AAA Autoguard Certi-Car, Inc. I have a bnumper to bumper contract. They have not honored the contract. amagansett, New York
I have a bumper to bumper warranty. The left rear spindle, part of the suspension, broke. My mechanic, a trusted seasoned mechanic of many years, assured me the failure point was structural and should be covered by a bumper to bumper warranty. After two days AAA Auto Warranty sent a guy to look at the car. He said the problem had to do with the emergency brake and was not covered. My mechanic said it absolutely did not. Part of the structural suspension spindle broke, further damagifng the emergency brake. He said if the emergency brake were the problem there would be sings of burn marks. There were no signs of brake involvement.
It took two days for the warranty company to send an investigator guy out. Then two days later he called to tell the mechanic it was not covered. My mechanic suggested I phone and ask for a review of the claim because there was absolutely no evidence that the emergency brake was the failure point. I phone for a review and for a supervisor to phone me back. /Three days go by... no call back. I phone again and was promised a phone call back within the hour.
Two days ... no phone call. I call the company that I originally dealt with and finally Denise Glover phoned me back and said that she did not call me back as the mechanic should be the one to call. The mechanic called and they simply said "no". Now seven or eight days had gone by, and I could not get any further in the company than the girl who answered the phone who simply read the inaccurate report back to me. She did admit that it was written in the report that there was no sign of brake involvement.
1 Updates & Rebuttals
AutoGuard Warranty
Mount Sinai,New York,
United States of America
Corrective Action Taken To Resolve Complaint
#2UPDATE Employee
Fri, March 08, 2013
We were made aware of the members complaint on 6/26/2012, took
action and spoke directly with the member to resolve the issue immediately.
Prior to 6/26/2012 an inspector was sent out to review the claim placed by the member and reported back that that the cause of failure was the left rear spindle from the parking brake retainer. Because this part is not covered in our contract, this caused the claim to be denied (brake hardware is excluded per section A and B in the Exclusions section of our Terms and
Conditions). When assessing the information provided by the member, we approached our underwriters and asked that the claim be re-reviewed.
After further investigation, we came to the conclusion that this was denied error as the anchor that holds the brake shoes in place, broke off the spindle assembly. In rare cases, this part is molded into the spindle and is not a separate piece of the brake hardware which is otherwise not covered under contract. Once this was determined, we immediately approved the claim and requested a check to be issued to the member for the cost of the repair and reimbursed her expenses in the amount of $538.56. The member was satisfied in result.
On 8/7/2012, the member contacted us and explained that they had not received the reimbursement check that was sent. We explained to the member that we will look in to the cause of the delay. We discovered that the member's address that we had on file was incorrect. We contacted the member and corrected the issue with the address. The member received the
reimbursement check on 8/13/2012 and this issue had been resolved in its entirety.