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:12/09/2024

  Type:Product 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 was sold warranties that I did not want and requested their cancellations and a refund issued and that was over 2 months ago.

  

  Business Response

  Date: 12/17/2024

  This account holder currently has three contracts with ***.
  
  The first contract is a 20 year / 200K mile engine warranty that was provided to the account holder at no cost during the purchase of this vehicle. 
  
  The second is a vehicle maintenance contract that provides coverage for synthetic oil services as well as other routine maintenances at set intervals.
  
  The third is a ***************************************** Contract) that covers eligible mechanical breakdowns. 
  
  A cancellation request was initiated with TWS by the account holder for the Maintenance contract and Platinum-Powertrain Wrap contract on 10/08/2024. 
  
  TWS reached out to the Selling Dealer where Mr. **** purchased these contracts to begin the cancellation / refund process. These contracts are not purchased directly from Total Warranty Services as all our contracts are sold through a network of selling dealerships.
  
  The account holder directly pays the selling dealer for these contracts, not TWS, therefore, refunds are provided directly from that selling dealer to the account holder. 
  
  As a customer service gesture, *** has reached out to the selling dealer involved to assist with facilitating the contract cancellation /refund request.
  
  On 12/16/2024 a representative with that selling dealer informed *** that the contract cancellations have been processed and the refund check will be mailed to the account holder as soon as tomorrow 12/17/2024.
  
  We were informed that this is being expedited and will be sent via overnight delivery service.
  
  If the account holder has any further questions regarding this refund TWS would ask the account holder to reach out to us through 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: 01/03/2025

   
  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:11/27/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Total Warranty Services regarding their handling of my ******************************************* claim. I believe the company's practices are misleading, deceptive, and potentially fraudulent.Upon purchasing ************** I was led to understand that this coverage would bridge the gap between my vehicles loan balance and its actual cash value in the event of a total loss. However, I recently discovered that the insurance covered only 7.2% of the outstanding debt on my vehicle, a figure that was never disclosed during the purchase ********** concerns are as follows:Misrepresentation of Coverage: When I purchased ************** I was not informed that it would cover only a small fraction of the loan balance. The lack of transparency constitutes a clear misrepresentation of the products scope and benefits.Unacceptable Response to Inquiry: When I requested a detailed explanation and breakdown of the payout calculation, Total Warranty Services provided only a generic Frequently Asked Questions document. This response is inadequate and demonstrates a lack of accountability.Deceptive Practices: Selling a product with such limited coverage under the guise of comprehensive protection misleads consumers into believing they are purchasing a safety net that does not, in practice, exist.Resolution Sought:I am requesting:A corrected payout calculation based on a clear, itemized breakdown of how the payout was determined.A full refund of the ************* premium, as the product was sold under misleading terms.Assurance that corrective measures will be implemented to ensure transparency with future customers.

  

  Business Response

  Date: 12/02/2024

  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 definition of "Waivable Loss" as stated in your contract refers to 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 is defined as "the retail value of the covered vehicle, on the date of loss, as listed in the National Automobile Dealers Association
  (NADA) Official Used Car Guide adjusted for mileage and optional equipment." 
  
  Your primary insurance carrier valued your vehicle at $30,721.45.  The settlement amount was $29,721.45 + $1,000.00 insurance deductible (*** would not cover). NADA valued your vehicle at $33,850.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $33,850.00.
  
  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. 
  
  The remaining balance also contains amounts due to skipped and late payments.  The Net Payoff (see definition below) is calculated based on all payments being made on time as represented in the original payment schedule. According to the payment history received from the lender, there were at least 2 skipped payments and 6 late payments on your loan. These items would not be covered by *** as these amounts should have been paid per the terms of the loan, and had they been made in a timely fashion,that portion of the balance would not exist.
  
  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; 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.
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 38,769.51
  Less NADA at time of Loss $(-) 33,850.00
  ************ Contract Refund (Dealer Refund) $(-) 1,766.42
  *** Payment $3,153.09
  
  
  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: 12/02/2024

   
  Complaint: 22613358
  
  I am rejecting this response because: When we purchased ************* through the ****** dealership, we were explicitly informed that this insurance would cover the difference between the vehicle's value as determined by our primary insurance (full coverage) and the total loan balance.
  I requested a detailed explanation of how the payout figure was determined, but the representative provided only a screenshot of a ****** Sienna with six different price points. It appears they arbitrarily selected one value and used it to calculate the payout. Such an explanation lacks transparency and does not meet the legal standard of proper documentation.
  While I acknowledge my responsibility for the deductible under my primary insurance, ************* is contractually obligated to cover the remaining balance, as explicitly stated in the terms presented to us during the sale. Your failure to adhere to these terms constitutes a breach of contract.
  Additionally, I must address the behavior of your customer service representative, *******. Her dismissive attitude and unprofessional demeanor, treating our valid concerns as if we were asking for favors, are unacceptable. I requested proper documentation outlining the calculation methodology for this figure, and I am still waiting for a response. A screenshot does not meet the requirements of a legally valid document and cannot be considered sufficient proof.
  The practices of your organization are not only deceptive but may also violate consumer protection laws. I demand that you provide a legally compliant and detailed explanation of how the payout figure was calculated, along with a breakdown of all relevant amounts. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/10/2024

  Ms. ****************** have provided the information you have requested multiple times.  Your GAP claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (GAP)Contract Addendum. 
  At this time, we respectfully stand by our decision.       
  We will be happy to answer any additional questions regarding your claim.  Please feel free to contact our call center for further assistance at **************.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22613358
  
  I am rejecting this response because: Of course, you stand by your response and your organized operation designed to exploit families in vulnerable situations. Your greed and lack of empathy are boundless, preying on those who are already struggling. I will not stand idly by while such unethical and fraudulent practices persist. I am committed to exposing the truth and ensuring others are aware of the deceptive tactics employed. This fight is about holding you accountable and protecting others from being taken advantage of in their most difficult moments.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/20/2024

  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 received this limited lifetime warranty with the purchase of a new 2018 ram 2500 from secret City dodge in *******************. At ****** miles the transmission went out so turned it in to warranty company. They wanted service records so I sent them my receipt of oil change air filter change and transmission oil change. They denied the claim because I couldn't get two receipts for oil change. They were done at quick lube in ***************** and they could not pull receipts from that far back

  

  Business Response

  Date: 11/22/2024

  A claim was initiated for this vehicle on 11/14/2024 citing a failure to the transmission assembly.  During this initial call TWS requested this vehicles maintenance history documents be sent in for review.
  
  This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle. This Warranty clearly states in the first section labled TERMS AND CONDITIONS that all manufacturer recommended maintenance must be completed as outlined in the owners manual. 
  
  This Warranty also states that the customer is responsible for keeping copies of all maintenance repair orders and providing them to TWS upon request. See below for actual Warranty language:
  
  Contract 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.
  
  During review of the submitted maintenance records, it was found that this vehicle had 4 missing maintenance records, and the first recorded maintenance was completed at ****** miles.
  
  Engine lube, oil and filter services are required every 12 months or ***** miles.  2 LOF services were missing between 10 and ****** miles.
  
  1 *********** was missing / performed late between miles ****** and ****** (Due every 12 months or ***** miles)
  
  1 missing air filter replacement at ****** miles.(due every ****** miles)
  
  TWS is responsible for administering these Warrantys according to their terms and conditions.  At this time, the requirements of this Warranty have not been met and this claim process cannot proceed.
  
  If the account holder can provide further documents to account for these missing services, TWS would be happy to review this claim further for eligibility.
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:11/17/2024

  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.

  G0719901 In addition to filing a complaint, I will pursue legal representation. The gap insurance I purchased from Total Warranty Services was not paid as agreed upon. Both the dealership and the company did not inform me that if you have an accident and it is a total loss, they will not pay the remainder balance to the bank after the insurance company pays off their end. Moreover, I demand a full explanation and the entire gap insurance payment based on what I owe today. I was misled by your company when I signed gap insurance after they never explained that it was a total misrepresentation of their policy. Your company acted in bad faith by not explaining this to me. Currently, my credit has been damaged and my credit has been ruined by the bank because my gap insurance money has not been paid. This is extremely unfair, and anyone who has been misled by the dealership or company should file a complaint.

  

  Business Response

  Date: 11/22/2024

  Ms. ************************************* has been accredited with BBB since 2018 and has an A+ rating.  We have 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 Payable 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. 
  
  Your primary insurance carrier valued your vehicle at $23,947.12.  The settlement amount was $23,154.12 (after $500.00 insurance deductible and $293.30 prior damage deduction). NADA valued your vehicle at $27,775.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $27,775.00.
  
  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. 
  
  When that *** claim was started, we recommended you reach out to your lender, as the *** contract covers you from date of purchase to date of loss.  The *** contract does not offer coverage for monies owed due to deferred, late, and/or skipped payments, or associated interest charges and fees. Those are fee amounts the lender may allow but are not covered by the *** contract.
  
  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 **************.
  

  

  Business Response

  Date: 01/08/2025

  Ms. ************************************* is not an insurance company and does not offer insurance policies.  The Guaranteed Asset Protection (***) Contract Addendum is an addendum to the loan contract.  We have 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 *** 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.
  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. 
  
  Your primary insurance carrier valued your vehicle at $23,947.12.  The settlement amount was $23,154.12 (after $500.00 insurance deductible and $293.30 prior damage deduction). NADA valued your vehicle at $27,775.00.  NADA was the greater amount therefore, the *** calculation used NADAs value of $27,775.00.
  
  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: 01/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  ****** J ****** Responses
  12/30/2025 and 1/10/2025
  
  The fact is that Total Warranty Services represented themselves as an insurance company that will be responsible for the ************* and remainder loss if in the event of an accident is why I bought this policy. I bought what you sold to me. I was misled. Again, you havent done what you stated in the contract when you sold it to me. You are admitting in this response that you sold it to me too as a coverage for the remainder of the losses, you are responsible for the remainder of this policy gap. Total Warranty Services should have paid the gap amount of $7,357.53 to Vystar ************. This misleading representation has left you financially vulnerable, as you are responsible for the gap that was supposed to be covered. It undermines the trust in the company and could lead to legal action if not resolved.
  Previous response not seeing on the BBB file is below please update responses.
  On Mon, Dec 30, 2024 at 12:27?PM ****** Malave ******** <********************************> wrote:
  Good Morning,
  Today is the first day i feel better that i can answer below. Thank you for being so understanding and patient during this time. Your support means a lot to me, and I truly appreciate it. Wishing you a joyful and prosperous New Year!
  Response Below:
  In the event that my insurance pays but there is a balance left over, I was never aware that I had purchased a gap policy that would not pay the remainder of my vehicle's value. When I initially signed the paperwork, I was promised that ************* would cover the remainder of the vehicle value in case of an accident, and whatever the insurance didn't pay I would be covered 100 percent. It is misleading and not in the customer's best interest to engage in business if the outcome would be for me to have a huge bill and be underwater when is not even my fault in the first place. This company does not explain fully the terms of their insurance policies and it created an adverse outcome.
  In your definition of Net Payoff, you leave out In the event the original amount financed/capitalized cost, on the Date of Contract,was in excess of 120% of the **** for new vehicles or 120% of the **** average retail value for used vehicles So in your definition of Net Payoff and how it is calculated, you leave out a condition precedent of what is required to get value of the unpaid balance. Without that condition precedent, the value is simple the unpaid balance as of the date of loss. I have not seen anything that would trigger that definition you have given. Therefore, I believe that it is the responsibility of Total Warranty Services (TWS) to satisfy the full balance remaining on the lien of $7,357.53. 
  The entire purpose of ************* is the cover people for the gap in what is owed on their vehicle and how much their vehicles ACV depreciated since purchase. *** represents to sell this insurance for this exact situation that I find myself in. I was the victim of the negligent act of a third party and needed *** to step up and honor the contract. Instead, it appears the TWS sold ME something different than what was represented attempting to flout your responsibility under the contract. This is extremely concerning. I will seek counsel immediately if this issue is not resolved asap. *** is failing to honor what they represented the contract to me. This begs the questions as to how many other people *** has evaded their contractual obligations through a misleading contract.
  This situation left me as a customer feeling frustrated and deceived as I trusted the assurance given when purchasing the policy. The unexpected financial burden also left me with stress and anxiety,especially when I believed they were protected in the event of an accident.Such experiences can erode trust in the company and its offerings. This is causing a significant financial strain in my life, as a customer I find myself responsible for paying off a substantial loan balance out of pocket that I do not have. Such unexpected expenses disrupt my personal budget, affect my credit score, and this is creating undue stress in my life. All I ask is that *** honor the contract. Each day *** does not honor their contract, I am incurring late fees, and my credit score is suffering, causing great harm to me not only financially but mentally as well. 
  
  ****** J ******
  ************
  
  BBB Case#********
  
  
  
  Sincerely,
  
  Zee ******

• Initial Complaint

  Date:11/13/2024

  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 9/11/24 my daughter was in an accident, fortunately she and her brother were ok, but airbags were deployed and the vehicle was a total loss. I was thinking thank God we got ***, through the dealer. I have had *** with all my leases and purchases bc it pays up to 150% of the loss and they pay your deductible. While all the "dust was settling" I was going over their contract to double check the deductible bc I have never heard of Total Warranty Services, who we purchased the *** from in the finance office at ****, ******************, *****, **** (finance manager, *****). I found that it did, like ALL the other times I've purchased ***. My husband turned in everything requested from the finance company, insurance company, and gap company. We then found out through an email that the gap company was only paying $1300? The deductible was $1000. This of course makes no sense. You get gap because it pays the gap between what you owe and what it's worth, it fills in that "gap". ******* dealer group is huge here in **** so I didn't think they would use a shady product service, but apparently they did. They have had many complaints and no longer use them. I have tried to call them, I have been put on hold, then hung up on, been told the person I need to speak to is not there, etc. Now I'm getting letters from the finance company bc there is a balance. There should be no balance, because gap is to pay that balance. 150% ACV + deductible and they are no where close. I need help as they will do nothing to correct this. They even tried to tell me it was cancelled on the day of her wreck and tried to lead me back to the dealership that sold me their product (contract). I've already talked to them. They all know what *** does and don't know why they are doing this?

  

  Business Response

  Date: 11/15/2024

  Mrs. ******************************* has reviewed your file to ensure your GAP 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 (GAP) 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 definition of "Waivable Loss" as stated in your contract refers to 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 is defined as "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."
  **** Power valued your vehicle at $13,525.00. The primary insurance carrier valued your vehicle at $12,673.53. The settlement amount was $11,317.38 after the $356.15 deducted for the condition of the vehicle, plus a $1,000.00 deductible that GAP covered.
  As it relates to how the insurance company valued your vehicle, we are unfortunately unable to comment on the value the insurance company assigned to your vehicle and recommend that you reach out to your primary carrier with further questions. GAP would not cover the $356.15 deducted for the condition of the vehicle.
  The GAP contract does not offer coverage for monies owed due to deferred, late, and/or skipped payments, and associated interest charges and fees. If all payments had been made in accordance with the original payment schedule, the amount owed to the lender would be significantly lower.
  The Net Payoff (see definition below) is calculated based that all payments are made on time to the lender as represented in the original payment schedule. Thus, according to the payment history received from the lien holder, there were at least 2 skipped payments and 3 late payments. These items would not be covered by GAP as those amounts should have been paid by the customer per the terms of the loan, and had they been made in a timely fashion, that portion of the balance would not exist.
  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 GAP Addendum. 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.
  Explanation of Payment:
  Net Payoff at time of Loss $15,505.77
  Plus Primary Carrier Deductible $1,000.00
  Less ** ****** $(-) 13,525.00
  Less Service Contract Refund (Dealer Refund) $(-) 1,608.20
  GAP Payment $1,372.57
  If you should have any additional questions regarding your file, please feel free to contact our call center for further assistance at **************.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22550375
  
  I am rejecting this response because: the evaluation from ** ****** is not the be all end all of ACV's and the primary carrier and the gap insurance each are using a different way to evaluate the vehicle. There was never an amount given by Total warranty services as to what the value of the car was to show the primary carrier and work with either. We are not asking anyone to make 2 payments, it is well understood we owe those; however Total warranty services owes the difference between what we owed on the vehicle minus the value (agreed upon, we did not pull an amount that we pulled out of the air or only benefited one party) and Gap was to pay the $1000 deductible. Total warranty services has had multiple problems with similar issues with contracts they did not uphold for the ************* who they sold their finance products through. We were informed that we were buying gap coverage as we have before through the *************. This contract and gap claim/coverage should be no different as we did not buy a lesser product.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 12/16/2024

  *** ****,
  As it relates to how the insurance company valued your vehicle, we are unfortunately unable to comment on the value the insurance company assigned to your vehicle.  We recommend that you reach out to your primary carrier with further questions. The $356.15 deducted for the condition of the vehicle is not covered by GAP.
   Your GAP 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 (GAP) 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. 
  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: 12/17/2024

  They did not give me the amount that covers between what my insurance valued the vehicle at (which is beyond my control, which is why we or any consumer has gap) and what we owe on the vehicle to ************ If they arent covering that "gap" then why would we get gap insurance. They are to cover up to 150% of the value from the insurance company. It's in their contract. This is why people get gap at the dealership vs. Their own insurance (in my case progressive)

  Attached is my contract.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment with the recent denial of my tire warranty claim. I recently visited my dealership due to low tire pressure, and they advised me to replace the tires because of punctures. Since I purchased tire insurance along with my vehicle specifically to cover such issues, the dealership submitted a claim on my behalf. However, I was informed that the claim was denied on the grounds of weather-related cracks,Both my dealership representative and I disagree with this decision. The reason I purchased tire insurance was to protect myself from unexpected tire issues like punctures, not to bear the cost of replacing tires prematurely. I believe that punctures, rather than superficial weather cracks, should qualify under my coverage.I kindly request that you review my case again. Given that the primary issue is the punctures, which directly impact tire performance and safety, I believe this should be covered under the terms of my warranty.

  

  Business Response

  Date: 11/08/2024

  On October 11, 2024, ****************************** contacted our claims department to request authorization for the replacement of all four tires. The ************* certified technician measured a tread depth of 3/32nds on all four tires, noting "cuts" on the shoulders of each tire.
  
  The customer's Road Hazard Tire Coverage specifically excludes coverage for tires with 3/32nds or less tread depth, as this indicates the tires have exceeded their serviceable life and require replacement. Based on this, the claim was denied.
  
  Afterward, the customer reached out, disputing the tread depth measurements,  asserting that punctures were the primary issue. Upon reviewing the photos provided, the tread depth gauge consistently showed 3/32nds except in two instances where the gauge was placed in the deepest groove, which indicated 4/32nds. However, per tire and vehicle manufacturer guidelines, tread depth should be measured in the shallowest groove. In this case, the shallowest grooves on all four tires clearly indicate 3/32nds or less remaining tread.
  
  Additionally, the photos revealed weather-related cracking and tread separation, both of which are also specifically excluded from coverage under the contract.
  
  To summarize, the tires on this vehicle are worn beyond their serviceable life, as indicated by the tread depth, cracking, and separation. While we agree that the tires should be replaced for safety reasons, these conditions fall outside the scope of coverage provided by the contract.
  
  Kind regards,
  Total Warranty Services

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22526995
  
  I am rejecting this response because: 

  Based on the photos provided by my dealership from the initial inspection in October and recent follow-ups (attached)  at least 3 tires has depth of 4/32 in the shallowest grooves while 1 tire might under question. Please review the photos as these photos were sent directly from the dealership to total warranty services. Also you can see it clearly shows the presence of punctures in the tires. This evidence challenges the basis of denial and these punctures directly affect the tires' safety and were the reason I sought assistance through my Road Hazard Tire Coverage. I find it concerning that this critical aspect has been minimized in favor of focusing on tread depth and minor weather-related conditions.  I kindly request that you review my claim again, taking into account both the tread depth evidence and the documented punctures. 

  I kindly request that you review my claim, taking into account both the tread depth evidence and the documented punctures. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/13/2024

  As stated in TWSs previous response, this First Mile Road Hazard Tire Coverage contract specifically states that tires with tread depth at or below 3/32nds of an inch are not eligible for coverage.  See below for actual contract language and snapshot attached:
  
  Contract states: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  
  2. FOR TIRES THAT HAVE 3/32" OR LESS TREAD DEPTH REMAINING.
  
  TWS received a report from the repair facility that specifically said that all tires were at 3/32nds of an inch, thus excluding them from coverage on this contract. 
  
  Furthermore, photos were sent from the repair facility showing these tires being measured at 3/32nds of an inch or below.  (Actual photos from the repair facility report have been attached for review.)
  
  The tires on this vehicle have been used and worn beyond their safe serviceable limit and are not eligible for road hazard coverage per this contracts language. 
  
  This claim will remain denied in accordance with the terms and conditions outlined in this contract.
  
  Kind regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:11/01/2024

  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.

  My 2018 **** Q3 was brought to **** repair shop at ************************************, on October 21st 2024. **** sent over the claim to Total Warranty ON THE SAME DAY. The inspector did NOT COME UNTIL October 25th 2024 at 3pm. 4 WHOLE days I had to go without transportation as the rental would not be approved by Total Warranty until they ACTUALLY APPROVE the claim AFTER the inspector comes. The claim did NOT get authorized Until October 26th 2024. I was WITHOUT TRANSPORTATION FOR 5 DAYS! I was THEN told the Warranty ONLY covered $110 at $35 a day for ONLY 3 days. I can only afford to fork out another $534.81 with the $300 deposit required at enterprise rentals AND extra $100 young renters fee. Leaving me only able to get the rental for 2days. It is now November 1st and I am STILL WITHOUT transportation as my car is STILL NOT FIXED. So, after having to return the car to Enterprise on Monday the 28th, I had to go ANOTHER 4 DAYS stuck with no way to get around. I have already filled out the reimbursement form on October 28th. However, considering this HORRIBLE experience, I requested the FULL reimbursement amount and not just LITTLE $110 they claim that they can only cover. I still have not heard back after submitting this reimbursement form and I am still very PISSED! if I could give zero stars I would! Unfortunately, it wasnt my choice that the car dealership I purchased my car from (**** *******) Automatically gave me this warranty plan but I WILL be looking for an alternative one!

  

  Business Response

  Date: 11/06/2024

  On 10/21/24, Ms. ******* claim was submitted to Total Warranty Services, and an independent inspection was scheduled to verify the reported failure. The inspection report was received and reviewed on 10/25/24, and the claim was authorized.
  Total Warranty Services attempted to contact **** Gainesville three times on 10/25/24 , successfully leaving one voicemail requesting a callback to discuss the claim. The other two attempts went unanswered. **** Gainesville reached out to Total Warranty Services on 10/29/24 to discuss the claim and review the authorized amounts.
  Ms. ******* contract offers rental coverage as an ancillary benefit to help reduce rental costs incurred while repairs are actively completed or while a 3rd party inspection is completed; It expressly excludes coverage for delays caused by shop scheduling or parts delays.  
  On 11/4/24, we received a rental reimbursement request from Ms. ****** for $534.81 for rental costs for three days. The contract covers a maximum of $35 per day, this equates to a maximum coverable amount of $105. However, as a customer service gesture, we processed payment for $175.  Ms. ****** should receive this check within 5-10 business days.
  Total Warranty Services paid $3332.00 total for repair costs and rental reimbursement. We hope to be of service to Ms. ****** in the future should her vehicle experience any further covered mechanical breakdowns.
  
  Kind Regards,
  
  Total Warranty Services

  Customer Answer

  Date: 11/19/2024

   
  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 as I did receive that check in the mail today. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/03/2024

  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 car went into the shop over 2 weeks ago and I after TWS asking for information for the entire 2 weeks I received a denial email this morning. Then after calling, the maintenance *** told me they have not received any information from me since the 14 of August when I just submitted more records on Friday August 29th. The company is extremely unprofessional, you get a different *** with every email you receive/send. The issue with my car has nothing to do with oil changes/air filters. I now owe a dodge dealership $175+ for a diagnostics because the first time I called TWS I was told it had to be taken to a certified dealership when I had just paid for a diagnostics the day before at a different service center only to be told later that any center can do the ***airs if they take the warranty. This company is a complete joke and will find any and all ways to not cover the ***air needed. Do yourself a favor and DO NOT buy a warranty from this company and if you are unlucky enough like me to have one already, have an attorney ready to deal with them because they will not help you on your own. I will be finding an attorney today to handle the remainder of my claim. Oh! and when you want to speak to a manager all they do is conveniently tell you no one is available and they can send an email to them to contact you and it could be 24+ hours.

  

  Business Response

  Date: 09/05/2024

  A claim was initiated for this vehicle on 08/16/2024 citing a failure to the cylinder head. 
  
  This **************** Powertrain Warranty was given to *************** at no cost during the purchase of this vehicle.
  
  This Warranty specifically states in the first section that to remain valid, all manufacturer recommended maintenance must be completed.  It also states that these services must be properly documented, and those records submitted to TWS for review upon request. See below for actual Warranty language.
  
  Contract states: TERMS AND CONDITIONS
  
  MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain
  Warranty valid, you must follow the maintenance procedures listed below.
  
  Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
  You must keep copies of all maintenance and repair orders. Copies must indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed.
  We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty.
  
  The maintenance records that were submitted for review to TWS were found to be insufficient. Currently there are 8 missing manufacturer recommended services.
  
  5 missing Lube, Oil, and Filter services. (Due every 10K miles)
  3 missing air filter replacement services.  (Due every 30K miles)
  As administrator of this Warranty, TWS must follow the terms and conditions outlined in the Warranty language.  At this time the terms and conditions of this Warranty have not been met and this claim cannot move forward. 
  
  TWS allows account holders to pick the repair facility of their choosing as long as that repair facility can provide documents showing they are a registered business, and they are willing to provide a minimum 6-month ***** mile warranty on all repairs. 
  
  A claims supervisor has reviewed the phone calls between us and ****************. At no time did we find a TWS employee advise her the vehicle had to be taken somewhere else or to a manufacturer repair facility.
  
  On a recorded call with TWS on 08/16/2024, **************** discussed with us that she did not feel the repair being requested by the repair facility was correct. 
  
  At 02:34 of this call she said she had spoken to three other mechanics, and they have all told her it is a faulty transmission cooler and not a head gasket that has failed.  She said she was told that a head gasket would not fix the vehicle, and the current repair facility was just trying to make more money on the repair.
  
  This account holder was contacting multiple repair facilities, friends, and family who work on vehicles discussing her vehicle while it was in the current repair facility for repair.  She was questioning what the current repair facility was saying regarding the cause of failure.  
  
  At 10:08 of this conversation the account holder advised that she did not want to pay Dodge $175.00 for a diagnostic that was not done correctly.  This was on the same day that the claim was initiated and shows this diagnosis was already completed before **************** spoke to TWS. 
  
  At 14:46 of this recorded conversation **************** asked if the vehicle needed to be taken to a Dodge dealer and our agent advised her, she did not need to take it to a Dodge dealer.  She was advised of the minimum requirements for a repair facility discussed above.
  
  At this time, this claim has been correctly denied for a lack of verified maintenance as outlined in the Warranty language.
  
  
  Kind regards,
  
  
  Total Warranty Services  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22232230
  
  I am rejecting this response because: First of all, the first time I called TWS I was told it needed to be seen by a dodge dealership. Otherwise, there is no way I would have had  my vehicle towed from one service center AFTER just paying a diagnostics fee to another service center to have to pay another one. Secondly, this is just the same generic response given to any and everyone who files a complaint against this company. Why do those of us who "supposedly" have the free version have to prove all of these things for our vehicles to be covered but according to a manager at TWS himself, those with the paid warranty do not. This company gave me the run around for two weeks! They even wanted me to pay $60 for a Carfax report because of course they don't except the free version. The last email I received said to send two specific maintenance records, which I did, then and ONLY then, did they come up with the whole needing receipts to show oil and oil filters being purchased for changes done at home. This company is a total joke and will do anything not to cover a claim. They should be put out of business and never be able to deal with warranties or customers again. Not one time in the chain of emails I was sent did they ask for receipts from my advanced auto purchase.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/09/2024

  The previous response TWS provided gave a detailed description as to why this claim was denied. 
  
  This response was not generic in nature, but specific to the claim in question. TWS citied Warranty language, documentation provided,and even specific phone conversations between us and this account holder.
  
  This warranty is provided to the customer at no cost during the purchase of a vehicle and has specific language about the terms and conditions regarding maintenance requirements.  Attached is an actual screen shot of the contract showing this is stated just above where the customer signs.
  
  
  
  This ****************** clearly says in the first section that ALL scheduled maintenances must be completed to remain valid.  This is in the same size print as the rest of the Warranty, no fine print. 
  
  See actual screenshot of the Warranty attached.
  
  
  TWS is the administrator of this Warranty, and we are responsible for following the Warranty language when reviewing all claims.  This claim was correctly denied due to the account holder providing insufficient maintenance records per this Warrantys language. Please see previous response for additional claim details.
  
  
  Kind Regards,
  
  
  Total Warranty Services,

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22232230
  
  I am rejecting this response because: ************ still costs me $176 for a diagnostics that I had just paid another mechanic shop to do the day before and when I FIRST sent in my bank statements showing the Advanced Auto the 5-6 reps that emailed me back should have asked me for actual receipts which none did. They asked for the ones for the ones where I took it to mechanics to have the work done. And yes! Generic response considering every single review/complaint state the exact same thing. Every dealership should find another warranty company to use because this one is a complete rip off.  Hardly anyone has every single receipt where they bought the items needed to change their oil at home. This is just a loophole for this crock of a company to not cover repairs. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/23/2024

  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.

  Window regulator went out on my vehicle, I contacted TWS and asked if I could take it to my local dealer since it was convenient. The *** told me that was totally fine and I was covered under any licensed dealer. I took it to my local dealer and told them to contact TWS. Immediate issues arise and TWS refused to cover the ***air since I didnt take it back to my selling dealer because I lived within 75 miles of my selling dealer. The selling dealer was over an hour away. I have a ******* and the selling dealer is ******** In what world would someone want to take their ******* to a ******* dealership for ***airs? Needless to say, this warranty is almost pointless and I will be canceling my contract. Ill be looking for a contract that doesnt tie me to a specific dealership an hour away. If the first ****** I spoke with would have told me to take it to the selling dealer, it would be different. The employee gave me false information and caused us to pay out of pocket for a ***air that is covered under warranty. Ridiculous! I spoke to three different people asking for an exception since the local dealership had my vehicle torn apart and TWS would not budge. I think due to the employee giving false information, we should be reimbursed.

  

  Business Response

  Date: 08/27/2024

  The Platinum VSC Contract on this vehicle has specific language that says if a Breakdown occurs withing 75 miles of the selling dealer, the vehicle must return to the selling dealer for repairs. See below for actual contract language.
  
  Contract States: Notice to Customer:   If You experience a Breakdown, you are required to deliver Your Vehicle to the Selling Dealer if Your Vehicle is within seventy-five (75) miles of the Selling Dealer.
  
  This window regulator failure happened approximately 38 miles away from the selling dealer.
  
  TWS has reviewed the phone call ************************* had with our customer service representative on 08/21/2024.
  
  During this call ************************* was told that she could take her vehicle to any reputable repair facility.  The contract requirement stating the vehicle must be returned to the selling dealer was not discussed during this call. 
  
  Due to this information not being provided up front to *************************, TWS will be providing reimbursement on this claim as a one-time customer service gesture.  We will be using this as a teachable moment for our customer service representative as well.
  
  A claims supervisor has reached out to ************************* via phone to discuss this claim and review this contracts requirements.  ************************ said she was satisfied with this outcome during that call. 
  
  TWS would like to thank ************************* for being a valued customer and we look forward to assisting her on future claim should the need arise. 
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:08/22/2024

  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 Wednesday, August 7th,2024. Our 2017 **** F150 broke down and was unsafe to drive, we took it to ********** We purchased the vehicle August 11th, 2022 for a diagnostic. They were not able to find our warranty through total warranty services so they suggested we took Vehicle to ****, where they have the technology to read the Computer. We proceeded to do so and or quickly shot down with a warranty again. However, I knew that we had a drive train warranty so I was not going to give up on a $19,000 repair out of pocket that we would not be paying. I was able to find that we had a warranty through total warranty services **** started a claim with them and had been waiting a week for answers. They refused to fix the issue with what **** was asking to do. Offering for a partial fix and leaving us to pay the rest out-of-pocket. I called the company asking for some resources. They refused to give it to me and told me we deal with thousands of claims a day we dont care what your sob story is, this is what we are offering you you can take It, or leave it plain and simple as that. Also not compensating for rental or helping out with the loss of missing many days of work due to not having a vehicle. They have been very inconvenient and unhelpful. I will never ever in my life ever again. They are awful.

  

  Business Response

  Date: 08/28/2024

  A claim was initiated for this vehicle on 08/12/2024 citing a failure of the engine.
  
  The repair facility had no diagnostic information to provide regarding this failure and their findings.  The repair facility also did not have the parts and labor estimate for what would be needed to complete the repair that they were requesting.  We advised the repair facility what information was required to complete a claim, and the repair facility said they would call back with further information. 
  
  On 08/14/2024 the repair facility called for an update, and we had still not received a parts list for this repair.  The parts list was received later this same day and added to the claim.  The vehicle was then set up for inspection.  This inspection was completed Monday 08/19/2024.
  
  On 08/20/2024 TWS advised the repair facility that this claim was under review and that we were able to provide a cost-effective used engine to complete this repair. 
  
  This engine had fewer miles than the vehicle and would be covered under this warranty for as long as the account holder owned the vehicle and manufacturer maintenance guidelines were followed.  The service advisor at the repair facility agreed that they would accept this engine if a handling fee was added. 
  
  The repair facility called us back the same day to inform us they would not warranty this repair if we supplied the part.  We again advised the repair facility that the engine supplier and TWS would carry the warranty on the supplied part and labor.  The repair facility would only be responsible for providing a warranty on their workmanship.
  
  The repair facility then advised they would not accept our supplied part and would only replace the engine with their part.  We advised the repair facility that as the administrator of this contract we do have the right to supply a remanufactured or used part to complete all repairs.  See below for actual Warranty language.
  
  WARRANTY STATES: Replacement Parts At our discretion, replacement parts used on covered repairs may include non-original equipment manufacturer parts, new remanufactured or used parts that meet the quality standards of the repairer or us.
  
  It is noted that the repair facility was requesting $12,945.51 for their new engine.  This is $5613.51 over National MSRP ($7332.00).
  
  This repair facility was also willing to supply their own used engine for a price of $12,825.99.  This used engine quote was $5493.99 over the price of a new engine assembly from the manufacturer.
  
  TWS informed the repair facility that we could supply the part for this repair, or $500.00 would be added to the cost of our supplied part and applied to their engine. This would make the account holder responsible for the difference.  The repair facility said they would discuss this with the account holder and let us know.
  
  On 08/20/2024 TWS received a call from the account holder for more information regarding this claim.  The account holder spoke to both a customer service representative and a mechanical claims adjuster during this call.
  
  During this recorded phone call, we explained to the account holder that this Warranty specifically states that new, used, or remanufactured parts may be used when completing a repair. 
  
  We informed the account holder of our efforts to work with the repair facility to reach a resolution, but they were not willing to come to a reasonable agreement. 
  
  During this call, the account holder said that she felt we were a multi-million-dollar company, and we should just pay the $5,000.00 difference to make it easier.  Our adjuster advised her this was not ethical or reasonable and again informed her of the warranty terms and conditions.
  
  This recorded phone call has been reviewed by a supervisor and at no time was a TWS employee found to be rude or disrespectful to the account holder. 
  
  The phrase we deal with thousands of claims a day and we dont care about your sob story, this is what we are offering you can take it or leave it.  was never said during this call.
  
  This vehicle was moved to another repair facility that was willing to work with TWS and at this time this claim has been authorized in the amount of $13,183.03.
  
  
  Kind regards,
  
  
  Total Warranty Services