Complaint Review: gold key ACSC warranty - huntsville Alabama

A word to every one that thinks that checking with BBB will help you will get all complaints as resolved and they keep there A+ rating If the company don't respond case will be closed. the BBB is not an Investigative agency they do not arbitrate anything  so what i have seen you cant trust anyone. there is No agency looking out for the consumer      Consumer's Original Complaint : on 03/02/10 i was contacted by us auto protection sales person justin schwent and he wanted to sell me extended warrinty on my 2002 F350. i paid for the plan. on 12/9/10 i placed a claim with us auto protection the seller of the plan acsc is the people that do the service. the plan was for 100,000 miles first they stated that i misstated the milage and so they was not going to fix anything after i told them that justin said that it didn't mater when he sold me the contract. after that they said they would fix it but the next day they changed there mind and was not going to fix it. there reason is that i have a 5th wheel hitch in the back of the pickup installed by the dealer. on where in the contract does it state you cant have a towing package   Consumer's Desired Resolution: i want the pickup fixed per the contract   BBB Processing   12/15/2010                web      BBB         Complaint Received by BBB 12/16/2010                kdr        BBB         Member or MIP Complaint Reviewed by BBB Operator 12/16/2010                Otto      EMAIL     Send Acknowledgement to Consumer 12/16/2010                Otto      EMAIL     Inform MIP Member of Complaint 12/20/2010                WEB      BBB         RECEIVE BUSINESS RESPONSE : The contract clearly states that the vehicle cannot be modified as this will potentially void coverage.  Unfortunately, the 5th wheel was added not by the factory but the dealer instead.  This is considered a modification. 12/20/2010                pac        EMAIL     Forward Business response to Consumer 01/03/2011                pac        BBB         No Consumer Response- Assumed Resolved w/o Letter 01/03/2011                Otto      BBB         Case closed - Assumed RESOLVED 01/13/2011                pac        BBB         ReOpen the Complaint 01/13/2011                pac        BBB         RECEIVED CONSUMER REBUTTAL : this is NOT RESOLVED THEY HAVE LIED TO ME THE THINK THEYB ARE ABOVE THE LAW. THEY HA NOT EVER TRIED TO REVOLVED THIS. 01/13/2011                pac        BBB         RECEIVED CONSUMER REBUTTAL : There thoughts is not pay the clame it will be cheaper to give back the money for yhe clame. 01/13/2011                pac        EMAIL     Forward Consumer Rebuttal to Business 01/14/2011                WEB      BBB         RECEIVED BUSINESS' REBUTTAL RESPONSE : The policy specifically states that the vehicle may not be modified, and that modifications may result in the denial of claims and/or cancellation of the policy. 01/14/2011                pac        EMAIL     Send Consumer Rebuttal - No New Offer - AJR 01/16/2011                              BBB         MORE INFO RECEIVED FROM THE CONSUMER : there has been no response on this clame 01/18/2011                pac        BBB         RECEIVED CONSUMER REBUTTAL : Your own employees state.                                 After several years of service with ACSC (Gold Key Warranty) and having served as a senior member of management, I was fired for what they called "insubordination".  The Director and the "Claims Appeal Board" turned down 2 individual claims that were rightly justified and should have been paid to the two customers.  When the customers called to inquire as to "why" their claims had been denied, I found no reason whatsoever to justify the denials.  I rightfully approved the claims and processed them for payment.  The next day I was terminated upon my arrival to work without question or inquiry.  When I asked why I was being terminated, the only response given me was that I overturned a decision that was made by superiors and the "Claims Appeal Board", regardless of the facts that the claims were wrongfully denied and should have been paid!  I cannot stand by and let claims that I know are rightfully justified and warranted, to go unpaid to the customers.  I have personally heard the Claims Director give direction to deny rightful entitlements over and over again, and I have reported this to the CEO of ACSC who in turn condoned the wrongful actions and refused to act responsibly and ethically in spite of what the customers contract authorized.  I have directed Claims Adjustors, numerous times, to pay claims rightfully due to the customers and this has caused great conflict and tension within the claims department and company wide.  I assured the Adjustors they could not be fired for doing what is morally and ethically right AND legal!  (I was obviously wrong) as I was terminated for that very reason.  I welcome any Attorneys, press, and ACSC customers (past or present) who wish to learn about the foul unethical practices and gross lack of qualifications the CEO and staff possess.  ACSC has very poor protocol and severly lacks the technical qualifications to conduct "fairly" the very business they practice.  The "Claims Appeal Board" consists of 3 members with NO certifiable mechanical experience whatsoever! The Claims Director is one of the 3 members who sits on the board and also denies the customers claims. (This sounds like a conflict of interest to me).  This now translates to only 2 members left of which the, also, unethical CEO (as stated above) is another board member!  The remaining board member is in "sales" & "customer service".  These 3 people make up the "ACSC Claims Appeal Board" (it sounds fancy and professional...but 01/18/2011                pac        EMAIL     Forward Consumer Rebuttal to Business 01/20/2011                WEB      BBB         RECEIVED BUSINESS' REBUTTAL RESPONSE : That was a terminated employee who has since retracted that statement. 01/20/2011                pac        EMAIL     Send Business' Rebuttal Response-New Offer 02/01/2011                OttO      BBB         No Consumer Response- Assumed Resolved with Letter 02/01/2011                OttO      EMAIL     Inform Business - Case Closed ASSUMED RESOLVED 02/01/2011                OttO      BBB         Case closed - Assumed RESOLVED 02/04/2011                              BBB         MORE INFO RECEIVED FROM THE CONSUMER : do not close thos case 02/07/2011                pac        BBB         ReOpen the Complaint 02/07/2011                pac        BBB         RECEIVED CONSUMER REBUTTAL : the stare attourny general is investigatine I do not want this case closes until I get my money for fixing my pickup $4700                                 BBB comment: Did Mr. purchase an extended warranty from ACSC? 02/07/2011                pac        BBB         CASE CLOSED AS INVALID : This is invalid. The consumer added a 5th wheel. He needs to continue working with the AG's office. 02/18/2011                              BBB         MORE INFO RECEIVED FROM THE CONSUMER : the last time i talked to goldkey the told mr to sumit a leter to them i have yet to here from them                                 2-18-2011 Mr. Pitcher,                                 The BBB of North Alabama has closed your case based on the business reply below:                                 The policy specifically states that the vehicle may not be modified, and that modifications may result in the denial of claims and/or cancellation of the policy.                                                               Sincerely,Peggy Cole | Dispute Resolution Counselor TEL: 256-532-1437 Fax: 256-533-1177 E-Mail: [email protected] www.bbb.org l Start With Trust

  If people actually sat down and read one of these warranty contracts, they'd be fully informed.  They'd also very likely demand their money back.   The contracts are so full of "outs" for the company that they can (and will) deny claims for any number of reasons.  The most common reasons are that the vehicle was not maintained to their standards, or they've determined that the problem existed before the contract was purchased.

  I suggest that anyone who is thinking about buying one of these 3rd party warranties simply peruse the "auto warranty" section of this website. 

    I understand the frustration that someone has when they assume something is covered and it is not. But , we as consumers STILL have a degree of responsibility to make sure that our purchase fit our need. USAP is a BROKER (middleman) to ONLY A Rated Providers like AAS, therefore USAP has no liability to pay out ANY claim. AAS would be responsible to pay for a covered item and that is relayed on the calls. Furthermore, the actual paperwork was received within 7-10 business days and the customer had a 30 DAY REVIEW- to view the hard copy and put to rest any buyers remorse that may occur post sale, and if there is ANY DOUBT then the customer is entitled to a FULL MONEY BACK GUARANTEE. If the policy did Not meet the customers needs and he failed to get his money back, then IS IT REALLY THE BROKERS liability?? NO....we as consumers STILL have to read contracts before committing and TAKE SOME DEGREE OF ACCOUNTABILITY. Afterall, the customer initiated the call and stayed on the phone to willingly purchase the coverage. And it needs to be noted that its POWERtrain coverage. Powertrain coverage does not include the injectors or front end....its the powertrain or engine, tranny and drive axles. Consumer Responsibility......where does it begin/end?

I am posting this as an educated  consumer , not as a representative of USAP. Therefore, the views that were expressed do not necessarily reflect USAP.

 

For all that Have a complaint agenst ACSC (gold KEY) the Alabama attorny may want to here from you. I have an open case with the attorny general