CarShield review: Contract # mrf3842879; interaction number 676392

ATTN: Mr. Jeffery Wade,

Its been 4 days since the original rebuttal. I understand you inherited this claim from Mr. Joseph Johnson but the inherent responsibility to manage this claim should...not...be the burden of the repair facility as paralegal to decipher your actions or intent.

I'm expecting a professional courtesy in response and reconciliation as CARSHIELD is culpably responsible for fair, and equitable execution of the contracted obligations.

I'm looking forward to an expedited response without having to seek relief via the Better Business Bureau or equal or like litigation forthwith.

v/r

Mr. Marvin McBeth

On Friday, November 17, 2023 at 07:13:19 PM EST, Marvin McBeth wrote:

ATTN: Mr. Jeffery Wade,

I have reviewed the letter you approved and the items denied. I am humbly challenging the decision and ask that you forward this message to your Senior Management for review and reconciliation in the interest of good faith and confidence in services.

PLEASE SEE the FOLLOWING:

17 NOV 2023

FOR: CARSHIELD/AMERICAN AUTO SHIELD, LLC SENIOR MANAGEMENT

IN TURN: FIVE STAR CHEVEROLET- CADILLAC- GMC SENIOR MANAGEMENT, GMC CORPORATE SENIOR MANAGEMENT

FROM: MARVIN MCBETH, CONTRACT # MRF3842879; INTERACTION NUMBER 676392

SUBJECT: CONTRACT CLAIM DISPARITY

This Memorandum addresses stewardship of Contract Services requested per the written agreement in line with accountability and audit.

ISSUE:

1. I have been a CARSHIELD customer in GOOD STANDING for several years with active plans on 3 different vehicles, of which no claims have been initiated to honor.

2. My 2015 Cadilliac Escalade ESV is covered per the…DIAMOND PACKAGE.

3. 3 NOV 23, I detected performance issues with my 2015 Cadilliac Escalade with approximately 48,000 original miles. The vehicle with no indication or fault lights on the dash was immediately driven to FIVE STAR CHEVROLET, CADILLIAC, GMC FACILITIY located at 495 Watson Blvd, Warner Robins, GA. 31093 for diagnosis.

4. The vehicle was identified with coverage per CARSHIELD to the repair facility and reported to CARSHIELD per mandatory protocol requirements respectively on 3 November 2023

5. I carefully studied the contract requirement that states, “ADMINISTARTORS AUTHORIZATION FOR CONTRACT MECHANICAL BREAKDOWN OR FAILURE FOR COVERED REPAIRS AND ADDITIONAL BENEFITS IS ALWAYS REQUIRED…PRIOR…TO ANY SERVICE BEING PERFORMED”. This requirement was met as requested and intended as validated by CARSHIELDS notes.

6. In conjunction with my awareness of the contract and a requirement of the repair facility, we discussed the provision of page 10, item 4 of the contract that reads, “You are responsible for authorizing and paying for any tear down and/or diagnosis time needed to determine if the vehicle has a covered Mechanical Breakdown or Failure. This contract will not cover flat rate charges for diagnosis. “IF” the breakdown is not caused by a covered Mechanical Break Down or failure, You are responsible for payment of the expenses associated with the tear down and diagnosis”.

7. With the provision above stated, there was careful discussion with the Administrator, Repair facility and myself that DETERMINED the source of FAILURE…WAS/IS… PHYSICAL/MECHANICAL and would Indeed need to be torn down to the source of the failure.

8. INTERACTION NUMBER-676392 was forwarded from CARSHIELD with the approval in agreement to move forward.

9. Per the DIAMOND COVERAGE CONTRACT:

a. ENGINE (Gas or Diesel): ALL internally lubricated parts within the Engine including: engine mounts and cushions; engine torque strut; timing belt; timing gears, guides, chain, tensioners and retainers; eccentric shaft; harmonic balancer; rear main seal housing; flywheel (flexplate) and flywheel ring gear; all pulleys; INTAKE and EXHAUST MANIFOLDS; cylinder head intake and exhaust valves, valve springs, VALVE GUIDES, valve seats; and oil pump. The engine block; engine heads; cylinder barrels; timing cover; valve cover(s); oil pan are covered only if damaged is caused by failure of any internally lubricated part within the Engine.

10. I, the Repair Facility Service Adviser nor the Administrator are AUTOMOTIVE SERVICE EXCELLENCE (ASE) certified Master Mechanics, BUT the Repair Facility technician IS ASE CERTIFIED and an Authorized GMC Specialist whom identified the source of failure as the SAME items covered in the contract.

DISCUSSION:

1. I as a customer in GOOD STANDING carefully and cautiously studied the requirements and provisions of the contract forthwith. I received an UPDATE Text message from AMERICAN AUTO SHIELD CLAIM on Tuesday, 14 November 2023/5:05pm that stated, "YOUR CLAIM FOR COVERED ITEMS HAS BEEN...APPROVED!"

2. It was determined, validated, and authorized to tear the engine down to the source of failure.

3. The SOURCE OF FAILURE was identified. The SOURCE OF FAILURE…IS…COVERED PER THE CONTRACT.

4. The “TEAR DOWN”, Head Bolts and Sealant was declined per document by Jeffery Wade, “Technical Adjuster-1” who is probably not an ASE certified mechanic. (Can the engine be reassembled...without...those items?)

5. ALL engine parts are indentured and indicative to identify, reach and repair the SOURCE OF FAILURE as identified and covered per the contract as a source document and agreement.

6. WHY would the Teardown cost be denied, when it was required to determine the SOURCE OF FAILURE, WHEN IT WAS APPROVED TO PROCEED?

7. WHY would associated parts that are required in the AUTHORIZED repair be denied? Public Confidence and Customer Loyalty is based and evaluated on observable, reportable and erodible situations exactly like this.

8. In asking for continued assistance I considered the following…still:

9. What is the CARSHIELD Mission Statement? –“Our mission is to earn our Customer's loyalty by delivering sales and service experiences with high quality, excellent value, integrity and enthusiasm. We will function as a team, work ethically, and focus on meeting and striving to exceed the expectations of our Customers.”

10. What is the CARSHIELD Vision? We will listen to our Customers and team members. We will ask questions (not assume) seeking to understand specific needs, desires, and expectations. We will seek to understand before we will seek to be understood. // We will work in an environment of mutual trust and respect. We will be caring and responsive to requests while being honest and timely, avoiding false expectations. // We will think in terms of exceeding Customer expectations while doing what is fair; i.e. striving to go the extra step that transforms Customer Satisfaction into Customer Enthusiasm. // We will be proactive by anticipating the needs of our Customers and team members.// We will seek to continually improve our skills and the quality of our products and services in the eyes of our Customer.// We will follow-up with the Customer to ensure that the Customer's expectations were met or exceeded.

11. What are CARSHIELD’s Values? Trust and Respect: Our greatest asset is our team members. Open and honest communication will build trust and allow the contribution of individual strengths to the improvement of the team. // Commitment: We are committed to being the best. There is no place for half-hearted efforts. We will choose measurable goals and work diligently to achieve them and celebrate our successes. // Supportive Environment: In our environment everyone, team members and Customers, are cared for, supported, and treated in a fair and reasonable manner. //Safety: Every effort will be made to ensure the safety of our Customers and team members. If an unsafe condition is noticed it is each and every team member's responsibility to see it is resolved. //Personal Responsibility: Team members take ownership of their actions. We accept the responsibility, accountability, and authority to overcome obstacles and reach beyond the best. We will work objectively to resolve issues quickly and completely. We will contribute to the solution.

FINAL:

I AM A HIGHLY DISSATISFIED/DISAPPOINTED VALUED CUSTOMER.

I am…a retired DISABLED, USAF veteran that honorably served 24 years. I respect and honor protocol with extreme respect and patience for the chain of command and will use all efforts possible to resolve conflicts and or disparities at the lowest level possible for equitable reconciliation.

I purchased a 2015 Cadilliac Escalade with approximately 8k miles in February of 2016. It was my first time purchasing the Luxury SUV and I was very happy with the possibilities of utilization and forecasted trips. The Five Star Chevrolet-CARSHIELD facility located at, 495 Watson BLVD, Warner Robins GA. 31093, helped me with everything I needed in repairs, maintenance and safety instructions per the excellent service of Mrs. Shawmon Johnson (Service Advisor).

3 NOV 23, I dropped off the SUV for a series of repair issues.

Due to the extreme good and professional service I previously received, I was confident in patience of the time and repair capability of The Five Star Chevrolet-Cadilliac, Warner Robins facility to utilize the accepted CARSHIELD repair options.

All issues were resolved in an expedient professional manor except for denial of contract provisions. I am…seeking intervention at the Enterprise level to continue to represent the GMC/CARSHIELD brand as an Ambassador of choosing your product and utilizing the very own corporate value streams of GMC/CARSHIELD to reconcile this situation equitably. PLEASE…review the service reports that will validate my actions in humbly contacting you for assistance.

2. What’s at risk for negative reconciliation?:

a. Termination of my 3 standing contracts on vehicles forthwith.

b. The possible loss in confidence and good faith for GMC to honor your services per:

GM Board of Directors

ATTN: Mrs. Mary Barra, Chairman and Chief Executive Officer, General Motors Company

In turn:

Daniel Berce, Senior Vice President & President and Chief Executive Officer, GM Financial

Kiberly Brycz, Senior Vice President, Global Human Resources, General Motors

Stephen Carlise, Senior Vice President and President

Everette Eissenstat, Senior Vice President, Global Public Policy, General Motors Company

Bary Engle, Executive Vice President and President, The Americas

Craig Glidden, Executive Vice President and General Counsel

Mark Reuss, President, General Motors Company

300 Renaissance Center

Detroit, Michigan 48243

This Memorandum for Record is formal and memorializes the situation for future reference and contributes learning to protect consumers and honor financially compensated written agreements as standing.

If there or any questions regarding this MFR, please contact the Customer, Administrator, Market Seller and Repair Facility for positive communication and agreement.

Mr.Marvin McBeth

Signature Date: 17 NOV 23