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:01/25/2024

  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.

  Took car to shop to get a rear main seal fixed was told warranty would cover in which it didn't

  

  Business Response

  Date: 01/26/2024

  A claim was initiated for this vehicle on 01/15/2024.  The repair facility reported that this failure was caused by freezing weather conditions which led to a pressure valve failure.  There is a technical service bulletin from the manufacturer outlining this weather-related failure specifically.
  The Lifetime Powertrain Warranty on ************** vehicle was given to him free of charge during the purchase of this vehicle. This contract states that environmental conditions such as freezing are not eligible for coverage.  This is outlined in section: NOT COVERED UNDER WARRANTY; water contamination, lightning, and other environmental conditions.
  Due to this failure being directly related to environmental / weather conditions, it was not eligible for coverage on this Lifetime Powertrain Contract.
  This claim was denied on 01/15/2024 and the repair facility was notified.  On 01/16/2024 we discussed this with ************** and informed him of the reasons for denial.  On 01/17/2024 we spoke to ************** again and gave a detailed explanation of the reason for denial.
  On 01/18/2024 a new repair facility called in to verify coverage on this failure and was advised of the denial. This new repair facility had not completed a diagnostic yet and said they would call back with their findings. 
  On 01/19/2024 this new repair facility called back and confirmed that the frozen valve was the cause of this failure, and the claim remained denied. 
  If ************** has any further questions about this claim, we would be happy to discuss this further with him.  We look forward to assisting ************** on future eligible claims if the need arises.
  
  Kind Regards,
  
  Total Warranty Services. 

• Initial Complaint

  Date:01/03/2024

  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.

  Had warranty on my vehicle. Had all services done at dealership and records/receipts of work at dealership, yet my claim for transmission was denied.

  Customer Answer

  Date: 01/05/2024

  I wish to remove my complaint, the company has reached out to me, and issue has been resolved.

• Initial Complaint

  Date:12/31/2023

  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.

  On 10/28/2023 I dropped my car off to the Dodge car dealership because it had started over heating . Dodge call me back on that Monday 10/30/2022 stating that it was the water pump and that it is covered through the extended warranty that was purchased with the the vehicle at the time of purchase through TWS. Well here it is 12/29/2023 and my car is still at the dealership because TWS is refusing to pay for the water pump. Saying they need all service records of the car being service well I call one dealership that service the vehicle they sent the records right to me over and I sent them to TWS they then stated they needed more than those so I reach out to the other dealership that I used for service they sent records TWS stated they records didnt have dates after 2 trips to that dealership because they stop answering their phone they are still telling I have not submitted enough paperwork. I paid $3500 for this warranty on August 2, 2019 only to be treated like an a****** when I need my car to get around. I have lost countless hours over this situation and I am being told if I pay for the water pump out of pocket they will not reimburse me this is the most bogus bull c*** I have ever heard. I am still trying to figure why are they still in business.

  Customer Answer

  Date: 01/03/2024

  On January 2, **** a claims supervisor from TWS reached out to me pertaining my complaint. Stated that he wanted to help resolve the issue with my vehicle and stated that after the call he would reach out to the dealership so that my car could be repaired. On today January 3, **** the Dodge dealership reach out to me stating that my car has been repaired and is ready for pick up. TWS has resolved my issue.

• Initial Complaint

  Date:12/19/2023

  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 2018 Jeep Grand Cherokee in July of 2021 and purchased ************* through Total Warranty. My Jeep was totaled in an accident that was not our fault. Our insurance paid out and now Gap is refusing to pay the balance stating the Jeep was appraised wrong by the insurance. The whole reason for purchasing this type of insurance is to ensure your difference is paid in case an accident does happen. Whats the purpose of buying gap insurance with Total Warranty if they refuse to pay. Due to Total Warranty refusing to pay our credit score has dropped which has a negative impact on our livelihood.

  

  Business Response

  Date: 12/22/2023

  ********************,
  
  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.
  
  The *** claim was processed on 11/20/23.  To obtain the highest payment possible, we asked the dealership to cancel the *** addendum rather than making a lower payment, after the claim was processed (see details below).
  
  Net Payoff at time of Loss $15,983.34
  Less Primary Carrier Settlement $(-) 15,176.22
  Less Primary Carrier Deductible $(-) 500.00
  If *** had made a Payment $307.12
  Pro-Rata *** Cancelation Refund $508.76
  
  Canceling the *** addendum in lieu of paying a *** claim ensures the largest payment available is made to the lienholder. An email was sent to **** of ************ the same day the *** claim was processed and requested they mail a check to Truist in the amount of $508.76 for the *** refund. 
  
  Per the Dealership, Truist did not deposit the first check sent, so on 12/18/23 a stop payment was made and a second check was reissued.  The new check (#******) was delivered on 12/19/23 (tracking #1Z501R5X1325843352).
  
  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: 12/27/2023

   
  Complaint: 21028902
  
  I am rejecting this response because: this is someone's claim, the name is wrong, the dates are wrong and the dealership is wrong.
  ************************************************

  

  Business Response

  Date: 12/27/2023

  Good afternoon, the response to this complaint was posted in error accidently. can we delete it so we may post the correct response?

   

  Thank you.

  

  Business Response

  Date: 12/27/2023

  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.
  
  The contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle ******* As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ****.  In doing so, per the *** addendum, the greater value is used.  Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:  The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle.
  
  When *** originally processed your claim, it was in your best interest to cancel the *** contract in lieu payment and the dealership issued a refund of $685.28 to your lender. However, based on further review of your claim, the **** was updated and an additional payment of $1,820.54 was issued to the lender to help with the remaining balance of your loan.
  
  Your primary insurance carrier valued your vehicle at $25,485.54.  The settlement amount was $24,985.54 after $500.00 deductible. **** valued your vehicle originally at $32,125.00. Once the **** value was recalculated, *** used the revised **** value of $29,625.00.
  
  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. 
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 33,522.13
  Less **** at time of Loss $(-)29,625.00
  ************ Contract Refund (Dealer Refund) $(-)1,391.31
  Less Gap Contract Refund (Dealer Refund) $685.28
  *** Payment $1,820.54
  
  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: 01/04/2024

  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.
  
  The contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle ******* As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ****.  In doing so, per the *** addendum, the greater value is used.  Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:  The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle.
  
  When *** originally processed your claim, it was in your best interest to cancel the *** contract in lieu payment and the dealership issued a refund of $685.28 to your lender. However, based on further review of your claim, the **** was updated and an additional payment of $1,820.54 was issued to the lender to help with the remaining balance of your loan.
  
  Your primary insurance carrier valued your vehicle at $25,485.54.  The settlement amount was $24,985.54 after $500.00 deductible. **** valued your vehicle originally at $32,125.00. Once the **** value was recalculated, *** used the revised **** value of $29,625.00.
  
  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. 
  
  Explanation of Payment:
  Net Payoff at time of Loss $ 33,522.13
  Less **** at time of Loss $(-)29,625.00
  Less Service Contract Refund (Dealer Refund) $(-)1,391.31
  Less Gap Contract Refund (Dealer Refund) $685.28
  *** Payment $1,820.54
  
  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:12/06/2023

  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.

  Took my 2016 ***** Tahoe to get fixed November 24, 2023 because it was jerking when I drove it and would lag when I would try to accelerate. Inspector went out to look at it November 28th, said that it was mechanical work and the suspension and then forced us to speak to a financing manager at **** to get our warrantee changed to a commercial warrantee because I am promoting my company on my car (with a sticker on the rear window) and they assume I am using my car for my company. So they want me to have commercial warrantee for this vehicle despite me not using it for company purposes. This is complete nonsense. I own a landscaping company, how am I going to use a family car for a landscaping company? Doesnt make sense. I am 3 months postpartum having to carry around my two babies in an ACTUAL work truck because Total Warranty Services is elongating the process of get my car fixed. Its about to be two weeks with my car in the shop. Again, I am three months postpartum, I need my car for my appointments and my childrens appointments. I have so many postpartum medical issues I need resolved that I am putting off all because Total Warranty Services made up an excuse to elongate our process. I just hope they actually cover the repair cost after I pay to get that warrantee transferred over to commercial warrantee. And I hope that they dont try to find a way to not pay it because Ive read many reviews about them doing that.

  

  Business Response

  Date: 12/11/2023

  A claim was called in on this vehicle on 11/28/2023 for an internal engine failure. This was 62 days and ***** miles after ********************* purchased the vehicle. During this initial phone call, an inspection was set up on this vehicle so the failure could be properly verified.
  During the inspection process the inspector noted this vehicle had commercial signage and signs of commercial use.  When the inspection report was reviewed it did show this commercial signage was present and the entire rear window was a business sign with contact information. The claim was denied for commercial usage per the contractual language.  See Below.
  Contract States:  Section: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER LINE: 22. IF YOUR VEHICLE IS USED FOR COMMERCIAL PURPOSES.
  TWS does offer specific contracts for commercial vehicles. The repair facility was made aware that if this contract was amended to include commercial vehicles, this failure may have eligibility.
  During a phone call with ********************* on 12/07/2023 she informed us that this vehicle was not being used for commercial purposes for her business.  She advised us it was registered to her personally and the signage was only an advertisement for her business.  The repair order also shows this vehicle in her name. 
  After a second review and document verification, this claim was authorized without any change to the contract.  Both ********************* and the repair facility performing the repairs have already been notified of this authorization.
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  Date:11/02/2023

  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 submitted a claim to have transmission repaired and it was approved they denied to pay for the transmission that would have my truck back in service in two days I agreed to a transmission with 31k miles that was told would arrive on Wednesday 11/1/2023 I called 11/2/2023 to get update and they ordered one with hire ***** that puts me out of work another week.. with this being said I am losing two weeks worth of income due to not being able to afford to rent a truck any longer and then not really paying more then 35 as I need a truck for work when my truck was supposed to be completed 11/3/2023 and now it is pushed back to the 11/10/2023 at a minimum. I would like this resolved immediately to get my truck back in service as I am stranded in ********** without a way to work or get home to my family in ******* the transmission from the dealer if they would have approved would of had me back working 10/31/2023 and they refused and have cause me serious financial and emotional distress

  

  Business Response

  Date: 11/07/2023

  This claim was started on 10/23/2023 for a reported transmission failure.  The claims process was completed on 10/27/2023 and this claim was placed in authorized status. 
  We spoke to **************** on 10/27/2023 and advised him that TWS had a transmission available that could be supplied to complete this repair.
  We advised *************** that we could supply this transmission, or we could contribute the cost of our transmission plus $500 towards the repair facilities part where he would be responsible for the difference.  **************** advised us he would reach out to the repair facility to attempt to have them lower the price on their part so it could be used.
  **************** called TWS back and agreed that he would use our supplied transmission because the repair facility was not able to adjust their price.  The claim was then authorized, and the transmission order was placed.
  On Monday 10/30/2023 we were notified that the transmission that was ordered had been sold and a different unit was immediately sourced and sent in its place. This unit had an estimated time of arrival of 5 to 7 business days.  The transmission arrived at the repair facility on 11/6/2023.
  We understand **************** frustration and have been in contact with him to discuss our process and his concerns. We have also reviewed with him the rental car and emergency travel expense reimbursement coverage as outlined in his contract.  We will be following up with the repair facility and with **************** until this repair has been completed by the repair facility.  We appreciate *************** understanding during this process.
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  Date:10/09/2023

  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 2016 ****** Rogue was totaled in a car accident and my insurance paid off most of it. After insurance paid off most of the balance and contacted GAP through Total Warranty Services, my GAP company canceled my policy and refunded the dealership who then sent the refund to my lending company Global Lending Services. No authorization was given to cancel the **** I want the m to do what they are supposed to do and pay the gap, difference, of what's left on my auto loan and what my insurance paid off. It is less than 3000$, but the whole point of GAP insurance is to cover the gap after insurance pays off a vehicle.

  

  Business Response

  Date: 10/12/2023

  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.
  
  The *** contract was cancelled, due to a claim being processed.  That claim resulted to be what we call a NO ***, meaning after processing the benefit request per the terms and conditions of the addendum, the payable loss has resulted in a zero or negative amount. A request was then sent to the dealership to cancel the *** contract and refund the lender to help with the balance of the loan.
  
  The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle ******* As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ****.  In doing so,per the *** addendum, the greater value is used.  Please refer to Waivable Loss under the Definitions section on 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 $14,915.62.  The settlement amount was $14,915.62 plus the $500.00 deductible, and $158.00 condition adjustment (customer responsibility).**** valued your vehicle at $17,175.00.  **** was the greater amount therefore, the *** calculation used ****s value of $17,175.00.
  
  As it relates to how the insurance company valued your vehicle, we unfortunately, are not able 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. 
  
  In addition, as part of the calculation of the *** amount, we deducted the service contract refund of $1,551.28. This amount was credited to your loan by the dealership.
  
  Please see explanation of processing below.
  
  Explanation of Processing:
  Net Payoff at time of Loss $18,488.62
  Less **** at time of Loss $(-) 17,175.00
  ************ Contract Refund (Dealer Refund) $(-) 1,551.28
  *** Benefit Calculation ($-237.66)
  *** Contract Refund (Dealer Refund) $ 309.20
  
  We hope this information gives you a better understanding as to how your *** claim 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:09/29/2023

  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.

  Purchase Price Refund Platinum extended warranty is a scam. The extended warranty offered by ********************* is a scam and worthless. I bought a 2017 VW Passat from them in October 2017. The salesperson, *********************************, knew I did not want the warranty. However, the finance manager, *******************, convinced me to buy it. He said that the 2017 model had many new features that could malfunction. He also said that if I did not use the warranty, I would get a full refund of $2499. He gave me a one-page contract that stated the purchase price refund policy.I was happy with the car and never needed the warranty. I serviced it regularly at the dealership. In August 2023, I contacted First Mile Total Warranty Services to request my refund. They refused to give it to me. They said that the warranty had expired and that I had missed the 60-day window to file a claim. I told them that ***** had not given me the full contract terms or mentioned any time limit. They did not care and told me to talk to the dealership.I called ***** and he promised to look into it. He never called me back. Then his manager, *****, called me and said he would talk to First Mile. He also never followed up with me. Every time I call them, they are either busy or unavailable. I had also purchased a VW Jetta in 2016 from this dealership and this behavior is disappointing and very unprofessional. ***** tricked me into buying a useless warranty and did not honor their promise. I regret doing business with ********************* and I would not recommend them to anyone. The dealership works in conjunction with First Mile so that they do not provide the complete information at the time of the sale so that they don't have to honor their commitments.

  

  Business Response

  Date: 10/10/2023

  ************** purchased a Platinum contract when he purchased his vehicle back on 10/31/2017.  This contract had 5 years and ******* miles of coverage on his vehicle for mechanical breakdowns.  Our coverage was available for ************* for this entire period.
  My Kumars coverage expired 10/31/2022.  ************** never contacted us while this coverage was in place to initiate a refund.
  The contract states: If this Service Contract is canceled within sixty (60)days of the Service Contract Purchase date and a claim has not been incurred, a 100% refund of the Service Contract Purchase Price will be made.
  After sixty (60) days or if You have incurred a claim, a pro-rata refund of the unused months or unused miles will be made.
  ************** called TWS on 08/21/2023 to discuss getting a refund for his contract 294 days after his coverage expired.  This coverage was in place for the entire contract period and available for his use if needed.
  Although TWS has fulfilled our contractual obligation to **************, due to the miscommunication during the purchase of his contract, we have decided to provide a full purchase price refund.  We have spoken to ************** to inform him of this, and he is completely satisifed with our service at this time. 
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 10/13/2023

  I spoke to ***** at Total Warranty services and was advised that a refund would be issued. Still waiting for it before I can say the issue has been resolved. Please do not close the case until I receive a refund. 
  Thanks

  Rohit 

  Customer Answer

  Date: 10/17/2023

  Spoke to ***** at the warranty company and he understood what the issue was and was very helpful in having the issue resolved. He made arrangements for getting a refund issued to me and I received the check for $2449 yesterday. I appreciate ***** help and he. Did a tremendous job in getting resolved quickly. 

  Customer Answer

  Date: 10/17/2023

   
  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:09/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They failed to uphold there agreement in regards to providing the lifetime warranty on certain repairs.

  

  Business Response

  Date: 10/02/2023

  ********************** received a lifetime limited powertrain warranty at no cost with the purchase of his vehicle. The warranty requires that all scheduled maintenance be performed,and proof of service be provided in the event of a claim.  According to ******* Manufacturer guidelines, ************************ vehicle has missed a total of 5 required services.
  The limited warranty states failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this lifetime limited powertrain warranty.
  As an administrator, we are obligated to enforce the terms of the warranty, a warranty that was provided at no cost by the dealer.  Unfortunately, without proof of these required services, we will not be able to assist with this claim.
  
  Kind Regards,
  Total Warranty Services

• Initial Complaint

  Date:07/19/2023

  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.

  Total warranty services are extremely unethical and are looking high and low to not have to cover my engine. The dealership has done everything they have requested them to do and two inspectors have confirmed that it is indeed the engine. Even though this was communicated yo then over a month and half ago. The dealership suggested that they not to an engine tear down because it was obvious it was the engine. Then they said they wouldnt move forward until it was so I agreed to have it torn down the inspector came and confirmed it is the engine. The dealership cannot replace my engine until they approve it and total warranty has been dragging this out and Im the only one who has been without a car for a month and a half. They also told the dealership they think I overheated my car on purpose! Are they for real?! Why would I do that?! So I can be without a car for this long and take expensive lyft rides?! Then when I call they place blame on the dealership saying they are waiting on more information from them. But the information they need is always changing once they get the information that has been requested. I need total warranty services to approve the claim and send the engine so I can get my car back. I cant even believe they have an A+ from you guys so Im not even sure how helpful this complaint will be for me but they have been unhelpful.

  

  Business Response

  Date: 07/20/2023

  We apologize for the frustration ************ is feeling. For the past several weeks, we have been working with **************** to obtain diagnostic information to determine the cause of the failure and the extent of damage. As ************ mentioned, we have inspected the vehicle twice after we were informed the technician would be able to provide this information. On each visit, there was not enough diagnosis performed to accurately determine the extent of damage and the required repair. Engine coolant was confirmed to be mixed with oil, however this can often be resolved with replacement of the cylinder head gasket rather than full engine replacement. We simply requested ****************** and disassembly be performed to show what repair is required.
  
  To expedite resolution, we will be moving forward with authorization of engine replacement. A claims adjuster is reaching out to **************** now to finalize the claim.
  
  
  Kind regards,
  
  Total Warranty Services