ComplaintsforTotal Warranty Services

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2016 ***** Tahoe to get fixed November 24, 2023 because it was jerking when I drove it and would lag when I would try to accelerate. Inspector went out to look at it November 28th, said that it was mechanical work and the suspension and then forced us to speak to a financing manager at **** to get our warrantee changed to a commercial warrantee because I am promoting my company on my car (with a sticker on the rear window) and they assume I am using my car for my company. So they want me to have commercial warrantee for this vehicle despite me not using it for company purposes. This is complete nonsense. I own a landscaping company, how am I going to use a family car for a landscaping company? Doesnt make sense. I am 3 months postpartum having to carry around my two babies in an ACTUAL work truck because Total Warranty Services is elongating the process of get my car fixed. Its about to be two weeks with my car in the shop. Again, I am three months postpartum, I need my car for my appointments and my childrens appointments. I have so many postpartum medical issues I need resolved that I am putting off all because Total Warranty Services made up an excuse to elongate our process. I just hope they actually cover the repair cost after I pay to get that warrantee transferred over to commercial warrantee. And I hope that they dont try to find a way to not pay it because Ive read many reviews about them doing that.

  

  Business response

  12/11/2023

  A claim was called in on this vehicle on 11/28/2023 for an internal engine failure. This was 62 days and ***** miles after ********************* purchased the vehicle. During this initial phone call, an inspection was set up on this vehicle so the failure could be properly verified.
  During the inspection process the inspector noted this vehicle had commercial signage and signs of commercial use.  When the inspection report was reviewed it did show this commercial signage was present and the entire rear window was a business sign with contact information. The claim was denied for commercial usage per the contractual language.  See Below.
  Contract States:  Section: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER LINE: 22. IF YOUR VEHICLE IS USED FOR COMMERCIAL PURPOSES.
  TWS does offer specific contracts for commercial vehicles. The repair facility was made aware that if this contract was amended to include commercial vehicles, this failure may have eligibility.
  During a phone call with ********************* on 12/07/2023 she informed us that this vehicle was not being used for commercial purposes for her business.  She advised us it was registered to her personally and the signage was only an advertisement for her business.  The repair order also shows this vehicle in her name. 
  After a second review and document verification, this claim was authorized without any change to the contract.  Both ********************* and the repair facility performing the repairs have already been notified of this authorization.
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim to have transmission repaired and it was approved they denied to pay for the transmission that would have my truck back in service in two days I agreed to a transmission with 31k miles that was told would arrive on Wednesday 11/1/2023 I called 11/2/2023 to get update and they ordered one with hire ***** that puts me out of work another week.. with this being said I am losing two weeks worth of income due to not being able to afford to rent a truck any longer and then not really paying more then 35 as I need a truck for work when my truck was supposed to be completed 11/3/2023 and now it is pushed back to the 11/10/2023 at a minimum. I would like this resolved immediately to get my truck back in service as I am stranded in ********** without a way to work or get home to my family in ******* the transmission from the dealer if they would have approved would of had me back working 10/31/2023 and they refused and have cause me serious financial and emotional distress

  

  Business response

  11/07/2023

  This claim was started on 10/23/2023 for a reported transmission failure.  The claims process was completed on 10/27/2023 and this claim was placed in authorized status. 
  We spoke to **************** on 10/27/2023 and advised him that TWS had a transmission available that could be supplied to complete this repair.
  We advised *************** that we could supply this transmission, or we could contribute the cost of our transmission plus $500 towards the repair facilities part where he would be responsible for the difference.  **************** advised us he would reach out to the repair facility to attempt to have them lower the price on their part so it could be used.
  **************** called TWS back and agreed that he would use our supplied transmission because the repair facility was not able to adjust their price.  The claim was then authorized, and the transmission order was placed.
  On Monday 10/30/2023 we were notified that the transmission that was ordered had been sold and a different unit was immediately sourced and sent in its place. This unit had an estimated time of arrival of 5 to 7 business days.  The transmission arrived at the repair facility on 11/6/2023.
  We understand **************** frustration and have been in contact with him to discuss our process and his concerns. We have also reviewed with him the rental car and emergency travel expense reimbursement coverage as outlined in his contract.  We will be following up with the repair facility and with **************** until this repair has been completed by the repair facility.  We appreciate *************** understanding during this process.
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/27/23 I took my 2019 **** F350 into **** dealer service because the fuel pump was making excessive humming/buzzing noise at random times. The Technician was able to verify the concern. He connected the diagnostic tool to the vehicle and scanned if it had DTCs. No codes where present at this time. He lifged the vehicle while it was running and using a stethoscope was able to pin point the noise that was coming from the low pressure fuel pump in the fuel tank. This was send off to TWS on 9/28/23 and came back recject. I took the vehicle at that point later that day I had a "Low Fuel Pressure" Message come on my IPC while the fuel pump was again making noise. Took back to the dealer and allowed them to diag again. Per the tech notes he reconnected the diagnostic tool and scanned for codes. Code P008A was present in the *** for low fuel pressure. While the concern was acting up he was able to watch PIDs and found the low pressure fuel system was indeed low at 40psi which is below spec. Was resubmitted to TWS and later an inspector was sent out. After the inspector preformed their inspection the claim was again denied as the concern was not present at that very time. I have looked ovet the contract I recieved and it does cover the "Fuel Pump." The fact that the **** certified technician is able to preform diagnosis and recomend a repair but it be declined when a 3rd party inspector comes and claims something else. I have videos and pictures from the technician over the codes that the vehicle had set, While I cannot upload the video the pictures from the diagnoistic comptuer will be attached.I want my truck fixed. Yalls contract covers the fuel pump. It was making noise randomly and now its gotten worse not pumping enought fuel pressure which could damage the high pressure system down the line.

  Customer response

  10/12/2023

  As of this morning 10-12-23. TWS contacted my Service Advisor at my **** Dealer and approved the repairs.

  no additional response required. This complaint can be closed out.

  

  Business response

  10/13/2023

  This claim was originally called in to TWS on 09/28/2023.  The repair facility was not able to verify a mechanical failure to the fuel pump and there were no trouble codes stored. There was not enough information provided to accurately build a claim.
  The next day (09/29/2023) the repair facility called back with a diagnostic code. They informed us they were able to duplicate this failure after driving the vehicle for 100 miles.  An independent inspector was assigned at that time to inspect the vehicle and verify the failure.  This was a Friday Evening.
  On 10/4/2023 the inspection on this vehicle was completed.  During this inspection there were no stored fault codes and the vehicle operated as designed without any abnormal noises.  A TWS adjuster called the repair facility to review these results, and to discuss if they could find a way to demonstrate this failure. 
  On 10/11/2023 **************** called and notified us that this issue was still happening. This claim was sent to a supervisor to review due to being an intermittent failure that is hard for the repair facility to duplicate. TWS does require failure verification on all repairs to ensure the account holders vehicle will be fixed properly the first time.
  After reviewing these circumstances, an exception was made to proceed with the requested repair as a customer service gesture.  An adjuster called the repair facility on 10/11/2023 to provide authorization and left a voicemail for the service advisor. On 10/12/2023 the repair facility called us back and authorization was given to perform this repair. 
  TWS has made several attempts to call **************** to discuss this claim but we have not been able to reach him.  We would be happy to discuss these details with *************** if he would like to contact us. 
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 ****** Rogue was totaled in a car accident and my insurance paid off most of it. After insurance paid off most of the balance and contacted GAP through Total Warranty Services, my GAP company canceled my policy and refunded the dealership who then sent the refund to my lending company Global Lending Services. No authorization was given to cancel the **** I want the m to do what they are supposed to do and pay the gap, difference, of what's left on my auto loan and what my insurance paid off. It is less than 3000$, but the whole point of GAP insurance is to cover the gap after insurance pays off a vehicle.

  

  Business response

  10/12/2023

  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 *** contract was cancelled, due to a claim being processed.  That claim resulted to be what we call a NO ***, meaning after processing the benefit request per the terms and conditions of the addendum, the payable loss has resulted in a zero or negative amount. A request was then sent to the dealership to cancel the *** contract and refund the lender to help with the balance of the loan.
  
  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 ******* 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 on 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 $14,915.62.  The settlement amount was $14,915.62 plus the $500.00 deductible, and $158.00 condition adjustment (customer responsibility).**** valued your vehicle at $17,175.00.  **** was the greater amount therefore, the *** calculation used ****s value of $17,175.00.
  
  As it relates to how the insurance company valued your vehicle, we unfortunately, are not able to comment on the value the insurance company assigned to your vehicle and recommend that you reach out to your primary carrier with further questions. 
  
  In addition, as part of the calculation of the *** amount, we deducted the service contract refund of $1,551.28. This amount was credited to your loan by the dealership.
  
  Please see explanation of processing below.
  
  Explanation of Processing:
  Net Payoff at time of Loss $18,488.62
  Less **** at time of Loss $(-) 17,175.00
  ************ Contract Refund (Dealer Refund) $(-) 1,551.28
  *** Benefit Calculation ($-237.66)
  *** Contract Refund (Dealer Refund) $ 309.20
  
  We hope this information gives you a better understanding as to how your *** claim 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

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase Price Refund Platinum extended warranty is a scam. The extended warranty offered by ********************* is a scam and worthless. I bought a 2017 VW Passat from them in October 2017. The salesperson, *********************************, knew I did not want the warranty. However, the finance manager, *******************, convinced me to buy it. He said that the 2017 model had many new features that could malfunction. He also said that if I did not use the warranty, I would get a full refund of $2499. He gave me a one-page contract that stated the purchase price refund policy.I was happy with the car and never needed the warranty. I serviced it regularly at the dealership. In August 2023, I contacted First Mile Total Warranty Services to request my refund. They refused to give it to me. They said that the warranty had expired and that I had missed the 60-day window to file a claim. I told them that ***** had not given me the full contract terms or mentioned any time limit. They did not care and told me to talk to the dealership.I called ***** and he promised to look into it. He never called me back. Then his manager, *****, called me and said he would talk to First Mile. He also never followed up with me. Every time I call them, they are either busy or unavailable. I had also purchased a VW Jetta in 2016 from this dealership and this behavior is disappointing and very unprofessional. ***** tricked me into buying a useless warranty and did not honor their promise. I regret doing business with ********************* and I would not recommend them to anyone. The dealership works in conjunction with First Mile so that they do not provide the complete information at the time of the sale so that they don't have to honor their commitments.

  

  Business response

  10/10/2023

  ************** purchased a Platinum contract when he purchased his vehicle back on 10/31/2017.  This contract had 5 years and ******* miles of coverage on his vehicle for mechanical breakdowns.  Our coverage was available for ************* for this entire period.
  My Kumars coverage expired 10/31/2022.  ************** never contacted us while this coverage was in place to initiate a refund.
  The contract states: If this Service Contract is canceled within sixty (60)days of the Service Contract Purchase date and a claim has not been incurred, a 100% refund of the Service Contract Purchase Price will be made.
  After sixty (60) days or if You have incurred a claim, a pro-rata refund of the unused months or unused miles will be made.
  ************** called TWS on 08/21/2023 to discuss getting a refund for his contract 294 days after his coverage expired.  This coverage was in place for the entire contract period and available for his use if needed.
  Although TWS has fulfilled our contractual obligation to **************, due to the miscommunication during the purchase of his contract, we have decided to provide a full purchase price refund.  We have spoken to ************** to inform him of this, and he is completely satisifed with our service at this time. 
  
  Kind regards,
  
  Total Warranty Services

  Customer response

  10/13/2023

  I spoke to ***** at Total Warranty services and was advised that a refund would be issued. Still waiting for it before I can say the issue has been resolved. Please do not close the case until I receive a refund. 
  Thanks

  Rohit 

  Customer response

  10/17/2023

  Spoke to ***** at the warranty company and he understood what the issue was and was very helpful in having the issue resolved. He made arrangements for getting a refund issued to me and I received the check for $2449 yesterday. I appreciate ***** help and he. Did a tremendous job in getting resolved quickly. 

  Customer response

  10/17/2023

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They failed to uphold there agreement in regards to providing the lifetime warranty on certain repairs.

  

  Business response

  10/02/2023

  ********************** received a lifetime limited powertrain warranty at no cost with the purchase of his vehicle. The warranty requires that all scheduled maintenance be performed,and proof of service be provided in the event of a claim.  According to ******* Manufacturer guidelines, ************************ vehicle has missed a total of 5 required services.
  The limited warranty states failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this lifetime limited powertrain warranty.
  As an administrator, we are obligated to enforce the terms of the warranty, a warranty that was provided at no cost by the dealer.  Unfortunately, without proof of these required services, we will not be able to assist with this claim.
  
  Kind Regards,
  Total Warranty Services

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2021 **** F250 Super Duty has been at the mechanic shop since 08/22/2023. After fully diagnosing the issue the mechanic discovered there was severe scoring to cylinder 4, along with lifter failure and cam shaft failure. **** from the mechanic shop has sent in numerous photos showing the internal damage to the engine.( scoring of the cylinder wall, photos of the lifter and camshaft) We spoke with the adjuster and in regard to receiving the diagnosis and proof of pictures. When I called in I was told our maintenance records had been processed and the parts lists has been processed as well and the parts department even recommended that the supervisor approve the mechanic shops engine replacement. (08/30/2023 & 08/31/2023)The file was sent to a supervisor for approval yesterday 08/31/23 at 5:00p EST to a supervisor. Today September 1, 2023 at 1:00EST the supervisor is now requesting an inspector to go out to the vehicle to see the engine. Even though we have already passed this process originally due to the amount and how detailed the pictures were that **** sent in. Not only is this moving backwards but everything the inspector is going to see. The mechanic shop has already sent in as proof which originally was satisfactory. I am going on 2 weeks without a vehicle due to the slow process of the warranty group. I am seeking for this engine replacement to be approved so the mechanic shop can move forward with repairing my vehicle.

  

  Business response

  09/07/2023

  This claim was finalized and authorized today, 09/06/2023,for a total amount of $8,833.10.
  
  We understand Mr. ********* frustration and we do our best to finalize claim authorization as quickly as possible.  Prior to authorizing large dollar claims like this one, its important that sufficient diagnostic information is obtained justifying the need for repair. Below, *** outlined the timeline of this claim.  
  
  Although ******************** dropped his vehicle off on 08/22/23,TWS was not contacted by the repair facility until 08/25/23. At that time, we requested the customers maintenance history as a major engine failure was reported. These documents were not received until 08/29/23.
  
  On 08/30/2023, we received photographs of engine damage.However, the cause of failure and complete extent of damage was not identifiable through these photographs, so an independent inspector was assigned. Due to the Labor Day holiday, the inspection was not completed until 09/05/2023.
  
  The inspection report became available to us on 09/06/2023,and we authorized the claim immediately.
  
  We look forward to the opportunity of assisting with any covered breakdowns Mr. ********* vehicle may experience in the future.
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2017 ******* Santa Fe Sport which started using a lot of oil at ***** miles. I jumped through all the hoops at the ******* dealer and the end result at about ****** miles was that my engine was faulty and they turned the claim over to Total Warranty Services in *********. Over the course of about a year I and the dealer turned over all the service records. End result is TWS says I am lacking 2 air filter changes (I provided them with the receipts where I bought and installed them myself) and a spark plug change at ****** miles. I didn't have the plugs changed then because I was still under the impression that I would be getting a new engine. After talking to a TWS person I had the plugs changed at about ****** miles by the dealer. Now TWS jsays this doesn't count. I have been under the impression that ******* had a good warranty, and that my problem would be taken care of. I have been dealing with BBB Auto Line for the past few weeks and today I talked to a guy there named *** who tried to explain *******'s opaque warranty. He told my to file a complaint with the BBB in ***************. So here we are. Total Warranty has all my service records, as does BBB Auto Line. Any help would be appreciated.

  

  Business response

  07/25/2023

  This vehicle has a verified failure to the engine causing excessive oil consumption.  This vehicle also had a reported engine knock failure on a previous repair order.
  Both failures are recognized by the manufacturer as common,and the manufacturer provides extended coverage for these failures.  If a repair is eligible for coverage through the manufacturer, it would not be covered by this contract. Relevant contract verbiage is listed below:
  
  If You Have Other Coverage - If the manufacturer,service contract provider or repairer agrees to cover all or some of the cost of a breakdown before or after a warranty or guarantee has expired, we will pay only for any extra cost, subject to the limits of this **************** Powertrain Warranty
  
  To clarify, this claim was not denied - we were pending further information from the manufacturer. We have attempted to obtain assistance through ******* for these known issues, and all attempts have been denied.
  
  To avoid further delays, as a customer service ****************************** will assist with the replacement of the engine on this vehicle.  We will reach out to ********************* today to bring the claim to conclusion.
  
  Kind regards,
  
  Total Warranty Services 

  Customer response

  07/25/2023

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Total warranty services are extremely unethical and are looking high and low to not have to cover my engine. The dealership has done everything they have requested them to do and two inspectors have confirmed that it is indeed the engine. Even though this was communicated yo then over a month and half ago. The dealership suggested that they not to an engine tear down because it was obvious it was the engine. Then they said they wouldnt move forward until it was so I agreed to have it torn down the inspector came and confirmed it is the engine. The dealership cannot replace my engine until they approve it and total warranty has been dragging this out and Im the only one who has been without a car for a month and a half. They also told the dealership they think I overheated my car on purpose! Are they for real?! Why would I do that?! So I can be without a car for this long and take expensive lyft rides?! Then when I call they place blame on the dealership saying they are waiting on more information from them. But the information they need is always changing once they get the information that has been requested. I need total warranty services to approve the claim and send the engine so I can get my car back. I cant even believe they have an A+ from you guys so Im not even sure how helpful this complaint will be for me but they have been unhelpful.

  

  Business response

  07/20/2023

  We apologize for the frustration ************ is feeling. For the past several weeks, we have been working with **************** to obtain diagnostic information to determine the cause of the failure and the extent of damage. As ************ mentioned, we have inspected the vehicle twice after we were informed the technician would be able to provide this information. On each visit, there was not enough diagnosis performed to accurately determine the extent of damage and the required repair. Engine coolant was confirmed to be mixed with oil, however this can often be resolved with replacement of the cylinder head gasket rather than full engine replacement. We simply requested ****************** and disassembly be performed to show what repair is required.
  
  To expedite resolution, we will be moving forward with authorization of engine replacement. A claims adjuster is reaching out to **************** now to finalize the claim.
  
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transmission went out on My Chevrolet Silverado Truck., ******************* pf ******** ******* promised a Lifetime powertrain warranty on the truck, Total warranty Services refused to honor the warranty, stating that i did not have my oil change records. I informed them that it was lost in tornado....the employee stated " that is not TWS concern"...It is your responsibility to safeguard, your claim is denied...

  

  Business response

  07/13/2023

  ************** received a lifetime limited powertrain warranty at no cost with the purchase of the vehicle. The warranty requires that all scheduled maintenance be performed, and proof of services be provided in the event of a claim. Based on Chevrolets factory recommended maintenance schedule states engine oil and filter services are due every ***** miles,engine air filter replacement due every ****** miles, spark plug replacement due every 9***** miles, and coolant service due at *******. Based on the service records received, the customer has not provided proof of ***********************, or provided records showing that services were performed beyond the manufactures scheduled interval.
  
  The limited warranty states failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this Limited Powertrain Warranty.
  
  As the administrator, we are obligated by the terms and conditions of the limited warranty, a warranty that was provided at no cost by the dealer. Unfortunately, without proof of the required services, we would not be able to assist with the claim.
  
  Respectfully,
  
  TWS Management 

  Customer response

  07/13/2023

   
  Complaint: 20298910
  
  I am rejecting this response because: 1.  I was not told of this requirement 2. the requirement unreasonable...3. the maintenance was done but i am unable to get the records because of tornado....4. it was not free.
  
  Sincerely,
  
  *********************

  

  Business response

  07/14/2023

  Mr. ****** Limited Lifetime Powertrain Warranty outlines the following requirements. On page one, in the Terms And Conditions section,the contract reads:
  
  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.
  
  We are committed to ensuring your vehicle is properly maintained in accordance with the manufacturers recommendations, however, it is ultimately your responsibility to retain copies of your maintenance records in order to assure your compliance with maintenance record retention and to assure eligibility of coverage of this **************** Powertrain Warranty.
  
  Customer acknowledges that this **************** Powertrain Warranty is being provided at NO ADDITIONAL CHARGE and is not a Service Contract and is not insurance.
  
  Respectfully,
  
  TWS Management 

  Customer response

  07/14/2023

   
  Complaint: 20298910
  
  I am rejecting this response because: WAS NOT TOLD OF REQUIREMENT....TRANSMISSION SERVICE WAS DONE....ALL MAINTENANCE WAS DONE...ALL RECORDS WERE DESTROYED IN A TORNADO, DESTRUCTION OF RECORDS WAS BEYOND CONSUMER CONTROL....BUSNESS IS BEING UNREASONABLE BY USING A NATURAL DISASTER TO KEEP FROM PAYING....
  
  Sincerely,
  
  *********************

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