Complaints

This profile includes complaints for Total Warranty Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Total Warranty Services

  PO Box 810187 Boca Raton, FL 33481-0187

  
• 

  Total Warranty Services

  800 W Yamato Rd Boca Raton, FL 33431-4430

  

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:08/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 our extended warranty through them when we bought our vehicle at the dealership. It needs $3000+ worth of engine related repairs. These repairs ARE covered through this warranty, as stated and confirmed by the warranty company via phone calls. These recommended repairs are backed not only by the ********** dealership, but by ** engineers at the corporate level, whom the dealership consulted heavily with during the diagnostic process. The dealership provided all requested photos and videos of engine issues and parts to Total Warranty Services. Total Warranty Services says they cannot prove that these engine repairs will fix the issue. They stated that we (the vehicle owners) have to sign and agree to pay for the repairs if they dont fix the issue. If the repairs do fix the issue, they say they will pay. So we are being expected by *** to assume responsibility if the dealerships remedies fail. The warranty company does not want to hold up their end of the bargain for our paid for warranty. They are forcing us to accept financial responsibility if further repairs happen to be needed, or we are left with no coverage from them at all. No where in our contract does it state that they can make these assumptions or ultimatums, especially on repairs that ARE covered (this was confirmed.) They also stated that because a previous (less costly) repair done (at a different VW dealership) did not fix the issue, they will not be paying for this subsequent one, unless we assume responsibility for another potentially failed repair. This is completely unlawful and against our contract terms.

  

  Business Response

  Date: 09/02/2025

  Issuing Dealer  TWS00585 - **** ***** ********** of Warner Robins (Closed)
  Customer **** ********
  Vehicle  ***** VW ATLAS Cross Sport
  Coverage  Term Care(N)
  Contract/claim number  V0675754 CL11745333
  Issue date/mileage  04/21/2021 - 08
  Breakdown date/mileage  07/15/2025 ******
  Current vehicle location  ********** of Macon
  
  A claim was initiated for this vehicle on 07/15/2025 citing a failure of the lifters and the rocker arm assemblies.  This was the third claim since 06/09/2025 for the same reported failure. 
  
  The first claim was initiated on 06/09/2025 at mileage ****** the customer brought the vehicle in for a concern of the check engine light being on.  The repair facility requested to replace the engine spark plugs and all the ignition coils to remedy this failure.  These failures are not eligible for coverage under this contract, and the claim was correctly denied. 
  
  The second claim was initiated on 06/16/2025 at mileage ****** (7 days and 265 miles) later for a customer concern that the check engine light was on again.  The repair facility was now requesting to replace all the fuel injectors. This claim was reviewed and authorized during this initial phone call in the amount of $1554.75
  
  The vehicle is now back at the repair facility at mileage ****** (29 days and 993 miles later) for the same concern of the check engine light being on.  The repair facility is now requesting to replace all the lifter and rocker arm assemblies.  The diagnostic trouble code that was reported on this claim is the same code reported on the previous claim as well.
  
  Since this is the third attempt at repairing the same reported issue in a very close time and miles proximity, TWS has requested a detailed diagnostic report to be provided. This was requested to ensure the vehicle will be repaired properly for the customer and this problem will not occur again. 
  
  The repair facility could not visibly demonstrate the failure of the Lifters and Rocker Arms. *** discussed with the repair facility if tear down would be able to pinpoint the cause of this failure and it was determined tear down would not demonstrate this failure.
  
  This claim was reviewed by management on 08/29/2025. The repair facility provided documentation from the manufacturer that this requested repair was the next step in the repair process.  TWS has accepted this document as failure verification and this claim was placed in authorized status prior to this complaint being received.  The repair facility has already been made aware of this authorization. 
  
  All attempts made by *** to verify this failure were made to ensure this issue is remedied for the customer during this repair.
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 09/11/2025

   
  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,
  
  **** ********

• Initial Complaint

  Date:08/28/2025

  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 complaint regarding a miscalculated GAP waiver payout for my total loss vehicle. The administrator, Total Warranty Services, provided an insufficient payment, leaving an erroneous balance on my loan with ***********************The facts are as follows:Date of Loss: June 14, 2025.Initial Lender Payoff Quote: On July 1, 2025, I provided Total Warranty Services with a quote from my lender's website for $38,360.07. This amount included all accrued interest at the time.Primary Insurance Payout: My primary insurer, State Farm, paid $28,549.91 (full MSRP), which was a much higher amount than the vehicles assessed value of $24,998.98 ************** Miscalculation: Despite receiving my documentation, Total Warranty Services' payout of $3,684.63 was based on a conflicting, lower payoff figure.The Resulting Balance: This miscalculation directly caused the remaining balance on my loan, which is currently $1,956.36.This dispute was a result of a flawed process. The *** company's claim form had unclear documentation requirements, leading to a 51-day processing delay. When I reached out to dispute the payment and clarify their miscalculation, their only response was to repeatedly tell me to "call our office," a clear tactic to avoid a written record.I have already filed a formal complaint with the **** regarding this issue. I am requesting that Total Warranty Services re-evaluate the claim using the correct payoff figures and issue a supplemental payment to my lender to zero out my account.Thank you.

  Customer Answer

  Date: 08/28/2025

  Note to BBB and Total Warranty Services:
  This note provides context for the attached email correspondence.
  Initially, I initiated a formal, written dispute with Total Warranty Services regarding a miscalculation in my GAP waiver claim. My email was detailed and included all supporting documents.
  The company's only response was a generic email stating, "Please contact our office directly."
  I responded to this email, reiterating my desire for a written resolution. The company replied again with the same generic message. I also sent a formal message through their website's claims message center, to which I have not received a reply.
  This correspondence is included as evidence of the company's unwillingness to engage in a formal, written resolution. Their repeated refusal to respond to a detailed, written complaint and their insistence on handling the dispute via phone appears to be a deliberate tactic to avoid a paper trail and evade accountability for their administrative errors.
  This behavior is a core component of my complaint, and I am documenting it as part of a pattern of unfair business practices.
  
  

  

  Business Response

  Date: 09/02/2025

  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. 
  The definition of "Net Payoff" as stated in your contract refers to 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 the *** Addendum. The unpaid balance does not include any unearned finance charges; Contract charges; late charges; any delinquent 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.
  According to the lenders payment history, a single partial payment was made on 5/30/25. According to the loan contract first payment was due on 5/4/25, and second payment would have been due on 6/4/25 accident happened 10 days later. Per the definition of Net Payoff, these amounts are excluded, as the customer is expected to adhere to the original terms of the retail installment contract. As such, these amounts would not be covered by ***, since they should have been paid by the customer.Had the payments been made on time, this portion of the balance would not exist.
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 35,940.78
  Less Primary Carrier Settlement $(-) 28,549.91
  Less Service Contract Refund (Paid to Lienholder by Dealer) $(-) 2,900.00
  Less *** Contract Refund (Paid to Lienholder by Dealer) $(-) 806.24
  *** Payment $3,684.63
  
  If you should have any additional questions regarding your file, please feel free to contact our call center for further assistance at **************.

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23812443
  
  I am rejecting this response because:Note to BBB and Total Warranty Services:
  This note provides context for the attached email correspondence.
  Initially, I initiated a formal, written dispute with Total Warranty Services regarding a miscalculation in my GAP waiver claim. My email was detailed and included all supporting documents.
  The company's only response was a generic email stating, "Please contact our office directly."
  I responded to this email, reiterating my desire for a written resolution. The company replied again with the same generic message. I also sent a formal message through their website's claims message center, to which I have not received a reply.
  This correspondence is included as evidence of the company's unwillingness to engage in a formal, written resolution. Their repeated refusal to respond to a detailed, written complaint and their insistence on handling the dispute via phone appears to be a deliberate tactic to avoid a paper trail and evade accountability for their administrative errors.
  This behavior is a core component of my complaint, and I am documenting it as part of a pattern of unfair business practices.
  
  Sincerely,
  
  Hunter Short

  

  Business Response

  Date: 09/04/2025

  Mr. ************ understand your concern regarding your receipt of the generic message. That message you received is a standard notification sent to anyone who emails our office,indicating that our office is available for any questions or requests. It was not meant to avoid your inquiry, but to assure you how to reach us directly if needed. Your request was received and sent to management. Asking for you to contact our office is not a delaying tactic. In most cases, we have found that a verbal explanation is somewhat easier to understand.
  
  Upon reviewing the payment history received from your lender, a single partial payment was made on 5/30/25. According to the loan contract first payment was due on 5/4/25, and second payment would have been due on 6/4/25 (accident happened 10 days after the 2nd loan payment required).Per the definition of Net Payoff, these amounts are excluded, as the customer is expected to adhere to the original terms of the retail installment *********** such, these amounts would not be covered by GAP, since they were the customers responsibility. Had the payments been made on time, this portion of the balance would not exist.
  We strive to ensure a smooth and transparent claim process for all our customers, and we regret if there was any misunderstanding.Please contact our office directly with any questions or for further assistance at **************.

• Initial Complaint

  Date:08/20/2025

  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.

  The vehicle has been at the dealership since the end of July, pending repair of transmission. We submitted documentation of all service work required. However, no clear expectation of what was needed from us was ever given other than they need service records in which we submitted. They then were supposed to send a adjuster out and take pictures in which they finally came out. However the pictures were not good enough. Dealership sent in more pictures. The dealership is told they are waiting on manager approval. I was told on 8/19 they were qouted by **** for a new transmission. However warranty company wants to go through their supplier and see if the dealership would put in a supplied transmission. The fear here is its a junkyard transmission with zero warranty. We have been witout a vehicle for almost a month and the vehicle issue has not been resolved. No rental car no nothing, But also what I get from the warranty company and dealership are complelty differnt.

  

  Business Response

  Date: 08/21/2025

  A claim was initiated for his vehicle 07/29/2025 citing a failure to the *************************************************************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle.  The Warranty states that to remain active ALL manufacturer required maintenance must be completed as outlined in the owners-manual.  The Warranty states that the customer is responsible for keeping records of the maintenance and providing them for review upon request.  See below for actual Warranty language. 
  
  Warranty States:
  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.
  
  TWS requested maintenance records be sent in for review on 07/29/2025 during the initial phone call.  We received the initial maintenance record submission on 08/01/2025 and completed our review the same day.  At this time, the maintenance records were found to be insufficient,and the claim could not proceed.  TWS notified the repair facility of the missing records. 
  
  On 08/07/2025 additional documents were received. These documents were reviewed by a TWS supervisor and approved on 08/08/2025.  This approval allowed the claims process to continue. TWS attempted to contact the repair facility this same day, and a message was left for the service advisor to call TWS back to continue the claim.  This was a Friday.
  
  TWS was contacted on Monday 08/11/2025 by the repair facility and customer to continue this claim.  During this call the vehicle was set up for an in-person inspection to verify the reported failure.  This inspection was completed the next day on 08/12/2025.
  
  During the inspection it was noted that there could possibly be internal transmission damage that would require complete transmission replacement instead of the dual clutch assembly replacement that had been requested.  To prevent an ineffective repair from being completed TWS requested a fluid sample to demonstrate if there was contamination present in the transmission assembly. 
  
  TWS received photos of the fluid sample from the transmission, and they confirmed that the entire transmission would need to be replaced to remedy this failure.  The requested repair for this vehicle exceeded the limit of liability (maximum payable amount) for this claim.
  
  TWS attempted to find a cost-effective replacement part to prevent the customer from paying an overage difference for this repair. There were no parts available through our suppliers to complete this repair.
  
  TWS issued authorization to the repair facility on 08/20/2025 at the limit of liability maximum amount of $7525.00 to be paid towards a completed repair.  A TWS Claims Adjuster spoke to this customer on 08/20/2025 to advise them of this authorization. 
  
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:08/18/2025

  Type:Sales and Advertising 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 have Total Mile Warranty Tire Hazard Coverage. I bought the truck from **** ******* **** in ******** with this warranty with documents stating the TIRES WILL BE COVERED under the warranty. I went to file a claim and they are not covering my tires because they are "off road". ALTHOUGH they did cover them ONCE and had no issues now they are stating they weren't suppose to voer them. **************** has been zero help.

  

  Business Response

  Date: 08/20/2025

  A claim was initiated for this vehicle on 06/10/2025 citing failures to all 6 tires. 
  
  This Road Hazard & Tire contract specifically states in multiple sections that only tires that meet the manufacturers specifications are eligible for coverage under this contract.  See below:
  
  Contract States:
  
    II. WHAT THIS SERVICE CONTRACT COVERS
  Replacements are limited to the manufacturer's original tires, comparable, or like replacements as determined by the Administrator.
  
  III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  4. FOR REPAIR OR REPLACEMENT EXCEEDINGTHE MANUFACTURER'S VEHICLE SPECIFICATION
  15. FOR TIRES AND/OR WHEELS THAT DO NOT MEET THE MANUFACTURERS RECOMMENDATIONS SPECIFIC TO YOUR VEHICLE
  
  The tire placard placed on this vehicle by the manufacturer requires this vehicle to have tires that are sized 245/75-17 installed.
  
  The tires that are currently installed on this vehicle and that have been requested for replacement are sized 35/12.5-20.  These tires are 11% taller and 30% wider than what is recommended by the manufacturer.
  
  It is clearly outlined in this contract that tires that do not meet the manufacturer recommended specifications are not eligible for coverage. 
  
  A previous claim was reviewed and authorized, but this does not make the current review or findings invalid.  This claim has been reviewed and correctly denied.
  
  TWS agents, including a **************** Team Lead, have spoken to this customer and reviewed this denial and the contract language on 3 separate occasions via phone.  This claim will remain denied at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23762701
  
  I am rejecting this response because: **** ******* **** of *********** dealership told me any tire, any size and I have that directly from the sales agent, finicial advisor and my service advisor. I bought the truck in Feb 2024 with these tires on it and they issued the service plan.

  Im willing to wash my hands and end the contract ONLY if the 6 tires are replaced! They were once replaced not to long ago with NO issues at all, which Total Warranty now claims was a mistake, well you have to fullfill your service plan that was issued to me with these tires. It is NOT my fault the dealership sold me a plan that is not valid for my vehicle and Total Warranty did at once ahear to that service plan and now is refusing.  I am at the point of getting legal action involved towards total warranty and **** ******* **** of ******** for selling me a contract that was. 
  
  1 Useable on the truck sold with those tires 
  2 Warranty already approved and replaced once and it is a 24 month term and my thread is within the limits  and my tires are not repairable. 
  
  
  All Im asking is my contract to be fulfilled as before and as sold to me. I have been in contact with **** and they state they have sold multiple vehicles without the manufacture tires on them with this service plan. It would be nice to just end this service plan with what is deserved to us, we paid for a service, we were told it would be useable by the sales agent AND finicial advisor PLUS my service advisor even put the tire details into the system for the warranty company. 
  
  
  This issue really needs resolved  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 08/20/2025

  I am rejecting this response because: **** ******* **** of *********** dealership told me any tire, any size and I have that directly from the sales agent, finicial advisor and my service advisor. I bought the truck in Feb 2024 with these tires on it and they issued the service plan. 
  Im willing to wash my hands and end the contract ONLY if the 6 tires are replaced! They were once replaced not to long ago with NO issues at all, which Total Warranty now claims was a mistake, well you have to fullfill your service plan that was issued to me with these tires. It is NOT my fault the dealership sold me a plan that is not valid for my vehicle and Total Warranty did at once ahear to that service plan and now is refusing.  I am at the point of getting legal action involved towards total warranty and **** ******* **** of ******** for selling me a contract that was. 
  
  1 Useable on the truck sold with those tires 
  2 Warranty already approved and replaced once and it is a 24 month term and my thread is within the limits  and my tires are not repairable. 
  
  
  All Im asking is my contract to be fulfilled as before and as sold to me. I have been in contact with **** and they state they have sold multiple vehicles without the manufacture tires on them with this service plan. It would be nice to just end this service plan with what is deserved to us, we paid for a service, we were told it would be useable by the sales agent AND finicial advisor PLUS my service advisor even put the tire details into the system for the warranty company. 
  
  
  

  

  Business Response

  Date: 08/21/2025

  As discussed in our previous response, the tires being requested for replacement do not meet manufacturers specifications for this vehicle.  Oversized tires that are 11% taller and 30% wider have been installed on this vehicle as a modification.
  This contract specifically states that only tires that meet manufacturers specifications are eligible for coverage.  See below for contract language:
  Contract States:
  
    II. WHAT THIS SERVICE CONTRACT COVERS
  Replacements are limited to the manufacturer's original tires, comparable, or like replacements as determined by the Administrator.
  
  III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  4. FOR REPAIR OR REPLACEMENT EXCEEDINGTHE MANUFACTURER'S VEHICLE SPECIFICATION
  15. FOR TIRES AND/OR WHEELS THAT DO NOT MEET THE MANUFACTURERS RECOMMENDATIONS SPECIFIC TO YOUR VEHICLE
  
  This claim has been reviewed and TWS has fulfilled our contractual obligation regarding this claim.  This claim will remain denied.
  
  
  Kind Regards,
  
  
  Total Warranty Services 

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23762701
  
  I am rejecting this response because: again the dealership said it will be covered any size any tire. Sold me the truck and the truck had these tires on it. I simply want what was given a warranty on my tires for 24 months. I even stated i will wash my hands if they were warranted one more time. 
  

  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/15/2025

  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 this complaint against Total Warranty Services (TWS) regarding a ************* claim that was grossly mishandled and has caused me unnecessary financial hardship.I submitted a GAP claim to TWS after my vehicle was declared a total loss. Despite providing all required documentation multiple times, TWS repeatedly asked for the same documents over and over, causing an unreasonable delay in the claim process. I complied with every request in a timely ********* a result of their ongoing delays, I was forced to continue making payments out of pocket on a vehicle I no longer ownedfor nine months. It was only after I escalated my concerns by emailing someone else within the company that the final remaining balance was finally paid.I believe this is a clear case of negligence and bad faith. I paid for GAP coverage specifically to avoid this kind of financial burden, and instead, I was made to pay out of pocket while waiting for them to honor a valid claim. I am seeking full reimbursement for all monthly payments made from the date the claim was initially submitted until the day *** paid the loan balance.*** failed to provide the service I paid for, and their handling of my claim was both unprofessional and financially damaging. I request that the BBB investigates this matter and that *** issues a refund for the out-of-pocket payments I was forced to make due to their delays.Thank you for your time and assistance.

  

  Business Response

  Date: 08/22/2025

  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, *** covers from date of purchase to date of loss and 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. 
  
  When starting a claim with our company we recommend reaching out to your lender, as the loan is still in your name and your lender can hold you responsible for payments until your *** claim and your insurance company claim are finalized. In addition, an email was sent with a list of required documentation needed to process your claim and where that information could be obtained.  Also, it was detailed that once all the documentation was received, processing would take approximately ***** business days to complete.
  
  The timeline of your *** claim:
  We were initially contacted on September 25, 2024, to open the claim. Once a claim is started a list of required documentation to process the *** claim was sent to the email address provided.  The list of required documents never changed.
  Our website sent follow up emails to the email address we have on file, on the following dates, these emails let you know what was received and what was still pending. October 10, 2024, October 25, 2024, November 9, 2024, November 24, 2024, December 9, 2024, December 17, 2024, January 3, 2025, January 18, 2025, January 28, 2025, February 2, 2025, February 17, 2025, April 13, 2025, and April 28, 2025.
  October 18, 2024, Ally Financial sent everything except declaration page and police report (please note all emails and our website all state: If no police report filed a notarized statement from Customer)
  December 19, 2024, declaration page received.
  April 30, 2025, a Notarized Statement of Loss, the last required document, was received. The claim was then sent to the processing department.
  Per our *** Addendum, claims do not begin processing until all required documentation is received.
  Processing takes approximately ***** business days from the date we receive all the necessary documentation.
  While our department does not make outbound calls, we send notifications every 15 days to update you on any pending documentation.
  
  We strive to ensure a smooth and transparent *** claim process for all our customers, and we regret if there was any misunderstanding.  Below is the Explanation of Processing for your claim:
  
  Explanation of Processing:
  Net Payoff at time of Loss $ 11,756.00
  Less NADA at time of Loss $(-) 9,913.00
  *** Payment $1,843.00
  
  If you should have any additional questions regarding your claim, please feel free to contact our call center for further assistance at **************.?
  

• Initial Complaint

  Date:08/14/2025

  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.

  I purchased a **************** Powertrain Warranty (Agreement #LL898677) administered by Total Warranty Services through ***** ******* **** in ************, **. My vehicle is a 2019 **** F-150 (VIN: *****************).On August 12, 2025, the repair shop filed Claim #******* for a water pump and thermostat housing leak. The claim was denied on the grounds that the warranty does not accept self-maintenance. This denial is inconsistent with the written contract, which only requires that I follow the manufacturers scheduled maintenance and keep detailed records. The contract does not prohibit self-performed maintenance or require work to be done by a dealer or licensed repair facility.I have complied fully with the maintenance requirements, including maintaining a detailed log and retaining all receipts showing dates, mileage, VIN, and part/fluid specifications per ***** requirements. There is no evidence that my self-performed maintenance caused or contributed to the water pump failure.This denial appears to violate the MagnusonMoss Warranty Act (15 U.S.C. 2301 et seq.), which prohibits warranty providers from denying coverage solely because the owner performs their own maintenance, unless they can prove the work caused the failure. I am requesting that Total Warranty Services honor the warranty as written and approve the repair claim.Dates Involved:Warranty purchase date: March 28, 2022 Claim filed: August 12, 2025 Claim denied: August 2025 (exact date available in correspondence)Resolution Sought:Approve and pay the repair claim for the water pump and thermostat housing under the **************** Powertrain Warranty, as the denial reason is not supported by the warranty terms or applicable law.

  

  Business Response

  Date: 08/19/2025

  A claim was initiated for this vehicle on 08/12/2025 citing a failure of the water pump and thermostat housing.
  
  This **************** Powertrain Warranty was provided to this customer at no charge during the sale of this vehicle. This warranty specifically states that to remain valid all manufacturers required maintenance must be completed as outlined in the owners manual.
  
  This warranty also states the customer must keep copies of all repair orders related to these maintenances and provide them to TWS for review upon request.  This Warranty clearly outlines the requirements for these maintenance records. This language conspicuously appears on the face of the warranty.  See below:
  
  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.
  
  A TWS claims adjuster requested these records be sent in for review during initial email contact with the repair facility. 
  
  During our review of the submitted records, it was found that they did not meet this Warrantys requirements as outlined above.  We received a vehicle maintenance log that had been filled out by the customer and receipts for parts that were purchased by the customer. 
  
  This ****************** clearly states that to be eligible,maintenance records must contain a repair order number and repair order date.  A repair order is a document produced by a business documenting service paid for by a retail customer.
  
  The maintenance documentation provided by the customer does not meet the requirements of this warranty as outlined under the terms and conditions.  This claim has been reviewed and correctly denied at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services
  

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23747351
  
  I am rejecting this response because:

   

  The warranty contract requires maintenance records to contain a repair order number and repair order date, but it does not define what those terms mean or restrict them to documents issued by a dealership or commercial repair facility.
  In the absence of a definition in the contract, a reasonable interpretation is that:
  The repair order date is the date of service which I recorded in my maintenance log and which also appears on my receipts.
  The repair order number can be satisfied by a receipt number, invoice number, or unique identifier from the parts purchase, which I retained and provided.
  This interpretation fulfills the contracts stated requirement: that each record identifies the service performed, the date, the mileage, and the related receipts. By insisting that repair order refers only to dealer-issued documents, Total Warranty Services is adding a requirement that does not appear anywhere in the contract language.
  Furthermore, the MagnusonMoss Warranty Act prohibits a warranty provider from conditioning coverage on the use of a particular shop or service provider unless the work is provided free of charge. Since the warranty was offered at no additional cost but still requires maintenance, I fulfilled the obligation in good faith with proper documentation. There is no evidence my maintenance caused the water pump failure.
  For these reasons, I maintain that my records satisfy the contracts requirements, and I respectfully request that the claim be honored.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 08/21/2025

  Thank you for your response.
  To provide further clarity,repair order has a specific meaning in the automotive industry; a document does not constitute a repair order simply because it has a number on it. Rather, a repair order is a document generated by a repair facility or dealership that serves as the official work authorization and record of service, detailing customer concerns, technician findings, corrective actions taken, and the associated parts, labor, and costs for a repair (elements that,by their nature, cannot be captured in a document created by a customer for self-performed repairs/maintenance).
  To address your concern that TWS is conditioning coverage on the use of a particular shop or service provider, we have not done so.
  To address your concern that "there is no evidence [that the self-performed] maintenance caused the water pump failure", this has not been alleged, and the claim was not denied on this basis. Rather, the claim was denied because we have not received proof of maintenance as outlined in the Maintenance Requirements section of the warranty.   To confirm, the maintenance requirements apply without exception, regardless of whether maintenance, or lack thereof,contributed to the failure at issue.
  Accordingly, it is TWSs position that all contractual obligations have been satisfied. TWS therefore respectfully maintains the denial of the claim.
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23747351
  

  I appreciate the business clarifying their position. However, I must point out again that the contract I signed does not define repair order as a document produced exclusively by a dealership or repair facility. Total Warranty Services is applying an industry-specific definition after the fact that was never disclosed in the written agreement provided to me at the time of vehicle purchase.
  As a consumer, I fulfilled the contracts requirements in good faith:
  I performed all maintenance on schedule according to the manufacturers Owners Manual.
  I retained receipts for all fluids and parts, with mileage, dates, and VIN noted.
  I created detailed records that included all of the information required by the contract (customer name, date, mileage, VIN, and ******************** performed).
  Nowhere in the contract does it say that I am prohibited from performing my own maintenance or that my records must be generated by a repair facility. By applying this restriction after the fact, Total Warranty Services is effectively conditioning coverage on the use of a repair facility even though this requirement is not present in the warranty terms.
  This practice is unfair and misleading, and it directly contradicts the MagnusonMoss Warranty Act, which protects consumers rights to perform their own maintenance without voiding warranty coverage. The failure in question (a leaking water pump and thermostat housing) is unrelated to the maintenance I performed, and Total Warranty Services has not alleged otherwise.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/06/2025

  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.

  Warranty claim denied. 100% within the parameters of the contract. Still denied. There is no other way to describe it, they are 100% lying, misleading, and fraudulent.

  

  Business Response

  Date: 08/12/2025

  A claim was initiated for this vehicle on 08/01/2025 citing a failure to the transmission assembly.
  
  This **************** Powertrain Warranty was provided to the customer at no cost during the sale of this vehicle.  This Warranty has specific requirements under the Terms and conditions section related to vehicle maintenance and documentation requirements. 
  
  This Warranty clearly states that to remain active ALLmanufacturer required maintenance must be completed as outlined in the vehicles owners-manual.  This Warranty also says the account holder should keep copies of all repair orders related to these services and provide them to TWS for review upon request.  See below for actual Warranty language. 
  
  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.
  
  The records provided by this customer do not meet the requirements stated in this Warranty. 
  
  The documents provided by this customer for review do not have a Vehicle Identification Number noted as stated under the terms and conditions of this warranty.
  The provided documents are handwritten by the customer themselves and do not meet the requirement of being an official Repair Order.  A repair order is a document produced by a business documenting service paid for by a retail customer.
  
  This claim has not been placed in denied status.  This claim is pending approved documentation from the customer.  If the customer can produce the required documentation, TWS would be happy to review this claim further. 
  
  A TWS Claims Supervisor has also spoken to this customer via phone and explained these requirements. 
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23710073
  
  I am rejecting this response because: All the information was provided, 100% what was asked for,  also the contract does NOT state the information as stated by TWS.  If my claim was not denied, as stated by ***, I will provide all needed documentation AGAIN. I was not given that option previously. Please advice on where to send all documentation.  Thanks
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/28/2025

  In this response, the customer alleges he provided "100% what was asked for."  This is not true.  As stated in TWS's prior response,the documents provided by customer do not meet the Limited ******************'s contractual requirements, as follow:
              The provided documents are handwritten by the customer themselves and do not meet the requirement of being an official Repair Order. 
              The documents provided by this customer for review do not have a Vehicle Identification Number noted as stated under the terms and conditions of this warranty.
  
  [DIY maintenance log] is not acceptable under the Limited Warranty's Maintenance Requirements. To provide further clarity, repair order has a specific meaning in the automotive industry; a document does not constitute a repair order simply because it has a number on it.  Rather, a repair order is a document generated by a repair facility or dealership that serves as the official work authorization and record of service, detailing customer concerns, technician findings, corrective actions taken, and the associated parts, labor, and costs for a repair (elements that, by their nature, cannot be captured in a document created by a customer for self-performed repairs/maintenance).
  Even if [DIY maintenance log] is acceptable, per the terms of the Limited Warranty (which it is not), the records provided by Claimant are deficient as they do not contain a vehicle identification number.
  
  This customer also alleges that *** stated the claim was denied. This is also not true. This claim remains in pending status awaiting approved documentation from the customer.  Upon receipt of all maintenance records as required by the Limited Warranty, TWS stands ready and prepared to review this claim in accordance with the Limited Warranty's terms and conditions.
  
  A TWS supervisor will reach out to this customer to ensure they have the proper contact information for submission of documents. 
  
  Kind regards,
  
  Total Warranty Services
  

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23710073
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  requested cancelation of the warranties, sent all required information. They stated it would take around 2 weeks, as the dealership closed so they must process the cancelation internally. I called today to check the status, as it will be 2 weeks this friday, and i was told when i called last week they would expedite this, and was informed they cant process the cancelation yet because they have to sort out a protocol for processing the cancelation internally. This dealership has been out of business for several months, they have had plenty of time to get protocols. They are delaying refunding the prorated reimbursment back into my loan, which is making it impossible for me to sell the car.

  

  Business Response

  Date: 08/12/2025

  Mr. ***** cancellations have now been completed, his agreements were successfully cancelled yesterday,8/6/2025.  A refund check will be sent via **** mail tomorrow, 8/8/2025,to his lienholder; Ally, at the address listed on his agreement.  The total refund amount that will be applied to his loan is $2,213.81.  The delays were due to the fact that the selling dealership is no longer in business and TWS needed to set-up a way to be able to recoup the portion of the cancel refund that the store was responsible for.  We have this process in place now.  Thank you for your understanding.
  
  Should Mr. **** have any further questions, he can reach out to us directly at ************.

  Customer Answer

  Date: 08/27/2025

   
  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,
  
  Blade ****

• Initial Complaint

  Date:07/17/2025

  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 my 2017 ****** Titan from Riselman ****** in *********** -with it I also purchased an extended warranty (platinum)-Jan/2025 the dealer found scoring on the #7 cylinder and that the engine needed replaced -Warranty found a junk yard motor and have the dealership do the install -This whole process took 7 months -about 3 weeks ago I picked up my truck and noticed a loud banging sound from the engine then it started idling rough -Brought it to dealer who says they did all the checks and there is something definitely wrong within the engine -This warranty company does not accept this and wants them to tear down the motor -I have been out of a truck for almost 8 months now and the warranty still refuses to make this right -I purchased the warranty in good faith that if any issues were to arise it would be covered -The warranty drags their feet and found a cheap junk motor that is no good -Now the expect the dealership to tear down the motor to tell them whats wrong -the warranty wont allow me to take it to another shop as Im stuck with this dealer -they are dragging their feet to get out of arbitration from the year of the defect.-last 8 of vin is HN563310 -I DO NOT WANT ANOTHER USED MOTOR. Im 8 months without my truck already

  

  Business Response

  Date: 07/18/2025

  The original claim for this vehicle was initiated 01/31/2025 citing a failure to the engine assembly.  The repair facility was requesting to replace the engine using a short block engine assembly per a service bulletin that was published by the manufacturer.
  
  During the initial call, our Claims Adjuster requested a parts list be emailed into us so the estimate for this repair could be built into the claim. 
  
  Our adjuster also asked for photos demonstrating this engine failure.  The repair facility reported that they had already taken these photos using a bore scope. *** did not receive this requested information until 02/04/2025.
  
  The photos taken by the repair facility could not demonstrate the failure of this engine.  This vehicle was then set up for an in-person inspection on 02/05/2025.  This inspection was completed the next day on 02/06/2025 and the failure was able to be verified by the inspector. 
  
  During the inspection it was found that this vehicle had a dealers temporary license plate in place.  Additional documentation was requested to verify ownership of this vehicle.
  
  Maintenance records for this vehicle were also requested for review to ensure this internal engine failure was not related to a lack of manufacturer required maintenance.  This additional documentation was provided on 02/17/2025 and the claims process could continue.
  
  This claim was reviewed by a supervisor and authorized 02/18/2025.  After making numerous attempts to contact the repair facility, totals and authorization were provided to the repair facility on 02/19/2025. (20 Days after claim was originally initiated)
  
  On 04/09/2025 (49 Days Later) the repair facility called TWS to provide an update on this repair.  They advised us that they had begun to tear down this vehicle for repair and found an excessive quantity of metal in the engine oil.  They were now requesting an entire engine assembly to complete this repair. 
  
  The repair facility was requesting to install a used engine that they were sourcing to complete this repair.  This claim was again reviewed by a supervisor and was re-authorized on 04/18/2025 using the repair facilities used engine assembly. 
  
  On 04/28/2025 (10 days later) the repair facility called TWS to advise us that the used engine they were attempting to source for this repair was no longer available.
  
  TWS was able to source a used engine with significantly less mileage than the vehicle to complete this repair. This engine came with a 12-month, 12,000-mile warranty that matched the manufacturers warranty for new parts.  This engine was ordered on the same day (04/28/2025) and this claim was again placed back in authorized status.
  
  On 05/12/2025 the repair facility called to add several one-time use parts to the claim. These parts were authorized the same day.
  
  On 05/28/2025 the repair facility called to add an Oxygen sensor to this repair.  This addition was reviewed and authorized.  
  
  This vehicle was brought into a repair facility on 06/23/2025 for a rough idle condition. This type of condition can be caused by numerous different types of failure and does not necessarily indicate that there is a failure to the engine assembly.
  
  A compression test shows the engine is within manufacturers specification.  The repair facility has not shown a direct cause of failure, and they do not know what has caused this engine to run rough. 
  
  As of today 07/18/2025, a TWS adjuster has spoken to the repair facility, and they are going to attempt to properly diagnose this vehicle and provide us with information regarding the current failure. 
  
  This contract allows the customer to take their vehicle to any reputable repair facility and does not require this customer to use a particular repair facility as stated in this complaint.
  
  As outlined in the timeline above this claim was originally authorized by *** 20 days after all the information was verified on this claim.  TWS has quickly reviewed all additions to this claim and provided authorization in a timely manner.   
  
  We recommend the customer reach out to the repair facility directly to discuss any delays that may have come up during the repair process. 
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23616416
  
  I am rejecting this response because:
  It was not a dealer temp tag it was the dealer logo. Saying it was a temp tag is a lie. Everytime Myself and the dealer got into contact you requested something different. The day I drove my truck home from the shop after getting the used junk yard Motor installed a loud bang was heard from the engine compartment and started idling rough. The certified (dealer) repair shop stated it is an internal failure, you will not accept this. Its been 7 months without my truck and all you can do is blame the dealer for your lack of communication and junky parts. Until *** makes this right and fixes it I reject this response. I purchased the warranty in good faith that this wouldve been corrected. See your response saying the shaking could be anything is the same thing you guys continue to do. The dealer told you it internally failed but you dont believe them. The truck literally had not run right since the new junk yard engine was installed. So no your claim that it can be anything is wrong as it did even run right when I got it from the dealer. Any prudent persons could recognize this specially beings the day I got it back is the same days the loud noises and shaking occurred. You will ever convince anyone that 8 months and a junk yard motor is you guys working in good faith to honor the service contract.

  
  **** ******

  

  Business Response

  Date: 07/22/2025

  The engine that was sourced by *** to complete this repair had the same 12 month,12,000-mile warranty as the engine that was requested by the repair facility. 
  
  This contract specifically says that New, Remanufactured, Used, or Non-OEM Manufactured parts may be used to complete repairs approved on this contract.  This is in bold under the section Key Terms.  See below.
  
  CONTRACT STATES:  I. KEY TERMS
  At the Providers option, the Administrator may use replacement parts in covered repairs that may include new, remanufactured, used or non-original equipment manufactured parts.
  
  As stated in our previous response, the engine sourced for this vehicle had significantly less miles than the vehicles current odometer reading. This part is a reasonable and fair solution for this repair and is allowable per the terms of this contract.
  
  Total Warranty Services has fulfilled its contractual obligation regarding the usage of parts on this claim. 
  
  For due diligence we have also followed up with the repair facility to get further information regarding this new reported failure and the repair facility does not have an update at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23616416
  
  I am rejecting this response because: I purchased this warranty in good faith hoping this company would fulfill the contractual agreement. They have done nothing but delay the process and lie. Like the temp tag not sure where this one came from. Ive been without my truck for almost 7 months due to your failure to source good quality parts. The truck doesnt run after the junk motor was put in. And you still think youve fulfilled the contractual agreement? 7 months without a vehicle and thousands of dollars in a rental car for your unfaithful business practices. Consumers purchase the warranty in hopes of avoiding this exact thing. Youre in the business to do it as cheap as possible at the consumers expense. Youll never convince someone 7 months without a vehicle is your idea of full-filling the contractual agreement, specially putting in a junk motor. I will reject your responses until this is made right. The dealer doing the work is the same dealer that sold me this extended warranty. Every step of the way you guys have put up road blocks. Saying I had a dealer tag?! , asking the dealer to take multiple steps when they sent pictures of a scuffed cylinder wall. As soon as I got the truck home, I heard a loud banging from the engine and now it idles rough. But yet you are requiring the dealer to tear it a part to figure whats wrong with the junk yard motor. The dealer is now wondering whos gonna pay for all this time. The dealer is a certified ****** dealer with a repair shop that sells YOUR warranty. Any reasonably prudent person would also agree with your incompetence in having the consumer wait 7 months to just put in a junk yard motor.

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

• Initial Complaint

  Date:07/02/2025

  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 in 2021 that included a lifetime powertrain warranty through TWS and I added an additional ******* mile/72 month warranty for the price of $2370. I followed **** recommended specs for service records on the truck. I was advised by **** to monitor the oil life via the intelligent oil life monitoring system, which I did. Now *** is denying a warranty claim based on service history the truck was serviced at a certified shop with records available for review. *** is also saying that my ******* mile warranty does not include powertrain. That was not disclosed prior to purchase and the warranty service contract does not state anything about powertrain not being included. There has been very little effort by *** to work with me to resolve this issue. The warranties should be honored based up on my following of the **** system that is in place and recommended by ****. I dont not need a refund for the warranty purchase price, I simply need my warranty to be in effect and honored.

  

  Business Response

  Date: 07/02/2025

  A claim was initiated for this vehicle on 05/13/2025 citing failures to the Variable Valve Timing Actuator (Phaser) and the Rear Differential Pinion Seal.  Both failures are considered Powertrain related failures by the manufacturer. 
  
  This account holder has 2 active contracts with TWS. See below for more information.
  
  This contract is a Platinum Powertrain-Wrap contract.  This contract specifically excludes any Powertrain related failures from coverage. The failures in this claim are not eligible for coverage on this contract.  See contract language below:
  III. WHAT THIS SERVICE CONTRACT DOES NOT COVER E. ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.
  
  The second contract is a **************** Powertrain Warranty that was provided to the customer at no cost during the purchase of the vehicle.  This Warranty does have eligibility for powertrain-related failures, and this is the Warranty the claim in question was initiated on.
  
  This **************** Powertrain Warranty states that to remain active ALL manufacturers required maintenance must be completed as outlined in the owners manual.  This Warranty also says that the customer is responsible for keeping copies of all maintenance records and to provide those records to TWS upon request.  See below for Warranty language.
  
  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.
  
  TWS requested the maintenance records for this vehicle be sent for review on 05/13/2025. *** received the maintenance records for this vehicle and completed our review on 05/14/2025.
  
  During this review it was found that this vehicle had missed 3 manufacturers recommended Lube, Oil, and Filter services, and 1missing / late Air filter replacement. A total of 4 missing records.  This was reviewed with the repair facility and discussed by them with this customer.
  
  On 05/15/2025 the customer called TWS and spoke to one of our claims adjusters regarding the maintenance evaluation.  This claim is noted that during this call the customer advised us that they were told by a dealer that the oil only needed to be changed when a service light came on and that there was not a mileage requirement for this vehicle Lube, Oil and Filter services to be completed.
  
  During this call we advised the customer that for this ****************** to remain valid, the manufacturers requirements must be followed and the recommendation made by that individual repair facility did not match manufacturer specifications as outlined in the owners manual.
  
  We spoke to the customer again on 07/02/2025 via phone and this information was reiterated.  The claim is noted that the customer understood that they may have been provided with incorrect information regarding the service interval on this vehicle from a repair facility. The customer expressed frustration on this call for being told the incorrect information by this repair facility.
  
  TWS adjudicates claims using the language contained within the Warranty / Contract.  Per the terms and conditions listed above this claim was correctly denied due to a lack of maintenance as outlined in this vehicles owners manual.
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23547537
  
  I am rejecting this response because:

  
  Your response states that my claim was denied based on (1) the classification of the failures as powertrain-related, which you assert are excluded under my extended contract, and (2) alleged lapses in maintenance under the Lifetime Powertrain Warranty due to missing records. I must respectfully disagree with both conclusions.
  
  
  1. 
  Powertrain Coverage Under the ******* Mile Warranty
  
  
  
  
  Nowhere in the service contract that I received for the ******* mile / 72-month warranty does it clearly state that Powertrain-related failures are excluded. Had this limitation been disclosed prior to purchase or clearly presented in the contract language, I would have had the opportunity to make an informed decision. It is misleading and unreasonable to broadly exclude the most significant and costly components  while labeling the coverage as a Powertrain-Wraparound, which implies inclusion rather than exclusion.
  
  
  2. 
  Maintenance Compliance with Manufacturer Standards
  
  
  I have consistently followed the Ford-recommended *************** Life Monitoring (IOLM) system, which is explicitly designed to guide service intervals based on actual driving conditions. I trusted Fords system and advice provided by certified technicians who reinforced this method. To now retroactively deny coverage by defaulting to a static mileage-based interval not actively enforced or required by **** creates an unfair standard that most consumers would not reasonably expectespecially when professional guidance and technology suggest otherwise.
  
  
  Furthermore, the vehicle was regularly serviced at certified facilities with documentation available for review. To penalize me for a minor deviation or a difference in interpretation of the owners manualespecially when the guidance I followed came from qualified professionalsis an unreasonable and rigid application of your terms.
  
  
  3. 
  Lack of Transparency and Support
  
  
  There has been very little effort on TWSs part to work with me toward a fair resolution. My understanding of my warranty coverage was based on the information provided at the time of purchase, and I acted in good faith by maintaining the vehicle and submitting accurate service documentation. The denial feels less like a fair adjudication and more like a technicality used to avoid honoring a legitimate claim.
  
  
  
  In Good Faith ******* for Reconsideration:
  I am not asking for a refund or special treatmentonly that the warranty coverage I paid for and was promised be honored based on my good-faith adherence to manufacturer-recommended service practices. I request a full reconsideration of this claim, ideally reviewed by a supervisor or appeals committee, with a focus on:
  
  
  The lack of clearly disclosed powertrain exclusions in the extended warranty;
  The reasonableness of following Fords IOLM system;
  The fairness of denying a claim due to a technicality not directly linked to the failure in question. 
  
  Sincerely, 
  
  ***** ******

  

  Business Response

  Date: 07/07/2025

  Below you will find our responses, in numerical order, to each individual concerns. 
  As stated in our previous response, the Powertrain Wraparound Contract (******* mile / 72-month) (V0638273) that is held on this vehicle specifically states that Powertrain related failures are not eligible for coverage.
  
  This contract is specifically designed to wrap around a separate powertrain coverage and provide eligibility for non-powertrain items.   This was clearly outlined in our previous response, and I will attach a screenshot from the actual contract showing where this is stated. 
  The Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER E. ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.
  
  While this vehicle is equipped with a service reminder light, the owners manual also clearly outlines that this vehicle should not travel any further than ****** miles or one year without an oil service.  I have attached a screenshot directly from the **** owners manual for this vehicle in my attachment. 
  The records provided to TWS show that this vehicle went from mileage ***** to mileage ****** without a Lube, Oil, and ********************* (****** miles)
  These records also show that the vehicle went from mileage ***** to ***** without a ************ (****** miles)
  These records also show this vehicle also went from mileage ****** to ****** without an ************  (17,312)
  
  These overages are not considered a minor deviation and do not follow what was required by the manufacturer in terms of maintenance on this vehicle. 
  As stated in our previous response, this **************** Powertrain Warranty specifically states that All manufacturer recommended services must be completed as outlined in the owners manual.  This requirement has not been met as outlined in the terms and conditions of this Warranty.  This **************** Powertrain Warranty was provided to the customer AT NO COST during the purchase of this vehicle.
  These findings are not based on technicality or interpretation but on the contractual language present in both contracts. 
  If the customer can provide additional maintenance records for review to show that some of these missing / late services were completed, TWS would be happy to review them and this claim. 
  We would be happy to discuss this with the customer on a phone call if they would like more information and ask them to contact us through our main phone line to speak to a customer service representative.
  
  Kind regards,
  
  Total Warranty Services