Complaint Review: Automotive Warranty Advisors - Huntsville Alabama

I have been paying ASCS for warranty coverage for over a year. Recently, I filed my first claim. I guess I should be thankful that the company actually approved my claim, but they chose to replace the motor rather than repair it. They refused the dealership's offer of a factory motor on hand. Instead, they sent  a "used lot" motor to replace my original motor, which was the wrong motor. After waiting a week for diagnosis, another week for teardown, another week for inspection, and yet another week for the motor to arrive, I am now being told that I must wait another week for another "used lot" motor to be sent. Then, the dealership needs to inspect and possibly repair the used replacement motor before installing it. I spoke to my ACSC adjuster when I found out the wrong motor was sent and requested info on the rental claim they offer. He said he would get back to me later that day. 4 days later, I still have not received a call and he is not responding to my voicemails. I'm wondering if I will ever get my van back and if the used motor will be half as good as the original motor that was only 6 years old.

i would be interested in a suit

As ex employee concerning the original rebuttals/responses to the "original" report, I am COMPLETELY RETRACTING all statements made.  The original statements were made with partial information from only one perspective.  I have since received complete information concerning the circumstances of the situations.  Dean Cloud and ACSC DO perform their duties and conduct business with a high degree of professionalism, expertise, and accuracy.  Further, their qualifications are among the highest of standards.  ACSC and staff are indeed qualified, reputable, ethical, and experienced.

I am an ex, senior employee who worked directly with "Dean Cloud" as referrenced in the original report.  This customer is telling it EXACTLY how it is!  This is classic ACSC protocol.  They promise their customers everything in the contract and then when its time for a customer to file a claim, they distort the wording and original intent of the contract and make every attempt to "play on words" to get out of paying the claim.  I am an ASE qualified technician for over 15 years, and when I hear Mr. Cloud talking with customers about why their claim was denied, its plain to see, Mr. Cloud knows very little about automotive mechanics and often renders false, misleading information to the customers. (I would challenge him or any employee or staff member to a test of technical mechanical knowledge, personnel administration, and personnel management procedures fror every single facet of this industry simply to prove his gross ignorance of his job!) He also directs his claims adjustors to do the same and he verbally forces his opinions and direvtives to the claims adjustors to deny claims.  I refused to conduct business under those directives and I encouraged the other adjustors to do the same. I received endless phone calls, daily, about "why" claims were being denied. I had no answer to give the customers because i knew they should have been paid.  Therefore I transferred the call to Dean Cloud (who either originally denied the claim himself, or directed one of his adjustors to do so) and I let Mr. Cloud explain to the customer "why" he denied it.  Time and time again, he stretched and distorted the words and meanings of the contracts, making every pathetic effort to maintain his non qualified decision.  The general public and the ACSC customers would be shocked to learn of the gross lack of qualified personnel and their ignorance in running this company!  This company is unorganized, inefficient, has endless problems with its computer systems, constantly looses data AND reports data erroneously to the customers file, and has very little technical knowledge and understanding of the very contracts they sell, YET they are the ones making the decisions to DENY claims.  However, one thing they are very very good at is: turning down and denying claims the customers are entitled to.  The contracts they write are very ambiguous and vague, and they continually deny rightfully due claims by continually operating in this "gray" area. I have personally argued and defended the customers "right" to have their claim approved, but i am ignored by Dean Cloud himself as well as the CEO of the company.  As long as I could get to the customers first, I was able to help them and process their claims justly.  However, if Mr. Cloud gets to them first or directs his adjustors to do so, the customer is often wrongfully denied.  This is my personal knowledge and direct observations I have witnessed first hand.  I was very recentely fired, as a senior member of management, for rightfully approving a claim for a customer who rightfully deserved it!  I welcome the opportunity and put myself at anyones service who would like to know exactly how this company conducts business from the inside out.  I have a wealth of factual information about the way ACSC treats its customers and processes claims.  I can tell you exactly how they work, how they think, and how they get out of paying claims.  I can tell you everything they do not tell their customers and how they get out of honoring their contracts!  This company is grossly unethical and has the poorest standards of conduct Ive ever encountered!