage to the vehicle they are both perplexed as to the professionalism of this organization and are willing to provide any information relevant to this claim.  As for the contract being canceled, yes we did cancel due to the lack of integrity of this organization.  After checking with the Revdex.com we see that there are a substantial amount of claims against them for the very same reason.  They do not live by their mission statement and I will never recommend them to anyone.  They take hard working people money who invest in their organization for headaches such as this and they take full advantage.  I have tried on several occasions before canceling my contract to resolve this issue and all I received was utter disrespect and unprofessionalism from the staff and left with no resolve at all.  I am outraged to say the least!  If there is no resolve through the Revdex.com my next step will be to the Department of Agriculture and even the local news if I have to, the community deserves to know about the practices of such an organization to avoid situations such as this and the other 45 on record.  Attached are the receipts from the last oil change showing the transmission was fine as well as the names and numbers of the two general managers who handled this claim from [redacted] & American Transmissions, the receipt for payment for American Transmission, and the refund given to me from [redacted] for the work they performed on the truck on the 20th which was due to the vehicle needing further transmission work.  Again both managers tried speaking to [redacted] in detail about this claim and because of his rudeness and unprofessionalism the calls were later placed to the owner who never returned any of our calls. 
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:  I sent them multiple copies of the required services as per their contract.  I even had the mechanic who performed the work personally call and confirm that the services were performed.  Their response that this information was unverifiable is blatantly FALSE!  I cancelled the agreement when they refused to honor their CONTRACT, and they refunded ONLY the unused portion of the warranty.  I cannot believe that they can get away with this FRAUD!  I am a single Mom with two young boys.  I bought this WARRANTY as an INSURANCE policy that would PREVENT me from being blindsided by large, unmanageable, devastating repair bills!  Instead I now have been SUCKERED by these UNSCRUPULOUS people!  Now I have paid for their policy AND a VERY LARGE REPAIR BILL!   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I went to the Dealership where we bought the warranty from, [redacted] at the dealership was sent an email from Jim stating that everyone agrees with the decision from [redacted] all the way to [redacted] at the GMC dealership because they all agree that we drove on the bearing. I took that email to [redacted] from the GMC dealership and showed him what United Car Care has said. [redacted] rejected the email stating that it was a lie and he has never spoken to Jim about the car and that he will put it in writing that after his professional inspection of the situation that we/the customer did not drive on the faulty part, and we actually towed the car in. United Car Care is now lying and they also are claiming that this is caused by the stabilitrack light being on and if that is the case, I brought this up to GMC and United Car Care weeks before this happened and they did nothing about that as well. From a company that states how great their customer satisfaction is, they are not holding up to that end of the contract and their judgments on how the residual damage was caused is wrong and off base. They say they stand by their decision which means they are not standing by their product. When someone pays $3500 for a warranty, they are supposed to be taken care of and not made to feel like we did the wrong thing, especially when we did not.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] in Rock Hill, Mo. Phone number [redacted], agrees with me that it was due to mechanical failure. Either way I will never agree with the decision of United Car Care to not cover the cost of a repair to a major component vital to the function of the vehicle. That is the whole reason for purchasing insurance, to cover the cost of a major repair like a front differential. They are completely useless to the general public if they cant cover that.

I have reviewed the customers concern and find as follows. The convertible electric top motor is a covered component within the terms of the contract. The failure however is the pump assembly which is excluded in section E of the contract what is not covered.  " convertible top and sunroof...

mechanisms" Paragraph 8.

I have researched the complaint submitted by Mr. [redacted] and find as follows.
Based on the diagnosis from the repair facility The vanos solenoids are plugged with debris. Failures caused by debris is not covered by the terms and conditions of the contract per section E WHAT IS NOT COVERED....

PARAGRAPH O " o. If the part(s) and / or component(s) FAILURE or
BREAKDOWN was caused by lack of required
maintenance, misuse, negligence, incorrect
computer programming, contamination of
coolant, fuel, fluids or lubricants; resulting
from engine sludge, carbon, preignition,
detonation, varnish, rust, corrosion, abuse,alteration, or lack of proper and necessary
amounts of coolant, fuel, fluids or lubricants;"
Based on the terms and conditions of the contract Section E WHAT IS NOT COVERED the injectors are upgraded parts that are not covered. Section E Paragraph 12. Any components, parts or costs involved with
updating or retrofitting covered components
or systems of YOUR VEHICLE, or due to
product changes, lack of product availability, or
government regulations by the contract.

Initial Business Response /* (1000, 5, 2015/09/29) */
I have researched the complaint submitted and find as follows.
The maintenance receipts submitted by the customer are non verifiable as per the terms and conditions of the contract.
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.
The receipts submitted do not contain the necessary information to verify maintenance was performed at the proper time and mileage recommended nor the required vehicle information.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have already sent updated documents, but they refuse to honor, my self maintenance documents. After researching the Internet on my [redacted] there are hundreds of cases exactly like mine. I kept the maintenance up myself. But United Car Care is who I'm paying for warranty coverage, since my manufacturer warranty expired. (Go to: [redacted] engine/recall).
Final Business Response /* (4000, 9, 2015/10/10) */
The maintenence receipts received are non verifiable per the terms and conditions of the contract. United Car Care stands by the original decision.