The company refuses to take care of my car repair so I have paid out of pocket to get the car fixed.They are a brokerage company for vehicle assurance
I purchased vehicle assurance on 5/27/2011 and spoke to phone Sales Rep: Shari Smith-Fain because my warranty went out on my car. I was advised by the Sales rep that this was a really good company, they will fix anything, and they have good reviews. I purchased this and agreed to installment payments that now are paid off. I purchased this knowing that my car does not have that many miles on it and that if anything comes up I can rely on them to take care of the repair problem. I always take good care of my car, bout new with approx only 57,000 miles on it PAID. I only drive it to work and back. This is my only vehicle of transportation. I always take it to Five star ford dealership in Carrollton, TX to fix my vehicle for any repairs and maintenance on the car if anything happens. On 3/1/13 I noticed my car was leaking very little oil from the back end and that's when I took my car in to Five star ford to take a look at it. They advised it is due to the pinon seal and flange due to leaking. So I only used this vehicle assurance once to fix the problem for that and they covered for it. I paid the deductible for $100 on 3/4/2013. Now, 2 weeks later I drive out of the drive way from my house to get to work and it makes a clunk noise when I reverse it. I get scared so I have the wrecker tow it to the dealership since. This was on Thursday, 3/14/13. The shop contacts me on Friday 3/15/13 to let me know what caused the issue for the clunk noise on my car. They say they would need to take everything out of the back end the barrings and even the pinon seal that was replaced by vehicle assurance that would all need to be taken out and replaced. Dewey, in Ford Service advised me he would need to wait on vehicle assurance to have an inspector come out to look at it and take pictures of the car. A tech. FINALLY comes out on Monday 3/18/13 to check the car and take pictures of it. I called Ford service and Dewey advised me they are waiting on a fax or a call from them to let him know if they approved to fix the repair or not and when he gets contact from them he will let me know. Dewey in Ford service contacts me 3/19/13 and advised that vehicle assurance(gold key) does not want to fix the repair. I get the estimated cost to fix it at my own cost from the shop and they advised it would be approx. $1500, which also doesn't include the labor the mechanics did to take it apart. I call the claims# on my card, I get a voicemail for a supervisor on 3/19/13, furious I left 2 messages with my name and phone number advised them to contact me back the same day. The third time I called I got customer service that couldn't assist me because I needed to speak to a supervisor, giving me the run around and that I am a gold member. They said to call back tomorrow but they could open my file up and tell me why they denied my claim so they read it out to me and said it was "Due to continued operation from failer to the pinon seal." I was furious why they would not pay for the service that they had done for my car for that pinon seal that they paid for. I did not receive a call that day, and I ended up calling again, not to mention this was all during my own work time on the job, the next day 3/20/13. I spoke to a guy named Randal, and I asked him why they did not return my call the same day my car is in the shop still waiting to be worked on. He says "oh I was out yesterday", really and that is the only supervisor? He had a I don't care attitude. So he did not think the company should pay due to the terms of the contract and said the reason was because of lack of lubrication from the pinon seal. I asked him is it the mechanics fault for that? I just got that replaced by the company you all covered for it! He said "no it is not the mechanics fault" basically they don't know, couldnt help me. They are just getting me for my money. They do not want to help the customer for the repairs. My Contract#GKPNXXXXXXXXX.
I am seeking the price I paid to get my car repaired at the shop.
I also received a call from vehicle assurance today 3/22/13 who advised me that I purchased through them as a Gold Key member and they go through a company called Gold Key Warranty Automobile Consumer Corporation. They are a brokerage. They are the ones who approve the claims. That I still dont understand if it says Gold Key on the side of their website. My card says vehicle assurance, so they go through this company. Still does not make sense to me, vehicle assurance website needs to state this and it clearly does not and I was not even told when I purchased, they advised me to check my paperwork which it does state Gold Key, so now I have to submit another complaint through the correct company, reference this with bbb complaint I submitted for this id#XXXXXXX. If they work together then they still need to follow what the website says for vehicle assurance, work with the customer here!:
They need to own up to their guarantee mission statement that is stated on vehicle assurance website:
"Our Mission: "At Vehicle Assurance, we are committed
to helping everyday people handle their
unexpected automotive repair bills.
We know there will be thousands of automotive
breakdowns every single day so it has become
our Pledge to provide a service that not only
pays those bills, but also provides
a Peace of Mind before they happen."
I am a customer for this company and they are not living up to their statement for Customer Satisfaction on their website:
"customer satisfaction, and keeping our customers on the road, is our top priority. With thousands of satisfied customers on the road today, Vehicle Assurance provides the level of vehicle protection and service you demand."
Apparently keeping me on the road is not top priority. It is not my fault that this has happen I maintain my vehicle I take good care of it. I feel that I should not have to pay this to get the car fixed. This should be on the company to fix it, vehicle assurance got it fixed the first time because it failed. So why didn't you cover it for the same issue when I took it in the second time? I did my part. This car is the only thing I have to drive around. I need my car as I am writing this it is in the shop now. So at this point, I'm tired of the waiting around right now to see who's going to pay so I am going to have to pay out of my own pocket to get this repaired by the dealership at this time I need to drive my own car and I hate not having to drive around and get to places in my own vehicle. There are a lot of things about this company that is misleading to customers. I will not use any service from this company again and I will start looking elsewhere to put my hard working incoming money to that can actually be there for me to fix my car problems and not leave me stranded which is what this company does. I will get service from another company and I will make sure to put in a bad word about this company for other people to warn them to not put in their hard working income toward this and for what they have done for my situation. I myself work in customer service and in the end the customer is always right, this company did not go above and beyond to help me. I hope someone can get to this matter resolved because I do not want to feel that this is just a waste of my time and effort.
Business' Initial Response
I was not able to pull Ms. ******'s contract up in our data base by just using her name. If she will provide me with a contract number or a vehicle identification number I will be glad to follow up on this complaint.
Consumer's Final Response
I put this in the complaint contract # GKPNXXXXXXXXX
Business' Final Response
We have reopened and re evaluated the claim for Ms. ******.
We have contacted the shop and they have indicated that the vehicle has already been repaired and paid for.
If Ms. ****** will mail,fax or email a copy of the invoice to me I will submit it for payment.
My direct fax number is XXX-XXX-XXXX or email it to me at *****@goldkeywarranty.net. Should you need to speak with me for any reason please feel free to call me at XXX-XXX-XXXX Ext:228.
I am very sorry for the confusion with this claim and any problems that may have occurred. The adjuster was simply going by the determination of the inspector that looked at the vehicle when it was in the shop.