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: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 **************.

• Initial Complaint

  Date:03/09/2025

  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.

  I purchased 2 auto warranty contracts (Total Warranty is the holder of contracts) via ************* of ***************, *********************************************. The contracts were ******************** Contract for new and used Vehicles and First Mile Road **************************** Contract for new and used vehicles. Both polices were provided by Total Warranty Services but sold to me by ************* Of ***************************** After two denied claims, I asked for both polices to be canceled and a refund. Both contracts state policy may be canceled an anytime. My request for cancellation was May 14, 2024 and I have not received a refund. I have been told it will take ***** weeks many times by both Mercedes and Total Warranty. Bottom line I have not received refund.

  

  Business Response

  Date: 03/14/2025

  This account holder did purchase Road Hazard coverage with Total Warranty Services.  This is the only coverage on file for this customer.
  
  The customer provided us a copy of the *** stated in their email, copy attached, and it displays that the administrator of this product is ************************************* We are not ***, the administrator of the ******************** Contract product; we will not be able to provide any information regarding claims/cancellation of this agreement.
  
  We can confirm that there was one closed claim on the Road hazard agreement. The claim was called in from original selling dealership on 5/14/2024 with reported cosmetic damage on the side of the wheel.  The purchased coverage does not include cosmetic damage to the wheel; therefore, it was closed.
  
  The day after the closed claim, 5/15/2024, this agreement was cancelled by ***** ******, at the original selling dealership.  The dealership was credited for the refund on the May 2024 statement. The dealership is responsible for processing the refund check to the customer. We have reached out to the original selling dealership to inquire about the status of this customers refund.

  Customer Answer

  Date: 03/25/2025

   
  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:02/27/2025

  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.

  They did not satisfy the deficiency balance on my loan after my car was deemed a total loss. The amount they sent to my lien holder was less than the amount that the gap insurance was purchase for!! Buyers be aware!! This company get their retail values from **** which is owned by ******** which is know for over valuing cars. Thats how they determine the amount thats going to be paid out. If youre upside down on your loan at the time of loss, then you might be in trouble if your gap insurance is through this establishment. I would have honestly been satisfied if they paid at least half of what was still due on my loan but that did not happen.I paid 895 for the gap contract when I purchased the vehicle, total warranty services only paid ****** towards my loan after my car was deemed a total loss. It almost feels like they paid out the pro rata amount which is the method mostly used by all administrators for determining the proportionate amount when a customer wants to cancel a contract. My loan was *********, total warranty valued my car for ********* which is ridiculous!! I drove a mustang, but it was only a 4 cylinder so it should have not been valued for the amount that this company valued it for. Companies will do anything to finesse the american people.

  

  Business Response

  Date: 03/12/2025

  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, 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 (NADA). 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 NADA.  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.
  
  Your primary insurance carrier valued your vehicle at $18,144,99. The settlement amount was $17,144.99 (after $1,000.00 insurance deductible which is customer responsibility). NADA valued your vehicle at $24,500.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $ 24,500.00.
  
  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. 
  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: 03/24/2025

   
  Complaint: 22998246
  
  I am rejecting this response:
  
  Youre literally over valuing my car, it wasnt worth $24,500 at the time of total loss. You didnt even have the decency to payout what the gap insurance contract was originally priced for. You failed me and from the many comments on bbb and on ******, you have fail multiple people. This has to be the worst gap insurance company in *************. You literally didnt help with nothing. Its pathetic
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/28/2025

  Mr. *****
  
  We understand that you are not satisfied with the outcome of your *** claim and would like to clarify how the claim was processed. Total Warranty Services has reviewed your file again 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 with any contract, the cancellation portion is calculated on a pro-rata basis, less a cancellation and processing fee of $50.00, if applicable.  The only time a full refund is made is if the *** addendum is cancelled within the first 30 days of the contract date.  Additionally, TWS does not determine the value of your vehicle. The valuation is provided through a report from ***** as specified in the contract, to ensure an industry-standard assessment.
  
  We regret that this situation has been frustrating for you. If you would like further clarification or want to discuss this matter in more detail, please let us know. 
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22998246
  
  I am rejecting this response because:
  
  Paying out an amount thats less than what the actual contract was paid out for is a terrible business practice. Also I dont accept that you use NADA (which is own by jd power) to value car which is know to over estimate cars values. Terrible company. Show me the proof of the nada value ecoboost for ***** dollars.
  
  ****** ****

  

  Business Response

  Date: 04/03/2025

  Mr. *************** 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 (****). 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 ****.  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.
  
  We have attached the **** as requested.  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: 04/07/2025

   
  Complaint: 22998246
  
  I still reject your premise that you paid out the right amount. And also, I didnt have an upgrade stereo system in my car, it came with the standard sound system that all ecoboost come with. Not all premium ecoboost come with an upgraded sound system. Which brings me back to my point, you guys are trying to find anything to make sure you dont pay out any money. My car did not have any upgraded stereo, it was the regular speaker system that every base level mustang had. 
  
  
  ****** ****

  

  Business Response

  Date: 04/08/2025

  Good morning, 

   

  I am just seeing how we should proceed with this complaint as the customer keeps going back and forth with us and we have reiterated the same answer multiple times.

  Customer Answer

  Date: 04/08/2025

  I did not have any upgrade stereo system in my mustang ecoboost. That optional adjustment should have never been added. I literally did not have any upgrades. This company is literally lying

• Initial Complaint

  Date:02/25/2025

  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 ******************** late 2023 and with it i purchased a GAP contract from Total Warranty Services. Unfortunately in January 2024 the vehicle was totaled. Total warranty services is now refusing to pay the remaining loan balance leaving me with around $7,000. I have tried to work with the company but they are standing firm that they will not cover the remainder. According to the contract, total warranty services should cover 150% of the JD power official used car guide average retail value for used vehicles on the Date of Contract. On my contract it states the vehicle value at: *********. 150% of ********* is: *********. My total loan amount was: *********. Under these terms Total warranty services should cover ALL of the remaining balance, no matter what my insurance company values the vehicle at.They are claiming they do not have to cover this by putting a new value on the vehicle. They have also claimed it is because of what my insurance company valued the car at. That value has been different each time they have re-reviewed my claim, even though the contract lists the value at date of purchase. They have also claimed I cannot be represented by a lawyer and that I can only arbitrate. I purchased gap insurance with the understanding that I would be covered if anything ever happened to my car. The contract suggests that I would be covered, but they are trying to leave me with a large amount of debt.

  

  Business Response

  Date: 02/28/2025

  Mr. ******************************************************************************************** Please allow this letter to serve as confirmation of receipt by Total Warranty Services (TWS) of your February 12, 2025 correspondence regarding the *** Addendum (a signed copy of which is enclosed herewith). 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, please note that the *** Addendum is not insurance; rather, it 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.
  
  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 *********** 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 VehicleWaivable Loss includes the amount of Your physical damage insurance deductible on the Primary Carriers policy up to $1000.
  
  Actual Cash Value (***) 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.
  
  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. In the event the original amount financed / capitalized cost, on the Date of Contract, was in excess of 150% of the **** for new vehicles or 150% of the **** Power Official Used Car Guide average retail value for used vehicles; the unpaid balance is calculated by amortizing this maximum allowable amount using the APR in the original Contract over the term to determine the unpaid balance as of the Date of Loss. The unpaid balance 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. (Emphasis supplied).
  
  
  First, we would like to address the language above that references amounts financed in excess of 150% of the retail value. To be clear, this language would only have applied to the Claim if the original amount financed /capitalized cost, on the Date of Contract, was in excess of 150% of the ****Power Official Used Car Guide average retail value for used vehicles. However,you financed $34,781.89, and the average retail value on the Date of Contract was $24,325.00.[1]  Since $34,781.89 is notin excess of 150% of $24,325.00 (i.e. greater than $36,487.50), this language is not applicable to this particular Waivable Loss calculation.
  
  Accordingly,the Waivable Loss was calculated as follows:
  
  Net Payoff, as of the Date of Loss  $ 35,103.74
  + Primary Carrier Deductible  $    1,000.00
   - *** (per **** Power Official Used Car Guide, on the Date of Loss)*  $  24,925.00
   - Service Contract Refund (paid to Lienholder by Dealer)**  $    4,621.00
   - Maintenance Contract Refund (paid to Lienholder by Dealer)**  $       379.00
  Waivable Loss  $    6,178.24
  * Actual Cash Value (***) was used instead of the Primary Carrier settlement, as the *** was the greater of the two numbers, in accordance with the Waivable Loss definition.
  ** A refundable charge per the Net Payoff definition.
  
  To reiterate, the *** Addendum requires that the Actual Cash Value ($24,925.00)[2],not the Primary Carrier settlement ($18,095.09), be used to calculate the Waivable Loss, as it is the greater of the two numbers, in accordance with the Waivable Loss definition. Accordingly, only the retail value as listed in the **** Power Official Used Car Guide can be utilized to calculate the Waivable Loss, per the Actual Cash Value definition; to use any other figure would be in direct contravention of the *** Addendum. 
  
  Based on the aforementioned, it is our position that all contractual obligations have been satisfied and there is not a valid claim that would give rise to legal action. However, if you believe the dispute remains unresolved, the *** Addendum requires the parties to submit to binding arbitration, which shall be governed by the Federal Arbitration Act and apply the rules of the ******************************** (***). If you choose to move forward with arbitration, you will need to contact the *** to obtain instructions for filing your demand, as well as a list of fees that you may be required to pay to the ***. Note that any fees or costs that you may be required to pay to the *** shall be in addition to any expenses that you have agreed to pay for the services of any arbitrators per the terms of the *** Addendum.
  
  We trust this explanation resolves this matter. If you have any further questions or concerns, please feel free to contact me.
  
  
  Please note that at no time were you advised that you could not be represented by a lawyer. 
  

• Initial Complaint

  Date:02/11/2025

  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.

  Bought a extended warranty for my ****** truck, they are denying my warranty claim because they are saying I dont have all my service records, even though ****** has emailed me the problem has nothing to do with my service history. ****** has emailed me the reason for the failure. They know of the issue. Total warranty service is saying they are wrong.

  

  Business Response

  Date: 02/19/2025

  A claim was initiated for this vehicle on 01/30/2025 citing an internal failure of the engine assembly.  This was reported as an excessive wear failure to the engine cylinder walls. 
  
  Per this contracts language, maintenance records were requested for review to ensure this failure was not directly related to a lack of maintenance. There were several records missing and the repair facility was notified this claim could not proceed without further documentation.  This claim was never denied.
  
  The repair facility has provided photos and a ***************** Bulletin from the manufacturer that is directly related to this failure. *** has now been able to verify this failure was not due to a lack of maintenance but due to a manufacturer defect. 
  
  This claim has already been reviewed by a *** Claims Supervisor and authorized in the amount of $9596.40. The repair facility was notified of this authorization last Friday and they were provided with totals and the authorization number. 
  
  At this time, TWS has fulfilled our contractual obligations for this claim.  If the account holder has any further questions about this claim 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 6pm EST. 
  
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:02/10/2025

  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.

  I purchased the platinum coverage from TWS Warranty Services via the dealership I purchased my truck from on December 31, 2020. Recently, the ** module in the truck stopped working as well as the rear brake light which also houses the rear view camera. On February 10th, 2025, The dealership I took the truck to for repair submitted a claim to *** who immediately denied the claim since water had intruded into the truck. The brake/camera assembly is a covered electrical component as is the ** module. The ** module failed because another component covered component failed. They simply refuse to cover the claim because of water intrusion. This repair is now costing me *******. The paltinum coverage I was sold should cover this completely.

  

  Business Response

  Date: 02/14/2025

  A claim was initiated for this vehicle on 02/10/2025 citing a failure to the ** module. 
  
  The repair facility reported that water had entered the third brake light assembly which intern led to this ** module failure. The failure of the module was specifically reported to TWS as directly related to water intrusion. 
  
  This contract specifically lists failures caused by water intrusion as not covered in this contract.  See below for actual contract language.
  
  Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  
  7. FOR A BREAKDOWN CAUSED BY OR INVOLVING, WATER,
  
  This claim has been correctly denied as a failure that was directly caused by water intrusion. 
  
  A TWS adjuster has contacted the customer regarding this denial, and to explain the contract language noted above. 
  
  If the customer has any further questions regarding this denial, we ask them to contact us through our main line at **************.  Our hours of operation are Monday through Thursday 8am 7pm EST, and Friday 8am 6PM EST. 
  
  
  Kind Regards,
  
  
  Total Warranty Services. 

  Customer Answer

  Date: 02/14/2025

  I was not contacted by the adjuster after several phone calls to the company. Furthermore, it is true that the brake light assembly which is a covered component in the contract did leak.  TWS refused to cover any portion of the cause or result.  A covered component caused the water intrusion. Had the covered component not failed, there would have been no water intrusion.  The failed to cover any of the issues. As such, I am requesting a full refund of the amount I paid for the extended warranty as they also denied another claim before it was even submitted in a previous occasion.  

  Since TWS is unwilling to stand by their product I am requested by a refund of the purchase price of the extended warranty. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22923559
  
  I am rejecting this response because:

  I was not contacted by the adjuster after several phone calls to the company. Furthermore, it is true that the brake light assembly which is a covered component in the contract did leak.  TWS refused to cover any portion of the cause or result.  A covered component caused the water intrusion. Had the covered component not failed, there would have been no water intrusion.  The failed to cover any of the issues. As such, I am requesting a full refund of the amount I paid for the extended warranty as they also denied another claim before it was even submitted in a previous occasion.  

  Since TWS is unwilling to stand by their product I am requested by a refund of the purchase price of the extended warranty.
  

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

  

  Business Response

  Date: 02/19/2025

  A *** **************** Representative had contact with this customer via phone on 02/10/2025 and the claim details were discussed with the customer on this call. 
  A TWS Claims Adjuster also called the customer back to discuss this claim on 02/11/2025, and there was no answer from the customer. 
  Our adjuster left a voicemail for the account holder to call us back when they were available.  This voicemail call was recorded and a TWS Supervisor verified that the call went through, and the voicemail was left for the customer.
  As stated by the customer in their response, this failure was caused by a water leak / water intrusion. Any failure that is caused by a water leak / water intrusion is specifically listed as not eligible for coverage in this contract.  Please see our previous response for the actual contract language. 
  Due to this failure being a direct result of a water leak / water intrusion, this claim will remain correctly denied per the language of this contract. 
  This contract was purchased through a TWS selling dealer and the account holder directly paid the selling dealer for this contract.  The selling dealer where this contract was purchased will be able to assist the customer with a refund should the account holder choose to go this route. 
  If this customer has any questions,we ask them to please contact us through our main line as directed in our previous response. 
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22923559
  
  I am rejecting this response because: its simply not true.  The water intrusion was caused by a part that is covered under TWS.  They did not cover the part that failed and caused the water intrusion.  I understand not covering the failed RF module for the water intrusion but to not cover the brake assembly that caused the water intrusion is unacceptable.  
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:02/02/2025

  Type:Order 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.

  Attempted to cancel the ********************************** Product Warranty (TTPLPW) from TT of Flagler, **** dba Total Warranty Services on a new vehicle purchased from Milledgeville Chrysler Dodge Jeep Ram (TWS00129) described on the vehicle sales contract as Security Etch but have been ignored. The ****** contract specifically states under the cancellation provisions in the State of Georgia that such contract can be cancelled in writing by providing the reason for the cancellation which was provided and sent to the address in the contract. The vehicle was purchased on 10/12/24 for cash including $799.00 for the Security Etch (there is no security etching). The cancellation was sent three weeks later and the general manager of the dealership was informed. I am awaiting the pro-rata refund described in the ****** contract.

  

  Business Response

  Date: 02/06/2025

  *** has completed a detailed review of our records and have not found any documents regarding a cancelation request from this account holder.
  We have verified that this contract is eligible for cancellation upon request. This contract specifically states that cancellation requests should be provided to TWS in writing. See below for actual contract language.
  Contract states: CANCELLATION
  To initiate the cancellation process, You must provide Us with a written notice of cancellation which must provide the effective date and reason for the cancellation.
  
  We understand that the account holder has stated this written notice has already been sent,but this was never received by ***. *** would be happy to assist the account holder in getting this cancellation request processed.
  A member of our team will reach out directly to the account holder via email and phone to help expedite this process for them.  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22890626
  
  I am rejecting this response because:
  Having mailed a letter canceling the ETCH policy in December, 2024, I will give the company the benefit of my doubt that they have no record of receiving it. Consider this communication my cancellation of the contract as provided in the document. The coverage duplicates my insurance policy coverage on my vehicle, except for the deductible. So paying $799 for a net benefit of $201 makes no sense at all. The cancellation is effective today, February 6, 2025.

  Their failure to cancel will result in Small-claims action against them and the dealership from which the vehicle was purchased. I thank the BBB for intervening on my behalf.
  Sincerely,
  
  ******* Will

  

  Business Response

  Date: 02/11/2025

  *** has contacted the selling dealer where this contract was purchased regarding this cancellation request.
  We were able to expedite getting this contract cancelled on the account holders behalf and have confirmed this cancellation with the selling dealer.
  The refund amount of $688.63 will be issued directly to the account holder from the selling dealer group.  Since the account holder paid the selling dealer directly this transaction will take place between the selling dealer and the account holder.
  The selling dealer has advised us they will be reaching out to the account holder directly to provide confirmation of this cancellation. 
  If you have any further questions about this request, feel free to contact us on our main line at **************.
  Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6PM EST. 

  Customer Answer

  Date: 02/11/2025

   
  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,
  
  ******* Will

• Initial Complaint

  Date:01/31/2025

  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.

  I purchased a 2019 GMC ****** 1500 SLT from ****** Dodge Chrysler Jeep Ram in ************, **, and as part of the purchase, the dealership included a **************** Powertrain Warranty administered by Total Warranty Services (TWS). This warranty was promoted as a selling point for the vehicle and was represented as covering major powertrain components such as the engine, transmission, and oil system components.Recently, my truck required oil cooler line replacement, which is a powertrain-covered component under GMs Powertrain Warranty and the **************** Powertrain Warranty I was provided.I have submitted complete maintenance records demonstrating that I have followed all manufacturer-recommended powertrain maintenance, including oil changes, fluid exchanges, and transfer case services at the proper intervals. However, TWS is attempting to deny my claim, citing missing air filter and spark plug replacements, even though:Air filters and spark plugs are NOT part of the powertrain system.Neither of these components would be covered under the powertrain warranty.These maintenance items have no connection to the failure of my oil cooler lines.TWS is using this as an excuse to deny a legitimate powertrain warranty claim, despite my vehicle being properly maintained in all ways that impact the powertrain.Resolution Sought:Full approval and coverage of my oil cooler line repair under the warranty.Accountability from both TWS and the dealership for misrepresenting the warranty coverage at the time of sale.Clarification from TWS on how non-powertrain components can be used as a basis for denying a powertrain repair.This complaint is being filed to make others aware that TWS is avoiding legitimate warranty claims by misapplying unrelated maintenance requirements and that dealerships advertising this warranty as part of the purchase may not assist when a claim is disputed.I expect TWS and the dealership to resolve this claim in a fair and reasonable manner.

  

  Business Response

  Date: 02/03/2025

  A claim was initiated on this vehicle on 01/28/2025 citing a failure to the oil cooler lines.
  
  This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle.  This warranty specifically states under the Terms and Conditions section,to remain valid all scheduled maintenance must be completed as outlined in the manufacturers owners 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.
  
  This Warranty does not state that these maintenance records must be relevant to the failure at hand.  The maintenance requirements on this Warranty are required to keep this warranty active and valid and spark plug and air filter services are required by this manufacturer at specific intervals.  TWS is required to administer all claims on this Warranty per the clearly outlined Terms and Conditions as they are stated.
  
  During the initial call with the repair facility on 01/28/2025, TWS requested maintenance records to be sent in for review. During our initial review on 01/29/2025 it was found that 4 manufacturersrecommended services were missing.  This claim could not proceed and remained in pending status waiting on further maintenance records for review.  This claim was never denied.
  
  On 01/31/2025 additional maintenance records were provided to TWS and reviewed by our maintenance supervisor.  The maintenance records for this vehicle have now been verified and the claim process is able to continue.  TWS has already contacted the repair facility to continue with the claims process.
  
  Please let us know if you have any further questions regarding this claim or your Warrantys terms and conditions.  You can reach 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: 02/03/2025

   
  Complaint: 22884334
  
  I am rejecting this response because:

  Dear ***** *.,
  Thank you for your update regarding my complaint against Total Warranty Services (TWS). I have reviewed their response and would like to formally dispute their reasoning and anticipated denial of my warranty claim.
  

  Key Issues & Ongoing Concerns:
  TWS Has Not Officially Denied the Claim, But Their Next Steps Indicate an Imminent Denial
  TWS has stated that my claim "remains in pending status waiting on further maintenance records for review."
  However, I have already provided all available maintenance records that document adherence to the manufacturers required powertrain maintenance.
  The additional maintenance records they are requesting do not exist, meaning that TWS is positioning itself to deny the claim based on non-existent records rather than mechanical necessity.
  TWS Is Holding the ******************************************************* cooler lines are a powertrain component and should be reviewed as such.
  TWS continues to demand records for air filter and spark plug replacements, which have no impact on oil cooler line failure.
  Air filters affect the air intake system, not oil circulation or lubrication.
  Spark plugs are part of the ignition system, which does not interact with the oil system.
  TWSs Handling of This Claim Suggests an Intentional Barrier to Honoring Powertrain Coverage
  The warranty contract does not explicitly state that missing non-powertrain maintenance voids powertrain-related repairs.
  TWS has created an unreasonable standard of requiring maintenance that does not relate to the failure at hand.
  The intent of a powertrain warranty is to cover critical engine, transmission, and lubrication failuresnot to serve as a loophole for avoiding claims.
  Expected Denial & Request for BBB Assistance
  Given that TWS is requiring records that do not exist, they will likely move to deny this claim on technicalities rather than mechanical relevance. This is an unfair and deceptive business practice that I request BBB to acknowledge and take into account.
  Since I have exhausted all options to provide additional documentation, I request that BBB keeps this complaint open and assists in:
  Holding TWS accountable for using non-powertrain maintenance to deny a powertrain-related failure.
  Requesting that TWS provide a written explanation, citing a specific contractual clause that allows them to deny this claim based on missing non-powertrain maintenance.
  Ensuring that *** does not attempt to dismiss this case without a fair review.
  Additionally, I would like to formally state that if TWS denies this claim, I will escalate this matter further through the *************************** Office for deceptive warranty practices and potential legal action for failure to honor a contractual obligation.
  

  Please confirm that BBB will keep this complaint open until *** officially provides a final decision. If they attempt to close this matter without resolution, I will continue to pursue additional action.
  Thank you for your assistance, and I look forward to your response.
  Sincerely,
  **** ******
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/03/2025

  Tell usIn our previous response, the last paragraph stated that additional maintenance records were received and reviewed by our maintenance supervisor, and we would be able to move forward with the claims process. A *** claims adjuster has contacted the repair facility to continue the claims process already.
  
  TWS is not holding the claim hostage nor anticipating a denial. On the contrary, before receiving this initial complaint, *** had already noted this claim that the maintenance records were acceptable, and we were going to be continuing our standard claims process.
  
  As stated in our previous response, this Limited Lifetime Powertrain Warranty does not specify that only services that are related to a particular failure are required for verification. 
  
  In-fact, the Warranty clearly says your vehicle must receive ALL scheduled maintenance as required by the manufacturers owners manual.
  
  This is a requirement to keep the Warranty valid and is not related in any way to a failure that may have occurred.
  
  This claim has already been authorized and as previously stated, the repair facility has been made aware of this authorization. A TWS claims adjuster will also be reaching out to the customer to review the terms and conditions of this contract and to inform them of this authorization.  
  
  
  Kind regards,
  
  
  Total Warranty Services why here...

  Customer Answer

  Date: 02/03/2025

   
  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:12/26/2024

  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.

  ******* they replaced several head gaskets on my 2019 Jeep, then that didn't work, they had to replaced my motor, then after having the jeep for 10 days the transmission is gone, I dropped it off on 12/05 and they dragged there feet while I am paying for the loaner from the dealer ship, while the first time the jeep was there I paid $995 for the loaner, then the second time the dealer was charging for 59 days $4000 just for the loaner, while this warranty company dragged there feet on getting the motor, to the dealer. then once I finally received my 2019 back on November 22, 2024 and it lasted 10 days until having issues with the transmission, now they are telling me that the transmission is not covered, which is unfair after doing multiple maintenance requirements. as required since I have owned the car.

  

  Business Response

  Date: 12/30/2024

  This vehicle has had four claims initiated between 09/03/2024 and 12/05/2024.  Below are details of the claim process related to each of these claims.
  
  CLAIM #1. On 09/03/2024, a claim was initiated for this vehicle by the repair facility citing a head gasket failure.  On this initial call maintenance records were requested for review as outlined in this Warranty.  See below for actual contractual language:
  
  Contract states: Maintenance Requirements: Your vehicle must be serviced and receive all of the scheduled maintenance as is recommended by the manufacturers Owners Manual. You must retain copies of all completed repair orders showing the maintenance services performed during the coverage period. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage
  The maintenance records for this vehicle were received, reviewed and verified on 09/04/2024.
  
  During the initial call, our adjuster also requested that photos / video of the vehicle be sent in to demonstrate the reported failure.  The service advisor at the repair facility was provided with our email address to submit the photos / video. The service advisor was instructed to call back to continue the claims process once the photos / video had been sent.
  
  On 09/09/2024 the repair facility called back to submit a video of the failure.  The video was attached to the claim but did not demonstrate a failure. The video only showed smoke coming out of a tail pipe. 
  
  Our adjuster reviewed this with the repair facility, and they were able to provide a new updated video on the same day, 09/09/2024,which demonstrated the failure.  This claim was authorized on the same day in the amount of $3,104.74.  This was 5 business days after the claim was initiated.
  
  CLAIM #2: On 09/20/2024 a repair facility called TWS to initiate a claim citing a failure to the fuse block on this vehicle.  This 3 Year / *******-mile short term Limited Warranty has listed items coverage.  Only items that are specifically listed on this contract have eligibility.  The fuse block is not a listed item for coverage on this Warranty and this claim was correctly denied.
  
  CLAIM #3: On 09/26/2024 a claim was initiated for this vehicle citing a second internal engine failure.  This was 1051 miles and 22 days after the first engine repair that was completed.  The repair facility was now requesting that the entire engine be replaced. 
  
  Since this was a second major engine failure in a short period of time, this vehicle was set up to be inspected by an independent inspection company.  This inspection was completed on 09/27/2024 (Friday)in the afternoon.  The inspection report showed signs that the previous repair may have been incorrectly completed and there were also signs that the previous repair could have led to this new failure.  Further tear down was requested to ensure that this failure was not due to a lack of workmanship.
  
  The repair facility provided TWS with further information on 10/02/2024 after the engine tear down was completed. This claim was reviewed by a supervisor and authorized on the same day 10/02/2024 in the amount of $10,016.51.  This was 4 business days after the claim was initiated.
  
  CLAIM 4: This claim was initiated on 12/19/2024 by the same repair facility that had initiated the previous three claims mentioned above.  The reported failure was to the transmission, and this was 71 days and ***** miles since the previous repair to the engine. 
  
  The repair facility was now reporting that the transmission pan had been cracked and all the fluid had been lost from the transmission. The repair facility provided TWS photos showing that the pan had cracked,and the leaking fluid was covering the entire underside of the vehicle. For due diligence TWS set this vehicle up to be inspected on 12/19/2023 (Thursday). This inspection was completed on 12/23/2024, the following Monday.
  
  The inspection report clearly shows damage to this pan that caused this crack.  It showed the plastic pan to have an outline where something contacted the pan causing the crack.  This type of damage is not eligible for coverage on this Warranty. 
  
  This Warranty defines an eligible Breakdown as: Breakdownmeans the failure of any original or like replacement part covered by this Limited Warranty to perform its intended function(s) in normal service 
  
  The damage to this transmission pan is not a mechanical failure during its normal intended function and is not eligible for coverage.  After supervisor review, this claim was correctly denied on 12/26/2024.  This was 5 business days after the claim was initiated.
  
  This 3 year / ******* Miles Short Term Warranty does not provide rental car coverage.
  
  TWS has reviewed all the above-mentioned claims for the excessive claim delay that has been reported in this complaint.  As shown in the details listed above, there was no excessive claim delay or dragging of feet related to any of these claims.  These claims were all handled in an expedited manner and the information requested by *** during each one of these claims was necessary to properly adjudicate these claims. 
  
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22731920
  
  I am rejecting this response because: you completely failed to complete and not shown proof it was my fault that the transmisin pan was cracked which was not the case  i only had the car several days after the motor was replaced  

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

  Customer Answer

  Date: 12/31/2024

  The car was brought to the auto fair ***** on 12/5 and then never heard a response until 12/19 that they were sending there adjuster. so yes they dragged there feet to get anything completed in a timely manner. 

  

  Business Response

  Date: 01/07/2025

  The repair facility contacted TWS on 12/10/2024, 5 days after this vehicle was reportedly dropped off at their facility.  They did not have any information regarding what caused the failure of the transmission during this call.
  
  During this call TWS was told this vehicle may be relocated to another facility.  They were not sure if they could perform the repairs on this vehicle as they were a ***** franchise and the vehicle in question is a Jeep.  TWS relies on the repair facility to provide information regarding the cause of failure when starting a claim, and during this call the repair facility did not have sufficient information to begin the claims review process.
  
  As outlined in our previous response, TWS was contacted by the repair facility on 12/19/2024 and information regarding the nature of this failure was first provided.  TWS was informed during this call that the oil pan on the transmission was found to be cracked and all the transmission fluid had leaked out of the transmission. 
  
  For due diligence, this vehicle was set up for inspection during this call with the repair facility on 12/19/2024 and the repair facility was informed of this inspection on the same call. 
  
  Although this vehicle may have been dropped off at the repair facility by the account holder on 12/05/2024, TWS was not provided with sufficient information to begin the claims process until 12/19/2024 at approximately 09:24 am. 
  
  TWS immediately took action to continue the claims process once information was provided regarding this failure.  After a thorough review of this claims process, no excessive delay was found to have been created by TWS.  We hope this answers any questions you may have regarding this claim. 
  
  
  Kind Regards,