Complaints

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

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  Total Warranty Services

  PO Box 810187 Boca Raton, FL 33481-0187

  
• 

  Total Warranty Services

  800 W Yamato Rd Boca Raton, FL 33431-4430

  

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

• Initial Complaint

  Date:08/23/2024

  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

• Initial Complaint

  Date:08/16/2024

  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.

   
  Complaint: 22152384
  
  I am rejecting this response because: Absolutely nothing has caused damage to that part of the car.  They saw a blur picture of the part and assume that it was caused by an Outsite force. They did not have someone onsite to do an inspection and determine the damage. They just ask for a picture. That company does not have more than two stars in their review because they job is denied claims that should be covered
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 08/16/2024

  A claim was initiated for this vehicle on 08/13/2024 citing a failure to the oil pan.  The repair facility reported that this metal oil pan was in fact cracked and leaking.
  
  For documentational purposes, photos were requested showing this leak.  The photos show a crack that has formed stemming from the oil drain plug threads and extending out several inches.  This is indicative of an oil pan that has been damaged due to over torquing the drain plug.   This type of damage is not covered in this contract
  
  This contract clearly says that it provides coverage for Breakdowns.  See below for actual contract language.
  
  Contract States: I. KEY TERMS Breakdownmeans the failure of any original or like replacement part covered by this Service Contract to perform its intended function(s) in normal service
  
  The damage to this oil pan did not happen during its normal intended use but occurred because of outside influence. This oil pan repair was correctly denied. 
  
  A mechanical failure to the rear brake system was never reported to TWS.  If this was a brake service replacing wear items, this would not have eligibility on this contract.  This contract does not cover maintenance related repairs.
  
  If there is a mechanical failure to the brake system on this vehicle, we would ask the account holder to have the repair facility notify TWS of this issue so it can be reviewed for eligibility. 
  
  We can be contacted through 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

  Customer Answer

  Date: 08/27/2024

  I was able to be replaced part and kept part for review. Image attached. according to the mechanic there was no way that the crack was caused over torque, I have the part with me in case there need to be an inspection. 

  

  Business Response

  Date: 08/27/2024

  TWS has articulated in detail our reasoning for this claim denial in our two previous responses. 
  
  This failure was reported as damage to a part that did not happen performing its normal function during its intended service.  The metal pan is physically cracked and leaking.
  
  This crack was due to outside influence and does not constitute a Breakdown as outlined in this contract, and this claim was correctly denied. 
  
  TWS has nothing further to add to this review and this claim will remain denied at this time.  Please see previous responses for photos and further details. 
  
  
  Kind regards,
  
  
  Total Warranty Services.
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22152384
  
  I am rejecting this response because: I have the actual part with me. Please arrange for inspection, *** did not inspect the part, they just saw a picture. 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 08/30/2024

  This failure was reported by the repair facility as a crack in the metal oil pan.The photo provided of the failure clearly showed the damage / crack of the metal oil pan. 
  
  This failure does not require an inspector to be dispatched for verification. As stated in our previous response, this claim will remain denied at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22152384
  
  I am rejecting this response because I took the car to a mechanick, I was told that the oil pan burst, nothing to due with outsite force. I still have the part if you want to inspect. I can also send a picture with the part clean for you to see. 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 09/12/2024

  We concur with Mr. ***** assessment that the failure is unlikely to have been caused by a vehicle collision or accident.
  
  As we outlined in our initial response, the damage observed is consistent with over-torquing of the drain plug. The crack originates at the drain plug threading and extends outward, which is characteristic of such force. Furthermore, the rounding and marring on the drain plug bolt head is consistent with over-torquing. A metal oil pan would not crack unless subjected to excessive force.
  
  We also previously noted that no brake system repairs were requested at the time of initial contact. If the repair in question was a maintenance service, such as brake pad or rotor replacement, this would not be covered under the *************** Contract, as maintenance services are excluded from coverage. However,if there was a failure of a non-wearable brake system component, we advise ******* to contact *** to report the failure and provide details. Should the repairs have been completed without prior authorization, we can provide guidance on possible reimbursement consideration.
  
  Kind regards,
  Total Warranty Services

• Initial Complaint

  Date:08/14/2024

  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.

  These are closer pictures of the back side of the radiator where the fan is. The leak is very clearly so close to the fan mount area that it would be nigh impossible to have something impact that area without also damaging the fan significantly. The is no "hole" in the radiator caused by an impact, and this leak if very clearly caused by a broken solder joint or pinch weld as is VERY COMMON for that specific area at the bottom of the radiator. The radiator and the water pump (intra-system failures) are a known and common issue with post-2018 ****** Corollas between 50k and 70k miles. I would also like to point out that the supervisor over my claim with the warranty was very dismissive to both myself and the dealership maintenance personnel.

  

  Business Response

  Date: 08/16/2024

  A claim was initiated for this vehicle on 08/08/2024 citing a failure of the water pump. 
  
  During this initial call the repair facility reported that they had pressure tested the cooling system and checked extensively for leaks.  They were able to find that while under pressure the water pump was leaking from the housing.  The replacement of the water pump was authorized by TWS in the amount of $1079.73
  
  After replacing the water pump the repair facility called TWS back saying they had now found a secondary hole in the radiator.  In order to verify this secondary failure, pictures were requested. 
  
  Review of the submitted photos show the radiator now has a hole in one of the veins and there is subsequent damage to the cooling fins around this hole.  The picture shows liquid shooting out of the hole in a stream that would have been clearly evident during the initial cooling system pressure test. 
  
  This type of puncture / damage is not eligible for coverage on this contract and this claim was correctly denied. 
  
  This contract covers Breakdowns which are defined in this contract as; Breakdown means the failure of any original or like replacement part covered by this Service Contract to perform its intended function(s) in normal service 
  
  TWS has been in contact with the account holder via phone and explained the reason for this denial.  We look forward to assisting the account holder on future claims should the need arise.
  
  
  
  Kind Regards,
  
  
  Total Warranty Services

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22140973
  
  I am rejecting this response because:

  The radiator has clearly not failed due to outside damage. The "damage" is consistent all over the radiator and the leak is clearly from a failed pinch weld. I do have 7 years of maintenance experience. I have seen what actual outside damage to a radiator looks like to include high speed FOD damage strikes and bird strikes. This is not consistent with anything other than the part failing on its own, which is a known issue with newer Corolla models.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/20/2024

  The damage that is shown in the photo that was submitted to TWS is not a failed pinch weld.  There are no welds around this area.  This is a puncture to a vein on the inside of the radiator. See picture attached.
  
  
  This picture clearly shows a puncture to a vein where no welds are present. It also shows a stream of liquid shooting out of the radiator when pressurized.  This should have been very easily identified during the original diagnostic when the repair facility pressure tested the cooling system if this leak was present. 
  
  There are no ***************** Bulletins from the manufacturer regarding this type of radiator failure, and this is not known as a common issue.  The puncture in this radiator is not eligible for coverage on this contract and this portion of the claim will remain denied at this time. 
  
  The water pump replacement will remain authorized on this claim in the amount of $1079.73 before deductible. 
  
  
  Kind regards,
  
  
  Total Warranty Service

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22140973
  
  I am rejecting this response because:

  The picture shown by the business is very different from the pictures I uploaded showing the leak at the edge of the radiator near the pinch welds. It also does not match any of the photos that were provided to me by the dealership. I also visually verified the location of the leak on the radiator with my own eyes and it is, in fact, right at the pinch welds on the edge.

  It also speaks to the volumes of the low quality of service that I as the customer would be blamed for the fact that the dealership technicians did not see a radiator leak on initial troubleshooting efforts.

  While it is appreciated that the warranty service is happy to point out that the water pump is "still" covered (I am at this point assuming covered as opposed to dropping coverage as a form of retaliation for a complaint) it would be more appreciated if the warranty company would fully honor their warranty and be significantly less dismissive of both the customer and the technicians. I do not trust this company at all.

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

• Initial Complaint

  Date:08/08/2024

  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 took my 2014 ****** pathfinder platinum in for a transmission issue. I was told the claim would be filed with TWS. I called that company a couple of year ago and requested a recorded call to confirm that should anything ever happen with this my call was on file to make sure they were able to do what they said was required for approval of any powertrain related claim. I asked the *** on the phone if she could confirm exactly what was needed should I ever in the future need warranty services and she said keep up with your oil changes. Now fast forward to Friday 8/2 I drop my car off because it started acting weird with the pulling, was told it was the transmission. Ok wonderful I provided all of my oil changes, every single one. My claim was denied due to insufficient proof of maintenance.

  

  Business Response

  Date: 08/12/2024

  A claim was initiated for this vehicle on 08/02/2024 citing a failure to the transmission.  This claim has an estimated repair total of $6,727.12.
  
  The Limited Lifetime Powertrain Warranty on this vehicle was provided to ************************* at no cost during the purchase of this vehicle. 
  
  This Warranty clearly states that to remain active all manufacturer maintenance must be completed as outlined in the owners manual and all records of these services must be kept by the account holder and furnished to us 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.
  
  You must keep copies of all maintenance and repair orders. Copies must indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed.
  We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty.
  
  During the evaluation of the maintenance records that were submitted to TWS, it was found that there are a total of 8 services that were missing.
  
  This included 4 ******** and filter services, 2 air filter replacements, 1 spark plug replacement, and 1 coolant service. 
  
  If the account holder can provide further documentation showing these missing services have been performed, TWS would be happy to review these documents.  This claim cannot proceed due to the Warranty maintenance requirements not being met at this time.
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:08/05/2024

  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 purchased a 2021 ********** Jetta 12/2021 from **** Team ********** on Manchester ** at time of purchase I bought a Gap Exstended warranty and a Gap Theft Warranty I was explained that the purpose of the Gap Theft Warranty was that if the car becomes stolen that I would receive a check for $5000 to purchase another car. Around 02/01/2024 my 2021 ********** Jetta was stolen so I filed a complaint with the *** gap theft warranty I sent in all the required documentation that they ask for. I reached out to *** Theft department asking when will I receive my Theft Warranty check some one from customer service department said I had to go back to **** Team ********** and purchase another car that the car had to be new with less then 500 miles on it I as to speak with supervisor she said one would reach out to me in a couple of days . A week later someone call me told me i can go to any dealership and purchase a car but it had to be new with less than 500 miles I explain to the supervisor that that was what I was told at the time of purchase when I bought the Exstended Theft Warranty I explained to her that I was told by the service warranty contract manger at **** Team ********** who sold me the Theft Warranty that I would receive a check for $5000 so that would be able to go and purchase another car he didnt say that the *** gap warranty company would have the right to tell me where and what type of car I can purchase and that I had to purchase a car before I would receive my Theft Warranty benefits. I would like for *** Gap Theft Warranty to release my $5000 Theft Warranty check so that I can go and purchase the car of my choice that was the purpose of me buying the Theft Warranty. I have spoken with some one Alis on Friday 8-2-2024 explained to her that I have tried to purchase a 2021 Infiniti on 7-23-2024 at ************************************* for $27000 that I need the $5000 check for a deposit she said that I had to purchase the car first how can I purchase a car without deposit

  

  Business Response

  Date: 08/09/2024

  ******************,
  Thank you for reaching out to us regarding your ********************************** Product Warranty (Theft contract). We recognize how frustrating and stressful this situation can be. Our goal, through the Theft contract, is to support you in replacing some of the costs incurred due to the theft of your vehicle.
  As we have discussed on multiple phone conversations, the Theft contract is designed to assist you with expenses when you purchase a replacement vehicle.  The replacement vehicle needs to be purchased within 60 days of the date the insurance company makes payment on your stolen vehicle. The contract specifies that the replacement vehicle must be purchased within this timeframe to qualify for the contract benefits (it is not just a contract that offers a $5,000.00 payment).
  On July 23, 2024, a representative from **** Team dealership contacted our office to inquire about the remaining documents needed to complete your theft claim. We provided the necessary information and reiterated the 60-day timeframe for purchasing a new vehicle.
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.     

• Initial Complaint

  Date:07/29/2024

  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.

  We have had to utilize this warranty for 4 issues on our vehicle in the last 12 months. The last service we ended up paying over $4000 out of pocket for damages the warranty company would not cover. We have not once requested a rental vehicle during repairs from the warranty company. During yet another issue we find out the truck is not drivable and is going to be in the shop for 30 days. The warranty company refuses to provide a vehicle during this time even after failing to find the part that is needed more quickly than the dealership is able to get it.

  

  Business Response

  Date: 07/31/2024

  At the time of this response, TWS has authorized a total of $5328.43 for claims related to this vehicle. 
  
  The current claim reports a suspension air spring / strut as the main failure. This claim was reviewed and authorized with the repair facility on 07/29/2024. 
  
  The repair facility has informed us that the part is on back order and asked us if we could possibly find a part for this vehicle. 
  
  This part did not meet the standard criteria for TWS to source a part. As a customer service gesture, we attempted to locate a replacement but were unsuccessful.  This is not a contract requirement and parts sourcing is typically the repair facilities responsibility.
  
  This contract specifically states that rental car coverage is not provided for parts or shop delays.  See below for actual contract language.
  
  Contract States: B. RENTAL REIMBURSEMENT COVERAGE:RENTAL CAR REIMBURSEMENT IS NOT PROVIDED FOR PARTS DELAY, SHOP SCHEDULING OR FOR WORK NOT COVERED
  BY THIS SERVICE CONTRACT.
  
  One day of rental has been authorized on this claim to cover the time it will take to complete this repair. 
  
  A claim was previously initiated for this vehicle on 03/20/2024.
  
  The repair facility noted broken bolts being found on the exhaust intermediate pipe and the muffler.  The repair facility requested to replace the entire exhaust system.  Exhaust-related failures are specifically listed as non-covered items in this contract; therefore this portion of that claim could not be authorized.  See below for actual contract language. 
  
  Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER
  
  B, EXHAUST SYSTEM, CATALYTIC CONVERTER,
  
  TWS has been in contact with ****************** as recently as yesterday 07/29/2024 via email to review these findings. 
  
  If he has any further questions regarding this claim or previous claims, he may respond to the email that he received from our supervisor or contact us on our main line at **************.  Our hours of operation are Monday Thursday 8am to 7pm EST or Friday 8am to 6pm EST.
  
  We look forward to assisting ****************** on future claims should the need arise and thank him for being a valued customer. 
  
  
  Kind Regards,
  
  
  Total Warranty Services

• Initial Complaint

  Date:07/22/2024

  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.

  The reason it was a late filing for the claim, when my CVT transmission went out on 10/12/2023 I took it back to ****** ****** to get it repaired. I was told the transmission was not covered, so I had to pay for it out of pocket $5711.66. Naples ****** had the responsibility to contact TWS, but failed to do so, I had informed them my copy of the warranty was in storage, and I was unable to get to it. When I was able to get into my storage and read through the warranty I saw the transmission was covered so I called Naples ******, they said for me to get the paperwork sent to them. Then I had to fight with them to turn it over to Total Warranty Service.

  Under "Maintenance Requirements" they miss quoted the warranty it says "scheduled maintenance as Recommended" not " Required".

  As I have stated to TWS and BBB, I submitted a copy of my "Scheduled Maintenance Sheet" which contained the Date of Service, the Mileage at the time of Service, and the service performed. I informed them I am the owner and this is the only car I own. They keep referring back to the receipts I gave them from place I bought the oil, ac filter, coolant, ect. . I was not required to given them to TWS, as I told them on 6/18/24, 6/19/24, and 6/20/24. So it does not matter what the name of the shop is, or phone number, or anything else about this shop. 

  I feel that I was lied to by Naples ****** and Total Warranty Service. You can review all the attached information.

  ce supplies, such as oil, oil filter, air filter, spark plugs, and coolant, along with the brands I used. This was not required by the Warranty. June 18, they denied because the place I purchased my supplies from is not is a registered business with the state of *******. I responded by reminding them that I did not have to include the invoices for my supplies. On June 19 they denied saying the Warranty doesnt state the customers are allowed to perform the maintenance on their own vehicle. I responded, the Warranty does not preclude the owner of the vehicle from doing their own maintenance on the vehicle. The maintenance sheet I have given to them shows all the information that Warranty ask for. They responded on June 20 the Warranty contract does not state the customer can or cannot perform their own maintenance, but still they denied. I believe that Total Warranty Service is a Scam. I believe that since I have not had a Warranty I am due a refund of the purchase price.

  

  Business Response

  Date: 07/23/2024

  A claim was initiated for this vehicle on 05/17/2024 citing a failure of the transmission.  This repair had already been completed on 10/13/2023 by the repair facility. They were now filing this claim as a reimbursement request.
  
  This Limited Lifetime Powertrain Warranty was given to *************** at no cost during the purchase of this vehicle.  It clearly states under TERMS AND CONDITIONS, in the very first section, that the account holder must maintain the vehicle as outlined in the owners manual.They must also maintain copies of these service records.  These terms must be followed for this Warranty to remain active. See below for actual Warranty language:
  
  Warranty States: 
  
  MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain Warranty valid, you must follow the maintenance procedures listed below.
  
  Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
  You must keep copies of all maintenance and repair orders. Copies must indicate. customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed.
  We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty
  
  During review of the records that were submitted by the account holder, it was found that the invoices did not contain the required information as outlined in this Warranty. These records also had a completely different name and signature on them that did not match the name of the account holder on this Warranty. 
  
  The business name on the invoices that were submitted is not a registered business in the state of Florida.  The address on the invoices came back to a residential home.
  
  **************** attempted to modify these documents several times and re-submit them, but they have still been found to be insufficient and invalid. 
  
  This Warranty does also clearly state that all repairs must be authorized prior to repairs being completed.  See below.
  
  Warranty States:
  
  If you experience a breakdown you agree to:
  
  Allow the Administrator to examine your vehicle if asked to do so.
  
  All repairs must be authorized by the Administrator prior to beginning any repairs covered by this **************** Powertrain Warranty
  
  Call the following business day to receive claim filing instructions should a breakdown occur on a weekend or holiday
  
  This vehicle was completed October 13th, 2023, and TWS was not notified about this failure until 05/17/2024. 
  
  For the above-listed reasons this claim will remain denied. 
  
  
  Kind regards,
  
  
  Total Warranty Services

  

  Business Response

  Date: 08/20/2024

  As the administrator of this Warranty, TWS is responsible for adhering to the terms and conditions on the Warranty when evaluating all claims.
  
  As noted in our previous response, this contract clearly states that all repairs are to be authorized by the Administrator (TWS)prior to repairs being completed.  If this breakdown occurs on a weekend or holiday, TWS is to be notified the next business day.  Attached is a screenshot of the actual warranty where this is discussed.
  
  This repair was completed 10/13/2023 and TWS was not notified until 05/17/2024 (217 days later)
  
  As noted in our previous response, this Warranty also clearly outlines the maintenance requirements to keep this Warranty valid.  The warranty does state that ALL scheduled maintenance must be completed for the warranty to remain active.  See the attached for a screenshot of the actual Warranty.
  
  During the review process, the submitted maintenance documents have been found to be insufficient and invalid. At this time, the maintenance requirements for this contract have still not been met. 
  
  This claim was correctly denied as per the Warranty language and will remain denied at this time.
  
  
  Kind regards,
  
  
  Total Warranty Services.
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22016750
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/22/2024

  As the administrator of this Warranty, TWS is responsible for adhering to the terms and conditions on the Warranty when evaluating all claims.
  
  As noted in our previous response, this contract clearly states that all repairs are to be authorized by the Administrator (TWS)prior to repairs being completed.  If this breakdown occurs on a weekend or holiday, TWS is to be notified the next business day. Below is a screenshot of the actual warranty where this is discussed.
  

  This repair was completed 10/13/2023 and TWS was not notified until 05/17/2024 (217 days later)
  

  As noted in our previous response, this Warranty also clearly outlines the maintenance requirements to keep this Warranty valid.  The warranty does state that ALL scheduled maintenance must be completed for the warranty to remain active.  See below for a screenshot of the actual Warranty.
  
  
  
  During the review process, the submitted maintenance documents have been found to be insufficient and invalid. At this time, the maintenance requirements for this contract have still not been met. 
  
  This claim was correctly denied as per the Warranty language and will remain denied at this time.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22016750
  
  I am rejecting this response because: they have not followed the letter of the warranty. I feel that Total Warranty Services is a scam. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against TWS ************* and Paulding Chrysler Dodge Jeep Ram located in ******, **. I believe I have been misled and unfairly treated regarding the *** insurance policy I purchased when financing a used 2018 *** from Paulding Chrysler Dodge Jeep Ram in April 2023.On April 2023, I financed a 2018 *** for $48,000 from Paulding Chrysler Dodge Jeep Ram. The Finance Manager strongly recommended that I purchase *** insurance through TWS *************, explaining that in the event of a total loss, the *** insurance would cover the remaining balance of my car loan after my primary insurance paid out the actual value of the vehicle. During the paperwork signing process, I was not provided with a booklet or any detailed information to review the fine print of the *** insurance policy. I was simply presented with the loan documents showing the dollar amount spent on the vehicle purchase, which I signed based on the Finance Manager's assurances. In June 2023, I was involved in an accident on I-75 where another motorist hit me, resulting in my vehicle being totaled. My primary insurance company paid the actual cash value of the car to Ally, the loan company. I was under the impression, based on the information provided at the time of purchase, that the *** insurance would cover the remaining balance of the car loan.TWS informed me that their policy only covers a percentage of the vehicle's value and not the remaining balance of the loan. As a result, I now have an outstanding balance of $10,083 with ****, despite owning the car for only two months.I was misled by the Finance Manager at Paulding Chrysler Dodge Jeep Ram and TWS regarding the coverage details of the *** insurance policy. This situation has caused significant financial strain and stress, as I am left with a substantial debt for a vehicle I no longer possess.I need help in getting this resolved.Sincerely,

  

  Business Response

  Date: 06/07/2024

  Explanation of Processing:
  Net Payoff at time of Loss $48,892.49
  Less Primary Carrier Settlement $(-) 30,619.57
  Less Primary Carrier Deductible $(-) 1,000.00
  Less Service Contract Refund (Dealer Refund) $(-) 3,331.33
  Less Maintenance Contract Refund (Dealer Refund) $(-) 838.64
  Excess Financed - Excess of 120% ****/**** Limit $(-) 6,226.03
  *** Benefit Calculation $6,876.92
  
  
  
  The *** Benefit amount for your *** claim was calculated in accordance with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. The reason for your balance is primarily due to the amount financed in excess of 120% of the **** of your vehicle due to the negative equity carried over from your trade-in.?  
  
  As it relates to the deduction labeled, Less Amount in Excess of 120% ****/**** limit, the *** Contract Addendum states, In the event of a Total Loss to the Covered Vehicle, We agree to Waive the Payable Loss, subject to the terms and conditions herein. The Payable Loss will not exceed $50,000. The amount Waived will not include any amount financed in excess of 120% of the **** for new vehicles or 120% of the **** average retail value for used vehicles on the Date of Contract. 
  
  In your case, the **** of your vehicle on the date of contract was $31,825.00. To calculate the amount in excess of the 120% ****,this number is multiplied by 120%.? This results in a maximum allowable amount financed of $38,190.00.? The amount financed based on your retail installment contract was $48,584.00.  This resulted in a difference of $10394.00.Based on the terms of the contract, we further amortize this amount to take into consideration payments made to date and refunds,totalling $4,169.97. After doing so, we are left with a difference of $6,226.03 which is not eligible for coverage under the terms of the contract. Please note that we did cover a portion of the excess amount financed.?  
  
  In researching the reason for the increased amount financed, we found that you traded in a 2020 Jeep Cherokee of which $5,734.43 was added to your current retail installment contract which resulted in the amount financed exceeding the 120% limitation. ?  
  
  In addition, as part of the calculation of the *** amount, we deducted the service contract refund of $3,331.33 and the maintenance refund of $838.64. This amount was credited to your loan by the dealership. 
  
  Finally,the remaining balance also includes your primary insurance companys deductible of $1,000.00, which is the customers responsibility. A check in the amount of $6,876.92 was processed and mailed to Ally Financial.
  
  
  At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** benefit was determined.?We will be happy to answer any additional questions regarding your file.? Please feel free to contact our call center for further assistance at **************. 
  

• Initial Complaint

  Date:05/21/2024

  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.

  hello, I had tried getting the police report but your company REFUSES to help. The county even said you can email them so they can email it directly to the *** INSURANCE and will not email it to me. I am tired of dealing with laziness. I want my car paid off.

  

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to Total Warranty Services regarding your *** claim. We understand your frustration and appreciate the opportunity to clarify the situation. Initially, we would like to state that *** is not an insurance company. As such, we do not have the authority to request police reports on behalf of our customers. The Police report was just received 5/24/24, the *** claim has been sent for processing we will notify once completed.
  
   We are committed to assisting our customers as much as possible. On May 7th, we contacted your insurance company to request a copy of the police report and to verify if they had one on file. Unfortunately,on May 8th, they informed us that they did not have a copy of the report. When a *** claim is opened, we do mention it is the customer's responsibility to provide us with the necessary documents, including the police report. This document is essential for us to process your claim effectively. 
  
  We understand that the county has indicated that we can request this under the assumption that we are an insurance company, but we are not one, however, the best way to get a copy of your report will be for you to reach out to the police department that came out to the scene and they will either send you a copy of your report or direct you on how to obtain it. 
  
  We apologize for any trouble this may have caused and appreciate your cooperation in resolving this matter. 
  
  Please feel free to reach out if you have any further questions or need additional assistance.