Reviews
This profile includes reviews for Total Warranty Services's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 46 Customer Reviews
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Review fromSuresh M
Date: 01/16/2024
1 starMy car got a flat tire on Dec 24, 2023 at 6:00pm EST, when i check with roadside assistance team and they provided tow truck to take in to ***** dealer showroom. but Tow truck team towed my car to home, ***** showroom was closed due to Christmas holidays.Tow team came on Tuesday(Dec 26, 2023)and Towed to nearest ***** showroom and Hoda ****** team replaced ****** tire with new tire. I made a call to TWS team to report my claim but its went to voice message due to business hours closed.So I called again on Dec 27, 2023 to TWS team and i explained all the situvation and TWS team provided one URL to upload all the docs, like transaction details broken tire pictures.Again I called to TWS team on Jan 16, **** to check the claim status and they were saying that my claim request was denied due to i didn't get pre-approval for tire replcacement.How do we know that, we need to get pre-approval and customer support also not availble 24/7.My TWS warrenty expires: 06/09/2027.
Total Warranty Services
Date: 01/19/2024
We received a call from ****************** on 12/27/2023 where he advised us that he had an issue with a tire on his vehicle and it would need to be replaced. He was requesting to start a claim. Our customer service representative advised ****************** that Total Warranty Services was not the administrator on the tire and wheel contract that he held, and we provided him the contact number to start a claim with this other provider.
TWS reached out to ****************** to discuss this review on 01/17/2024. We discussed with him that TWS was not the administrator on his contract, and he was provided copies of all the contracts he held with TWS. We were also able to provide him a copy of his contract that had tire and roadside assistance coverage and he was able to see that TWS was not the administrator. During this call ****************** said he would be willing to remove this review since TWS was not responsible for coverage on this contract.
We have followed up with ****************** via email and have not received a response. We ask him to please contact us if he has any further questions about his contracts and we would be happy to review this further with him.
Kind regards,
Total Warranty ServicesReview fromAmen R
Date: 01/11/2024
1 starthis place is awful please do not buy from them the contract is terrible.Total Warranty Services
Date: 01/17/2024
A claim was initiated for this vehicle on 08/25/2023 for an issue with the power steering rack. To expedite this claim, our adjuster requested pictures of the vehicle and failure, in lieu of an inspection. We received the pictures and a video of the failure on 08/31/2023 six days later.
The video quality was poor, and we were not able to verify the failure. We discussed this with the service advisor at the repair facility on 09/01/2023 and we were told a new video would be taken and sent in.
On 09/14/2023 **************** called us for a claim update. We informed him that the repair facility had not yet provided us with the new video of the failure. *************** then took a video of the failure himself and sent it in. We received this video on 09/14/2023 and this claim was authorized the same day.
TWS issued authorization for all requested parts and labor time to the repair facility and nothing further was requested.
On 1/11/2024 We received a call from the co-account holder, *****************, and she spoke to one of our customer service representatives. She requested a copy of this contract so they could review the coverage. A copy of the contract was sent via email.
TWS reached out to **************** on 01/16/2024 to attempt to reach a resolution to this complaint. During this call **************** advised us that he was not given a copy of his contract when he purchased it and said that he did not read this contract before signing it. **************** said he did not read the contract until it was sent to him on 1/11/2024, almost five months after this claim was filed.
During this call we discussed with **************** the timeline for this claim, and the coverage available for rental and subsequent repairs. This contract does provide rental coverage for the time it takes to complete a repair. The contract does not provide rental car coverage for shop delays or delays when ordering parts. See contract language below:
Contract States: LINE B. RENTAL REIMBURSEMENT COVERAGE:; RENTAL CAR REIMBURSEMENT IS NOT PROVIDED FOR PARTS DELAY, SHOP SCHEDULING
**************** told us during this phone call that his vehicle had still not been repaired due to the part being on back order and the repair is scheduled to be completed by the end of January.
**************** said that he was told by the repair facility that TWS advised that this vehicle was safe to drive during this failure. A review of the phone calls shows TWS never advised the repair facility or account holder that this vehicle could be driven during this failure. During the initial phone call, our adjuster advised that this would be up to the repair facility and account holdersdiscretion. The claim was also noted several times that we did NOT recommend driving the vehicle during this failure.
We have advised **************** to please reach out to us with any further questions he may have,and we would be happy to assist.
Kind regards,
Total Warranty ServicesReview fromShondra S.
Date: 01/03/2024
1 starI work in the insurance industry and now understand what customers go through in getting GAP claims handled. I had to make several calls just to see the status of my claim. I have been submitting documents since November 2023. On December 22, 2023 I was told they had everything they needed. I checked the system and was alerted that the actual Dec Page was needed, after being told binder was fine. I uploaded Dec page and emailed it on 12/22. I was then told they will not send me anything or make a call in status and not to call to check until 1/12/24. Please find my name and review the handling of my claim. It is such bad service to think all is well, and not be able to find out for weeks if anything will be handled. On my next vehicle purchase I am researching my own GAP carrier because I do not plan to use TWS. *****************Total Warranty Services
Date: 01/12/2024
******************, when your GAP claim was started with Total Warranty Services, a list of the required documents necessary to process your claim was sent to you,one of which was a copy of your insurance coverage declaration page. According to our website, the document was uploaded on 11/09/23, however what we received was a binder from the insurance company not an actual declaration page. Your GAP claim was sent to process on 12/22/23 and completed on 01/10/24. As items are received via email, they are uploaded to our web portal which triggers an automatic response. We apologize for any confusion this may have caused. Your GAP was completed on 1/10/24 and a payment of $4,405.34 was issued to your lien holder. If you have any questions, please contact our office directly.Review fromROSLIAN H
Date: 12/14/2023
1 starthis company took my money and now refuses to pay off my car loan on the gap policy. This is starting to affect my credit. do not do business with TWS.I want to leave a zero star, but the system will not allow it.Total Warranty Services
Date: 12/27/2023
********************,
Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.
The *** claim was processed on 11/20/23. To obtain the highest payment possible, we asked the dealership to cancel the *** addendum rather than making a lower payment, after the claim was processed (see details below).
Net Payoff at time of Loss $15,983.34
Less Primary Carrier Settlement $(-) 15,176.22
Less Primary Carrier Deductible $(-) 500.00
If *** had made a Payment $307.12
Pro-Rata *** Cancelation Refund $508.76
Canceling the *** addendum in lieu of paying a *** claim ensures the largest payment available is made to the lienholder. An email was sent to **** of ************ the same day the *** claim was processed and requested they mail a check to Truist in the amount of $508.76 for the *** refund.
Per the Dealership, Truist did not deposit the first check sent, so on 12/18/23 a stop payment was made and a second check was reissued. The new check (#******) was delivered on 12/19/23 (tracking #1Z501R5X1325843352).
We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at **************.Review fromDaniel C
Date: 12/13/2023
1 starpurchased a truck and purchased gap insurance through total warranty services and they did not cover my entire vehicle. When ************* is designed to cover the difference between your loan and now Im left to pay three grand because they will not cover my entire vehicle.Total Warranty Services
Date: 12/15/2023
****************. Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. Every contract has terms and conditions, and *** paid your claim accordingly.
The definition of Waivable Loss on Page 2 of the *** addendum reads: 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. Actual Cash Value is defined as the retail value of the covered vehicle, on the date of loss, as listed in the **** Power Official Used Car Guide adjusted for mileage and optional equipment.
************** is an industry leader in vehicle valuation services who is heavily relied on by lenders, insurance companies, retail vehicle purchasers, and *** Administrators nationwide. The contract did cover your $500 insurance deductible,which was added to the Date of Loss Balance and paid to your lender.
*** made payment of $8,931.40 mailed to the lender on 12/8/23, your *** claim is completed. No additional payment will be made, your *** claim was processed correctly based on the terms and conditions *** Contract Addendum.
Thank you,
Total Warranty ServicesReview fromTee P
Date: 12/06/2023
1 starDont use this warrant services!!! They dont stand by their word! Dont used them!!Total Warranty Services
Date: 12/11/2023
We have reviewed our records and have not found an account linked to the name *********************
TWS would like to review this further with Tee and would ask you to please contact us through our main line. **************
Our business hours are Monday through Friday 8am to 7pm eastern standard time.
We hope to hear from you soon so we can discuss this and reach a resolution.
Kind regards,
Total Warranty ServiceReview fromGeorge F
Date: 11/28/2023
1 starWhat a bunch of crooks known as Total Warranty Services. The fine print in their contracts make it impossible for any car owner to get reimbursed for car repairs. I will be contacting the attorney generals office in ******* to report these crooks. Shame on you vultures!! Wish I could leave ZERO stars/Total Warranty Services
Date: 12/01/2023
A claim was initiated for this vehicle on 10/26/2023 for a reported transmission failure. Maintenance records were requested for review as outlined in this contract.
This Lifetime Powertrain contract was provided to ************ at no charge during the purchase of this vehicle. Per the contract language, for this contract to remain active, all manufacturer recommended maintenance must be completed and documented. These documents will be furnished to us upon request.
This is listed in the first section of this contract in the same size font as the rest of the contract. This contract has no fine-print stipulations. See below for contract language.
Contract states: Section 1: TERMS AND CONDITIONS Lines 5 and 6: You must keep copies of all maintenance and repair orders. Copies must indicate; customer name, repair order number, repair order date, Vehicle Identification Number, a description of your vehicle, repair order mileage, and a complete description of services performed.
We may require you to furnish us with proof that the specified services have been performed. Failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this **************** Powertrain Warranty.
On a call with ************ on 11/03/2023 he advised us that he had completed the missing services himself and logged it in his owners manual. We provided ************ with our email address so he could submit copies of the owners manual logs for review.
************ submitted printed invoices showing these repairs were completed at a local repair facility. These were hand-written on a generic form with a repair facility business card stapled to them.
TWS called the listed repair facility to verify these records. The listed repair facility informed us they use a computer to generate repair orders and do not hand-write or staple business cards to invoices. They searched their database and informed us that ************ was not in their system as ever visiting their repair facility.
This review confirmed that the submitted documents were fraudulent in nature and the claim was denied per the contractual language listed above.
Kind regards,
Total Warranty ServicesReview fromDixie B
Date: 11/07/2023
1 starCan't believe we spent nearly $2,400 for a 36 month extended warranty that is basically trash. The ultimate blame is on us for not reading every line of the document, but I blame the auto dealership as well, as our "Powertrain Wraparound Warranty - Gold Plus" was advertised to us as being a complete extended warranty of the powertrain and lots of other parts....Well, fast forward a few months. Our vehicle has a cracked oil filter housing. And according to our "Powertrain Wraparound Warranty - Gold Plus",....items in the powertrain are not covered. It's written in there - almost the last line of the paperwork, so legally they are right....but ethically they are lousy. I think the name is extremely misleading, and the coverage is garbage. We are working with the dealer for a refund. I hope I can save others the headache that we have had from this company.Total Warranty Services
Date: 11/09/2023
A claim for this vehicle was started on 11/07/2023 citing a failed oil filter housing /cooler. This part is designated as a powertrain item by Jeep.
The contract held by **************** for this vehicle is a Gold Plus Powertrain-Wrap. This contract specifically states that all powertrain items are excluded from coverage. This contract is designed to work in conjunction with separate powertrain coverage whether that be through the manufacturer or a separate powertrain contract.
Below is the contractual language for the Powertrain-Wrap purchased by **************** showing this exclusion.
Contract states: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER; Line E: ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.
TWS relies on our network of selling dealers to review our contracts with customers prior to sale and discuss with them their coverage levels. We have reached out to **************** to discuss these contract terms with him.
**************** admittedly said that he did not read our contract prior to purchase and feels that our name is misleading. He also said he understands now that this contract specifically says that powertrain items are excluded from coverage, but still does not feel this is fair.
We advised **************** that we offer contracts that provide coverage for this failure and informed him this contract could be upgraded. We encourage **************** to reach out to us with any further questions regarding this claim or contract and we will be happy to provide more information.
Kind regards,
Total Warranty ServicesReview fromJJ B
Date: 09/26/2023
1 starWorst company ever. Denied claim for a transmission problem and they can prove a code showed up. I was stuck in the middle of a very bust road with a car that wouldn't move at all but roll back down the hill. Wth!!!!Total Warranty Services
Date: 10/02/2023
On 09/13/2023 we received a call from the repair facility requesting a transmission replacement for this vehicle.
This vehicle had a recently authorized claim 7 days and 55 miles ago. This previous repair was for an axle seal that was leaking which caused the transmission to be low on fluid. We authorized this claim on 8/25/2023.
An inspection was scheduled to verify this transmission failure. TWS advised the repair facility that the inspector would contact them prior to arriving. On 09/20/2023 it was noted that the inspector had left multiple messages at the repair facility and had not received a call back. The inspection was completed on 09/21/2023.
During the inspection, this failure was unable to be duplicated and the vehicle performed as designed. TWS advised the repair facility that the failure was not demonstrated during the inspection process, and we would need further diagnostic evidence to verify the failure.
On 09/27/2023 a claims supervisor with TWS reached out to this account holder and explained these findings and what would be needed to proceed.
TWS also reached out to the repair facility on 09/27/2023 to see what could be done to verify this failure. We issued our submissions email for pictures or photos to be sent in and have not received any further information at this time.
This claim has never been denied and is pending further diagnostic information from the repair facility. TWS relies on repair facilities to provide us with accurate and complete information during the claims process. This ensures that the proper repairs are completed, and the account holders vehicle is fixed correctly the first time. Currently, we are still waiting for information from the repair facility. This claim will remain pending until we receive this information.
Kind regards,
Total warranty servicesReview fromTy F
Date: 09/15/2023
1 starI think you are a shameful company that needs to be investigated for your business practices. My car is at Sport Mazda North/ Old Cory Fairbanks. In short, I bought my car new. I work on my car myself for oil changes, air filters, etc. I have a stack of receipts with dates, photos and mileage. Each oil change is documented. All other work like tires, brakes, hoses, etc are done by the dealer. This is not acceptable with this company and denied my claim when my transmission failed EVEN THOUGH the dealer serviced the transmission, and I had those receipts. They will deny you even with one missing receipt. Anyone being offered this type of warranty from them by their dealer should be warned. We are human, people will lose a receipt over the course of eight years, life happens. Denying a claim on a well kept car that has records of everything should be illegal. And why is it so bad for me to change my own oil if I kept receipts of the filters and oil and took pictures of the mileage too? So a mechanic cannot work on his own car and have it covered by you? Shame on you for the type of business you are. I have filed a complaint with dept of agriculture. Your reps should be able to use discretion on a case by case basis. Life happens and you denied me because I changed my own oil and missing a receipt for a coolant change at 120k miles. I am human, Maybe I lost that receipt? It should have been in the stack of receipts that the dealer faxed you. My car is in impeccable condition and your rep should be able to see how well it is taken care of and the dealer has done all other maintenance on it. Business like yours should be ashamed and I can only hope you go out of business soon.Total Warranty Services
Date: 09/19/2023
****************** received a lifetime limited powertrain warranty at no cost during the purchase of this vehicle. This policy does specifically state in the terms and conditions that you must keep copies of all maintenance records and we may request these documents for review. Based on the records we have received from ******************, we are currently missing proof of 17 manufacturer recommended services.
Based on Mazdas factory recommended service schedule, engine oil and filter changes are due every ****** miles, air filters are due every ****** miles, spark plugs are due every ****** miles and coolant is due every ******* miles.
These policies do not require a vehicle to be taken to a dealer; however, the account holder is responsible for documenting all services completed as outlined in the policy.
The limited warranty states: failure to show proof that all scheduled maintenance and repairs have been performed may void coverage under this lifetime limited powertrain warranty.
As an administrator, we are obligated to enforce the terms of the warranty, a warranty that was provided at no cost by the dealer. Unfortunately,without proof of these required services, we will not be able to assist with this claim.
Kind Regards,
Total Warranty Services
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