ComplaintsforTotal Warranty Services

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against TWS ************* and Paulding Chrysler Dodge Jeep Ram located in ******, **. I believe I have been misled and unfairly treated regarding the *** insurance policy I purchased when financing a used 2018 *** from Paulding Chrysler Dodge Jeep Ram in April 2023.On April 2023, I financed a 2018 *** for $48,000 from Paulding Chrysler Dodge Jeep Ram. The Finance Manager strongly recommended that I purchase *** insurance through TWS *************, explaining that in the event of a total loss, the *** insurance would cover the remaining balance of my car loan after my primary insurance paid out the actual value of the vehicle. During the paperwork signing process, I was not provided with a booklet or any detailed information to review the fine print of the *** insurance policy. I was simply presented with the loan documents showing the dollar amount spent on the vehicle purchase, which I signed based on the Finance Manager's assurances. In June 2023, I was involved in an accident on I-75 where another motorist hit me, resulting in my vehicle being totaled. My primary insurance company paid the actual cash value of the car to Ally, the loan company. I was under the impression, based on the information provided at the time of purchase, that the *** insurance would cover the remaining balance of the car loan.TWS informed me that their policy only covers a percentage of the vehicle's value and not the remaining balance of the loan. As a result, I now have an outstanding balance of $10,083 with ****, despite owning the car for only two months.I was misled by the Finance Manager at Paulding Chrysler Dodge Jeep Ram and TWS regarding the coverage details of the *** insurance policy. This situation has caused significant financial strain and stress, as I am left with a substantial debt for a vehicle I no longer possess.I need help in getting this resolved.Sincerely,

  

  Business response

  06/07/2024

  Explanation of Processing:
  Net Payoff at time of Loss $48,892.49
  Less Primary Carrier Settlement $(-) 30,619.57
  Less Primary Carrier Deductible $(-) 1,000.00
  Less Service Contract Refund (Dealer Refund) $(-) 3,331.33
  Less Maintenance Contract Refund (Dealer Refund) $(-) 838.64
  Excess Financed - Excess of 120% ****/**** Limit $(-) 6,226.03
  *** Benefit Calculation $6,876.92
  
  
  
  The *** Benefit amount for your *** claim was calculated in accordance with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. The reason for your balance is primarily due to the amount financed in excess of 120% of the **** of your vehicle due to the negative equity carried over from your trade-in.?  
  
  As it relates to the deduction labeled, Less Amount in Excess of 120% ****/**** limit, the *** Contract Addendum 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. 
  
  In your case, the **** of your vehicle on the date of contract was $31,825.00. To calculate the amount in excess of the 120% ****,this number is multiplied by 120%.? This results in a maximum allowable amount financed of $38,190.00.? The amount financed based on your retail installment contract was $48,584.00.  This resulted in a difference of $10394.00.Based on the terms of the contract, we further amortize this amount to take into consideration payments made to date and refunds,totalling $4,169.97. After doing so, we are left with a difference of $6,226.03 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.?  
  
  In researching the reason for the increased amount financed, we found that you traded in a 2020 Jeep Cherokee of which $5,734.43 was added to your current retail installment contract which resulted in the amount financed exceeding the 120% limitation. ?  
  
  In addition, as part of the calculation of the *** amount, we deducted the service contract refund of $3,331.33 and the maintenance refund of $838.64. This amount was credited to your loan by the dealership. 
  
  Finally,the remaining balance also includes your primary insurance companys deductible of $1,000.00, which is the customers responsibility. A check in the amount of $6,876.92 was processed and mailed to Ally Financial.
  
  
  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 **************. 
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  hello, I had tried getting the police report but your company REFUSES to help. The county even said you can email them so they can email it directly to the *** INSURANCE and will not email it to me. I am tired of dealing with laziness. I want my car paid off.

  

  Business response

  05/24/2024

  Thank you for reaching out to Total Warranty Services regarding your *** claim. We understand your frustration and appreciate the opportunity to clarify the situation. Initially, we would like to state that *** is not an insurance company. As such, we do not have the authority to request police reports on behalf of our customers. The Police report was just received 5/24/24, the *** claim has been sent for processing we will notify once completed.
  
   We are committed to assisting our customers as much as possible. On May 7th, we contacted your insurance company to request a copy of the police report and to verify if they had one on file. Unfortunately,on May 8th, they informed us that they did not have a copy of the report. When a *** claim is opened, we do mention it is the customer's responsibility to provide us with the necessary documents, including the police report. This document is essential for us to process your claim effectively. 
  
  We understand that the county has indicated that we can request this under the assumption that we are an insurance company, but we are not one, however, the best way to get a copy of your report will be for you to reach out to the police department that came out to the scene and they will either send you a copy of your report or direct you on how to obtain it. 
  
  We apologize for any trouble this may have caused and appreciate your cooperation in resolving this matter. 
  
  Please feel free to reach out if you have any further questions or need additional assistance. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle warranty alongside the vehicle. Recently, encountered issues documented with videos/photos at a reputable mechanic. However, the warranty is denying parts of the claim that were discussed with both the dealership's Finance and the warranty customer service team before purchasing the vehicle/warranty. Specifically, the concern revolves around a *** (Positive Crankcase Ventilation) valve, crucial for engine operation and emissions control. This falls under two categories in the warranty contract: "Engine Coverage" and "Supercharger." This is a known issue with these vehicles as they approach higher mileage, so my pre-purchase research was warranted to validate that this was covered."Engine Coverage" includes all internally lubricated engine parts essential for proper function and emissions control, like pistons, crankshaft, and valves. The *** valve, critical for engine operation, would be in this category."Supercharger" The *** system, integral to modern supercharged engines, controls crankcase pressure and gas flow between the crankcase and intake manifold. This prevents pressure issues, leaks, and engine performance issues in compressed-air engines.The *** valve is crucial for maintaining the air-fuel balance and preventing harmful emissions, typical of engine coverage in a powertrain warranty. Additionally, in supercharged engines, the *** system manages crankcase pressure, vital for engine performance and longevity. Awaiting an itemized list from my TWS detailing parts not covered. Expecting further issues to be addressed, as I only have information that the *** was denied at this time, however, there will be several more issues to address once I receive an itemized list as requested.

  

  Business response

  05/07/2024

  A claim was initiated for this vehicle on 04/23/2024 citing failures to the *** Valve, Engine/Transmission mounts, Water Pump, and multiple suspension components.
  
  This Gold level vehicle service contract has coverage for items that are specifically listed in the contract language.  The *** Valve / System is not a listed part and was not eligible for coverage on this claim.  
  
  An independent inspector was assigned to verify the failures that were being reported.
  
  The inspection was able to verify the engine / transmission mounts, control arm bushings, front struts, and engine water pump failures. 
  
  These repairs were all eligible for coverage and TWS provided authorization to the repair facility in the amount of $6325.56 to complete these repairs. 
  
  On 05/02/2024 a claim supervisor reached out to the account holder to discuss these claim details and this review. The account holder was receptive and understanding of our findings during this call.
  
  We appreciate this account holder being a loyal TWS customer and look forward to providing them assistance in the future should the need arise. 
  
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lifetime vehicle warranty Not going to happen with this company NoMatter how many records you summit.

  

  Business response

  04/26/2024

  A claim was initiated for this vehicle on 04/01/2024 citing an internal transmission failure. 
  
  The **************** Powertrain Warranty on this vehicle was provided at no cost to ******************** during the purchase of this vehicle.
  
  This Warranty specifically states that all manufacturer recommended services must be completed for this warranty to remain active.  See below for actual warranty language:
  
  Warranty 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
  
  This is stated in the first section of this contract in the same size writing as the rest of the contract, not in fine print.
  
  During the initial call on 04/01/2024 TWS requested maintenance records to be sent in for review. 
  
  TWS has received multiple maintenance record submissions from ********************.  The latest maintenance evaluation was completed on 04/12/204 and shows a total of 8 missing manufacturer recommended services. 
  
  4 LOF services, 3 Air filter replacements, and 1 coolant flush have not been verified as completed. 
  
  At this time, this claim has not been denied and is still in pending status waiting on further maintenance record submission from ********************.  If ******************** can find additional maintenance records,TWS would be happy to review them and this claim further. 
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer response

  04/26/2024

   
  Complaint: 21625198
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I have a washable K and then filter, which is acceptable to the dealer.

  

  Business response

  05/02/2024

  The washable K&N filter, (referred to as K and then in complaint) does not meet manufacturer specifications and is not able to be counted towards the service history as outlined in this contract. 
  As previously noted, this **************** Powertrain Warranty specifically states under the ***** AND CONDITIONS section:
  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.
  
  TWS has performed a thorough re-evaluation of the maintenance records you have provided us for due diligence. At this time, too many services have been missed for this claim to proceed. 
  This includes multiple lube, oil and filter services that were missed as well, not just the air filter that was discussed above.
  If you can find further maintenance records, we would be happy to review them and re-evaluate this claim status. 
  
  Kind regards,
  
  Total Warranty Services

  Customer response

  05/03/2024

   
  Complaint: 21625198
  I've already thanked your maintenance department. and I will tell everyone how great your service is.
  I am rejecting this response because:
  
  Sincerely,
  
  **********************;

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint towards Total Warranty Services is I have a lifetime warranty and completed all necessary maintenance services as my contract. Now that I have a transmission issue this company is giving me the runaround. On top of things ************** in ******** lost a years worth of documentation regarding my services as well. However, my Carfax report shows that the maintenance matched the miles they said are missing. This company needs to be investigated as soon as possible. They are scamming folks.

  

  Business response

  03/15/2024

  A claim was initiated on this vehicle on 03/07/2024 for a reported failure of the transmission.
  
  This **************** Powertrain Warranty was provided to ******************** at no cost during the purchase of this vehicle.
  
  This contract clearly states under the terms and conditions section, that to remain valid, all manufacturer recommended maintenance services must be performed on time.  The account holder must keep copies of these service records so they can be furnished upon request for review.  This is in the same size print as the rest of the contract in the first section.  See below for actual contract verbiage:
  
  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.
  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 maintenance records that were submitted by ********************, it was found that 11 total services were missing.  This included 8 oil changes, 1 Air filter replacement, 1 **************** and 1 Spark plug replacement.
  
  During this review process Total Warranty Services attempted to assist ******************** in obtaining additional records. TWS contacted the service centers where she stated maintenance was performed, but the repair facilities were not able to verify any additional services had been completed.
  
  ******************** has been notified that this claim will not be able to proceed until further maintenance documents can be provided for review.  This claim has not been denied and is pending receipt of additional maintenance records. 
  
  
  Kind regards
  
  
  Total Warranty Services

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "Platinum" Warranty in May 2017 when I bought my new Prius from *******************. My car only has ****** miles on it and is routinely serviced there and all my records are in order. Starting December 2022, I noticed a squeaking noise and had my car inspected but it wasn't possible to locate the source. Over time, it became more frequent and louder, so I returned in April 2023, then in June, and still no luck finding the source of the noise. So, January ****, during my scheduled service, I asked the service technician to search for the squeak source again. He rode in my car with me for about 20 minutes and no squeak happened until we drove back to the dealership and then it presented loud and clear! It was coming from the steering mechanism.So, ****** filed a claim for my Warranty coverage but TWS would only cover a portion of the steering components that needed replacement! There was an intermediate shaft and universal joint that was replaced and was covered, but TWS refused to cover the remaining electric power steering column sub-assembly, damper and steering motor....all part of the same steering assemblies. They kept demanding a recording of the squeak, proof of details, and on and on and ignored all of the professional input by the highly qualified technician, as well as the Service Manager who told them that this was needed to complete the repair. I personally called and spoke with a TWS Supervisor and was given a further runaround. Neither the ****************** nor I can understand why TWS will not cover the remaining parts for my steering. Judging from the 6 pages of other complaints consumers have with this company, maybe a "Class Action Suit" is in order! I thank BBB for allowing me to file this complaint and I will also be alerting "Consumer Reports" as to this Company's practices!

  

  Business response

  02/06/2024

  A previous claim was started on 01/18/2024 for a reported customer complaint of a chirping noise while turning.  The repair facility requested to replace the steering intermediate shaft and reported that one of the universal joints had failed causing this noise to occur. 
  TWS reviewed and authorized this claim on the same day in the amount of $572.19
  Two days later the repair facility contacted us and advised us that the initial repair did not fix the vehicle and the noise was now worse than it was before.  The repair facility requested to replace the entire steering column and the power assist motor in addition to the first failed repair attempt.  This new claim had a total cost of $2963.07
  The vehicle was set up to be inspected since this was the second repair attempt for the same reported failure. During inspection there was no demonstration of any failure or noise.  The vehicle worked as designed and the additional repairs could not be verified. 
  TWS reached out to the repair facility directly, and we have reviewed what can be done to verify this new failure.  We were told at this time there was no way to show this failure. 
  TWS has also contacted ****************** to review our process and why it was important for this failure to be verified prior to this claim being authorized.  After our discussion, ****************** understood that since this was a second repair attempt for the same issue this failure would need to be verified to ensure the vehicle is properly repaired and this issue does not happen again. 
  ****************** was satisfied with our services after our conversation and has agreed to remove this complaint.  We will be working directly with ****************** and the repair facility to get her vehicle repaired properly so this failure can be resolved.  We thank ****************** for being a loyal TWS customer and look forward to working with her on future claims if the need arises.
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car to shop to get a rear main seal fixed was told warranty would cover in which it didn't

  

  Business response

  01/26/2024

  A claim was initiated for this vehicle on 01/15/2024.  The repair facility reported that this failure was caused by freezing weather conditions which led to a pressure valve failure.  There is a technical service bulletin from the manufacturer outlining this weather-related failure specifically.
  The Lifetime Powertrain Warranty on ************** vehicle was given to him free of charge during the purchase of this vehicle. This contract states that environmental conditions such as freezing are not eligible for coverage.  This is outlined in section: NOT COVERED UNDER WARRANTY; water contamination, lightning, and other environmental conditions.
  Due to this failure being directly related to environmental / weather conditions, it was not eligible for coverage on this Lifetime Powertrain Contract.
  This claim was denied on 01/15/2024 and the repair facility was notified.  On 01/16/2024 we discussed this with ************** and informed him of the reasons for denial.  On 01/17/2024 we spoke to ************** again and gave a detailed explanation of the reason for denial.
  On 01/18/2024 a new repair facility called in to verify coverage on this failure and was advised of the denial. This new repair facility had not completed a diagnostic yet and said they would call back with their findings. 
  On 01/19/2024 this new repair facility called back and confirmed that the frozen valve was the cause of this failure, and the claim remained denied. 
  If ************** has any further questions about this claim, we would be happy to discuss this further with him.  We look forward to assisting ************** on future eligible claims if the need arises.
  
  Kind Regards,
  
  Total Warranty Services. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had warranty on my vehicle. Had all services done at dealership and records/receipts of work at dealership, yet my claim for transmission was denied.

  Customer response

  01/05/2024

  I wish to remove my complaint, the company has reached out to me, and issue has been resolved.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/28/2023 I dropped my car off to the Dodge car dealership because it had started over heating . Dodge call me back on that Monday 10/30/2022 stating that it was the water pump and that it is covered through the extended warranty that was purchased with the the vehicle at the time of purchase through TWS. Well here it is 12/29/2023 and my car is still at the dealership because TWS is refusing to pay for the water pump. Saying they need all service records of the car being service well I call one dealership that service the vehicle they sent the records right to me over and I sent them to TWS they then stated they needed more than those so I reach out to the other dealership that I used for service they sent records TWS stated they records didnt have dates after 2 trips to that dealership because they stop answering their phone they are still telling I have not submitted enough paperwork. I paid $3500 for this warranty on August 2, 2019 only to be treated like an a****** when I need my car to get around. I have lost countless hours over this situation and I am being told if I pay for the water pump out of pocket they will not reimburse me this is the most bogus bull c*** I have ever heard. I am still trying to figure why are they still in business.

  Customer response

  01/03/2024

  On January 2, **** a claims supervisor from TWS reached out to me pertaining my complaint. Stated that he wanted to help resolve the issue with my vehicle and stated that after the call he would reach out to the dealership so that my car could be repaired. On today January 3, **** the Dodge dealership reach out to me stating that my car has been repaired and is ready for pick up. TWS has resolved my issue.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Jeep Grand Cherokee in July of 2021 and purchased ************* through Total Warranty. My Jeep was totaled in an accident that was not our fault. Our insurance paid out and now Gap is refusing to pay the balance stating the Jeep was appraised wrong by the insurance. The whole reason for purchasing this type of insurance is to ensure your difference is paid in case an accident does happen. Whats the purpose of buying gap insurance with Total Warranty if they refuse to pay. Due to Total Warranty refusing to pay our credit score has dropped which has a negative impact on our livelihood.

  

  Business response

  12/22/2023

  ********************,
  
  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.
  
  The *** claim was processed on 11/20/23.  To obtain the highest payment possible, we asked the dealership to cancel the *** addendum rather than making a lower payment, after the claim was processed (see details below).
  
  Net Payoff at time of Loss $15,983.34
  Less Primary Carrier Settlement $(-) 15,176.22
  Less Primary Carrier Deductible $(-) 500.00
  If *** had made a Payment $307.12
  Pro-Rata *** Cancelation Refund $508.76
  
  Canceling the *** addendum in lieu of paying a *** claim ensures the largest payment available is made to the lienholder. An email was sent to **** of ************ the same day the *** claim was processed and requested they mail a check to Truist in the amount of $508.76 for the *** refund. 
  
  Per the Dealership, Truist did not deposit the first check sent, so on 12/18/23 a stop payment was made and a second check was reissued.  The new check (#******) was delivered on 12/19/23 (tracking #1Z501R5X1325843352).
  
  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

  12/27/2023

   
  Complaint: 21028902
  
  I am rejecting this response because: this is someone's claim, the name is wrong, the dates are wrong and the dealership is wrong.
  ************************************************

  

  Business response

  12/27/2023

  Good afternoon, the response to this complaint was posted in error accidently. can we delete it so we may post the correct response?

   

  Thank you.

  

  Business response

  12/27/2023

  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.
  
  The 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 ******* 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 Waivable 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.
  
  When *** originally processed your claim, it was in your best interest to cancel the *** contract in lieu payment and the dealership issued a refund of $685.28 to your lender. However, based on further review of your claim, the **** was updated and an additional payment of $1,820.54 was issued to the lender to help with the remaining balance of your loan.
  
  Your primary insurance carrier valued your vehicle at $25,485.54.  The settlement amount was $24,985.54 after $500.00 deductible. **** valued your vehicle originally at $32,125.00. Once the **** value was recalculated, *** used the revised **** value of $29,625.00.
  
  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. 
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 33,522.13
  Less **** at time of Loss $(-)29,625.00
  ************ Contract Refund (Dealer Refund) $(-)1,391.31
  Less Gap Contract Refund (Dealer Refund) $685.28
  *** Payment $1,820.54
  
  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

  01/04/2024

  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.
  
  The 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 ******* 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 Waivable 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.
  
  When *** originally processed your claim, it was in your best interest to cancel the *** contract in lieu payment and the dealership issued a refund of $685.28 to your lender. However, based on further review of your claim, the **** was updated and an additional payment of $1,820.54 was issued to the lender to help with the remaining balance of your loan.
  
  Your primary insurance carrier valued your vehicle at $25,485.54.  The settlement amount was $24,985.54 after $500.00 deductible. **** valued your vehicle originally at $32,125.00. Once the **** value was recalculated, *** used the revised **** value of $29,625.00.
  
  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. 
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 33,522.13
  Less **** at time of Loss $(-)29,625.00
  Less Service Contract Refund (Dealer Refund) $(-)1,391.31
  Less Gap Contract Refund (Dealer Refund) $685.28
  *** Payment $1,820.54
  
  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 **************

*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. ↩