Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the platinum coverage from TWS Warranty Services via the dealership I purchased my truck from on December 31, 2020. Recently, the ** module in the truck stopped working as well as the rear brake light which also houses the rear view camera. On February 10th, 2025, The dealership I took the truck to for repair submitted a claim to *** who immediately denied the claim since water had intruded into the truck. The brake/camera assembly is a covered electrical component as is the ** module. The ** module failed because another component covered component failed. They simply refuse to cover the claim because of water intrusion. This repair is now costing me *******. The paltinum coverage I was sold should cover this completely.

  

  Business response

  02/14/2025

  A claim was initiated for this vehicle on 02/10/2025 citing a failure to the ** module. 
  
  The repair facility reported that water had entered the third brake light assembly which intern led to this ** module failure. The failure of the module was specifically reported to TWS as directly related to water intrusion. 
  
  This contract specifically lists failures caused by water intrusion as not covered in this contract.  See below for actual contract language.
  
  Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  
  7. FOR A BREAKDOWN CAUSED BY OR INVOLVING, WATER,
  
  This claim has been correctly denied as a failure that was directly caused by water intrusion. 
  
  A TWS adjuster has contacted the customer regarding this denial, and to explain the contract language noted above. 
  
  If the customer has any further questions regarding this denial, we ask them to contact us through our main line at **************.  Our hours of operation are Monday through Thursday 8am 7pm EST, and Friday 8am 6PM EST. 
  
  
  Kind Regards,
  
  
  Total Warranty Services. 

  Customer response

  02/14/2025

  I was not contacted by the adjuster after several phone calls to the company. Furthermore, it is true that the brake light assembly which is a covered component in the contract did leak.  TWS refused to cover any portion of the cause or result.  A covered component caused the water intrusion. Had the covered component not failed, there would have been no water intrusion.  The failed to cover any of the issues. As such, I am requesting a full refund of the amount I paid for the extended warranty as they also denied another claim before it was even submitted in a previous occasion.  

  Since TWS is unwilling to stand by their product I am requested by a refund of the purchase price of the extended warranty. 

  Customer response

  02/14/2025

   
  Complaint: 22923559
  
  I am rejecting this response because:

  I was not contacted by the adjuster after several phone calls to the company. Furthermore, it is true that the brake light assembly which is a covered component in the contract did leak.  TWS refused to cover any portion of the cause or result.  A covered component caused the water intrusion. Had the covered component not failed, there would have been no water intrusion.  The failed to cover any of the issues. As such, I am requesting a full refund of the amount I paid for the extended warranty as they also denied another claim before it was even submitted in a previous occasion.  

  Since TWS is unwilling to stand by their product I am requested by a refund of the purchase price of the extended warranty.
  

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

  

  Business response

  02/19/2025

  A *** **************** Representative had contact with this customer via phone on 02/10/2025 and the claim details were discussed with the customer on this call. 
  A TWS Claims Adjuster also called the customer back to discuss this claim on 02/11/2025, and there was no answer from the customer. 
  Our adjuster left a voicemail for the account holder to call us back when they were available.  This voicemail call was recorded and a TWS Supervisor verified that the call went through, and the voicemail was left for the customer.
  As stated by the customer in their response, this failure was caused by a water leak / water intrusion. Any failure that is caused by a water leak / water intrusion is specifically listed as not eligible for coverage in this contract.  Please see our previous response for the actual contract language. 
  Due to this failure being a direct result of a water leak / water intrusion, this claim will remain correctly denied per the language of this contract. 
  This contract was purchased through a TWS selling dealer and the account holder directly paid the selling dealer for this contract.  The selling dealer where this contract was purchased will be able to assist the customer with a refund should the account holder choose to go this route. 
  If this customer has any questions,we ask them to please contact us through our main line as directed in our previous response. 
  
  Kind regards,
  
  Total Warranty Services

  Customer response

  02/19/2025

   
  Complaint: 22923559
  
  I am rejecting this response because: its simply not true.  The water intrusion was caused by a part that is covered under TWS.  They did not cover the part that failed and caused the water intrusion.  I understand not covering the failed RF module for the water intrusion but to not cover the brake assembly that caused the water intrusion is unacceptable.  
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  02/02/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Attempted to cancel the ********************************** Product Warranty (TTPLPW) from TT of Flagler, **** dba Total Warranty Services on a new vehicle purchased from Milledgeville Chrysler Dodge Jeep Ram (TWS00129) described on the vehicle sales contract as Security Etch but have been ignored. The ****** contract specifically states under the cancellation provisions in the State of Georgia that such contract can be cancelled in writing by providing the reason for the cancellation which was provided and sent to the address in the contract. The vehicle was purchased on 10/12/24 for cash including $799.00 for the Security Etch (there is no security etching). The cancellation was sent three weeks later and the general manager of the dealership was informed. I am awaiting the pro-rata refund described in the ****** contract.

  

  Business response

  02/06/2025

  *** has completed a detailed review of our records and have not found any documents regarding a cancelation request from this account holder.
  We have verified that this contract is eligible for cancellation upon request. This contract specifically states that cancellation requests should be provided to TWS in writing. See below for actual contract language.
  Contract states: CANCELLATION
  To initiate the cancellation process, You must provide Us with a written notice of cancellation which must provide the effective date and reason for the cancellation.
  
  We understand that the account holder has stated this written notice has already been sent,but this was never received by ***. *** would be happy to assist the account holder in getting this cancellation request processed.
  A member of our team will reach out directly to the account holder via email and phone to help expedite this process for them.  

  Customer response

  02/06/2025

   
  Complaint: 22890626
  
  I am rejecting this response because:
  Having mailed a letter canceling the ETCH policy in December, 2024, I will give the company the benefit of my doubt that they have no record of receiving it. Consider this communication my cancellation of the contract as provided in the document. The coverage duplicates my insurance policy coverage on my vehicle, except for the deductible. So paying $799 for a net benefit of $201 makes no sense at all. The cancellation is effective today, February 6, 2025.

  Their failure to cancel will result in Small-claims action against them and the dealership from which the vehicle was purchased. I thank the BBB for intervening on my behalf.
  Sincerely,
  
  ******* Will

  

  Business response

  02/11/2025

  *** has contacted the selling dealer where this contract was purchased regarding this cancellation request.
  We were able to expedite getting this contract cancelled on the account holders behalf and have confirmed this cancellation with the selling dealer.
  The refund amount of $688.63 will be issued directly to the account holder from the selling dealer group.  Since the account holder paid the selling dealer directly this transaction will take place between the selling dealer and the account holder.
  The selling dealer has advised us they will be reaching out to the account holder directly to provide confirmation of this cancellation. 
  If you have any further questions about this request, feel free to contact us on our main line at **************.
  Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6PM EST. 

  Customer response

  02/11/2025

   
  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,
  
  ******* Will

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 GMC ****** 1500 SLT from ****** Dodge Chrysler Jeep Ram in ************, **, and as part of the purchase, the dealership included a **************** Powertrain Warranty administered by Total Warranty Services (TWS). This warranty was promoted as a selling point for the vehicle and was represented as covering major powertrain components such as the engine, transmission, and oil system components.Recently, my truck required oil cooler line replacement, which is a powertrain-covered component under GMs Powertrain Warranty and the **************** Powertrain Warranty I was provided.I have submitted complete maintenance records demonstrating that I have followed all manufacturer-recommended powertrain maintenance, including oil changes, fluid exchanges, and transfer case services at the proper intervals. However, TWS is attempting to deny my claim, citing missing air filter and spark plug replacements, even though:Air filters and spark plugs are NOT part of the powertrain system.Neither of these components would be covered under the powertrain warranty.These maintenance items have no connection to the failure of my oil cooler lines.TWS is using this as an excuse to deny a legitimate powertrain warranty claim, despite my vehicle being properly maintained in all ways that impact the powertrain.Resolution Sought:Full approval and coverage of my oil cooler line repair under the warranty.Accountability from both TWS and the dealership for misrepresenting the warranty coverage at the time of sale.Clarification from TWS on how non-powertrain components can be used as a basis for denying a powertrain repair.This complaint is being filed to make others aware that TWS is avoiding legitimate warranty claims by misapplying unrelated maintenance requirements and that dealerships advertising this warranty as part of the purchase may not assist when a claim is disputed.I expect TWS and the dealership to resolve this claim in a fair and reasonable manner.

  

  Business response

  02/03/2025

  A claim was initiated on this vehicle on 01/28/2025 citing a failure to the oil cooler lines.
  
  This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle.  This warranty specifically states under the Terms and Conditions section,to remain valid all scheduled maintenance must be completed as outlined in the manufacturers owners manual.  See below for actual Warranty Language.
  
  Warranty States: TERMS AND CONDITIONS
  
  MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain Warranty valid, you must follow the maintenance procedures listed below.
  
  Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
  You must keep copies of all maintenance and repair orders. Copies must indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed.
  We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty.
  
  This Warranty does not state that these maintenance records must be relevant to the failure at hand.  The maintenance requirements on this Warranty are required to keep this warranty active and valid and spark plug and air filter services are required by this manufacturer at specific intervals.  TWS is required to administer all claims on this Warranty per the clearly outlined Terms and Conditions as they are stated.
  
  During the initial call with the repair facility on 01/28/2025, TWS requested maintenance records to be sent in for review. During our initial review on 01/29/2025 it was found that 4 manufacturersrecommended services were missing.  This claim could not proceed and remained in pending status waiting on further maintenance records for review.  This claim was never denied.
  
  On 01/31/2025 additional maintenance records were provided to TWS and reviewed by our maintenance supervisor.  The maintenance records for this vehicle have now been verified and the claim process is able to continue.  TWS has already contacted the repair facility to continue with the claims process.
  
  Please let us know if you have any further questions regarding this claim or your Warrantys terms and conditions.  You can reach us on our main line at **************.  Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6pm EST. 
  
  
  Kind regards,
  
  
  Total Warranty Services. 

  Customer response

  02/03/2025

   
  Complaint: 22884334
  
  I am rejecting this response because:

  Dear ***** *.,
  Thank you for your update regarding my complaint against Total Warranty Services (TWS). I have reviewed their response and would like to formally dispute their reasoning and anticipated denial of my warranty claim.
  

  Key Issues & Ongoing Concerns:
  TWS Has Not Officially Denied the Claim, But Their Next Steps Indicate an Imminent Denial
  TWS has stated that my claim "remains in pending status waiting on further maintenance records for review."
  However, I have already provided all available maintenance records that document adherence to the manufacturers required powertrain maintenance.
  The additional maintenance records they are requesting do not exist, meaning that TWS is positioning itself to deny the claim based on non-existent records rather than mechanical necessity.
  TWS Is Holding the ******************************************************* cooler lines are a powertrain component and should be reviewed as such.
  TWS continues to demand records for air filter and spark plug replacements, which have no impact on oil cooler line failure.
  Air filters affect the air intake system, not oil circulation or lubrication.
  Spark plugs are part of the ignition system, which does not interact with the oil system.
  TWSs Handling of This Claim Suggests an Intentional Barrier to Honoring Powertrain Coverage
  The warranty contract does not explicitly state that missing non-powertrain maintenance voids powertrain-related repairs.
  TWS has created an unreasonable standard of requiring maintenance that does not relate to the failure at hand.
  The intent of a powertrain warranty is to cover critical engine, transmission, and lubrication failuresnot to serve as a loophole for avoiding claims.
  Expected Denial & Request for BBB Assistance
  Given that TWS is requiring records that do not exist, they will likely move to deny this claim on technicalities rather than mechanical relevance. This is an unfair and deceptive business practice that I request BBB to acknowledge and take into account.
  Since I have exhausted all options to provide additional documentation, I request that BBB keeps this complaint open and assists in:
  Holding TWS accountable for using non-powertrain maintenance to deny a powertrain-related failure.
  Requesting that TWS provide a written explanation, citing a specific contractual clause that allows them to deny this claim based on missing non-powertrain maintenance.
  Ensuring that *** does not attempt to dismiss this case without a fair review.
  Additionally, I would like to formally state that if TWS denies this claim, I will escalate this matter further through the *************************** Office for deceptive warranty practices and potential legal action for failure to honor a contractual obligation.
  

  Please confirm that BBB will keep this complaint open until *** officially provides a final decision. If they attempt to close this matter without resolution, I will continue to pursue additional action.
  Thank you for your assistance, and I look forward to your response.
  Sincerely,
  **** ******
  
  Sincerely,
  
  **** ******

  

  Business response

  02/03/2025

  Tell usIn our previous response, the last paragraph stated that additional maintenance records were received and reviewed by our maintenance supervisor, and we would be able to move forward with the claims process. A *** claims adjuster has contacted the repair facility to continue the claims process already.
  
  TWS is not holding the claim hostage nor anticipating a denial. On the contrary, before receiving this initial complaint, *** had already noted this claim that the maintenance records were acceptable, and we were going to be continuing our standard claims process.
  
  As stated in our previous response, this Limited Lifetime Powertrain Warranty does not specify that only services that are related to a particular failure are required for verification. 
  
  In-fact, the Warranty clearly says your vehicle must receive ALL scheduled maintenance as required by the manufacturers owners manual.
  
  This is a requirement to keep the Warranty valid and is not related in any way to a failure that may have occurred.
  
  This claim has already been authorized and as previously stated, the repair facility has been made aware of this authorization. A TWS claims adjuster will also be reaching out to the customer to review the terms and conditions of this contract and to inform them of this authorization.  
  
  
  Kind regards,
  
  
  Total Warranty Services why here...

  Customer response

  02/03/2025

   
  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,
  
  **** ******

• Initial Complaint

  12/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******* they replaced several head gaskets on my 2019 Jeep, then that didn't work, they had to replaced my motor, then after having the jeep for 10 days the transmission is gone, I dropped it off on 12/05 and they dragged there feet while I am paying for the loaner from the dealer ship, while the first time the jeep was there I paid $995 for the loaner, then the second time the dealer was charging for 59 days $4000 just for the loaner, while this warranty company dragged there feet on getting the motor, to the dealer. then once I finally received my 2019 back on November 22, 2024 and it lasted 10 days until having issues with the transmission, now they are telling me that the transmission is not covered, which is unfair after doing multiple maintenance requirements. as required since I have owned the car.

  

  Business response

  12/30/2024

  This vehicle has had four claims initiated between 09/03/2024 and 12/05/2024.  Below are details of the claim process related to each of these claims.
  
  CLAIM #1. On 09/03/2024, a claim was initiated for this vehicle by the repair facility citing a head gasket failure.  On this initial call maintenance records were requested for review as outlined in this Warranty.  See below for actual contractual language:
  
  Contract states: Maintenance Requirements: Your vehicle must be serviced and receive all of the scheduled maintenance as is recommended by the manufacturers Owners Manual. You must retain copies of all completed repair orders showing the maintenance services performed during the coverage period. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage
  The maintenance records for this vehicle were received, reviewed and verified on 09/04/2024.
  
  During the initial call, our adjuster also requested that photos / video of the vehicle be sent in to demonstrate the reported failure.  The service advisor at the repair facility was provided with our email address to submit the photos / video. The service advisor was instructed to call back to continue the claims process once the photos / video had been sent.
  
  On 09/09/2024 the repair facility called back to submit a video of the failure.  The video was attached to the claim but did not demonstrate a failure. The video only showed smoke coming out of a tail pipe. 
  
  Our adjuster reviewed this with the repair facility, and they were able to provide a new updated video on the same day, 09/09/2024,which demonstrated the failure.  This claim was authorized on the same day in the amount of $3,104.74.  This was 5 business days after the claim was initiated.
  
  CLAIM #2: On 09/20/2024 a repair facility called TWS to initiate a claim citing a failure to the fuse block on this vehicle.  This 3 Year / *******-mile short term Limited Warranty has listed items coverage.  Only items that are specifically listed on this contract have eligibility.  The fuse block is not a listed item for coverage on this Warranty and this claim was correctly denied.
  
  CLAIM #3: On 09/26/2024 a claim was initiated for this vehicle citing a second internal engine failure.  This was 1051 miles and 22 days after the first engine repair that was completed.  The repair facility was now requesting that the entire engine be replaced. 
  
  Since this was a second major engine failure in a short period of time, this vehicle was set up to be inspected by an independent inspection company.  This inspection was completed on 09/27/2024 (Friday)in the afternoon.  The inspection report showed signs that the previous repair may have been incorrectly completed and there were also signs that the previous repair could have led to this new failure.  Further tear down was requested to ensure that this failure was not due to a lack of workmanship.
  
  The repair facility provided TWS with further information on 10/02/2024 after the engine tear down was completed. This claim was reviewed by a supervisor and authorized on the same day 10/02/2024 in the amount of $10,016.51.  This was 4 business days after the claim was initiated.
  
  CLAIM 4: This claim was initiated on 12/19/2024 by the same repair facility that had initiated the previous three claims mentioned above.  The reported failure was to the transmission, and this was 71 days and ***** miles since the previous repair to the engine. 
  
  The repair facility was now reporting that the transmission pan had been cracked and all the fluid had been lost from the transmission. The repair facility provided TWS photos showing that the pan had cracked,and the leaking fluid was covering the entire underside of the vehicle. For due diligence TWS set this vehicle up to be inspected on 12/19/2023 (Thursday). This inspection was completed on 12/23/2024, the following Monday.
  
  The inspection report clearly shows damage to this pan that caused this crack.  It showed the plastic pan to have an outline where something contacted the pan causing the crack.  This type of damage is not eligible for coverage on this Warranty. 
  
  This Warranty defines an eligible Breakdown as: Breakdownmeans the failure of any original or like replacement part covered by this Limited Warranty to perform its intended function(s) in normal service 
  
  The damage to this transmission pan is not a mechanical failure during its normal intended function and is not eligible for coverage.  After supervisor review, this claim was correctly denied on 12/26/2024.  This was 5 business days after the claim was initiated.
  
  This 3 year / ******* Miles Short Term Warranty does not provide rental car coverage.
  
  TWS has reviewed all the above-mentioned claims for the excessive claim delay that has been reported in this complaint.  As shown in the details listed above, there was no excessive claim delay or dragging of feet related to any of these claims.  These claims were all handled in an expedited manner and the information requested by *** during each one of these claims was necessary to properly adjudicate these claims. 
  
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer response

  12/30/2024

   
  Complaint: 22731920
  
  I am rejecting this response because: you completely failed to complete and not shown proof it was my fault that the transmisin pan was cracked which was not the case  i only had the car several days after the motor was replaced  

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

  Customer response

  12/31/2024

  The car was brought to the auto fair ***** on 12/5 and then never heard a response until 12/19 that they were sending there adjuster. so yes they dragged there feet to get anything completed in a timely manner. 

  

  Business response

  01/07/2025

  The repair facility contacted TWS on 12/10/2024, 5 days after this vehicle was reportedly dropped off at their facility.  They did not have any information regarding what caused the failure of the transmission during this call.
  
  During this call TWS was told this vehicle may be relocated to another facility.  They were not sure if they could perform the repairs on this vehicle as they were a ***** franchise and the vehicle in question is a Jeep.  TWS relies on the repair facility to provide information regarding the cause of failure when starting a claim, and during this call the repair facility did not have sufficient information to begin the claims review process.
  
  As outlined in our previous response, TWS was contacted by the repair facility on 12/19/2024 and information regarding the nature of this failure was first provided.  TWS was informed during this call that the oil pan on the transmission was found to be cracked and all the transmission fluid had leaked out of the transmission. 
  
  For due diligence, this vehicle was set up for inspection during this call with the repair facility on 12/19/2024 and the repair facility was informed of this inspection on the same call. 
  
  Although this vehicle may have been dropped off at the repair facility by the account holder on 12/05/2024, TWS was not provided with sufficient information to begin the claims process until 12/19/2024 at approximately 09:24 am. 
  
  TWS immediately took action to continue the claims process once information was provided regarding this failure.  After a thorough review of this claims process, no excessive delay was found to have been created by TWS.  We hope this answers any questions you may have regarding this claim. 
  
  
  Kind Regards,
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been over three weeks since I formally requested documentation from Total Warranty Services GAP regarding the calculation of my payout amount. To date, I have received no communicationneither a phone call nor an emailaddressing my request.Additionally, the company has failed to make the payment to my lienholder, despite determining the payout amount over three weeks ago. This delay has forced me to continue making payments that will not be applied toward the final owed balance, creating unnecessary financial strain.The practices of Total Warranty Services GAP are not only unprofessional but also appear predatory and abusive. The companys lack of transparency, refusal to provide the requested documentation, and failure to fulfill its financial obligations demonstrate corporate greed and an apparent strategy to exploit customers.I urge the ******************** to investigate this matter and hold Total Warranty Services GAP accountable for its unethical and harmful practices.

  

  Business response

  12/20/2024

  Unfortunately,we are unable to pinpoint the customer's contract with the information provided. The *** Benefit amounts are calculated in accordance with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.  We will be happy to look into it further,please provide your *** claim number or the last 8 of the vin#.  Please feel free to contact our call center for further assistance at **************. 
  
  Thank you

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased ************* when purchasing our vehicle. It turned out to be this company. We purchased our vehicle with no negative equity, and cash down. My wife totaled the vehicle in September 2024, all payments caught up , nothing due to the lender and no payments were put on the back end of the ************** paid out leaving approximately ~****** in loan left. *************, which was sold to us by this company and the dealer was to cover the money left over on the loan of the vehicle. We paid almost $2,000 for this coverage. After a claim was filed with them, they paid out $1,900 to our lender saying we owed more than 15% more than what the vehicle was worth at the time of purchase, which is completely inaccurate.We have tried to speak with them I have been hung up on, and sent information on what they are valuing the vehicle at. They are using a "new" value of the vehicle to determine what they were pay while the insurance is using actual cash value. Which obviously the insurance isnt going to pay out on a "new vehicle" when it is no longer new. So the amount covered by this GAP coverage is completely useless and a scam at best. Still trying to get ahold of them to fight the coverages but this has been difficult and the customer service is extremely terrible.

  

  Business response

  12/17/2024

  Mr. ******************************** (TWS) has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.  *** contracts are agreements made directly between you and the dealer at the time of purchase, as stated in your contract.
  Our role at *** is to process claims based on the agreed terms and conditions outlined in your *** Contract Addendum. We ensure that all claims are reviewed accurately and in accordance with those terms.
  As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.
  The outstanding balance as of the date of loss is in part contributed to the difference in value between your primary insurance carrier and the actual cash value of your vehicle (****). As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ****.  In doing so,per the *** addendum, the greater value is used.  Please refer to Payable Loss under the Definitions section of the *** Contract Addendum which states:The difference between the Net Payoff on the Date of Loss and the greater of:(1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. 
  Your primary insurance carrier valued your vehicle at $20,572.00.  The settlement amount was $20,976.97 after $1,000.00 deductible. **** valued your vehicle at $26,700.00.  **** was the greater amount therefore, the *** calculation used ****s value of $26,700.00.
  As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions. 
  The *** Contract Addendum also states, In the event of a Total Loss to the Covered Vehicle, We agree to Waive the Payable Loss, subject to the terms and conditions herein. The Payable Loss will not exceed $50,000.The amount Waived will not include any amount financed in excess of 120% of the **** for new vehicles or 120% of the **** average retail value for used vehicles on the Date of Contract.
  The **** of your vehicle as of the date of purchase was $30,340.00. To calculate the amount in excess of the 120% ****, this number is multiplied by 120%.  This results in a maximum allowable financed amount of $36,408.00.  The amount financed based on your retail installment contract was $43,199.50, which results in a difference of $6,791.50. Based on the terms of the contract, we further amortize this amount to take into consideration payments made to date. After doing so, we are left with a difference of $4,237.73 which is not eligible for coverage under the terms of the contract. Please note that we did cover a portion of the excess amount financed. 
  The *** contract does not offer coverage for monies owed due to deferred, late, and/or skipped payments, and associated interest charges and fees. If all payments had been made in accordance with the original payment schedule, the amount owed to the lender would be significantly lower.
  The Net Payoff (see definition below) is calculated based that all payments are made on time to the lender as represented in the original payment schedule. Thus, according to the payment history received from the lien holder, there was at least 1 deferred payment and 20 late payments. These items would not be covered by *** as those amounts should have been paid by the customer per the terms of the loan, and had they been made in a timely fashion,that portion of the balance would not exist.
  Net Payoff The unpaid balance, as of the Date of Loss,as represented by Your original payment schedule of the Contract, subject to the terms and conditions stated in this *** Addendum. The unpaid balance does not include any unearned finance charges; Contract charges; late charges; any delinquent payments; deferred payments; uncollected service charges; refundable prepaid taxes and fees; disposition fees; termination fees; penalty fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage, pre-paid maintenance, or service contracts) that are owed by You on the Date of Loss;and amounts that are added to the unpaid balance after the Date of Contract.
  Explanation of Payment:
  Net Payoff at time of Loss $ 34,135.10
  Less **** at time of Loss $(-) 26,700.00
  ************ Contract Refund (Dealer Refund) $(-) 1,277.59
  Less Amount in Excess of 120% ****/**** Limit $(-) 4,237.73
  *** Payment $1,919.78
  
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sold warranties that I did not want and requested their cancellations and a refund issued and that was over 2 months ago.

  

  Business response

  12/17/2024

  This account holder currently has three contracts with ***.
  
  The first contract is a 20 year / 200K mile engine warranty that was provided to the account holder at no cost during the purchase of this vehicle. 
  
  The second is a vehicle maintenance contract that provides coverage for synthetic oil services as well as other routine maintenances at set intervals.
  
  The third is a ***************************************** Contract) that covers eligible mechanical breakdowns. 
  
  A cancellation request was initiated with TWS by the account holder for the Maintenance contract and Platinum-Powertrain Wrap contract on 10/08/2024. 
  
  TWS reached out to the Selling Dealer where Mr. **** purchased these contracts to begin the cancellation / refund process. These contracts are not purchased directly from Total Warranty Services as all our contracts are sold through a network of selling dealerships.
  
  The account holder directly pays the selling dealer for these contracts, not TWS, therefore, refunds are provided directly from that selling dealer to the account holder. 
  
  As a customer service gesture, *** has reached out to the selling dealer involved to assist with facilitating the contract cancellation /refund request.
  
  On 12/16/2024 a representative with that selling dealer informed *** that the contract cancellations have been processed and the refund check will be mailed to the account holder as soon as tomorrow 12/17/2024.
  
  We were informed that this is being expedited and will be sent via overnight delivery service.
  
  If the account holder has any further questions regarding this refund TWS would ask the account holder to reach out to us through our main line at **************.  Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6PM EST.
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer response

  01/03/2025

   
  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,
  
  ***** ****

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Total Warranty Services regarding their handling of my ******************************************* claim. I believe the company's practices are misleading, deceptive, and potentially fraudulent.Upon purchasing ************** I was led to understand that this coverage would bridge the gap between my vehicles loan balance and its actual cash value in the event of a total loss. However, I recently discovered that the insurance covered only 7.2% of the outstanding debt on my vehicle, a figure that was never disclosed during the purchase ********** concerns are as follows:Misrepresentation of Coverage: When I purchased ************** I was not informed that it would cover only a small fraction of the loan balance. The lack of transparency constitutes a clear misrepresentation of the products scope and benefits.Unacceptable Response to Inquiry: When I requested a detailed explanation and breakdown of the payout calculation, Total Warranty Services provided only a generic Frequently Asked Questions document. This response is inadequate and demonstrates a lack of accountability.Deceptive Practices: Selling a product with such limited coverage under the guise of comprehensive protection misleads consumers into believing they are purchasing a safety net that does not, in practice, exist.Resolution Sought:I am requesting:A corrected payout calculation based on a clear, itemized breakdown of how the payout was determined.A full refund of the ************* premium, as the product was sold under misleading terms.Assurance that corrective measures will be implemented to ensure transparency with future customers.

  

  Business response

  12/02/2024

  Ms.*******,
  
  Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***)Contract Addendum.  As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.
  The definition of "Waivable Loss" as stated in your contract refers to the difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier Settlement, or (2) The Actual Cash Value of the covered vehicle. Actual Cash Value is defined as "the retail value of the covered vehicle, on the date of loss, as listed in the National Automobile Dealers Association
  (NADA) Official Used Car Guide adjusted for mileage and optional equipment." 
  
  Your primary insurance carrier valued your vehicle at $30,721.45.  The settlement amount was $29,721.45 + $1,000.00 insurance deductible (*** would not cover). NADA valued your vehicle at $33,850.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $33,850.00.
  
  As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions. 
  
  The remaining balance also contains amounts due to skipped and late payments.  The Net Payoff (see definition below) is calculated based on all payments being made on time as represented in the original payment schedule. According to the payment history received from the lender, there were at least 2 skipped payments and 6 late payments on your loan. These items would not be covered by *** as these amounts should have been paid per the terms of the loan, and had they been made in a timely fashion,that portion of the balance would not exist.
  
  Net Payoff The unpaid balance, as of the Date of Loss, as represented by Your original payment schedule of the Contract,subject to the terms and conditions stated in this *** Addendum. The unpaid balance does not include any unearned finance charges; Contract charges; late charges; any delinquent payments; deferred payments; uncollected service charges; refundable prepaid taxes and fees; disposition fees; termination fees;penalty fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage,pre-paid maintenance, or service contracts) that are owed by You on the Date of Loss; and amounts that are added to the unpaid balance after the Date of Contract.
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 38,769.51
  Less NADA at time of Loss $(-) 33,850.00
  ************ Contract Refund (Dealer Refund) $(-) 1,766.42
  *** Payment $3,153.09
  
  
  We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at **************.

  Customer response

  12/02/2024

   
  Complaint: 22613358
  
  I am rejecting this response because: When we purchased ************* through the ****** dealership, we were explicitly informed that this insurance would cover the difference between the vehicle's value as determined by our primary insurance (full coverage) and the total loan balance.
  I requested a detailed explanation of how the payout figure was determined, but the representative provided only a screenshot of a ****** Sienna with six different price points. It appears they arbitrarily selected one value and used it to calculate the payout. Such an explanation lacks transparency and does not meet the legal standard of proper documentation.
  While I acknowledge my responsibility for the deductible under my primary insurance, ************* is contractually obligated to cover the remaining balance, as explicitly stated in the terms presented to us during the sale. Your failure to adhere to these terms constitutes a breach of contract.
  Additionally, I must address the behavior of your customer service representative, *******. Her dismissive attitude and unprofessional demeanor, treating our valid concerns as if we were asking for favors, are unacceptable. I requested proper documentation outlining the calculation methodology for this figure, and I am still waiting for a response. A screenshot does not meet the requirements of a legally valid document and cannot be considered sufficient proof.
  The practices of your organization are not only deceptive but may also violate consumer protection laws. I demand that you provide a legally compliant and detailed explanation of how the payout figure was calculated, along with a breakdown of all relevant amounts. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  12/10/2024

  Ms. ****************** have provided the information you have requested multiple times.  Your GAP claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (GAP)Contract Addendum. 
  At this time, we respectfully stand by our decision.       
  We will be happy to answer any additional questions regarding your claim.  Please feel free to contact our call center for further assistance at **************.

  Customer response

  12/10/2024

   
  Complaint: 22613358
  
  I am rejecting this response because: Of course, you stand by your response and your organized operation designed to exploit families in vulnerable situations. Your greed and lack of empathy are boundless, preying on those who are already struggling. I will not stand idly by while such unethical and fraudulent practices persist. I am committed to exposing the truth and ensuring others are aware of the deceptive tactics employed. This fight is about holding you accountable and protecting others from being taken advantage of in their most difficult moments.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received this limited lifetime warranty with the purchase of a new 2018 ram 2500 from secret City dodge in *******************. At ****** miles the transmission went out so turned it in to warranty company. They wanted service records so I sent them my receipt of oil change air filter change and transmission oil change. They denied the claim because I couldn't get two receipts for oil change. They were done at quick lube in ***************** and they could not pull receipts from that far back

  

  Business response

  11/22/2024

  A claim was initiated for this vehicle on 11/14/2024 citing a failure to the transmission assembly.  During this initial call TWS requested this vehicles maintenance history documents be sent in for review.
  
  This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle. This Warranty clearly states in the first section labled TERMS AND CONDITIONS that all manufacturer recommended maintenance must be completed as outlined in the owners manual. 
  
  This Warranty also states that the customer is responsible for keeping copies of all maintenance repair orders and providing them to TWS upon request. See below for actual Warranty language:
  
  Contract States: MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain Warranty valid, you must follow the maintenance procedures listed below.
  
  Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
  You must keep copies of all maintenance and repair orders. Copies must indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed
  We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty.
  
  During review of the submitted maintenance records, it was found that this vehicle had 4 missing maintenance records, and the first recorded maintenance was completed at ****** miles.
  
  Engine lube, oil and filter services are required every 12 months or ***** miles.  2 LOF services were missing between 10 and ****** miles.
  
  1 *********** was missing / performed late between miles ****** and ****** (Due every 12 months or ***** miles)
  
  1 missing air filter replacement at ****** miles.(due every ****** miles)
  
  TWS is responsible for administering these Warrantys according to their terms and conditions.  At this time, the requirements of this Warranty have not been met and this claim process cannot proceed.
  
  If the account holder can provide further documents to account for these missing services, TWS would be happy to review this claim further for eligibility.
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  G0719901 In addition to filing a complaint, I will pursue legal representation. The gap insurance I purchased from Total Warranty Services was not paid as agreed upon. Both the dealership and the company did not inform me that if you have an accident and it is a total loss, they will not pay the remainder balance to the bank after the insurance company pays off their end. Moreover, I demand a full explanation and the entire gap insurance payment based on what I owe today. I was misled by your company when I signed gap insurance after they never explained that it was a total misrepresentation of their policy. Your company acted in bad faith by not explaining this to me. Currently, my credit has been damaged and my credit has been ruined by the bank because my gap insurance money has not been paid. This is extremely unfair, and anyone who has been misled by the dealership or company should file a complaint.

  

  Business response

  11/22/2024

  Ms. ************************************* has been accredited with BBB since 2018 and has an A+ rating.  We have reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.  As per the terms of your contract,the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.
  
  The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle (NADA). As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by NADA.  In doing so,per the *** addendum, the greater value is used.  Please refer to Payable Loss under the Definitions section of the *** Contract Addendum which states:
  
  The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. 
  
  Your primary insurance carrier valued your vehicle at $23,947.12.  The settlement amount was $23,154.12 (after $500.00 insurance deductible and $293.30 prior damage deduction). NADA valued your vehicle at $27,775.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $27,775.00.
  
  As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions. 
  
  When that *** claim was started, we recommended you reach out to your lender, as the *** contract covers you from date of purchase to date of loss.  The *** contract does not offer coverage for monies owed due to deferred, late, and/or skipped payments, or associated interest charges and fees. Those are fee amounts the lender may allow but are not covered by the *** contract.
  
  At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** benefit was determined.       
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.
  

  

  Business response

  01/08/2025

  Ms. ************************************* is not an insurance company and does not offer insurance policies.  The Guaranteed Asset Protection (***) Contract Addendum is an addendum to the loan contract.  We have reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the *** Contract Addendum.  As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.
  As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions. 
  
  Your primary insurance carrier valued your vehicle at $23,947.12.  The settlement amount was $23,154.12 (after $500.00 insurance deductible and $293.30 prior damage deduction). NADA valued your vehicle at $27,775.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $27,775.00.
  
  At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** benefit was determined.      
  
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.
  
  
  

  Customer response

  01/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  ****** J ****** Responses
  12/30/2025 and 1/10/2025
  
  The fact is that Total Warranty Services represented themselves as an insurance company that will be responsible for the ************* and remainder loss if in the event of an accident is why I bought this policy. I bought what you sold to me. I was misled. Again, you havent done what you stated in the contract when you sold it to me. You are admitting in this response that you sold it to me too as a coverage for the remainder of the losses, you are responsible for the remainder of this policy gap. Total Warranty Services should have paid the gap amount of $7,357.53 to Vystar ************. This misleading representation has left you financially vulnerable, as you are responsible for the gap that was supposed to be covered. It undermines the trust in the company and could lead to legal action if not resolved.
  Previous response not seeing on the BBB file is below please update responses.
  On Mon, Dec 30, 2024 at 12:27?PM ****** Malave ******** <********************************> wrote:
  Good Morning,
  Today is the first day i feel better that i can answer below. Thank you for being so understanding and patient during this time. Your support means a lot to me, and I truly appreciate it. Wishing you a joyful and prosperous New Year!
  Response Below:
  In the event that my insurance pays but there is a balance left over, I was never aware that I had purchased a gap policy that would not pay the remainder of my vehicle's value. When I initially signed the paperwork, I was promised that ************* would cover the remainder of the vehicle value in case of an accident, and whatever the insurance didn't pay I would be covered 100 percent. It is misleading and not in the customer's best interest to engage in business if the outcome would be for me to have a huge bill and be underwater when is not even my fault in the first place. This company does not explain fully the terms of their insurance policies and it created an adverse outcome.
  In your definition of Net Payoff, you leave out In the event the original amount financed/capitalized cost, on the Date of Contract,was in excess of 120% of the **** for new vehicles or 120% of the **** average retail value for used vehicles So in your definition of Net Payoff and how it is calculated, you leave out a condition precedent of what is required to get value of the unpaid balance. Without that condition precedent, the value is simple the unpaid balance as of the date of loss. I have not seen anything that would trigger that definition you have given. Therefore, I believe that it is the responsibility of Total Warranty Services (TWS) to satisfy the full balance remaining on the lien of $7,357.53. 
  The entire purpose of ************* is the cover people for the gap in what is owed on their vehicle and how much their vehicles ACV depreciated since purchase. *** represents to sell this insurance for this exact situation that I find myself in. I was the victim of the negligent act of a third party and needed *** to step up and honor the contract. Instead, it appears the TWS sold ME something different than what was represented attempting to flout your responsibility under the contract. This is extremely concerning. I will seek counsel immediately if this issue is not resolved asap. *** is failing to honor what they represented the contract to me. This begs the questions as to how many other people *** has evaded their contractual obligations through a misleading contract.
  This situation left me as a customer feeling frustrated and deceived as I trusted the assurance given when purchasing the policy. The unexpected financial burden also left me with stress and anxiety,especially when I believed they were protected in the event of an accident.Such experiences can erode trust in the company and its offerings. This is causing a significant financial strain in my life, as a customer I find myself responsible for paying off a substantial loan balance out of pocket that I do not have. Such unexpected expenses disrupt my personal budget, affect my credit score, and this is creating undue stress in my life. All I ask is that *** honor the contract. Each day *** does not honor their contract, I am incurring late fees, and my credit score is suffering, causing great harm to me not only financially but mentally as well. 
  
  ****** J ******
  ************
  
  BBB Case#********
  
  
  
  Sincerely,
  
  Zee ******

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