Complaints

This profile includes complaints for Continental Warranty Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Continental Warranty Inc.

  99 Wiltshire Rd Claymont, DE 19703-3307

  
• 

  Continental Warranty Inc.

  5077 Lankershim Blvd Suite 600 North Hollywood, CA 91601

• 

  Continental Warranty Inc.

  19401 40th Ave W Ste 400 Lynnwood, WA 98036

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  Continental Warranty Inc.

  24955 Pacific Coast Hwy Ste C303 Malibu, CA 90265-4730

• 

  Continental Warranty Inc.

  4640 Lankershim Blvd Ste 305 North Hollywood, CA 91602-1848

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Continental warranty fraudulently sold a car warranty for an 08 Dodge Charger with 131,480 miles with the intention of never paying out on it. The transmission needs repair and they couldn’t disqualify us based on service on the car so now they are saying the trade in value for three car is less than the repair. Well they knew it would lose value when we drove it off of the lot so they would never have to pay out on the warranty.

  

  Business Response

  Date: 01/29/2025

  BBB- ID 22867755
  
  
      Thank you for contacting us regarding this customer’s concerns with the terms and guidelines documented within the Continental Warranty, Inc. Vehicle Service Contract. In this case, specifically relating to the service contract liability limits.
  
       Per the Liability Limits statute which is stated on the reverse side of the Vehicle Service Contract, upon payment of $990.00 toward the current transmission claim on the vehicle, the contract will have reached its maximum threshold. The Liability Limits clause reads as follows:
  
     Item 6.  Liability Limits:

   “Our obligation under this Contract shall cease when the cumulative amount of claims paid or payable under this contract exceed the average value of Your Vehicle as determined by the then current Kelley Blue Book Trade In Price”. 

  
     The customer has traveled 15,401 miles since time of purchase, with a current odometer reading of 146,881 miles.  Current Kelley Blue Book Trade in value on the vehicle is $1090.00.  Subtracting the $100.00 deductible leaves $990.00 of funding available for allocation toward the claim. Henceforth, all apportioned funding within the contract has been exhausted, and unfortunately no other monies are available. Subsequently, any and all financial obligations from Continental Warranty, Inc. have been met.
  
     Hopefully this breakdown and explanation eliminates any confusion and provides complete transparency in regard to the service contract Liability Limits provisions. Thank you once again for your correspondence. As always, Continental Warranty, Inc. prides itself on our excellent reputation, and strives to provide our customers with the highest levels of service satisfaction. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22867755

   

   

   

• Initial Complaint

  Date:09/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19th 2024, I dropped off my 2017 ford escape 1.5 ecoboost at san ford dealership in gilbert az. The check engine light was on. A week later the dealership called and said it needs a new engine. At that time I gave the dealership continental warranty inc information. The warranty sent someone out to look at the vehicle. The warranty company denied the claim saying the issue isn't covered. I called the warranty company myself to ask why is was denied. Because on the warranty I have the engine is covered. I was told by the warranty company that Ford should cover the engine because it is a know issue with the ford escape 1.5 ecoboost engines. They also said that no warranty company would cover the issue with the engine. I have had the dealership where I bought the vehicle try to help but it's not going anywhere. I keep hearing he said she said. This has been going on for more than a month. So frustrated.

  

  Business Response

  Date: 10/04/2024

  BBB 22360208
  
  Thank you for contacting us regarding this customer’s most recent claim with Continental Warranty, Inc.
  
     Upon reviewing the claim, it is apparent that the customer’s engine failure is due to a manufacturer’s defect with the factory casting of the engine’s cylinder block. The defect results in a crack in the engine’s cylinder walls, allowing coolant to enter the combustion chamber. Unfortunately, this particular component failure is clearly not covered per the terms and stipulations listed within the vehicle service contract.
  
     However, in the interest of customer satisfaction and good faith, Continental Warranty, Inc. has agreed to cover the customer’s repairs and will move forward with the claim.  The customer has been notified, and is completely satisfied with the final outcome. 
  
       Thank you again for your correspondence. As always, Continental Warranty, Inc. prides itself on our excellent reputation, and strives to provide our customers with the highest levels of service satisfaction.
  
  

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold an extended warranty when I purchased my 2016 Kia Sorento SX in Oct of 2021. I was informed by the dealership that I purchased this from, that this was a lifetime, unlimited mileage warranty covering the entire drivetrain of the car from engine to wheels as this is an all wheel drive car. This past weekend I noticed the temp gauge on my car was slightly higher than normal so I pulled over to investigate. I was low on coolant. I regularly check that along with all my other fluids and in nearly 3 yrs never been low on anything. I can say that I am meticulous with how I take care of my vehicles. Nothing is left undone, unclean , or neglected. I brought my car to my local auto service facility and was informed there was a problem with one of the head-gaskets leaking. I provided the info for Continental Warranty Inc. along with my member id. when i was called back by my mechanic after the discussion he had with the rep, I was informed that my warranty protection would not be honored because they claimed that the "only" way a head gasket fails is through neglect and misuse. When I called directly myself. the person i spoke with tried that same line and I was not buying it. After a few min of arguing this he changed his story and said that the head gasket was not covered because the car now had over 100,000 miles on it. I said well how is this an unlimited miles drivetrain warranty? to which i was told that was the contract terms. I asked for a copy of my contract to be emailed to me at my work address and have yet to see it. This seems to be another in a long series of stories that I have heard but was hoping i was different in how the warranty companies take advantage of customer who unknowing believe that they are actually paying for protection and peace of mind. I was very painfully mistaken. I wont make that assumption or mistake again... I have never filed a claim on this coverage before and now that I need them, I am abandoned. I would like a refund...

  

  Business Response

  Date: 09/06/2024

  
  BBB 22204568
  
      Thank you for contacting Continental Warranty, Inc. regarding this customer.  We have revisited the claim details to allow for a better understanding of the customer’s issues.
        The customer’s current vehicle service contract with Continental Warranty, Inc. is considered a “Lifetime Limited/Unlimited Mileage” contract.  This policy covers any failures of the internally lubricated parts listed within the engine and transmission for the lifetime of customer ownership.  Unfortunately, seals and gaskets are only covered in conjunction with a covered repair, and not as a failure alone. Putting any speculation regarding overheating aside, this is the sole reason why the head gasket replacement was not eligible for any type of coverage.
       After accessing the customer’s information, it appears that the email address on file with our office was initially incorrect. However, a complete copy of the vehicle service contract has now been emailed for the customer to review. Should any questions arise, our Claims Department is available and would be more than happy to provide further clarity and explanation if needed.
           As always, Continental Warranty, Inc. strives to provide excellent customer service, and we appreciate you reaching out to us.
  
  
  

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.   This was not the response I was given by the representative I spoke with. Had he explained that in the beginning, I may have been satisfied. However, I was told that the only way I could have experienced a failure of this type was thru "abuse and neglect". This of course is blatantly incorrect. I am unsure where your representatives receive their training that qualifies them as automotive technicians who are talented enough to fully diagnose issues over the phone. I believe they need to return for further instruction. No one even came to inspect the claim as I was told that was proper procedure. No maintenance records were requested. I was summarily dismissed as "not covered" . The contract that was sent was not my signed contract with the terms. The one that I was provided had my name and the terms and cost of the agreement with an incorrect address listed. NO SIGNATURE from me was on it. I have attached it here. If you are going to fall back on a small print term in the contract, at least show that I agreed to those terms. Right now the only thing I can say I agree to is that I paid nearly $4,000  for absolutely nothing. Not for nothing, but this contract was the only reason I took on an auto loan at all. My trade in for this vehicle was assessed at nearly the total value of this 2016 Kia Sorento at the time of its purchase.  Without having been sold this "contract" I would have not financed this car.  This particular type failure requires that the entire engine be replaced. due to the make of the heads and the block there is a high risk of stripping the bolts or fastener holes that the bolts engage if a head gasket repair is attempted. not even a kia dealership will attempt this.. So in essence, my engine has failed as this is not just a seal or gasket that can be repaired. It's getting pretty bad when you almost have to hire a lawyer to help you go over a car warranty when purchasing a vehicle to protect yourself from the contract that is supposed to protect you.... Regards, Complaint ID: 22204568    

  

  Business Response

  Date: 10/07/2024

  Thank you for once again contacting Continental Warranty, Inc. regarding this customer.
         As stated previously, the failed components (in this case head gaskets) are unfortunately not eligible for any type of coverage under the Lifetime Limited/Unlimited Mileage vehicle service contract.  This particular policy only covers failures of the internally lubricated components listed under the “Engine” and “Transmission” Categories as specified within the contract.  
         As far as any potential comments made regarding “abuse and neglect” which may have taken place, Continental Warranty, Inc. apologizes for any misunderstandings that appear to have transpired. Although the Claims Adjusters have a vast knowledge and experience in the automotive industry, final diagnosis and cause for component failure can only be determined within an automotive repair shop environment.
        We appreciate your correspondence; we hope that this detailed explanation provides further clarity and transparency regarding this customer’s non-covered claim.
  

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been working with an adjuster named ****** I took my vehicle to Meineke for an issue that I was having with my car, it has been st Meineke since 6/7. After an inspection was completed it was said that the rare differential needed to be replaced. Meineke was informed that an inspector needed to come out. Every since 6/11 there has been nothing but back and for lies being told with nothing being completed. After I explained that I required the car to be fixed at least by the 24th and here it is the 21st and still nothing. Terrible terrible service

  

  Business Response

  Date: 06/25/2024

  BBB- 21884683
  
     Thank you for contacting us regarding this customer’s concerns in reference to their last claim.
  
     Due to the large nature of the claim, a vehicle inspection was required to verify the repair facility’s findings.  Unfortunately, the independent inspection company originally hired by Continental Warranty, Inc. was unable to complete the inspection in a timely manner, causing delays for approval.  Continental Warranty, Inc. employed another inspection company to perform the inspection which was completed within the normal 24–48 hour window.  Between the date this BBB correspondence was submitted (6/21/24) and the present date (6/25/24), the claim has been since authorized and no further delays are expected.
  
      Thank you again for bringing this situation to our attention. Continental Warranty, Inc. prides itself on our excellent customer satisfaction rating, and continually strives to be one of the leading automotive warranty companies in the industry.
  

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reimbursement of moneys spent for services

  

  Business Response

  Date: 03/05/2024

  BBB ID 21335740
  
     Thank you for contacting us regarding this customer’s concerns with their most recent claim.
     We have reviewed the details of the claim, and also reached out to the customer as well to try and get a better understanding as to what the customer’s current issues were, and how we could possibly assist.  In discussion, it was determined that the customer’s frustration and cause for concern was largely due to the length of time required to receive final approval for the engine replacement.  Unfortunately, a significant portion of that delay was on the repair facility’s part, since a cause of failure requesting a subsequent complete engine replacement was never conveyed nor proven to the Claims Department.  In an effort to expedite the claim in a more efficient manner, Continental Warranty, Inc. approved and funded more diagnostic allowances than the vehicle service contract permits.  This service contract exception allowed a clear, detailed explanation of the engine failure to finally be demonstrated, at which time the claim was approved post haste.
       Thank you again for bringing this matter to our attention. We are hopeful that this breakdown provides better clarity and transparency in regard to the details of this particular claim.  We have followed up with the customer on several occasions recently, and at this point the claim is proceeding as well as progressing as expected.
  

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.In November the care was diagnosed by the dealer and I had to pay out of pocket for that diagnosis. The warranty company then sent out there inspector whom confirmed what the dealer diagnosis was that the car needed an engine at that time. I was then told that that diagnostic was not accepted and then had to pay for another diagnostic from a different car shop in which with that diagnosis it was determined again that the car needed and engine in which this time they did pay for that diagnosis but after speaking with to car shop and the warranty company there is not an approval but now we are expected to pay the taxes on the work preformed and I shouldn't have to come out of pocket for anything else being the service for the car was approved. I have attached the 1st diagnosis from the dealer back in November when it was first stated that the car need an engine. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21335740    

  

  Business Response

  Date: 03/22/2024

  BBB ID 21335740- Second response
  
     Thank you for once again contacting us regarding this customer’s concerns with their most recent claim for the engine replacement.
      We have been in contact with the customer on a regular basis, and once more assisted with this claim regarding diagnostic charges.  A reimbursement check was recently sent directly to the customer to allow compensation for the out-of-pocket expenses incurred with the initial diagnostics. In regard to sales tax, taxes are not covered as documented and specified within the vehicle service contract provisions.
       It should be noted that any time an engine replacement or similar significant repairs are required for a vehicle, a nominal monetary obligation on the customer’s behalf is to be expected.  These expenses are applied toward non-covered items such as, but not limited to, taxes, hardware, hoses, fasteners, services, etc. 
     Thank you again for reaching out and allowing us the opportunity to assist this customer further. Continental Warranty, Inc. prides itself on our excellent reputation, and strives to provide our customers with the highest levels of service satisfaction.
  

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially was informed that the claim did not fall under the warranty I had invested in and I even had to file a complaint in order for the claim to be approved. Even though the claim was approved and the company paid a portion of the repair, the way it was handled caused unnecessary delays. Long story short, my car needed a new engine. Because of the delays, I was down a vehicle, had to inconvenience family and friends and have yet A N O T H E R interruption of my daily life because initially, “there wasn’t enough evidence?” January 17th I had issues with my car. February 16th I am back in possession of the vehicle I am still paying for. The process and way Continental does business should be inspected and gone over with a fine tooth comb because they don’t execute within the realm of reality of family’s lives. Nor do they care. When calling in to ask for updates (because they sure weren’t keen to keep me up to date with what was going on,) they were cold, unempathetic and rude. Even to go so far as to say something along the lines of, “well the shop you chose could have been better. It’s limited and maybe next time you can make a better choice.” As if there wasn’t a good reason I chose that shop in the first place. It’s ludicrous that you have to jump through hoops to actually get coverage for something you invest in with the idea in mind you’re covering your bases and doing the right thing. Because of the way they approached my problems I paid $1286 more than I anticipated for my repair, one month car payment & an extra $500 on top of all that because the findings took so long, the shop had to increase the price of the repair. This entire experience was awful and I hope I never have to deal with them ever again.

  

  Business Response

  Date: 02/23/2024

  BBB- 21305042 – **** * ******** ******
  
    Thank you for contacting us regarding this customer; we are sorry to hear that they were not satisfied with this most recent claim.
  
     After reviewing the claim details, there was, in fact, a delay with the claim because the repair facility was unable to provide a clear and concise reason as to why the entire engine was in need of replacement.  In conversations with the repair facility, they themselves admitted that they were limited to the level of engine repairs which they could perform, and their solution was usually to just replace the engine rather than attempt to get involved with in-depth repairs. After contacting other repair facilities on the customer’s behalf, and realizing that there would be an even longer delay for the customer if the vehicle was moved to those facilities, it was decided by Continental Warranty, Inc. that the best course of action for this customer was to just have the current repair facility replace the engine. This decision was made based on the higher mileage of the vehicle, but more importantly to avoid any further vehicle down time for the customer.  After performing a nationwide search, Continental Warranty, Inc. was able to locate a recycled engine for the vehicle with low miles and a full warranty.  Unfortunately, it is the repair facility’s policy not to accept parts provided by an outside agency, and subsequently the customer was forced to use the engine provided by the repair facility while also being burdened with the higher difference in cost.
  
    Thank You again for bringing this situation to our attention.  We are hopeful but confident that any future claims for this customer will not consist of the unfortunate obstacles which arose throughout this past encounter.
  

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I don’t believe nor am I satisfied by this response. I haven’t even been followed up with, nor given any notice of there being an update to the agreement that would cover the replacement/repair of the  engine I now have in my vehicle.  Frankly, if I do need to go through this again, I have no guarantee that I won’t go through the same exact  thing again. I invested in a product which on the website states that, “repairs can be performed by any qualified repair facility of your choice, and this was confirmed verbally on the phone. Which is another point that is frustrating, I couldn’t even get the recordings as they’re “used for training purposes only”I would like to be reimbursed the amount I paid over the understood $200 deductible as well as one month of my car payment.  Thank you.  Regards, Complaint ID: 21305042    

  

  Business Response

  Date: 03/07/2024

  BBB- 21305042
  
    Thank you for once again relaying this customer’s concerns regarding the engine claim on their vehicle to our attention.
      As stated previously, the service facility would not accept the engine available to be provided by Continental Warranty, Inc. which would have greatly minimalized the out-of-pocket expense for the customer. The repair facility marked up the cost of the engine significantly, and those increased monetary costs were then passed on to the customer.  The customer selected a limited powertrain vehicle service contract at time of purchase. This claim has been repeatedly reviewed in great detail, and it has been determined that the maximum amount of allotted funds within the vehicle service contract were used in replacement of the engine. Unfortunately, no other funding from Continental Warranty, Inc. is available for this claim.
      As per the customer’s inquiry regarding the engine’s warranty, the invoice provided by the repair facility states that the repairs rendered by that facility carry a full one-year warranty.  Once that warranty expires, any eligible coverage through Continental Warranty, Inc. will remain throughout the terms specified within the vehicle service contract, and will follow the guidelines and details documented within.
  

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/04/2023 to 08/08/2023 I have isssue with Continental Warranty Inc. My Policy # is LL000411. They refused to refund me for the Covered warranty service and refund for Towing a broken Car. My car had issue on 08/04/2023 around 10:00PM in DC. It was not drivable and the Road side assistance are not answering their phone. I called another Tow company and took my Car to Acura Dealership. Acura Replace the Electronic Brake system. This cost me $ 360 at Dealership and Additional $185 for Towing. I contacted Continental Warranty Inc. and they refused to cover or reimburse for my out of pocket expenses. I am very upset and frustrated .

  

  Business Response

  Date: 08/11/2023

  BBB ID #20444657
  
    Thank you for correspondence conveying this customer’s concerns regarding the non-covered item for the most recent claim on the vehicle.
  
     The component in question is a small switch that controls a specialized function of the vehicle’s performance while on an incline to avoid roll-back. This feature is a vehicle specific option, and unfortunately that particular part is not a listed component on the customer’s vehicle service contract. Continental Warranty, Inc. products encompass more component coverage than any other service contract on the market, however on rare occasions there may be a minor component such as this that is not included in the listed covered components. Continental Warranty, Inc. reviews and updates listed covered components on a regular basis, in an effort to keep up with the fast-moving technological advances within the automotive industry.
  
      In regard to any type of towing reimbursement, the customer simply needs to contact the towing company that handles towing and roadside assistance, and they will be able to assist with that request.  Their contact information (866-330-0760) is documented on the vehicle service contract, along with a full description of services offered. 
  
  We are sorry to hear that the customer was not satisfied with the most recent experience, and that we were not contacted previously by the customer so that we could have the opportunity to fully explain the coverages offered on the service contract. Continental Warranty, Inc. prides itself on our excellent customer satisfaction rating, and continually strives to be one of the leading automotive service contract companies nationwide.
  
  

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I talked to Acura technical professionals and they said this part should be covered by the warranty. Acura covered it and most Auto warranty companies do cover this issue. I am very disappointed with the way I am treated. I did contact you before contacting BBB, I am not happy that you said I did not contact you. I called twice , the Service manager from Woodbridge Radley Acura talk to your agents and they are the one who refused to cover the Labor and Part. What choice I have ?  I want an apology for misinforming BBB that I did not call your office before contacting BBB.
  
  
  Regards,

  Complaint ID: 20444657

   

   

   

  

  Business Response

  Date: 09/15/2023

  BBB ID #20444657
  
      Thank you for contacting us once again regarding this customer’s concerns.
  
     We would like to take this opportunity to further provide clarity on the vehicle service contract coverage terms and limitations. The service contract reads as follows:
  
      Components listed below are covered by the contract. Components not listed are not covered.
  (Bolded items are categories only)
  
  
  ELECTRICAL COMPONENTS – Window Motor, Power Seat Motor (6-way seat bottom motors and switches only), Front Windshield Wiper Motor (including internal circuit board, relay and delay switch), Rear Hatch Wiper motor, Horn, Alternator, Alternator Bearings, Alternator Brushes, Alternator Diodes, Alternator Field Coil, Alternator Housing, Alternator Mounting Bracket, Alternator Pulley, Alternator Rotor, Backup Light Switch, Analog Speedometer, Analog Tachometer, Engine Temperature Analog Gauge, Fuel Level Analog Gauge, Oil Pressure Analog Gauge, Defroster Switch, Interior Door Lock Switch, Glove Box Light Switch, Headlight Switch, Horn Switch, Ignition Switch, Map Light Switch, Mirror Switch, Neutral Safety Switch, Power Seat Switch, Power Window Switch, Starter Armature, Starter Brushes, Starter Bushings, Starter Drive, Starter Field Windings, Starter Motor, Starter Motor Case, Starter Solenoid, Voltage Regulator, Washer Pump, Washer Reservoir, Wiper Delay Controller, Wiper Motor Linkage, Wiper Switch, Power Window Switches, Power Seat Switches, Power Door Lock Actuator, Horn button, Turn Signal Switch, Cruise Control Switch, Headlamp Switch, Emergency Warning Flasher Switch, Window Regulators and Motor, Power Sun/Moon Roof Motor, Sunroof Motor Switch, Power Convertible Top Motor.
  
      As explained previously, the “EPB and Brake Hold” Switch needed for repairs controls a specialized function and feature for this specific vehicle, and is not included in the above list of covered electrical components or switches. Therefore, unfortunately that part is not eligible for coverage.
  
    We sincerely apologize for any miscommunication or confusion regarding the customer contacting our office; there must have been a flaw in the phone and vehicle database records.
  
    Thank you once again for your second correspondence, we appreciate the follow-up.
  
  
  
  
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased continental warranty - power wrap for $3700 from Jaguar dealer, richmond va for my 2017 Jaguar fpace after getting assurance that is similar to bumper- bumper warranty and covers 100 %. Today my car is in the dealership for a coolant leak which they quoted $4200 to replace water pump, coolant hoses and pipes. Continental is paying only $750 dollars for water-pump saying other parts like coolant hoses and pipes are not in the contract fine print. This is ridiculous , when somebody buys the warranty how can they know which parts are all covered and not ? It is a 14 page contract. Continental is a scam and Jaguar dealerships are selling them to customers

  

  Business Response

  Date: 05/10/2023

  Thank you for contacting Continental Warranty, Inc. regarding this customer’s concerns. 
       In reviewing the vehicle’s claim history, cooling system plastic tubes and hoses are being recommended for replacement, which unfortunately are not parts that are listed as covered components within the vehicle service contract. The front page of the vehicle service contract specifically states that components not listed on the contract are not covered:
     “Components listed below are covered by the contract. Components not listed are not covered”
      While Continental Warranty, Inc. service contracts do offer an extensive amount of component coverage, there are, understandably, some limitations.  Items such as pipes, hoses, etc. are not mechanical components and are excluded on vehicle service contracts.  Letter “Q” on the back of the service contract reads as follows:
      WHAT IS NOT COVERED:
  Q)     Any part or component that is subject to normal wear and tear and must be periodically replaced, such as, but not limited to: battery, belts, hoses, brake drums, brake shoes, brake rotors, brakes pads, shock absorbers, McPherson struts, bolts, nuts, fasteners, standard transmission clutch and linkage (manual or hydraulic).
  
    V)  Components, parts, or services not named on pages 1-3 of Service Contract Application Category Components
  
       Hopefully this brings some clarity to the situation, and eliminates any confusion that has ensued. As always, Continental Warranty, Inc. strives to provide excellent customer service, and will continue to offer the highest levels of coverage available for service contracts in the automotive market.
  
  

  Customer Answer

  Date: 05/12/2023

  thank you for the response and highlighting the contract terms. First of all I bought this contract from the jaguar land-rover dealer midlothian, VA who sold it saying it is best comparable to the factory warranty and provides 90% coverage and secondly how somebody at the time of buying this warranty would ever know which parts in a cooling system are covered etc as the contract just indicates the main-items, I would never think about coolant pipes/hoses or other bolts etc and that too after being assured by jaguar dealer it is 100% covered,

  Also my vehicle has only 52k miles and at this mileage, water-pump/coolant pipes/hoses never wear out so soon and are not wearable items.

  Brakes, tires , drums are wearable items, but not anything related to cooling system as they wear-down at higher mileage of 100k

  I don't know anything about continental warranty before, I solely purchased based on Jaguar dealer recommendation.

  Total coolant leak repair cost is $4000 and they are paying only $750 towards repairs for water-pump which is very less coverage.

  Hence I request continental warranty to contribute more towards the coolant-leak-repair.

   

   

   

   

   

   

   

   

  

  Business Response

  Date: 05/25/2023

  BBB- 2003462-  SECOND RESPONSE
  
   Thank you for once again making us aware of this customer’s concerns regarding the non-covered items for the most recent claim on the vehicle.
       Continental Warranty, Inc. fully understands the customer’s disappointment in having to pay for replacement of the coolant pipes and hoses which are leaking coolant.  From what has been conveyed by the repair facility, the intricate routing of the cooling system pipes and passages requires a fair amount of labor, since access to these items is limited.  However, as stated previously, the required parts are simply plastic tubes and hoses which are not mechanical or electrical components. Through time the plastic and rubber material has deteriorated and can no longer seal the cooling system properly. Unfortunately, these items are considered wear and tear, and are not covered components listed on the vehicle service contract.  Continental Warranty, Inc, will not be able to provide funding for these non-covered items.
  Thank You

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2013 Nissan Pathfinder about 5 months ago. The transmission broke down and warranty won’t hold honor to pay for repairs. I did my own maintenance and showed proof of this and did regular oil changes to vehicle and also put a new battery in and also new brakes. I shouldn’t even had to put brakes and a new battery in the matter of those months. I provided them with receipts. They said they will not honor contract but by the Magnuson-Moss Warranty act. What they are doing is truly unfair. I need this resolved. Thank you

  

  Business Response

  Date: 03/24/2023

  BBB- ID #19597285
  
  Thank you for contacting us regarding this customer’s concerns with reference to the vehicle service contract held with Continental Warranty, Inc. and the most recent claim request.
  
      On 3/3/23, ECK Motorsports contacted Continental Warranty, Inc. and reported that ****** ******’s vehicle had been brought to their facility for a transmission concern, and that a replacement transmission was required to correct the issue.  In reviewing the documented mileage, it was apparent that the customer had put 19,977 miles on the vehicle since purchase. Therefore, at this point, maintenance records were requested per the terms and guidelines stipulated on the service contract. The front of the service contract clearly states in red, bold type the following information:
  
                       IMPORTANT
           In order to receive the full coverage of this limited-service contract you must, at your expense, maintain your vehicle according to the manufacturer’s minimum service requirements. Evidence of proper service (service invoices) must be submitted in the event of any claim. All service invoices must be numbered. See #10 on reverse of contract.
  #10.  (1) Receipts must be from an authorized repair facility showing (a) Time, (b) Numbered invoice, (c) Mileage. Receipts must be either originals, copies thereof, or computer generated. Seller (us) reserves the right to question the authenticity of any receipts. Failure to produce requested maintenance records (documentation) will result in denial.
  
       Unfortunately, the customer was unable to produce the proper documentation required to proceed with a powertrain claim, therefore the claim was initially denied. However, in the interest of customer satisfaction, Continental Warranty, Inc. has revisited the claim, has agreed to go outside of the terms and guidelines within the service contract, and will be offering assistance to this customer for the necessary transmission repairs.
  
       Thank You again for bringing this situation to our attention. Continental Warranty, Inc. prides itself on our excellent customer satisfaction rating, and continually strives to be one of the leading automotive warranty companies in the industry.
  
  
  
  

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Thank you for the response. However I do not agree with this. I as the owner of this vehicle am allowed to do my own maintenance to the vehicle by law. I can’t not be denied because of this. The vehicle was maintained more than it should have been for the time I have owned it. I have went above and beyond. The MMW act ensures that in situations like this, I the consumer have the right to maintain my property. The transmission has nothing to do with doing oil changes , if this was the case the engine would have gotten messed up instead of the Transmission. They did come back with an offer for 3175$ , it’s not what I wanted but seems like I have no choice but to except this. Thank you  Regards, Complaint ID: 19597285    

• Initial Complaint

  Date:06/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have comprehensive warranty, they are not honoring it, my car is in the shop, for an electrical problem, they said they’re not going to fix it. I have bumper to bumper warranty. 2,200 dollars to repair it, it’s covered under warranty

  

  Business Response

  Date: 06/30/2022

  BBB ID 17487698
  
    Thank you for contacting Continental Warranty, Inc. regarding this customer’s concerns.  In reviewing the vehicle’s claim history of past approved repairs, there was one component found that unfortunately is not covered per the terms of the contract. While Continental Warranty, Inc. service contracts do offer an extensive amount of component coverage, there are, understandably, some limitations. The failed component in this case is the transmission’s shifter assembly, which is actually one of the few excluded parts listed on the vehicle service contract under the “TRANSMISSION” category:
  
      “With the exclusion of the following: Manual Clutch, Clutch, Pressure Plate & Throwout Bearing, Linkage, Cable, Shifter, & Clutch Slave Cylinder, External automatic/manual clutch, Sequential manual clutch, Semi-automatic external clutch.”  
  
   It is for this reason that the transmission shifter replacement cannot be approved at this time. 
  
  Continental Warranty, Inc. prides itself on our excellent customer satisfaction rating, and continually strives to be one of the leading automotive warranty companies in the industry.
  
  Sincerely,
  Continental Warranty, Inc.
  Claims Department