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:01/05/2023

  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.

  My vehicle was totaled on 9/12/2022. 10/03/22 I attempted to upload Their requested documents.10/06/22 I attempted to upload Their requested documents 10/17/2022 I attempted to upload Their requested documents 10/21/2022 I attempted to upload Their requested documents 10/21/2022 Attempted to speak to an agent - extremely rude-unprofessional- hung up on me 10/22/2022 I attempted to upload Their requested documents 11/05/2022 I attempted to upload Their requested documents 11/05/2022 Attempted to speak to an agent - extremely rude-unprofessional 11/21/2022 Attempted to speak to an agent - extremely rude-unprofessional 12/07/2022 I attempted to upload Their requested documents 12/07/2022 Attempted to speak to an agent - extremely rude-unprofessional and hung up on me 12/29/2022 Received email with explanation of payment TWS only PAID $2,600.37 12/29/2022 Attempted to speak to an agent - extremely rude-unprofessional WHY is there a balance due of $11,421.90. GAP INSURANCE PAYS THE DIFFERENCE. This has created a HUGE Financial Hardship. I have been unable to purchase another vehicle due to TWS paying $2600.37 leaving me with a balance due of $11,421.90 TWS dragging their feet on this claim for 3 months!! TWS refusing to explain what is/was taking so long with this claim TWS refusing to pay off the entire balance. TWS agents REFUSING to help due to the language barrier This GAP insurance company is a scam, complete and utter FRUAD!! I have dealt with GAP insurance before and they paid the difference of what insurance didn't cover to the loan payoff amount. But this company is not honest! They come up with unexplainable reasons as to why they won't pay off the reminder left

  

  Business Response

  Date: 01/13/2023

  ****************, we have reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.

  Multiple documents were received, however, most of the documents received were incorrect, incomplete,or additional items were needed to process the *** claim. Each time an incorrect item was received; the customer was notified.
  

  In your case, the reason for your balance is mainly 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 Waivable Loss, subject to the terms and conditions herein. The Waivable 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 $25,575.00. To calculate the amount in excess of the 120% ****, this number is multiplied by 120%. This results in a maximum allowable amount financed of $30,690.00.  The amount financed based on your retail installment contract was $40,558.19. This results in a difference of $9,868.19.  Based on the terms of the contract, we further amortize this amount to take into consideration payments made to date. After doing so, we are left with a difference of $7,464.18 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 2018 ****** of which $5,928.00 was added to your current retail installment contract which resulted in the amount financed exceeding the 120% limitation.  
  

  Finally, the remaining balance also includes your primary insurance companys deductible of $1,000.00 which is the customers responsibility.
  

  Please see explanation of Payment below.
  Net Payoff at time of Loss $37,801.42
  Less Primary Carrier Settlement $(-)24,934.93
  Less Primary Carrier Deductible $(-)1,000.00
  ************ Contract Refund (Dealer Refund) $(-)1,801.94
  Less Amount in Excess of 120% ****/**** Limit $(-)7,464.18
  *** Payment $2,600.37
  
  At this time, we respectfully stand by our decision, and hope this information gives *************** a better understanding as to how her *** 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 **************. 
  
  Thank you,
  Total Warranty Services

  

  Business Response

  Date: 03/02/2023

  ****************,
  
  Your GAP claim has been re-reviewed, and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (GAP) Contract Addendum. As stated in our previous correspondence, your balance is mainly 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 in addition to the primary insurance balance.  Please refer to the previous correspondence, for the complete breakdown.  
  
  Related to the required documents, we received several documents, however, most of the documents received were incorrect, or incomplete. Each time an incorrect item was received, the customer was notified. A ********************** of 20+ e-mails were sent indicating the required documents remaining at that point.  In addition, we spoke with the customer or an authorized caller on the customers behalf at least 3 times. 
  
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************. 
  
  Thank you,
  
  Total Warranty Services
  

• Initial Complaint

  Date:01/04/2023

  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 have aftermarket warranty with this company. My transmission went out on the car that is covered. They were suppose to have one sent from ******** to ********** ******* for the work to be done here. I cant get them to respond by telephone, they say they are having technical difficulties??The job cost is about $7500. Please advise ******************************* ************ ***** n136 st, ******************************************

  

  Business Response

  Date: 01/09/2023

  ********************,
  
  The initial authorization was provided to the repair facility with a unit sourced through a third-party vendor who seems to be having a delay in shipping due to the holidays. Weve cancelled the order through the vendor and provided authorization directly to the repair facility to expedite repairs.
  
  With kind regards,
  TWS Management 

• Initial Complaint

  Date:12/27/2022

  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 10/08/2022 my vehicle broke down and was taken to a close by ****** dealer for repairs to be made. It was a Saturday and I had no way of getting a hold of anyone at the warranty company until Monday. There were a couple of repairs made but the ultimate cause of the breakdown is that a bolt had came loose and fell into the engine causing it to need to be replaced. My husband, myself and the dealership have all reached out several times to TWS to remedy this and here we sit almost 3 months later and its not been fixed. No contact has been made to myself, my husband or the dealer on TWS part to update or explain why repairs arent made and anytime we call all we can get out of them is them reciting our warranty agreement. We have the platinum plan and I was told unless we can give an exact cause of why the bolt came lose then no repair would be covered. ****** has told me the cost of the new motor is $11,000. ****** has also verified with TWS that there hasnt been any aftermarket stuff done to the vehicle and no entry made into the engine compartment so this is not the fault of the customer and should be covered by the extended warranty. They keep trying to find loopholes and reasons not to own up to their end of the agreement. My ****** warranty ran out at ****** miles and I have ****** on my vehicle which means under normal circumstances an extended warranty company would cover any repairs. I have made 3 payments on a vehicle I cannot drive because they keep trying to find reasons to deny my claim. Pictures were sent upon their request by the dealership of the issue at hand before thanksgiving and still no response. My husband and I approved the requested diagnostic time to find the issue that TWS wouldnt approve and now that the issue has been found they keep trying to find ways not to pay. Nobody knows the exact reason why this bolt came lose but it did and my car needs a new motor because of it and you should do the right thing and fix it.

  

  Business Response

  Date: 12/29/2022

  ******************,
  
  The claim was called into TWS on 10th of October with a concern of a check engine light illuminated.Our claims department inspected the vehicle and provided authorization to the repair facility in the amount of $1,894.23 on the 13th of October.The repair facility called back on the 21st of October with an additional failure which was authorized for an additional $910.67. We received a third call on the 4th of November requesting 6 hours of diagnoses to determine the failure after our initial two authorizations to resolve the concern.
  
  A supervisor spoke to you on the 10th of November regarding the claim and our diagnoses authorization process. A failure would need to be confirmed prior to our authorization for repairs and diagnoses coverage. The repair facility requested a complete engine replacement after the initial $3,000 in authorization. We requested additional information and pictures of the failure on the 14th of November and are still pending a callback from the repair facility.
  
  In order to provide coverage under your contract, TWS, as the administrator needs to confirm a failure of a part to perform its intended function as defined under breakdown in your contract. As the administrators, we are in no way attempting to find loopholes to prevent authorization as seen by our initial authorizations. The repair facility is unable to provide us with the diagnoses needed to provide authorization. In an effort to prevent further delay, we will proceed with inspecting the vehicle to determine the point of failure for additional coverage.
  
  With kind regards,
  TWS Management

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to a new car dealer for an oil change back in the beginning of October. The oil change service is covered by Total Warranty Services (***), however, it was a weekend and the dealer couldn't reach out to the *** to confirm the agreement I have for the oil change covered by ***. I have initiated a request for an oil change service reimbursement with ***. My request for $67 was approved on 10/19/2022, and I was notified I should expect the amount within the next 30 days. The *** let me know that I will be reimbursed by a check, however, it's been more than a month, and I haven't received the check or any other form of reimbursement. I've contacted the *** several times via email and phone, but unfortunately, no one has got back to me. I have asked *** to confirm when the check was mailed out, but unfortunately, they have never responded to my question. I would like to get the $67 reimbursement that was approved on 10/19/2022. Thank you for your help!

  

  Business Response

  Date: 12/14/2022

  ******************************,
  
  TWS received the request for reimbursement by phone on the 10th of October and requested the documentation required for our team to processes the reimbursement check. The initial documents were missing a letter of request as well as a signed copy of the invoice. We followed up by email on the 17th then again on the 18th to ensure all the documents were prepared for processing.Unfortunately, there was an oversight in our submission to process the reimbursement check after processing which caused the delay. We resubmitted the final request to mail the reimbursement check on the 8th of December which you should have been received same day. If there are any further questions or concerns, please reach out to our contact center at ************* Mon-Thus between 8:00-7:00PM ET and Friday 8:00-6:00 ET.
  
  With kind regards,
  TWS Management 

  Customer Answer

  Date: 12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:11/29/2022

  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 determined that the totaling of my car would be declared a "No Gap" and would not pay the balance to my lienholder after my insurance deemed the market value to be less than what I owed on the vehicle. When I called the customer service line, the representative stated their refusal to pay was based on ****************** of my contract, I never saw a contract that laid out terms and conditions, My gap coverage was purchased at the dealership and was advertised as a service that covers the dollar amount in the event that an auto insurance company pays out less than the amount owed on a particular vehicle. Total Warranty Services then decided that my GAP coverage had expired.

  

  Business Response

  Date: 12/08/2022

  **************, we have reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.
  As 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. 
  
  In your case, the primary insurance carrier valued your vehicle at $15,487.680 (includes $1,000.00 deductible) and **** valued your vehicle at $19,250.00.  **** was the greater amount and therefore,the *** calculation used ****s value of $19,250.00. 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. 
  That being said. To further assist with the remaining loan balance, TWS has agreed to remit $2,806.50 as a goodwill payment (Goodwill Amount). The Goodwill Amount will be paid directly to your lender. The *** Benefit Request will then be closed.  
  It should be noted that the determination to pay the Goodwill Amount was made at the discretion of TWS and is not, in any way, intended to establish a course of dealing or performance.By providing this written notice, TWS does not waive, but specifically reserves any and all rights, including the right to deny contemporaneous or future claims, and defenses it may have under the *** Contract Addendum and applicable law. 
  
  We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************. 
  
  
  Thank you,
  Total Warranty Services

• Initial Complaint

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a five year warranty service package in July, ***************************************************** October, 2022, I noticed the cushion in the center on the side, the leather ripping apart. This is a seat where noone sits. Then a few days later I noticed the side of the cushion on the actual recliner is also coming apart. My warranty service package cost me $269.69 for a five-year period. I am 70 years old and I very seldom have company, especially due to the pandemic. Warranty Services refuses to honor this contract. When I purchased the warranty I was told it covered the structure of the sectional, mechanical issues and WORKMANSHIP. The sales person even got the warranty company on the line to ensure all thes things were covered to protect my very expensive purchase and assured me that because this sectional is leather, it would cover the actual leather WORKMANSHIP repair. Now, first Warranty Services informed me that the leather construction or poor craftsmanship is not covered. Then, I received an email a day later informing me that the claim submission is to late. I purchased this furniture from ********** in **********, ** and they informed me this should be covered. In essence, both companies are pointing the finger at each other and I am caught in the middle with furniture that is subpar. At the rate the leather is coming off I will possibly have to throw it away soon. This goes beyond puffing. It is downright misrepresentation of a material fact. Leather furniture should last longer than four years!

  

  Business Response

  Date: 11/21/2022

  Dear *************************,
  Total Warranty Services is not a furniture Insurance supplier, nor are we affiliated with any type of warranty products of home dcor.
  Please retract your complaint under our company Total Warranty Services.
  
  Thank you,
  Total Warranty Services Management.

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/07/2022

  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.

  Our vehicle broke down, we took our time to get the vehicle to the dealership where it sits now without any of their assistance, we purchased our own rental car without their assistance. The dealership that is working on our car called today 11/7/22 stating that the warranty company is refusing to authorize repair of our vehicle unless we approve the repair which makes us liable for the repair. Whats the point in having the warranty? This is ridiculous, I have been over a month without a vehicle I am paying for and they are refusing repairs that the dealership is requesting. I called the warranty company and spoke with one of their ********************* managers ***********************, and he pretty much said if the we approved the dealership to do the repair and that fixed the car then we wouldnt be responsible for the repairs and that the warranty company would pay it, but if we approved it and it didnt fix the vehicle we would be responsible for the diagnostics. Last time a checked the definition of warranty is stated this. a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time.

  

  Business Response

  Date: 11/10/2022

  ******************,
  
  We have authorized replacement of the variable valve control module and variable valve motor in the amount of $2,804.90 as requested from **********************************. The service advisor contacted us after the repairs were completed, to request an additional 6 hours of diagnostics, to determine the next step of the repair procedure. The repair facility has not performed the diagnostics to determine the failure at this time.  As outlined under Your Responsibilities item 3 states that you must Authorize the repair facility to perform necessary diagnostic work and provide teardown authorization so that the repair facility can provide an accurate diagnosis and estimate of repairs We will not pay for diagnosis charges for repairs not covered under this contract. Once the vehicle has been diagnosed, well be able to proceed with the claim adjudication procedure.  

   

  WIth kind regards, 

  TWS Management