Autrella

Thank you for taking the time to share your feedback. We're sorry to hear your experience did not meet your expectations. After reviewing your claim, we found that the timeline was primarily driven by the repair facility's completion of the required digital inspection. Your claim was received on April 10, and we requested the inspection that same day. The inspection was not completed by the repair facility until April 20. Once we received the information needed to evaluate the claim, we completed our review and issued a partial approval on April 22, authorizing $1,622.64 toward the covered repairs. We understand that any delay is frustrating, regardless of the cause. Digital inspections are an important part of our claims process because they allow us to verify the cause of failure and ensure we are paying for covered repairs under the terms of the service contract. In this case, we acted promptly once the required documentation was provided. Regarding the items that were not covered, those decisions were based on the specific terms of the service agreement. Certain components, including clutch bearings, are specifically excluded from coverage, and other requested items were determined not to be covered as part of the approved repair. We appreciate your business and the opportunity to assist with your claim, and we wish you many trouble-free miles ahead.

Thank you for taking the time to share your experience. We're pleased to hear our customer service team treated you well, but we're sorry to hear you were disappointed with aspects of the claims process. We would, however, like to clarify one important point regarding installment plans. The limitation on claim payments while a contract is still being financed is not a hidden provision or something first introduced during the claims process. It is clearly disclosed during the purchase process, and we require every customer financing their coverage to separately acknowledge this specific term by initialing the provision in the installment agreement before the contract can be completed. That provision explains that if a claim occurs before the contract has been paid in full, benefits are limited to the total amount paid into the agreement unless the remaining balance is paid off at the time of the claim. In your particular claim, although the approved repair exceeded the amount that could be paid under the installment terms, we still provided $1,635.00 toward your repair after your deductible. Had the remaining contract balance been paid at the time of the claim, the full approved amount would have been available under the terms of the agreement. Regarding the time your motorcycle was at the repair facility, we certainly understand your frustration. While the actual repair may have only required two days, the overall timeline often depends on factors such as the repair facility's diagnosis, estimate submission, parts availability, and the exchange of information needed to properly evaluate the claim. We continually work with our repair partners to keep this process moving as efficiently as possible. We appreciate your feedback and are always looking for ways to improve the customer experience. Thank you for choosing us, and we hope you enjoy many more miles on your motorcycle.

Thank you for your additional feedback, Devan. We're disappointed to see a second one-star review from you within the past few weeks, particularly because this review raises a concern that we cannot reconcile with our records. You state that it took over six months for us to issue payment. We have carefully reviewed our claims history with your repair facility and although we have paid multiple approved claims to your facility, we have not found any claim where payment was delayed anywhere near that length of time. For example, the most recent claim submitted by this shop was approved on June 18, and payment was issued on June 22, just four days later. If you are referring to a different claim, we would genuinely like to investigate it. Please provide the claim or authorization number so we can review the timeline and address any issue that may have occurred. We strive to process payments promptly once a final invoice is received and the claim has been completed in accordance with the authorization. While we recognize that delays can sometimes occur due to missing documentation or repair shop timing, we are not aware of any claim matching the six-month delay you've described. We remain committed to handling every claim fairly, accurately, and as quickly as possible.

Thank you for taking the time to share your experience. We're pleased to hear that Phil was helpful, responsive, and easy to work with throughout the claims process. While the initial claim could not be approved because the contract was past due under the customer's payment plan, we were able to promptly resume our review once the account was brought current. After discussing the revised repair estimate with your team, we completed an additional review and issued an updated authorization reflecting the covered repairs. We were also pleased to approve over $650 toward the repair, helping get the unit back to the customer while minimizing their out-of-pocket expense. Thank you for working with us throughout the process and for recognizing Phil's commitment to finding a fair resolution. We appreciate your partnership and look forward to working with you again.

Thank you so much for sharing this, we're thrilled your claim was handled smoothly and that you're happy with the outcome. We appreciate your business!

Thanks, Kerry! We're glad everything was handled promptly and as expected. We appreciate your feedback.

Thank you for the wonderful review! We're so glad the claims process went smoothly and that our representative made a great impression — we'll be sure to share your kind words with the team.

Thanks, Kim! We're happy to hear the process was hassle-free working with the dealer. We appreciate your review!

Thank you for the great feedback! We're glad the approval process and customer service made a strong first impression. We'd love to help if you decide to offer this service to your customers — feel free to reach out anytime.

Thank you for taking the time to share your feedback. We're sorry to hear you were disappointed with your experience. We do want to clarify one important point for anyone reading your review. Your clutch claim was denied because the failed component was the clutch discs. Clutch discs are considered a normal wear item, For that reason, they are not covered under Harley-Davidson's factory warranty, nor are they covered under your Autrella Extended Service Agreement, where they are specifically listed as a non-covered component. We also believe it's important to provide the complete picture. Less than one month later, we approved a separate claim under the very same contract and paid $753.93 for your tire damage under the optional Tire & Wheel coverage you purchased. We understand that a denied claim is frustrating. However, our responsibility is to administer every contract as written and to pay every qualifying covered failure, not to deny claims arbitrarily. If there is a specific provision of your agreement that you believe we misapplied, we would be happy to review it with you.

We're sorry to hear you were disappointed with your claim experience. We do, however, want to clarify one important point about your coverage. Your Sea-Doo was covered under our Modified Vehicle Coverage, which is specifically designed to protect OEM powertrain components on vehicles that have aftermarket modifications installed, provided those modifications are not the direct cause of the failure. The contract also explains that this coverage does not extend to the aftermarket performance components themselves. In your claim, the failed component in question was a Fizzle aftermarket intercooler. While we were unable to provide coverage for that aftermarket part, we did approve coverage for the related OEM carbon seal kit, water test, and associated labor in accordance with the terms of your service agreement. We certainly did not misrepresent your coverage, and our decision was based solely on the contract purchased. We understand claim decisions can be disappointing, but we remain committed to applying every contract fairly and consistently. If you have any questions about your coverage or would like us to review the claim with you in more detail, we'd be happy to help.

Thank you for taking the time to leave your feedback. We're sorry to hear that you were disappointed with the outcome of your claim. Our goal is to pay every repair that qualifies under the terms of the service agreement while applying the contract consistently to every customer. In your claim, we approved coverage for the failed engine mount components and the associated labor. The throttle cable was denied because it had been rubbed through rather than suffering a covered mechanical failure, and the upper snorkel was denied because it was damaged by physical damage, which is not a covered cause of loss under the service agreement. We understand not every claim decision will be the outcome a customer hopes for, but our responsibility is to administer each contract as written. We appreciate your feedback and thank you for giving us the opportunity to review your claim.

We are disappointed to hear RC Cycles feels this way, particularly given the history of this customer's contract. This motorcycle was protected by our Performance Plus Package; a highly specialized coverage that is virtually unmatched in the powersports industry. Unlike traditional service contracts that exclude modified motorcycles altogether, our Performance Plus plan provides coverage for many aftermarket performance powertrain and suspension components from an extensive list of approved manufacturers, including Baker Drivetrain, S&S, Fueling, Darkhorse Crankworks, Ohlins, Legend Suspension, and many others. Because of the unique nature of this coverage, certain conditions apply, including manufacturer warranties taking precedence and specific approved vendor/component requirements. Those terms are clearly outlined in the customer's agreement. In this particular claim, the Baker transmission was covered by Baker's own 5-year/50,000-mile manufacturer warranty, which, under the service contract, takes precedence over our coverage. We therefore approved the labor required for the transmission repair, along with the applicable transmission gaskets, while the requested aftermarket lifters did not qualify as covered Performance Plus components under the contract and were therefore not eligible for payment. It's also important to recognize the overall history of this contract. This customer has had no fewer than six claims approved, with more than $8,100 paid under this policy. That demonstrates exactly what this coverage is intended to do: pay covered repairs when they fall within the agreed terms and conditions. We respect every repair facility's opinion, but we cannot disregard the contract provisions that allow us to offer one of the industry's most comprehensive performance motorcycle service agreements. We remain committed to working with dealers and customers alike to provide prompt, fair, and consistent claim decisions based on the coverage that was purchased.

Thank you for taking the time to share your feedback. We believe there may be a misunderstanding regarding our service contract. Our agreement provides that if a customer is within 40 miles of the selling dealership, repairs should be performed by that selling dealer. This provision applies equally to all of our authorized selling dealers; both independent shops and franchise dealerships. It is not a requirement to use a Harley-Davidson dealership or any specific franchise. This type of provision is common within the vehicle service contract industry and exists because the selling dealer has an ongoing relationship with the customer, is familiar with the coverage they sold, and is in the best position to facilitate the claims process. Outside of that distance, customers may use other qualified repair facilities in accordance with the terms of the contract. We also want to clarify that this requirement has no bearing on whether a claim is approved or denied. Claims are evaluated based on the terms, conditions, and coverage selected under the service contract, not on whether the repair facility is independent or franchised. We appreciate your perspective and remain committed to treating all of our dealer partners fairly while administering our contracts consistently.

We're sorry to hear you're disappointed with your experience. However, we do feel it's important to clarify that Autrella pays covered claims every day in accordance with the terms of our Vehicle Service Contracts. In this particular matter, the claim was not denied because we were trying to avoid paying for a covered mechanical failure. It was denied because the repair facility completed the repairs before authorization was issued and before our independent inspection could verify the claimed failure, despite being advised that the claim remained under review and that no authorization had been granted. Our contracts clearly require that we be given the opportunity to inspect and authorize repairs before work is completed. We understand that this can be frustrating, particularly when a repair facility is under scheduling pressure. However, those claim procedures exist to protect both our customers and our company by allowing us to verify the cause of failure before repairs are completed. We categorically reject the suggestion that Autrella is a "scam" or that we look for ways to reduce every claim to zero. Every claim is evaluated on its own merits and according to the terms of the service contract. When a covered failure is properly documented and the claim procedures are followed, we pay covered repairs. We remain willing to review any new information that may materially affect this claim.