Reviews
This profile includes reviews for Total Warranty Services's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 53 Customer Reviews
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Review fromShaniyah R
Date: 04/26/2025
1 star
What is the point of paying for GAP insurance, if it is not going to cover the remaining balance of the loan when you total loss your car? I totaled my car and my insurance company paid the value of the car and when it was time to file my GAP claim, Total Warranty Services paid only a percentage of my balance, leaving me to pay for a car that I do not have anymore. If I was not eligible for GAP insurance with TWS, it should have been communicated so I can go with another insurance company that covers my car. Oh yeah and the customer service is horrible.Review fromanthony s
Date: 03/10/2025
1 staranthony s
Date: 03/10/2025
Horrible customer service and there scamming so many people. I read some may testimonials that is same as mine and they scammed so many people. F- rating they should have
Total Warranty Services
Date: 03/17/2025
Mr. ******************************************** has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. 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 **** Official Used Car Guide adjusted for mileage and optional equipment."
NADA valued your vehicle at $33,300.00. The primary insurance carrier valued your vehicle at $27,861.00. The settlement amount was $27261.00 after the $600.00 deductible. Also, per the *** Addendum, *** does not cover the insurance deductible,it is the customers responsibility.
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.
If you should have any additional questions regarding your file, please feel free to contact our call center for further assistance at **************.Review fromCraig R
Date: 02/17/2025
1 starCraig R
Date: 02/17/2025
Have been fighting with this company for almost 3 months. I purchased a warranty for ******* when I purchased my truck. The motor has went out and the company is giving me the run around instead of replacing the motor. I have a disabled father that I am unable to take to doctors appointments due to the wheel chair lift is on my truck. My next option will be to seek an attorneyTotal Warranty Services
Date: 02/19/2025
On 12/30/2024, a claim was initiated for this vehicle citing an engine failure. The repair facility advised that a lifter had potentially failed, but they were requesting an entire engine replacement.
This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of the vehicle.
To remain valid, this Warranty requires that all manufacturers recommended maintenance be completed as outlined in the owners manual. It states that the customer is to keep copies of maintenance records and to provide them for review upon request. These records were requested on this initial phone call with the repair facility on 12/30/2024.
Maintenance records were received on 01/10/2025, 11 days later, and reviewed and verified by TWS the same day.
TWS contacted the repair facility on 01/13/2025 to continue the claims process and request an estimate be sent in for this repair. The repair facility had not verified the failure and had not provided a parts and labor estimate. We provided our email address for these documents to be sent in and advised the repair facility to call us back once they were sent to continue the claims process.
On 01/14/2025 we received an incomplete estimate from the repair facility that did not include manufacturer part numbers. The repair facility was advised of these requirements and asked to submit an estimate that contained manufacturer part numbers for pricing verification.
Ten days later, on 01/24/2025, the repair facility contacted us to continue the claim. We advised the repair facility we did not receive the updated repair estimate. The repair facility verified that they had misspelled the email address and sent these documents to the incorrect place. They advised us they would send a new email to the correct email address. Currently, we have still not received an estimate from this repair facility that includes manufacturer part numbers.
To verify this failure, *** sent an independent inspector to perform an in-person inspection on this vehicle. During this inspection it was noted that the engine had a slight tick that went away when warmed up. A compression test was performed and showed 0psi compression on cylinder #7. This is indicative of a lifter failure that is very common on these vehicles. This failure only requires engine replacement if metal debris is found in the system.
Photos of the oil in this engine were submitted and show no signs of the reported metal debris. There appears to be dirt / grass mixed into the oil sample in a photo from the repair facility.
TWS has followed up with this repair facility to request they perform a proper pinpointed diagnostic that shows the cause of failure and the extent of damage to this engine. This is standard practice and is necessary to ensure the customer vehicle is fixed correctly the first time.
*** will also assist the repair facility to get a proper estimate built for this claim. A TWS adjuster has spoken with the customer and the repair facility today and we will expedite the claims process once all required information has been received from the repair facility.
Kind regards,
Total Warranty ServicesReview fromGeena A
Date: 02/13/2025
1 starGeena A
Date: 02/13/2025
If you are purchasing ************* and Total Warranty Services is the company, DO NOT PURCHASE. My vehicle was a total loss and they have been terrible throughout the entire process. Their valuation for my vehicle at the time of loss was an arbitrary number pulled from JD Power that was EXTREMELY inflated. I provided data and evidence of the price of the same model/trim/mileage being sold in my region for thousands less for numerous vehicles, and provided my sales contract that showed me purchasing the car for brand new cheaper than they valued my used car with thousands of miles at. Cars are a depreciating asset, how could it be possible that my car would be worth more used with thousands of miles on it, then the price brand new. I spoke with them and their only response was our contract states we use JD Power. Even though I should evidence of this number being predatory and unreliable, that was their response. There was no way for me to see into the future and know that ** Power was going to over evaluate my vehicle by thousands some point in the future in a total loss accident. Additionally, they refused to calculate a correct payoff. It just so happens that the accident was on the same day that my payment was due each month. They calculated that payment into account for my payoff, but every amount of research will state that that payment should not be included. The contract states that any past due amounts, interest, etc, would not be included, but I was not yet past due. The verbiage of the contract implies that any remaining balance from the moment of loss would be considered, which would not include that payment. I escalated this many times and they refused to change this. Additionally, they put in the contract that you cannot take them to court. The only thing you can do is arbitration. I say all this to encourage people to get their GAP elsewhere, and to thoroughly read the contracts rather than signing at the dealership without seeing the full terms.Total Warranty Services
Date: 02/24/2025
Ms. ************************** allow this letter to serve as confirmation of receipt by Total Warranty Services (TWS) of your correspondence dated January 23, 2025 regarding the *** Addendum (a signed copy of which is enclosed herewith). It should be noted that TWS serves as Administrator under the *** Addendum. Please note that all capitalized terms used herein and not otherwise defined in this correspondence shall have the meanings as set forth in the *** Addendum.
We have conducted a thorough second review of the Claim and have determined that it was processed in accordance with the *** Addendum. As an initial matter, please note that the *** Addendum is a debt waiver whereby some or all of the remaining loan balance may be Waived, subject to the terms and conditions of the *** Addendum; it does not guarantee that the entire loan balance will be Waived in the event of a Total Loss.
Page 1 of the *** Addendum states that [i]n the event of a Total Loss to the Covered Vehicle, We agree to Waive the Waivable Loss, subject to the terms and conditions herein. Additionally, page 2 of the *** Addendum provides the following relevant definition:
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 *** AddendumThe 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. (Emphasis supplied).
As indicated above, the Net Payoff represents the unpaid balance as of the Date of Loss, as represented by the original payment schedule of the Retail Installment Sale Contract. Accordingly, the Net Payoff calculation for your Claim includes the 9/6/24 payment due to your Lienholder, as required by the Contract, irrespective of whether it was actually paid or not. Additionally, as no further payments were made after the Date of Loss, those delinquent payments and any associated late charges, penalty fees, etc. were excluded from the Net Payoff calculation.
With respect to whether the 9/6/24 payment was actually paid on the Date of Loss, please see the enclosed payment history provided by your Lienholder (Payment History), which reflects your loan activity through 11/14/2024. Notably, it shows that the 9/6/24 payment was paid and posted to your account on 9/6/24, the Date of Loss.
The Payment History also indicates that the 9/6/24 payment was subsequently reversed on 9/12/24, after the Date of Loss. Additionally, the Payoff Quote referenced in your correspondence reflects the unpaid balance of your loan as of 1/23/25, which includes the aforementioned reversal of your 9/6/24 payment on 9/12/24. Therefore, it does not properly reflect the unpaid balance of your loan as of the Date of Loss and cannot be used to determine the Net Payoff.
Accordingly, the Waivable Loss was correctly calculated as follows:
Net Payoff, as of the Date of Loss $ 34,803.47
+ Primary Carrier Deductible $ 500.00
- Actual Cash Value (ACV) $ 31,450.00
Waivable Loss $ 3,853.47
The Waivable Loss noted above was paid to your Lienholder in accordance with the terms and conditions of the *** Addendum.
Based on the aforementioned, it is our position that all contractual obligations have been satisfied and there is not a valid claim that would give rise to a demand for arbitration. However, if you believe the dispute remains unresolved, the *** Addendum requires the parties to submit to binding arbitration, which shall be governed by the Federal Arbitration Act and apply the rules of the ******************************** (***). If you choose to move forward with arbitration, you will need to contact the *** to obtain instructions for filing your demand, as well as a list of fees that you may be required to pay to the ***. Note that any fees or costs that you may be required to pay to the *** shall be in addition to any expenses that you have agreed to pay for the services of any arbitrators per the terms of the *** Addendum.
We trust this explanation resolves this matter. If you have any further questions or concerns, please feel free to contact me.Review fromDesmond M
Date: 01/30/2025
1 starDesmond M
Date: 01/30/2025
Im beyond disappointed with the warranty coverage provided by ***. Despite being a loyal customer and expecting fair service, their refusal to honor coverage feels like a complete betrayal of trust. Their vague explanations and unclear practices make it nearly impossible to get whats rightfully owed.The warranty terms seem intentionally designed to confuse and exclude customers from coverage when they need it most. Instead of being transparent and supportive, TWS resorts to technical loopholes and fine print to avoid their responsibilities.Whats worse is how rigid and dismissive their customer service is when you try to dispute their decision. Its not just a misunderstandingthis feels like a deliberate business tactic to minimize payouts at the expense of customer satisfaction.If youre considering relying on TWS for warranty coverage, I urge you to think twice. Whats the point of paying for a warranty that refuses to deliver when it matters? This was a complete letdown, and Ill be warning others to stay away.Total Warranty Services
Date: 02/06/2025
A claim was initiated for this vehicle on 01/29/2025 citing failures to the Drivers Side Door Master Switch, USB port, Cigarette Lighter Assembly, and Illuminated Grill Emblem.
This Gold Plus VSC has listed items coverage, meaning that only items that are specifically listed are eligible for coverage. The contract has a clear list of items that are eligible for coverage, and this list is in the same size print as the rest of the contract. (NO FINE PRINT)
The USB port, Lighter Assembly, and Grill Illumination lights are not listed items on this contract and these repairs were correctly denied on this claim.
The drivers side power master door lock switch is eligible for coverage. During the initial call with the repair facility on 01/29/2025, our adjuster requested a photo be sent in to verify the failure of the switch. The repair facility agreed to take photos and submit them for review.
TWS received a call from the customer on 01/29/2025 approximately 45 minutes after ending the call with the repair facility. Our **************** Representative reviewed the findings on this claim and the contract language regarding coverage.
The customer requested a copy of this contract be sent to him so he could review the contract terms and conditions. *** sent this to him via email during the phone call.
On 01/30/2025 TWS was notified by the repair facility that the vehicle had been removed from the repair facility, and they were no longer seeking coverage on the door lock switch.
This claim was noted and closed during that call on 01/30/2025.
TWS would be happy to reopen this claim for review if the customer chooses to return the vehicle to the repair facility for the door lock master switch concern.
If the customer has any further questions regarding this claim or the coverage of this contract, we ask them to reach out to us through our main line,**************. Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6pm EST.
Kind regards,
Total Warranty ServicesReview fromLori L
Date: 10/31/2024
1 starLori L
Date: 10/31/2024
Im completely DISSATISFIED with Total Warranty Services. On September 6, I took my 2015 Dodge Grand Caravan to the dealership where I purchased it. Transmission failed. *** denied repair converage, stating maintenance detail was missing. My job and therefore my LIVELIHOOD are vehicle-dependent, so Ive been struggling financially as well as in many other ways.None of the missing maintenance details contributed to the transmission failure I currently just want my life backTotal Warranty Services
Date: 11/06/2024
The **************** Powertrain Warranty on Ms. ****** vehicle was provided at no cost with the purchase of her vehicle. This warranty states that all manufacturer recommended services must be completed for this warranty to remain active. The warranty also states that it is the account holders responsibility to keep copies showing this maintenance has been completed so they can be furnished to us upon request.
Ms. Lymans vehicle is currently missing 6 scheduled maintenance services required by the manufacturers Owners Manual. As the administrator of this warranty, we must adhere to its terms and conditions; we will need proof of these missing services before we can proceed with the claim. Please see below for relevant excepts from the warranty:
Warranty 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.
Kind regards,
Total Warranty ServicesReview fromwalter j
Date: 09/20/2024
1 starwalter j
Date: 09/20/2024
when i purchased a vehicle i also purchased ************* . the wifes vehicle was totaled so the complaint here was what the insurance company paid and what the gap company paid ( which was less than what we paid for the insurance) left us on the hook for 2k so BEWARETotal Warranty Services
Date: 09/26/2024
Mr. **************************************** 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 $18,525.00.The primary insurance carrier valued your vehicle at $17,171.69. The settlement amount was $16,539.71 after the $631.98 deducted for unpaid prior damage.
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 $631.98 deducted for unpaid prior damage.
If you should have any additional questions regarding your file, please feel free to contact our call center for further assistance at **************.Review fromAngel S
Date: 08/13/2024
5 starsAngel S
Date: 08/13/2024
******* V is absolute the best, so professional, so friendly, genuine love of her job. ******* is a rare find, always goes above and beyond to assist and answer any questions you have.Please recognize this outstanding employees and thank her from us at ************** Finance, ******************* ******* Trust Title and Leasing and Genesis *******Total Warranty Services
Date: 08/14/2024
*************************,
Thank you for taking the time to share your experience working with ******* and TWS. We are so glad to hear that she is able to provide above and beyond customer service.
Please do not hesitate to reach out to us if you need any assistance.
Kind Regards,
Total Warranty Services.
Review fromRichard M
Date: 07/22/2024
1 starRichard M
Date: 07/22/2024
I am the vehicle owner. I purchased a vehicle has was recommended by the dealer to use TWS for a larger than average cost. TWS told me of a local dealer that they have used in the past so now my vehicle has been with the dealer for a week with no work being done. TWS has sent their rep to review the repair work but we have not heard back regarding if they will cover to repair or not. I would not recommend this Warranty company to anyone and currently considering cancelation.Total Warranty Services
Date: 07/24/2024
A claim was initiated for this vehicle on 07/15/2024 citing failures to numerous steering components, the power steering gear assembly, and front brake system.
To verify all the reported failures, this vehicle was set up to be inspected by an independent inspection company. This inspection was completed on 07/18/2024.
The repair facility had reported the front brake calipers failed causing them to stick on. During inspection, it was found that the brake calipers were working properly, and the brake lines were the actual cause of failure. The failed brake lines have been authorized for replacement on this claim.
During inspection it was found that this vehicle has oversized tires that exceed manufacturer specification. The factory tire placard inside the door of this vehicle calls for a tire size of 225/75-16 to be used on this vehicle. This is the sized tire the vehicle is engineered to accommodate. This vehicle currently has 305/50R-20 tires mounted on aftermarket wheels.
This larger tire and wheel combination is 34.8% wider than the factory specifications. This additional contact patch with the road,and overall circumference of the wheel/tire combination adds significantly more stress and load to the steering system while attempting to turn the wheels especially at slower speeds.
This modification can be directly related to the pre-mature failure of the steering gear and related steering components. The failures noted on this claim related to the steering system have been denied for this reason. See below for contract language regarding modifications.
Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
14. FOR A BREAKDOWN CAUSED BY OR INVOLVING MODIFICATIONS UNLESS THOSE MODIFICATIONS WERE PERFORMED BY THE MANUFACTURER AND THE MODIFICATIONS MEET THE MANUFACTURERS SPECIFICATIONS (E.G. TIRES TWO OR MORE SIZES LARGER OR SMALLER THAN THE MANUFACTURERS SPECIFICATIONS)
TWS would be happy to answer any questions ****************** has regarding this claim and he may contact us via phone on our main line at **************. Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6pm EST.
Kind regards,
Total Warranty ServicesReview fromNathan G
Date: 06/12/2024
1 starNathan G
Date: 06/12/2024
Writing as a shop who provided service. Went through the process on a customers vehicle, got approval for repairs, performed repairs, submitted all paperwork. Then they told me I'm responsible for the credit card fee (they didn't offer to pay any other way, and didn't tell me up front), and they didn't include sales tax because it "doesn't apply in my state" (I assure you, it does). Thankfully, it was not a large bill, so I'm only out $25, but still not right on their end. Besides this, I spent about 2 hours jumping through the hoops (calls, paperwork, sending emails, etc) that took me away from other customer cars. It was only a 1.5 hour job, so not worth the time invested. First and last time we will be working with a warranty plan like this. We're not that desperate for work.Total Warranty Services
Date: 06/13/2024
A claim was initiated with TWS by ****** on 06/11/2024. This was his first time calling TWS, and the first time this repair facility had contacted TWS to complete a claim.
This initial call lasted for 16:05 in total. In that time our adjuster was able to set up this repair facilities profile, build the estimate for repair, and add all other pertinent information required for claim review.
For quality assurance we have reviewed this phone call and found our adjuster was friendly and professional throughout the entire call.
This claim was authorized on this initial call and our adjuster sent ****** an email while on the phone that contained totals and instructions on how to submit for payment.
At no time during this call was a fee for credit card processing discussed with our adjuster. Our contracts do not provide coverage for fees that are added on for the use of a credit card.
Due to the tax laws in this state, repairs that are covered on *************** Contracts are tax exempt.
A claims supervisor has spoken to ****** about this claim and the concerns he had about our process. We were able to discuss our process and these laws and reach an understanding and a resolution.
We apologize for any miscommunication that *** have taken place on this call and look forward to working with ****** again on future claims should the need arise.
Kind Regards,
Total Warranty Services
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