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:05/07/2025

  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 have a used car warranty with GWC warranty company. I recently deduced there was some sort of problem with my engine and brought it to MIDAS to have them see what is going on. They have dealt with this warranty company many times and offered to help with the claim process as they have done prior. They went through my entire engine and figured out that there was a complete mechanical failure of multiple components of the engine. We then went through 3 weeks of back and forth with the warranty company providing them every service record to prove I have taken care of the vehicle, to which all parties involved agreed that I did. Now the warranty company says they want MIDAS to fully rip the engine apart on MY DIME to deduce if I need a new cam shaft and lifters which MIDAS already said is not and will not fix the issue. I have now been out of my car almost a month with nothing to show for it except a bill that will be over $10,000. This all being said in my contract they say they cover all parts in the engine due to mechanical failure as long as no negligence was done on my part, which we have confirmed there wasnt. This seems completely ridiculous for them not to cover anything on a car that had had, by definition, a complete mechanical failure, and they already confirmed I had no negligence in this happening.

  

  Business Response

  Date: 05/07/2025

  To whom it may concern:

  Thank you for forwarding Mr.  ******** comments to us.  We will contact Mr. ****** directly to address his concerns.

  *** ****

  GWC

• Initial Complaint

  Date:04/28/2025

  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.

  On September 29 2023 I purchased a vehicle and the Power Train Plus Warranty for $4000. Recently I started to notice a significant decrease of speed and performance when operating and soon after a flashing check engine light, so I immediately pulled over and had it towed to a reputable repair shop who found that is was a failed rocker arm that ate at a camshaft so I of course had them reach out to the warranty company to start the process of the claim. First they ran me through the ringer to get oil change records so I **** to a couple of shops to look for and obtain records and then provided I was then told that everything was good and that would be enough to approve my claim and then later that day I received a call from the claims department and the gentleman stated that I am no longer eligible for the warranty and that he is permanently voiding it and that I would not receive a refund or any coverage for the failures in the engine and that all the valid oil change records and receipts I provided from the dealership couldnt be verified when they can simply call them or view the receipts. I will be pursuing in court for a favorable outcome in this matter as it has been a daunting and horrible experience I cannot believe the claims department said I wasted my money and its not their problem

  

  Business Response

  Date: 04/29/2025

  TO whom it may concern:

  Thank you for forwarding Mr. ******** comments to us. We will contact Mr. ****** directly to address his concerns.

  *** ****

  GWC

  Customer Answer

  Date: 05/04/2025

   
  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.
  
  

  The businesses escalation team followed up to review claim and found error upon investigation and reopened and paid out claim as well as assigned a new adjuster and claims associate who was more knowledgeable about the service and the terms of service.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/24/2025

  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.

  I recently purchased a car on 03/01 and a few weeks later I started having trouble with the car. come to find out the car needs a new transmission so I filed my warranty with GWC which has been a nightmare. My advisor with ***** ****** OF ******** contacted the warranty company 3/24 on my behalf to get things going. The inspector was supposed to check my car on 3/28 but I was told that they were too busy to come check my car and the inspector didn't come out until 04/01. The report didn't generate for another couple of days and of course they wanted to give me a used transmission and not pay to have a new one installed from the dealership that has a 3 yr unlimited miles warranty while the warranty on their transmission is only good for the life of my warranty with the company which expires next March. Fast forward the transmission was delivered to the dealership on 04/15. I was expected to receive my car back on 04/18. I get a call from my service advisor on 4/18 telling me my car wont be ready because the warranty company sent a transmission that doesn't work and missing components. Now I still haven't heard from the warranty as their giving me and the dealership the run around and my car is still sitting with no signs of a new transmission on the way. Never do business with these people they lie and gives the complete run around when I've paid $800 bucks for this warranty. I've been trying to get my car repaired almost 2 months! Not to mention this was a gift for my daughter 17th birthday. Thanks alot DRIVELINE IN ******** GA FOR SELLING ME A BAD CAR!

  

  Business Response

  Date: 04/25/2025

  To whom it may concern:

  We cannot locate a contract for Tia * with the information in this complaint.

  Please forward the contract or VIN # to us so that we can respond to this complaint.

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 04/29/2025

   
  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:04/23/2025

  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 purchased a 5k extended warranty thru the dealership. Went into effect immediately. Advertising said drive, no worries.. Ten months later the head gasket went out. I was required to show proper maintenance (I did). The insurance company and the car repair place are now locked into a standoff. Car repair place says engine replacement needs to be done. *** says they don't really believe it.. Want car torn down to head gasket, so "if inspection needs to come look, they can see". Garage says they aren't doing that because it's super labor intensive and they know the problem. *** has repeatedly hung up on me, tried to gaslight me, and flat out lied. Garage isn't doing anything until they are guaranteed payment. Car has been sitting WEEKS. please do not purchase this "WARRANTY"

  

  Business Response

  Date: 04/24/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******* comments to us.

  A GWC *** has spoken to both the repair facility and Ms. ******* on the claims procedures that need to be followed before a decision on her claim can be made.

  We cannot proceed with Ms. ******** claim until those claim procedures are followed, and we have verified the cause of failure and extent of damage to her vehicle.

   

  *** ****

  GWC

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23242122
  
  I am rejecting this response because:

   

  The warranty company are not mechanics. They are an insurance company in business to make money. A Certified mechanic has already extensively tested the vehicle and has determined that it needs a replacement motor. They have told the warranty company that it is a waste of time to completely tear down the old motor when they know that it is a internal gasket that has caused the motor to fail. It is extra expense and time consuming. The car has been sitting for weeks and I am Consulting an attorney for a class action suit as out of almost 500 consumers of this warranty have been through the same situation. I was actually told by a repair company but I might need representation because they blanket deny everybody and cars sit and repair shops for weeks and months. I paid $5,000 for an extended warranty that was touted as just drive and no worries. They initially denied over the maintenance. I had to get **** involved and say they were wrong. They were and then reversed course, yet they think that I'm just going to take any answer they give. A mechanic who is in the business of repairing cars should be trusted versus an insurance company who makes money by denying claims
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/24/2025

  To whom it may concern:

  Our underwriters require us to verify the cause of failure, to ensure the failure is covered per the Terms & Conditions of the *** before we can authorize a claim. We cannot verify the cause of failure unless the engine is torn down to the point of failure, and we can inspect the vehicle to verify the failure.

  We cannot proceed with Ms. ******** claim until those claim procedures are followed, and we have verified the cause of failure and extent of damage to her vehicle.

  
  *** ****

  
  GWC

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23242122
  
  I am rejecting this response because:

  The car repair shop has already told them the point of failure. It is the head gasket. **** says head gasket should be replaced about every ******* miles or you risk failure. The car is over ******* miles. The car repair shop and the warranty company are locked into a standoff because the car repair shop says they're not doing all of that work without the warranty company guaranteeing payment. The warranty company is saying they are not going to guarantee payment unless it's done. I'm the one that's caught in the middle and at this point they are in breach of contract. I am Consulting with an attorney to sue for just that. I have reached out to other people that have left reviews for the same thing because this is their method of operation. To deny everything and then make people jump through extreme and unattainable hoops, all the while with no transportation and the contracts still being paid. They have breached the contract and at this point our false advertising. Just drive with no worries. The point of breakdown is nowhere listed in the contract. You have to provide maintenance records, which I have. They were initially rejected to until I got **** specifications. This is a deceitful business.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/11/2025

  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 brought a Chevolet Express Cargo trunk from ****** ***** back in 2020. They sold me the full warrenty service. This truck has been outstanding. Never a problem until this week.The truck engine started kicking. I right away took the truck to the dealer to see what the issue may be. The service *** contacted the warranty department to tell them their finding and ask to come check or approval the ***airs. The warranty department is coming with an excuse to provide them with 5 years of service done to the truck such as oil changes etc. Who keeps 5 years of receipts. Do we have to hire a lawyer now to handle this issue? I have some of the receipts but this is an excuse from the Warranty company who BBB claims is an A rate company to not pay for the ***airs to fix my trunk.

  

  Business Response

  Date: 04/11/2025

  To whom it may concern:

  Thank you for forwarding Ms. ************* comments to us. We will contact Ms. *********** directly to address her concerns.

  *** ****

  GWC

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23191457
  
  I am rejecting this response because:

  They have not fixed our truck nor have they showed up to see what is wrong with the truck at the dealer.  The dealer has been waiting for over a week now to get approval to repair the truck and this company is 

  delaying and finding excuses even after proof has been provided. The person that called me did nothing all he said was to show them proof. That was the call we received. 

  
  Sincerely,
  
  ****** And ***** ***********

  

  Business Response

  Date: 04/18/2025

  To whom it may concern:

  We have scheduled an Inspection to verify the failures to the customers vehicle.  Inspection should be completed by Monday, April 21.

  Once the inspection report is called in to us, we will make a decision on the claim and call the repair facility.

  *** ****

  GWC

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23191457
  
  I am rejecting this response because:  the warranty department has yet to go out to inspect the vehicle and have it fixed.

  they told you they would show up Monday. Today is Tuesday as now at 4pm they called dealer to say they will send someone out to inspect truck. We have been without a working vehicle for more than 2 weeks now waiting for it to be fixed. We have had to patiently waiting  for this warranty department to do their job. I have had to borrow someones elses car to be able to work.  

  This is so unfair and  unacceptable. We work for a living. We need our truck repaired. This is a new vehicle sold to us by a dealer. I hope they resolve this by tomorrow. I will still be without a car and they should pay us by giving us a rental vehicle for all there delays.

  Sincerely,
  
  ****** And ***** ***********

• Initial Complaint

  Date:04/07/2025

  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 a used vehicle and warranty from GWC warranty and got it inspected after driving it for roughly a week and noticing a gear whine. When filing a claim with *** they stated the issue is from previous owner Neglect and refused to honor the claim.

  

  Business Response

  Date: 04/08/2025

  To whom it may concern:

  Thank you for forwarding Mr. ****** comments to us.  We will contact Mr. **** directly to address his concerns.

  *** ****

  GWC

• Initial Complaint

  Date:04/02/2025

  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.

  I purchased an extended warranty plan from this company through the purchase of a used car back in May 2023. Until now I have not needed the coverage, however, now that my vehicle is experiencing an issue I took it to an approved shop for repairs and this company is looking for any excuse to deny my claim leaving me with an unsafe vehicle after paying $2,950 for the highest level of coverage they offered. The dealership doing the repairs says that everything that is wrong should be covered by the warranty policy and they do not know why *** is denying the claim. The dealership themselves even tried to work with *** to get the claim approved with no success so then I reached out to them for assistance and they are still refusing to cover repairs that should be covered under my policy claiming that the issue was caused by an emissions component, which is not covered under the warranty, and therefore any damages caused by a non-covered part will not be covered which is an absolute SCAM! Of course they do not disclose any of this at the time of purchasing the coverage and just leave customers to find out when their vehicles become undriveable. They are preying on customers and taking money for coverages they know they will not pay out because they will find any excuse to deny the claim. Since they sold me a policy that is worthless, I want my money returned to me to cover the repair costs that SHOULD be covered by this warranty coverage!

  

  Business Response

  Date: 04/03/2025

  TO whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.   We will contact Ms. ****** directly to address her concerns.

  *** ****

  GWC

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23150597
  
  I do not accept the business response as nothing was addressed or resolved, I received a call from a gentleman just reiterating what they've been saying for the last few days which I do not agree with. Their contract is extremely shady and misleading and myself and the dealership do not agree with the adjusters report. I want a 2nd opinion done by a different adjuster as I do not trust the first one they sent out, regardless of he's a 3rd party or not. I think it would be fair to have a new adjuster go out and assess the vehicle. If *** will do this, I may consider this complaint as resolved. If the cannot in good faith provide me and the dealership with a 2nd opinion then I feel they do not care about their customers at all as they are willing to leave me in an unsafe vehicle to drive my children around in. 

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/04/2025

  To whom it may concern>

  GWC will contact the repair facility and schedule a 2nd inspection using a different inspector.

  Thank you,

  *** ****

  GWC

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23150597
  
  Thank you for offering to have a 2nd opinion done by a different adjuster, I greatly appreciate it. At this moment I am satisfied with this response, but want to keep the complaint open until the findings from the new adjuster are completed. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/16/2025

  I previously filed a complaint about this business and it was closed as "answered" by the business even though we were waiting for additional data to come back from a 2nd adjuster. The company did send a 2nd adjuster out to review the issues with my car last week and the new adjuster determined that the issues claimed by the dealership are in fact valid and covered under my policy (even though the last adjuster report stated otherwise) which proves my point that the 1st adjuster did a poor job. However, now that the repairs are covered GWC is refusing to pay the full labor rate for the necessary work leaving me to have to pay the difference out of pocket, in addition to the deductible. This is NOT fair and is unacceptable, I took it to the shop they told me to and the labor costs should be covered! There is no where in the contract that states the full labor rate will not be covered, the only mention is regarding parts costs which I fully understand. I am now left paying out of pocket almost $1,000 (additional labor rate plus deductible) for repairs covered under my policy! In addition, due to the 1st adjusters mistakes, I have been without my vehicle much longer than I should have been and have missed a very important business meeting in ******* as I can only put a limited number of miles on the loaner vehicle provided by the dealership. I think *** should reimburse me the cost of the additional labor charges, or at minimum split them with me as this is a direct result of their unqualified adjuster they initially sent out which has also impacted my job as my car has now been in the shop twice as long as necessary due to the 1st adjuster.

  

  Business Response

  Date: 04/16/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We will contact Ms. ****** directly to address her concerns.

  *** ****

  GWC

• Initial Complaint

  Date:04/02/2025

  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.

  On 1-29-23, we purchased a 2017 Chevrolet Suburban Premier. From a dealership. With the purchase, we paid ******** dollars for an extended vehicle warranty through ***. Within 3 weeks of owning the vehicle. The transmission went out. WE took the vehicle back to the dealership. 2 days later they called us with issues from the warranty. The dealership had a brand new GM transmission in stock ready to be installed. However, *** refused to pay for that transmission. they wanted to use a 3rd party provider and use a Reman transmission. I was not accepting of this. The dealership and i spent the next few days arguing with *** that i did not want a Reman transmission. We wanted the new transmission. *** eventually convinced me that the Reman would receive the same 36 month/100,000 mile warranty. This was the ONLY reason we agreed to use the reman transmission. ON April 4th, 2023 the transmission finally arrived. 8 weeks of waiting with no vehicle. On April 7th, 2023, we got the vehicle back. Fast forward to 22 months and ****** miles later. the transmission went out AGAIN. Now, *** is refusing to honor the warranty on the Reman transmission. They state that there is no warranty on the transmission. On Wednesday, March 26, 2025, after a week of phone calls back and forth with GWC, a supervisor stated over the phone that they do indeed have a side note of the warranty on the Reman transmission. Monday, March 31, 2025, WE took the vehicle to the dealership. Again, *** is telling the dealership they will not cover the warranty for a transmission replacement. After several phone calls. They will not honor, or even admit that anyone said they would honor the replacement. Now we are stuck trying to figure out how to cover the cost of the transmission. This company will be HIGHLY UNRECOMMENDED to our friends and family for future use. This has been nothing but a nightmare across the board from not getting call backs, to getting flat out lied to. DO NOT RECOMMEND.

  

  Business Response

  Date: 04/03/2025

  To Whom it may concern:

  Thank you for forwarding Mr. ******** comments to us.  We will contact Mr. ******** directly to address his concerns.

  *** ****

  GWC

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23150002
  
  I am rejecting this response because:

  There has been NO attempt of communication from GWC. Further co firming my comments of lack of communication and promises to call back not being meet.

  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/08/2025

  To Whom it may concern:

  Thank you for forwarding Mr. ******** comments to us.  We will contact Mr. ******** directly to address his concerns.

  *** ****

  
  GWC

• Initial Complaint

  Date:03/31/2025

  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.

  I purchased an extended warranty through a local dealership for a vehicle in December 2024. In February 3, 2025, I traded that vehicle. I submitted a copy of the contract and a hand written letter, terminating the contract, per instructions from the contract. I have submitted them twice, along with the Odometer statement and each time I call to get an update on the refund of the prorated balance, there is no action or updates to my account. It still shows active status and I no longer have the vehicle. I now have to fill out a "Cancellation request form", of which I had no prior knowledge and is not in the contract to do so. I have spoken with 3 different representatives and have been given 3 different items to submit. I would like for my refund for the cancelation of the extended auto warranty issued to me expeditiously.

  

  Business Response

  Date: 04/01/2025

  To whom it may concern:

  The customer may contact the ************************* for Contract Cancellation Procedures, or they can contact their selling dealer for assistance.

  Below are the Cancellation & Refund Terms and Conditions per their contract:

  J. CANCELLATION OF YOUR CONTRACT

  
  1. CANCELLATION
  a. This CONTRACT may be cancelled at any time and for any reason by
  YOU or US.
  b. YOU may cancel this CONTRACT at any time by notifying the SELLER
  or the ADMINISTRATOR in writing and by submitting the following
  documents and information:
  i. A copy of this CONTRACT;
  ii. Verification of mileage at the time of the request; and
  iii.If REPOSSESSED - supply a copy of the repossession papers;
  iv.If TOTALED - supply a copy of the automobile liability insurance
  companys verification of loss; or
  v. If LIEN HAS BEEN PAID - supply discharge of lien from ***********
  c. If YOUR VEHICLE and this CONTRACT have been financed, the Lienholder set forth on page 1 may cancel this CONTRACT for default of the
  loan agreement. In the case of a repossession or total loss during the
  Contract Term, the Lienholder may have the right to cancel this CONTRACT effective the date YOUR VEHICLE was repossessed or totaled.
  In such event, notification within 90 days of the repossession or total
  loss and submission of documents to the ADMINISTRATOR is required.

   

  2. REFUNDS

  
  a. If YOU cancel this CONTRACT within 30 days of the CONTRACT
  PURCHASE DATE, this CONTRACT is void and YOU will receive a full
  refund of the Contract Purchase Price, provided no claim has been
  authorized or paid.
  b. If YOU cancel this CONTRACT after 30 days from the CONTRACT
  PURCHASE DATE, or if a claim has been authorized or paid, YOU will
  receive a pro rata refund based on the greater of days in force or the
  miles driven related to the Contract Term, minus: (1) any claims authorized or paid; and (2) a $50 cancellation fee. In the event YOU no longer
  own the VEHICLE and provide documentation to the ADMINISTRATOR
  within 60 days of the ownership change, YOUR CONTRACT will be
  cancelled effective the date YOU no longer owned the VEHICLE. In
  the event the Contract Purchase Price is part of a retail sales contract,
  the Lienholder set forth on page 1 may be named on the refund check
  when permitted by law (unless the cancellation is accompanied by a
  discharge of lien). If this CONTRACT is cancelled by the Lienholder,
  refunds shall be calculated in the same manner as a refund to the
  CUSTOMER, as set forth in this section.
  c. If this CONTRACT is cancelled by YOU or the Lienholder, any refund
  owed shall be paid or credited within 30 days of receipt of such request
  for cancellation by the SELLER or ADMINISTRATOR.
  d. If this CONTRACT is cancelled by US, YOU will receive a full refund
  of the Contract Purchase Price less any claims authorized or paid,
  which shall be paid or credited within 45 days from the effective date
  of such cancellation.
  e. Any cancellation refund due under this CONTRACT shall be calculated
  using the date the SELLER or the ADMINISTRATOR receives a cancellation request from YOU or YOUR authorized representative.

   

  *** ****

  GWC

• Initial Complaint

  Date:03/16/2025

  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 a power train warranty from *** through a dealer in ******** two years ago for a used Prius V. I was handed a pamphlet listing the issues covered and received no other contract or communication from ***. A week ago Tuesday, I was driving on the highway and a hole blew in my engine (luckily no one was injured). I have provided the initial assessment from World Wide Auto (attached below) but because they do not work with warranty companies, I then took the car to the local ****** dealership service center. The local ****** dealership shop first provided an estimate based on a re-build of the original engine and *** responded that they would only cover a used replacement engine. The local ****** dealer now is willing to install a second hand replacement engine. *** requested a copy of my service history which I provided. It shows that I exceeded minimum requirements for oil changes over the past two years (please note that the oil change business changed hands last summer; there may have been another oil change that Spring which should be recorded on carfax). Provided these materials as requested, *** now says it requires full engine teardown to find the exact failure, cost which it may or may not pay depending on the defect. While *** sent me a copy of the supposed contract two days ago and cites the fine print requiring me to assume this hefty risk, I contend that I purchased coverage based on the pamphlet their dealer provided. The *** claim number is CL11541091. Moreover, it is reasonable to assume that, given regular oil change maintenance over just 2 years of ownership, I can not possibly be at fault for an engine blow-out. I ask that *** honor the warranty by fully covering the replacement of the engine with a second-hand one. Alternatively, *** could compensate me for the current value of the car at $7000 (which also is approximately what I still owe on the vehicle).

  

  Business Response

  Date: 03/18/2025

  TO whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We will contact Ms. ****** directly to address her concerns.

  *** ****

  GWC

  Customer Answer

  Date: 04/04/2025

  Please see attached.

  

  Business Response

  Date: 04/07/2025

  To whom it may concern:

  We have tried to contact the customer to review her clam with her, but we had to leave a message on 3/18/2025.

  Please have the customer call ******************** and they will be glad to review her claim details with her.

  Thank you,

  *** ****

  GWC

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23066875
  
  I am rejecting this response because:

  On my phone, I see a call on 3/18 from *************, not GWC, and no message was left. Fortunately, having not received a response to my complaint as promised, I call *** on 28 March and spike with ******************** at length, only to have their initial denial repeated to me. This is not a good faith effort to resolve a dispute. I have 3 possible solutions: 1) GWC agrees to assume payment in advance for the engine tear-down they are insisting upon (approx.15 hrs of skilled labor cost) even though they have my maintenance record showing that I did due diligence in caring for the engine, and then we go from there to replacing the engine 2) GWC agrees to replace the engine and I am willing to accept a second-hand engine (approx. $12K), or 3) GWC compensates me with the amount remaining on my car loan plus whatever ************** shop is charging to examine and keep the car while we are negotiating (approx.. $7K).
  
  Sincerely,
  
  ****** ** ******* ******

  

  Business Response

  Date: 04/08/2025

  To whom it may concern:

  APCO/GWC **************** spoke to Ms. ****** on 3/27/25 and explained to her what must be done to proceed with her claim:

  GWC explained to the customer that they must give the repair facility permission to tear down the engine to the point of failure so they we can schedule an inspection to verify the failure.
  
  GWC cannot give authorization to the repair facility to tear down Ms. ******** engine because the owner of the vehicle must give that permission,
  
  Until permission is given to the repair facility by the customer and the repair facility contacts us with what they have found, we cannot proceed with the claim.***

  Thank you,

  *** Ross 

  GWC

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23066875
  
  I am rejecting this response because: I need assurance that GWC will cover the cost of the engine tear-down regardless of what is found. Otherwise, I fear they will leave me owing even more money for a car that cannot be driven. I provided maintenance records showing that I exceeded minimum engine maintenance.
  
  Sincerely,
  
  ****** ** ******* ******