ComplaintsforWarranty Solutions Management Corporation

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty policy when purchasing my *** X3 from *** of the ******************* in April 2022. I had a mechanical malfunction in March 2024 and the warranty company is refusing coverage. The warranty has never been utilized during the term of the policy and I am seeking coverage for the items at hand or reimbursement of my entire warranty $6,188.

  

  Business response

  05/17/2024

  Dear **********************:
  
                  This is in response to your Better Business Bureau complaint for the recent engine claim.  We thank you for patience while this matter was under review. We apologize for any frustration or delay that you may have experienced.
  
                  On May 16 & 17, 2024, we called you and left messages.  On May 17, 2024, we emailed you the status of your engine claim. 
  
                  Please note that the vehicle service contract (***) is a contract and not an insurance policy or guarantee.  Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****
  
                  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  We reviewed your claim file with our WSMCs Claims Team and determined that the engine claim was adjusted correctly and according to the *** terms and conditions. The damage that the vehicle sustained is consistent with continued operation of the vehicle in an extremely overheated condition. This is verified by the type and extent of damage verified by an independent third-party inspection agency.  For the cylinder head to warp beyond the manufactures specification, the engine would have been continuously operated in an extremely overheated state.  The independent inspection agency verified the first check engine light code was set at ******* miles and *** of ***************** reported that on arrival the vehicle has ******* miles. ***** is 16-mile difference, this is another indicator that the vehicle was continued to be operated. This type of engine damage does not meet the definition of a mechanical breakdown and the *** excludes failures caused by continued operation of the vehicle in an overheated state. 
  
  The *** states:
  
  Contract Definitions
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part to perform its intended function due to defects in materials or faulty workmanship in its manufacturing. This may include wear tolerances that are outside the manufacturers specifications that prevent the part from operating as designed. (see General Contract Exclusions) Non-covered parts are not covered.
  
  How to Make a Claim
  
  If the Approved Vehicle is inoperable, and to prevent further damage, immediately stop the vehicle and call ************ (see **************** under Added Coverages). It is Your responsibility to use all reasonable means and precautions to protect the Approved Vehicle
  from further damage. Continued operation of the Approved Vehicle after any Mechanical Breakdown shall constitute failure to protect the Approved Vehicle. Any damage from failure to protect the Approved Vehicle shall not be recoverable.
  
  General Contract Exclusions
  
  Any Mechanical Breakdown or damage resulting from continued operation, such as not stopping Your vehicle immediately or having it towed, or caused by Your failure to take reasonable precautions to prevent further damage when an apparent problem exists (see Required Maintenance).
  
  The repair or replacement of any Covered Part if a Mechanical Breakdown has not occurred.
  
  Currently, the failure to the engine points to be from continued operation of the vehicle in an overheated state. Based on this the claim is being denied according to the terms and conditions of the ***, we are unable to assist in the repair of the engine.  
  
                  If you disagree with these findings, we suggest for you to discuss your options with the repair facility in what would need to be done to prove that damage to the vehicle was not the result of continued operation of the vehicle in an overheated state. If the repair facility can provide new information that the damage is not the result of continued operation in an overheated condition,they may contact our claims department.
  
  Best regards,
  ****************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car at *************************** on 3/4. It is now 4/16 and I still do not have my car. My car was diagnosed with a bad camshaft, this is the same camshaft they replaced in November (warranty solutions paid for the original camshaft). 2nd camshaft They claim faulty part. After putting the new camshaft in Dodge reported the car was still not working properly. They have discovered metal throughout the motor, oil etc. They reached out to Warranty Solutions to get approval for the new motor. Warranty Solutions will not approve a new motor until they see "point of failure". ***** says the ***** states that once there is metal a new motor is necessary and they do not go any further in finding the point of failure because my car would be in many many pieces. At this point, NO work is being done to my car. As the costumer I am in the middle of these 2 companies with NO work being done to my car. Warrantly solutions can battle dodge but not at the expense of me and my ability to have my car returned to me. I have been without of the car for 7 weeks. I have not been provided a loaner car. This is a hardship to myself and my family. I need some help to move this forward so I can have my car back. Thank you.

  

  Business response

  04/22/2024

  Dear ******************,
  
                  This is in response to your complaint filed with the Better Business Bureau regarding the recent engine claim.  We thank you for patience while this matter was under review.
  
                  We called you and left messages on April 19 and 22, 2024. On April 22, 2024, we emailed the status of the claim.
  
  Please note that the vehicle service contract (***) is a contract and not an insurance policy,warranty, or guarantee. Warranty Solutions Management Corporation (WSMC)administers the terms and provisions of the ****
  
  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  We reviewed your claim file with our WSMC claim team and determined that tear down is needed to verify cause of failure.  On March 5, 2024, ******** Motors reported the rocker rollers and camshaft lobes pitted.  We requested more information regarding the cause of failure. On April 10, 2024, ******** Motors reported that there is a bearing failure, but no teardown has been done.  Warranty Solutions advised ******** Motors that a verification of a bearing failure is needed prior to sending an independent inspection agency to document ******** Motors findings; thus, teardown is needed.
  
                  On April 19, 2024, ******** Motors reported that a failed engine oil pump is the cause of failure.  ******** Motors stated that they have torn engine down to the engine oil pump and verified it is the cause of failed.  Warranty Solutions scheduled an independent inspection agency to go to ******** Motors and document their findings.  Currently, we are waiting to get the inspection report.
  
  The *** states:
  Contract Definitions
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part to perform its intended function due to defects in materials or faulty workmanship in its manufacturing. This may include wear tolerances that are outside the manufacturers specifications that prevent the part from operating as designed.(see General Contract Exclusions) Non-covered parts are not covered.
  
  How to Make a Claim
  
  3. You must authorize the Issuing Dealer or any other state licensed repair facility to inspect and diagnose the Mechanical Breakdown, as necessary, to determine the cause of failure and the cost of parts and labor to repair. IMPORTANT: You must call the Administrator prior to all transmission disassembly. You are responsible for the cost of disassembly in the event the Mechanical Breakdown is NOT payable under this Contract (see General Contract Exclusions).
  
  Best regards,
  ****************************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/26/23 I purchased a used '18 Escape from *************** and bought the 5 ************** 3yr/30K miles warranty from Warranty Solutions for $2495. On 1/7/24, my car began showing signs of distress while driving on freeway. I took next available exit and immediately pulled off, shut off car, tried once; there was a clicking sound (no crank) and called for a tow to the dealership. 4-mos later, after approving the timing belt repair, the car still wasn't operable & upon further diagnostics, the repair now consists of replacing the intake manifold, cylinder head with valves, halfshaft, ring nuts, o-rings, bolts, tubes, valve cover gasket etc. and Warranty Solutions denied the entire claim. I called on 4/5/24 and they said it was denied due to clause #2. I asked ******* if they expected me to pull off to the side of freeway with 70/80mph cars going by or was I allowed to protect my safety and get off the next exit? He said of course we care about your safety but their tech inspected my car and it hydrolocked due to continued operation, implying that I drove it for miles and miles. I drove it for <1 mile and they can check the tow records to verify I was parked off of a freeway exit. I asked if they had proof of the mileage driven once the issue started and he said the 3rd party tech who examined by car made an assumption. I then asked for a write-up of their findings/decision/reason and he acted as if I was the only person in the history of Warranty Solutions who ever asked for such a request and kept telling me to get the write-up from the dealership. I told him that I have the dealership's write-up, but they aren't the one denying my claim--Warranty Solutions is. So now I owe $2375.59 for a timing belt and CV joint repair that was approved and then denied and I still don't have a working vehicle!! I spent $15K on the vehicle, $2495 on the warranty and still owe $2375.59 to the dealership to get a vehicle back that is inoperable and they have zero proof!!

  

  Business response

  04/12/2024

  Dear **********************:
  
                  This is in response to your complaint that was filed with the Better Business Bureau regarding the engine claim on your vehicle. We thank you for your patience while this matter is under review.
  
                  On April 9, 2024, we called you and advised that the claim is under review.  Currently, we are trying to reach the repair facility (***********) to get information regarding the failure of the engine.  After all the information is gathered the claim will be reviewed by upper management.
  
                  We apologize for any frustration or delay that you may have experienced. If you have any questions, please contact your claim specialist.
  
  Best regards,
  ****************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying repeatedly to cancel a warranty purchased with a used car on April 28, 2022. Since then, I have contacted them numerous times by phone and they keep giving me the run around, asking for additional documents or signatures. Even after getting it, there is always something else. It's now been about a year after the first time I reached out to cancel and it still hasn't happened. They keep telling me that the paperwork I've provided isn't sufficient or is now too old.

  

  Business response

  03/25/2024

  Dear ****************,
  
                  This is in response to your Better Business Bureau complaint.  We thank you for patience while this matter was under review.
  
                  On March 25, 2024, we called you and your voice mail box was full.  We emailed you that on February 14, 2024, we received a cancelation request.  The cancelation request had a cancelation effective date of March 9, 2023.  We contacted the selling dealer agent, and we were advised that no cancelation request has been submitted to them. On February 19, 2024, we emailed you stating that we can only back date the cancelation 45 days unless you provided a trade-in buyers order, any proof of a trade-in, an odometer statement, letter from the lienholder, or total loss insurance letter,any of these would be sufficient. Currently, we are waiting on a response if you can provide the required documentation to back date the cancelation effective date past the 45 days.
  
  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Engine makes a loud ratting noise at idle and acceleration, suspect timing chain coming apart. Performed consult test found DTC P0365. Removed lower oil pan, found metal shaving in bottom of pan. Multiple cases in database to replace long block and turbos. All of these issues are covered under the warranty as stated. The warranty company doesnt want to hold up their end of the contract. I would like my money reimbursed if I have to come out of pocket to cover the cost.

  

  Business response

  03/13/2024

  Dear ****************
  
                  On March 13, 2024, we spoke on the phone and advised that we were able to find the claim file and is under review by management.
  
  Best regards,
  ****************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Solutions. I purchased a used vehcile along with a $2,000 comprehensive warranty from their company in September of 2023. Just five months later I experienced a mechanical breakdown involving the timing chain and intake camshaft. I have taken the vehicle to a certified repair facility who was able to successfully diagnose the cause of the failure per their contract requirements. Although the cause was successfully diagnosed, Warranty solutions is requesting a full teardown which is unnecessary and excessive. Warranty solutions is using deceptive practices to avoid honoring my legitimate claim.

  

  Business response

  03/04/2024

  Dear **************,
  
  This is in response to your Better Business Bureau complaint regarding a recent engine claim. We thank you for your patience while this matter was under review.
  
  Please note that vehicle service contract (***) is a contract and not an insurance policy, warranty,or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****
  
  It is ***** role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On February 29, 2024, we spoke on the phone. We advised you that the repair facility only told us of a code P151E00 for a reduced speed threshold for oil pressure switching and no diagnosis has been reported to WSMC. You advised WSMC that you had authorized teardown to determine the cause of failure and extent of damage, but the repair facility is refusing to teardown to verify cause of failure and extent of damage.  You advise WSMC that the repair facility told you that they ran a test and determined that the timing chain is elongated.  WSMC advised you that we would contact the repair facility and request the information on the repair facilities diagnosis.
  
                  On March 1, 2024, we spoke to the repair facility. The repair facility stated that there is manufacture document for procedures for code P151E00 and the procedures advises them that the timing chain is elongated. We requested that the repair facility email us the manufacture documents, their test results, and estimate.  We received the documents and estimate from the repair facility.  The document and test procedure only has the vehicles timing.  The document provided by the repair facility did show a conclusion that the timing chain is elongated, no manufacture specification was provided, and the repair facility did not explain why all timing components and camshaft need to be replaced.  We contacted the repair facility and asked if there were any more supporting documents and why all the timing components camshaft is needed. We were advised that is all the documents that they have and all the parts that are list in the estimate is what is needed to repair the vehicle.
  
                  On March 4, 2024, we called you and advised you of the above information. You advised us that you are going to move your vehicle to another repair facility. 
  
                  We apologize for any frustration or delays that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2015 ******* Santa Fe. I have kept the car well maintained.In January 2024 I brought my car to ***************** for a check of the brakes and a leak in the transfer case.At the time I dropped off the car for service, I advised the service manager **************** that I had purchased a service contract, and after inspecting what had to be repaired to advise ****************** Solutions which I have a contract with, contract # N955200000002980.The service manager working on my car was confident the repair would be covered, and notified me ****************** Solutions was sending out an inspector.I have attached the bill given by ***************** which shows that a 3rd party used by ****************** Solutions did inspect the car. ****************** Solutions stated it would not cover the repair as it was found to be a result of water intrusion. The bill shows that the mechanic disagrees, seal at the matting surface of the transfer case to transmission was not compromised and the rust that was found was strictly a result of the hardened metal breaking down and no other evidence of water intrusion was found.Even the ****************** Solutions 3rd party inspector noted that the **Ring is in place and is not cut or split. This is the only way water could get through to the transmission. I have been in touch with the service manager and 2 employees at the dealership who documented everything and took several photos for me to use in court. Please consider this issue and I hope that it would be reflected in their rating.I am an attorney and intend to sue ****************** Solutions for denial of service, and will update with results.

  

  Business response

  02/27/2024

  Dear **************,
  
                  This is response to your Better Business Bureau complaint regarding the recent transfer case and transmission claim.  We thank you for your patience while this matter was under review.
  
                  On February 26, 2024, we spoke on the phone. We advised you that after the claim review it was decided to proceed with the transfer case and transmission claim.On February 27, 2024, we emailed you that the invoice has been processed.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5 star extended warranty policy from Warranty Solutions through *********************** for $3,850.00. I was told the warranty covered all mechanical repairs and I only had to pay the $100 deductible if I ever needed to use it. I took my 2019 ***** Accord to the said dealership after the dashboard warning lights come on. That dealership cleared the codes twice within a 2-3 months period saying nothing was wrong with the vehicle. The lights appeared a third time and I took it to a ***** dealership. Within 30 minutes, the ***** dealership was able to diagnose the problem as a failed fuel injector. I contacted Warranty Solutions and spoke with **** who said it was covered. ***** called to confirm and were told it is not covered. I contacted WS again and I was told its not covered due to carbon buildup. The ***** dealership never told WS it was carbon but only that it was a failed part. I have been dealing with this trying to get it covered for 5 months. After waiting on this to be resolved, my car stopped accelerating. I had it towed to a mechanic who found that I had 2 sparks plugs to be failed now. WS again was notified of the failed part and they denied the payment of that as well. The total bill for both repairs plus the tow is $2000.

  

  Business response

  02/19/2024

  Dear **************:
  
                  This is in response to your Better Business Bureau complaint regarding the fuel injector and spark plug claim.  We thank you for your patience while your claim file was under review.  
  
                  On February 14, 2024, we spoke on the phone. After reviewing the claim file, the repair facility was able to provide new evidence indicating a fuel injector failure.  We authorized the fuel injector claim. Regarding the claim for the spark plugs. The spark plugs are specifically excluded in exclusion number six.
  
  The vehicle service contract states:
  
  General Contract Exclusions
  
  6. Any non-covered parts or services, including but not limited to, the performance of normal maintenance services as set forth in the owners guide for the Approved Vehicle, scheduled replacement of parts and wear items, and parts and services such as: All rubber, plastic and metal lines (except steering and air conditioning metal lines), hoses and tubes; fittings and connectors for lines, hoses and
  tubes; spark plugs.(Emphasis added)
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  
  Best regards,
  ****************************

  

  Business response

  02/21/2024

  
  *********************
  2019 ***** Accord
  VIN: *****************
  Warranty Solutions contract: N27U210003770105
  Claims: A ********* and A 240201035
  State: **
  Type of contract: 5 **************
  
  
  Dear **************:
  
  This is in response to your Better Business Bureau complaint regarding the fuel injector and spark plug claim. We thank you for your patience while your claim file was under review.
  
  On February 14, 2024, we spoke on the phone. After reviewing the claim file, the repair facility was able to provide new evidence indicating a fuel injector failure. We authorized the fuel injector claim. Regarding the claim for the spark plugs. The spark plugs are specifically excluded in exclusion number six.
  
  The vehicle service contract states:
  
  General Contract Exclusions
  
  6. Any non-covered parts or services, including but not limited to, the performance of normal maintenance services as set forth in the owner's guide for the Approved Vehicle, scheduled replacement of parts and wear items, and parts and services such as: All rubber, plastic and metal lines (except steering and air conditioning metal lines), hoses and tubes; fittings and connectors for lines, hoses and
  tubes; spark plugs. (Emphasis added)
  
  
  We apologize for any delay or frustration that you may have experienced.
  
  
  Best regards,
  ****************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded the vehicle (2017 **** Edge Sport) that was insured under Warranty Solutions and was told I would get a prorated amount for the difference as a refund. The vehicle was traded Sept 2023. I have attached the information that I have been chasing Warranty Solutions for my refund. I would like my refund check sent to me. I originally bought the *********************** ******** and since August of 2023 I NO LONGER RESIDE IN ********. Since that time, **************** of ******** is no longer in business and was sold to another name. **************************** has no affiliation with the ******** location. I would like my money and my refund sent to me in *************.

  

  Business response

  01/25/2024

  Dear ********************
  
                  This is in response to your Better Business Bureau complaint regarding a cancelation refund. On January 24, ****, we spoke on the phone.  We advised you that your contract was cancelled in our computer system and that the selling dealers sister dealership in ******** is responsible for issuing the refund.  We gave you a point of contact for the selling dealers sister dealership that is responsible for issuing the cancelation refund.
  
                  We apologize for any delay for frustration that you may have experienced.
  
  Best regards,
  **************************** 

  Customer response

  01/25/2024

   
  Complaint: 21181467
  
  I am rejecting this response because:

  This has not been resolved. Warranty Solutions is still held responsible regardless for follow up. They provided a contact name at the "sister" dealership in ********, however, nothing has been resolved since the cancellation that was confirmed back on 10/3/2023-10/4/2023.

  I would appreciate that Warranty Solutions sees this through and gets this resolved.

  Sincerely,
  
  *********************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has been a total fiasco dealing with this company. The repair facility has done everything they've asked them to do and they just keep coming back with more actions to be taken. They sent an inspector out to take pictures and confirm the failure, and still seem to be dragging this on for no apparent reason. On this last go around they asked to repair facility to confirm the failure point in which they did. About 2 weeks later the repair facility had to call them back for an update because no one ever called them and now they are asking the repair facility to confirm more items associated with this failure. When that was supposed to be the job of the inspector. This is ridiculous. The repair facility has already confirmed what was asked of them and now this!!! My vehicle has been in the shop since August 28th. The inspector went there on 9/25. It is now October 26 and still this company is trying to find reasons not to approve this claim when it is evident that the failure is a claimable action. We've paid this company $2K for a peace of mind and when it's time for them to delivery it has been a total let down. I cannot believe the constant run around for past 2 months. The repair shop sent pictures on 10/13 and again today 10/26. Trying to get someone on the phone is a joke. You're on hold with hold music for 30mins and no one ever answer the phone.

  

  Business response

  11/02/2023

  
  Dear **********,
  
                  We received your Better Business Bureau complaint. We thank you for your patience while the claim file was reviewed.
  
                  On October 31, and November 1 and 2, 2023, we called you and left messages.  On November 2, 2023, we sent you an email stating that our records indicate that Warranty Solutions authorized the differential claim on October 27, 2023. You advised that you needed reimbursement for rental.  After we received the rental invoice, it was adjudicated within the terms and conditions of the vehicle service contract.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  Customer response

  11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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