ComplaintsforTitanium Auto LTD (Sales)

• Initial Complaint

  03/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is with regards to their dishonest sales of a "warranty" which I tried to use 2 weeks ago and was refused. I had paid over $2000 in June of 2020 for a warranty and was told by the sales representative that 100% of electrical issues were covered for up to 140,000kms and that there was no time limit. The pamphlet they gave me indicated the same. I was told to sign a contract before reading it. Last week I came to Titanium with an electrical problem within the first 9000 kms of use and was told that I was not covered under warranty because the electrical problem was related to wiring. I asked for an explanation and was told that the contract excludes corroded electrical wires. I complained personally with the manager of Titanium and explained that I was not aware of this and was not given the chance to read the contract before signing. I offered a compromise to refund the warrantee so that I could pay him to repair it but he refused.

  

  Business response

  29/10/2021

  Business Response /* (1000, 8, 2021/09/24) */ The vehicle was sold to ************* on July 03, 2020, @ 41,839km. The customer purchased an extended warranty that is provided by ***********************. The extended warranty contract was signed "3" times by ************* and she was given a copy of the contract containing a list of all covered components and exclusions. On August 19, 2021, @ 51,925km vehicle was at Titanium Auto Service for the following reasons: -Rearview camera inoperative -Rear right power window inoperative The technician inspected the rearview camera, found it working, scanned the system for any active or stored codes, non found, connected the vehicle to ******* via Wi-Fi, and checked for available software updates, software is up to date. The camera currently working as designed. The rear right window can not be operated from the driver's door but can be operated via the right rear door switch, even if vehicle power is off. Scanned system for codes, non found, removed rear right door panel, and front left door panel, checked the wiring, traced wiring, found wire corrosion on rear right door harness; short to ground. Submitted estimate to *********************** for 4 hours diagnostic, wiring harness, and labor to replace the door wiring harness. Claimed declined by *********************** as "door wiring harness" is not a listed covered component. At this point customer received 4 hours of free diagnostic, they are only responsible to pay to have a new door wiring harness and installation. The customer believes that their extended warranty "does not work". We have been working with *********************** for over 8 years and know for a fact that they stand behind their product as long as the failed component is a listed covered component. At this point, the warranty can not be canceled by Titanium Auto. Please contact *********************** as they have control over the cancellation terms. Consumer Response /* (3000, 11, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Titanium is characteristically evading the whole complaint: I am NOT complaining about the warrantee company. I am NOT asking for the warrantee to be cancelled. My complaint is with the dishonest sales practice and my resolution is to have a partial refund (not a cancellation). The vehicle was sold to my wife, ****** ******, and I was witness to the dishonest sale of a "warrantee". I heard the sales person clearly say that all electrical systems in the vehicle were covered and that she would only have to pay for one hour diagnostic. When I brought her vehicle in for two electrical systems problems, neither was covered . I have written prof in a brochure provided to ****** that specifically states the the following components are covered: "power window motors... Back Up Camera. Back Up Camera Sensors". I can provide this document on demand. Business Response /* (4000, 17, 2021/10/15) */ We have been in business and providing People's Choice warranty since 2012. Mateo Mejia is the selling salesperson for this vehicle and has been working at Titanium Auto since 2015. He has the same exact warranty on his own personal vehicle, and he is aware of the coverages. We are very clear when selling our vehicles and all sales staff are trained to say "extended warranty covers all listed components only". Power window motors, HVAC controls, and Back-Up Camera, and Back-Up Camera Sensors are covered components. What has failed on this vehicle is the rear right power window wiring harness due to corrosion. The rearview camera was fully operational at the time of inspection on Aug 19, 2021, @ 51,925km. Page #3 & #4 of the warranty contract: 10. EXCLUSIONS: This contract WILL NOT provide coverage for any: rust/corrosion. At the bottom of the brochure that Mr. **** ************** provided as "proof" the following statement is written: "This brochure is not a contract, it is limited by its size and is intended to outline the range of coverages available. Please refer to your own contract for specific details." The extended warranty contract was signed "3" times by Ms. ************* and she was given a copy of the contract containing a list of all covered components and exclusions. Page #3 of the warranty contract: 7. MAINTENANCE REQUIREMENTS: You must perform regular routine maintenance on your covered vehicle in order to keep this contract in full effect. Every 6 months or, 10000 kilometers (whichever comes first), you must change the engine oil and oil filter AND have all fluid levels checked at a licensed facility and retain valid receipts as verification. Do It Yourself oil changes are not acceptable as verification. In the event of a claim, verification of compliance with the prescribed maintenance schedule may be requested and any failure to satisfy this request within 72 hours could result in the denial of your claim and void this contract. Mr.******************** has mentioned that he failed to perform the required maintenance every 6 months. Also, Mr. **** ************** was upset that the warranty only paid for labor after the first hour of the diagnostic. He had mentioned to our service advisor and *** ***** over the phone that "I was told that the warranty will cover all labor cost, that's what I was told at the time of purchase, I'm going to call my lawyer". When Mr. **** ************** was given the brochure with the Diagnostic Charge statement "high lighted" he stopped talking about it. We completely understand Mr. **** ************** frustration, but he said/she said statements are pointless when a contract is very clear and it has been signed over a year ago. We have provided four hours of diagnostic free of charge, $400 value. We spent over one hour in the office discussing how the warranty works. We treat all our customers with utmost respect and professionalism, we tried every possible way to satisfy Mr. **** **************. I have attached the following: -Peoples Choice warranty contract -Full warranty brochure At this point, we can terminate Ms. ************* warranty contract and issue a one-time cheque of $800.00. To take advantage of this offer Ms. ************* must send a request via e-mail requesting to terminate the extended warranty with People's Choice. Best regards.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩