Complaints

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:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle warranty wad paid for. Never filed a claim in apprx. 3 years. Filed a claim. Claim was paid. Filed another claim for an engine issue. The shop found the issue. The part is covered. The shop stated that the warranty company wants a reason for part failure. The shop states he can't advise a reason he can only say which part(s) are defective. After several emails to *** they state that they are waiting for shop to advise the reason for failure. The part is a covered part, however no replacement parts exist only solution is a new engine. This is why I believe they are stalling/reluctant to cover part or authorize repair. Well we have a contract that states the part is covered.

  

  Business Response

  Date: 11/15/2022

  Good afternoon-

  In review of the concern submitted, I unfortunately was unable to locate the customer in our system by the information provided. (name and phone number)

  To be able to properly assist, we would need the full vehicle identification number as well as the contract number so we can expeditiously review and respond accordingly.

  Thank you and we look forward to your response.

   

  Customer Answer

  Date: 11/15/2022

  **** Orange is the contract signer. ********************* is the husband of the contract signer. 

  

  Business Response

  Date: 11/18/2022

  Good afternoon and thank you for the information.

  I was able to locate your contract and found an existing Attorney General concern also filed with a response due on 11-23-2022.

  Once that response has been crafted, I can attach that response to this concern as well.

  Thank you.

  Customer Answer

  Date: 11/18/2022

  I will be awaiting your response. Thank you

  

  Business Response

  Date: 11/28/2022

  Good afternoon-

  Please accept the attachment that was provided to the ****************** ******** of ******** Affairs as the response from *** to the complaint id # ********.

  Thank you,

  *************************- *** Claims

   

  Customer Answer

  Date: 11/30/2022

  In response to GWCS findings I must point out that their account of events is not entirely accurate. May  I explain? 
  
  The vehicle was taken into EF for leaking coolant. The Crossover pipe was repaired and the vehicle was picked up. After driving the vehicle for a few weeks, The coolant levels were staring to get low. Under constant monitoring, the vehicle was taken back to EF where it was determined that another coolant pipe was leaking. The vehicle was exhibiting smoking and CELs while at the shop and EF suggested that there they do a tear down and find the problem. They suggested to GWC that the vehicle needed a new engine and I believe that GWC was contacted (as stated in their account). At that point I was weary of EFs ability to fix the vehicle and I called GWC to inquire of the next steps. I did reveal my feelings on EFs ability to diagnose the true problem and wanted to bring the vehicle to an expert with nearly 30 years experience with that make of vehicle. GWC was understanding and I asked if by bringing the vehicle to get a second opinion would void the contract or create any problems for either myself or GWC. GWC assured me that it would not. The new repair facility would need to start the process again and they would have to contact GWC to get authorization if they found a problem.  I took it to EB, where he discovered that a supercharger hose was damaged and that was the reason for the white smoke and poor running engine. After that was fixed the vehicle ran fine and was like new. A claim was not made with GWC at that time. A few weeks later the vehicles CEL illuminated, and the vehicle was returned to EB where a claim was made to GWC for the throttle body which GWC accepted. The vehicle again was ************* until it shut down on 9/5/22. The vehicle did not exhibit any symptoms or CELs. The vehicle simply shut down and was coasted to the side of the roadway. A tow was called and the vehicle was towed to EB. 
  EB explained that he made a claim to GWC, and was informed to start the teardown to discover the nature of the problem with the vehicle. He stated that this was out of the norm from which he is used to dealing with other Extended Warrantees, he stated that usually they will send out an inspector to visually inspect that the vehicle has the proper lubricants and fluids, this was not the case with GWC, he verbally confirmed with GWC that is what they wanted to do and received an affirmative response. He stated that when he communicated his findings with GWC they stated that he needed to have an independent examiner come and do an evaluation. EB reported to me that the vehicle would need a new engine due to the piston being damaged. That manufacturer does not have replacement parts such as that and the only remedy is a new engine, but that the Piston is covered under the Exclusionary coverage, It was at this time that I was informed by EB that GWC needed all of the vehicles service records transmitted to GWC to prove that maintenance was done on the vehicle before they would authorize the repair. I provided all of the necessary documents and once that was satisfied, *** stated that the claim was still under review until such time that EB could state the reason for the failure. EB stated that GWC would not approve the repair until he could provide why it failed. He stated to me that while he has vast experience with that make he could not determine WHY it failed, he was not an engineer. He stated that again this was out of the norm from other extended warrantys that he has dealt with. I contacted GWC and they stated that the claim was on hold until such time that the repairer stated WHY the part failed. 
  I reviewed my contract with GWC, and read and re-read their policyand nowhere does it say the mechanic must show/prove why any such covered part failed. It simply states and I quote
  *********** facility will provide US with the nature of the repairs, estimated parts,and labor charges
  I can see that GWC is just simply going down the list of exclusions they have tried several and now they have stopped talking and working through this problem. Their reasoning behind their assumption of this is not a mechanical breakdown is preposterous. It is by definition a breakdown, The mere mention that this incident is not a mechanical breakdown is solely trying to conform to their exclusions list of any covered component which has not experienced a Mechanical Breakdown but which a repair facility recommends to be repaired or replaced is not in the spirit of their legalese. That exclusion is meant for parts or components that *** soon go bad but are still operable. That is my determination. 
  This is obvious in the list of why they state that they are not responsible for this repair. 
  1.We did not decline further diagnosis nor did we drive the vehicle over **** miles without proper fluids or having it repaired before having a breakdown. 
  2.The breakdown which GWC says is not a breakdown is due to defects in material or workmanship of covered components. ? 
  3.Section 9 Any covered component which has not experienced a breakdown.
  4.A breakdown caused by contamination or lack of fluid levels..so is it a breakdown or not?
  5.Repairs required because of overheating. We covered that. Was not overheating fluid levels were good as checked by independent and my shop. 
  6.Breakdown (back to breakdown I guess) due to continued operation of an impaired vehicle. Vehicle was repaired and repair was covered by GWC previous to the breakdownthat GWC cant make up their mind on being a breakdown or not. 
  
  For GWC to begin a letter to a ********************** distancing themselves from being an Unlimited Warranty or an Insurance policy is poor taste. They have billed themselves as an Extended Warranty brand. They have Warranty in their name prominently. They pass themselves off as a warranty company to give you an easy feeling, knowing that if something goes wrong with one of the most expensive investments, you will be covered. Only to sign, and read the small print to see what is not covered. Well thats business and I get it. BUT if you are lucky enough to conform to the long list of exclusions and do everything the right way, they will simply use duplicity and distain to ***** their responsibility to consumers. 
  I intend to fight this all the way. I have been without use of my vehicle for over 3 months while they try and wait me out. Unfortunately, I can not seek any remedy in Court. (fine print) So I must rely on consumer protections to assist me.  On a side note written on their Contract under the IMPORTANT INFORMATION header It says OUR obligations to preform under this Contract are insured by a policy of insurance issued by ****************************** of Florida and to call ************** if WE do not settle YOUR claim within 60 days a call to that number, only directs you back to GWC for assistance. Well I am asking for assistance. 
  **************************;
  
  

  

  Business Response

  Date: 12/08/2022

  Good afternoon ******************-

  Contact was made via phone to Mr. ****** where his claim was explained in great detail.  The results of our conversation led to a path of coverage for him.  One of our adjusters will be reaching out to the repair facility today to provide the authorization.

  Thank you,

  *************************- *** Claims

   

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  Filed a claim with GWC warranty and they have not responded in one weeks time frame. The shop has my vehicle and I am left without a vehicle or compensation for one. This company will not answer their phone and give you a detailed explanation as to whats going on. I spent money on a contract and they took that quickly but thats all

  

  Business Response

  Date: 11/08/2022

  Ms, *******, 

  Please see attached response to the customer's complaint. 

  Regards, 

  ********************* -- *** Claims

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a warranty on a car that we traded in at a dealer for a new car. They told us we would be entitled to a prorated refund on the warranty. We called our old dealer who said the same thing. GWC refuses to give prorated refund even though a new car dealer took our car. Contract #GAA40E485AAD

  

  Business Response

  Date: 11/02/2022

  Good evening-

  In review of the provided contract number, there appears to be no correspondence as to your vehicle being traded in, nor a request for a pro-rated refund.  

  I would urge you to contact our office @ ************** and speak to one of our ******************* associates who can further assist you with your request.

  As always, we are here to help and look forward to speaking with you soon.

   

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used vehicle and purchased the *** extended warranty. I drove the vehicle ***** miles and the engine blew in the car. *** is refusing to cover the repair. *** also requested a denial letter from gwc at least 12 times and have still not received any paperwork. Everytime myself, the shop or my finance company has spoken with *** we get different information each time. Now I am on the line to pay for a car that isnt running, I have barley put miles on the car the engine should not have blown. And should be covered under the warranty I paid for.

  

  Business Response

  Date: 10/25/2022

  ******************, 

  Please see attached response to complaint and specimen contract copy. 

  Regards, 

  ********************* -- GWC Claims

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a used vehicle with a 90 day, **** mile Power Train warranty. This gave us peace of mind to purchase a car from a smaller dealership.We took impeccable care of the vehicle while in our ownership. (Less than 90 days) Prior to the expiration of the warranty the engine failed. This should be covered by GWC. We have great maintenance records from our short time of ownership. The Adjuster denied the claim due to "lack of maintenance". There was not a lack of maintenance on our part, we have receipts and notes of the 2 shops we took the car to, for review and check ups.We took it for a full scope of review and work. We have photos and documentation from that day. We spent $1663.45 to change the cabin air filter, engine air filter, flush the brake fluids, service the rear brakes and *****/drums, mount and balance 4 new tires, as well as remove and replace some of the sensors. All fluids were reviewed at this time and were in good order, per the report. In early August, we took the car to the dealership for a full repair of the recalls pending. They replaced the catalytic converter, upgraded the manifold catalytic, changed the gasket exhaust, and did a "walk around/multi point inspection"Our daughter only drove the vehicle for a matter of 1 week+ before the engine locked up. We are currently over $12,000 in costs for a non-working vehicle that was sold to us with a GWC warranty. The Powertrain Plus warranty was included on this used vehicle and was noted to cover the engine. GWC should honor the warranty that was included.If GWC is willing to slap a warranty on a used vehicle they should assume some liability that it is a used vehicle with over ******* miles, otherwise why offer it??????

  

  Business Response

  Date: 10/25/2022

  ******************, 
  Please see attached response to the complaint, along with a specimen contract for your reference. 
  Thank you, 
  ********************* -- GWC Claims