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 47 Customer Reviews
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Review 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 ServicesReview fromEugene R
Date: 09/12/2023
1 starDont deal with this company total rip off. I had to pay **** dollars and i had gap with them from a Kia ************************** Stay away.Total Warranty Services
Date: 09/15/2023
*********************, 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.
The main contributing factor to the outstanding balance as of the date of loss is the difference in value between your primary insurance carrier and the actual cash value of your vehicle ******* As part of the *** calculation, we compare the value assigned by the primary insurance carrier and the actual cash value of the vehicle as provided by ****. In doing so,per the *** addendum, the greater value is used. Please refer to Payable Loss under the Definitions section on the *** Contract Addendum which states: The difference between the Net Payoff on the Date of Loss and the greater of:(1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle.
Your primary insurance carrier valued your vehicle at $46,074.20. The settlement amount was $45,574.20 plus the $500.00 deductible (customer responsibility). **** valued your vehicle at $51,100.00. **** was the greater amount therefore, the *** calculation used ****s value of $51,100.00.
As it relates to how the insurance company valued your vehicle, we unfortunately, are not able to comment on the value the insurance company assigned to your vehicle and recommend that you reach out to your primary carrier with further questions.
In addition, as part of the calculation of the *** amount, we deducted the service contract refund of $3,047.00, value shield contract refund of $628.89, and ultimate titanium contract refund of $1,725.00. This amount was credited to your loan by the dealership.
Please see explanation of processing below.
Explanation of Processing:
Net Payoff at time of Loss $52,885.76
Less **** at time of Loss $(-) 51,100.00
************ Contract Refund (Dealer Refund) $(-) 3,047.00
Less Value Shield Contract Refund (Dealer Refund) $(-) 629.89
Less Ultimate Titanium Contract Refund (Dealer Refund) $(-) 1,725.00
*** Benefit Calculation ($-3,616.13)
*** Contract Refund (Dealer Refund) $ 929.05
We hope this information gives you a better understanding as to how your *** claim was determined.
We will be happy to answer any additional questions regarding your file. Please feel free to contact our call center for further assistance at **************.Review fromRoger H
Date: 08/10/2023
1 starThe most pain in the *** warranty I have ever dealt with. You have to leave the car if you have a single flat. Sure they cover a rental, but that is out of pocket until they reimburse you, IF the claim is covered. No one in my tow. Wants to deal with them. Had to take it to a dealership to find someone who would entertain the idea. Then because the car is not there, they dont need it for the repair, the claim was denied and the order for my tire was cancelled. It has been almost a week and im still rolli g arou d on a space saver spare tire Save your money and just go buy road hazard from a chain tire place.Total Warranty Services
Date: 08/15/2023
On 08/03/2023, **************** called to initiate a tire replacement claim. During that phone call we advised **************** of the claims process and what was required to file a claim.
**************** is correct that we do require that a repair facility have the vehicle in their possession before a claim can be authorized without the car being present,theres no way to confirm a covered failure or if the claim is associated with the covered vehicle.
The claim submission process is simple: the repair facility simply needs to contact us once the customer brings the car in and provides us with a diagnosis and an estimate for repair. Generally, authorization for covered repairs is provided in a single phone call, and we provide payment instructions for quick virtual-credit card payment.
****************** claim was never denied. It remained in pending status while we waited for the required information to be submitted.
We received a call from ****** at Parks Space CDJR on 08/10/2023, and all required information was provided. Claim authorization was then provided within minutes.
We apologize for any frustration **************** felt during this process. We have attempted to reach out to him to discuss his concerns but have not been able to reach him.
We look forward to the opportunity of providing coverage for any future covered failures that the vehicle may experience in the future.
Kind regards,
Total Warranty ServicesReview fromCindy H
Date: 07/31/2023
2 starsWarranty only covers basic not worth the money went for my ****** mile service and was told the oil changes had been used up. I feel like this kind of stuff shouldve been discussed upon purchase of the extended warranty. So therefore its FALSE ADVERTISEMENT. Sincerely, DisappointedTotal Warranty Services
Date: 08/01/2023
We have reviewed our records and have not been able to locate Ms. ******** contract.
Our pre-paid maintenance contracts provide specific guidelines for what type of coverage is provided and when these benefits expire.
We would be happy to review this issue in a more detailed fashion if ****************** would like to provide us with her contract number or vehicle identification number.
We apologize for any frustration this has caused her and we will review this issue once more information has been provided.
Kind regards,
Total Warranty ServicesReview fromSharon B
Date: 07/30/2023
4 starsFair and Compassionate I recently contacted TWS to request a reimbursement for a covered car repair. Unknowingly, I was outside of the required time to make the request but was able to share the extenuating circumstances my family had been through to a higher-level manager. I am very grateful for the understanding and compassion shown to me and my family by that person. I did subtract a star for the interaction with the first-line supervisor who showed no understanding or compassion. She was cold and unmoved by all that I'd been through. As she spoke to me in a condescending tone, I remembered my years of management and customer service experience and was thankful that I'd had the opportunity to give others hope and a second chance. The shoe was on the other foot and I faced someone who thought themself to be a giant. Truly, I hope she never has to experience what my family has been through and needs the compassion of another. In short, her position was that the rules allowed her to deny my claim therefore she did because she could. Certainly, a reflection of inexperience and managerial immaturity. So thankful for the gentleman who listened and could see the entirety of the circumstances presented. Because of him, my overall experience was very good.Total Warranty Services
Date: 08/11/2023
We thank you for the kind words on your overall experience. At TWS, we strive to ensure every customer has a positive interaction with our team. Please accept our apologies for the initial interaction. A supervisor will be reviewing the call and using it as a teachable moment for that employee and others. If you ever need anything else, please dont hesitate to contact us.
Kind regards,
Total Warranty ServicesReview fromBrenda S
Date: 07/14/2023
1 starTerrible company. They will go through every avenue to deny your claim, even so far as to state that the mechanic at the dealership is lying about what the repair. We spoke with several different reps and with a manager. A completely frustrating experience. They talk over you, refuse to address valid points, and never call back when they are looking into the claim. Save your money. Youre going to need it to pay for *********** out of pocket.Total Warranty Services
Date: 07/21/2023
************** received a free engine-only Limited Warranty with the purchase of her 2018 Jeep Renegade. This warranty provides coverage for specifically listed items that are part of the engine assembly. The warranty requires that all repairs be authorized prior to completion, and that the administrator be allowed to examine the vehicle.
On 06/14/2023, we were contacted by ************* Dodge Jeep who requested authorization for replacement of the transmission. The transmission is not a covered item on this engine-only Warranty, therefore the claim was denied.
We then received a call from ********************************** on 07/12/2023, they informed us the vehicle needed a transmission clutch assembly and a flywheel. The transmission clutch assembly is not a covered item, however the flywheel is a listed engine component.
Due to repair costs, and differing diagnostic findings from the 2 dealerships, we informed ********************************** we would need to dispatch an independent 3rd party inspector to examine the vehicle prior to claim authorization. We were informed the repairs had already been completed.
The contract specifically states Not covered under warranty: D. Repairs, replacements, or alterations not authorized by the administrator, therefore this claim was denied.
However, as a customer service gesture, TWS will reimburse ************** $3,431.90 upon receipt of proof of payment and a copy of the finalized repair bill. This amount covers the cost of the flywheel and associated labor.
A claims supervisor will be in touch with ********************************** to obtain the needed documentation.Review fromMelissa B
Date: 07/13/2023
1 starTheir first mile wraparound warranty was sold to me with a used vehicle purchase that was for rideshare. They DO NOT cover it although it is not listed as excluded on their website pdf or service contract. False advertising.......Total Warranty Services
Date: 08/11/2023
On 07/13/2023,***************** called to inquire if vehicles used for LYFT and Uber services would be eligible for coverage. She stated she purchased this vehicle specifically to be used for this purpose.
We informed ***************** that this Platinum Powertrain-Wrap contract excludes commercial usage of any kind, and this would include being commercially used to carry passengers for hire.
In section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, the contract states:
WE WILL NOT PAY BENEFITS.22. IF YOUR VEHICLE IS USED FOR COMMERCIAL PURPOSES INCLUDING BUT NOT LIMITED TO CARRY PASSENGERS FOR HIRE (TAXI LIMOUSINE OR SHUTTLE SERVICES).
***************** requested to cancel this contract, and our records show that a full price refund was issued.
Kind regards,
Total Warranty ServicesReview fromMike M
Date: 07/12/2023
1 starWould give them a zero rating if I could.bought a used car a year ago that came with lifetime power train warranty..May 11 2023 ****** went out.dealership had to wait til there adjuster came to look at ******.ordered parts to repair it.couldnt get parts.dealership had a new ****** but they didnt want to pay for a new trannyinstead they buy a used ****** from somewhere.dealership finally gets it installed after 2 months..3 days later torque converter goes out.car is back at dealership now waiting on total warranty supplier to replace or repair ******.ask for a rental this time said they would pay $35 per day for 1 week.that I had to pay out of pocket and they would reimburse..after being patient those whole 2 months earlier without a vehicle I think this is very poor business like when dealership had part to fix it without such a long wait.now waiting for total warranty to decide.dealership still has ******.seems such an easy fix.but because they want to use salvage repair replacements Im having to suffer.if you ever have a choice to purchase an extended warranty from them..run as fast as you can in opposite direction.sorry for such a long review,,,,,suv is a 2020 Buick EnclaveTotal Warranty Services
Date: 07/18/2023
We apologize that Ms. ********** vehicle is experiencing issues again. We are extremely selective in which used part suppliers we partner with, and the vendor from whom this unit was sourced has an extremely low failure rate. The unit we provided was thoroughly inspected and had ****** less miles than Ms. ********** vehicle currently has. We were notified of the issue late in the day on Wednesday 07/12. Our vendor reached out to ******* at ******************* the following morning on 07/13, and again on 07/14 to get diagnostic information to determine the cause of the issue. They have not yet received a call back, so our vendor will make a 3rd attempt as soon as possible and will continue to follow up until we obtain the needed information. If its determined to be a failure of the part that was supplied, we will resolve the issue as quickly as possible.
A supervisor will reach out to ********************** tomorrow morning to discuss rental costs she has incurred.Kind regards,
Total Warranty ServicesReview fromwilliam s
Date: 07/11/2023
1 starThis company is a sham on their warranty they do not specify as to what standards the maintenance records are to be kept to wether its owners manual or industry it just says maintenance records so when you submit the records they get to determine if your car is repaired the warranty that they issue needs to be more concise and clear so you know what is expected as you can adhere to the warranty more closelyTotal Warranty Services
Date: 07/18/2023
******************** received a **************** Powertrain Warranty free-of-charge with the purchase of his 2013 Chevrolet Spark. To keep this coverage valid, the customer must maintain his vehicle according to the requirements listed in the Manufacturers Owners Manual. This is expressly stated on the front page of the Warranty in the Maintenance Requirements section. The exact verbiage of this second bullet point reads as follows: Your vehicle must receive all scheduled maintenance as recommended by the manufactures Owners Manual.
Upon reviewing the maintenance records that ******************** provided, it was determined that he is missing proof of 6 required services including 3 engine air filter services, 2 spark plug replacement services, and 1 cooling system service.
As the administrator of this warranty, we are bound to its terms and conditions. Unfortunately, without proof of these required services, we are unable to provide coverage.
Kind regards,
Total Warranty Services
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