Added on -, by Reviewer580729
Review: I have had nothing but trouble from this company from the very start of my purchasing a warranty for my 2004 Mustang. The person who answers the phone is very rude and at one point even cussed the service manager at *** ***** auto that called on the warranty. I took the car for service to the local Ford dealership when I first purchased it to get an inspection sticker...there was a problem with the exhaust so the sevic manager called the warranty company. After the call he told me I should immediately cancel this policy...these people were a rip off!!! They would not cover a covered item and I suld buy their warranty....I figured maybe they were just trying to sell me their policy so I took it to a differant dealershp. The second dealership said the same thing so I called and indeed they were very rude....denying the claim...until I read the policy to them and they agreed for the repair....this was for a stero part........They sent 3 differant parts....all wrong parts.....all not working....finally one was intalled, it too not working...we have ordered another but the warranty company has said 30 days on this part warranty only???...That is not what my warranty that I purchased says in black and white!!!!...I now have a differant issue.....the coil went out....the plan plainly says a coil is covered, however when the service manager called....rudeness again....it was denied...again the policy was read to the warranty company and they covered the part........except......my policy says I have a 100.00 deductable....why then did I have to pay 187.04 to get my car? Part of the labor was not covered? my plan says Enjoy peace of mind, your covered......These people are the worst business I have ever had to deal with.....I will pay the 100.00 but I want a refund on the 87.04. This is crazy....Why do I have to read the policy to them everytime? Why are they sooo rude....everytime? I only want what I paid for.
I also think the service dept at Jim Mills and myself deserve an appology for the rudness. I have another year left on the warranty....I intend to use it.....I have no problem filing legal action if this behavior continues and I do not get my refund of the 87.04.Desired Settlement: I only want what I paid for.
I also think the service dept at *** ***** and myself deserve an appology for the rudness. I have another year left on the warranty....I intend to use it.....I have no problem filing legal action if this behavior continues and I do not get my refund of the 87.04.
After reviewing and researching this further, the following describes in detail the repair history we have on file for the 2004 Ford Mustang, purchased on March 1st 2013. After reviewing the history, we hope all parties reviewing this understand our frustration, like the customers; seems to be lack of communication based on a third party, rather than a simply call to us from the customer directly, which we assure would not have lead customer taking this matter to this level. As you will discover in the desire to settlement section. However please review the entirety to have a complete understanding from WarrantyOne’s point of view as to how this has lead to here.
History of 2004 Ford Mustang as of purchase date 3/1/13.
The vehicle was originally purchased on March 1 2013, after a few days of ownership, while vehicle was being state inspected it required an exhaust manifold which is a covered item, however when parts on vehicle such as a manifold, (which in our experience does not simply go bad that quickly after purchase when a selling dealer inspects vehicle prior to sell). Nonetheless our procedure is to call selling dealer to inform them when such an incidence occurs, to assure us that as per our agreement with dealerships that all vehicles must be inspected prior to sale. After dealer assured us of this, we simply approved R&R of exhaust manifold and considered the matter closed. One month later on April 10, 2013 the vehicle was brought to repair facility for a window regulator which was approved in the amount of $227.81 which we paid via credit card immediately upon completion of repair. On September 5 2013 the customer had a radio issue, which radio component is a covered item. The customer as per our request sent us the front picture of radio while in car, (she had left dealership prior to request), the repair facility gave us a part number as well, which we than ordered from LKQ. Which unfortunately unknown to the repair facility, us and LKQ, that in the 2004 Ford Mustang they had several different radio models, and same models (front facet identical however, with different connectors on the back, Again repair facility, WarrantyOne and LKQ had no idea. So after we all discovered this, on September 9 2013 repair facility gladly sent us a picture of the back, so we could order the right item. Unfortunately out of our control the second radio from LKQ received at dealer was cracked during shipping, which after talking with LKQ quickly handled and a third radio was promptly sent but not installed until November 2013 (payment of total 325.00 for total of the three R&R installation fees which was paid by us via credit card directly to dealer).We asked why was the 3rd radio install so far apart, the answer from dealer, The car is used mostly to go to college and therefore was not back until that break. We waived all deductible(s) as a courtesy to customer as a result of the inconvenience over the radio issue. In the meantime we understand that this vehicle driven primary for the use of going back and forth to college and not local to this repair facility when they encountered a problem with the volume being stuck, which would again is covered under warranty. This was brought to our claims attention on January 14, 2014 We spoke with dealer, which at this point all parties
are as frustrated and understand customer’s mutual frustration in regards to things that happen beyond anyone’s control. We authorized the dealer at this point to order a radio on their end and we would simply take the now old radio back to LKQ for return. Dealer agreed and was to order radio for customer at that time.
Not until another claim was presented on April 24th 2014 for a Coil, which we approved, for the full amount of 187.04 with authorization to repair facility prior to repair. And asked about the status of radio, which repair facility claimed they had again ordered.
(this has been now over 3months). We pay all claims with a pre-authorization number via Credit card immediately upon completion of repair. So the claim stated by customer that she had to pay out of pocket is news to us. The repair facility, should of not asked customer to pay put of pocket as we authorized the repair and as stated above, authorized 187.04 for repair (which clearly is the full amount requested by dealer). On May 5, 2014 we contacted dealer after reviewing this complaint and they informed us that the radio was still on order, (which makes no sense given that they said they ordered this awhile ago for the customer) Also in regards to asking the customer to pay out of pocket when they know and have for past repairs understood clearly that an agreed AP code is what the total agreed repair price is and asking the customer to pay more is a breach of agreement with our total pre-authorized amount, minus only deductible should be the total the customer pays. Which is 100 dollars, that adding on monies to customers bill afterwards or stating to customer, as this customer stated in her complaint, that dealer wanted her to pay more than the agreed, and did so, …If the customer would of simply called us, and explained that the dealer was trying to charge her more for the cost of covered repair and dealer agreed upon repair cost, which upon this agreement received the AP184tx code. During the pre-authorization process, that the dealer should of only charged customer her deductible only. We are in no way pushing blame here, for we are as frustrated and concerned about the entire experience and if the customer would of called customer would have been informed of all the facts, rather than jumping to a conclusion that we are in the wrong.
WarrantyOne prides itself on having outstanding customer service and our record clearly indicates such with Reporting agencies such as Revdex.com, where we have had 2 complaints in 3 yrs., each immediately resolved. Our business besides administrating claims for dealerships has a strict policy of servicing customers as a consumer advocate group. Which means all customers, can call anytime for items that are and are NOT covered under policy and we assure them and help them find the best price for all non covered items before they go to any repair facility.
Again, we are as frustrated with the entire process, which clearly stems from the radio, which seems still not to be resolved on the dealer end when they made the statement to our claims dept. May 5th they are still waiting on the ordered radio… (3 and ½ months later)? But none of this is mentioned in the customers complaint, which as a consumer centric company we first and foremost would like more clarity on that subject.
Therefore, under the “Desired Settlement Section” customer’s request of reimbursement of 87.04 in our eyes does not satisfy what we stated to the repair facility, we specifically gave them as we do with all repair facilities, an approval code of AP184TX They in turn, for whatever reasoning asked here to pay out of pocket, additional monies greater than customers deductible of $100 (one hundred dollars) which is an added inconvenience to our customer(s). We do not in any way have our customers pay out of pocket for any repairs, unless the facility (in rare circumstances does not accept payment via credit card), which is clearly not the case here, for we have paid past claims with this facility for customer. So based on what we will reimburse it will be the same as what we originally approved. $184.00 plus tax of $5.59. total $189.59 Total bill was $271.04 (which is under our approval of 284 plus tax. Minus customers deductible of 100.00 (one hundred dollars). We do not understand why dealership charged customer an extra amount of 87.04 and at this point, when the approved amount actually was higher than the total bill.
We will gladly reimburse customer the amount of $87.04 and proceed with dealer for an explanation in regards to this matter.
As far as the radio is concerned we suggest that the customer follow-up with dealer continually until they have the radio they stated they ordered 3.5 month’s ago, and have radio R&R done in a reasonable time frame. We understand the vehicle is mostly out of the area during school year, and only available during breaks for service facility to do R&R but 3.5 months have went by and a radio should be sitting there for you waiting for your next school break, not the other way around. We preauthorized and have an open ticket for the R&R of radio, which needs to be satisfied in a timely manner. While we understand all the above, frustration from the customer and as we seem to be the target, we hope that customer can see from our point of view that we have done everything in our control to authorize repair of item(s) and to our frustration, the breakdown in communication, by customer not making a simple phone call to our claims department which would of solved this matter by having a three way conversation with repair facility so all parties would be on the same page.
UPDATE: to ABOVE:
On May 7th 2014 Customer and I had a very pleasant conversation in regards to everything in this letter. As a result customer talked with repair facility which responded quickly in concern with the radio issue. Unfortunately, the radio, finally ordered by dealer was installed and did not work. We told repair facility upon a three way call with customer to order a new radio from Ford and install. They agreed and as a result are not to charge us or the customer for the install as a customer service. After calling and speaking with customer, we believe as the customer the entire frustrating process could have been avoided for all parties, had matter of radio been ordered back on January 14th , and the coil repair cost was clearly established. Customer stated she would be happy to follow-up with Revdex.com as resolve of this matter has taken place. That rather than go through this process, a call to us first, would have handled this matter in the same prompt manner. Customer has already received her check of $87.04.
As stated in letter sent to WarrantyOne from Revdex.com dated April 28th, 2014, under (Revdex.com reserves the right to not post in accordance with Revdex.com policy), we wish after you review and correspond with customer; agree that mutually (we) all parties involved, resolved this in good faith and as a result request Revdex.com to follow at their reservation, not to post this complaint. As customer has stated she would contact you all either way to convey the same wishes. Also, we hope this does not hurt or blemish or standing with Revdex.com in anyway rather, enhance your view and experience with WarrantyOne; where we are committed to the highest standards of customer satisfaction, and quality control.
Again, thank you for bringing this matter to our attention. We are committed to the highest standards of customer service; feel free to contact me, if I can be of any further assistance in this matter.
*** ****** **** ** ********** ************ **** ****
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. ** ******, VP of Operations has outstanding customer service. I am sorry it took a letter to the Revdex.com to get to him....but I am sure glad I did. I have received the check, a new radio has been ordered and I know if I have any problems in the future they will be taken care of quickly and professionaly. Thank you.