ComplaintsforTotal Warranty Services

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2018, I purchased a brand new truck. The dealership sold me a warranty through Total Warranty Services. I paid on it every month. I took my truck into the dealership on 11/8/21 to have a vibration looked at. They told me they thought it was the torque converter. The dealer contacted Total Warranty Services. Total approved the claim. I picked up the truck and I got on the highway and it was still vibrating. I took it back and they told me it might be the transmission. They contacted Total again and they denied the claim. They said I breached the contract. I have most of my work done at Green Toyota.

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/07) */ Mr. ********, Total warranty services received two separate claims for your vehicle due to the eligibility of the components requested by the repair facility. Your claim was initially called in for a shutter at 30mph on acceleration. The repair facility found a Technical Service Bulletin which required a software update to resolve the concern. After the claim was authorized and did not resolve your concern, the shop requested a transmission replacement which is eligible for coverage under your Limited Lifetime Powertrain contract. This free giveaway contract requires that maintenance is performed according to your vehicle owner's manual. We began the claims process by requesting the maintenance history of your vehicle and found that there are 6 missing services needed to proceed with your claim. This verbiage is located in the "Maintenance requirements" section of your contract which reads, "Your vehicle must receive all scheduled maintenance as recommended by the manufacturers owner's manual". Your claim was not denied however, the requirement would need to be met in order to proceed with coverage on your transmission. If you'd like the complete list of the maintenance currently missing, please reach out to our contact center at (XXX)XXX-XXXX. With kind regards, TWS Management Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have done everything to the vehicle suggested to me by the dealership except the coolant flush and spark plug change. The dealership marks good on everything on their checklist for my truck when it's serviced every 10,000 miles.i trusted them to do what was necessary or inform me. They recommend to me one time to change my air filters. They said they weren't very dirty but it wouldnt hurt. They gave me the numbers to cross reference and I changed them. I do not drive in dusty conditions or on gravel roads. Why were one of the repairs approved but not the other? My warranty is either good or its not. Should I not trust this dealership in the future? Business Response /* (4000, 9, 2021/12/14) */ Mr. ********, The initial claim was authorized under your Vehicle Service Contract which is separate from the Lifetime Limited Powertrain warranty. The Lifetime Warranty requires that the maintenance is performed in accordance with the owner's manual as defined in the contract. The owner's manual requires that the air filter is replaced every 30k miles which is the majority of the missed maintenance on your vehicle. Please provide the multipoint inspection reports and proof of purchase for your air filter to ***********@totalwarrantyservices.com for further review. With kind regards, TWS management Consumer Response /* (4200, 11, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm paying a lot of extra money for a warranty that is no good. I was told this warranty was the holy grail of warranties and it would cover anything from a headlight to a backup camera. I have an associates degree in Diesel Mechanics and have been working on vehicles for a long time. I understand how this stuff works. Toyota Corp. said they would've fixed this issue no questions asked if I would've been paying my extended warranty to them but I wasn't given an option when I bought this vehicle. I told BBB that I would pay to have the transmission put in if you guys would cover the cost of the transmission. I'm an honest man and I expect to be treated so in return. Business Response /* (4000, 13, 2021/12/30) */ Mr. ********, As previously mentioned, the Lifetime Limited Powertrain warranty is a free giveaway contract and is separate from the Vehicle Service Contract that was purchased with your vehicle. The requirement per this contract is to perform services in accordance with your vehicle owner's manual. The majority of your missed services are air filter replacements and if you're able to provide the multipoint inspections that the dealer performed at the required intervals, your claims would be reviewed for coverage. Please contact our maintenance verification department at ***********@totalwarrantyservices.com. With kind regards, TWS management Consumer Response /* (4200, 15, 2022/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im a highly respected man in my community and a lot of people have a high respect for my family and I. I work for several large petroleum companies and together they own over 6,500 convenience stores and I see a lot of people in a day. To be honest I don't care how you shuffle your paperwork. The fact is I'm paying you a lot of money. I love to write and I've had plenty of time while getting the run around from "Total" Warranty Services and Green Toyota to write an article revealing the deception and poor customer service I have received from both parties. I will be sharing this article with every news paper from Springfield, IL to Quincy, IL and the surrounding areas. That's about 120 mile stretch not including the surrounding areas. I've talked to the local news and they have already agreed to have me on their station. I have also already told 7 people in the last week that were interested in new cars to avoid Green Stores and Total Warranty Services at all costs. I've told them about my experience with both and they took my advice like the gospel. My goal here is to make sure not a single person makes the same mistake of dealing with Green or Total Warranty Services like I did. Bad news travels a lot faster than good news. Thank you for your time.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/08/2020, I purchased a CPO 2018 Mazda 3 from Southern Palms Mazda, I bought the extended warranty. One year later, my battery died, only 1 year off the lot. 09/27/2021, I called 1-800-Mazda, they told me to contact dealer (South Palms Mazda), so I did, and the lady on the phone (Customer Relations Manager Emily Budd) told me to contact "Total Warranty Services" which is, what I learned, the 3rd party company I seemingly bought my warranty from. I called the 1-800 number provided (their only number) and it was not working, I tried several times however I was greeted with an automated message about how they were having technical difficulties, so i contacted them the only other way provided, via their email form on their website, I marked the message "URGENT" as my car was dead. It's been 11 days, still no response. Contacted Mazda dealer to cancel, seeing as they were not available, it seems like a clear cut scam. I want a FULL refund, and my complaint against "TWS" to be filed.

  

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/10/11) */ Mr. ********, Our phone system was experiencing technical difficulties on the 27th of September for a duration of 1 hour and 30 minutes. The system has been back up and running with calls received between the hours of 8-7PM Monday - Thursday and 8-6PM on Friday since the technical difficulty. I can assure you that we are not a scam and apologize for the inconvenience this may have caused. We are available for any questions or concerns during our normal hours of operation. Battery replacements would fall under maintenance items which are normally excluded on most mechanical breakdown contracts, but we can take a deeper look into your specific policy for coverage if you can provide a contract number and/or VIN number for reference. The dealer can process the refund as a pro-rated amount since a year has passed, but considering recent events, we will assist with a full refund on your contract if you'd like to proceed with this route. Can you please provide your contract number or VIN number so that we can notate your contract? With kind regards, TWS Management Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm inquiring as to why my email was never returned. It is odd that the exact duration of me trying to reach you by phone, the phone system was down, however I then sent an email via the form on your website marked "URGENT", why was that never answered? It's about contact in general, not just the phone. Why were you not interested in responding to my email? Business Response /* (4000, 9, 2021/10/14) */ Mr. ********, The desired resolution to this BBB case was to refund the contract which you stated was already requested through the selling dealer. We'd like to ensure that we're able to locate and document your contract appropriately to confirm that your refund is in process. Furthermore, we would be able to provide you with information regarding coverage on your contract. Can you please provide the VIN number for the vehicle and/or contract number? If you have any additional questions or concerns, you can contact us at (XXX)XXX-XXXX during our normal hours of operation which are Mon-Thurs X:XX-X:XXPM et and Fridays from X:XX-X:XXPM et. With kind regards, TWS Management Consumer Response /* (2000, 11, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) My vehicles VIN is as follows: 3MZBN1U76JMXXXXXX Thank You, ****** Consumer Response /* (3000, 16, 2021/11/11) */ THey have since ignored me and NOT processed the remaining refund as promised. The last correspondance was them asking for my vin. Since then nothing has happened. I called the number provided they said they knew nothing about this, and if I can't provide them some sort of reference number from their end, there's nothing they can do about it. SO there is a miscommunication happening (which is why I'm cancelling in the first place :)), I'm still waiting for my FULL refund, FULL not PARTIAL, until that happens, I'd like this case to remain OPEN and UNRESOLVED. Thank You. Business Response /* (4000, 18, 2021/11/18) */ Mr. ********, The initial refund for the pro-rated amount was processed by the dealership as you initially requested. TWS has reinstated your contract and processed your cancellation at a full refund as previously promised. Please allow 10-12 days for receipt of your refund from the dealership. Your total refund amount is $1,573.00. Your contract has been notated with the information. If you have any questions or concerns, please call our contact center at (XXX)XXX-XXXX. With kind regards, TWS Management Consumer Response /* (4200, 20, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you very much. Can I get a reference number from your end. When I called "Total Warranty Services" I was told by one of your associates that without some sort of a reference number they could not help me, so please provide one. Also how is the refund being processed? Mailing a check? To which address? Business Response /* (4000, 22, 2021/11/23) */ Mr. ********, The reference number for your refund will be the last 6 digits of your Vehicle Identification Number, "XXXXXX". Your contract has been noted with the refund calculation and reference number. The refund is processed through the selling dealership and will be refunded as a check payment. If you've already received a partial refund, TWS suggests that you contact the selling dealership to confirm the residual payment as well as the mailing address they have on file for you. With kind regards, TWS Management

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sold a GAP policy through Nissan Coconut Creek on my 2015 Infiniti Q50. The sales pitch was that this policy would cover the loan balance in the event of a total loss. I provided all the documents to TWS and kept my account current with Infiniti Financial Services. My net payoff is less than the value of the car TWS received from NADA and they are using that as the excuse to not pay the difference on my loan. All because they over valued my car. I want my balance paid because that is the service I paid for. Almost $4,000 - which I had to pay out of pocket for a car totaled back in April. I feel like I have been scammed into paying for a service I never used and was suppose to pay a specific purpose. If they are refusing my claim, they need to give me back the full amount of my policy because Its unfair that I paid for a service I did not receive. I WANT THE NADA VALUATION SENT TO ME. How is a 2015 car going to be valued higher than what my payoff amount it?

  

  Business response

  09/21/2021

  Business Response /* (1000, 6, 2021/09/17) */ Ms. ********, Total Warranty Services (TWS) has reviewed your file to ensure your GAP claim was processed accurately and we can confirm that the claim has been processed in line with the terms and conditions of the Guaranteed Asset Protection (GAP) Contract Addendum. The outstanding balance as of the date of loss is in part largely contributed to the difference in value between your primary insurance carrier and the actual cash value of your vehicle (NADA). As part of the GAP calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by NADA. In doing so, the greater value is used. Please refer to Payable Loss under the Definitions section of the GAP 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. In your case, the primary insurance carrier valued your vehicle at $18,096.68 and NADA valued your vehicle at $22,250.00. NADA was the greater amount and therefore, the GAP calculation used NADA's value of $22,250.00. A copy of the NADA was emailed to you on 9/16/2021. 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 you reach out to your primary carrier with further questions. In addition, as part of the calculation of the GAP amount, we deducted the service contract refund $722.55 (this amount was credited to your loan by the dealership). To summarize: Net Payoff at time of Loss $21,798.59 Less NADA at time of Loss $(-) 22,250.00 Less Service Contract Refund (Dealer Refund) $(-) 722.55 GAP Benefit Calculation $(-1,173.96) Less GAP Refund (Dealer Refund) $(-)489.73 Once your claim was processed, the GAP calculation resulted as a negative amount ($-1,173.96), indicating that there is nothing to paid out through GAP. We have requested that Infiniti of Coconut Creek to cancel your GAP contract and send the refund to your lender. In addition, please note that you are responsible for the primary carrier deductible of $500.00. To further assist with the remaining loan balance, TWS has agreed to remit $1,000.00 as a goodwill payment ("Goodwill Amount"). The Goodwill Amount will be paid directly to your lender. The GAP Benefit Request will then be closed. Please feel free to contact our call center for further assistance. Thank you, Total Warranty Services Consumer Response /* (2000, 8, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is not what I wanted but its something so I am thankful for that. It is a lesson learn to never use this company or buy GAP policies from dealerships.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a new vehicle back in February 2021. The dealership sold me GAP coverage via TWS. In July 2021 I was in a horrible car accident ending in my brand new vehicle being totaled. I was under the impression that GAP does exactly what it stands for and would pay the difference between what my insurance paid out at fair market value and the remaining balance on the loan. I supplied TWS with all the necessary documents and waited. I had to contact them multiple times inquiring about my claim status. At this point, I have been without a vehicle for two months. I received an email notification (09/08/2021) stating they would only be paying $2,957.95 of the $6,329.47 that remained open with my lender. What an absolute joke that is. How do you sell a product to customers giving them the impression they are 100% covered then come up with some ridiculous calculation based on "Less Amount in Excess of 120% MSRP/NADA limit." BUYER BEWARE! This company is a SCAM.

  

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/09/15) */ Ms. **********, The company, Total Warranty Services, has been accredited with BBB since 2018 and has an A+ rating. We would like to assure you that the GAP calculation was processed in accordance with the terms and conditions of the Guaranteed Asset Protection (GAP) Contract Addendum. Please find a detailed explanation of the calculation to address your concerns in clarifying the amount paid and time frame in processing the claim. On 8/31/21, the last documents needed were received to process your GAP claim. The GAP claim was processed on 9/8/21 and payment was mailed to your lender on 9/10/21, 8 business days after receiving all the required documents. Below please find the Explanation of Payment: Net Payoff at time of Loss $50,623.69 Less Primary Carrier Settlement $(-)43,786.50 Less Primary Carrier Deductible $(-)500.00 Less Amount in Excess of 120% MSRP/NADA Limit $(-)3,379.24 GAP Payment $2,957.95 The reason for your balance is mainly due to the amount financed in excess of 120% of the MSRP of your vehicle due to the negative equity carried over from your trade in and due to your primary insurance deductible. As it relates to the deduction labeled, "Less Amount in Excess of 120% MSRP/NADA limit", the GAP Contract Addendum states, "In the event of a Total Loss to the Covered Vehicle, We agree to Waive the Payable Loss, subject to the terms and conditions herein. The Payable Loss will not exceed $50,000. The amount Waived will not include any amount financed in excess of 120% of the MSRP for new vehicles or 120% of the NADA average retail value for used vehicles on the Date of Contract." In your case, the MSRP of your vehicle on the date of contract was $41,135.00. To calculate the amount in excess of the 120% MSRP, this number is multiplied by 120%. This results in a maximum allowable amount financed of $49,362.00. The amount financed based on your retail installment contract was $52,836.00. This results in a difference of $3,474. Based on the terms of the contract, we further amortize this amount, and are left with a difference of $3,379.24, which is not eligible for coverage under the terms of the contract. Please note that we did cover a portion of the excess amount financed. In researching the reason for the increased amount financed, we found that you traded a 2015 Land Rover Discovery of which $11,868.69 was added to your current retail installment contract which resulted in the amount financed exceeding the 120% limitation. Finally, the remaining balance also includes your primary insurance company's deductible of $500 which is the customer's responsibility. TWS respectfully stands behind the calculation and payment made of $2,957.95 as it was processed per the terms and conditions of the GAP contract. Please note the amount paid for the GAP contract was $899. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance. Thank you, Total Warranty Services Consumer Response /* (3000, 8, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your GAP coverage is misleading and it should state that the vehicle will not be covered 100% despite being upside down. I already know that arguing this is pointless because Ive seen all of your other complaints. Howe your company gets an "A" rating is questionable. Maybe changing company names often helps. Regardless I will do what I have to, to insure other people aren't mislead by your product. I also fault the dealership for not fully disclosing the fine print and saying it would be covered 100%. I'm sure they get a kick back for promoting you instead of local credit unions who would protect their customers. Your company is a scam. Typical games to screw hard working people over. Business Response /* (4000, 10, 2021/09/23) */ TWS respectfully stands behind the calculation and payment made of $2,957.95 as it was processed per the terms and conditions of the GAP contract.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm trying to get a gap refund for a totalled car and *********** Nissan says Gap has the money and gap says Nissan has the money it's been 3 months trying to get it done

  

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/08/19) */ Ms. ***** A TWS supervisor has spoken with the dealership (Ted Russell Nissan) regarding your GAP refund check this morning. According to the accounting department a GAP refund check of $385.81, was mailed to Santander Consumer USA, on 8/17/2021. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at X-XXX-XXX-XXXX. Thank you, Total Warranty Services Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is 2028.26 still not paid and I'm not sure who has it Business Response /* (4000, 9, 2021/08/27) */ Ms. *****, We have 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. The outstanding balance as of the date of loss is in part largely contributed to the difference in valuation between your primary insurance carrier and the actual cash value of your vehicle (NADA). As part of the GAP calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by NADA. In doing so, the greater value is used. Please refer to Payable Loss under the Definitions section of the GAP 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. In your case, the primary insurance carrier valued your vehicle at $16,828.68 and NADA valued your vehicle at $20,925.00. NADA was the greater amount and therefore, the GAP calculation used NADA's value of $20,925.00. In addition, as part of the calculation of the GAP amount, we deducted the service contract refund $2,028.26 (this amount was credited to your loan by the dealership). To summarize: Net Payoff at time of Loss $22,651.35 Less NADA at time of Loss $(-) 20,925.00 Less Service Contract Refund (Dealer Refund) $(-)2,028.26 GAP Benefit Calculation $(-301.91) GAP contract Refund (Dealer Refund) $385.81 Once your claim was processed, the GAP calculation resulted as a negative number ($-301.91), indicating that there is nothing to paid out through GAP. We have requested that Ted Russell Nissan to cancel your GAP contract and send the refund to your lender. A check in the amount of $385.81 was mailed to Santander on 8/17/21. In addition, please note that you are responsible for the primary carrier deductible of $500.00. We regret that the amount paid did not fully pay off your loan balance. However, as stated above, TWS respectfully stands behind the outcome as it was processed per the terms and conditions of the GAP contract. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance. Thank you, Total Warranty Services Consumer Response /* (4200, 11, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 2028 is what is in question no on has received it Business Response /* (4000, 16, 2021/09/07) */ Ms. *****, Please review our previous response to your inquiry in which we detailed the calculation of your GAP benefit. In part, we stated that the outstanding balance as of the date of loss is in part largely contributed to the difference in valuation between your primary insurance carrier and the actual cash value of your vehicle (NADA). As part of the GAP calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by NADA. In doing so, the greater value is used. Please refer to Payable Loss under the Definitions section of the GAP 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. In your case, the primary insurance carrier valued your vehicle at $16,828.68 and NADA valued your vehicle at $20,925.00. NADA was the greater amount and therefore, the GAP calculation used NADA's value of $20,925.00. TWS respectfully stands behind the calculation as it was processed per the terms and conditions of the GAP contract. Please note, any remaining balance due on the loan is the customer's responsibility. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance. Thank you, Total Warranty Services Consumer Response /* (4200, 18, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is still 2028.26 left unavailable but no one seams to get it. Business Response /* (4000, 20, 2021/09/17) */ Ms. Mann, We understand there is a $2,028.26 balance, however GAP is not responsible for this balance. In part, we stated that the outstanding balance as of the date of loss is in part largely contributed to the difference in valuation between your primary insurance carrier and the actual cash value of your vehicle (NADA). As part of the GAP calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by NADA. In doing so, the greater value is used. Please refer to Payable Loss under the Definitions section of the GAP 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. In your case, the primary insurance carrier valued your vehicle at $16,828.68 and NADA valued your vehicle at $20,925.00. NADA was the greater amount and therefore, the GAP calculation used NADA's value of $20,925.00. TWS respectfully stands behind the calculation as it was processed per the terms and conditions of the GAP contract. Thank you, Total Warranty Services

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