Customer ReviewsforTotal Warranty Services

When I purchased my used car I asked for an extended warranty. I was NEVER told that I needed to maintain in depth maintenance records so because I do not have documentation that proves I did my own maintenance I am stuck with a $7000 repair. Don't know if the dealership is to blame or TWS but this could all have been avoided it they had just provided me a small book with the required maintenance and place to document it. I am a senior citizen and do not have $7000 and not sure what I am going to do now. This is the ultimate definition of an undisclosed loop hole!!! Shame on you TWS!!!

A claim was initiated for this vehicle on 09/19/2023 citing a transmission failure.          
The Lifetime Powertrain Warranty on this vehicle was provided free of charge to the account holder when the vehicle was purchased.  This contract specifically states in the first section that to remain valid, all manufacturer recommended services must be completed on time.  The account holder is responsible for keeping records of these services and providing us with these records upon request for review. See below for contract language.
Contract 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
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 review of the maintenance records that we were provided, it was found that a total of 11 services were missing.  6 oil services (due every 5K miles), 3 air filters (due every 30K miles), 1 *************** (due every 105K miles), and 1 Spark plug replacement (due every 105K miles).  This claim was not able to proceed due to these missing services per the contract language. 
During review it was found this vehicle has changed ownership in December of 2022.  This contract was originally initiated in December of 2017.  *************************** is not listed as the owner or a co-owner on this Lifetime Powertrain Warranty.  This is a non-transferable warranty, and ****** would not be eligible to file a claim using this contract since she was not a listed owner /co-owner.  

Kind regards,

Total Warranty Services

Awful. Called several times between 2017 and **** talking to them about my transmission after being told by 3-4 different mechanics yes something is wrong with your transmission but it isnt pulling the code it needs to pull for your warranty company. Called this company and told them what was going on and they said will cover your transmission if it goes out. 6 mi the of fighting back and forth trying to get them to cover it provided all tickets they asked for then they kept coming up with excuses not to cover it saying I was missing an air filter ticket and too many tickets are missing. Not worth your money at all.

A claim was initiated for this vehicle on 09/19/2023 citing a transmission failure.          
The Lifetime Powertrain Warranty on this vehicle was provided free of charge to the account holder when the vehicle was purchased.  This contract specifically states in the first section that to remain valid, all manufacturer recommended services must be completed on time.  The account holder is responsible for keeping records of these services and providing us with these records upon request for review. See below for contract language.
Contract 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
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 review of the maintenance records that we were provided, it was found that a total of 11 services were missing.  6 oil services (due every 5K miles), 3 air filters (due every 30K miles), 1 *************** (due every 105K miles), and 1 Spark plug replacement (due every 105K miles).  This claim was not able to proceed due to these missing services per the contract language. 
During review it was found this vehicle has changed ownership in December of 2022.  This contract was originally initiated in December of 2017.  *************************** is not listed as the owner or a co-owner on this Lifetime Powertrain Warranty.  This is a non-transferable warranty, and ****** would not be eligible to file a claim using this contract since she was not a listed owner /co-owner.  

Kind regards,

Total Warranty Services

Complete crooks. The truck has been in the shop for 3 1/2 months. They initially tried multiple things to fix the truck but were unsuccessful. Now they came back saying they will not cover the truck because they feel it is being used for commercial work. IT IS NOT. It is my private vehicle. I explained that to them but it fell on deaf ears. Truck still in shop -- DO NOT TRUST THIS COMPANY. How can they legally do this??????? I wish someone could find an attorney to go after these people.

A claim was initiated for this vehicle on 01/23/2024 for a reported failure of the engine wiring harness. 
During the claims process the account holder contacted us to discuss our claims process and expediting the claim.  On 02/08/2024 during a recorded conversation with our adjuster, the account holder informed us that he used this vehicle to move equipment for his business. 
At 08:43 of the conversation the account ****** said he used this truck to move equipment for his construction company.  It was also verified that the account holder was directly affiliated with a construction company.
After reviewing the account holders statement during the phone call, and the business affiliations discussed above, it was determined this vehicle was being used for commercial purposes and there were grounds for claim denial.  See contract language for denial below.
This contract states: III. WHAT THIS SERVICE CONTRACT DOES NOT COVER 22. IF YOUR VEHICLE IS USED FOR COMMERCIAL PURPOSES INCLUDING BUT NOT LIMITED TO: HAULING, CONSTRUCTION WORK.
TWS has reached out to **************** to discuss this matter via email to attempt to reach a resolution. 

Kind regards,

Total Warranty Services

My cars check engine light came on. Took it to the dealer. TWS would not cover it, telling me that was part if the original power train warranty. So what is the reason for getting a platinum extended warranty?

A claim was initiated for this vehicle on 01/02/2024 with a reported failure of the camshaft actuator solenoid.  During this call, the repair facility confirmed that this part was a powertrain related item.
This Platinum Powertrain-Wrap contract specifically excludes all powertrain related failures from coverage. See the contract terms below. 
Contract States: III. WHAT THIS SERVICE CONTRACT DOESNOT COVER; E. ANY POWERTRAIN RELATED FAILURE REGARDLESS OF WHETHER OR NOT IT IS COVERED BY ANY WARRANTY.
Due to the failed part being considered a powertrain item, it was not eligible for coverage on this contract.
TWS has assisted this account holder with 5 past claims for a total of $2909.00
We have attempted to reach out to ***** via phone several times to discuss this review but there was no answer.  We hope this response can clarify the decision that was made on this claim.
If ***** has any further questions, we would be happy to discuss this further and encourage them to call in to our main line at **************.  Our hours of operation are Monday through Thursday 8am to 7pm EST and, Friday 8am to 6pm EST. 
We look forward to assisting ***** on future claims if the need arises and thank them for being a loyal TWS customer.

Kind regards,

**********************

My car got a flat tire on Dec 24, 2023 at 6:00pm EST, when i check with roadside assistance team and they provided tow truck to take in to ***** dealer showroom. but Tow truck team towed my car to home, ***** showroom was closed due to Christmas holidays.Tow team came on Tuesday(Dec 26, 2023)and Towed to nearest ***** showroom and Hoda ****** team replaced ****** tire with new tire. I made a call to TWS team to report my claim but its went to voice message due to business hours closed.So I called again on Dec 27, 2023 to TWS team and i explained all the situvation and TWS team provided one URL to upload all the docs, like transaction details broken tire pictures.Again I called to TWS team on Jan 16, **** to check the claim status and they were saying that my claim request was denied due to i didn't get pre-approval for tire replcacement.How do we know that, we need to get pre-approval and customer support also not availble 24/7.My TWS warrenty expires: 06/09/2027.

We received a call from ****************** on 12/27/2023 where he advised us that he had an issue with a tire on his vehicle and it would need to be replaced. He was requesting to start a claim.  Our customer service representative advised ****************** that Total Warranty Services was not the administrator on the tire and wheel contract that he held, and we provided him the contact number to start a claim with this other provider.
TWS reached out to ****************** to discuss this review on 01/17/2024.  We discussed with him that TWS was not the administrator on his contract, and he was provided copies of all the contracts he held with TWS.  We were also able to provide him a copy of his contract that had tire and roadside assistance coverage and he was able to see that TWS was not the administrator. During this call ****************** said he would be willing to remove this review since TWS was not responsible for coverage on this contract. 
We have followed up with ****************** via email and have not received a response. We ask him to please contact us if he has any further questions about his contracts and we would be happy to review this further with him.

Kind regards,

Total Warranty Services

this place is awful please do not buy from them the contract is terrible.

A claim was initiated for this vehicle on 08/25/2023 for an issue with the power steering rack.  To expedite this claim, our adjuster requested pictures of the vehicle and failure, in lieu of an inspection.  We received the pictures and a video of the failure on 08/31/2023 six days later. 
The video quality was poor, and we were not able to verify the failure.  We discussed this with the service advisor at the repair facility on 09/01/2023 and we were told a new video would be taken and sent in. 
On 09/14/2023 **************** called us for a claim update.  We informed him that the repair facility had not yet provided us with the new video of the failure.  *************** then took a video of the failure himself and sent it in.  We received this video on 09/14/2023 and this claim was authorized the same day. 
TWS issued authorization for all requested parts and labor time to the repair facility and nothing further was requested.
On 1/11/2024 We received a call from the co-account holder, *****************, and she spoke to one of our customer service representatives.  She requested a copy of this contract so they could review the coverage.  A copy of the contract was sent via email. 
TWS reached out to **************** on 01/16/2024 to attempt to reach a resolution to this complaint.  During this call **************** advised us that he was not given a copy of his contract when he purchased it and said that he did not read this contract before signing it.  **************** said he did not read the contract until it was sent to him on 1/11/2024, almost five months after this claim was filed.
During this call we discussed with **************** the timeline for this claim, and the coverage available for rental and subsequent repairs.   This contract does provide rental coverage for the time it takes to complete a repair.  The contract does not provide rental car coverage for shop delays or delays when ordering parts.  See contract language below:
Contract States: LINE B. RENTAL REIMBURSEMENT COVERAGE:; RENTAL CAR REIMBURSEMENT IS NOT PROVIDED FOR PARTS DELAY, SHOP SCHEDULING
**************** told us during this phone call that his vehicle had still not been repaired due to the part being on back order and the repair is scheduled to be completed by the end of January.
**************** said that he was told by the repair facility that TWS advised that this vehicle was safe to drive during this failure. A review of the phone calls shows TWS never advised the repair facility or account holder that this vehicle could be driven during this failure.  During the initial phone call, our adjuster advised that this would be up to the repair facility and account holdersdiscretion.  The claim was also noted several times that we did NOT recommend driving the vehicle during this failure.
We have advised **************** to please reach out to us with any further questions he may have,and we would be happy to assist.

Kind regards,

Total Warranty Services

I work in the insurance industry and now understand what customers go through in getting GAP claims handled. I had to make several calls just to see the status of my claim. I have been submitting documents since November 2023. On December 22, 2023 I was told they had everything they needed. I checked the system and was alerted that the actual Dec Page was needed, after being told binder was fine. I uploaded Dec page and emailed it on 12/22. I was then told they will not send me anything or make a call in status and not to call to check until 1/12/24. Please find my name and review the handling of my claim. It is such bad service to think all is well, and not be able to find out for weeks if anything will be handled. On my next vehicle purchase I am researching my own GAP carrier because I do not plan to use TWS. *****************

******************, when your GAP claim was started with Total Warranty Services, a list of the required documents necessary to process your claim was sent to you,one of which was a copy of your insurance coverage declaration page. According to our website, the document was uploaded on 11/09/23, however what we received was a binder from the insurance company not an actual declaration page. Your GAP claim was sent to process on 12/22/23 and completed on 01/10/24. As items are received via email, they are uploaded to our web portal which triggers an automatic response. We apologize for any confusion this may have caused.  Your GAP was completed on 1/10/24 and a payment of $4,405.34 was issued to your lien holder.  If you have any questions, please contact our office directly.

this company took my money and now refuses to pay off my car loan on the gap policy. This is starting to affect my credit. do not do business with TWS.I want to leave a zero star, but the system will not allow it.

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

Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum.

The *** claim was processed on 11/20/23.  To obtain the highest payment possible, we asked the dealership to cancel the *** addendum rather than making a lower payment, after the claim was processed (see details below).

Net Payoff at time of Loss $15,983.34
Less Primary Carrier Settlement $(-) 15,176.22
Less Primary Carrier Deductible $(-) 500.00
If *** had made a Payment $307.12
Pro-Rata *** Cancelation Refund $508.76

Canceling the *** addendum in lieu of paying a *** claim ensures the largest payment available is made to the lienholder. An email was sent to **** of ************ the same day the *** claim was processed and requested they mail a check to Truist in the amount of $508.76 for the *** refund. 

Per the Dealership, Truist did not deposit the first check sent, so on 12/18/23 a stop payment was made and a second check was reissued.  The new check (#******) was delivered on 12/19/23 (tracking #1Z501R5X1325843352).

We will be happy to answer any additional questions regarding your file.  Please feel free to contact our call center for further assistance at **************.  

purchased a truck and purchased gap insurance through total warranty services and they did not cover my entire vehicle. When ************* is designed to cover the difference between your loan and now Im left to pay three grand because they will not cover my entire vehicle.

****************. Total Warranty Services has reviewed your file to ensure your *** claim was processed accurately and we can confirm that the claim was processed in line with the terms and conditions of the Guaranteed Asset Protection (***) Contract Addendum. Every contract has terms and conditions, and *** paid your claim accordingly.
The definition of Waivable Loss on Page 2 of the *** addendum reads: The difference between the Net Payoff on the Date of Loss and the greater of: (1)the Primary Carrier Settlement, or (2) The Actual Cash Value of the covered vehicle. Actual Cash Value is defined as the retail value of the covered vehicle, on the date of loss, as listed in the **** Power Official Used Car Guide adjusted for mileage and optional equipment.

************** is an industry leader in vehicle valuation services who is heavily relied on by lenders, insurance companies, retail vehicle purchasers, and *** Administrators nationwide. The contract did cover your $500 insurance deductible,which was added to the Date of Loss Balance and paid to your lender.
*** made payment of $8,931.40 mailed to the lender on 12/8/23, your *** claim is completed. No additional payment will be made, your *** claim was processed correctly based on the terms and conditions *** Contract Addendum.
Thank you,
Total Warranty Services