Concord Auto Protect Denied auto engine repair claiming it was my fault! King of Prussia PA

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 In the written answers to Alec Brenner's questions, oil had to be withdrawn to diagnose the computer codes.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,

XXXXXXXX