Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/24 my daughter was in an accident, fortunately she and her brother were ok, but airbags were deployed and the vehicle was a total loss. I was thinking thank God we got ***, through the dealer. I have had *** with all my leases and purchases bc it pays up to 150% of the loss and they pay your deductible. While all the "dust was settling" I was going over their contract to double check the deductible bc I have never heard of Total Warranty Services, who we purchased the *** from in the finance office at ****, ******************, *****, **** (finance manager, *****). I found that it did, like ALL the other times I've purchased ***. My husband turned in everything requested from the finance company, insurance company, and gap company. We then found out through an email that the gap company was only paying $1300? The deductible was $1000. This of course makes no sense. You get gap because it pays the gap between what you owe and what it's worth, it fills in that "gap". ******* dealer group is huge here in **** so I didn't think they would use a shady product service, but apparently they did. They have had many complaints and no longer use them. I have tried to call them, I have been put on hold, then hung up on, been told the person I need to speak to is not there, etc. Now I'm getting letters from the finance company bc there is a balance. There should be no balance, because gap is to pay that balance. 150% ACV + deductible and they are no where close. I need help as they will do nothing to correct this. They even tried to tell me it was cancelled on the day of her wreck and tried to lead me back to the dealership that sold me their product (contract). I've already talked to them. They all know what *** does and don't know why they are doing this?

  

  Business response

  11/15/2024

  Mrs. ******************************* has reviewed your file to ensure your GAP 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 (GAP) 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 **** Power Official Used Car Guide adjusted for mileage and optional equipment."
  **** Power valued your vehicle at $13,525.00. The primary insurance carrier valued your vehicle at $12,673.53. The settlement amount was $11,317.38 after the $356.15 deducted for the condition of the vehicle, plus a $1,000.00 deductible that GAP covered.
  As it relates to how the insurance company valued your vehicle, we are unfortunately unable 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. GAP would not cover the $356.15 deducted for the condition of the vehicle.
  The GAP 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 were at least 2 skipped payments and 3 late payments. These items would not be covered by GAP 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 GAP 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 $15,505.77
  Plus Primary Carrier Deductible $1,000.00
  Less ** ****** $(-) 13,525.00
  Less Service Contract Refund (Dealer Refund) $(-) 1,608.20
  GAP Payment $1,372.57
  If you should have any additional questions regarding your file, please feel free to contact our call center for further assistance at **************.

  Customer response

  12/09/2024

   
  Complaint: 22550375
  
  I am rejecting this response because: the evaluation from ** ****** is not the be all end all of ACV's and the primary carrier and the gap insurance each are using a different way to evaluate the vehicle. There was never an amount given by Total warranty services as to what the value of the car was to show the primary carrier and work with either. We are not asking anyone to make 2 payments, it is well understood we owe those; however Total warranty services owes the difference between what we owed on the vehicle minus the value (agreed upon, we did not pull an amount that we pulled out of the air or only benefited one party) and Gap was to pay the $1000 deductible. Total warranty services has had multiple problems with similar issues with contracts they did not uphold for the ************* who they sold their finance products through. We were informed that we were buying gap coverage as we have before through the *************. This contract and gap claim/coverage should be no different as we did not buy a lesser product.
  
  Sincerely,
  
  ****** ****

  

  Business response

  12/16/2024

  *** ****,
  As it relates to how the insurance company valued your vehicle, we are unfortunately unable to comment on the value the insurance company assigned to your vehicle.  We recommend that you reach out to your primary carrier with further questions. The $356.15 deducted for the condition of the vehicle is not covered by GAP.
   Your GAP 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 (GAP) 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. 
  If you should have any additional questions regarding your claim, please feel free to contact our call center for further assistance at **************.? 

  Customer response

  12/17/2024

  They did not give me the amount that covers between what my insurance valued the vehicle at (which is beyond my control, which is why we or any consumer has gap) and what we owe on the vehicle to ************ If they arent covering that "gap" then why would we get gap insurance. They are to cover up to 150% of the value from the insurance company. It's in their contract. This is why people get gap at the dealership vs. Their own insurance (in my case progressive)

  Attached is my contract.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with the recent denial of my tire warranty claim. I recently visited my dealership due to low tire pressure, and they advised me to replace the tires because of punctures. Since I purchased tire insurance along with my vehicle specifically to cover such issues, the dealership submitted a claim on my behalf. However, I was informed that the claim was denied on the grounds of weather-related cracks,Both my dealership representative and I disagree with this decision. The reason I purchased tire insurance was to protect myself from unexpected tire issues like punctures, not to bear the cost of replacing tires prematurely. I believe that punctures, rather than superficial weather cracks, should qualify under my coverage.I kindly request that you review my case again. Given that the primary issue is the punctures, which directly impact tire performance and safety, I believe this should be covered under the terms of my warranty.

  

  Business response

  11/08/2024

  On October 11, 2024, ****************************** contacted our claims department to request authorization for the replacement of all four tires. The ************* certified technician measured a tread depth of 3/32nds on all four tires, noting "cuts" on the shoulders of each tire.
  
  The customer's Road Hazard Tire Coverage specifically excludes coverage for tires with 3/32nds or less tread depth, as this indicates the tires have exceeded their serviceable life and require replacement. Based on this, the claim was denied.
  
  Afterward, the customer reached out, disputing the tread depth measurements,  asserting that punctures were the primary issue. Upon reviewing the photos provided, the tread depth gauge consistently showed 3/32nds except in two instances where the gauge was placed in the deepest groove, which indicated 4/32nds. However, per tire and vehicle manufacturer guidelines, tread depth should be measured in the shallowest groove. In this case, the shallowest grooves on all four tires clearly indicate 3/32nds or less remaining tread.
  
  Additionally, the photos revealed weather-related cracking and tread separation, both of which are also specifically excluded from coverage under the contract.
  
  To summarize, the tires on this vehicle are worn beyond their serviceable life, as indicated by the tread depth, cracking, and separation. While we agree that the tires should be replaced for safety reasons, these conditions fall outside the scope of coverage provided by the contract.
  
  Kind regards,
  Total Warranty Services

  Customer response

  11/08/2024

   
  Complaint: 22526995
  
  I am rejecting this response because: 

  Based on the photos provided by my dealership from the initial inspection in October and recent follow-ups (attached)  at least 3 tires has depth of 4/32 in the shallowest grooves while 1 tire might under question. Please review the photos as these photos were sent directly from the dealership to total warranty services. Also you can see it clearly shows the presence of punctures in the tires. This evidence challenges the basis of denial and these punctures directly affect the tires' safety and were the reason I sought assistance through my Road Hazard Tire Coverage. I find it concerning that this critical aspect has been minimized in favor of focusing on tread depth and minor weather-related conditions.  I kindly request that you review my claim again, taking into account both the tread depth evidence and the documented punctures. 

  I kindly request that you review my claim, taking into account both the tread depth evidence and the documented punctures. 
  
  Sincerely,
  
  **** ******

  

  Business response

  11/13/2024

  As stated in TWSs previous response, this First Mile Road Hazard Tire Coverage contract specifically states that tires with tread depth at or below 3/32nds of an inch are not eligible for coverage.  See below for actual contract language and snapshot attached:
  
  Contract states: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  
  2. FOR TIRES THAT HAVE 3/32" OR LESS TREAD DEPTH REMAINING.
  
  TWS received a report from the repair facility that specifically said that all tires were at 3/32nds of an inch, thus excluding them from coverage on this contract. 
  
  Furthermore, photos were sent from the repair facility showing these tires being measured at 3/32nds of an inch or below.  (Actual photos from the repair facility report have been attached for review.)
  
  The tires on this vehicle have been used and worn beyond their safe serviceable limit and are not eligible for road hazard coverage per this contracts language. 
  
  This claim will remain denied in accordance with the terms and conditions outlined in this contract.
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2018 **** Q3 was brought to **** repair shop at ************************************, on October 21st 2024. **** sent over the claim to Total Warranty ON THE SAME DAY. The inspector did NOT COME UNTIL October 25th 2024 at 3pm. 4 WHOLE days I had to go without transportation as the rental would not be approved by Total Warranty until they ACTUALLY APPROVE the claim AFTER the inspector comes. The claim did NOT get authorized Until October 26th 2024. I was WITHOUT TRANSPORTATION FOR 5 DAYS! I was THEN told the Warranty ONLY covered $110 at $35 a day for ONLY 3 days. I can only afford to fork out another $534.81 with the $300 deposit required at enterprise rentals AND extra $100 young renters fee. Leaving me only able to get the rental for 2days. It is now November 1st and I am STILL WITHOUT transportation as my car is STILL NOT FIXED. So, after having to return the car to Enterprise on Monday the 28th, I had to go ANOTHER 4 DAYS stuck with no way to get around. I have already filled out the reimbursement form on October 28th. However, considering this HORRIBLE experience, I requested the FULL reimbursement amount and not just LITTLE $110 they claim that they can only cover. I still have not heard back after submitting this reimbursement form and I am still very PISSED! if I could give zero stars I would! Unfortunately, it wasnt my choice that the car dealership I purchased my car from (**** *******) Automatically gave me this warranty plan but I WILL be looking for an alternative one!

  

  Business response

  11/06/2024

  On 10/21/24, Ms. ******* claim was submitted to Total Warranty Services, and an independent inspection was scheduled to verify the reported failure. The inspection report was received and reviewed on 10/25/24, and the claim was authorized.
  Total Warranty Services attempted to contact **** Gainesville three times on 10/25/24 , successfully leaving one voicemail requesting a callback to discuss the claim. The other two attempts went unanswered. **** Gainesville reached out to Total Warranty Services on 10/29/24 to discuss the claim and review the authorized amounts.
  Ms. ******* contract offers rental coverage as an ancillary benefit to help reduce rental costs incurred while repairs are actively completed or while a 3rd party inspection is completed; It expressly excludes coverage for delays caused by shop scheduling or parts delays.  
  On 11/4/24, we received a rental reimbursement request from Ms. ****** for $534.81 for rental costs for three days. The contract covers a maximum of $35 per day, this equates to a maximum coverable amount of $105. However, as a customer service gesture, we processed payment for $175.  Ms. ****** should receive this check within 5-10 business days.
  Total Warranty Services paid $3332.00 total for repair costs and rental reimbursement. We hope to be of service to Ms. ****** in the future should her vehicle experience any further covered mechanical breakdowns.
  
  Kind Regards,
  
  Total Warranty Services

  Customer response

  11/19/2024

   
  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 as I did receive that check in the mail today. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car went into the shop over 2 weeks ago and I after TWS asking for information for the entire 2 weeks I received a denial email this morning. Then after calling, the maintenance *** told me they have not received any information from me since the 14 of August when I just submitted more records on Friday August 29th. The company is extremely unprofessional, you get a different *** with every email you receive/send. The issue with my car has nothing to do with oil changes/air filters. I now owe a dodge dealership $175+ for a diagnostics because the first time I called TWS I was told it had to be taken to a certified dealership when I had just paid for a diagnostics the day before at a different service center only to be told later that any center can do the ***airs if they take the warranty. This company is a complete joke and will find any and all ways to not cover the ***air needed. Do yourself a favor and DO NOT buy a warranty from this company and if you are unlucky enough like me to have one already, have an attorney ready to deal with them because they will not help you on your own. I will be finding an attorney today to handle the remainder of my claim. Oh! and when you want to speak to a manager all they do is conveniently tell you no one is available and they can send an email to them to contact you and it could be 24+ hours.

  

  Business response

  09/05/2024

  A claim was initiated for this vehicle on 08/16/2024 citing a failure to the cylinder head. 
  
  This **************** Powertrain Warranty was given to *************** at no cost during the purchase of this vehicle.
  
  This Warranty specifically states in the first section that to remain valid, all manufacturer recommended maintenance must be completed.  It also states that these services must be properly documented, and those records submitted to TWS for review upon request. See below for actual Warranty language.
  
  Contract 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.
  
  The maintenance records that were submitted for review to TWS were found to be insufficient. Currently there are 8 missing manufacturer recommended services.
  
  5 missing Lube, Oil, and Filter services. (Due every 10K miles)
  3 missing air filter replacement services.  (Due every 30K miles)
  As administrator of this Warranty, TWS must follow the terms and conditions outlined in the Warranty language.  At this time the terms and conditions of this Warranty have not been met and this claim cannot move forward. 
  
  TWS allows account holders to pick the repair facility of their choosing as long as that repair facility can provide documents showing they are a registered business, and they are willing to provide a minimum 6-month ***** mile warranty on all repairs. 
  
  A claims supervisor has reviewed the phone calls between us and ****************. At no time did we find a TWS employee advise her the vehicle had to be taken somewhere else or to a manufacturer repair facility.
  
  On a recorded call with TWS on 08/16/2024, **************** discussed with us that she did not feel the repair being requested by the repair facility was correct. 
  
  At 02:34 of this call she said she had spoken to three other mechanics, and they have all told her it is a faulty transmission cooler and not a head gasket that has failed.  She said she was told that a head gasket would not fix the vehicle, and the current repair facility was just trying to make more money on the repair.
  
  This account holder was contacting multiple repair facilities, friends, and family who work on vehicles discussing her vehicle while it was in the current repair facility for repair.  She was questioning what the current repair facility was saying regarding the cause of failure.  
  
  At 10:08 of this conversation the account holder advised that she did not want to pay Dodge $175.00 for a diagnostic that was not done correctly.  This was on the same day that the claim was initiated and shows this diagnosis was already completed before **************** spoke to TWS. 
  
  At 14:46 of this recorded conversation **************** asked if the vehicle needed to be taken to a Dodge dealer and our agent advised her, she did not need to take it to a Dodge dealer.  She was advised of the minimum requirements for a repair facility discussed above.
  
  At this time, this claim has been correctly denied for a lack of verified maintenance as outlined in the Warranty language.
  
  
  Kind regards,
  
  
  Total Warranty Services  

  Customer response

  09/05/2024

   
  Complaint: 22232230
  
  I am rejecting this response because: First of all, the first time I called TWS I was told it needed to be seen by a dodge dealership. Otherwise, there is no way I would have had  my vehicle towed from one service center AFTER just paying a diagnostics fee to another service center to have to pay another one. Secondly, this is just the same generic response given to any and everyone who files a complaint against this company. Why do those of us who "supposedly" have the free version have to prove all of these things for our vehicles to be covered but according to a manager at TWS himself, those with the paid warranty do not. This company gave me the run around for two weeks! They even wanted me to pay $60 for a Carfax report because of course they don't except the free version. The last email I received said to send two specific maintenance records, which I did, then and ONLY then, did they come up with the whole needing receipts to show oil and oil filters being purchased for changes done at home. This company is a total joke and will do anything not to cover a claim. They should be put out of business and never be able to deal with warranties or customers again. Not one time in the chain of emails I was sent did they ask for receipts from my advanced auto purchase.
  
  Sincerely,
  
  *************************

  

  Business response

  09/09/2024

  The previous response TWS provided gave a detailed description as to why this claim was denied. 
  
  This response was not generic in nature, but specific to the claim in question. TWS citied Warranty language, documentation provided,and even specific phone conversations between us and this account holder.
  
  This warranty is provided to the customer at no cost during the purchase of a vehicle and has specific language about the terms and conditions regarding maintenance requirements.  Attached is an actual screen shot of the contract showing this is stated just above where the customer signs.
  
  
  
  This ****************** clearly says in the first section that ALL scheduled maintenances must be completed to remain valid.  This is in the same size print as the rest of the Warranty, no fine print. 
  
  See actual screenshot of the Warranty attached.
  
  
  TWS is the administrator of this Warranty, and we are responsible for following the Warranty language when reviewing all claims.  This claim was correctly denied due to the account holder providing insufficient maintenance records per this Warrantys language. Please see previous response for additional claim details.
  
  
  Kind Regards,
  
  
  Total Warranty Services,

  Customer response

  09/09/2024

   
  Complaint: 22232230
  
  I am rejecting this response because: ************ still costs me $176 for a diagnostics that I had just paid another mechanic shop to do the day before and when I FIRST sent in my bank statements showing the Advanced Auto the 5-6 reps that emailed me back should have asked me for actual receipts which none did. They asked for the ones for the ones where I took it to mechanics to have the work done. And yes! Generic response considering every single review/complaint state the exact same thing. Every dealership should find another warranty company to use because this one is a complete rip off.  Hardly anyone has every single receipt where they bought the items needed to change their oil at home. This is just a loophole for this crock of a company to not cover repairs. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window regulator went out on my vehicle, I contacted TWS and asked if I could take it to my local dealer since it was convenient. The *** told me that was totally fine and I was covered under any licensed dealer. I took it to my local dealer and told them to contact TWS. Immediate issues arise and TWS refused to cover the ***air since I didnt take it back to my selling dealer because I lived within 75 miles of my selling dealer. The selling dealer was over an hour away. I have a ******* and the selling dealer is ******** In what world would someone want to take their ******* to a ******* dealership for ***airs? Needless to say, this warranty is almost pointless and I will be canceling my contract. Ill be looking for a contract that doesnt tie me to a specific dealership an hour away. If the first ****** I spoke with would have told me to take it to the selling dealer, it would be different. The employee gave me false information and caused us to pay out of pocket for a ***air that is covered under warranty. Ridiculous! I spoke to three different people asking for an exception since the local dealership had my vehicle torn apart and TWS would not budge. I think due to the employee giving false information, we should be reimbursed.

  

  Business response

  08/27/2024

  The Platinum VSC Contract on this vehicle has specific language that says if a Breakdown occurs withing 75 miles of the selling dealer, the vehicle must return to the selling dealer for repairs. See below for actual contract language.
  
  Contract States: Notice to Customer:   If You experience a Breakdown, you are required to deliver Your Vehicle to the Selling Dealer if Your Vehicle is within seventy-five (75) miles of the Selling Dealer.
  
  This window regulator failure happened approximately 38 miles away from the selling dealer.
  
  TWS has reviewed the phone call ************************* had with our customer service representative on 08/21/2024.
  
  During this call ************************* was told that she could take her vehicle to any reputable repair facility.  The contract requirement stating the vehicle must be returned to the selling dealer was not discussed during this call. 
  
  Due to this information not being provided up front to *************************, TWS will be providing reimbursement on this claim as a one-time customer service gesture.  We will be using this as a teachable moment for our customer service representative as well.
  
  A claims supervisor has reached out to ************************* via phone to discuss this claim and review this contracts requirements.  ************************ said she was satisfied with this outcome during that call. 
  
  TWS would like to thank ************************* for being a valued customer and we look forward to assisting her on future claim should the need arise. 
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, August 7th,2024. Our 2017 **** F150 broke down and was unsafe to drive, we took it to ********** We purchased the vehicle August 11th, 2022 for a diagnostic. They were not able to find our warranty through total warranty services so they suggested we took Vehicle to ****, where they have the technology to read the Computer. We proceeded to do so and or quickly shot down with a warranty again. However, I knew that we had a drive train warranty so I was not going to give up on a $19,000 repair out of pocket that we would not be paying. I was able to find that we had a warranty through total warranty services **** started a claim with them and had been waiting a week for answers. They refused to fix the issue with what **** was asking to do. Offering for a partial fix and leaving us to pay the rest out-of-pocket. I called the company asking for some resources. They refused to give it to me and told me we deal with thousands of claims a day we dont care what your sob story is, this is what we are offering you you can take It, or leave it plain and simple as that. Also not compensating for rental or helping out with the loss of missing many days of work due to not having a vehicle. They have been very inconvenient and unhelpful. I will never ever in my life ever again. They are awful.

  

  Business response

  08/28/2024

  A claim was initiated for this vehicle on 08/12/2024 citing a failure of the engine.
  
  The repair facility had no diagnostic information to provide regarding this failure and their findings.  The repair facility also did not have the parts and labor estimate for what would be needed to complete the repair that they were requesting.  We advised the repair facility what information was required to complete a claim, and the repair facility said they would call back with further information. 
  
  On 08/14/2024 the repair facility called for an update, and we had still not received a parts list for this repair.  The parts list was received later this same day and added to the claim.  The vehicle was then set up for inspection.  This inspection was completed Monday 08/19/2024.
  
  On 08/20/2024 TWS advised the repair facility that this claim was under review and that we were able to provide a cost-effective used engine to complete this repair. 
  
  This engine had fewer miles than the vehicle and would be covered under this warranty for as long as the account holder owned the vehicle and manufacturer maintenance guidelines were followed.  The service advisor at the repair facility agreed that they would accept this engine if a handling fee was added. 
  
  The repair facility called us back the same day to inform us they would not warranty this repair if we supplied the part.  We again advised the repair facility that the engine supplier and TWS would carry the warranty on the supplied part and labor.  The repair facility would only be responsible for providing a warranty on their workmanship.
  
  The repair facility then advised they would not accept our supplied part and would only replace the engine with their part.  We advised the repair facility that as the administrator of this contract we do have the right to supply a remanufactured or used part to complete all repairs.  See below for actual Warranty language.
  
  WARRANTY STATES: Replacement Parts At our discretion, replacement parts used on covered repairs may include non-original equipment manufacturer parts, new remanufactured or used parts that meet the quality standards of the repairer or us.
  
  It is noted that the repair facility was requesting $12,945.51 for their new engine.  This is $5613.51 over National MSRP ($7332.00).
  
  This repair facility was also willing to supply their own used engine for a price of $12,825.99.  This used engine quote was $5493.99 over the price of a new engine assembly from the manufacturer.
  
  TWS informed the repair facility that we could supply the part for this repair, or $500.00 would be added to the cost of our supplied part and applied to their engine. This would make the account holder responsible for the difference.  The repair facility said they would discuss this with the account holder and let us know.
  
  On 08/20/2024 TWS received a call from the account holder for more information regarding this claim.  The account holder spoke to both a customer service representative and a mechanical claims adjuster during this call.
  
  During this recorded phone call, we explained to the account holder that this Warranty specifically states that new, used, or remanufactured parts may be used when completing a repair. 
  
  We informed the account holder of our efforts to work with the repair facility to reach a resolution, but they were not willing to come to a reasonable agreement. 
  
  During this call, the account holder said that she felt we were a multi-million-dollar company, and we should just pay the $5,000.00 difference to make it easier.  Our adjuster advised her this was not ethical or reasonable and again informed her of the warranty terms and conditions.
  
  This recorded phone call has been reviewed by a supervisor and at no time was a TWS employee found to be rude or disrespectful to the account holder. 
  
  The phrase we deal with thousands of claims a day and we dont care about your sob story, this is what we are offering you can take it or leave it.  was never said during this call.
  
  This vehicle was moved to another repair facility that was willing to work with TWS and at this time this claim has been authorized in the amount of $13,183.03.
  
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a diagnostic from a dealer, car was found to have an oil panel leak, that part is especially cover by the warranty company, they deny coverage after receiving a picture from the dealership, alleging that the part of damage to an outside force, car never have any accident that could have caused that damage. I was charged $550, oil pan replacement 947 plus tax and rear brake 615 plus tax. non was cover by the warranty company.

  

  Business response

  08/16/2024

  A claim was initiated for this vehicle on 08/13/2024 citing a failure to the oil pan.  The repair facility reported that this metal oil pan was in fact cracked and leaking.
  
  For documentational purposes, photos were requested showing this leak.  The photos show a crack that has formed stemming from the oil drain plug threads and extending out several inches.  This is indicative of an oil pan that has been damaged due to over torquing the drain plug.   This type of damage is not covered in this contract
  
  This contract clearly says that it provides coverage for Breakdowns.  See below for actual contract language.
  
  Contract States: I. KEY TERMS Breakdownmeans the failure of any original or like replacement part covered by this Service Contract to perform its intended function(s) in normal service
  
  The damage to this oil pan did not happen during its normal intended use but occurred because of outside influence. This oil pan repair was correctly denied. 
  
  A mechanical failure to the rear brake system was never reported to TWS.  If this was a brake service replacing wear items, this would not have eligibility on this contract.  This contract does not cover maintenance related repairs.
  
  If there is a mechanical failure to the brake system on this vehicle, we would ask the account holder to have the repair facility notify TWS of this issue so it can be reviewed for eligibility. 
  
  We can be contacted through our main line at **************. Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am 6pm EST
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer response

  08/23/2024

   
  Complaint: 22152384
  
  I am rejecting this response because: Absolutely nothing has caused damage to that part of the car.  They saw a blur picture of the part and assume that it was caused by an Outsite force. They did not have someone onsite to do an inspection and determine the damage. They just ask for a picture. That company does not have more than two stars in their review because they job is denied claims that should be covered
  
  Sincerely,
  
  ******** ****

  Customer response

  08/27/2024

  I was able to be replaced part and kept part for review. Image attached. according to the mechanic there was no way that the crack was caused over torque, I have the part with me in case there need to be an inspection. 

  

  Business response

  08/27/2024

  TWS has articulated in detail our reasoning for this claim denial in our two previous responses. 
  
  This failure was reported as damage to a part that did not happen performing its normal function during its intended service.  The metal pan is physically cracked and leaking.
  
  This crack was due to outside influence and does not constitute a Breakdown as outlined in this contract, and this claim was correctly denied. 
  
  TWS has nothing further to add to this review and this claim will remain denied at this time.  Please see previous responses for photos and further details. 
  
  
  Kind regards,
  
  
  Total Warranty Services.
  

  Customer response

  08/27/2024

   
  Complaint: 22152384
  
  I am rejecting this response because: I have the actual part with me. Please arrange for inspection, *** did not inspect the part, they just saw a picture. 
  
  Sincerely,
  
  ******** ****

  

  Business response

  08/30/2024

  This failure was reported by the repair facility as a crack in the metal oil pan.The photo provided of the failure clearly showed the damage / crack of the metal oil pan. 
  
  This failure does not require an inspector to be dispatched for verification. As stated in our previous response, this claim will remain denied at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer response

  09/10/2024

   
  Complaint: 22152384
  
  I am rejecting this response because I took the car to a mechanick, I was told that the oil pan burst, nothing to due with outsite force. I still have the part if you want to inspect. I can also send a picture with the part clean for you to see. 
  
  Sincerely,
  
  ******** ****

  

  Business response

  09/12/2024

  We concur with Mr. ***** assessment that the failure is unlikely to have been caused by a vehicle collision or accident.
  
  As we outlined in our initial response, the damage observed is consistent with over-torquing of the drain plug. The crack originates at the drain plug threading and extends outward, which is characteristic of such force. Furthermore, the rounding and marring on the drain plug bolt head is consistent with over-torquing. A metal oil pan would not crack unless subjected to excessive force.
  
  We also previously noted that no brake system repairs were requested at the time of initial contact. If the repair in question was a maintenance service, such as brake pad or rotor replacement, this would not be covered under the *************** Contract, as maintenance services are excluded from coverage. However,if there was a failure of a non-wearable brake system component, we advise ******* to contact *** to report the failure and provide details. Should the repairs have been completed without prior authorization, we can provide guidance on possible reimbursement consideration.
  
  Kind regards,
  Total Warranty Services

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car presented to dealership with coolant leak. Water pump replaced under warranty, but warranty service is refusing to cover the replacement of the leaking radiator. Dealership mechanics, and my own eyes, have determined that the radiator simply failed via solder joint or weld. Warranty service says radiator was hit by a foreign object and has a hole. I personally looked at the radiator and did not see a hole. Warranty service also tried to tell me that my black car is actually white and that the radiator was leaking outward toward the grill instead of inward to the engine bay as seen by myself and by dealership's technicians.

  Customer response

  08/14/2024

  These are closer pictures of the back side of the radiator where the fan is. The leak is very clearly so close to the fan mount area that it would be nigh impossible to have something impact that area without also damaging the fan significantly. The is no "hole" in the radiator caused by an impact, and this leak if very clearly caused by a broken solder joint or pinch weld as is VERY COMMON for that specific area at the bottom of the radiator. The radiator and the water pump (intra-system failures) are a known and common issue with post-2018 ****** Corollas between 50k and 70k miles. I would also like to point out that the supervisor over my claim with the warranty was very dismissive to both myself and the dealership maintenance personnel.

  

  Business response

  08/16/2024

  A claim was initiated for this vehicle on 08/08/2024 citing a failure of the water pump. 
  
  During this initial call the repair facility reported that they had pressure tested the cooling system and checked extensively for leaks.  They were able to find that while under pressure the water pump was leaking from the housing.  The replacement of the water pump was authorized by TWS in the amount of $1079.73
  
  After replacing the water pump the repair facility called TWS back saying they had now found a secondary hole in the radiator.  In order to verify this secondary failure, pictures were requested. 
  
  Review of the submitted photos show the radiator now has a hole in one of the veins and there is subsequent damage to the cooling fins around this hole.  The picture shows liquid shooting out of the hole in a stream that would have been clearly evident during the initial cooling system pressure test. 
  
  This type of puncture / damage is not eligible for coverage on this contract and this claim was correctly denied. 
  
  This contract covers Breakdowns which are defined in this contract as; Breakdown means the failure of any original or like replacement part covered by this Service Contract to perform its intended function(s) in normal service 
  
  TWS has been in contact with the account holder via phone and explained the reason for this denial.  We look forward to assisting the account holder on future claims should the need arise.
  
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer response

  08/19/2024

   
  Complaint: 22140973
  
  I am rejecting this response because:

  The radiator has clearly not failed due to outside damage. The "damage" is consistent all over the radiator and the leak is clearly from a failed pinch weld. I do have 7 years of maintenance experience. I have seen what actual outside damage to a radiator looks like to include high speed FOD damage strikes and bird strikes. This is not consistent with anything other than the part failing on its own, which is a known issue with newer Corolla models.
  
  Sincerely,
  
  *************************

  

  Business response

  08/20/2024

  The damage that is shown in the photo that was submitted to TWS is not a failed pinch weld.  There are no welds around this area.  This is a puncture to a vein on the inside of the radiator. See picture attached.
  
  
  This picture clearly shows a puncture to a vein where no welds are present. It also shows a stream of liquid shooting out of the radiator when pressurized.  This should have been very easily identified during the original diagnostic when the repair facility pressure tested the cooling system if this leak was present. 
  
  There are no ***************** Bulletins from the manufacturer regarding this type of radiator failure, and this is not known as a common issue.  The puncture in this radiator is not eligible for coverage on this contract and this portion of the claim will remain denied at this time. 
  
  The water pump replacement will remain authorized on this claim in the amount of $1079.73 before deductible. 
  
  
  Kind regards,
  
  
  Total Warranty Service

  Customer response

  08/20/2024

   
  Complaint: 22140973
  
  I am rejecting this response because:

  The picture shown by the business is very different from the pictures I uploaded showing the leak at the edge of the radiator near the pinch welds. It also does not match any of the photos that were provided to me by the dealership. I also visually verified the location of the leak on the radiator with my own eyes and it is, in fact, right at the pinch welds on the edge.

  It also speaks to the volumes of the low quality of service that I as the customer would be blamed for the fact that the dealership technicians did not see a radiator leak on initial troubleshooting efforts.

  While it is appreciated that the warranty service is happy to point out that the water pump is "still" covered (I am at this point assuming covered as opposed to dropping coverage as a form of retaliation for a complaint) it would be more appreciated if the warranty company would fully honor their warranty and be significantly less dismissive of both the customer and the technicians. I do not trust this company at all.

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2014 ****** pathfinder platinum in for a transmission issue. I was told the claim would be filed with TWS. I called that company a couple of year ago and requested a recorded call to confirm that should anything ever happen with this my call was on file to make sure they were able to do what they said was required for approval of any powertrain related claim. I asked the *** on the phone if she could confirm exactly what was needed should I ever in the future need warranty services and she said keep up with your oil changes. Now fast forward to Friday 8/2 I drop my car off because it started acting weird with the pulling, was told it was the transmission. Ok wonderful I provided all of my oil changes, every single one. My claim was denied due to insufficient proof of maintenance.

  

  Business response

  08/12/2024

  A claim was initiated for this vehicle on 08/02/2024 citing a failure to the transmission.  This claim has an estimated repair total of $6,727.12.
  
  The Limited Lifetime Powertrain Warranty on this vehicle was provided to ************************* at no cost during the purchase of this vehicle. 
  
  This Warranty clearly states that to remain active all manufacturer maintenance must be completed as outlined in the owners manual and all records of these services must be kept by the account holder and furnished to us for review upon request.  See below for actual Warranty language.
  
  Contract States: TERMS AND CONDITIONS MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain Warranty valid, you must follow the maintenance procedures listed below.
  
  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 the evaluation of the maintenance records that were submitted to TWS, it was found that there are a total of 8 services that were missing.
  
  This included 4 ******** and filter services, 2 air filter replacements, 1 spark plug replacement, and 1 coolant service. 
  
  If the account holder can provide further documentation showing these missing services have been performed, TWS would be happy to review these documents.  This claim cannot proceed due to the Warranty maintenance requirements not being met at this time.
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ********** Jetta 12/2021 from **** Team ********** on Manchester ** at time of purchase I bought a Gap Exstended warranty and a Gap Theft Warranty I was explained that the purpose of the Gap Theft Warranty was that if the car becomes stolen that I would receive a check for $5000 to purchase another car. Around 02/01/2024 my 2021 ********** Jetta was stolen so I filed a complaint with the *** gap theft warranty I sent in all the required documentation that they ask for. I reached out to *** Theft department asking when will I receive my Theft Warranty check some one from customer service department said I had to go back to **** Team ********** and purchase another car that the car had to be new with less then 500 miles on it I as to speak with supervisor she said one would reach out to me in a couple of days . A week later someone call me told me i can go to any dealership and purchase a car but it had to be new with less than 500 miles I explain to the supervisor that that was what I was told at the time of purchase when I bought the Exstended Theft Warranty I explained to her that I was told by the service warranty contract manger at **** Team ********** who sold me the Theft Warranty that I would receive a check for $5000 so that would be able to go and purchase another car he didnt say that the *** gap warranty company would have the right to tell me where and what type of car I can purchase and that I had to purchase a car before I would receive my Theft Warranty benefits. I would like for *** Gap Theft Warranty to release my $5000 Theft Warranty check so that I can go and purchase the car of my choice that was the purpose of me buying the Theft Warranty. I have spoken with some one Alis on Friday 8-2-2024 explained to her that I have tried to purchase a 2021 Infiniti on 7-23-2024 at ************************************* for $27000 that I need the $5000 check for a deposit she said that I had to purchase the car first how can I purchase a car without deposit

  

  Business response

  08/09/2024

  ******************,
  Thank you for reaching out to us regarding your ********************************** Product Warranty (Theft contract). We recognize how frustrating and stressful this situation can be. Our goal, through the Theft contract, is to support you in replacing some of the costs incurred due to the theft of your vehicle.
  As we have discussed on multiple phone conversations, the Theft contract is designed to assist you with expenses when you purchase a replacement vehicle.  The replacement vehicle needs to be purchased within 60 days of the date the insurance company makes payment on your stolen vehicle. The contract specifies that the replacement vehicle must be purchased within this timeframe to qualify for the contract benefits (it is not just a contract that offers a $5,000.00 payment).
  On July 23, 2024, a representative from **** Team dealership contacted our office to inquire about the remaining documents needed to complete your theft claim. We provided the necessary information and reiterated the 60-day timeframe for purchasing a new vehicle.
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.     

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