Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from ****************************** in ***************** when I bought my 2018 f150 .the warranty is from *** I paid almost 5000 dollars for it and it was a power train warranty. I was in ******** mi working and the oil light came on in my truck I took it to fox **** in ******** mi paid fox **** ****** dollars for a diagnostic fee they said the engine was full if metal.The service manager got in touch with *** and they said they would send a inspector he showed up about a month later.Ive been driving a loaner car for a month and paying on a warranty and a truck at a **** dealership.the inspector said they would not pay for the repairs because the tire size dont match the sticker on the door the mechanic and service manager said that they never have herd of that before I ve talked to several **** mechanics and they said that the first time they heard of that. So Im out a truck 5000 thousand for a useless warranty.I feel that both the **** dealership in ****************************** in ***************** where I bought the truck and warranty and GWC have taken advantage of me with this useless warranty . My truck is still 900 miles from my house.

  

  Business Response

  Date: 08/04/2025

  To whom it may concern:

  Thank you for forwarding Mr. ************ comments to us.  We will contact Mr. ********** directly to address his concerns.

  *** ****

  GWC

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23692934
  
  I am rejecting this response because:
  This company is in breach of service agreement the truck has no lift kit and no suspension modification 
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 08/08/2025

  To whom it may concern:

  After further review of Mr. ************ claim - GWC has determined that the vehicle is not modified, and GWC will move forward with processing the claim.

  Please have the repair facility contact GWC to get the claim moving forward once Mr. ********** takes the vehicle back to them.

  Thank you,

  *** ****

  GWC

  Customer Answer

  Date: 08/08/2025

   
  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,
  
  ***** **********

  Customer Answer

  Date: 08/27/2025

  On or around June 16 2025 I took a 2018 f150 with a gwc warranty to fix **** in ******** mi I had it checked out by the service **** at a charge of 160 dollars they said the engine was bad metal in the oil they called gwc warranty claims and *** said they would send a inspector the inspector showed up in late July around the 20 th he took some pictures went back to the office and denied my claim on the power train plus warranty that was a cost of 4690 dollars and is for 60 months or ****** miles so I filed a complaint with the BBB and GWC called a couple days later and told me and the **** dealership they would fix it so I paid a tow operator to take it back it sit at the **** dealership for a couple weeks and now Gwc wants the engine tore down and to see failure point Im 700 miles from the dealership and have been paying on a truck and a rental car for over two months have ***************************** this claim and I need my truck I work out of it any help in this matter would be greatly appreciated

  

  Business Response

  Date: 08/27/2025

  To whom it may concern:

  Thank you for forwarding Mr. ************ comments to us.  We will contact Mr. ********** directly to address his concerns.

  *** ****

  GWC

• Initial Complaint

  Date:07/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to cancel my police as of 6/4/25 and have now been charged 2 more months of coverage.

  

  Business Response

  Date: 07/29/2025

   Good morning, 

    I have forwarded this information to our cancellations department. They will be contacting the customer directly. 

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** provides "REMANUFACTURED" parts for vehicle ***airs, which is ok with me because I just need a working car and am all about recycling. However, they work with ***air facilities that ***air vehicles using "NEW" parts and indirectly steer their customers to using the services of the ***air facilities that they know well, will not use the "REMANUFACTURED" parts.When the transmission went out on 07/12/2025, I called GWC for direction on how to make use of the warranty. I provided my address and they said the closest ***air facility on their list is The Viking Garage in *********, **. Which was odd to me since Muskegon, ** is 5x larger than Whitehall, so I mentioned this to the *** and she said I could log onto the *** website and enter my address. After doing so, the results showed Viking being the closest ***air facility on their list. The *** did say that I could find my own licensed mechanic and have them apply to be one of their approved ***air facilities but I said I was fine with ****** since they were already on the list and I don't know any mechanics. I had the car towed and after the diagnostics, the quote for the labor and ***airs from Viking was over $9.000.00 using "NEW" parts and at that time, I was relieved because we have a warranty to help. However, GWC was only covering a little over $4,000 using "REMANUFACTURED" parts so I would have to pay the difference (which i cannot afford). When I mentioned this to *** they said I could find a license mechanic that works with remanufactured parts and is willing to apply to work with *** but I would have to pay for the diagnostic and another towing because they only cover 1 tow and only pay 1 ***air facility per claim. So now I am out $150.00 towing, $150.00 diagnostics and 2 weeks without a car. I called to address them covering those costs and removing Viking from their list with no luck. I've spoken with 4 ***s, 1 customer service manager and have been waiting 4 days for another manager to call me.

  

  Business Response

  Date: 07/29/2025

  The claim for repairs for Mr. ******* has been authorized and, as indicated, does need to be performed using parts of Like Kind and Quality, as outlined in the terms and conditions of the service contract. The part that we have offered to supply to the repair facility, ************** is a remanufactured unit.  The part that was requested by ************** according to the information that we were provided, is also a remanufactured unit.  The difference may lie in where the part was sourced and the prices that each of us are able to obtain from our respective suppliers.  The nature and quality of the parts, however, is the same.  We can't claim to know exactly why ************* refuses to install a part supplied by us, but I suspect it has something to do with their mark-up and the margin that provides them.  Unfortunately, that is their option.  The contract holder, Mr. ******** does have the option to move his vehicle to a different repair facility, one who is willing to work with parts being supplied to them.  The other option is to pay the difference between what Viking Garage is requesting for their remanufactured transmission and the amount that we can authorize based on the remanufactured transmission that we are able to supply.  The choice is Mr. ********************* ******* has the option to take his vehicle to any licensed repair facility.  We do not dictate where the vehicle has to go for repairs.  As a courtesy to our contract holders we do keep a list of repair facilities who have processed claims for our contract holders in the past and, when asked, we will supply the name(s) of those repair facilities to other contract holders.  The contract holder is free to take their vehicle to one of those facilities or not.  According to our information, the contract holder was given then names of repair facilities he could use (or, "she", as our notes indicate it was the contract holder's mother who called), but was also told that any licensed repair facility would be ok.  As we do not compel our contract holders to go to one repair facility or another, we also cannot be responsible if the chosen repair facility refuses to accommodate the contract holder and accept parts being supplied to them.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23664402
  
  I am rejecting this response because: The Viking Garage does not use remanufactured parts and *** needs to contact them and see if they changed their practices or have a miscommunication. My contact person is ****, *** should call and ask specifically if they refused to use remanufactured parts to repair my vehicle and if they use remanufactured parts to repair any vehicles at their facilities. **** told me that the ************* ONLY uses new parts. 

  I am not asking for more money to repair the vehicle, I am asking for *** to remove the Viking Garage from their approved shops on their website so that their phone representatives don't steer customers the wrong way or customers like me, who do not personally know licensed mechanics or repair shops will blindly follow what ***'s website lists.

  
  
  Sincerely,
  
  ******** *****-*******

  Customer Answer

  Date: 08/19/2025

  Attached, please find the invoice from *************,****************************************. As well as a snip of the invoice where it indicates that they will not use the "used" part supplied by the warranty company which disproves the claim from GWC that it is an upcharge from the repair facility. 

  The contact person for this order is **** ***** and he is aware of my complaint and the reason for my complaint. Please let me know if you need other information from me. Thank you for your attention to this matter. 

   

  Sincerely,

  ***** *****-*******

   

  

  

  Business Response

  Date: 08/19/2025

  To whom it may concern:

  The customer can submit their receipts to GWC for reimbursement of the $300.00.

  Thank you,

  *** ****

  GWC

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against GWC Warranty due to extensive delays and a lack of transparency in handling my claim for my 2017 Jeep Grand Cherokee.On June 17, 2025, I brought my vehicle to ********** Chrysler Dodge Jeep Ram for vibrations while driving, possible coolant leak, and white smoke from the exhaust. The dealership diagnosed a possible engine failure and performed a $1,600 teardown which I verbally authorized to document the failure for GWC.Since then, two separate inspections have been scheduled by ***. Each time, I was told by the dealership that *** was provided the necessary teardown access and photographic documentation. However, *** has repeatedly claimed the teardown was not done, despite the dealership stating it was performed twice and documented ************** a result, my claim has been stuck in limbo for over 6 weeks. I am now incurring rental vehicle fees at $45/day, while continuing to make car note and insurance payments on a vehicle I cannot use.This is an unacceptable delay and appears to be due to poor internal coordination or a failure on **** part to acknowledge evidence provided by a certified repair facility.Resolution requested:Immediate review of the teardown documentation and photos already provided by ********** Prompt resolution and approval of my claim so repairs can begin Reimbursement or coverage for:$1,600 teardown cost (if no failure is confirmed)Rental vehicle fees due to excessive delay A written explanation of ***'s inspection findings and why the dealership's documentation has allegedly not been accepted

  

  Business Response

  Date: 08/28/2025

  To whom it may concern:

  Thank you for forwarding Mr. ***** comments to us.  We will contact Mr. *** directly to address his concerns.

  *** ****

  GWC

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23663480
  
  I am rejecting this response because:

  GWC failed to follow through on their own promise to contact me directly. In the BBB response they stated, Were going to call ******. That call never happened. Instead, I only heard back through the dealership, who informed me of a denial after three separate inspections and months of delays.
  
  
  This denial is unacceptable for the following reasons:
  
  
  The process required three inspections before GWC claimed to find sludge and galling. If these issues were real, they should have been identified much earlier, not after months of back-and-forth.
  I authorized all requested teardowns, including piston ring removal, yet GWC kept moving the goalposts.
  The prolonged process left me without my vehicle since June 17, 2025, and forced me into dealership-provided rentals that have cost over $1,350 out-of-pocket.
  GWCs communication has been inconsistent and evasive including escalations that were dropped, missed promised calls, and failure to provide inspection reports in a timely manner.
  
  
  At this point, I have recorded calls and written communications documenting these delays and contradictions. I am working with legal counsel, and I am not accepting **** denial because it reflects bad faith claims handling and a refusal to honor the contract in a fair and timely manner.
  
  
  I am seeking:
  
  
  Full coverage of the repair under my service contract (minus deductible).
  Reimbursement of rental costs caused by GWCs repeated delays.
  Written explanation of why alleged sludge and galling were not cited in earlier inspections.
  
  
  Until these points are addressed, this matter is not resolved.
  
  

  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 09/03/2025

  To whom it may concern:

  GWC has been in communication with Mr. *** by email and phone. It has been explained to Mr. *** that the repair facility has not verified the cause of failure to his engine.

  GWC cannot make a decision on his claim until the cause of failure is identified by the repair facility and this information is verified by GWC.

  *** ****

  GWC

   

   

   

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23663480
  
  I am rejecting this response because:
  
  their statement conflicts with the denial letter I received dated 9/3/25. That letter states my claim was denied after three inspections, not that a decision was pending. *** has also confirmed inspection reports exist but refuses to release them, leaving me without proof of how the decision was reached. The lack of transparency from GWC has left me without transportation and with a large repair bill.

  
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 09/05/2025

  To whom it may concern:

  
  GWC has been in communication with Mr. *** by email and phone. It has been explained to Mr. *** that the repair facility has not verified the cause of failure to his engine.

  
  GWC cannot make a decision on his claim until the cause of failure is identified by the repair facility and this information is verified by GWC.

  
  *** ****

  
  GWC

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23663480
  
  I am rejecting this response because:
  
  I cannot accept GWCs response because it conflicts with the documentation I have received regarding my vehicle.
  
  The repair order (dated September 3, 2025) states that a leak-down test was performed, low compression was confirmed, and scored cylinder walls were observed, with a recommendation for engine replacement due to internal failure. These findings identify a clear cause of failure involving covered components under my Premier/Powertrain contract.
  
  Despite this, *** continues to state that the cause of failure has not been verified and has refused to release the inspection records used to make their decision. Without access to those records, I cannot confirm how or why my claim was denied, even though available documentation shows covered parts have failed.
  
  
  As a U.S. Navy veteran, I have endured significant financial loss and hardship as a result of GWCs denial and lack of transparency. I am attaching the repair order so BBB can see the contradiction. This has left me without coverage and with major out-of-pocket costs despite maintaining an active service contract.
  
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 09/15/2025

  To whom it may concern:

  It has been brought to our attention by Mr. *** that he has retained an attorney in this matter.

  All future communications must go thru our legal dept.

  Thank you,

  *** ****

  GWC

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23663480
  
  I am rejecting this response because
  

  GWC has not addressed the substance of my complaint. Their message only redirects me to their legal department and provides no resolution. As a ********* veteran who has already endured months without transportation and significant financial hardship, I feel this dismissal is unfair. I ask that this case remain active for the record to reflect that *** has not resolved or properly responded to my complaint.
  
  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2023, I purchased a 2020 Jeep Gladiator with ****** miles along with GWCs Exclusionary Warrantytheir highest level of coveragefor $4,930.00. Since then, the vehicle has been carefully maintained, with full service documentation submitted to ***. Under my ownership, it has been driven fewer than ****** ******** ****** miles, the engine failed completely without warning.On May 31, 2025, while driving through mountainous terrain in *******, **, in 105-degree heat, the vehicle began to overheat. There were no prior alerts or issues. The day before, it passed an emissions test with no problems. When the overheating warning appeared, I drove a short distance to a safe location to protect my family and called for a tow to the nearest Jeep dealership.After inspection, the dealership diagnosed severe engine damage requiring replacement of the long block assembly, EGR cooler, valve covers, intake system, sensors, actuators, and both catalytic converters. Total repair cost: $18,622.09.Despite following all warranty terms, *** denied the claim entirely. After multiple calls, they agreed to cover only the head gaskets at $4,293.38, leaving a $14,328.71 balance. Their reasoningthat I knowingly drove the vehicle while overheatingis unfounded.GWCs partial approval contradicts itself. Covering the head gaskets acknowledges the root cause of the damage, yet they refuse responsibility for the resulting failures. This selective coverage is unreasonable, especially considering the Exclusionary Warrantys scope.Engine issues like this are a known defect in 2020 Jeep Gladiators with the 3.6L V6commonly involving gasket failure, overheating, and engine replacement.This situation has created avoidable financial strain and stress. I am formally requesting that GWC honor the warranty and cover the full cost of repairs, as detailed by the dealerships service report.I look forward to your prompt response and full resolution of the remaining $14,328.71 balance.

  

  Business Response

  Date: 07/24/2025

   We recently engaged with the customer following their call to contest the denial of their claim. During the conversation, the customer expressed concerns about overheating issues with their vehicle, which they had researched online, and described the situation as a catastrophic failure. They confirmed that the vehicle indeed overheated, prompting them to add coolant.The customer attempted to drive approximately 33 miles to the dealership but reported that the vehicle ceased functioning after driving 15 miles.
  
  The customer maintained that no warning lights were illuminated and believed they should have been allowed to drive the vehicle to the shop after adding coolant. We explained that, as per the policy guidelines,if a vehicle experiences any issues, the expectation is to safely stop and tow the vehicle to the nearest shop. The customer argued that this would put their family at risk, which is why they opted to continue driving.
  
  We clarified that these terms are outlined in the contract and that further operation of the vehicle under these conditions does affect their coverage. We outlined the findings of melted parts that resulted from continued operation, which were not linked to a sudden failure. Consequently, We informed the customer that coverage would only apply tp  the original failure related to the head gaskets, as identified by their repair shop. Unfortunately, any damage incurred while attempting to drive to the shop would not be covered by the policy.
  
  The customer indicated their intention to contact the Better Business Bureau and stated they might pursue legal action. We reiterated that the position is based on adherence to the contract terms. Upon the customer's request for further escalation, I informed them that the matter had already been escalated and that this was the extent of our assistance.
  
  It is important to note the responsibilities outlined in the customers policy, which state that:
  
  - The customer must have their vehicle serviced in accordance with the manufacturers recommendations. Proof of such service,including verifiable receipts showing date and mileage, must be presented for repairs to commence.
  - Service in compliance with the manufacturers recommended intervals (within ***** miles and/or 30 days) is necessary to remain compliant under the contract.
  - Upon notification of a mechanical breakdown or failure,the customer must take steps to protect the vehicle from further damage,regardless of whether the breakdown is covered by the contract. Operation of the vehicle in a manner that causes additional damage related to the original issue will be considered a failure to protect the vehicle and will not be covered under the contract.
  - The customer is responsible for ensuring that the oil warning and temperature warning lights are functioning. They are required to safely pull the vehicle off the road and shut off the engine immediately when either of these indicators signals a problem.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle warranty from the said business. The car was taken to the dealership for repair and *** denied all claims while 3 of the 4 issues are clearly covered in the contract. The service center said it was suspicious

  

  Business Response

  Date: 07/24/2025

  To whom it may concern:

  Thank you for forwarding Mr. ********* comments to us.  We will contact Mr. ******* directly to address his concerns.

  *** ****

  GWC

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding an unresolved warranty claim with GWC Warranty.On June 24, 2025, I took my car to the mechanic for a mechanical issue. We were waiting for confirmation about maintenance records. On July 8, I called GWC to follow up and was told they were waiting for the service estimate.The estimate was sent on July 9. After that, *** said an inspector would be sent within 24 hours. On July 11, I called again and was told it was a big job, and the inspector would be sent within 48 hours, possibly on Monday, July ***** of today, I have not received any update from ***, and my mechanic has not been informed if an inspector was scheduled or sent. I have now been without my car for almost a month, causing significant inconvenience and hardship.I have called GWC multiple times and only received conflicting information and no resolution.I am requesting immediate action from *** to finalize the inspection and approve or deny my claim so my vehicle can be repaired as soon as possible.Thank you for your assistance.

  

  Business Response

  Date: 07/15/2025

  To whom it may concern:

  Thank you for forwarding the customers comments to us.

  GWC scheduled an inspection of the customers vehicle - we are currently waiting for the inspection report to be received by GWC.  Once the inspection report is received and review, GWC will contact the repair facility with our decision on the claim.

  The inspection report should be received today or tomorrow at the latest.

  *** ****

  GWC

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23601024

  
  I am rejecting this response because the business has not provided a clear or firm resolution timeline. I was informed that my mechanic should call on Monday if he does not hear from them, which is not an acceptable solution.
  
  
  My vehicle has been in the shop since June 24, and I have repeatedly been told to wait without any concrete commitments. I need a specific and final decision on my claim this week, not open-ended instructions to call again later.
  
  
  I request that this complaint remain open until a confirmed final decision is made and communicated directly to me and my mechanic.
  
  
  Sincerely,
  ******** ********
  
  
  

  
  

  

  Business Response

  Date: 07/18/2025

  To whom it may concern:

  After reviewing the customer's claim and supporting documentation, GWC is going to contact the repair facility and authorize the repairs to the Transmission.

  Please contact me if you have any questions.

  Thank you,

  *** ****

  GWC

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GWC Warranty has ***eatedly and deliberately denied claim for our 2016 ****** STI.The failure involved the oil pump,a sealed,internal lubricated component explicitly listed as covered in our contract.*** has delayed and denied this claim since May *******,without providing credible justification or complying with federal law.The denial reasons changed multiple times. First,they claimed a typo.Then,they said maintenance couldnt be verified even after Valvoline confirmed oil changes.Later, they claimed our business Magdaluyo Auto had no record of servicing the vehicle.We are the owners,and GWC never contacted us.When we corrected this,the *** hung up on us.They then denied the claim citing a catless downpipe and deleted O2 sensors both factually incorrect.After GWC requested an engine teardown,we personally visited the shop and documented that the catalytic converter and O2 sensors were present and intact.The O2 sensor in question was temporarily unplugged due to the engine and exhaust manifold(header)being removed as part of the teardown process requested by *** themselves.Additionally *** inspector failed twice to take the required documentation photos.The shop owner took and submitted all necessary evidence and photo's to ensure proper inspection review.Manager ***** ***** later stated he Googled our last name,found afuture build listonline from Subiefest,and used uninstalled parts from that list to justify denial.That is speculative,irrelevant,and a clear violation of our privacy.They also altered contract information without our knowledge,consent,or written approval,despite us being the legal contract holders.On recorded calls,multiple GWC ***s admitted they do not follow the MagnusonMoss Warranty Act,and refused to provide the burden of proof legally required for denial based on modifications.When we pushed for answers,escalation,or documentation,we were consistently hung up on.We demand *** approve the covered ***air and comply with all federal laws.

  

  Business Response

  Date: 07/14/2025

  To whom it may concern:

  Thank you for forwarding Ms. *********** comments to us. The claim on Ms. *********** vehicle has been denied because the vehicle is modified. Ms. ********* has spoken to the ** of Claims and was instructed to submit her questions in writing to the ***, and we will respond to her questions.

  *** ****

  GWC

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23595466
  
  I am rejecting this response because:
  I have sent an appeal letter which had no response. *** has not provided burden of proof, has not complied with their own page 4 line 12 section. *** also MODIFIED the contract without consent or approval which would be a breach of contract and illegal business practices. PER FEDERAL LAW AND ********* **** WARRANTY ACT YOU NEED TO PROVIDE BURDEN OF PROOF AND PROVIDE THE TECHNICAL DATA AND INFORMATION ON THE AFTERMARKET EXTERNAL EMISSIONS COMPONENT CAUSED THE INTERNALLY LUBRICATED OIL COMPONENT TO FAIL. GWC YOU HAVE SAID MULTIOLE **** THAT THAT DOESNT APPLY TO YOUR BUISNESS PRACTICES WHICH I HAVE RECORDED AND HAVE ALSO BROWKN DOWN YOUR CONTRACT AND EVEN SHOWN AND PRESENTED YOUR OWN VERBAGE THAT SAYS DIRECT CAUSE OF FAILURE. SO AGAIN EXPLAIN HOW A EXTERNAL EMISSSIONS PART CAUSED AN INTERNAL ENGINE PART TO FAIL. That is not possible by laws of physics call any shop you want to confirm this you will be surprised that I am in fact correct and not giving false information like your **** have given me along with lies which Ive called out and proven. 
  
  Annastoshia

  

  Business Response

  Date: 07/14/2025

  To whom it may concern:

  Thank you for forwarding Ms. *********** comments to us. The claim on Ms. *********** vehicle has been denied because the vehicle is modified. Ms. ********* has spoken to the ** of Claims and was instructed to submit her

  questions in writing to the **** and we will respond to her questions.

  
  *** ****

  
  GWC

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23595466
  
  I am rejecting this response because:
  This is not a professional response to my reply to the same identically thing you replied previously. Also the vp **** ****** even said he doesnt know anything about engines, he is only going based off what was in the notes. So again per federal law please provide burden of proof, respond to my appeal that I gave 3 days to respond to that was the 7th today is the 14th, also provide why the contract was modified without consent or approval from ******* *********. Again per federal law you HAVE to provide burden of proof and comply with not breaching a contract which you have. 
  
  Annastoshia

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a GWC extended vehicle warranty, my sons truck experienced engine issues and was brought to a ****-certified service center. The technician used a scope camera and identified scoring on the cylinder wallsan issue consistent with internal oil consumption, which is a known defect with this type of engine.The warranty company was contacted immediately and requested a full engine teardown before determining eligibility. We complied, authorizing over $6,200 in disassembly costs, which were incurred solely at their request.After inspection, the claim was denied. The reason provided was that the vehicle came in over 5 quarts low on oil, and that this condition caused excessive heat, discoloration of internal components, and the damage observedindicating continued operation with low oil.However, the vehicle was maintained regularly, and proof of that was provided. There were no dashboard warnings or visible leaks prior to the low oil pressure light, at which point the vehicle was brought in immediately. The service technician confirmed that there would have been no way for the owner to know oil was being consumed between services.We were never informed that low oil alone would disqualify coverage, nor were we advised of the risk of denial after completing the expensive teardown at their request. It feels like the burden was shifted to us unfairly, despite compliance with the warranty process and all required documentation.We are now trying to file a formal appeal and are waiting for resolution. Meanwhile, the vehicle remains disabled with over $6,200 in tear down expenses, not to include the rebuild of current motor to get turned in for Core, nor the cost to replace the motor.

  

  Business Response

  Date: 07/10/2025

  To whom it may concern:

  Thank you for forwarding these comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  GWC

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23577146
  
  I am rejecting this response because:  I submitted my original complaint to the BBB on July 9, 2025, after my son's engine repair claim was denied by GWC Warranty. On the same day, I also submitted a formal objection to the denial directly to GWC and asked for the claim to be escalated to a supervisor.

  GWC responded to the BBB on July 10, 2025, stating they would be contacting me directly. However, they never contacted me at all. They also never replied to the formal objection I submitted. Instead, their communication went directly to the technician at ****************************, who kindly kept me informed. *** even requested additional photos and information from the technician despite already sending two inspectors.

  GWC then sent the following message to the technician on July 10, 2025:

  "GOT A REVIEW BACK. GOOD NEWS IS WE CAN HELP. BAD NEWS IS IT WILL BE LIMITED. PER THE SUPERVISOR REVIEW, we arent going to be able to cover the entire engine but we can get them a contribution to help. We are going to be able to cover the rings and the rod and main bearings as a contribution, along with all associated labor. SO I NEED YOU TO EMAIL ME AN ESTIMATE FOR THOSE REPAIRS ONLY."

  When I received this information from the technician not GWC I immediately submitted another written objection. This is not a proper resolution and does not comply with the terms of the warranty purchased. The dealership technician responded directly to ***, stating:

  "I am not understanding how this repair is supposed to fix the vehicle. If you are choosing to do this repair, the block would need to be replaced due to the scoring on the walls. But this is still not correcting the underlying issue."

  This partial repair offer is not a repair at all it is not consistent with professional mechanical standards, nor with the language of the warranty contract. The claim remains unresolved, and I am asking the BBB to reopen this complaint and allow the record to reflect **** lack of communication, their inconsistent decisions, and the burden placed on the consumer in this process.

  
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 07/29/2025

  Good morning, 

   We have received the customers rejection response and will be reaching out to them directly to discuss. Thank you.  

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my ***** equinox in July ********************************************************************************************************************************************* everything was fine with it and then the beginning of March it broke down and we had to get it towed to the mechanic And they said that the timing belt broke and broke the engine, so they submitted a claim to *** and said that we needed to show proof of three oil changes, but two of them weve done ourselves and every time we call them and talk to them, they say that they need more information More records I called them a few days ago and I asked them if I could take a screenshot of Carfax and send it to them for the log of the miles and the lady on the phone told me yes and I called today to ask about the status of it and the lady on the phone today said that I need to provide a call log book and said that they havent received anything for the call logs even though I submitted the Carfax and I told them I did every time I call they tell me that theyre missing a document and I tell them Ive already sent it so then I just send again and then I call again and they tell me that theyre missing something else or that somethings not good enough and then my mom has a contract with them and after seeing and hearing all of the house Ive been having to go through. She tries to cancel her contract and the lady on the phone tells her that she can only cancel if its been repossessed or totaled.

  

  Business Response

  Date: 07/01/2025

  To whom it may concern:

  Thank you for forwarding Ms. ****** comments to us.  We will contact Ms. **** directly to address her concerns.

  *** ****

  GWC

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23538710
  
  I am rejecting this response because:
  I asked to talk to a supervisor and was told one would call me and no one ever did 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/02/2025

  To whom it may concern,

  GWC has contacted the repair facility and agreed to inspect Ms. ****** vehicle to determine if the failure to the engine is maintenance related or not.

  Ms. **** must give the repair facility permission to diagnose/tear down the engine to the point of failure, then they must contact GWC so we can schedule an inspection of the vehicle.

  GWC will make it decision based of the inspectors' findings.

  Thank you,

  *** ****

  GWC