Business Profile

Auto Warranty Processing

Total Warranty Services

Complaints

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

Customer Complaints Summary

68 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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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:07/01/2025
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.
Vehicle was purchased new from *********** in ****** **. A lifetime powertrain warranty was included in the purchase, We had transmission warranty work done on the vehicle at ****** miles at ******************** while still basically new, The same issues resurfaced at around 90k miles. We have acted on the warranty via **************************************. The issue is remaining in denial status for missing maintenance records. I have provided proof of every oil change, receipts for every air filter and still being told I'm missing the documents I have submitted several times. It appears that every effort is being made on their end to not approve the repair. It is really frustrating because it was a pre existing issue. I have emails and all of the documents I have submitted, No services were missed on this vehicle. My wife and I have been beyond patient with this process. We live 4 hours away from the dealership. Now they are requesting that we return the loaner vehicle and retrieve our vehicle until its approve. The is nothing left to provide and no reason for non approval at this point. 2021 **** expedition VIN *****************.
Business Response
Date: 07/01/2025
A claim was initiated for this vehicle on 06/16/2025 citing a failure to the transmission assembly.

This **************** Powertrain Warranty was provided to the customer at no charge during the purchase of this vehicle. This warranty specifically states that to remain active, allmanufacturer recommended services must be completed as outlined in the vehicles owners manual. 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.

Our mechanical claims adjuster requested these records during this initial phone call.

TWS initially received maintenance records for review on 06/19/2025. During review it was found that a total of 10 required manufacturer services were missing as outlined in the owners manual.

Several of the submitted maintenance records were missing the required vehicle information as outlined in the Warranty language listed above. This missing information made these records invalid for verification per this warrantys terms and conditions. The repair facility was notified of these findings and asked to provide additional documentation.

Additional maintenance documentation has been submitted to TWS two additional times for review. After reviewing the latest document submission there are currently 5 missing manufacturers required maintenances.

This claim has never been denied and is currently in Pending status awaiting further maintenance documentation. TWS will be happy to review any further documents provided by the customer related to this claim.

If the customer has any questions regarding these missing maintenance records, we ask them to call us on our main line at **************.Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6pm EST.

Kind Regards,

Total Warranty Services
Customer Answer
Date: 07/01/2025

Complaint: 23541497

I am rejecting this response because:
TWS continues to state that 5 records are missing. I have attached all services again. 1 record has the incorrect odometer reading. Other than that record, all are correct and accurate. Stating that 5 are missing is not accurate. It appears that everything possible is being done to prevent covering this repair. It's sad that customers, especially veterans have to deal with this type of customer service!

Sincerely,

**** **********
Business Response
Date: 07/02/2025
*** is responsible for administering claims according to the language written in the Warranty / Contract.
It is clearly outlined in this Warranty that ALL services must be completed as outlined by the manufacture. There are clear requirements that are outlined in the Warranty regarding what should be contained within a maintenance record document.
This warranty says: 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.
For example,one of the records that have been submitted by this customer for review is attached.
This record does not have the Customer name, vehicle VIN number, vehicle description or repair order number.
There is no way to verify that this document is connected to the customers vehicle. These requirements are clearly outlined in the warranty.

As previously stated, this claim has not been denied. *** would be happy to review additional documents if they are submitted and meet this Warrantys requirements.
We encourage this customer to call and speak with our customer service representatives if they have any further questions regarding this claim.

Kind regards,

Total Warranty Services
Customer Answer
Date: 07/02/2025

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:06/24/2025
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.
Complaint to the Better Business Bureau Business Name: Total Warranty Services Location: ***************, ******* Product/Service: Extended Auto Warranty Consumer: [Your Full Name]Vehicle: 2019 **** 500X Pop ---Complaint Summary:I purchased a 60-month / 100,000-mile extended warranty through Total Warranty Services on August 25, 2020, for my 2019 **** 500X Pop, which had only 378 miles at the time of purchase. The warranty was meant to provide peace of mind, but my experience has been anything but ******* October 2024, I experienced fouled spark plugs. I repaired the issue myself at that ******* April 2025, the car developed a new issue related to a faulty solenoid. I took it to ********************* in ******, IL for diagnosis and repair. The dealership performed the following services:Replaced spark plugs again Replaced the faulty solenoid Performed an oil change I paid approximately $600 out of pocket for these repairs.After picking up the vehicle and filling it with gas, the engine immediately began misfiring and ultimately shut off. The car ran briefly for a couple of days but then overheated while driving home from ******. I pulled over immediately and had the vehicle trailered home, then trailered again back to ***** for further ************* that point, ***** diagnosed coolant in the oil and a valve stuck open, suggesting potential engine damage. However, Total Warranty Services denied the claim, citing that the vehicle was driven excessively while overheating.I dispute this claim entirely. The car was not driven after overheating; it was immediately pulled over and trailered home and to the shop. Their denial appears to be based on assumption, not fact. No investigation or evidence was presented that justifies the denial based on excessive driving after overheating.
Business Response
Date: 06/25/2025
A claim was initiated for this vehicle on 05/27/2025 citing a failure to the engine assembly.

The initial report from the repair facility was that the vehicle had a check engine light present and multiple diagnostic codes stored in the system related to overheating. The vehicle was found to be very low on coolant and the repair facility reported that the engine had obvious signs of being overheated.

An inspection was set up to verify this failure and the extent of damage to the engine on this vehicle. This inspection was completed by a third-party inspection company on 05/30/2025.

During the inspection it was found that this vehicle had 9 diagnostic trouble codes stored in the system. 7 of these codes were related to the engine failure and 2 of the codes were directly related to the vehicle being operated while overheating.

The vehicles onboard computer logged the first overheat condition at mileage ******* miles. The data from the online computer shows the vehicle was turned on 19 more times after this overheating condition occurred and had been driven an additional ***** miles during this failure.

The vehicles current mileage was verified during inspection to be 66856. The codes in the system did create a warning for the driver in the form of the check engine light being on. This was confirmed by the repair facility.

Furthermore, the driver of the vehicle stated in their complaint to the repair facility that the vehicle was not running normally and was running rough with the check engine light on.

This continued operation during the overheating failure is the direct cause of the catastrophic damage that occurred to this engine.

This contract specifically states under section: VI.YOUR RESPONSIBILITIES
If You experience a Breakdown, you agree to 1. Use all reasonable means to protect Your Vehicle from further damage.

The information provided by the repair facility and the findings during the inspection clearly show this vehicle continued to be driven for an extended period of time during a failure that was known by the driver. Per the terms and conditions of this contract, this claim has been correctly denied.

Kind regards,

Total Warranty Services
Customer Answer
Date: 06/25/2025
Subject: Response to Business Reply BBB Complaint ID ********
Dear BBB Representative,
Thank you for forwarding the response from Total Warranty Services regarding my complaint.
I respectfully disagree with their position and would like to clarify the situation:
The only possible scenario where Total Warranty Services' explanation would hold true is if ***** ******* ********** in ******, IL the authorized repair facility cleared the diagnostic codes without properly resolving the underlying issue. This would have temporarily allowed the vehicle to run, giving the appearance that the problem was addressed, while in reality, the condition persisted and ultimately worsened.
At no point was the vehicle knowingly driven in an overheated or unsafe condition by the consumer. The vehicle was immediately taken in for service when the issue first appeared. If the vehicle continued to log overheating conditions afterward, it was due to either the repair facilitys failure to properly correct the issue or miscommunication on the part of the service provider not negligence by the driver.
This outcome unfairly penalizes the consumer for a situation that was out of their control and is not a reasonable application of the Your Responsibilities clause cited in the warranty. The consumer took appropriate steps to seek professional repair, and any continued issues were the result of the repair facilitys handling, not a willful disregard of the vehicles condition.
I respectfully request that this claim be reconsidered in light of these facts.
Sincerely,
******** ******
************************
**********, IL *****
Customer Answer
Date: 06/25/2025

Complaint: 23515020

I am rejecting this response because:
Subject: Response to Business Reply BBB Complaint ID ********
Dear BBB Representative,
Thank you for forwarding the response from Total Warranty Services regarding my complaint.
I respectfully disagree with their position and would like to clarify the situation:
The only possible scenario where Total Warranty Services' explanation would hold true is if ***** ******* ********** in ******, IL the authorized repair facility cleared the diagnostic codes without properly resolving the underlying issue. This would have temporarily allowed the vehicle to run, giving the appearance that the problem was addressed, while in reality, the condition persisted and ultimately worsened.
At no point was the vehicle knowingly driven in an overheated or unsafe condition by the consumer. The vehicle was immediately taken in for service when the issue first appeared. If the vehicle continued to log overheating conditions afterward, it was due to either the repair facilitys failure to properly correct the issue or miscommunication on the part of the service provider not negligence by the driver.
This outcome unfairly penalizes the consumer for a situation that was out of their control and is not a reasonable application of the Your Responsibilities clause cited in the warranty. The consumer took appropriate steps to seek professional repair, and any continued issues were the result of the repair facilitys handling, not a willful disregard of the vehicles condition.
I respectfully request that this claim be reconsidered in light of these facts.

Sincerely,

******** ******
************************
Smithfield, IL 61477
Business Response
Date: 06/27/2025
As outlined in our previous response, the failure to this vehicles engine was a direct result of being driven for an extended period of time during a known overheating condition.

The repair facility did not clear the diagnostic trouble codes that were present,and the data pertaining to these codes was sent to TWS for review. This date shows this vehicles engine reached a temperature of 307 degrees Fahrenheit while being driven. The presence of these codes has been verified along with the check engine light being on to alert the driver there was in fact an issue.

TWS relies on the report provided by the repair facility, along with reports that are provided by third party inspection companies to review and adjudicate claims. This contract allows the customer to take the vehicle to the repair facility of their choosing as long as it is a reputable repair facility / business. If the customer feels like there may have been an issue with the handling of this repair by the repair facility, we recommend they discuss this matter with the repair facility directly.

This claim has been reviewed and adjudicated per the contracts terms and conditions and will remain denied at this time as discussed in our previous response.

Kind Regards,

Total Warranty Services
Customer Answer
Date: 06/27/2025

Complaint: 23515020

I am rejecting this response because:

Subject: Rebuttal and Request for Reasonable Resolution BBB Complaint 23515020
Dear BBB Representative,
Thank you again for allowing me the opportunity to respond. I understand Total Warranty Services (TWS) position but must respectfully reiterate my disagreement, and I encourage a reasonable and fair review of this matter considering the circumstances.
Key Clarifications:
Check Engine Light vs. Immediate **************start="699" data-end="702"> TWS seems to assume that the presence of a check engine light automatically requires a driver to immediately cease all operation, regardless of road conditions, location, safety, or availability of assistance. This is not a reasonable or practical expectation for an everyday consumer. It is common practice and frankly necessary for safety to safely pull over, assess the situation, and in many cases drive a short distance to a secure location or home before arranging for towing or repairs.
Reliance on Repair Facility and *************************start="1258" data-end="1261"> Upon experiencing abnormal vehicle behavior and indicator lights, I promptly sought professional service at ***** ******* *********** a reputable repair facility. Any subsequent engine readings or data logs occurred after their service and were either a result of incomplete or unsuccessful repairs or unaddressed issues. The warrantys reasonable means to protect clause was fulfilled by my seeking immediate professional diagnosis and repair. It is unreasonable and inequitable to penalize the consumer for issues arising after a certified shop performed (or possibly failed to perform) repairs.
Recommendation to Address with *************************start="1918" data-end="1921"> While TWS suggests I take this up with *****, that does not excuse their own obligation under the warranty agreement to cover failures unless they can conclusively demonstrate intentional neglect or misuse by the consumer which has not been shown here.
Overheating *********************************start="2222" data-end="2225"> Data logs indicating that the vehicle was turned on 19 times and driven 185 miles do not inherently prove the driver knowingly operated the vehicle while actively overheating. A check engine light does not always equate to overheating. Without documentation of active driver warnings (such as flashing temperature lights, audible alerts, or dashboard warnings of engine overheating, stop immediately), it is speculative to attribute malicious or negligent intent to the consumer.
Reasonable Path Forward:
I am not asking TWS to accept blind liability, but I am asking for a reasonable resolution that acknowledges both parties positions and the reality of the situation:
Either approve the claim under the coverage terms given the consumers reasonable attempts to address the issue properly through a certified repair facility or Participate in a good-faith compromise, such as covering a fair portion of the engine repair costs or authorizing a second opinion inspection at a mutually agreed-upon independent facility to fairly assess whether consumer negligence or repair facility error was the primary cause.
Closing:
I urge Total Warranty Services to reconsider its strict interpretation of this situation in favor of a fair and customer-respecting resolution, consistent with good business ethics and the warrantys original purpose to provide peace of mind and support for unforeseen mechanical failures.
Thank you for your consideration.
Sincerely,

******** ******
************************
******************************
Initial Complaint
Date:06/18/2025
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.
My truck is under an extended warranty by *** their supposed to be cover for a new engine block that got approved by them. They said they would try to source the part but when they found one they refused to pay for it and said they were just gonna wait for one to be manufactured which could take two months which Ive already been without my car for 2 months already and they told me they could only cover 10 days for a rental. This inconvenience has really been putting a dent in my pockets so much that Ive had to pick up a second job just to be able to pay for Ubers and Lyfts back and forth to work. The total fix for the truck comes up to ****** dollars but my deductible is only 100 dollars. My truck is a 2017 **** f-150. VIN number is *****************.
Business Response
Date: 06/19/2025
A claim was initiated for this vehicle on 04/30/2025 citing a failure to the engine assembly.

This claim was reviewed and authorized on 05/08/2025 in the amount of $11,408.50 for the engine replacement on this vehicle.

On 05/22/2025 the repair facility called Total Warranty Services to advise us that the engine they ordered to complete this repair is on back order. The repair facility asked if we could pay an additional $3500.00 over MSRP so they could buy a similar engine from another dealer.

We advised the repair facility that TWS could only authorize up to MSRP for the engine as outlined in the contract language. See the actual contract language below.

I. KEY TERMS
Cost These charges shall not exceed the manufacturers suggested retail price for parts

The requested $3500.00 is not a customary fee in the normal course of business and this type of add on fee is not eligible for coverage on this contract.

As a customer service gesture, a TWS claims adjuster reached out to the repair facility to get an update on the estimated time of arrival for the engine. TWS was informed that the engine arrived at the repair facility the day before this complaint was filed.

We recommend the customer contact the repair facility to further discuss the timeline for this repair to be completed.

The customer can also feel free to contact us on our main phone line at **************. Our hours of operation are Monday Thursday 8am to 7pm EST or Friday 8am to 6pm EST.

Kind regards,

Total Warranty Services.
Initial Complaint
Date:06/10/2025
Type:Order 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.
complaint against Total Warranty Services / First Mile ***, the administrator of my ************* policy (Contract #G1455845), tied to my 2022 **** F-150 (VIN: *****************). My vehicle was declared a total loss on March 27, 2025, and I initiated a *** claim shortly thereafter.On May 30, 2025, I received a letter from the company stating that they had processed a partial *** benefit and deducted $3,500 from the payment, citing a Service Contract Refund. This deduction is both unauthorized and unjustified for the following reasons:1.The extended warranty (Veritas Global Protection) was a voluntary, separate contract I purchased independently. It was not required by the lender, not financed through ***, and is not listed under any exclusions or offsets in the *** contract.2.The refund has not been received by me, my lender (****************), or by ***, and therefore should not be applied to offset the *** benefit. This effectively reduces the *** payout below the amount contractually ********* *** contract states coverage up to 150% of the vehicles loan balance. However, instead of fulfilling this provision, the company has delayed payment for over two months and applied an improper deduction not authorized by law or contract.I have contacted Total Warranty Services multiple times since May 30, 2025, and provided them with documentation from my lender confirming that the refund has not been received. Despite this, the company has failed to respond with any correction or explanation.Desired Resolution:I am requesting that Total Warranty Services / First Mile ***:Recalculate and issue the full *** benefit of $8,919.02 without applying the $3,500 deduction.Provide written confirmation that the improper deduction has been removed and the claim fulfilled in accordance with the contract.This is a clear case of bad-faith handling and potential misappropriation of a third-party refund. I am seeking immediate resolution before
Customer Answer
Date: 06/11/2025
I am submitting this message as a formal follow-up to my original complaint against Total Warranty Services / First Mile *** regarding a bad-faith underpayment of *** coverage benefits following the total loss of my 2022 **** F-150 (VIN: *****************).

Legal and Contractual Objection

You asserted that the *** terms allow you to apply a refund from my extended service contract toward reducing your *** liability. That claim is incorrect, misleading, and legally invalid for the following reasons:

1.
You are not a party to the ****************************************************************************************** Contract was a voluntary, separately purchased agreement made between me (**** *******) and ***************
Your entity (TWS / First Mile) is not named, not assigned, and has no legal interest in the terms, refund rights, or enforcement of that contract.

2.
Your *** Addendum language is being misapplied

Your contract defines the *** benefit owed as the difference between the Net Payoff and ***************** Settlement as of the Date of Loss.
The refund from ******* did not exist, was not assigned, and was not processed as of the March 27, 2025 date of loss.
Your attempt to retroactively reduce the *** liability 60+ days later by illegally claiming refund money from a third-party contract is a breach of your own contract terms.

3.
You cannot seize funds not yet paid or assigned

The Veritas refund is still pending and under dispute.
You claimed it as a credit before it was issued, violating:

UCC 9.615(d) Prohibits use of unrelated or surplus proceeds not assigned.
Texas Admin Code 77.72(d)(2) Refunds must be returned to the borrower when the lien is extinguished.
Case law (e.g., ***************** In re ******) prohibits third parties from seizing unrelated refunds after the underlying secured obligation has been satisfied.

4.
Bad-Faith Claims Handling

This matter has now exceeded 75 days since the date of loss (March 27, 2025), without appropriate payment.
You have unilaterally, and without authorization, reduced my *** payout by funds you do not possess and have no right to.
This is a clear act of bad-faith conduct, misrepresentation, and may qualify as a Deceptive Trade Practice under Texas law.

FINAL DEMAND

I formally demand that you:

Immediately issue full payment of $8,919.02 per the correct *** calculation as of March 27, 2025.
Remove the $3,441.73 deduction, which is unauthorized and unsupported by the contract or law.
Provide written confirmation that no further unauthorized offsets will be made.

You have five (5) business days to comply. If not, I will proceed with:

My pending complaints with the Texas Attorney General, CFPB, BBB, and
Initiate legal review for civil action under the Texas DTPA and contract law.

Additional Details:

Since my original complaint, I have received a second letter dated June 11, 2025, confirming that Total Warranty Services deducted $3,441.73 from my *** benefit calculation. This deduction was allegedly related to a refund from a separate, voluntary extended service contract with ************** Protectiona contract for which:

Total Warranty Services is not a party, assignee, or beneficiary, and No refund has been received or authorized to TWS or my lender, *****************

This practice is both deceptive and unsupported by the *** contract terms, which promise coverage up to 150% of the loan balance as of the date of loss (March 27, 2025). Instead, TWS appears to be withholding payment months later, based on a speculative refund from an unrelated contract.

Supporting Evidence Uploaded:

*** contract showing benefit calculation terms.
Loan payoff letter confirming remaining balance at time of loss.
Formal legal objection email (sent to TWS).
Escalation summary to ************** regarding improper deductions.

Additional Action:
I have also filed complaints with:

The ****************************** Consumer Protection Division
The Consumer Financial ***************** (CFPB

Request:
I respectfully request the BBB assist in pressuring Total Warranty Services to issue the full *** benefit without unauthorized deductions and to cease their current delay tactics.

Thank you for your continued assistance in helping resolve this matter.

Customer Answer
Date: 06/13/2025
LEGAL NOTICE OF INTENT TO FILE SUIT UNDER TEXAS DTPA
**** C. *******
604 W. Pink Bugambilia
*****, TX 78577
**************
***********************
June 11, 2025
To:
Legal Department
Total Warranty Services / First Mile ***
P.O. Box 810187
********************
**************************************************
************************************************
RE: Notice of Intent to File Suit Breach of Contract, Bad Faith ******** and Violation of the Texas Deceptive Trade
Practices Act
Claim: *** #G1455845
Vehicle: 2022 **** F-150 XLT | VIN: *****************
Date of Loss: March 27, 2025
Primary Carrier Payout (****): $42,286.46
Remaining Payoff per Lienholder (****** FCU, May 30, 2025): $8,919.02
*** Contract Obligation (Net Payoff): $51,205.48
Total *** Paid by TWS: $6,686.16
Unpaid *** Balance: $3,441.73
To Whom It May Concern,
This letter serves as a formal Notice of Intent to File Suit under the Texas Deceptive Trade Practices Act (DTPA),
along with claims for breach of contract, unjust enrichment, and bad-faith handling of an insurance-related contract.
You have materially breached your obligation under *** Contract #G1455845 by improperly deducting a $3,441.73
Dealer Refund for a ************************ Contract that:
1. Was not canceled or refunded at the time of loss (March 27, 2025);
2. Was never received by the lienholder, dealer, or customer as of your May 30, 2025 *** decision date;
3. Was a separate, voluntary service contract not included within your contractual rights;
4. Was not assigned to you or authorized for deduction;
5. Was improperly applied retroactively, contrary to the Date of Loss obligations in your own contract language.
In fact, *********************************, the named lienholder, confirmed in writing that:
We have not yet received payout amounts or funds for either the *** or Extended Warranty Mr. ******* is disputing
the extended warranty deduction from *** and I have advised that this will need to be discussed directly with them.
(****** ********, ****************, June 6, 2025)Legal & Contractual Violations:
1. Breach of *** Contract Terms:
Your own *** Addendum states the Net Payoff is based on the unpaid balance as of the Date of Loss, excluding only
recoverable refunds.
The Veritas refund was not recoverable or received by any party by the Date of Loss (March 27, 2025) or the ***
calculation letter (May 30, 2025).
2. No Contractual Standing over Veritas Refund:
You are not a party to the ******* contract.
The contract does not grant *** any authority or right to preemptively seize or deduct these funds.
Refunds cannot be deducted unless delivered or assigned, which this refund was not.
3. Violation of Texas Law & UCC:
Texas Administrative Code 77.72(d)(2): Refunds from canceled service contracts must be paid to the borrower once the
lien is satisfied.
UCC 9.615(d): Surplus or unrelated proceeds must be returned to the debtor.
Case law: In re ******, ***************** In re ******** Deduction of unassigned refunds or non-lien-related proceeds is
unlawful.
Vehicle Disclosure
You calculated the value of the loan and *** claim as if this was a stock **** F-150. However, the refinanced vehicle was
upgraded and disclosed at the time of financing and included in the loan value:
Total Disclosed Upgrades: $17,650$20,000, financed and reported to RefiJet.
Your *** valuation disregarded this, undercutting the *** and Net Payoff context.
Final Opportunity to Cure
To avoid legal action, you must do the following within five (5) business days:
1. Reverse the $3,441.73 refund deduction.
2. Issue the full remaining *** benefit ($3,441.73) to the lienholder or myself.
3. Confirm in writing that no further deductions will be made.
4. Provide documentation showing where the Veritas refund was received and who processed it.
Filing Notice
If I do not receive a full resolution by June 18, 2025, I will immediately proceed to:
File a civil claim under the Texas DTPA and breach of contract,
Pursue damages including legal fees under ***** DTPA, and
Escalate via the Texas OCCC, Texas Attorney General, and CFPB.
You may contact me directly at *********************** or **************. All future responses should be in writing.

Business Response
Date: 06/20/2025
Mr. ************** you are aware, in addition to the complaints you submitted to the Better Business Bureau, you sent correspondence directly to Total Warranty Services (TWS). We sent responsive correspondence directly to you on two (2)occasions. Relevant excerpts from the same are noted below. Please note that capitalized terms used herein and not otherwise defined shall have the meanings set forth in the First Mile Guaranteed Asset Protection Contract Addendum G1455845 (*** Addendum).

June 11, 2025 Correspondence

We have conducted a thorough second review of the claim and have determined that it was processed in accordance with the *** Addendum. As an initial matter, please note that the *** Addendum is a debt waiver whereby some or all of the remaining loan balance may be Waived, subject to the terms and conditions of the *** Addendum. It does not guarantee that the entire loan balance will be Waived in the event of a Total Loss.

First, we would like to address the language on page 1 of the *** Addendum which states [t]he Waivable Loss will not include any amount financed in excess of150% of the **** Power average retail value for used vehicles on the Date of Contract. To be clear, this language would only have applied to the claim if the amount financed was in excess of150% of the **** Power average retail value for used vehicles on the Date of Contract. However, you financed $55,874.79, and the average retail value on the Date of Contract was $45,275.00 (per **** valuation sheet previously sent to you). Since $55,874.79 is notin excess of 150% of $45,275.00 (i.e. greater than $67,912.50), this language is not applicable to this particular Waivable Loss calculation.

Furthermore, page 1 of the *** Addendum states that [i]n the event of a Total Loss to the Covered Vehicle, We agree to Waive the Waivable Loss, subject to the terms and conditions herein. Page 2 of the *** Addendum provides the following relevant definitions:

Waivable Loss The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle.

Actual Cash Value (ACV) The retail value of the Covered Vehicle, on the Date of Loss, as established by the Primary Carrier.

Net Payoff The unpaid balance, as of the Date of Loss, as represented by Your original payment schedule of the Contract, subject to the terms and conditions stated in this *** Addendum. The unpaid balance does not include any unearned finance charges; late charges; any Delinquent Payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage,pre-paid maintenance, or service contracts) that are owed by You on the Date of Loss; and amounts that are added to the unpaid balance after the Date of Contract. (Emphasis added).

Accordingly,the Waivable Loss was correctly calculated as follows:

Net Payoff, as of the Date of Loss $ 52,414.35
- Primary Carrier Settlement $ 42,286.46
- Service Contract Refund (paid to Lienholder by Dealer) $    3,441.73
Waivable Loss $    6,686.16

To address your concern regarding the service contract refund, the terms of the *** Addendum require that the related refund is paid to the Lienholder by the Dealer. Specifically, the definition of Net Payoff states that [t]he unpaid balance does not include anyrefundable charges (including, but not limited toservice contracts). (Emphasis added). As the service contract refund is a refundable charge per the Net Payoff definition, the *** Addendum requires that it be subtracted from Net Payoff when calculating the Waivable Loss.

              In light of the above, the Waivable Loss totaling $6,686.16 (comprised of two checks for $6,627.89 and $58.27, respectively), has been tendered to the Lienholder in accordance with the terms of the *** Addendum.

June 18, 2025 Correspondence

Please be advised that when you bought the vehicle, the cost of the service contract that you also purchased ($4,430.00) was included in the total amount financed by your Lienholder. You agreed to repay that cost to your Lienholder, so a portion of each loan payment that you made was applied toward the repayment of the service contract cost. Following the Date of Loss, it was confirmed that you had not yet repaid the total cost of the service contract to the Lienholder.Accordingly, the pro-rated refund was paid to the Lienholder to satisfy the remaining amount that you owed for the cost of the service contract.
Separately, we contacted your Lienholder on June 17, 2025. We were advised that your outstanding loan balance has been paid in full, and there was a surplus of $1,412.36 on your loan account. Your Lienholder also confirmed that the surplus amount was already paid to you. If the refund had not been paid to the ********** as described above, you would still have a remaining loan balance,which you would be responsible for paying.
Lastly, to address your concerns regarding the valuation of the vehicle, please note that this valuation was assigned by your Primary Carrier. Pursuant to the *** Addendum,TWS is required to use your Primary Carriers valuation to calculate Waivable Loss. If you have any questions regarding their method of valuation, please contact your Primary Carrier directly.
Customer Answer
Date: 07/02/2025

Complaint: 23452121

I am rejecting this response because:
Subject: *** Claim Dispute Response to June 11 and 18 Correspondence (Addendum G1455845)

Dear Total Warranty Services,

Thank you for your correspondence dated June 11 and June 18, 2025, regarding my *** claim under Addendum G1455845.

After reviewing your explanation and comparing it to the facts of the transaction, several discrepancies and unresolved concerns remain. I am requesting a formal re-evaluation of the claim decision based on the following material issues:

1. Timeline Discrepancy Refund Application vs. Claim Determination

Your response asserts that the Service Contract refund of $3,441.73 was deducted from the Net Payoff to calculate the Waivable Loss. However, your own letter dated June 18, 2025 confirms that *** only contacted the lienholder on June 17, 2025well after the *** claim was evaluated and the check(s) issued. This suggests that the refund disbursement and corresponding adjustment to the Net Payoff may have been retroactively applied, which would be inconsistent with the Date of Loss methodology defined in the *** Addendum.

Furthermore:

The Date of Loss occurred before the refund was processed.
The *** Addendum defines Net Payoff based on the unpaid balance as of the Date of Loss, not based on post-claim refund activity.
It is not clear whether the lenders balance as of the Date of Loss included or excluded this refund when TWS calculated its *****************************************claim adjustment to apply a refund that was not received or confirmed by the lienholder at the time of loss is a material concern, and it raises questions about the validity of the $6,686.16 Waivable Loss determination.

2. Vehicle Valuation Inaccurate Use of Stock MSRP

TWSs use of the **** Power average retail value of $45,275.00 does not account for the actual upgraded configuration of the vehicle as delivered and financed. At the time of contract signing, the truck was not a stock unitit included significant factory upgrades, including:

Advanced towing package
Off-road tires and wheel upgrades
Premium sound and interior
Safety and tech packages

These upgrades were part of the dealers Monroney label and were financed into the loan, as reflected in the $55,874.79 amount financed. Applying a generic stock MSRP valuation grossly undervalues the vehicle and fails to consider the actual market and retail value at the time of sale.

Given the importance of accurate valuation under the *** Addendumespecially when it affects whether the 150% financing cap appliesthis oversight is significant and demands a reconsideration or supplemental valuation using the actual build sheet or VIN-specific options.

3. Lack of Transparency in Service Contract Refund and Application

Your letter states the $3,441.73 service contract refund was returned to the lender to satisfy the outstanding service contract balance. However:

I was not notified of this refund.
I was not given an opportunity to approve or verify the refund amount.
I have not received documentation showing the refund was received, applied, and not double-counted in the surplus refund paid to me by the lender.

You also stated that had the refund not been sent, my account would still have a balance duebut this implies that the *** claim was offset not by actual *** coverage, but by a refund the consumer never had control over, and that was processed outside the loan terms. This contradicts the marketed intention of the *** Addendum: to protect the consumer from a loan balance following a total loss, regardless of service contract activity.

Requested Action and Documentation

To resolve this issue, I respectfully request the following within 10 business days:

A detailed transaction ledger including all calculations used to determine the Waivable Loss.
Confirmation that the service contract refund was received prior to or as of the Date of Lossand not after the *** claim decision.
A copy of the refund disbursement from the dealer or administrator to the lienholder (including date and amount).
Clarification on whether the $1,412.36 surplus payment from the lender included this same refund, creating potential duplication.
A reconsideration of the vehicle valuation using the actual VIN and build optionsnot a stock configurationper **** ****** full vehicle lookup or equivalent appraisal tool.

Closing Remarks

I continue to assert that the *** Addendum was not properly applied in accordance with the spirit of consumer protection, especially given the sequence of events and the misalignment between loan activity and *** calculations. I reserve the right to pursue further review with the ******************************* Commissioner, the Consumer Financial ****************** and the ****************************** if this matter cannot be resolved transparently and fairly.

Thank you for your time and attention to this matter. I look forward to your response.

Sincerely,
**** C. *******

Sincerely,
**** C. *******

Sincerely,

**** *******
Business Response
Date: 07/08/2025
Mr. ********************* we have already addressed these items in our letters of June 11, 2025 and June 18, 2025, we nonetheless offer this response to clear up any remaining confusion.

Regarding the service contract refund, we did not represent that June ************************************************************* that we contacted your Lienholder to obtain the refund amount (this information is independently available to us). Rather, we did so on June 17 because you advised that you had not yet received the service contract refund. As a gesture of customer service, we contacted your Lienholder on June 17 and confirmed that the refund had, in fact, been received by the Lienholder and applied to your account, resulting in a surplus of $1,412.36. Please refer to our June 18 correspondence for more detail.

Additionally, the service contract refund was not a post-claim adjustment and was not factored into the Net Payoff figure ($52,414.35); rather, it was deducted from Net Payoff when calculating the Waivable Loss. This deduction is a contractual requirement and is not conditioned upon customer approval or verification as you suggest. Please refer to our June 11 correspondence for more detail.

For clarification, the ****Power valuation (which you refer to as Stock MSRP) was not used in the calculation of Waivable Loss. Please refer to our June 11 correspondence for more detail.

Last, any concerns regarding notification or documentation of the service contract refund should be addressed with the service contact provider or your Lienholder, as such actions fall outside the scope of TWSs role as Administrator of the *** Addendum.

Accordingly, we respectfully maintain our position as stated in our prior responses.
Customer Answer
Date: 07/08/2025

Complaint: 23452121

I am rejecting this response because:

Sincerely,

**** *******
Initial Complaint
Date:05/22/2025
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.
A warranty purchase through this company was canceled due to some technical error involving the company, the dealer or both. In an effort to resolve theissue, I am seeking to have the contract reinstated, as my car is currently in the shop being serviced. My car cannot be serviced becausethere is a delay in the warranty, being reinstated, after it was canceled by no fault of my own. Today, a representative from total warranty services, suggested that the warranty may not be able to be reinstated due to timeframe. I alerted them that the expectation was set on previous calls that it would be approved and was being expedited - that the issue was the time frame, but now this is an issue of whether or not they will fix the issue. While there is no allegation that they did anything wrong in the past, I simply need this current matter resolved as anything besides an expedited restoration of my contract is acceptable. My car sits in the shop and I am in need of an urgent, potentially creative resolution to a problem that I did create so they my car may be serviced under the contract purchased. Many thanks for your timely attention to this issue.
Business Response
Date: 05/23/2025
Mr. ****** purchased a Total Warranty Services vehicle service agreement from *************************** on 12/26/2020. This agreement was active and in place until 6/2/2021 when the selling dealership processed a cancellation on Mr. ****** agreement. The dealership cancelled the agreement in whole, for the entire purchase price,which was refunded. The contract does not display if there was an active lienholder on the agreement, therefore, we are unable to determine if his refund was returned to him or a lienholder.

Since this agreement was cancelled by the original selling dealership 4 years ago, and a full refund was issued, Total Warranty Services cannot reinstate and process a claim for payment
Customer Answer
Date: 06/03/2025

Complaint: 23365544

I am rejecting this response because:
The warranty admin ****** claimed that she could see the warranty had been canceled, and there was no refund that was issued. Does this mean a refund was issued to the dealer that they may not be aware of? Im confused about how this happened and what my recourse is, since 1. I signed the contract 2. Never canceled it 3. Was never refunded. If an error was made but responsibility is flipped to other sides by business backends, as a consumer I am left without answers or the warranty I purchased. Why cant it be reinstated / ******? Who can find out about the refund the dealership says was not issued? I do not have the purview or expertise to identify the problem and resolve this myself.

Sincerely,

****** *****
Business Response
Date: 06/06/2025
We have communicated with the selling dealerships Controller at ********************************* Dodge Jeep Ram Arlington who has advised Total Warranty Services that Mr. ***** did not pay for the service contract in question. Mr. ***** attempted to purchase two agreements using a finance company, Service Payment Plan; however, those agreements were never completed and activated.

Total Warranty Services can see these attempted agreements which were voided and never activated, as stated by the dealership. They have advised us that the cancellation of the Active agreements, without Service Payment plan, in June 2021 was correctly completed as there was no payment received for the purchase of the agreement and no refund due to the customer.
Initial Complaint
Date:05/20/2025
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.
02/25/25 gap insurance was purchased for a car 2/28/25 car was in a accident resulting in a total loss. 5/5/25 gap insurance is avoiding pay off of loan outside of what insurance company ******** was purchased in the instance that a total loss happens and theres a balance after insurance comes up with what they will pay. Insurance came up with $15,643.77 as the value, the loan amount was $20,045.15. After insurance comes out the remainder is $3,901.38 which under how gap was sold to Me they would be covering that difference. Gaps saying insurance should be paying, also gaps claiming actual cash value at time of accident is $19,875.00 while insurance(Allstate) is showing $16,143.71(deductible not taken off of this). Currently they loan now has a rough balance of $4120.
Business Response
Date: 06/04/2025
May 30, 2025

VIA EMAIL to: ***************************

State of ************************************
****************************
Attn: ****** ******-****
************************************************************************************

Re: **** ********-********** (Claimant)
File No. CP-25-08749
Guaranteed Asset Protection Contract Addendum #G1656812 (*** **************************************

Please allow this letter to serve as confirmation of receipt by Total Warranty Services (TWS) of your correspondence dated May 15, 2025 regarding the *** Addendum (a signed copy of which is enclosed herewith) and the related complaint filed with the State of ************************************ by Claimant. It should be noted that *** serves as Administrator under the *** Addendum. Please note that all capitalized terms used herein and not otherwise defined in this correspondence shall have the meanings as set forth in the *** Addendum.

We have conducted a thorough second review of the claim and have determined that it was processed in accordance with the *** Addendum. As an initial matter, page 1 of the *** Addendum states that [i]n the event of a Total Loss to the Covered Vehicle, We agree to Waive the Waivable Loss, subject to the terms and conditions herein. The *** Addendum does not guarantee that the entire loan balance will be Waived in the event of a Total Loss.

The Claimants primary contention appears to be the valuation method used to determine the Actual Cash Value of the Covered Vehicle. Actual Cash Value is defined on page 2 of the *** Addendum as [t]he retail value of the Covered Vehicle, on the Date of Loss, as listed in the **** Power Official Used Car Guide,adjusted for mileage and optional equipment (emphasis added).Accordingly, the Actual Cash Value of the Covered Vehicle was set at $19,875.00 (see enclosed **** Power Official Used Car Guide valuation sheet). The Claimant objects to this determination, stating that *** used a company no one else uses from what Ive been informed to derive Actual Cash Value. However, the ****Power Official Used Car Guide (formerly NADA Used Car Guide) is an established valuation guidebook commonly used in the industry to ascertain market value.Additionally, using any other valuation method would be in direct contravention to the terms of the *** Addendum.

Page 2 of the *** Addendum defines Waivable Loss as [t]he difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement or (2)the Actual Cash Value of the Covered Vehicle. With respect to the Covered Vehicle, the Actual Cash Value ($19,875.00) was greater than the Primary Carrier settlement ($15,643.77). Accordingly, the Waivable Loss was calculated as follows:

Net Payoff[1] on Date of Loss $            *********
plus Primary Carrier deductible[2] $                  ******
less Actual Cash Value $          19,875.00
Waivable Loss $                  ******

Rather than Waive the Waivable Loss of $******, it was determined that a full refund of the *** Addendum purchase price in the amount of $1,195.00 would be more beneficial to the Claimant. Even though there is no contractual obligation to issue a refund according to the terms of the *** Addendum, the refund amount was tendered to the Claimants Lienholder, thus reducing the outstanding balance on his loan.

We trust that the above satisfies your request. However, should you require anything further on this matter, please feel free to contact me.

Sincerely,

***** *******, Esq.
*****************************************************
**************

[1] The Net Payoff does not include any unearned finance charges; Contract charges; late charges; any delinquent payments; deferred payments; uncollected service charges; refundable prepaid taxes and fees; disposition fees; termination fees; penalty fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage, pre-paid maintenance, or service contracts)that are owed by You on the Date of Loss; and amounts that are added to the unpaid balance after the Date of Contract per Page 2 of the *** Addendum.

[2] Per the *** Addendum, Waivable Loss includes the amount of Your physical damage insurance deductible on the Primary Carriers policy up to $1000."
Customer Answer
Date: 06/17/2025

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:04/22/2025
Type:Order 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.
January my vehicle was declared a total loss by the insurance company I paid for a gap contract through total warranty services at the time of *********** insurance company paid the lien holder the full amount that ** Power estimated the car's value at.Total warranty services is supposed to pay the remaining balance however they are inflating the JD Power numbers much higher than my insurance company so they don't have to pay as much.This is a terrible company and a terrible way of doing business the people that work there are argumentative and are not willing to help at all I am going to be seeking legal representation
Business Response
Date: 04/24/2025
Mr. ******************* experience is important to us, and we truly understand how upsetting this situation can be.Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***)Contract Addendum. As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.

The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and actual cash value of your vehicle (JD Power). As part of the *** calculation,we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ** Power. In doing so, per the *** addendum, the greater value is used. Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:

The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. The Waivable Loss will not exceed $50,000. Waivable Loss includes the amount of Your physical damage
insurance deductible on the Primary Carriers policy up to $1000.

Your primary insurance carrier valued your vehicle at $26,563.32. The settlement amount was $25,563.32 (after $1,000.00 insurance deductible which *** covered). JD Power valued your vehicle at $28,675.00. JD Power was the greater amount therefore,the *** calculation used JD Power s value of $ 28,675.00.

As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.

Regarding the JD Power valuation of your vehicle, we want to clarify that TWS does not have the ability to change or increase values. ******** is an industry leader that is used by insurance companies, dealerships, and *** companies. They provide independent, third-party valuations based on market data, industry trends, and vehicle conditions that companies must rely on to ensure fairness and consistency across the board. Based on the terms of the contract *** utilizes ** ****** expertise. We truly care about helping our customers as much as possible and doing our best to assist when needed. Please see payment details below.

Explanation of Payment:
Net Payoff at time of Loss $36,639.74
Plus Primary Carrier Deductible $1,000.00
Less ** ****** $(-) 28,675.00
*** Payment $8,964.74

At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** benefit was determined. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at **************.
Customer Answer
Date: 05/05/2025

Complaint: 23235064

I am rejecting this response
How is it possible at the date of Loss
You and GEICO are getting two totally different estimates from Jd power?

Sincerely,

******** ******
Business Response
Date: 05/20/2025
Hello, can we have a day extension on this response. I am trying to get the clarification from my team over as soon as I can.
Business Response
Date: 05/21/2025
Mr. ******,

Total Warranty Services processes based on the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.

Please refer to the Actual Cash Value under the Definitions section of the *** Contract Addendum which states:

Actual Cash Value (ACV) The retail value of the Covered Vehicle, on the Date of Loss, as listed in the **** Power Official Used Car Guide, adjusted for mileage and optional equipment.

Your primary insurance carrier valued your vehicle at $26,563.32. The settlement amount was $25,563.32 (after $1,000.00 insurance deductible which *** covered). JD Power valued your vehicle at $28,675.00. JD Power was the greater amount therefore,the *** calculation used JD Power s value of $28,675.00.

As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.

******** is an industry leader that is used by insurance companies, dealerships, and *** companies.They provide independent, third-party valuations based on market data, industry trends, and vehicle conditions that companies must rely on to ensure fairness and consistency across the board. Based on the terms of the contract *** utilizes ** ****** expertise.

At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** benefit was determined. We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at **************.
Initial Complaint
Date:04/14/2025
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 my traverse from a ***** dealer in 2021. My transmission messed up in April 2025. I took the car to a ***** dealership to get proof that if was transmission and to come the claim. *** requested all service records. I obtained all service records o have and sent them. All oil changes were accounted for. *** said that I am missing 6 oil changes, 3 air filters, spark plugs, and coolant. Air filters, oil changes, spark plugs and coolant have nothing to do with the transmission. I'm anticipating denial. Why have a power train warranty if it isn't going to cover your power train? What a joke...
Business Response
Date: 04/15/2025
A claim was inititiaed for this vehicle on 04/03/2025 citing a failure to the tranmsission assembly.

This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle. This Warranty clearly states under the terms and condtiions section that to remain valid, all manufacturer recommended maintenance must be completed as outlined in the owers-manual. 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.

During the initial call with the repair facility on 04/09/2025, a TWS claims adjuster requested the maintenance records be submitted for review. We received and reviewed these records 04/11/2025.
During review it was found that a total of 12 manufacturer maintenance records were missing for this vehicle.

This included 7 Lube, Oil, and Filter services, 3 Air Filter replacements, 1 Spark Plug replacement, and 1 Coolant replacement.

Per the terms and conditions directly outlined in this contract, the claim process can not continue with these service records not accounted for.

This claim has not been denied and is still in pending status waiting on further records to be provided by the customer. TWS would be happy to review any additional records this customer can provide regarding the maintenance history on this vehicle.

Kind Regards,

Total Warranty Services
Initial Complaint
Date:03/20/2025
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.
On 3/9/2024, I purchased a 2017 Jeep Wrangler from *******************. At that time, I purchased the 3-year warranty for $3021. On 2/21/2024, I went to my local Jeep dealership (Adamo/*****, **) for my SECOND oil change since ownership. I was informed that there was oil leaking. I was asked to locate my warranty contract and send it to Jeep, so that I could have the oil leak corrected through the warranty with a $100 deductible. Today, I arrived at **** for my scheduled follow up appointment. I have placed ****** miles on this Jeep, well within my ****** covered miles. The dealership found that the engine oil cooler was cracked. They contacted Total Warranty and were promptly told the claim was denied. I have covered all normal maintenance - oil changes, brakes, and even tires since I purchased this vehicle ONE year ago. The dealership was confused as to why this was denied, as am I. As a responsible vehicle owner, I am having this component replaced this afternoon - at MY cost. I was sold a useless warranty and would like it refunded; or the cost for me to repair this, less a $100 deductible sent to me via check (that amount totals $1000.01 - as I had to repair it, I chose a less expensive provider, **** would have charged $1998.23 based on their quote).
Business Response
Date: 03/24/2025
A claim was initiated for this vehicle on 03/20/2025 citing a failure to the engine oil cooler.

The Legacy Preferred contract on this vehicle has listed itemscoverage meaning that only items that are specifically listed on this contract are eligible for coverage.

This list of eligible parts is displayed clearly in this contracts language in the same size print as the rest of the contract.

The engine oil cooler is not listed in this contract as eligible for coverage and this claim was correctly denied.

This Legacy Preferred contract has itemized coverage of parts related to multiple systems of a vehicle including:
Engine, Transmission, Front and ************************* Steering, Front Suspension, Brakes, Electrical, Air Conditioning, and more.
If this account holder would like to review all the items and systems that are eligible for coverage on this contract, one of our customer service representatives would be happy to review this information with them.

We would ask them to call us on our main line at **************. Our hours of operation are Monday Thursday 8am to 7pm EST. and Friday 8am to 6pm EST.

If the customer chooses to request a refund on this contract, this can be facilitated through the selling dealer where this contract was originally purchased. We look forward to hearing from you to discuss all the items that are covered in your contract.

Kind regards,

Total Warranty Services
Initial Complaint
Date:03/10/2025
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.
Found a complaint with total warranty services after I was told I did not have gap coverage on a 2024 brand new vehicle that was purchasedApril 2024 in total loss November 2024. The car was a total loss on the day after which was November 29. I contact total warranty service December 2 after finding out that I did have warranty coverage on my car I contacted. My insurance company told ******** I did have total coverage on my car coverage and it took them 45 days to process for a knowledge. The fact that my insurance companyhad requested a letter of guarantee Everyone knows insurance company is not cutting a check for a vehicle to ****** ****** without the letter of guarantee from ******** ******** provided that information warranty stepped in and they gave my car the value of a brand new car off of the car line the sales room floor When my car was a used vehicle with about ****** miles on it. So of course theyre telling me now that I owe $1188. Why when had full coverage I filed my claim in a timely manner. It took them till March 3 claim was file. Initial start was November 28 29th And they just finalize all payments and all refunds for every warranty that I had on my car and I still owe them that hundred dollars what was purpose of paying all that money if you still gonna run an interest rate a daily interest rate on a vehicle that was total lost mindyou my car payment was paid up And pay my car payment four days before I lost my car for the following gap covers with total warranty services is a scam in itself. You dont to speak to no one. You have to act like youre a dealer as if you purchasing something from them thats the only time you get through andanytime you request a document it takes 24 to 48 hours and you have to call back to three times to even make sure that youre gonna the document so unnecessary a ****** so when purchasing a car ask your dealer who your gap insurance is true they just total warranty services. Go find your own gap coverage.
Business Response
Date: 03/17/2025
Ms.*****,
Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.

The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle (**** Power). As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by **** Power. In doing so, per the *** addendum, the greater value is used. Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:

The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. The Waivable Loss will not exceed $50,000.Waivable Loss includes the amount of Your physical damage insurance deductible on the Primary Carriers policy up to $1000.

The primary insurance carrier valued your vehicle at $ 30,481.88. The settlement amount was $29,106.13 (after $500.00 insurance deductible which *** covered,and $875.75 prior damage deduction *** would not cover). **** ****** valued your vehicle at $ 32,950.00. **** Power was the greater amount therefore,the *** calculation used **** ****** value of $ 32,950.00.

As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.

To clarify the timeline of your claim:
We were initially contacted on December 30, 2024, to open the claim.
The last required document needed to proceed with processing was not received until January 31, 2025.
Per our process, claims do not begin processing until all required documents are received.
Processing takes 15 business days from the date we receive all the necessary paperwork.
While our department does not make outbound calls, we send notifications every 15 days to update you on any pending items.

We strive to ensure a smooth and transparent claims process for all our customers,and we regret if there was any misunderstanding.
Explanation of Processing of your claims is listed below.
Net Payoff at time of Loss $ 33,974.12
Plus Primary Carrier Deductible $500.00
Less ** ****** $(-) 32,950.00
************ Contract Refund (Dealer Refund) $(-) 2,496.37
Less Maintenance Contract Refund (Dealer Refund) $(-) 325.00
*** Benefit Calculation ($-1,297.25)
Less *** Contract Refund (Dealer Refund) $816.91

If you should have any additional questions regarding your claim, please feel free to contact our call center for further assistance at **************.?
Customer Answer
Date: 04/01/2025

Complaint: 23047628

I am rejecting this response because:
My car was valued as a new car no one went to see what condition the vehicle was in you just put in the make and model of the vehicle. Of course there would be refunds the car was purchased in April of 2024. I was refunded my gap coverage but there is still a balance owed on this vehicle what is the purpose of Gap Coverage if you can just pull a value out of thin air.

Sincerely,

******* *****
Business Response
Date: 04/08/2025
Ms.*****,

Total Warranty Services calculates *** claims based on the terms of your contract,not arbitrary numbers. Your claim was processed according to the Guaranteed Asset Protection (***) Contract Addendum. The coverage helps pay the difference between your remaining auto loan balance and your primary insurance settlement or your vehicles Actual Cash Value, whichever is greater.
Total Warranty Services does not create fictitious values out of thin air. The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle (**** Power). As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by **** Power. In doing so, per the *** addendum, the greater value is used. Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:
The difference between the Net Payoff on the Date of Loss and the greater of: (1)the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. The Waivable Loss will not exceed $50,000. Waivable Loss includes the amount of Your physical damage insurance deductible on the Primary Carriers policy up to $1000.
The primary insurance carrier valued your vehicle at $ 30,481.88. The settlement amount was $29,106.13 (after $500.00 insurance deductible which *** covered, and $875.75 prior damage deduction *** would not cover). **** ****** valued your vehicle at $*********. **** Power was the greater amount therefore, the *** calculation used **** ****** value of $ *********. A copy of **** Power was emailed to you on 03/05/2025.
As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.
We strive to ensure a smooth and transparent claims process for all our customers,and we apologize if there is any misunderstanding. If you should have any additional questions regarding your claim, please feel free to contact our call center for further assistance at **************.

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