Business Profile

Auto Warranty Processing

Total Warranty Services

Complaints

This profile includes complaints for Total Warranty Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

87 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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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:07/17/2025
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.

Complaint: 23616416

I am rejecting this response because:
It was not a dealer temp tag it was the dealer logo. Saying it was a temp tag is a lie. Everytime Myself and the dealer got into contact you requested something different. The day I drove my truck home from the shop after getting the used junk yard Motor installed a loud bang was heard from the engine compartment and started idling rough. The certified (dealer) repair shop stated it is an internal failure, you will not accept this. Its been 7 months without my truck and all you can do is blame the dealer for your lack of communication and junky parts. Until *** makes this right and fixes it I reject this response. I purchased the warranty in good faith that this wouldve been corrected. See your response saying the shaking could be anything is the same thing you guys continue to do. The dealer told you it internally failed but you dont believe them. The truck literally had not run right since the new junk yard engine was installed. So no your claim that it can be anything is wrong as it did even run right when I got it from the dealer. Any prudent persons could recognize this specially beings the day I got it back is the same days the loud noises and shaking occurred. You will ever convince anyone that 8 months and a junk yard motor is you guys working in good faith to honor the service contract.

**** ******
wont allow me to take it to another shop as Im stuck with this dealer -they are dragging their feet to get out of arbitration from the year of the defect.-last 8 of vin is HN563310 -I DO NOT WANT ANOTHER USED MOTOR. Im 8 months without my truck already
Business Response
Date: 07/18/2025
The original claim for this vehicle was initiated 01/31/2025 citing a failure to the engine assembly. The repair facility was requesting to replace the engine using a short block engine assembly per a service bulletin that was published by the manufacturer.

During the initial call, our Claims Adjuster requested a parts list be emailed into us so the estimate for this repair could be built into the claim.

Our adjuster also asked for photos demonstrating this engine failure. The repair facility reported that they had already taken these photos using a bore scope. *** did not receive this requested information until 02/04/2025.

The photos taken by the repair facility could not demonstrate the failure of this engine. This vehicle was then set up for an in-person inspection on 02/05/2025. This inspection was completed the next day on 02/06/2025 and the failure was able to be verified by the inspector.

During the inspection it was found that this vehicle had a dealers temporary license plate in place. Additional documentation was requested to verify ownership of this vehicle.

Maintenance records for this vehicle were also requested for review to ensure this internal engine failure was not related to a lack of manufacturer required maintenance. This additional documentation was provided on 02/17/2025 and the claims process could continue.

This claim was reviewed by a supervisor and authorized 02/18/2025. After making numerous attempts to contact the repair facility, totals and authorization were provided to the repair facility on 02/19/2025. (20 Days after claim was originally initiated)

On 04/09/2025 (49 Days Later) the repair facility called TWS to provide an update on this repair. They advised us that they had begun to tear down this vehicle for repair and found an excessive quantity of metal in the engine oil. They were now requesting an entire engine assembly to complete this repair.

The repair facility was requesting to install a used engine that they were sourcing to complete this repair. This claim was again reviewed by a supervisor and was re-authorized on 04/18/2025 using the repair facilities used engine assembly.

On 04/28/2025 (10 days later) the repair facility called TWS to advise us that the used engine they were attempting to source for this repair was no longer available.

TWS was able to source a used engine with significantly less mileage than the vehicle to complete this repair. This engine came with a 12-month, 12,000-mile warranty that matched the manufacturers warranty for new parts. This engine was ordered on the same day (04/28/2025) and this claim was again placed back in authorized status.

On 05/12/2025 the repair facility called to add several one-time use parts to the claim. These parts were authorized the same day.

On 05/28/2025 the repair facility called to add an Oxygen sensor to this repair. This addition was reviewed and authorized.

This vehicle was brought into a repair facility on 06/23/2025 for a rough idle condition. This type of condition can be caused by numerous different types of failure and does not necessarily indicate that there is a failure to the engine assembly.

A compression test shows the engine is within manufacturers specification. The repair facility has not shown a direct cause of failure, and they do not know what has caused this engine to run rough.

As of today 07/18/2025, a TWS adjuster has spoken to the repair facility, and they are going to attempt to properly diagnose this vehicle and provide us with information regarding the current failure.

This contract allows the customer to take their vehicle to any reputable repair facility and does not require this customer to use a particular repair facility as stated in this complaint.

As outlined in the timeline above this claim was originally authorized by *** 20 days after all the information was verified on this claim. TWS has quickly reviewed all additions to this claim and provided authorization in a timely manner.

We recommend the customer reach out to the repair facility directly to discuss any delays that may have come up during the repair process.

Kind regards,

Total Warranty Services
Business Response
Date: 07/22/2025
The engine that was sourced by *** to complete this repair had the same 12 month,12,000-mile warranty as the engine that was requested by the repair facility.

This contract specifically says that New, Remanufactured, Used, or Non-OEM Manufactured parts may be used to complete repairs approved on this contract. This is in bold under the section Key Terms. See below.

CONTRACT STATES: I. KEY TERMS
At the Providers option, the Administrator may use replacement parts in covered repairs that may include new, remanufactured, used or non-original equipment manufactured parts.

As stated in our previous response, the engine sourced for this vehicle had significantly less miles than the vehicles current odometer reading. This part is a reasonable and fair solution for this repair and is allowable per the terms of this contract.

Total Warranty Services has fulfilled its contractual obligation regarding the usage of parts on this claim.

For due diligence we have also followed up with the repair facility to get further information regarding this new reported failure and the repair facility does not have an update at this time.

Kind regards,

Total Warranty Services
Customer Answer
Date: 07/22/2025

Complaint: 23616416

I am rejecting this response because: I purchased this warranty in good faith hoping this company would fulfill the contractual agreement. They have done nothing but delay the process and lie. Like the temp tag not sure where this one came from. Ive been without my truck for almost 7 months due to your failure to source good quality parts. The truck doesnt run after the junk motor was put in. And you still think youve fulfilled the contractual agreement? 7 months without a vehicle and thousands of dollars in a rental car for your unfaithful business practices. Consumers purchase the warranty in hopes of avoiding this exact thing. Youre in the business to do it as cheap as possible at the consumers expense. Youll never convince someone 7 months without a vehicle is your idea of full-filling the contractual agreement, specially putting in a junk motor. I will reject your responses until this is made right. The dealer doing the work is the same dealer that sold me this extended warranty. Every step of the way you guys have put up road blocks. Saying I had a dealer tag?! , asking the dealer to take multiple steps when they sent pictures of a scuffed cylinder wall. As soon as I got the truck home, I heard a loud banging from the engine and now it idles rough. But yet you are requiring the dealer to tear it a part to figure whats wrong with the junk yard motor. The dealer is now wondering whos gonna pay for all this time. The dealer is a certified ****** dealer with a repair shop that sells YOUR warranty. Any reasonably prudent person would also agree with your incompetence in having the consumer wait 7 months to just put in a junk yard motor.
Sincerely,

**** ******
Initial Complaint
Date:07/02/2025
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.

Complaint: 23547537

I am rejecting this response because:

Your response states that my claim was denied based on (1) the classification of the failures as powertrain-related, which you assert are excluded under my extended contract, and (2) alleged lapses in maintenance under the Lifetime Powertrain Warranty due to missing records. I must respectfully disagree with both conclusions.

1.
Powertrain Coverage Under the ******* Mile Warranty

Nowhere in the service contract that I received for the ******* mile / 72-month warranty does it clearly state that Powertrain-related failures are excluded. Had this limitation been disclosed prior to purchase or clearly presented in the contract language, I would have had the opportunity to make an informed decision. It is misleading and unreasonable to broadly exclude the most significant and costly components while labeling the coverage as a Powertrain-Wraparound, which implies inclusion rather than exclusion.

2.
Maintenance Compliance with Manufacturer Standards

I have consistently followed the Ford-recommended *************** Life Monitoring (IOLM) system, which is explicitly designed to guide service intervals based on actual driving conditions. I trusted Fords system and advice provided by certified technicians who reinforced this method. To now retroactively deny coverage by defaulting to a static mileage-based interval not actively enforced or required by **** creates an unfair standard that most consumers would not reasonably expectespecially when professional guidance and technology suggest otherwise.

Furthermore, the vehicle was regularly serviced at certified facilities with documentation available for review. To penalize me for a minor deviation or a difference in interpretation of the owners manualespecially when the guidance I followed came from qualified professionalsis an unreasonable and rigid application of your terms.

3.
Lack of Transparency and Support

There has been very little effort on TWSs part to work with me toward a fair resolution. My understanding of my warranty coverage was based on the information provided at the time of purchase, and I acted in good faith by maintaining the vehicle and submitting accurate service documentation. The denial feels less like a fair adjudication and more like a technicality used to avoid honoring a legitimate claim.

In Good Faith ******* for Reconsideration:
I am not asking for a refund or special treatmentonly that the warranty coverage I paid for and was promised be honored based on my good-faith adherence to manufacturer-recommended service practices. I request a full reconsideration of this claim, ideally reviewed by a supervisor or appeals committee, with a focus on:

The lack of clearly disclosed powertrain exclusions in the extended warranty;
The reasonableness of following Fords IOLM system;
The fairness of denying a claim due to a technicality not directly linked to the failure in question.

Sincerely,

***** ******
onored.
Business Response
Date: 07/02/2025
A claim was initiated for this vehicle on 05/13/2025 citing failures to the Variable Valve Timing Actuator (Phaser) and the Rear Differential Pinion Seal. Both failures are considered Powertrain related failures by the manufacturer.

This account holder has 2 active contracts with TWS. See below for more information.

This contract is a Platinum Powertrain-Wrap contract. This contract specifically excludes any Powertrain related failures from coverage. The failures in this claim are not eligible for coverage on this contract. See contract language below:
III. WHAT THIS SERVICE CONTRACT DOES NOT COVER E. ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.

The second contract is a **************** Powertrain Warranty that was provided to the customer at no cost during the purchase of the vehicle. This Warranty does have eligibility for powertrain-related failures, and this is the Warranty the claim in question was initiated on.

This **************** Powertrain Warranty states that to remain active ALL manufacturers required maintenance must be completed as outlined in the owners manual. This Warranty also says that the customer is responsible for keeping copies of all maintenance records and to provide those records to TWS upon request. See below for Warranty language.

Warranty States: TERMS AND CONDITIONS

MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain
Warranty valid, you must follow the maintenance procedures listed below.
Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
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.

TWS requested the maintenance records for this vehicle be sent for review on 05/13/2025. *** received the maintenance records for this vehicle and completed our review on 05/14/2025.

During this review it was found that this vehicle had missed 3 manufacturers recommended Lube, Oil, and Filter services, and 1missing / late Air filter replacement. A total of 4 missing records. This was reviewed with the repair facility and discussed by them with this customer.

On 05/15/2025 the customer called TWS and spoke to one of our claims adjusters regarding the maintenance evaluation. This claim is noted that during this call the customer advised us that they were told by a dealer that the oil only needed to be changed when a service light came on and that there was not a mileage requirement for this vehicle Lube, Oil and Filter services to be completed.

During this call we advised the customer that for this ****************** to remain valid, the manufacturers requirements must be followed and the recommendation made by that individual repair facility did not match manufacturer specifications as outlined in the owners manual.

We spoke to the customer again on 07/02/2025 via phone and this information was reiterated. The claim is noted that the customer understood that they may have been provided with incorrect information regarding the service interval on this vehicle from a repair facility. The customer expressed frustration on this call for being told the incorrect information by this repair facility.

TWS adjudicates claims using the language contained within the Warranty / Contract. Per the terms and conditions listed above this claim was correctly denied due to a lack of maintenance as outlined in this vehicles owners manual.

Kind Regards,

Total Warranty Services
Business Response
Date: 07/07/2025
Below you will find our responses, in numerical order, to each individual concerns.
As stated in our previous response, the Powertrain Wraparound Contract (******* mile / 72-month) (V0638273) that is held on this vehicle specifically states that Powertrain related failures are not eligible for coverage.

This contract is specifically designed to wrap around a separate powertrain coverage and provide eligibility for non-powertrain items. This was clearly outlined in our previous response, and I will attach a screenshot from the actual contract showing where this is stated.
The Contract States: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER E. ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.

While this vehicle is equipped with a service reminder light, the owners manual also clearly outlines that this vehicle should not travel any further than ****** miles or one year without an oil service. I have attached a screenshot directly from the **** owners manual for this vehicle in my attachment.
The records provided to TWS show that this vehicle went from mileage ***** to mileage ****** without a Lube, Oil, and ********************* (****** miles)
These records also show that the vehicle went from mileage ***** to ***** without a ************ (****** miles)
These records also show this vehicle also went from mileage ****** to ****** without an ************ (17,312)

These overages are not considered a minor deviation and do not follow what was required by the manufacturer in terms of maintenance on this vehicle.
As stated in our previous response, this **************** Powertrain Warranty specifically states that All manufacturer recommended services must be completed as outlined in the owners manual. This requirement has not been met as outlined in the terms and conditions of this Warranty. This **************** Powertrain Warranty was provided to the customer AT NO COST during the purchase of this vehicle.
These findings are not based on technicality or interpretation but on the contractual language present in both contracts.
If the customer can provide additional maintenance records for review to show that some of these missing / late services were completed, TWS would be happy to review them and this claim.
We would be happy to discuss this with the customer on a phone call if they would like more information and ask them to contact us through our main phone line to speak to a customer service representative.

Kind regards,

Total Warranty Services
Initial Complaint
Date:07/01/2025
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.

Complaint: 23541497

I am rejecting this response because:
TWS continues to state that 5 records are missing. I have attached all services again. 1 record has the incorrect odometer reading. Other than that record, all are correct and accurate. Stating that 5 are missing is not accurate. It appears that everything possible is being done to prevent covering this repair. It's sad that customers, especially veterans have to deal with this type of customer service!

Sincerely,

**** **********
our vehicle until its approve. The is nothing left to provide and no reason for non approval at this point. 2021 **** expedition VIN *****************.
Business Response
Date: 07/01/2025
A claim was initiated for this vehicle on 06/16/2025 citing a failure to the transmission assembly.

This **************** Powertrain Warranty was provided to the customer at no charge during the purchase of this vehicle. This warranty specifically states that to remain active, allmanufacturer recommended services must be completed as outlined in the vehicles owners manual. See below for actual warranty language:

WARRANTY STATES:
MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain Warranty valid, you must follow the maintenance procedures listed below.

Your vehicle must receive all scheduled maintenance as required by the manufacturers Owners Manual.
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.

Our mechanical claims adjuster requested these records during this initial phone call.

TWS initially received maintenance records for review on 06/19/2025. During review it was found that a total of 10 required manufacturer services were missing as outlined in the owners manual.

Several of the submitted maintenance records were missing the required vehicle information as outlined in the Warranty language listed above. This missing information made these records invalid for verification per this warrantys terms and conditions. The repair facility was notified of these findings and asked to provide additional documentation.

Additional maintenance documentation has been submitted to TWS two additional times for review. After reviewing the latest document submission there are currently 5 missing manufacturers required maintenances.

This claim has never been denied and is currently in Pending status awaiting further maintenance documentation. TWS will be happy to review any further documents provided by the customer related to this claim.

If the customer has any questions regarding these missing maintenance records, we ask them to call us on our main line at **************.Our hours of operation are Monday Thursday 8am to 7pm EST and Friday 8am to 6pm EST.

Kind Regards,

Total Warranty Services
Business Response
Date: 07/02/2025
*** is responsible for administering claims according to the language written in the Warranty / Contract.
It is clearly outlined in this Warranty that ALL services must be completed as outlined by the manufacture. There are clear requirements that are outlined in the Warranty regarding what should be contained within a maintenance record document.
This warranty says: 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.
For example,one of the records that have been submitted by this customer for review is attached.
This record does not have the Customer name, vehicle VIN number, vehicle description or repair order number.
There is no way to verify that this document is connected to the customers vehicle. These requirements are clearly outlined in the warranty.

As previously stated, this claim has not been denied. *** would be happy to review additional documents if they are submitted and meet this Warrantys requirements.
We encourage this customer to call and speak with our customer service representatives if they have any further questions regarding this claim.

Kind regards,

Total Warranty Services
Customer Answer
Date: 07/02/2025

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:06/24/2025
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.

Complaint: 23515020

I am rejecting this response because:
Subject: Response to Business Reply BBB Complaint ID ********
Dear BBB Representative,
Thank you for forwarding the response from Total Warranty Services regarding my complaint.
I respectfully disagree with their position and would like to clarify the situation:
The only possible scenario where Total Warranty Services' explanation would hold true is if ***** ******* ********** in ******, IL the authorized repair facility cleared the diagnostic codes without properly resolving the underlying issue. This would have temporarily allowed the vehicle to run, giving the appearance that the problem was addressed, while in reality, the condition persisted and ultimately worsened.
At no point was the vehicle knowingly driven in an overheated or unsafe condition by the consumer. The vehicle was immediately taken in for service when the issue first appeared. If the vehicle continued to log overheating conditions afterward, it was due to either the repair facilitys failure to properly correct the issue or miscommunication on the part of the service provider not negligence by the driver.
This outcome unfairly penalizes the consumer for a situation that was out of their control and is not a reasonable application of the Your Responsibilities clause cited in the warranty. The consumer took appropriate steps to seek professional repair, and any continued issues were the result of the repair facilitys handling, not a willful disregard of the vehicles condition.
I respectfully request that this claim be reconsidered in light of these facts.

Sincerely,

******** ******
************************
Smithfield, IL 61477
immediately began misfiring and ultimately shut off. The car ran briefly for a couple of days but then overheated while driving home from ******. I pulled over immediately and had the vehicle trailered home, then trailered again back to ***** for further ************* that point, ***** diagnosed coolant in the oil and a valve stuck open, suggesting potential engine damage. However, Total Warranty Services denied the claim, citing that the vehicle was driven excessively while overheating.I dispute this claim entirely. The car was not driven after overheating; it was immediately pulled over and trailered home and to the shop. Their denial appears to be based on assumption, not fact. No investigation or evidence was presented that justifies the denial based on excessive driving after overheating.
Business Response
Date: 06/25/2025
A claim was initiated for this vehicle on 05/27/2025 citing a failure to the engine assembly.

The initial report from the repair facility was that the vehicle had a check engine light present and multiple diagnostic codes stored in the system related to overheating. The vehicle was found to be very low on coolant and the repair facility reported that the engine had obvious signs of being overheated.

An inspection was set up to verify this failure and the extent of damage to the engine on this vehicle. This inspection was completed by a third-party inspection company on 05/30/2025.

During the inspection it was found that this vehicle had 9 diagnostic trouble codes stored in the system. 7 of these codes were related to the engine failure and 2 of the codes were directly related to the vehicle being operated while overheating.

The vehicles onboard computer logged the first overheat condition at mileage ******* miles. The data from the online computer shows the vehicle was turned on 19 more times after this overheating condition occurred and had been driven an additional ***** miles during this failure.

The vehicles current mileage was verified during inspection to be 66856. The codes in the system did create a warning for the driver in the form of the check engine light being on. This was confirmed by the repair facility.

Furthermore, the driver of the vehicle stated in their complaint to the repair facility that the vehicle was not running normally and was running rough with the check engine light on.

This continued operation during the overheating failure is the direct cause of the catastrophic damage that occurred to this engine.

This contract specifically states under section: VI.YOUR RESPONSIBILITIES
If You experience a Breakdown, you agree to 1. Use all reasonable means to protect Your Vehicle from further damage.

The information provided by the repair facility and the findings during the inspection clearly show this vehicle continued to be driven for an extended period of time during a failure that was known by the driver. Per the terms and conditions of this contract, this claim has been correctly denied.

Kind regards,

Total Warranty Services
Customer Answer
Date: 06/25/2025
Subject: Response to Business Reply BBB Complaint ID ********
Dear BBB Representative,
Thank you for forwarding the response from Total Warranty Services regarding my complaint.
I respectfully disagree with their position and would like to clarify the situation:
The only possible scenario where Total Warranty Services' explanation would hold true is if ***** ******* ********** in ******, IL the authorized repair facility cleared the diagnostic codes without properly resolving the underlying issue. This would have temporarily allowed the vehicle to run, giving the appearance that the problem was addressed, while in reality, the condition persisted and ultimately worsened.
At no point was the vehicle knowingly driven in an overheated or unsafe condition by the consumer. The vehicle was immediately taken in for service when the issue first appeared. If the vehicle continued to log overheating conditions afterward, it was due to either the repair facilitys failure to properly correct the issue or miscommunication on the part of the service provider not negligence by the driver.
This outcome unfairly penalizes the consumer for a situation that was out of their control and is not a reasonable application of the Your Responsibilities clause cited in the warranty. The consumer took appropriate steps to seek professional repair, and any continued issues were the result of the repair facilitys handling, not a willful disregard of the vehicles condition.
I respectfully request that this claim be reconsidered in light of these facts.
Sincerely,
******** ******
************************
**********, IL *****
Business Response
Date: 06/27/2025
As outlined in our previous response, the failure to this vehicles engine was a direct result of being driven for an extended period of time during a known overheating condition.

The repair facility did not clear the diagnostic trouble codes that were present,and the data pertaining to these codes was sent to TWS for review. This date shows this vehicles engine reached a temperature of 307 degrees Fahrenheit while being driven. The presence of these codes has been verified along with the check engine light being on to alert the driver there was in fact an issue.

TWS relies on the report provided by the repair facility, along with reports that are provided by third party inspection companies to review and adjudicate claims. This contract allows the customer to take the vehicle to the repair facility of their choosing as long as it is a reputable repair facility / business. If the customer feels like there may have been an issue with the handling of this repair by the repair facility, we recommend they discuss this matter with the repair facility directly.

This claim has been reviewed and adjudicated per the contracts terms and conditions and will remain denied at this time as discussed in our previous response.

Kind Regards,

Total Warranty Services
Customer Answer
Date: 06/27/2025

Complaint: 23515020

I am rejecting this response because:

Subject: Rebuttal and Request for Reasonable Resolution BBB Complaint 23515020
Dear BBB Representative,
Thank you again for allowing me the opportunity to respond. I understand Total Warranty Services (TWS) position but must respectfully reiterate my disagreement, and I encourage a reasonable and fair review of this matter considering the circumstances.
Key Clarifications:
Check Engine Light vs. Immediate **************start="699" data-end="702"> TWS seems to assume that the presence of a check engine light automatically requires a driver to immediately cease all operation, regardless of road conditions, location, safety, or availability of assistance. This is not a reasonable or practical expectation for an everyday consumer. It is common practice and frankly necessary for safety to safely pull over, assess the situation, and in many cases drive a short distance to a secure location or home before arranging for towing or repairs.
Reliance on Repair Facility and *************************start="1258" data-end="1261"> Upon experiencing abnormal vehicle behavior and indicator lights, I promptly sought professional service at ***** ******* *********** a reputable repair facility. Any subsequent engine readings or data logs occurred after their service and were either a result of incomplete or unsuccessful repairs or unaddressed issues. The warrantys reasonable means to protect clause was fulfilled by my seeking immediate professional diagnosis and repair. It is unreasonable and inequitable to penalize the consumer for issues arising after a certified shop performed (or possibly failed to perform) repairs.
Recommendation to Address with *************************start="1918" data-end="1921"> While TWS suggests I take this up with *****, that does not excuse their own obligation under the warranty agreement to cover failures unless they can conclusively demonstrate intentional neglect or misuse by the consumer which has not been shown here.
Overheating *********************************start="2222" data-end="2225"> Data logs indicating that the vehicle was turned on 19 times and driven 185 miles do not inherently prove the driver knowingly operated the vehicle while actively overheating. A check engine light does not always equate to overheating. Without documentation of active driver warnings (such as flashing temperature lights, audible alerts, or dashboard warnings of engine overheating, stop immediately), it is speculative to attribute malicious or negligent intent to the consumer.
Reasonable Path Forward:
I am not asking TWS to accept blind liability, but I am asking for a reasonable resolution that acknowledges both parties positions and the reality of the situation:
Either approve the claim under the coverage terms given the consumers reasonable attempts to address the issue properly through a certified repair facility or Participate in a good-faith compromise, such as covering a fair portion of the engine repair costs or authorizing a second opinion inspection at a mutually agreed-upon independent facility to fairly assess whether consumer negligence or repair facility error was the primary cause.
Closing:
I urge Total Warranty Services to reconsider its strict interpretation of this situation in favor of a fair and customer-respecting resolution, consistent with good business ethics and the warrantys original purpose to provide peace of mind and support for unforeseen mechanical failures.
Thank you for your consideration.
Sincerely,

******** ******
************************
******************************
Initial Complaint
Date:06/18/2025
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 truck is under an extended warranty by *** their supposed to be cover for a new engine block that got approved by them. They said they would try to source the part but when they found one they refused to pay for it and said they were just gonna wait for one to be manufactured which could take two months which Ive already been without my car for 2 months already and they told me they could only cover 10 days for a rental. This inconvenience has really been putting a dent in my pockets so much that Ive had to pick up a second job just to be able to pay for Ubers and Lyfts back and forth to work. The total fix for the truck comes up to ****** dollars but my deductible is only 100 dollars. My truck is a 2017 **** f-150. VIN number is *****************.
Business Response
Date: 06/19/2025
A claim was initiated for this vehicle on 04/30/2025 citing a failure to the engine assembly.

This claim was reviewed and authorized on 05/08/2025 in the amount of $11,408.50 for the engine replacement on this vehicle.

On 05/22/2025 the repair facility called Total Warranty Services to advise us that the engine they ordered to complete this repair is on back order. The repair facility asked if we could pay an additional $3500.00 over MSRP so they could buy a similar engine from another dealer.

We advised the repair facility that TWS could only authorize up to MSRP for the engine as outlined in the contract language. See the actual contract language below.

I. KEY TERMS
Cost These charges shall not exceed the manufacturers suggested retail price for parts

The requested $3500.00 is not a customary fee in the normal course of business and this type of add on fee is not eligible for coverage on this contract.

As a customer service gesture, a TWS claims adjuster reached out to the repair facility to get an update on the estimated time of arrival for the engine. TWS was informed that the engine arrived at the repair facility the day before this complaint was filed.

We recommend the customer contact the repair facility to further discuss the timeline for this repair to be completed.

The customer can also feel free to contact us on our main phone line at **************. Our hours of operation are Monday Thursday 8am to 7pm EST or Friday 8am to 6pm EST.

Kind regards,

Total Warranty Services.
Initial Complaint
Date:06/10/2025
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.
I am submitting this message as a formal follow-up to my original complaint against Total Warranty Services / First Mile *** regarding a bad-faith underpayment of *** coverage benefits following the total loss of my 2022 **** F-150 (VIN: *****************).

Legal and Contractual Objection

You asserted that the *** terms allow you to apply a refund from my extended service contract toward reducing your *** liability. That claim is incorrect, misleading, and legally invalid for the following reasons:

1.
You are not a party to the ****************************************************************************************** Contract was a voluntary, separately purchased agreement made between me (**** *******) and ***************
Your entity (TWS / First Mile) is not named, not assigned, and has no legal interest in the terms, refund rights, or enforcement of that contract.

2.
Your *** Addendum language is being misapplied

Your contract defines the *** benefit owed as the difference between the Net Payoff and ***************** Settlement as of the Date of Loss.
The refund from ******* did not exist, was not assigned, and was not processed as of the March 27, 2025 date of loss.
Your attempt to retroactively reduce the *** liability 60+ days later by illegally claiming refund money from a third-party contract is a breach of your own contract terms.

3.
You cannot seize funds not yet paid or assigned

The Veritas refund is still pending and under dispute.
You claimed it as a credit before it was issued, violating:

UCC 9.615(d) Prohibits use of unrelated or surplus proceeds not assigned.
Texas Admin Code 77.72(d)(2) Refunds must be returned to the borrower when the lien is extinguished.
Case law (e.g., ***************** In re ******) prohibits third parties from seizing unrelated refunds after the underlying secured obligation has been satisfied.

4.
Bad-Faith Claims Handling

This matter has now exceeded 75 days since the date of loss (March 27, 2025), without appropriate payment.
You have unilaterally, and without authorization, reduced my *** payout by funds you do not possess and have no right to.
This is a clear act of bad-faith conduct, misrepresentation, and may qualify as a Deceptive Trade Practice under Texas law.

FINAL DEMAND

I formally demand that you:

Immediately issue full payment of $8,919.02 per the correct *** calculation as of March 27, 2025.
Remove the $3,441.73 deduction, which is unauthorized and unsupported by the contract or law.
Provide written confirmation that no further unauthorized offsets will be made.

You have five (5) business days to comply. If not, I will proceed with:

My pending complaints with the Texas Attorney General, CFPB, BBB, and
Initiate legal review for civil action under the Texas DTPA and contract law.

Additional Details:

Since my original complaint, I have received a second letter dated June 11, 2025, confirming that Total Warranty Services deducted $3,441.73 from my *** benefit calculation. This deduction was allegedly related to a refund from a separate, voluntary extended service contract with ************** Protectiona contract for which:

Total Warranty Services is not a party, assignee, or beneficiary, and No refund has been received or authorized to TWS or my lender, *****************

This practice is both deceptive and unsupported by the *** contract terms, which promise coverage up to 150% of the loan balance as of the date of loss (March 27, 2025). Instead, TWS appears to be withholding payment months later, based on a speculative refund from an unrelated contract.

Supporting Evidence Uploaded:

*** contract showing benefit calculation terms.
Loan payoff letter confirming remaining balance at time of loss.
Formal legal objection email (sent to TWS).
Escalation summary to ************** regarding improper deductions.

Additional Action:
I have also filed complaints with:

The ****************************** Consumer Protection Division
The Consumer Financial ***************** (CFPB

Request:
I respectfully request the BBB assist in pressuring Total Warranty Services to issue the full *** benefit without unauthorized deductions and to cease their current delay tactics.

Thank you for your continued assistance in helping resolve this matter.

lly ********* *** contract states coverage up to 150% of the vehicles loan balance. However, instead of fulfilling this provision, the company has delayed payment for over two months and applied an improper deduction not authorized by law or contract.I have contacted Total Warranty Services multiple times since May 30, 2025, and provided them with documentation from my lender confirming that the refund has not been received. Despite this, the company has failed to respond with any correction or explanation.Desired Resolution:I am requesting that Total Warranty Services / First Mile ***:Recalculate and issue the full *** benefit of $8,919.02 without applying the $3,500 deduction.Provide written confirmation that the improper deduction has been removed and the claim fulfilled in accordance with the contract.This is a clear case of bad-faith handling and potential misappropriation of a third-party refund. I am seeking immediate resolution before
Customer Answer
Date: 06/13/2025
LEGAL NOTICE OF INTENT TO FILE SUIT UNDER TEXAS DTPA
**** C. *******
604 W. Pink Bugambilia
*****, TX 78577
**************
***********************
June 11, 2025
To:
Legal Department
Total Warranty Services / First Mile ***
P.O. Box 810187
********************
**************************************************
************************************************
RE: Notice of Intent to File Suit Breach of Contract, Bad Faith ******** and Violation of the Texas Deceptive Trade
Practices Act
Claim: *** #G1455845
Vehicle: 2022 **** F-150 XLT | VIN: *****************
Date of Loss: March 27, 2025
Primary Carrier Payout (****): $42,286.46
Remaining Payoff per Lienholder (****** FCU, May 30, 2025): $8,919.02
*** Contract Obligation (Net Payoff): $51,205.48
Total *** Paid by TWS: $6,686.16
Unpaid *** Balance: $3,441.73
To Whom It May Concern,
This letter serves as a formal Notice of Intent to File Suit under the Texas Deceptive Trade Practices Act (DTPA),
along with claims for breach of contract, unjust enrichment, and bad-faith handling of an insurance-related contract.
You have materially breached your obligation under *** Contract #G1455845 by improperly deducting a $3,441.73
Dealer Refund for a ************************ Contract that:
1. Was not canceled or refunded at the time of loss (March 27, 2025);
2. Was never received by the lienholder, dealer, or customer as of your May 30, 2025 *** decision date;
3. Was a separate, voluntary service contract not included within your contractual rights;
4. Was not assigned to you or authorized for deduction;
5. Was improperly applied retroactively, contrary to the Date of Loss obligations in your own contract language.
In fact, *********************************, the named lienholder, confirmed in writing that:
We have not yet received payout amounts or funds for either the *** or Extended Warranty Mr. ******* is disputing
the extended warranty deduction from *** and I have advised that this will need to be discussed directly with them.
(****** ********, ****************, June 6, 2025)Legal & Contractual Violations:
1. Breach of *** Contract Terms:
Your own *** Addendum states the Net Payoff is based on the unpaid balance as of the Date of Loss, excluding only
recoverable refunds.
The Veritas refund was not recoverable or received by any party by the Date of Loss (March 27, 2025) or the ***
calculation letter (May 30, 2025).
2. No Contractual Standing over Veritas Refund:
You are not a party to the ******* contract.
The contract does not grant *** any authority or right to preemptively seize or deduct these funds.
Refunds cannot be deducted unless delivered or assigned, which this refund was not.
3. Violation of Texas Law & UCC:
Texas Administrative Code 77.72(d)(2): Refunds from canceled service contracts must be paid to the borrower once the
lien is satisfied.
UCC 9.615(d): Surplus or unrelated proceeds must be returned to the debtor.
Case law: In re ******, ***************** In re ******** Deduction of unassigned refunds or non-lien-related proceeds is
unlawful.
Vehicle Disclosure
You calculated the value of the loan and *** claim as if this was a stock **** F-150. However, the refinanced vehicle was
upgraded and disclosed at the time of financing and included in the loan value:
Total Disclosed Upgrades: $17,650$20,000, financed and reported to RefiJet.
Your *** valuation disregarded this, undercutting the *** and Net Payoff context.
Final Opportunity to Cure
To avoid legal action, you must do the following within five (5) business days:
1. Reverse the $3,441.73 refund deduction.
2. Issue the full remaining *** benefit ($3,441.73) to the lienholder or myself.
3. Confirm in writing that no further deductions will be made.
4. Provide documentation showing where the Veritas refund was received and who processed it.
Filing Notice
If I do not receive a full resolution by June 18, 2025, I will immediately proceed to:
File a civil claim under the Texas DTPA and breach of contract,
Pursue damages including legal fees under ***** DTPA, and
Escalate via the Texas OCCC, Texas Attorney General, and CFPB.
You may contact me directly at *********************** or **************. All future responses should be in writing.

Business Response
Date: 06/20/2025
Mr. ************** you are aware, in addition to the complaints you submitted to the Better Business Bureau, you sent correspondence directly to Total Warranty Services (TWS). We sent responsive correspondence directly to you on two (2)occasions. Relevant excerpts from the same are noted below. Please note that capitalized terms used herein and not otherwise defined shall have the meanings set forth in the First Mile Guaranteed Asset Protection Contract Addendum G1455845 (*** Addendum).

June 11, 2025 Correspondence

We have conducted a thorough second review of the claim and have determined that it was processed in accordance with the *** Addendum. As an initial matter, please note that the *** Addendum is a debt waiver whereby some or all of the remaining loan balance may be Waived, subject to the terms and conditions of the *** Addendum. It does not guarantee that the entire loan balance will be Waived in the event of a Total Loss.

First, we would like to address the language on page 1 of the *** Addendum which states [t]he Waivable Loss will not include any amount financed in excess of150% of the **** Power average retail value for used vehicles on the Date of Contract. To be clear, this language would only have applied to the claim if the amount financed was in excess of150% of the **** Power average retail value for used vehicles on the Date of Contract. However, you financed $55,874.79, and the average retail value on the Date of Contract was $45,275.00 (per **** valuation sheet previously sent to you). Since $55,874.79 is notin excess of 150% of $45,275.00 (i.e. greater than $67,912.50), this language is not applicable to this particular Waivable Loss calculation.

Furthermore, page 1 of the *** Addendum states that [i]n the event of a Total Loss to the Covered Vehicle, We agree to Waive the Waivable Loss, subject to the terms and conditions herein. Page 2 of the *** Addendum provides the following relevant definitions:

Waivable Loss 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 (ACV) The retail value of the Covered Vehicle, on the Date of Loss, as established by the Primary Carrier.

Net Payoff The unpaid balance, as of the Date of Loss, as represented by Your original payment schedule of the Contract, subject to the terms and conditions stated in this *** Addendum. The unpaid balance does not include any unearned finance charges; late charges; any Delinquent Payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage,pre-paid maintenance, or service contracts) that are owed by You on the Date of Loss; and amounts that are added to the unpaid balance after the Date of Contract. (Emphasis added).

Accordingly,the Waivable Loss was correctly calculated as follows:

Net Payoff, as of the Date of Loss $ 52,414.35
- Primary Carrier Settlement $ 42,286.46
- Service Contract Refund (paid to Lienholder by Dealer) $    3,441.73
Waivable Loss $    6,686.16

To address your concern regarding the service contract refund, the terms of the *** Addendum require that the related refund is paid to the Lienholder by the Dealer. Specifically, the definition of Net Payoff states that [t]he unpaid balance does not include anyrefundable charges (including, but not limited toservice contracts). (Emphasis added). As the service contract refund is a refundable charge per the Net Payoff definition, the *** Addendum requires that it be subtracted from Net Payoff when calculating the Waivable Loss.

              In light of the above, the Waivable Loss totaling $6,686.16 (comprised of two checks for $6,627.89 and $58.27, respectively), has been tendered to the Lienholder in accordance with the terms of the *** Addendum.

June 18, 2025 Correspondence

Please be advised that when you bought the vehicle, the cost of the service contract that you also purchased ($4,430.00) was included in the total amount financed by your Lienholder. You agreed to repay that cost to your Lienholder, so a portion of each loan payment that you made was applied toward the repayment of the service contract cost. Following the Date of Loss, it was confirmed that you had not yet repaid the total cost of the service contract to the Lienholder.Accordingly, the pro-rated refund was paid to the Lienholder to satisfy the remaining amount that you owed for the cost of the service contract.
Separately, we contacted your Lienholder on June 17, 2025. We were advised that your outstanding loan balance has been paid in full, and there was a surplus of $1,412.36 on your loan account. Your Lienholder also confirmed that the surplus amount was already paid to you. If the refund had not been paid to the ********** as described above, you would still have a remaining loan balance,which you would be responsible for paying.
Lastly, to address your concerns regarding the valuation of the vehicle, please note that this valuation was assigned by your Primary Carrier. Pursuant to the *** Addendum,TWS is required to use your Primary Carriers valuation to calculate Waivable Loss. If you have any questions regarding their method of valuation, please contact your Primary Carrier directly.
Customer Answer
Date: 07/02/2025

Complaint: 23452121

I am rejecting this response because:
Subject: *** Claim Dispute Response to June 11 and 18 Correspondence (Addendum G1455845)

Dear Total Warranty Services,

Thank you for your correspondence dated June 11 and June 18, 2025, regarding my *** claim under Addendum G1455845.

After reviewing your explanation and comparing it to the facts of the transaction, several discrepancies and unresolved concerns remain. I am requesting a formal re-evaluation of the claim decision based on the following material issues:

1. Timeline Discrepancy Refund Application vs. Claim Determination

Your response asserts that the Service Contract refund of $3,441.73 was deducted from the Net Payoff to calculate the Waivable Loss. However, your own letter dated June 18, 2025 confirms that *** only contacted the lienholder on June 17, 2025well after the *** claim was evaluated and the check(s) issued. This suggests that the refund disbursement and corresponding adjustment to the Net Payoff may have been retroactively applied, which would be inconsistent with the Date of Loss methodology defined in the *** Addendum.

Furthermore:

The Date of Loss occurred before the refund was processed.
The *** Addendum defines Net Payoff based on the unpaid balance as of the Date of Loss, not based on post-claim refund activity.
It is not clear whether the lenders balance as of the Date of Loss included or excluded this refund when TWS calculated its *****************************************claim adjustment to apply a refund that was not received or confirmed by the lienholder at the time of loss is a material concern, and it raises questions about the validity of the $6,686.16 Waivable Loss determination.

2. Vehicle Valuation Inaccurate Use of Stock MSRP

TWSs use of the **** Power average retail value of $45,275.00 does not account for the actual upgraded configuration of the vehicle as delivered and financed. At the time of contract signing, the truck was not a stock unitit included significant factory upgrades, including:

Advanced towing package
Off-road tires and wheel upgrades
Premium sound and interior
Safety and tech packages

These upgrades were part of the dealers Monroney label and were financed into the loan, as reflected in the $55,874.79 amount financed. Applying a generic stock MSRP valuation grossly undervalues the vehicle and fails to consider the actual market and retail value at the time of sale.

Given the importance of accurate valuation under the *** Addendumespecially when it affects whether the 150% financing cap appliesthis oversight is significant and demands a reconsideration or supplemental valuation using the actual build sheet or VIN-specific options.

3. Lack of Transparency in Service Contract Refund and Application

Your letter states the $3,441.73 service contract refund was returned to the lender to satisfy the outstanding service contract balance. However:

I was not notified of this refund.
I was not given an opportunity to approve or verify the refund amount.
I have not received documentation showing the refund was received, applied, and not double-counted in the surplus refund paid to me by the lender.

You also stated that had the refund not been sent, my account would still have a balance duebut this implies that the *** claim was offset not by actual *** coverage, but by a refund the consumer never had control over, and that was processed outside the loan terms. This contradicts the marketed intention of the *** Addendum: to protect the consumer from a loan balance following a total loss, regardless of service contract activity.

Requested Action and Documentation

To resolve this issue, I respectfully request the following within 10 business days:

A detailed transaction ledger including all calculations used to determine the Waivable Loss.
Confirmation that the service contract refund was received prior to or as of the Date of Lossand not after the *** claim decision.
A copy of the refund disbursement from the dealer or administrator to the lienholder (including date and amount).
Clarification on whether the $1,412.36 surplus payment from the lender included this same refund, creating potential duplication.
A reconsideration of the vehicle valuation using the actual VIN and build optionsnot a stock configurationper **** ****** full vehicle lookup or equivalent appraisal tool.

Closing Remarks

I continue to assert that the *** Addendum was not properly applied in accordance with the spirit of consumer protection, especially given the sequence of events and the misalignment between loan activity and *** calculations. I reserve the right to pursue further review with the ******************************* Commissioner, the Consumer Financial ****************** and the ****************************** if this matter cannot be resolved transparently and fairly.

Thank you for your time and attention to this matter. I look forward to your response.

Sincerely,
**** C. *******

Sincerely,
**** C. *******

Sincerely,

**** *******
Business Response
Date: 07/08/2025
Mr. ********************* we have already addressed these items in our letters of June 11, 2025 and June 18, 2025, we nonetheless offer this response to clear up any remaining confusion.

Regarding the service contract refund, we did not represent that June ************************************************************* that we contacted your Lienholder to obtain the refund amount (this information is independently available to us). Rather, we did so on June 17 because you advised that you had not yet received the service contract refund. As a gesture of customer service, we contacted your Lienholder on June 17 and confirmed that the refund had, in fact, been received by the Lienholder and applied to your account, resulting in a surplus of $1,412.36. Please refer to our June 18 correspondence for more detail.

Additionally, the service contract refund was not a post-claim adjustment and was not factored into the Net Payoff figure ($52,414.35); rather, it was deducted from Net Payoff when calculating the Waivable Loss. This deduction is a contractual requirement and is not conditioned upon customer approval or verification as you suggest. Please refer to our June 11 correspondence for more detail.

For clarification, the ****Power valuation (which you refer to as Stock MSRP) was not used in the calculation of Waivable Loss. Please refer to our June 11 correspondence for more detail.

Last, any concerns regarding notification or documentation of the service contract refund should be addressed with the service contact provider or your Lienholder, as such actions fall outside the scope of TWSs role as Administrator of the *** Addendum.

Accordingly, we respectfully maintain our position as stated in our prior responses.
Customer Answer
Date: 07/08/2025

Complaint: 23452121

I am rejecting this response because:

Sincerely,

**** *******
Initial Complaint
Date:05/22/2025
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.

Complaint: 23365544

I am rejecting this response because:
The warranty admin ****** claimed that she could see the warranty had been canceled, and there was no refund that was issued. Does this mean a refund was issued to the dealer that they may not be aware of? Im confused about how this happened and what my recourse is, since 1. I signed the contract 2. Never canceled it 3. Was never refunded. If an error was made but responsibility is flipped to other sides by business backends, as a consumer I am left without answers or the warranty I purchased. Why cant it be reinstated / ******? Who can find out about the refund the dealership says was not issued? I do not have the purview or expertise to identify the problem and resolve this myself.

Sincerely,

****** *****
resolution to a problem that I did create so they my car may be serviced under the contract purchased. Many thanks for your timely attention to this issue.
Business Response
Date: 05/23/2025
Mr. ****** purchased a Total Warranty Services vehicle service agreement from *************************** on 12/26/2020. This agreement was active and in place until 6/2/2021 when the selling dealership processed a cancellation on Mr. ****** agreement. The dealership cancelled the agreement in whole, for the entire purchase price,which was refunded. The contract does not display if there was an active lienholder on the agreement, therefore, we are unable to determine if his refund was returned to him or a lienholder.

Since this agreement was cancelled by the original selling dealership 4 years ago, and a full refund was issued, Total Warranty Services cannot reinstate and process a claim for payment
Business Response
Date: 06/06/2025
We have communicated with the selling dealerships Controller at ********************************* Dodge Jeep Ram Arlington who has advised Total Warranty Services that Mr. ***** did not pay for the service contract in question. Mr. ***** attempted to purchase two agreements using a finance company, Service Payment Plan; however, those agreements were never completed and activated.

Total Warranty Services can see these attempted agreements which were voided and never activated, as stated by the dealership. They have advised us that the cancellation of the Active agreements, without Service Payment plan, in June 2021 was correctly completed as there was no payment received for the purchase of the agreement and no refund due to the customer.
Initial Complaint
Date:05/20/2025
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.

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,

**** ********-**********
Business Response
Date: 06/04/2025
May 30, 2025

VIA EMAIL to: ***************************

State of ************************************
****************************
Attn: ****** ******-****
************************************************************************************

Re: **** ********-********** (Claimant)
File No. CP-25-08749
Guaranteed Asset Protection Contract Addendum #G1656812 (*** **************************************

Please allow this letter to serve as confirmation of receipt by Total Warranty Services (TWS) of your correspondence dated May 15, 2025 regarding the *** Addendum (a signed copy of which is enclosed herewith) and the related complaint filed with the State of ************************************ by Claimant. It should be noted that *** serves as Administrator under the *** Addendum. Please note that all capitalized terms used herein and not otherwise defined in this correspondence shall have the meanings as set forth in the *** Addendum.

We have conducted a thorough second review of the claim and have determined that it was processed in accordance with the *** Addendum. As an initial matter, page 1 of the *** Addendum states that [i]n 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 *** Addendum does not guarantee that the entire loan balance will be Waived in the event of a Total Loss.

The Claimants primary contention appears to be the valuation method used to determine the Actual Cash Value of the Covered Vehicle. Actual Cash Value is defined on page 2 of the *** Addendum as [t]he 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 (emphasis added).Accordingly, the Actual Cash Value of the Covered Vehicle was set at $19,875.00 (see enclosed **** Power Official Used Car Guide valuation sheet). The Claimant objects to this determination, stating that *** used a company no one else uses from what Ive been informed to derive Actual Cash Value. However, the ****Power Official Used Car Guide (formerly NADA Used Car Guide) is an established valuation guidebook commonly used in the industry to ascertain market value.Additionally, using any other valuation method would be in direct contravention to the terms of the *** Addendum.

Page 2 of the *** Addendum defines Waivable Loss as [t]he 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. With respect to the Covered Vehicle, the Actual Cash Value ($19,875.00) was greater than the Primary Carrier settlement ($15,643.77). Accordingly, the Waivable Loss was calculated as follows:

Net Payoff[1] on Date of Loss $            *********
plus Primary Carrier deductible[2] $                  ******
less Actual Cash Value $          19,875.00
Waivable Loss $                  ******

Rather than Waive the Waivable Loss of $******, it was determined that a full refund of the *** Addendum purchase price in the amount of $1,195.00 would be more beneficial to the Claimant. Even though there is no contractual obligation to issue a refund according to the terms of the *** Addendum, the refund amount was tendered to the Claimants Lienholder, thus reducing the outstanding balance on his loan.

We trust that the above satisfies your request. However, should you require anything further on this matter, please feel free to contact me.

Sincerely,

***** *******, Esq.
*****************************************************
**************

[1] The Net Payoff does not include any unearned finance charges; Contract charges; late charges; any delinquent payments; deferred payments; uncollected service charges; refundable prepaid taxes and fees; disposition fees; termination fees; penalty fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges (including, but not limited to credit life and/or disability coverage, pre-paid maintenance, or service contracts)that are owed by You on the Date of Loss; and amounts that are added to the unpaid balance after the Date of Contract per Page 2 of the *** Addendum.

[2] Per the *** Addendum, Waivable Loss includes the amount of Your physical damage insurance deductible on the Primary Carriers policy up to $1000."
Initial Complaint
Date:04/22/2025
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.

Complaint: 23235064

I am rejecting this response
How is it possible at the date of Loss
You and GEICO are getting two totally different estimates from Jd power?

Sincerely,

******** ******
Business Response
Date: 04/24/2025
Mr. ******************* experience is important to us, and we truly understand how upsetting this situation can be.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. As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.

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 actual cash value of your vehicle (JD Power). 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 ** Power. In doing so, per the *** addendum, the greater value is used. Please refer to Waivable Loss under the Definitions section of the *** Contract Addendum which states:

The difference between the Net Payoff on the Date of Loss and the greater of: (1) the Primary Carrier settlement, or (2) the Actual Cash Value of the Covered Vehicle. The Waivable Loss will not exceed $50,000. Waivable Loss includes the amount of Your physical damage
insurance deductible on the Primary Carriers policy up to $1000.

Your primary insurance carrier valued your vehicle at $26,563.32. The settlement amount was $25,563.32 (after $1,000.00 insurance deductible which *** covered). JD Power valued your vehicle at $28,675.00. JD Power was the greater amount therefore,the *** calculation used JD Power s value of $ 28,675.00.

As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.

Regarding the JD Power valuation of your vehicle, we want to clarify that TWS does not have the ability to change or increase values. ******** is an industry leader that is used by insurance companies, dealerships, and *** companies. They provide independent, third-party valuations based on market data, industry trends, and vehicle conditions that companies must rely on to ensure fairness and consistency across the board. Based on the terms of the contract *** utilizes ** ****** expertise. We truly care about helping our customers as much as possible and doing our best to assist when needed. Please see payment details below.

Explanation of Payment:
Net Payoff at time of Loss $36,639.74
Plus Primary Carrier Deductible $1,000.00
Less ** ****** $(-) 28,675.00
*** Payment $8,964.74

At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** 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 **************.
Business Response
Date: 05/20/2025
Hello, can we have a day extension on this response. I am trying to get the clarification from my team over as soon as I can.
Business Response
Date: 05/21/2025
Mr. ******,

Total Warranty Services processes based on the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. As per the terms of your contract, the coverage extends to bridge the gap between the remaining balance on your auto loan and the amount covered by your primary insurance settlement, or the Actual Cash Value of your vehicle, whichever is greater.

Please refer to the Actual Cash Value under the Definitions section of the *** Contract Addendum which states:

Actual Cash Value (ACV) 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.

Your primary insurance carrier valued your vehicle at $26,563.32. The settlement amount was $25,563.32 (after $1,000.00 insurance deductible which *** covered). JD Power valued your vehicle at $28,675.00. JD Power was the greater amount therefore,the *** calculation used JD Power s value of $28,675.00.

As it relates to how the insurance company valued your vehicle, we are unfortunately not able to comment on the value the insurance company assigned to your vehicle and recommend you reach out to your primary carrier with further questions.

******** is an industry leader that is used by insurance companies, dealerships, and *** companies.They provide independent, third-party valuations based on market data, industry trends, and vehicle conditions that companies must rely on to ensure fairness and consistency across the board. Based on the terms of the contract *** utilizes ** ****** expertise.

At this time, we respectfully stand by our decision, and hope this information gives a better understanding as to how the *** 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 **************.
Initial Complaint
Date:04/14/2025
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 traverse from a ***** dealer in 2021. My transmission messed up in April 2025. I took the car to a ***** dealership to get proof that if was transmission and to come the claim. *** requested all service records. I obtained all service records o have and sent them. All oil changes were accounted for. *** said that I am missing 6 oil changes, 3 air filters, spark plugs, and coolant. Air filters, oil changes, spark plugs and coolant have nothing to do with the transmission. I'm anticipating denial. Why have a power train warranty if it isn't going to cover your power train? What a joke...
Business Response
Date: 04/15/2025
A claim was inititiaed for this vehicle on 04/03/2025 citing a failure to the tranmsission assembly.

This **************** Powertrain Warranty was provided to the customer at no cost during the purchase of this vehicle. This Warranty clearly states under the terms and condtiions section that to remain valid, all manufacturer recommended maintenance must be completed as outlined in the owers-manual. See below for actual Warranty language.

Warranty States: TERMS AND CONDITIONS

MAINTENANCE REQUIREMENTS - In order to keep your **************** Powertrain
Warranty valid,you must follow the maintenance procedures listed below.

Your vehicle must receive all scheduled maintenance as required by the manufacturers
Owners Manual.

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.

During the initial call with the repair facility on 04/09/2025, a TWS claims adjuster requested the maintenance records be submitted for review. We received and reviewed these records 04/11/2025.
During review it was found that a total of 12 manufacturer maintenance records were missing for this vehicle.

This included 7 Lube, Oil, and Filter services, 3 Air Filter replacements, 1 Spark Plug replacement, and 1 Coolant replacement.

Per the terms and conditions directly outlined in this contract, the claim process can not continue with these service records not accounted for.

This claim has not been denied and is still in pending status waiting on further records to be provided by the customer. TWS would be happy to review any additional records this customer can provide regarding the maintenance history on this vehicle.

Kind Regards,

Total Warranty Services

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