My complaint:
September 10, 2022
Carshield Contract MFC3427181
Claim
July 16th- I got into my vehicle and drove approximately two miles from my home, my vehicle seemed to be shifting hard and I then noticed a service light was on, I was on RT 301, the same street as the Sheehy dealership and drove directly into the dealership service department. I also called to Carshield who claims are processed by American Auto Shield (AAS) to inquire about the procedures for having a claim opened to assist me with the repairs and a rental vehicle, Which were the selling points when the policy was purchased. I had a regular service appointment scheduled for July 18th, but left my vehicle on the 16th vs. continuing to drive it for any additional days
July 18th – Sheehy contacted AAS to report their findings and also to obtain authorization to repair
July 20th -AAS dispatches the 1st inspector who inspected the car, however, I was advised he was in an accident after leaving the inspection on my vehicle, and July 21st @ 8:45 am- the 2nd AAS inspector then went out, neither Inspector determined that a new transmission was needed in my vehicle – the 2nd inspector noted he found no external transmission leaks and no issues with the transmission
July 21st – AAS provided authorizationcontinue coverage for both shift solenoids and the oil pan gasket to Sheehy. However, the full authorization was delayed per AAS because they were waiting on a labor guide which the dealer insisted they had provided; however, it is my understanding that the parts and my vehicle repairs didn’t get final needed authorization until on Aug 12thdue to labor guide pending from Sheehy.
Updates sent regularly from my service advisor at Sheehy indicated they were waiting on parts which were back ordered.
I feel claim should have been closed after those repairs -but according to AAS, no final invoice was sent from Sheehy to make payment was ever submitted. I understand other car warranty companies would have determined to not pay for the initial approved parts since they didn’t fix my vehicle and authorize the repair for my transmission.
It appears now that on Sept 7th – Sheehy reported to AAS that there is a transmission failure after all other repairs were made and the add on to the current claim was denied
Sept 10th – I was contacted by Sheehy of the current status and advised to call AAS, I spoke with a representative who advised that they have denied the claim for transmission based on the following: “see B” exclusions – they said the solenoids are not a covered part under my policy, also advised that because I drove my vehicle to the dealer vs. having it towed I further damaged the transmission (same transmission that the dealer, nor two of the AAS inspectors did not identify as needing replacement in July During this conversation I was told that the solenoids are not covered part in my policy (although they authorized the repair in July); and gave dealership approval to repair. I called back to AAS spoke with Alexandria.
According to AAS, an improper diagnosis was made by Sheehy from the beginning and based on that they will not authorize the transmission repair which is supposed to be covered under the contract I purchased with them. I feel it is unfair to not deny the transmission repair and use the reason that I drove my vehicle to the repair facility when none of inspections of my vehicle made by the dealer and the two AAS inspectors did not deem I needed a transmission at that time.
Suggested solution:
I am requesting that they reconsider the claim for my transmission to be repaired or refund the entire amount of money paid to them when this is the first time I have attepted to use the policy.
