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:05/03/2023

  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.

  Total warranty services are by far a fly by night outfit. My two vehicles were totaled in a flood. Both were financed though different banks same insurance geico. Geico paid immediately for both vehicles, my gap insurance covers the remaining balance. One car was paid in full within a week, total warranty services on the other hand, has done nothing. I called my bank there is **** balance not yet paid from tws if I wouldn't have called I would have to pay the remaining **** to the bank. I have 7 bridges to cross b4 I send the claim in. A minimum of 14 working days to review the claim. This is a scam business, and I can prove it. Geico or any other large insurance companies have ever heard of filing a police report for a natural disaster. It's a flood,flood came from 3 days of rain in s **. Police cars weren't coming to help anyone let alone file a police report because of a flood. What more is needed for proof. This is just one hurdle, 6 more on top of this that are just as bad before the claim can be smitten.

  

  Business Response

  Date: 05/05/2023

  ******************,
  
  Total Warranty Services (TWS) has been accredited with BBB since 2018 and has an A+ rating. We have been in business since ************************************************* force.
  
  With regards to your GAP claim, TWS was notified, and a claim was started on 05/02/2023, just 2 days ago. The Guaranteed Asset Protection (GAP) contract under Loss Document Procedures, details and lists all the documents required to process a GAP claim. Please note our emails and website also states: Provide a copy of the police report or notarized written statement (from customer) if no police report available. We understand that no police report was issues for a flooded vehicle during the storms, and that is why we request the notarized statement from you.
  
  All documentation needed to process your claim was received on 05/04/2023. The claim has been sent to processing and will be completed by 05/10/2023. At that time, an Explanation of Processing will be emailed to you.
  
  Should you have any additional questions, please feel free to contact our call center for further assistance at **************. 

• Initial Complaint

  Date:04/27/2023

  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 brought my 2019 **** Explorer XLT into the dealership to have my transmission looked at. I purchased the lifetime powertrain warranty through ******************** which is held through Total Warranty Services. The technicians at the dealership diagnosed the transmission and let the warranty company aware of the repairs needed and are asking for them to cover it due to the warranty I purchased. They asked for the maintenance records on the explorer, which involve oil changes and two air filter replacements, all of which have been complete and they have been given documentation. They obviously cannot read the invoices that I provided from the dealerships who performed the maintenance because they said I was missing two records of the air filter which was included in the invoice for the 30k mile recommended replacement and the 60k mile. Not only are they not wanting to cover the repair but they are asking for items completely irrelevant to the transmission repair needed. The factory recommended maintenance on the transmission is not due yet and all other maintenance has been completed with records provided. The repair shop has also asked why they are not covering it and why they need oil change records for a transmission repair completely unrelated and they are giving the run around. This is the only car that can fit all of my family members and I have been waiting for three weeks for a legitimate response as to why they won't cover it and they cannot provide one and are not timely in their responses letting days go by without responding. They ask for the same information that was provided to them already WITH RECORDS I have in writing now. I have been willing to provide these records but they're really irrelevant given that the repair is completely unrelated per the repair shops conclusion and TWS knows this.

  

  Business Response

  Date: 04/28/2023

  ************* received a **************** Powertrain Warranty free-of-charge with the purchase of his **** Explorer, he did not purchase this coverage.
  
  To keep this free coverage active, the customer must have all scheduled maintenance performed as outlined in the vehicle Owners Manual and provide proof of required services in the event of a claim.
  
  We received several emails with service history documents, and after thoroughly analyzing what was received, it was determined there were 4 missing required services.In the owners manual, **** ****** engine oil & filter changes are required every ****** miles (maximum) and engine air filter replacement is required every ****** miles. We did not receive proof of an engine oil & filter change between 0 and ****** miles or between ****** and ****** miles. We also did not receive proof of any air filter replacement at any point; as previously stated, these were due at ****** and ****** miles.
  
  ************* stated in his complaint that he provided proof of the air filter services at ****** and ****** miles; the documents he attached to his complaint are the same documents we reviewed previously, and we informed him that they did not contain proof of air filter replacement. 
  
  Attached with this response is a document that contains excerpts from Mr. ****** attachments for the service visits which he purports contain proof of air filter replacement, as well as excerpts from the Owners manual confirming the requirements from ****.
  
  1) The visit to ************* **** at ****** miles shows they recommended an engine air filter, and an estimate was provided, but the repair was not performed.
  

  2) The visit to ********** at ****** miles shows only an engine oil & filter service was performed. No engine air filter part or labor charges were billed out. ************** acknowledged in an email chain with ** that it was not replaced but felt that because the ********** technician checked OK next to air filter, that he did not need it replaced. We explained the contract requires adherence to ****s requirements, not **********s.
  
  
  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. Therefore, we are unable to proceed with the claim unless we receive proof that the required services were performed.
  
  
  
  Kind regards,
  
  Total Warranty Services 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19989859
  
  I am rejecting this response because: 

  None of those items are even relevant to the repair needed, and if a certified technician looks at the air filter and determines it okay why would I have to replace it? That makes no sense. The one oil change that was past the interval recommendation was because it took me 5-6 weeks to get my car into the dealership due to required appointments and unforeseen wait times/requirements with covid-19 and non essential work. 

  Even if I had 0 oil changes, it is completely irrelevant to the repairs that are needed. Every time I took my explorer to the **** dealer I got *************** package and any time I went to ********** I also had everything checked at and ADDITIONAL maintenance done not required by the warranty. The factory transmission maintenance recommendation isn't even close to the mileage I currently have. 

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

  

  Business Response

  Date: 04/28/2023

  As stated in our previous responses, the free **************** Warranty requires proof of all scheduled maintenance services outlined in the vehicle owners manual. As an administrator, we are obligated to enforce the terms of the warranty.
  
  In accordance with the **** maintenance schedule, a **** technician recommended air filter replacement to ************** on his visit to ************* **** at ****** miles. He elected not to have this service performed.  An inspection from a ***** Lube technician at a later point does not negate ****s requirements.
  
  The vehicle was due for an engine air filter replacement at ****** and ****** miles, and we have not received proof of any replacement thus far.
  
  Additionally, as outlined previously, there were two instances where more than the maximum engine oil/filter interval of ****** miles was exceeded: between 0 and ****** miles and between ****** and ****** miles.  
  
  We are unable to proceed with the claim unless we receive proof that the required services were performed.
  
  
  Kind regards,
  
  Total Warranty Services 

• Initial Complaint

  Date:03/28/2023

  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 bought a truck from a dealership *********************** buick the factory warranty was voided so i purchased the aftermarket warrant total warranty a year later my transmission went out 2 weeks ago and they refuse to fix it because its not stock. i purchased the vehicle that way and havent done anything to it myself. which is why i purchased the warranty since its not stock. why am i purchasing a warranty worth 3k and they arnt even gonna honor it regardless of how i bought the truck. thats not fair. now im stuck hitching rides, payed the towing fee to a shop and a diagnostics fee. i bought it as is and refuse to fix it.

  

  Business Response

  Date: 04/05/2023

  ****************,
  
  We received a claim on your vehicle which experienced a shudder at low speeds and slipping within specific gears. We proceeded to inspect the vehicle and found multiple modifications which are designed to increase the power output above what is set by the manufacturer.The failure and wear to your transmission were exacerbated by the modifications, therefore, your claim was denied for a failure due to or involving modifications. Furthermore, the contract specifically excludes failures that wouldve otherwise been covered under the manufacturers warranty.
  
  This verbiage can be located on page 4 of your contract, Section 3 what this service contract does not cover,line items 2 and 14. The contract was purchased through *********************** Buickwhich is processing the cancellation.
  
  If you have any further questions or concerns, please reach out to our contact center at *************.
  
  With kind regards,
  TWS Management 

• Initial Complaint

  Date:03/19/2023

  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 my truck in may of 2022. When I was sold a vsc to go with it. The finance manager at dealership said this would save me money. I had a wheel hub go faulty in November 300 miles to the nearest dealership but 10 miles from repair facility 19 mile tow was 350 dollars so I didnt ask the cost to take to dealership. I paid for repairs out of pocket and to be reimbursed because thats what the contract stated. Before I could on January 30th 2023 the other wheel hub (covered part)went bad and also took out the brake Rotor, pads, and caliper. (Not covered). Also taking out upper and lower ball joints as well as axle shaft ( also not covered). My contract clearly states if a covered part fails and takes out non covered parts that they will pay to replace non covered parts. They have taken 2 months to deny and stall and since its winter and the truck has sat for 2 months in subzero temps. Its now taken out both batteries. Now I have a vac Im paying for in my financing agreement Paid 2 months of car payments.for a vehicle I cant drive. That contract clearly states should be repaired. And 2 months of satellite radio on a vehicle I cant drive plus auto insurance for a vehicle I cant drive. And Im sure theyll drag their feet another 2 mO ths as I cant get to work without my truck or I take my cancer stricken mothers card that I gave her to get to work as she will have to pay a cab or transport service. To get to the doctor to receive her cancer treatments. The entire reason I bought this vsc was so it was promised to me at the dealership it would be hassle free and easy to get vehicle repaired on the unlikely chance Id have to file a claim. Well they were wrong its been nothing but a hassle and a calamity I wouldnt wish on my worst enemy.

  

  Business Response

  Date: 03/22/2023

  TWS received a claim from Red Rock Auto on 02/07/2023. We were informed the customer complained of negative camber on the right front wheel (leaning in). They discovered a very loose wheel bearing, and requested authorization for replacement. We authorized $671.63 for replacement of this bearing.
  
  A week later, on 02/14/2023, Red Rock auto called back to report that the wheel bearing was so loose that additional components were damaged including the axle shaft, brake caliper,rotor, and ball joints. We requested that the technician email photographs and call back after sending them. They called back on 02/22/2023 at which point we informed the advisor that the additional required components are not eligible for coverage as the contract states We will not pay benefits for additional loss or damage which is occasioned by your or operators failure to use all reasonable precautions to protect the vehicle from any further loss or damage after a breakdown or failure has occurred or been indicated.
  
  Long before a wheel bearing fails to the point that the wheel caves inwards, it will become noisy and present a steering wheel vibration. If the driver continues to operate the vehicle, it can eventually result in additional damages. An exception being if a collision or impact immediately precedes the failure; this contract also excludes collision related damages.
  
  The photos we received show the truck is equipped with a large aftermarket steel push style bumper that shows signs of impact, as demonstrated by scuffing and a thick-walled steel tube bent inwards. This damage is consistent with collision that would have a direct impact on steering and suspension components. A copy of this photo is uploaded with this reply.
  
  We will stand by our authorization for the wheel bearing replacement for the claim at hand, however the additional requested components will remain denied for the aforementioned reasons. We will not reimburse for the wheel bearing repair that was completed in November without prior authorization as the contract excludes coverage for repairs made without prior authorization.
  
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19620486
  
  I am rejecting this response because:
  This is absurd  the wheel hub assembly broke took out all other parts as the complaint states  Ive not had any kind of impact  with anything the bumper never had fog lights put in  youre calling damage    The contract clearly states covered part takes out non covered parts  it replaces  them  this is ridiculous  I wasnt even reimbursed for the tow   Im stuck with a damaged truck  Ill call my attorney  forensic mechanics? Or warranty company? Id stick to **********************  your forensics are way off   Im only asking for what I am due  I am a consumer and you sold me a warranty and now you dont wanna pay whats due  how many of  these never have claims and youve gotten rich  off of  this is ridiculous to argue and fight me  over **** bucks    A lot of money to me  nothing for a corporation that gets over on people for profit  how do you sleep at night knowing ***** for a truck that its obvious what happened  ************************* can see it  but now I have paid in advance to you to fix it  and now I gotta pay again because nobody will stand up to you  do whats right or Ill do everything I will take you in front of a jury and theyre made of consumers I dont want anything but you to fulfill your contractual obligation  

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

  

  Business Response

  Date: 03/29/2023

  As indicated in our previous reply, wheel bearing failure that is unrelated to sudden impact or collision will initially present with noise and vibration long before it would become loose enough to cave inwards and damage additional suspension and drivetrain components. Whether the additional damages occurred due to continued operation after a failure was indicated or it occurred due to impact or collision, it is not eligible for coverage under this *************** Contract. In our previous response, we cited contract verbiage supporting these denial reasons. As was also mentioned in our previous response, the repairs performed in November without prior authorization are not eligible for reimbursement as the contract specifically states repairs must be authorized prior to completion.
  
  We have set up a reimbursement to ************ for the maximum towing benefit amount of $75. He will receive this check within 10 business days.
  
  
  kind regards,
  
  Total Warranty Services

• Initial Complaint

  Date:02/28/2023

  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.

  They refuse to authorize repair of my thermostat on my car which is clearly covered under the warranty.

  

  Business Response

  Date: 02/28/2023

  On 02/24/2023, We received a claim from ****** CDJR for replacement of the cooling system thermostat on Ms.******* 2013 Dodge Durango.
  
  **************** has Standard level coverage, which provides coverage for specific components that are listed in section II What this Service Contract Covers.
  
  Unfortunately, the thermostat is not listed for coverage. The contract specifically states that Parts not listed are not covered.
  
  This contract does provide valuable coverage for a variety of other specifically named engine,transmission, and drivetrain parts. We look forward to the opportunity of providing coverage for covered components should a future breakdown occur. 
  
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19511786
  
  I am rejecting this response because: I paid for the gold plan not the standard powertrain plan but regardless the thermostat is supposed to be covered under the powertrain plan
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 03/07/2023

  **************** purchased a ******** ********************************* Contract, not the Powertrain or Gold coverage mentioned in her reply.

  ************** *************** coverage does not list the thermostat as a covered item. Ive included 3 attachments: 

  1) Signature page of the *************** contract (****** contract.pdf)

  2) The covered components section of the contract (Standard Coverage Components.JPG)

  3) The final acceptance document detailing products purchased and declined (****** Final Acceptance.PDF)

  
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19511786
  
  I am rejecting this response because: That is not what I was sold at the dealership.  I will take this up with the attorney general in Washington against the dealership which took my money for one plan and signed me up for another.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:02/23/2023

  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 wife and I Purchased a platinum package warranty for our *** through Total Warranty Services and just recently the turbo went out. Long story short my wifes car has been at *** waiting for repairs for its second turbo and the timeline has been over a month because Total Warranty Services keeps sending junk parts to fix the car. *** called and asked why are they not putting a new turbo in this car that only has 42k miles? Total Warranty Services says its too expensive. Well my warranty package I bought was too expensive because it covers the whole car and yet I keep getting junkyard parts being sent. Buying a warranty though these people is a total joke and not to mention they dont care about the customer. If anyone is looking to spend thousands of dollars on a high end warranty package through Total Warranty Services, run and dont look back because these people dont care about you or your car. All they care about is taking your money. I regret giving them a dime because here we are over a month later and I still dont have my car fixed and this is turbo number 2.

  

  Business Response

  Date: 03/10/2023

  On 01/13/2023, TWS received a claim from ************** for turbocharger replacement and right front speaker replacement. We supplied a used turbocharger assembly that passed inspection prior to shipment. In total, TWS paid $3,077.08 for these repairs.
  
  On Friday 01/31/2023, TWS received a 2nd claim from ************** they requested replacement of 3 additional speakers. They also notified us of a turbocharger actuator failure.We requested a copy of the estimate to be furnished to us, and the following Tuesday 02/03/2023 we issued authorization for the speaker replacement for $1,971.15 and informed service advisor ***** that the vendor from whom we ordered the turbo charger will pay them directly for the actuator replacement.
  
  On 02/08/2023 service advisor ***** informed us after further diagnosis, the tech could not program the component and though the turbo itself might be defective. We emailed ***** on 02/09/23 for diagnostic information and an estimate. We did not receive a reply, so we sent an additional follow up message on 02/16/2023. We did not receive a reply,so our vendor agreed to supply a replacement turbocharger that had ****** miles to prevent further delay; this turbocharger arrived to the dealership the next day, 02/17/23. On 02/28/2023, service advisor ******* called and informed us that ***** had retired so he was taking over the ticket. We provided the same authorization information previously communicated to *****, and advised to send a signed copy of the invoice upon completion so we can process payment.
  
  We have yet to receive the invoice as of today 03/10/23 and have had no further contact from the dealership. We reached out to ******* this afternoon to check status of installation of the turbocharger that was delivered 3 weeks ago, but we were unable to reach him.We will continue to reach out to determine the reason for delay.
  
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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.

  As incentive for purchasing my vehicle, I received a Power Train Warranty through TWS. This includes total repair for the powertrain section of my engine assuming there have been total service records and preventive care given to my car. Both the dealership and TWS has agreed my car has maintained a clean service record. I have been quoted with a $900+ bill from my dealership. A claim was filed with TWS CL1102819. TWS has only agreed to pay around $220 of the estimated repairs as the rest of the repairs are on items that are not covered by the warranty. The dealership, TWS staff member *****, TWS Supervisor ***********************, and myself all agree that the estimated damage has only occurred due to the failed part covered by the powertrain warranty. Since I have maintained my end of the contract by completing all service repairs timely and ensuring the car is serviced appropriately, I should not be left responsible for damages caused by the failed part under my covered warranty. I discussed this with TWS staff who quoted incorrect verbiage to me over recorded calls. The verbiage used by staff and the verbiage of the document that they have on file for me are incongruent on what the definition of "incidental and consequential" repairs are. I am not seeking reimbursement for additional transportation fees accrued from loss of my vehicle as outlined by the attached contract I have signed, I am only seeking reimbursement for repair costs TWS has refused to pay despite the cost of service stemming from failure of parts covered by their warranty. I have included a copy of my agreement on file with TWS and can provide additional receipts of service following the finalized repair of my vehicle. Due to the incongruence in what I have signed and what TWS has agreed to pay for, I am seeking reimbursement for the entirety of my repairs at this time.

  

  Business Response

  Date: 02/24/2023

  On 02/06/2023, we were notified of cam actuator failure on ************************ 2014 Buick Encore. We were informed that the drive belt and drive belt tensioner were damaged as a result of the leaking cam actuators.
  
  In the Covered Components section, the the **************** Warranty states Customer acknowledges that the ONLY components covered by this **************** Powertrain Warranty are those components designated by the vehicle manufacturer as Powertrain components in the manufacturers original warranty documents applicable to the vehicle.
  
  The drive belt and drive belt tensioner are not designated as Powertraincomponents by Buick, therefore these components were declined. Additionally,the Not Covered section of the limited warranty states It also does not cover incidental or consequential damages associated with a vehicle failure.As it is written, this exclusion applies to all consequential damages;transportations fees, which ********************** mentioned, are simply an example of non-covered costs.  
  
  The decision to deny these component was correct based on the terms and conditions of the warranty. However, as a customer service gesture, we agreed to cover additional repair costs and worked with the repair facility to ensure ********************* was only charged his $100 deductible. Authorization was provided on 02/09/2023, and repairs have since been completed.
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 02/24/2023

   
  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:02/07/2023

  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.

  This item is clearly covered under my warranty and is only $200 in parts and they denied the coverage when the drivability for the rear shocks and the leaf springs are failing and they deny the coverage and then lie to me about what the service providers are saying and they told me to take the Tacoma to another shop and they said the same thing which is just costing me money .

  

  Business Response

  Date: 02/08/2023

  Issuing Dealer ************ of Whichita
  Customer *************************
  Vehicle 2017 ****** Tacoma TRD Pro
  Coverage Platinum PT Wrap
  Contract/claim number V0849605
  Issue date/mileage 11/27/21 @ 66,595
  Breakdown date/mileage 02/06/23 @ 89,116
  Current vehicle location ***************************** (*******, **)
  
  
  
  Hi ****,
  
  Please see response below for BBB complaint.
  
  On 01/30/2023, we received a claim from Eddys ****** of ******* for both rear leaf springs. We were informed the customer felt there was an issue with them and requested replacement. We requested photographs of the leaf springs, and there was no failure presented; there was no cracking or bending, and both sides of the truck sat evenly. We denied the claim, as there was no failure presented.
  
  On 02/06/2023, we received a call from ***************************** in ******* ******. The advisor informed ** that the customer felt the leaf springs were faulty, but the technician found no failure present with either leaf spring and he did not recommend replacement of them. He did, however, identify a failure with a rear shock absorber. He stated that one of the rear shocks was clunking and binding, which the customer may have thought was a leaf spring issue.
  
  The vehicle service contract specifically excludes Shock Absorbers from coverage in Section III.  titled What this Service Contract Does Not Cover. Shock absorbers are a wearable component and considered to be a maintenance item, and are therefore excluded from coverage. We denied the claim accordingly.
  
  Unfortunately the only failure identified was to the non-covered shock absorber, so we are unable to assist with repair coverage.
  
  
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19348644
  
  I am rejecting this response because:

  the shock absorbers failed due to the failed leaf springs which are clearly covered under my warranty but where denied coverage. With the integrity of the springs gone and their inability to function properly this will only cause more failing components with time. I was told to take the vehicle to another shop which I did and they said the warranty company wont cover anything. Due to this I will need to cancel for a refund as it appears this warranty does not actually cover the components listed. 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 02/09/2023

  On 01/30/2023, we received a claim from ************ of ******* for both rear leaf springs. We were informed the customer felt there was an issue with them and requested replacement. We requested photographs of the leaf springs, and there was no failure presented; there was no cracking or bending, and both sides of the truck sat evenly. We denied the claim, as there was no failure presented.
  
  On 02/06/2023, we received a call from ***************************** in ******* ******. The advisor informed ** that the customer felt the leaf springs were faulty, but the technician found no failure present with either leaf spring and he did not recommend replacement of them. He did, however, identify a failure with a rear shock absorber. He stated that one of the rear shocks was clunking and binding, which the customer may have thought was a leaf spring issue.
  
  The vehicle service contract specifically excludes Shock Absorbers from coverage in Section III.  titled What this Service Contract Does Not Cover. Shock absorbers are a wearable component and considered to be a maintenance item, and are therefore excluded from coverage. We denied the claim accordingly.
  
  Unfortunately the only failure identified was to the non-covered shock absorber, so we are unable to assist with repair coverage.
  
  
  
  Kind regards,
  
  Total Warranty Services

• Initial Complaint

  Date:01/30/2023

  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.

  In 2016 I bought a brand new 2017 ****** Altima from ************* with the perk of a life time engine and transmission warranty. I have had 4 ******s and two out of the three transmission went out. All ******s have a transmission issue, this is why the warranty is good. I serviced my car and gave all receipts to the warranty and still got denied. I got my oil changed only at *************************** and ****************************************. When the oil light advised me too complete maintenance I did. Now my repair won't get covered even though the dealership that changed my oil set the oil light. We trust mechanics to do what's needed based on the vehicle requirement. I'm getting denied for something promised. The customer service reps don't try to help. They give u a wide ranges of mileage and when u give them invoices between those miles its another issue or reason why the warranty can't pay. The law should not allow ************* to offer something that will not cover your vehicle. Mechanics should set the mileage to what the manufactured expectations. ***** at southern was great but **************** was horrible. When I went to look at a car the salesman told me to give him my keys to my vehicle so they can appraise it. He never gave me my keys back. He switch all my thing a out my car I to new car as if I said yes already. Then the sales lady had me sign documents with no price but the car and when I left added all types of warranty without my permission. My payments went from 303 to 478. I was so angry. Now 400 bucks before its paid off the transmission goes out that I must pay because the warranty can't. These companies must stop getting over on people!

  

  Business Response

  Date: 02/14/2023

  *************** received a **************** Powertrain Warranty free-of-charge with the purchase of her 2017 ****** Altima.
  
  To keep this coverage active, the customer must have all scheduled maintenance performed as outlined in the vehicle Owners Manual and provide proof of required services in the event of a claim.
  
  We received several service history documents, and after thoroughly analyzing what was received, it was determined there were 4 missing required services.
  
  We informed **************** and the service advisor she was working with at ********* ****** that without proof of additional services, we could not proceed with claim authorization. As the administrator of this Limited Warranty, we are bound to adhere to its terms and conditions.
  
  Upon receipt of this BBB case, TWS reached out to ***** at ********* ****** to confirm that all service visits at that facility were listed on the documents previously provided. It was discovered that there were 2 additional services performed that were not contained on previously supplied documents.
  
  With these additional service records, this repair is now eligible for benefit coverage.
  
  *************** already paid the repair bill, so TWS will mail her a check in the amount of $4,947.80 this is the total amount she paid for repairs, less her $100 deductible.
  
  A Claims Manager reached out to **************** to discuss what is outlined above, and she is satisfied with the resolution.
  
  
  
  Kind regards,
  
  Total Warranty Services 

  Customer Answer

  Date: 02/17/2023

   
  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:01/25/2023

  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.

  We purchased a Jeep from a dealership that offers the warranty with the purchase. The vehicle started making a loud noise coming from the rear end. After taking it to a mechanic approved by the warranty company, they discovered the bearings and rear differential were worn out. This is a covered repair under the contract. After speaking with the company and them sending an inspector out , they now say the vehicle is not covered because the tires are too big. They are the same tires that were on the vehicle when it was purchased and the contract was written.

  

  Business Response

  Date: 01/27/2023

  On 01/12/2023, Total Warranty Services received a claim for rear differential repairs on Ms. ****** 2018 Jeep Wrangler. ************** received a **************** Powertrain Warranty, free of charge, with the vehicle purchase.
  
  An independent inspector was assigned to provide an objective assessment of the cause of failure. The inspector identified contaminated rear differential fluid, as evidenced by its milky appearance and sticky consistency.  The inspector also noted the vehicle was modified with oversized off-road tires and a suspension lift kit.
  
  On 01/25/2022, ************** spoke with a Claims Supervisor who informed her the claim was denied as Warranty excludes coverage for breakdowns resulting from water contamination and failures resulting from installation of non-manufacturer approved accessories.These exclusions can be found in the Not Covered Under Warranty section on the front page of the Warranty.
  
  Unfortunately, for the reasons mentioned above, TWS cannot assist with repair coverage
  
  
  
  Kind regards,
  
  Total Warranty Services 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18896093
  
  I am rejecting this response because: as I explained to the manger, there is no way there was any water contamination in the fluid.  It had been in the vehicle less that 20 miles after I changed it at home.  Had they done a more thorough inspection they would have seen the part failure in the rear differential.  I do accept however the exclusion for the lift modification and have filed a complaint on the dealership for not disclosing that information when the warranty was purchased.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2023

  We cannot speak to how or when the fluid became contaminated, just that at the time of vehicle inspection it was confirmed to be contaminated as evidenced by its milky appearance and sticky consistency. Regardless of fluid condition, the vehicle is equipped with modifications that place additional stress on the axle bearings and drivetrain.Unfortunately, the claim denial will stand.
  
  
  Kind regards,
  
  Total Warranty Services

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  *************************