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Complaint Details
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Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I submitted multiple documents with regard to my 2015 **** escape.My transmission needs to be replaced and I sent them everything. I keep getting I'm missing items proof . Well I'm not. The head person **** kind of tried to intimate me. I was speaking to another person in that department and **** was nasty to me. When I asked to speak to the other adj6ster he told me just so you know he reports to **** have not spoken to him at all but 3 other different gentlemen. I have all required documents and for some readonhe is finding everything todeny me. I just want my vehicle repaired and I know it should be with my lifetime powertrain policy. I owe $9000 ,on it and it will cost me $6000+ to fix out of pocket. Please advise. If documents are needed let me know.Ty
Business response
07/12/2023
********************** 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. ***** on Fords factory recommended maintenance schedule states engine oil and filter services are due every ****** miles,engine air filter replacement due every ****** miles, initial coolant service due at *******, and then every ****** miles after, spark plug replacement due every ******* miles, and transmission service due at 1****** miles. ***** 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 communications from the employee and consumer were direct, stating the adjuster would reiterate the contractual requirements, as explained by **** in the email thread.
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 ManagementCustomer response
07/12/2023
Complaint: 20288433
I am rejecting this response because: I have met requirements and have documentation to prove. Also I did pay for the Warranty.
Sincerely,
*******************************Business response
07/17/2023
********************** provided multiple documents that have been extensively reviewed. Many of these documents are purchase receipts from AutoZone, or DIY ************ uploads to Car Fax, which do not meet the contractual 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.
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 ManagementInitial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FRAUD! Was told by servicer that this company needed service records to do a warranty repair for my car. I sent the documents adjuster claim to have missing. Any other documents would be available by the dealer in which I purchased the car. I had free oil changes the first six months so whether not the dealership entered those are not my fault. I got a message from the dealership I have been using for some time and they said there were missing documents and the extended warranty company could not process.Business response
07/07/2023
******************** received a lifetime limited powertrain warranty at no cost with the purchase of her vehicle. The warranty requires that all scheduled maintenance be performed, and proof of service be provided in the event of a claim. ***** on Nissans factory recommended maintenance schedule states engine oil and filter changes are due every ***** miles, engine air filter replacement is due every ****** miles,spark plug replacement is due at 10***** miles, and engine coolant replacement is due at 10***** miles. ***** on the service records we received, the customer has not provided proof of 22 required services or provided a record that shows service was performed well beyond the manufacturers scheduled interval.
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 ServicesCustomer response
07/10/2023
Complaint: 20283006
I am rejecting this response because they were provided with the information they said was missing. Look at their reviews, they are AWFUL and do people like this all the time. With the number of complaints they have against them, I am surprised that a class action lawsuit hasnt been filed.
Sincerely,
***************************Business response
07/12/2023
Although there are situations with unsatisfied customers who have not adequately maintained their vehicles,we have exponentially more customers who are very satisfied with the coverage provided by their free Warranty. Total Warranty Services has paid millions of dollars in claims for covered failures when customers have adhered to the requirements of the Warranty.
******************** has not provided proof of the services which weve identified as missing. Below is a summary of service records received and services identified as missing. Ive attached copies of the records that we were provided (2 PDFs attached).
If she has additional records to provide, she can send these to [email protected] she provide proof that she has maintained the vehicle in accordance with the manufacturer requirements, we will gladly proceed with the claim.
Kind Regards,
Total Warranty Services
DATE Mileage SERVICES PERFORMED
11/04/22 155743 LOF
08/10/22 150076 LOF
06/02/22 145475 PLUG
03/03/22 137606 LOF
12/30/21 130660 LOF
09/21/21 124330 LOF
01/11/21 105570 LOF,AF
10/14/22 99458 LOF
07/29/20 93887 LOF
12/17/19 81247 LOF
05/20/19 64121 LOF
02/27/20 57667 LOF
12/01/18 46900 LOF
08/24/18 40758 LOF
03/02/18 28548 LOF
12/11/17 22719 LOF
10/05/17 16849 LOF,AF
07/20/17 11150 LOF
05/22/17 5610 LOF
2017 ****** PATHFINDER (0-170K)
LOF (SPEC IS CHANGE EVERY 5K MILES)
MISSING (2) BETWEEN 155K-170K
MISSING (2) BETWEEN 137K-150K
MISSING (1) BETWEEN 130K-137K
MISSING (3) BETWEEN 105K-124K
MISSING (2) BETWEEN 81K-93K
MISSING (3) BETWEEN 64K-81K
MISSING (1) BETWEEN 46K-57K
MISSING (2) BETWEEN 28K-40K
AIR FILTER (SPEC IS CHANGE EVERY 30K MILES)
MISSING (4) AT 46K,76K,135K,165K
COOLANT (SPEC IS FIRST CHANGE AT 105K MILES)
MISSING (1) AT 105K
SPARK PLUGS (SPEC IS CHANGE AT 105K MILES)
MISSING (1) AT 105K
Missing (22) total maintenance recordsCustomer response
07/12/2023
Complaint: 20283006
I am rejecting this response because:Here is a screenshot with 21 records missing, of which I sent service what I had with the exception of maybe 2 or 3. I told advisor that I didn't have the ones from the dealership where I purchased and that they were free. Now based on the reply from warranty company, I now need 22, which some items have *****************. All the information they forwarded is different from the original request.
Sincerely,
***************************Business response
07/17/2023
In our last reply, we included 2 PDF attachments with all records that we have received thus far. We are unable to locate the missing records that she states she already provided.
******************** can either identify the document name and page number(s) on these attachments that show proof of the missing services, or she can upload additional records if she has them.
She is correct that we previously communicated 21 rather than 22 *************** after carefully analyzing all documents received against the owners manual, we identified she was in fact missing more services than previously identified.Customer response
07/17/2023
Complaint: 20283006
I am rejecting this response because they are purposely denying peoples claims. Its up to the BBB to look into other claims against this company. I dont intend to stop here with this company. I will have this company investigated and all the claims that they deny.
Sincerely,
***************************Business response
07/18/2023
As mentioned in our previous replies: As the administrator of this Warranty, we are required to enforce its terms and conditions. We explained what service records are missing and provided ******************** the opportunity to provide additional documents or point out which pages of the documents she sent in show proof of the missing services. She has not elected to do either of these things; without proof that required services have been performed, we are unable to assist with the claim.
Kind regards,
Total Warranty ServicesCustomer response
07/19/2023
Complaint: 20283006
I am rejecting this response because:I am not satisfied and have turned in a different direction to have how claims are handled/denied looked at. It is okay to close on BBB end.
Sincerely,
***************************Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a powertrain lifetime warranty for my transmission and my oil changes was not enough to satify Total Warranty Services so they are not going to pay for my transmission. the car is a 2019 ****** SentreBusiness response
06/27/2023
**************** 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.
The claim has not been denied this morning we spoke with the ****** dealership who is performing repairs and explained that if **************** authorizes them to perform a past-due maintenance service, and they provide proof of completion, we can move forward with the claim.
A supervisor will reach out to **************** today to explain this to him, and remind him that future missed or late maintenance services may result in a denial of coverage as per the terms and conditions of the free **************** Warranty.
Kind Regards,
Total Warranty ServicesCustomer response
06/27/2023
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
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took my 2017 ***** Ridgeline recently into the *********************************************** ******************************* in ******, **** to get some repairs that should be covered under my Total Warranty Services Platinum Plan. The truck is still within the warranty period per mileage and time. I have taken this truck and my ***** Odyssey which is under warranty as well a couple of times in the past. Each time the customer service technician has had a very difficult time getting to speak to a person using the only number provided in the warranty documentation. They get stuck in a phone tree and either get a busy signal or they get put into a waiting que to talk to someone, only to wait for upwards of 20- 30 minutes then eventually the phone will hang up on them. I have had to leave my vehicles longer than necessary at the dealership because they can't get a hold of anyone from the warranty company. They try multiple times at different times of the day to see if they can get through, all without success. In the past they were eventually able to finally get a hold of someone and get the situation resolved but this last time they tried to contact the company for 2 days without success. I finally couldn't wait any longer and had to get my truck out of the dealership for work and had no choice but to pay the entire bill and hope to get a reimbursement later. I paid a lot of money to get the most comprehensive plan they offered, the "Platinum" plan, and I should not have to deal with this. I would say it was poor customer service but really it is no customer service. I have a ********************** issue on my ***** Odyssey that I need to take in shortly and I'm very concerned I won't be able to get a hold of anyone then either. I would like the company to review the paperwork I've submitted and refund me the balance owed. I would also like a better phone number to get a hold of an actual person at the company should we have this problem again. - *********************Business response
06/22/2023
We searched all inbound call records for the dates that Mr.******** ******* was at ************************* ***** no phone calls were received from this dealership, it would appear that the repair facility did not call into ** at all. Our hold times on these dates averaged less than 2 minutes.
Our contact number is ************. In the future, we would request ****************** reach out to TWS prior to repair completion if it is alleged that TWS cannot be reached, as the ******* service contract excludes coverage for unauthorized repairs.
As a courtesy, we will reimburse ****************** for the repair costs, less his $100 deductible. He will receive a check in **** business days.
A supervisor has left a voicemail for ****************** to address any additional concerns he may have.
Kind regards,
Total Warranty ServicesCustomer response
06/23/2023
Better Business Bureau:
I talked with ***** at TWS and I explained to him that 2 technicians tried to call several times on different days but *** said they have no records of any calls from **** on those days. I know this is false because I was with one of the techs when he tried to call, only to get put into the queue again. ************************** is the largest ***** Dealership and ************ in the state and they deal with warranties all the time. The reason no claim was filed prior to the repairs was because they couldnt get a hold of anyone to do so. I ended up out of frustration paying for the repairs out of pocket and was forced to file this BBB complaint. To his credit ***** said he would double check the phone records and informed me a check was sent out for the balance minus the $100 deductible. I hope this was just a glitch in their phone system. Seeing as how I receiveda call quickly from TWS after the consent was filed and the check is on its way I am satisfied that TWS has corrected this particular complaint.
Sincerely,
*********************Initial Complaint
05/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Total warranty services are by far a fly by night outfit. My two vehicles were totaled in a flood. Both were financed though different banks same insurance geico. Geico paid immediately for both vehicles, my gap insurance covers the remaining balance. One car was paid in full within a week, total warranty services on the other hand, has done nothing. I called my bank there is **** balance not yet paid from tws if I wouldn't have called I would have to pay the remaining **** to the bank. I have 7 bridges to cross b4 I send the claim in. A minimum of 14 working days to review the claim. This is a scam business, and I can prove it. Geico or any other large insurance companies have ever heard of filing a police report for a natural disaster. It's a flood,flood came from 3 days of rain in s **. Police cars weren't coming to help anyone let alone file a police report because of a flood. What more is needed for proof. This is just one hurdle, 6 more on top of this that are just as bad before the claim can be smitten.Business response
05/05/2023
******************,
Total Warranty Services (TWS) has been accredited with BBB since 2018 and has an A+ rating. We have been in business since ************************************************* force.
With regards to your GAP claim, TWS was notified, and a claim was started on 05/02/2023, just 2 days ago. The Guaranteed Asset Protection (GAP) contract under Loss Document Procedures, details and lists all the documents required to process a GAP claim. Please note our emails and website also states: Provide a copy of the police report or notarized written statement (from customer) if no police report available. We understand that no police report was issues for a flooded vehicle during the storms, and that is why we request the notarized statement from you.
All documentation needed to process your claim was received on 05/04/2023. The claim has been sent to processing and will be completed by 05/10/2023. At that time, an Explanation of Processing will be emailed to you.
Should you have any additional questions, please feel free to contact our call center for further assistance at **************.Initial Complaint
04/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my 2019 **** Explorer XLT into the dealership to have my transmission looked at. I purchased the lifetime powertrain warranty through ******************** which is held through Total Warranty Services. The technicians at the dealership diagnosed the transmission and let the warranty company aware of the repairs needed and are asking for them to cover it due to the warranty I purchased. They asked for the maintenance records on the explorer, which involve oil changes and two air filter replacements, all of which have been complete and they have been given documentation. They obviously cannot read the invoices that I provided from the dealerships who performed the maintenance because they said I was missing two records of the air filter which was included in the invoice for the 30k mile recommended replacement and the 60k mile. Not only are they not wanting to cover the repair but they are asking for items completely irrelevant to the transmission repair needed. The factory recommended maintenance on the transmission is not due yet and all other maintenance has been completed with records provided. The repair shop has also asked why they are not covering it and why they need oil change records for a transmission repair completely unrelated and they are giving the run around. This is the only car that can fit all of my family members and I have been waiting for three weeks for a legitimate response as to why they won't cover it and they cannot provide one and are not timely in their responses letting days go by without responding. They ask for the same information that was provided to them already WITH RECORDS I have in writing now. I have been willing to provide these records but they're really irrelevant given that the repair is completely unrelated per the repair shops conclusion and TWS knows this.Business response
04/28/2023
************* received a **************** Powertrain Warranty free-of-charge with the purchase of his **** Explorer, he did not purchase this coverage.
To keep this free coverage active, the customer must have all scheduled maintenance performed as outlined in the vehicle Owners Manual and provide proof of required services in the event of a claim.
We received several emails with service history documents, and after thoroughly analyzing what was received, it was determined there were 4 missing required services.In the owners manual, **** ****** engine oil & filter changes are required every ****** miles (maximum) and engine air filter replacement is required every ****** miles. We did not receive proof of an engine oil & filter change between 0 and ****** miles or between ****** and ****** miles. We also did not receive proof of any air filter replacement at any point; as previously stated, these were due at ****** and ****** miles.
************* stated in his complaint that he provided proof of the air filter services at ****** and ****** miles; the documents he attached to his complaint are the same documents we reviewed previously, and we informed him that they did not contain proof of air filter replacement.
Attached with this response is a document that contains excerpts from Mr. ****** attachments for the service visits which he purports contain proof of air filter replacement, as well as excerpts from the Owners manual confirming the requirements from ****.
1) The visit to ************* **** at ****** miles shows they recommended an engine air filter, and an estimate was provided, but the repair was not performed.2) The visit to ********** at ****** miles shows only an engine oil & filter service was performed. No engine air filter part or labor charges were billed out. ************** acknowledged in an email chain with ** that it was not replaced but felt that because the ********** technician checked OK next to air filter, that he did not need it replaced. We explained the contract requires adherence to ****s requirements, not **********s.
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. Therefore, we are unable to proceed with the claim unless we receive proof that the required services were performed.
Kind regards,
Total Warranty ServicesCustomer response
04/28/2023
Complaint: 19989859
I am rejecting this response because:None of those items are even relevant to the repair needed, and if a certified technician looks at the air filter and determines it okay why would I have to replace it? That makes no sense. The one oil change that was past the interval recommendation was because it took me 5-6 weeks to get my car into the dealership due to required appointments and unforeseen wait times/requirements with covid-19 and non essential work.
Even if I had 0 oil changes, it is completely irrelevant to the repairs that are needed. Every time I took my explorer to the **** dealer I got *************** package and any time I went to ********** I also had everything checked at and ADDITIONAL maintenance done not required by the warranty. The factory transmission maintenance recommendation isn't even close to the mileage I currently have.
Sincerely,
*********************Business response
04/28/2023
As stated in our previous responses, the free **************** Warranty requires proof of all scheduled maintenance services outlined in the vehicle owners manual. As an administrator, we are obligated to enforce the terms of the warranty.
In accordance with the **** maintenance schedule, a **** technician recommended air filter replacement to ************** on his visit to ************* **** at ****** miles. He elected not to have this service performed. An inspection from a ***** Lube technician at a later point does not negate ****s requirements.
The vehicle was due for an engine air filter replacement at ****** and ****** miles, and we have not received proof of any replacement thus far.
Additionally, as outlined previously, there were two instances where more than the maximum engine oil/filter interval of ****** miles was exceeded: between 0 and ****** miles and between ****** and ****** miles.
We are unable to proceed with the claim unless we receive proof that the required services were performed.
Kind regards,
Total Warranty ServicesInitial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i bought a truck from a dealership *********************** buick the factory warranty was voided so i purchased the aftermarket warrant total warranty a year later my transmission went out 2 weeks ago and they refuse to fix it because its not stock. i purchased the vehicle that way and havent done anything to it myself. which is why i purchased the warranty since its not stock. why am i purchasing a warranty worth 3k and they arnt even gonna honor it regardless of how i bought the truck. thats not fair. now im stuck hitching rides, payed the towing fee to a shop and a diagnostics fee. i bought it as is and refuse to fix it.Business response
04/05/2023
****************,
We received a claim on your vehicle which experienced a shudder at low speeds and slipping within specific gears. We proceeded to inspect the vehicle and found multiple modifications which are designed to increase the power output above what is set by the manufacturer.The failure and wear to your transmission were exacerbated by the modifications, therefore, your claim was denied for a failure due to or involving modifications. Furthermore, the contract specifically excludes failures that wouldve otherwise been covered under the manufacturers warranty.
This verbiage can be located on page 4 of your contract, Section 3 what this service contract does not cover,line items 2 and 14. The contract was purchased through *********************** Buickwhich is processing the cancellation.
If you have any further questions or concerns, please reach out to our contact center at *************.
With kind regards,
TWS ManagementInitial Complaint
03/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my truck in may of 2022. When I was sold a vsc to go with it. The finance manager at dealership said this would save me money. I had a wheel hub go faulty in November 300 miles to the nearest dealership but 10 miles from repair facility 19 mile tow was 350 dollars so I didnt ask the cost to take to dealership. I paid for repairs out of pocket and to be reimbursed because thats what the contract stated. Before I could on January 30th 2023 the other wheel hub (covered part)went bad and also took out the brake Rotor, pads, and caliper. (Not covered). Also taking out upper and lower ball joints as well as axle shaft ( also not covered). My contract clearly states if a covered part fails and takes out non covered parts that they will pay to replace non covered parts. They have taken 2 months to deny and stall and since its winter and the truck has sat for 2 months in subzero temps. Its now taken out both batteries. Now I have a vac Im paying for in my financing agreement Paid 2 months of car payments.for a vehicle I cant drive. That contract clearly states should be repaired. And 2 months of satellite radio on a vehicle I cant drive plus auto insurance for a vehicle I cant drive. And Im sure theyll drag their feet another 2 mO ths as I cant get to work without my truck or I take my cancer stricken mothers card that I gave her to get to work as she will have to pay a cab or transport service. To get to the doctor to receive her cancer treatments. The entire reason I bought this vsc was so it was promised to me at the dealership it would be hassle free and easy to get vehicle repaired on the unlikely chance Id have to file a claim. Well they were wrong its been nothing but a hassle and a calamity I wouldnt wish on my worst enemy.Business response
03/22/2023
TWS received a claim from Red Rock Auto on 02/07/2023. We were informed the customer complained of negative camber on the right front wheel (leaning in). They discovered a very loose wheel bearing, and requested authorization for replacement. We authorized $671.63 for replacement of this bearing.
A week later, on 02/14/2023, Red Rock auto called back to report that the wheel bearing was so loose that additional components were damaged including the axle shaft, brake caliper,rotor, and ball joints. We requested that the technician email photographs and call back after sending them. They called back on 02/22/2023 at which point we informed the advisor that the additional required components are not eligible for coverage as the contract states We will not pay benefits for additional loss or damage which is occasioned by your or operators failure to use all reasonable precautions to protect the vehicle from any further loss or damage after a breakdown or failure has occurred or been indicated.
Long before a wheel bearing fails to the point that the wheel caves inwards, it will become noisy and present a steering wheel vibration. If the driver continues to operate the vehicle, it can eventually result in additional damages. An exception being if a collision or impact immediately precedes the failure; this contract also excludes collision related damages.
The photos we received show the truck is equipped with a large aftermarket steel push style bumper that shows signs of impact, as demonstrated by scuffing and a thick-walled steel tube bent inwards. This damage is consistent with collision that would have a direct impact on steering and suspension components. A copy of this photo is uploaded with this reply.
We will stand by our authorization for the wheel bearing replacement for the claim at hand, however the additional requested components will remain denied for the aforementioned reasons. We will not reimburse for the wheel bearing repair that was completed in November without prior authorization as the contract excludes coverage for repairs made without prior authorization.
Kind regards,
Total Warranty ServicesCustomer response
03/22/2023
Complaint: 19620486
I am rejecting this response because:
This is absurd the wheel hub assembly broke took out all other parts as the complaint states Ive not had any kind of impact with anything the bumper never had fog lights put in youre calling damage The contract clearly states covered part takes out non covered parts it replaces them this is ridiculous I wasnt even reimbursed for the tow Im stuck with a damaged truck Ill call my attorney forensic mechanics? Or warranty company? Id stick to ********************** your forensics are way off Im only asking for what I am due I am a consumer and you sold me a warranty and now you dont wanna pay whats due how many of these never have claims and youve gotten rich off of this is ridiculous to argue and fight me over **** bucks A lot of money to me nothing for a corporation that gets over on people for profit how do you sleep at night knowing ***** for a truck that its obvious what happened ************************* can see it but now I have paid in advance to you to fix it and now I gotta pay again because nobody will stand up to you do whats right or Ill do everything I will take you in front of a jury and theyre made of consumers I dont want anything but you to fulfill your contractual obligationSincerely,
*************************Business response
03/29/2023
As indicated in our previous reply, wheel bearing failure that is unrelated to sudden impact or collision will initially present with noise and vibration long before it would become loose enough to cave inwards and damage additional suspension and drivetrain components. Whether the additional damages occurred due to continued operation after a failure was indicated or it occurred due to impact or collision, it is not eligible for coverage under this *************** Contract. In our previous response, we cited contract verbiage supporting these denial reasons. As was also mentioned in our previous response, the repairs performed in November without prior authorization are not eligible for reimbursement as the contract specifically states repairs must be authorized prior to completion.
We have set up a reimbursement to ************ for the maximum towing benefit amount of $75. He will receive this check within 10 business days.
kind regards,
Total Warranty ServicesInitial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They refuse to authorize repair of my thermostat on my car which is clearly covered under the warranty.Business response
02/28/2023
On 02/24/2023, We received a claim from ****** CDJR for replacement of the cooling system thermostat on Ms.******* 2013 Dodge Durango.
**************** has Standard level coverage, which provides coverage for specific components that are listed in section II What this Service Contract Covers.
Unfortunately, the thermostat is not listed for coverage. The contract specifically states that Parts not listed are not covered.
This contract does provide valuable coverage for a variety of other specifically named engine,transmission, and drivetrain parts. We look forward to the opportunity of providing coverage for covered components should a future breakdown occur.
Kind regards,
Total Warranty ServicesCustomer response
03/01/2023
Complaint: 19511786
I am rejecting this response because: I paid for the gold plan not the standard powertrain plan but regardless the thermostat is supposed to be covered under the powertrain plan
Sincerely,
***********Business response
03/07/2023
**************** purchased a ******** ********************************* Contract, not the Powertrain or Gold coverage mentioned in her reply.
************** *************** coverage does not list the thermostat as a covered item. Ive included 3 attachments:
1) Signature page of the *************** contract (****** contract.pdf)
2) The covered components section of the contract (Standard Coverage Components.JPG)
3) The final acceptance document detailing products purchased and declined (****** Final Acceptance.PDF)
Kind regards,
Total Warranty ServicesCustomer response
03/07/2023
Complaint: 19511786
I am rejecting this response because: That is not what I was sold at the dealership. I will take this up with the attorney general in Washington against the dealership which took my money for one plan and signed me up for another.
Sincerely,
***********Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I Purchased a platinum package warranty for our *** through Total Warranty Services and just recently the turbo went out. Long story short my wifes car has been at *** waiting for repairs for its second turbo and the timeline has been over a month because Total Warranty Services keeps sending junk parts to fix the car. *** called and asked why are they not putting a new turbo in this car that only has 42k miles? Total Warranty Services says its too expensive. Well my warranty package I bought was too expensive because it covers the whole car and yet I keep getting junkyard parts being sent. Buying a warranty though these people is a total joke and not to mention they dont care about the customer. If anyone is looking to spend thousands of dollars on a high end warranty package through Total Warranty Services, run and dont look back because these people dont care about you or your car. All they care about is taking your money. I regret giving them a dime because here we are over a month later and I still dont have my car fixed and this is turbo number 2.Business response
03/10/2023
On 01/13/2023, TWS received a claim from ************** for turbocharger replacement and right front speaker replacement. We supplied a used turbocharger assembly that passed inspection prior to shipment. In total, TWS paid $3,077.08 for these repairs.
On Friday 01/31/2023, TWS received a 2nd claim from ************** they requested replacement of 3 additional speakers. They also notified us of a turbocharger actuator failure.We requested a copy of the estimate to be furnished to us, and the following Tuesday 02/03/2023 we issued authorization for the speaker replacement for $1,971.15 and informed service advisor ***** that the vendor from whom we ordered the turbo charger will pay them directly for the actuator replacement.
On 02/08/2023 service advisor ***** informed us after further diagnosis, the tech could not program the component and though the turbo itself might be defective. We emailed ***** on 02/09/23 for diagnostic information and an estimate. We did not receive a reply, so we sent an additional follow up message on 02/16/2023. We did not receive a reply,so our vendor agreed to supply a replacement turbocharger that had ****** miles to prevent further delay; this turbocharger arrived to the dealership the next day, 02/17/23. On 02/28/2023, service advisor ******* called and informed us that ***** had retired so he was taking over the ticket. We provided the same authorization information previously communicated to *****, and advised to send a signed copy of the invoice upon completion so we can process payment.
We have yet to receive the invoice as of today 03/10/23 and have had no further contact from the dealership. We reached out to ******* this afternoon to check status of installation of the turbocharger that was delivered 3 weeks ago, but we were unable to reach him.We will continue to reach out to determine the reason for delay.
Kind regards,
Total Warranty Services
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70 total complaints in the last 3 years.
19 complaints closed in the last 12 months.