ComplaintsforMCW

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to report a warranty coverage issue. I believe my initial and subsequent complaints were mishandled, resulting in denial of guaranteed coverage. The facts are below: - Vehicle was purchased 5/7/22 - I noticed a turn signal was not working during the test drive and asked for a replacement from dealer, it was replaced. - I obtained proof of inspection; a logbook reports the vehicle inspected on 5/6/22 (attached)- Almost immediately had difficulty with the vehicle. I phoned MCW on 7/27/22 (proof of call attached) after obtaining the number to Mechanics Choice - I reported that the rear view mirror fell off and was advised that was not covered - I reported that I felt that the car was hot upon start up, and was advised to put more coolant in and call back - not all air was covered - On 7/28/22, the car began issuing plumes of white smoke out of the exhaust upon start up - the clouds went away while driving, but the car sounded shaky.- I resolved to call Monday, but was prevented from doing so because I broke my foot on 7/29 - could not drive the car - had to arrange for care.On 8/5, my partner (the only person who could drive me anywhere) contracted covid. On 8/15/22, when better, I called MCW again to report the exhaust smoke (proof of call attached), explaining the initial call and chain of events. I was advised the contract was no longer valid. The receipt on the contract is dated 5/7/22, however, I believe my initial complaint/concerns may qualify for coverage. 8/19/22 –  took car to ****************. The shop (documentation of call, attached) agreed to assess the damage free of charge the shop advised: repairs likely 3K to 5K, head gasket could be blown and/or cracked motor block I am paying a total amount financed of 7750; I put 2,000 down on the car.The miles at time of purchase were 159,536.The miles now are at 161,136. It is hard not to feel something failed to protect consumer rights. Full complaint & docs

  

  Business response

  09/19/2022

  We were sorry to hear that ************ suffered a broken foot as well as Covid. Unfortunately, she did not contact us regarding a problem with her vehicle until after her contract expired.  There is nothing more we can do as the contract is a legal document with a definitive beginning and end date. 
  
  On May 7, 2022 ************ purchased a vehicle from *****************.  The purchase included a Vehicle Service Contract with our company.
  
  On August 7, 2022 her coverage expired and the contract ended.
  
  On August 15, 2022 our Claims Department received a call from her regarding a possible engine problem with her vehicle.  The caller was informed that the contract had expired.
  
  ************ states that she also called our offices on July 27, 2022.  This is not the case.  The proof of her call is a screen shot from her phone.  The only number she dialed on July 27, was ************.  This is not one of our telephone numbers.  We personally dialed the number and it went straight to an unidentified voicemail.  We looked the number up on line, and it appears to belong to a private individual located in Fredericksburg, PA.   Again, no relationship with our company.
  
  Additionally, as one can imagine, telephone calls are a major part of our business.  To this end, calls are automatically logged and recorded.  Our Claims Manager went back through the call logs and there is no proof of such a call or conversation.  Perhaps ************ is confused and called the dealership instead to inquire about the mirror falling off and starting hot.  In any event, she did not call us. 
  
  We fully acknowledge her call to our offices on August 15 even though the screenshot she sent as proof of her call on August 15 was actually for calls she made on August 19.
  
  The contract has specific start and stop dates.  Unfortunately, *********** did not notify us of a potential problem with her vehicle until after her contract had expired.  There is nothing more we can do.
  
  

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