| American Automotive Services |
| American Automotive Services Solutions Inc Pressured me into purchasing a policy then used the same sales tactics against me to avoid claim, then can |
| 22nd of Jun, 2011 by User188133 |
| After receiving a promotional letter in the mail in reference to extending the warranty on my car, on March 18th I called to get information. During the call, I advised the sales rep that I did not have my car in my possession. I was informed that I could only secure the policy during the call. I was advised to guess mileage and I did. At that point, I was placed on hold to see if my vehicle could be covered over 100,000 miles. I was told yes. On May 12th, a claim was submitted and denied due to a discrepancy in the miles. The miles on the odometer reflected differently from the miles on the contract. I called the finance company to inquire about my claim and explained why there was a discrepancy in miles. I was advised by a rep at finance company (Marathon) that I needed to consult with an agent at AA to correct the miles on the policy and the claim could be processed afterwards. I spoke to Claudia Gonzalez and was told I needed something to verify miles. The title to the vehicle was faxed and receipt was verified by Claudia on 5/27/11. Two weeks later on 6/10/11, I called to get an update and was informed that the fax was not legible. At this point, I was a little frustrated, because I felt that if this was truly the problem why wasnt this brought to my attention on the day the fax was received by Claudia. I called and verified receipt over the phone and Claudia stated she had the fax in her hand and was looking at it as I was talking to her on the phone. Furthermore, she had a total of 14 days to inform me of the issue for which she never did. I requested to send the information via email. On 6/10/11, I emailed pictures of the mileage reflecting on the odometer, pictures to show the condition of the car, a notarized document that verified the odometer reading and the VIN number and the title in both a jpeg and pdf file. I requested a confirmation via email and followed up with a call to verify receipt, as well as. Claudia informed me that she would send the information over for processing. During the mean time, I contacted the finance company (Marathon), to inquiry about my claim status and was informed that they had not received any information from AA. I was advised by Marathons agent to call and speak to a manager. I called and spoke to Jeff Walden on 6/10/11. My conversation with Mr. Walden was about 15 or 20 minute for which he stated I provided more than enough information in comparison to other customers. I was promised a return call on Monday 6/13/11. Jeff was a really nice person over the phone, but he never returned my call. In turn, I called the office on Thursday 6/14/11 and was informed by Claudia that the tape was being pulled and reviewed. At this point, Im trying to understand why Claudia would have an attitude considering my car has been down for over a month, Ive forwarded over everything that I could have possibly sent and the fact that Ive been extremely patient throughout the process despite how Ive been neglected as a customer. Throughout the entire process, Claudia has made promises to return calls for which she never fulfilled. Each time that I called her, her statements were redundant, there was never any updates. Claudia misled me to believe that she communicating with the finance company (Marathon), when actually she was consulting with a department within her office, yet, shifting the blame to Marathon, whom had nothing to do with the mileage adjustment being made. Once, I informed her that I was in consistent communication with Marathon and that she was blowing me off and not being truthful to me, her character and tone changed. At this point, Claudia had raised her voice and is telling me I should have called back to correct the mileage on my car. She went on to say this should have been my first priority over any thing else. After I was informed by Claudia, that my claim was denied I advised her that I was seeking the advice of an attorney. At this point she accused me of threatening her. Also, requested a letter of denial. Claudia told me she could not provide me with this information and that I needed to call the finance company, Marathon. To me, this was again just a way for her to be despiteful to me because the decision to deny the claim stimulated from an in-house department. I called Marathon on 6/14 to request a letter and was informed that my claim had not been denied. The agent requested contact information for the AA agent. According to the agent at Marathon, I was to submit verification of miles to any agent representing AA. Once the documents were submitted, AA would make the adjustment. The updated information would be forwarded to Marathon and my claim would be processed. Certainly, the agent(s) at Marathon were more responsive to me despite being unable to assist me further. I called the Marathon, the finance company on 6/23/11 and was informed that my policy had been cancelled and a check had been mailed out to me. After I was told my claim would be cancelled, I was asked if I wanted to cancel my policy. I informed Claudia that I needed to consult with an attorney before I made that decision. Thereafter, I sent an email to both Claudia and her Mgr. Jeff Walden informing them to keep my policy active. How is this type of behavior from an organization possible? |
|
|
|
Post your Comment
|
|
|
