ComplaintsforAuto Shield Canada

• Initial Complaint

  19/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased 2021 ******* from ******** dealer (o***********************.) in Surry *** **** BC. Vehicle VIN# *****************, and date of purchase 5th June 2021. Also purchased a Road Hazard Plus protection plan from ********/ASC, contract # ********-XXXXX. I am so disappointed with the response I received from Auto Shield Canada when I reported them about flat (punctured) tire on 12th August. Didn't call me back at all, no help to fix flat tire or didn't provide rental car. Later they offered me reimbursement, I refused. Why they don't provide services as committed. I have asked for my full refund, it was just couple months since I bought the protection plan, contract for 5 yrs. no trust for getting service in future. Auto Shield Canada is not willing to cancel the contract and refund my money. ******** Surry will not refund me if they are not getting back from Auto Shield. Following up with ******** Surry. Both internally discussing, nothing has been finalized yet.. waiting

  Business response

  25/08/2021

  Business Response /* (1000, 6, 2021/08/23) */ Hi MR *****; We apologize that you were not satisfied with your recent experience with our company. Just recently, we went through a change in our answering service provider in which your initial phone call was made. Your call was misdirected to the email address for another employee when it was not initially answered. When we learned of your mishap with the vehicle tire, one of our Claims administrators attempted to reach out to you as well and left a voicemail for a return call within 10 minutes of our closing time or the next morning. The next day our Client Services Manager did speak with you , apologized for the answering service error and requested you to send the bill for the towing and repair of the run flat tire to our Claims department for payment without the required prior authorization. We were advised by you that you wanted to cancel your application and coverage and wanted a refund. Despite the fact your application was in existence for over 60 days from the effective date and our cancellation policy as per the terms and conditions is 30 days, both the selling dealer and ASC obliged to process a refund of the full purchase price made payable to the lienholder as per the terms and conditions. Consumer Response /* (3000, 8, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am surprised with the comments regrading answering machine... on that day, I talked with a lady at the reception for 14 minutes. we also discussed about rental car and all... I am proud on my decision for cancelling a contract rather than dealing with unprofessionalism. i can't believe a lack of professional ethics at ASC. My request to cancel the contract was because of dissatisfaction for not getting any response or help when it was needed and you guys are obliged to provide a service under contract. failure from providing a service would ceases a contract anyhow....

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