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: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,
  
  *************************

• Initial Complaint

  Date:01/19/2023

  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 vehicle with *********************** cjdr in ******* specifically for the lifetime warranty that is through Total. My truck went into crawl mode right after filling it with def and will only go 5 miles an hour until its repaired. I have always serviced it at the dodge dealership because the warranty states it must be serviced my a licensed dealer. I am now being told that this vital engine part will not be covered because its an emissions parts and not powertrain! This is a $4k repair that is not being covered.

  

  Business Response

  Date: 01/23/2023

  ************************ received a **************** Powertrain Warranty at no cost with the purchase of his vehicle.
  
  On page one, in the Details and Coverages of Warranty section, the contract reads:
  
  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.
  
  As indicated in Mr. *********** email, the Diesel Exhaust Pump and Coolant Reservoir are not designed as Powertrain items by Chrysler,therefore they are not eligible for coverage under the Warranty.
  
  As the administrator, we are obligated to enforce the terms of the Warranty and cannot assist with the coverages for these repairs.
  
  Respectfully,
  
  TWS Management

• 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,
  
  ***************************************