Subject: Denial of Warranty Claim. This concerns our mutual customer, XXXXXXXXX, with the 2016 Volkswagen Jetta Claim ID: 4602653.
I am writing to express my extreme dissatisfaction with the recent denial of my warranty claim for my vehicle, a 2016 Volkswagen Jetta, under VSP# 967502. My experience with Concord Auto Protect thus far has been nothing short of frustrating and disappointing.
On 08/01/2023, My car was seen at Flow Volkswagen in Wilmington, North Carolina.
I submitted a claim to repair my vehicle, which was experiencing an engine failure. I followed all the required procedures, including notifying Concord Auto Protect promptly and providing all necessary documentation, including repair estimates and invoices.
However, to my astonishment, my claim was denied on 08/28/2023 on the grounds of
1) "We do not cover any repairs due to loss of
lubrication."
2) "Any modifications or improvements to the vehicle that will alter any Factory Specifications are excluded from coverage."
I find this decision completely unjust and unreasonable, as my policy clearly covers the repairs needed for my vehicle. I have thoroughly reviewed my policy documents, and there is no indication that the specific issue I faced should be excluded from coverage. I have submitted written proof that the lack of oil WAS NOT the issue. It was clearly stated that master technicians and ASE-certified technicians noted that the oil level was full. In the written answers to Alec Brenner's questions, oil had to be withdrawn to diagnose the computer codes. Also, to make a note, Flow Volkswagen never started the car and was pushed and pulled in and out of the bay. But, as stated by Flow Volkswagen, On the contrary, your inspector Jim Cannaey started the engine and caused more damage!
Again, here are the questions and answers to Alex Brenner's request.
Questions and Answers:
Q-What was the customer's initial complaint on arrival?
A- Engine noise, rattling, and grinding noise coming from the engine compartment.
Q- Was this vehicle towed in?
A- Yes, Towed by AAA on Monday 07/31/23.
Q-What was the diagnostic procedure?
A- 1) $160 Diagnostic Scan Tool to check for Faults and Codes & 27 Point perform complimentary Multi-Point Inspection.
3) Drained Oil Sample -- Found Heavy Metal particulates
4) Removed Oil Filter -- Found Heavy Metal Particulates
5) Oil Filter Housing -- Found Heavy Metal Particulates
Q-What are the trouble codes stored or present?
A- Stored and Present Codes: CPLA
1) P0327-Knock Sensor 1 (Circ Low Input)
2) P1946-Radiator Fan Control Module 1 (Faulty/Open Circ)
3) P03B9-Cycl 4 Pressure too High (Too Much Compression)
Q-What is the level and condition of the Motor Oil?
A- The level of oil was perfect. It was filled to the proper recommended level.
Q-In your opinion, what caused this failure?
A- Basically, s**t Happens—This is an unfortunate and rare situation. In my experience as a service manager, I have never seen this happen when the customer has gone above and beyond taking care of their vehicle. This repair is unfortunate and just happened and did NOT have anything to do with XXXXXXXX, the owner.
XXXXXXXXX has taken great care of his Jetta, and documents prove that. His Jetta has extremely low mileage (61,223 miles) for a 2016 model, and this should not have happened, but it did. Research has come up with zero compatible vehicles with this low mileage. Flow Volkswagen recommends a new engine and turbo to restore his Jetta.
To process this claim as soon as possible per your email, this is a list of all your questions and answers, including customer complaints and tech findings. A detailed estimate is attached. A list of service records and the required photographs are attached.
Thank you.
Service Advisor/Manager
Dan Dickerson
Regarding your accusation of modifications, I purchased the vehicle with the air filter installed. I bought the car in 2020 from an Acura dealership in Fayetteville, North Carolina. What happened previously to me purchasing the car was out of my hands, including any additions to the vehicle. The car was in excellent condition and included a 10,000-mile full warranty from the time of purchase. I had technically doubled the warranty by 10,000 miles when not needed.
Your company approved this service contract without requiring an inspection. I'm afraid I have to disagree that that part is my fault. Your company should require a pre-purchase inspection to avoid this hassle and ongoing debate. But I understand this tactic is to avoid paying for repairs by exhausting the situation in hopes the customer tires and gives up. This is not the case. I have done nothing wrong, and bad things happen to good people. That is why I spent $2000 CASH to aid in avoiding the headache of repairs.
Volkswagen technicians, who are experts, explained that without adding a coolant system to provide cold air, your inspector was wrong to say a cold air intake was installed. Instead, a higher-quality air filter was installed before my purchase that only improved the engine's quality by providing increased airflow, decreasing negative impacts on the engine. That was an incorrect causation for the engine failure. The air filter was explicitly fitted for this vehicle. The purpose is to help the engine breathe better by adding increased airflow. The air filter was fitted to the factory specifications parts, and absolutely nothing had to be done to alter the factory specifications to be equipped. In addition, the air filter isn't in the debate for needing to be replaced. The engine is a separate component, and as stated several times,
I made my premium payments on time and in good faith, trusting that Concord Auto Protect would honor its contractual obligations to provide coverage for the stated repairs. It is disheartening to encounter such a lack of transparency and accountability.
I kindly request that you review my claim again, considering the terms and conditions of my policy. If there was a misunderstanding or miscommunication, I am open to resolving this matter amicably and per the terms of my contract.
Please respond to this letter promptly to initiate reevaluating my warranty claim. I am finding alternative avenues, filing a claim to the BBB, "Rippedoffreport," with The Federal Trade Commission, and seeking legal assistance. State Senator Thom Tillis recommended these actions to ensure my rights as a policyholder are upheld. He also informed me that the courts favor the customer over fraudulent auto warranty companies. Research has shown the Pennsylvania mailbox as your place of business when working out of Brooklyn, NY. NO LEGAL ENTITY IN PA!!! The 1150 1st #501 is a shared space with a mailbox, no office.
I believe in the importance of maintaining a positive and professional customer-provider relationship. I sincerely hope we can resolve this matter swiftly and avoid further inconvenience and frustration.
Thank you for your immediate attention to this matter. I look forward to your prompt response.
We purchased a used auto warranty for our 2018 Dodge ram 2500 diesel. April of 2021 with gene Harris and his exact words said this is a bumper to bumper policy like a brand new car and it was good for a 156000 miles or 2026 whichever expires 1st, So we purchased the warranty for $3100 a year .and 10 months later, we're having problems with the truck. We asked them to check the injectors as the engine was missing, when they check the injectors they all failed .Those are listed on our warranty and concord as of todays date has only offered to pay $500.00. All parts per our diesel mechanic, states these are all on the warranty. I have called them every single day for more than 2 weeks and keep getting no straight answers. this is fraud. the above was files over a year ago. after researching this company ,I cant find any business filing in the state of PA, so i went further and found the corporation in Brooklyn NY I have left messages with all of pa meaning sec of state , bbb, state revenue office etc to go after them. ALSO THE 1150 1ST AVE #501 KING OF PRUSSIA PA IN NOTHING BUT A MAIL BOX in a office complex. companies like this should be prosecuted .
BEWARE!!!!
BEWARE!!!
THEY WILL TAKE YOUR MONEY AND RUN!!!
FAKE ADRESS IN PA!!!
NO LEGAL ENTITY IN PA!!! the 1150 1st #501 is a shared space with a mail box, no office.
I purchased two extended warranties from this company. They used deceptive sales practices when selling the policy to me. I found this out after I was denied coverage for my vehicle's electrical repairs. I then proceeded to cancel BOTH policies within 3 months of purchase.
They promised me a refund within 10 days from cancellation. I was first told "You will receive a check by mail in 10 days" and after two weeks when I called them to check on that, they said "You will receive a Zelle payment by the end of the week." I waited until then and called back, at which time I was told "You will receive a PayPal payment within 2 days..."
It has been two days and still I have no refund on hand. I am out over $5k at this time. I was told that "Michael Solomon is the only person who processes refunds." I have sent him a fax and have not heard back from him or anyone at this company.
Concord Auto Protect- Michael Soloman took my $1800 for extended warranty & won't approve a simple claim.
Liars, crooks and scammers-Michael Soloman takes advantage of senior citizens! When I asked for my money back I'm always told I'll have an answer by end of day-every day I call is the same answer-These scumbags need to be put out of business! They signed a contract for extended auto coverage in exchange for my $1800. They need to be held accountable!
Now Michael Soloman hides behind his phone & has his flunkies answer the call with the same lies!! I found 84 other complaints against this scumbag!! They take your money, but you'll never get a claim approved-Made my claim on 10/17/2022, still being lied to! King of Prussia, Pennsyvania
I purchased this extended auto warranty a few months back from a sales representative at Concord Auto Protect in good faith feeling that reviews provided were accurate. Well the first time I attempted to use the warranty for a fuel related item they declined the request and offered me $300 out of a $2,000 invoice. The second time I attempted to use the warranty for an ABS problem they again declined and offered me $200 in good faith of a $3,000 invoice.
BUYER BEWARE!!! Possibly all their positive reviews may be fake, as I was fooled by all their reviews. I had purchased a service agreement to start right after my Manufacturers warranty on my Maserati, in July of 2018. They would not fix my car or honor the service agreement, that I had fully paid for, and proceeded to just refund my warranty without authorization when they tried to wash their hands of the situation.
I had selected their company after my internet research brought me to them as covering Maserati's and having good reviews online. I talked to a sales person and they sold me on the Premium plan with tire hazard coverage and paid in full up front. Therefore I thought we were all good to go once the manufacturers warranty ran out. I keep impeccable care of my Maserati, always service at the dealership, and all work done at the dealership.
At Cleveland Motorsports, which sells and services high end vehicles from Aston Martins, Maserati's Bentleys, Rolls Royce, etc. So they obviously are a reputable company and service center. Any and all work I needed done was done here and also had the vehicle checked out before my warranty ended in July to make sure we were good to go. And selected Concord Auto Protect (www.concordautoprotectscam.com) as the extended warranty company.
I paid for the 66 month 60,000 mile extended warranty/service agreement to start literally right when my manufacturers warranty ended. This is where the problems started to happen. My 2014 Maserati Ghibli started to sound like it was running rough and the check engine light would flash on and off, so I called the service center and asked for advice and following their advice I added some oil and still sounded rough and then brought the car in.
I'm no mechanic and a normal car owner and have no idea what is wrong with the car. (Concord claims that I somehow should know what was wrong and stopped driving and gotten the car towed, I'm sure no one here does that when the check engine night flashes on and off intermittently). I began a claim then while the car was being looked at.
The service center finishes their diagnostic and finds that there is metal in the oil and the car needs a new engine. I think ok, I'm fine my extended warranty/service agreement I bought already will be covered as it explicitly stated that they cover the engine and drivetrain. So they begin their claim review and they find out that it will need a new engine.
They begin their "investigation" which seems to be just googling and trying to find a way out or common problems. And they try to blame the service center (A high end luxury service center by the way) of trying to pass on the problem. Which is total bs, as they request all service records which we sent to them, and all diagnostics. Maserati went even as far to get all service records even from the previous owner and the car was perfect till that moment it just decided to die.
Concord Auto Protect told me it was Maserati's fault, and also the service centers fault, and even tried to say it was my fault for driving the car when the check engine light was on intermittently. Basically trying not to pay out their claim and fix my car. In the end they just said they would refund my money, and I said hell no, I paid you for a service agreement and I expect you to honor it, and I specifically stated I do NOT authorize a refund or termination of the agreement.
Low and behold they refunded and tried to wash their hands of the whole situation. TLDR; I paid for an service agreement on a Maserati, it had problems when the warranty/service agreement started. Needed a new engine. Concord Auto Protect said they wouldn't honor the agreement for various things that were untrue.
In the end they just made an unauthorized refund to wash their hands of the situation and will not honor their agreement. Concord will not cover repairs on a car if they think it just costs to much, basically a scam if you have any major issues. I'm sure either their reviews are pumped up paid fake reviews or something on all these sites. Go to concordautoprotectscam.com for more on this story, should have a youtube video soon, as well.
Please share and BUYER BEWARE. SCAM extended warranty!!!! Feel free to reach out if you have had a similar experience, will have a contact form on the website, because I think they filter out the bad reviews and I'm unsure if this will survive their screenings.
Concord Auto Protect Reviews
Subject: Denial of Warranty Claim. This concerns our mutual customer, XXXXXXXXX, with the 2016 Volkswagen Jetta Claim ID: 4602653.
I am writing to express my extreme dissatisfaction with the recent denial of my warranty claim for my vehicle, a 2016 Volkswagen Jetta, under VSP# 967502. My experience with Concord Auto Protect thus far has been nothing short of frustrating and disappointing.
On 08/01/2023, My car was seen at Flow Volkswagen in Wilmington, North Carolina.
I submitted a claim to repair my vehicle, which was experiencing an engine failure. I followed all the required procedures, including notifying Concord Auto Protect promptly and providing all necessary documentation, including repair estimates and invoices.
However, to my astonishment, my claim was denied on 08/28/2023 on the grounds of
1) "We do not cover any repairs due to loss of
lubrication."
2) "Any modifications or improvements to the vehicle that will alter any Factory Specifications are excluded from coverage."
I find this decision completely unjust and unreasonable, as my policy clearly covers the repairs needed for my vehicle. I have thoroughly reviewed my policy documents, and there is no indication that the specific issue I faced should be excluded from coverage. I have submitted written proof that the lack of oil WAS NOT the issue. It was clearly stated that master technicians and ASE-certified technicians noted that the oil level was full. In the written answers to Alec Brenner's questions, oil had to be withdrawn to diagnose the computer codes. Also, to make a note, Flow Volkswagen never started the car and was pushed and pulled in and out of the bay. But, as stated by Flow Volkswagen, On the contrary, your inspector Jim Cannaey started the engine and caused more damage!
Again, here are the questions and answers to Alex Brenner's request.
Questions and Answers:
Q-What was the customer's initial complaint on arrival?
A- Engine noise, rattling, and grinding noise coming from the engine compartment.
Q- Was this vehicle towed in?
A- Yes, Towed by AAA on Monday 07/31/23.
Q-What was the diagnostic procedure?
A- 1) $160 Diagnostic Scan Tool to check for Faults and Codes & 27 Point perform complimentary Multi-Point Inspection.
2) Eternal Engine Damage (Knocking, Grinding inside internal Engine)
3) Drained Oil Sample -- Found Heavy Metal particulates
4) Removed Oil Filter -- Found Heavy Metal Particulates
5) Oil Filter Housing -- Found Heavy Metal Particulates
Q-What are the trouble codes stored or present?
A- Stored and Present Codes: CPLA
1) P0327-Knock Sensor 1 (Circ Low Input)
2) P1946-Radiator Fan Control Module 1 (Faulty/Open Circ)
3) P03B9-Cycl 4 Pressure too High (Too Much Compression)
Q-What is the level and condition of the Motor Oil?
A- The level of oil was perfect. It was filled to the proper recommended level.
Q-In your opinion, what caused this failure?
A- Basically, s**t Happens—This is an unfortunate and rare situation. In my experience as a service manager, I have never seen this happen when the customer has gone above and beyond taking care of their vehicle. This repair is unfortunate and just happened and did NOT have anything to do with XXXXXXXX, the owner.
XXXXXXXXX has taken great care of his Jetta, and documents prove that. His Jetta has extremely low mileage (61,223 miles) for a 2016 model, and this should not have happened, but it did. Research has come up with zero compatible vehicles with this low mileage. Flow Volkswagen recommends a new engine and turbo to restore his Jetta.
To process this claim as soon as possible per your email, this is a list of all your questions and answers, including customer complaints and tech findings. A detailed estimate is attached. A list of service records and the required photographs are attached.
Thank you.
Service Advisor/Manager
Dan Dickerson
Regarding your accusation of modifications, I purchased the vehicle with the air filter installed. I bought the car in 2020 from an Acura dealership in Fayetteville, North Carolina. What happened previously to me purchasing the car was out of my hands, including any additions to the vehicle. The car was in excellent condition and included a 10,000-mile full warranty from the time of purchase. I had technically doubled the warranty by 10,000 miles when not needed.
Your company approved this service contract without requiring an inspection. I'm afraid I have to disagree that that part is my fault. Your company should require a pre-purchase inspection to avoid this hassle and ongoing debate. But I understand this tactic is to avoid paying for repairs by exhausting the situation in hopes the customer tires and gives up. This is not the case. I have done nothing wrong, and bad things happen to good people. That is why I spent $2000 CASH to aid in avoiding the headache of repairs.
Volkswagen technicians, who are experts, explained that without adding a coolant system to provide cold air, your inspector was wrong to say a cold air intake was installed. Instead, a higher-quality air filter was installed before my purchase that only improved the engine's quality by providing increased airflow, decreasing negative impacts on the engine. That was an incorrect causation for the engine failure. The air filter was explicitly fitted for this vehicle. The purpose is to help the engine breathe better by adding increased airflow. The air filter was fitted to the factory specifications parts, and absolutely nothing had to be done to alter the factory specifications to be equipped. In addition, the air filter isn't in the debate for needing to be replaced. The engine is a separate component, and as stated several times,
I made my premium payments on time and in good faith, trusting that Concord Auto Protect would honor its contractual obligations to provide coverage for the stated repairs. It is disheartening to encounter such a lack of transparency and accountability.
I kindly request that you review my claim again, considering the terms and conditions of my policy. If there was a misunderstanding or miscommunication, I am open to resolving this matter amicably and per the terms of my contract.
Please respond to this letter promptly to initiate reevaluating my warranty claim. I am finding alternative avenues, filing a claim to the BBB, "Rippedoffreport," with The Federal Trade Commission, and seeking legal assistance. State Senator Thom Tillis recommended these actions to ensure my rights as a policyholder are upheld. He also informed me that the courts favor the customer over fraudulent auto warranty companies. Research has shown the Pennsylvania mailbox as your place of business when working out of Brooklyn, NY. NO LEGAL ENTITY IN PA!!! The 1150 1st #501 is a shared space with a mailbox, no office.
I believe in the importance of maintaining a positive and professional customer-provider relationship. I sincerely hope we can resolve this matter swiftly and avoid further inconvenience and frustration.
Thank you for your immediate attention to this matter. I look forward to your prompt response.
Sincerely,
We purchased a used auto warranty for our 2018 Dodge ram 2500 diesel. April of 2021 with gene Harris and his exact words said this is a bumper to bumper policy like a brand new car and it was good for a 156000 miles or 2026 whichever expires 1st, So we purchased the warranty for $3100 a year .and 10 months later, we're having problems with the truck. We asked them to check the injectors as the engine was missing, when they check the injectors they all failed .Those are listed on our warranty and concord as of todays date has only offered to pay $500.00. All parts per our diesel mechanic, states these are all on the warranty. I have called them every single day for more than 2 weeks and keep getting no straight answers. this is fraud. the above was files over a year ago. after researching this company ,I cant find any business filing in the state of PA, so i went further and found the corporation in Brooklyn NY I have left messages with all of pa meaning sec of state , bbb, state revenue office etc to go after them. ALSO THE 1150 1ST AVE #501 KING OF PRUSSIA PA IN NOTHING BUT A MAIL BOX in a office complex. companies like this should be prosecuted .
BEWARE!!!!
BEWARE!!!
THEY WILL TAKE YOUR MONEY AND RUN!!!
FAKE ADRESS IN PA!!!
NO LEGAL ENTITY IN PA!!! the 1150 1st #501 is a shared space with a mail box, no office.
I purchased two extended warranties from this company. They used deceptive sales practices when selling the policy to me. I found this out after I was denied coverage for my vehicle's electrical repairs. I then proceeded to cancel BOTH policies within 3 months of purchase.
They promised me a refund within 10 days from cancellation. I was first told "You will receive a check by mail in 10 days" and after two weeks when I called them to check on that, they said "You will receive a Zelle payment by the end of the week." I waited until then and called back, at which time I was told "You will receive a PayPal payment within 2 days..."
It has been two days and still I have no refund on hand. I am out over $5k at this time. I was told that "Michael Solomon is the only person who processes refunds." I have sent him a fax and have not heard back from him or anyone at this company.
Concord Auto Protect- Michael Soloman took my $1800 for extended warranty & won't approve a simple claim.
Liars, crooks and scammers-Michael Soloman takes advantage of senior citizens! When I asked for my money back I'm always told I'll have an answer by end of day-every day I call is the same answer-These scumbags need to be put out of business! They signed a contract for extended auto coverage in exchange for my $1800. They need to be held accountable!
Now Michael Soloman hides behind his phone & has his flunkies answer the call with the same lies!! I found 84 other complaints against this scumbag!! They take your money, but you'll never get a claim approved-Made my claim on 10/17/2022, still being lied to! King of Prussia, Pennsyvania
I purchased this extended auto warranty a few months back from a sales representative at Concord Auto Protect in good faith feeling that reviews provided were accurate. Well the first time I attempted to use the warranty for a fuel related item they declined the request and offered me $300 out of a $2,000 invoice. The second time I attempted to use the warranty for an ABS problem they again declined and offered me $200 in good faith of a $3,000 invoice.
BUYER BEWARE!!! Possibly all their positive reviews may be fake, as I was fooled by all their reviews. I had purchased a service agreement to start right after my Manufacturers warranty on my Maserati, in July of 2018. They would not fix my car or honor the service agreement, that I had fully paid for, and proceeded to just refund my warranty without authorization when they tried to wash their hands of the situation.
I had selected their company after my internet research brought me to them as covering Maserati's and having good reviews online. I talked to a sales person and they sold me on the Premium plan with tire hazard coverage and paid in full up front. Therefore I thought we were all good to go once the manufacturers warranty ran out. I keep impeccable care of my Maserati, always service at the dealership, and all work done at the dealership.
At Cleveland Motorsports, which sells and services high end vehicles from Aston Martins, Maserati's Bentleys, Rolls Royce, etc. So they obviously are a reputable company and service center. Any and all work I needed done was done here and also had the vehicle checked out before my warranty ended in July to make sure we were good to go. And selected Concord Auto Protect (www.concordautoprotectscam.com) as the extended warranty company.
I paid for the 66 month 60,000 mile extended warranty/service agreement to start literally right when my manufacturers warranty ended. This is where the problems started to happen. My 2014 Maserati Ghibli started to sound like it was running rough and the check engine light would flash on and off, so I called the service center and asked for advice and following their advice I added some oil and still sounded rough and then brought the car in.
I'm no mechanic and a normal car owner and have no idea what is wrong with the car. (Concord claims that I somehow should know what was wrong and stopped driving and gotten the car towed, I'm sure no one here does that when the check engine night flashes on and off intermittently). I began a claim then while the car was being looked at.
The service center finishes their diagnostic and finds that there is metal in the oil and the car needs a new engine. I think ok, I'm fine my extended warranty/service agreement I bought already will be covered as it explicitly stated that they cover the engine and drivetrain. So they begin their claim review and they find out that it will need a new engine.
They begin their "investigation" which seems to be just googling and trying to find a way out or common problems. And they try to blame the service center (A high end luxury service center by the way) of trying to pass on the problem. Which is total bs, as they request all service records which we sent to them, and all diagnostics. Maserati went even as far to get all service records even from the previous owner and the car was perfect till that moment it just decided to die.
Concord Auto Protect told me it was Maserati's fault, and also the service centers fault, and even tried to say it was my fault for driving the car when the check engine light was on intermittently. Basically trying not to pay out their claim and fix my car. In the end they just said they would refund my money, and I said hell no, I paid you for a service agreement and I expect you to honor it, and I specifically stated I do NOT authorize a refund or termination of the agreement.
Low and behold they refunded and tried to wash their hands of the whole situation. TLDR; I paid for an service agreement on a Maserati, it had problems when the warranty/service agreement started. Needed a new engine. Concord Auto Protect said they wouldn't honor the agreement for various things that were untrue.
In the end they just made an unauthorized refund to wash their hands of the situation and will not honor their agreement. Concord will not cover repairs on a car if they think it just costs to much, basically a scam if you have any major issues. I'm sure either their reviews are pumped up paid fake reviews or something on all these sites. Go to concordautoprotectscam.com for more on this story, should have a youtube video soon, as well.
Please share and BUYER BEWARE. SCAM extended warranty!!!! Feel free to reach out if you have had a similar experience, will have a contact form on the website, because I think they filter out the bad reviews and I'm unsure if this will survive their screenings.