Complaints

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

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  Total Warranty Services

  PO Box 810187 Boca Raton, FL 33481-0187

  
• 

  Total Warranty Services

  800 W Yamato Rd Boca Raton, FL 33431-4430

  

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

• Initial Complaint

  Date:03/13/2024

  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.

  My complaint towards Total Warranty Services is I have a lifetime warranty and completed all necessary maintenance services as my contract. Now that I have a transmission issue this company is giving me the runaround. On top of things ************** in ******** lost a years worth of documentation regarding my services as well. However, my Carfax report shows that the maintenance matched the miles they said are missing. This company needs to be investigated as soon as possible. They are scamming folks.

  

  Business Response

  Date: 03/15/2024

  A claim was initiated on this vehicle on 03/07/2024 for a reported failure of the transmission.
  
  This **************** Powertrain Warranty was provided to ******************** at no cost during the purchase of this vehicle.
  
  This contract clearly states under the terms and conditions section, that to remain valid, all manufacturer recommended maintenance services must be performed on time.  The account holder must keep copies of these service records so they can be furnished upon request for review.  This is in the same size print as the rest of the contract in the first section.  See below for actual contract verbiage:
  
  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.
  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 maintenance records that were submitted by ********************, it was found that 11 total services were missing.  This included 8 oil changes, 1 Air filter replacement, 1 **************** and 1 Spark plug replacement.
  
  During this review process Total Warranty Services attempted to assist ******************** in obtaining additional records. TWS contacted the service centers where she stated maintenance was performed, but the repair facilities were not able to verify any additional services had been completed.
  
  ******************** has been notified that this claim will not be able to proceed until further maintenance documents can be provided for review.  This claim has not been denied and is pending receipt of additional maintenance records. 
  
  
  Kind regards
  
  
  Total Warranty Services

• Initial Complaint

  Date:01/26/2024

  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 "Platinum" Warranty in May 2017 when I bought my new Prius from *******************. My car only has ****** miles on it and is routinely serviced there and all my records are in order. Starting December 2022, I noticed a squeaking noise and had my car inspected but it wasn't possible to locate the source. Over time, it became more frequent and louder, so I returned in April 2023, then in June, and still no luck finding the source of the noise. So, January ****, during my scheduled service, I asked the service technician to search for the squeak source again. He rode in my car with me for about 20 minutes and no squeak happened until we drove back to the dealership and then it presented loud and clear! It was coming from the steering mechanism.So, ****** filed a claim for my Warranty coverage but TWS would only cover a portion of the steering components that needed replacement! There was an intermediate shaft and universal joint that was replaced and was covered, but TWS refused to cover the remaining electric power steering column sub-assembly, damper and steering motor....all part of the same steering assemblies. They kept demanding a recording of the squeak, proof of details, and on and on and ignored all of the professional input by the highly qualified technician, as well as the Service Manager who told them that this was needed to complete the repair. I personally called and spoke with a TWS Supervisor and was given a further runaround. Neither the ****************** nor I can understand why TWS will not cover the remaining parts for my steering. Judging from the 6 pages of other complaints consumers have with this company, maybe a "Class Action Suit" is in order! I thank BBB for allowing me to file this complaint and I will also be alerting "Consumer Reports" as to this Company's practices!

  

  Business Response

  Date: 02/06/2024

  A previous claim was started on 01/18/2024 for a reported customer complaint of a chirping noise while turning.  The repair facility requested to replace the steering intermediate shaft and reported that one of the universal joints had failed causing this noise to occur. 
  TWS reviewed and authorized this claim on the same day in the amount of $572.19
  Two days later the repair facility contacted us and advised us that the initial repair did not fix the vehicle and the noise was now worse than it was before.  The repair facility requested to replace the entire steering column and the power assist motor in addition to the first failed repair attempt.  This new claim had a total cost of $2963.07
  The vehicle was set up to be inspected since this was the second repair attempt for the same reported failure. During inspection there was no demonstration of any failure or noise.  The vehicle worked as designed and the additional repairs could not be verified. 
  TWS reached out to the repair facility directly, and we have reviewed what can be done to verify this new failure.  We were told at this time there was no way to show this failure. 
  TWS has also contacted ****************** to review our process and why it was important for this failure to be verified prior to this claim being authorized.  After our discussion, ****************** understood that since this was a second repair attempt for the same issue this failure would need to be verified to ensure the vehicle is properly repaired and this issue does not happen again. 
  ****************** was satisfied with our services after our conversation and has agreed to remove this complaint.  We will be working directly with ****************** and the repair facility to get her vehicle repaired properly so this failure can be resolved.  We thank ****************** for being a loyal TWS customer and look forward to working with her on future claims if the need arises.
  
  Kind regards,
  
  Total Warranty Services

• 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:10/11/2023

  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 9/27/23 I took my 2019 **** F350 into **** dealer service because the fuel pump was making excessive humming/buzzing noise at random times. The Technician was able to verify the concern. He connected the diagnostic tool to the vehicle and scanned if it had DTCs. No codes where present at this time. He lifged the vehicle while it was running and using a stethoscope was able to pin point the noise that was coming from the low pressure fuel pump in the fuel tank. This was send off to TWS on 9/28/23 and came back recject. I took the vehicle at that point later that day I had a "Low Fuel Pressure" Message come on my IPC while the fuel pump was again making noise. Took back to the dealer and allowed them to diag again. Per the tech notes he reconnected the diagnostic tool and scanned for codes. Code P008A was present in the *** for low fuel pressure. While the concern was acting up he was able to watch PIDs and found the low pressure fuel system was indeed low at 40psi which is below spec. Was resubmitted to TWS and later an inspector was sent out. After the inspector preformed their inspection the claim was again denied as the concern was not present at that very time. I have looked ovet the contract I recieved and it does cover the "Fuel Pump." The fact that the **** certified technician is able to preform diagnosis and recomend a repair but it be declined when a 3rd party inspector comes and claims something else. I have videos and pictures from the technician over the codes that the vehicle had set, While I cannot upload the video the pictures from the diagnoistic comptuer will be attached.I want my truck fixed. Yalls contract covers the fuel pump. It was making noise randomly and now its gotten worse not pumping enought fuel pressure which could damage the high pressure system down the line.

  Customer Answer

  Date: 10/12/2023

  As of this morning 10-12-23. TWS contacted my Service Advisor at my **** Dealer and approved the repairs.

  no additional response required. This complaint can be closed out.

  

  Business Response

  Date: 10/13/2023

  This claim was originally called in to TWS on 09/28/2023.  The repair facility was not able to verify a mechanical failure to the fuel pump and there were no trouble codes stored. There was not enough information provided to accurately build a claim.
  The next day (09/29/2023) the repair facility called back with a diagnostic code. They informed us they were able to duplicate this failure after driving the vehicle for 100 miles.  An independent inspector was assigned at that time to inspect the vehicle and verify the failure.  This was a Friday Evening.
  On 10/4/2023 the inspection on this vehicle was completed.  During this inspection there were no stored fault codes and the vehicle operated as designed without any abnormal noises.  A TWS adjuster called the repair facility to review these results, and to discuss if they could find a way to demonstrate this failure. 
  On 10/11/2023 **************** called and notified us that this issue was still happening. This claim was sent to a supervisor to review due to being an intermittent failure that is hard for the repair facility to duplicate. TWS does require failure verification on all repairs to ensure the account holders vehicle will be fixed properly the first time.
  After reviewing these circumstances, an exception was made to proceed with the requested repair as a customer service gesture.  An adjuster called the repair facility on 10/11/2023 to provide authorization and left a voicemail for the service advisor. On 10/12/2023 the repair facility called us back and authorization was given to perform this repair. 
  TWS has made several attempts to call **************** to discuss this claim but we have not been able to reach him.  We would be happy to discuss these details with *************** if he would like to contact us. 
  
  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 **************.