United Car CareReviews of unitedcarcare.com

Response from United Car CareMay 2, 2024

Hi Eduardo, When you spoke to Kevin on 4/26/24, he explained that we were covering $3,552.00 in repairs under the claim in question, and that despite having inspected the vehicle on three separate occasions, the shop was unable to produce/show a failure in the rear differential. Unfortunately, you chose to become beligerent during this conversation, yelling and swearing at Kevin. Despite his warning that he would disconnect the call, you continued this behavior, so Kevin, rather than listening to you yell and swear, ended the call. While we understand that car repairs can be frustrating, our employees are human beings, doing the best they can to utilize your policy to pay for repairs to your vehicle, and they do not deserve to be verbally attacked. That said, we are happy we were able to cover over $3,500 of this claim for you and hope that you can treat our adjusters more courteously when speaking to them in the future. Refernce #1415238.

Response from United Car CareMar 1, 2024

Hi Alan, We want to clarify some details concerning this claim. Firstly, you're conflating two separate issues - the CV axle boot/brake line issue vs the tapping noise and engine "running rough" (as stated by the shop). Issue 1 - CV axle boot & brake line: According to the shop, the CV axle boot detached and damaged the CV axle and brake line. Your wife's contract does not allow coverage of components that are damaged by a non-covered part. The CV axle boot is a non-covered part, so any damage it causes to other parts is not covered. Issue 2 - Tapping noise from the engine/the engine running rough: This is the issue for which we've requested a tear down. We need to know what, specifically, is failing and causing the reported problems. We've been in communication with the contract holder and are awaiting her approval for tear-down. You'll note that we've also approved repair/replacement of the failed power door lock actuator and, though the shop could not find anything wrong with the CD player, agreed with the contract holder that the shop can look again to try to diagnose what's going wrong with it. We are doing as much as we possibly can within the terms of your wife's contract and hope we can be of more help as the rest of this claim unfolds.

Response from United Car CareFeb 27, 2024

"Hi Summer, The information you submitted was reviewed by our Claims Manager yesterday, and we contacted Roseville Chevrolet at 1:37 PM PST (prior to your review) to move forward with the claim. We left messages for Roseville at 2:05 PM PST and 3:21 PM PST and are awaiting a response so that we can order the replacement transmission. We hope you can understand that when a breakdown occurs, especially one as costly as a transmission replacement, some people unfortunately attempt to purchase a policy to have that repair covered. Additionally, policies can be sold without a vehicle inspection, so dealers can sell policies without knowing if a vehicle is experiencing a mechanical failure. All signs initially pointed to your vehicle having a transmission problem that existed before you purchased the policy. Section E (What is not Covered) 1r. of your policy excludes ""Repair or replacement of a covered component or part to correct conditions that may reasonably be assumed to have existed prior to your contract sale/purchase date". However, our review of the information you submitted clearly showed that the vehicle (specifically, the transmission) had been properly maintained prior to your purchase of the policy, which is why we proceeded with the claim. We would ask that you consider reevaluating your review, as we did approve the claim prior to your post. Reference #1409109."

Response from United Car CareJan 16, 2024

"Hi Orlando, Thank you for your feedback. We understand it can be frustrating finding out a repair is not covered, especially when it's your first claim on a vehicle you purchased so recently. Not to put too fine a point on the matter, but we do cover bolts and fasteners when allowed by the customer's policy. The policy you purchased does not include coverage for this type of hardware, so we had to say no this time. Hopefully, as other issues arise, we'll be able to help you with those out-of-pocket expenses."

Response from United Car CareNov 15, 2023

Hi Jessica, There seems to be some confusion regarding the reason for denial of your claim. To clarify, purchased the vehicle on 11/19/2019 at 40,109 miles. The claim was called in on 10/31/2023 at 122,589 miles. Teardown of the engine revealed that the engine was full of sludge, causing a lack of lubrication, which our claims manager explained to your husband on 11/13/2023. He conveyed that our denial had nothing to do with your vehicle being previously owned and that the sludge build-up could have occurred within the last 82k miles (under your ownership). We understand it is frustrating to have a claim denied, particularly when you're facing a costly repair, but engine failure due to lack of lubrication as a result of sludge build up is not covered by your policy. We hope we can provide a more favorable outcome for you on future repairs.

Response from United Car CareSep 22, 2023

Update 9/22/23: Hi Cam, Thank you for getting back to us with additional information. We were able to review your claim, which appears to still be in process, awaiting further work from the repair facility. In response to your review, while the inspection service we contract is an independent company and does not represent United Car Care, we appreciate you bringing the issues you experienced to our attention. We apologize for any inconvenience and will work with the inspection company to make sure future inspections are handled as efficiently and professionally as possible. Hi Cam, We are needing additional information to identify your policy and review the circumstances of your claim. Can you please respond with a direct message here or call (833) 815-2503, reference #101154, and provide us with your contract number or the last six digits of the VIN?

Response from United Car CareAug 22, 2023

Hi Kevin, We are unable to find any active policies in our system under your name. Can you please send a direct message here or call (833) 815-2503, reference #101153, and provide us with your contract number or the last six digits of the VIN?

Response from United Car CareAug 22, 2023

Hi Celestino, We would like to clarify a couple of the statements in your review. First, we have not denied your repair. We are waiting on further documentation from you, but we will get back to that in a moment. Second, the cost to replace your vehicle's engine had no bearing on our moving forward with the claim (again, your claim is still open; it has not been denied). Lastly, as we explained to your son when he called us yelling and cussing at our adjusters and, later, to you, we request copies of maintenance records for claims where the mechanical failure (in your vehicle's case, a knocking rod) may be due to neglect of the vehicle. As is allowed by the contract you purchased, we simply need to make sure that you maintained your vehicle per the manufacturer's standard (manufacturer-recommended oil changes, etc.), and that the breakdown is not a result of a failure to have the vehicle serviced. Again, your claim has not been denied, and we are happy to move forward with the claims process once you provide us with your maintenance records, which should not be many, as you have only had the vehicle a few years and driven fewer than 40k miles.