The middle ground I would like to see is for the warranty company to pay of the repair billThen I would be willing to pay the balance.The warranty contract it states they will pay up to for the repair and this is what I expect
Complaint: ***
I am rejecting this response because:
I feel there is no reason why I would accept putting a used part on my vehicle that only has a month warranty when the repair facility can replace it with a knew part that has a year or 100,mile warranty for approximately the Which is the aloted amount they have in there contract to payThere for I am not in agreement with there choice of action in this case...
Sincerely,
*** ***
I am sorry that Ms *** is upsetElite Warranty, Inc's business hours are 8:am to 5:pm Monday through Friday, Mountain Daylight TimeMs *** is incorrect in her statement that "roadside assistance is only available during mountain standard times." The Roadside Assistance line is
open 24/7, days a year and assistance is dispatched 24/7, days a year in all states and CanadaIf the assistance is requested after business hours (8:am to 5:pm Monday to Friday MDT) or on weekends and holidays, the customer must pay for the tow/assistance and submit it for reimbursementThis is because Elite Warranty, Inc is not available to authorize and pay for the tow/assistance after business hours or on holidays.We try to get reimbursement checks out as soon as we get a legible copy of the invoice/receipt from the customer and sometimes it can take a week to days for the reimbursement check to be processed and mailedI see that the incident that Ms *** is referring to was a tow done on 3/6/and we received a legible invoice for the tow on 4/14/and the check was processed, signed and mailed on 4/15/15. We received a call from Ms *** on Monday, 8/24/stating that she had a flat repair assist over the weekend and was unable to get our Roadside AssistanceAgain, I checked with Roadside Assistance and their line is 24/7, days a yearIf she called Roadside Assistance on the weekend she would be assisted by a live person and would have been told, again, that she would need to pay for the flat repair assistance and submit for reimbursement and then they would dispatch a truck to assist herBut, because she called Elite Warranty, Inc on the weekend she got a recording stating the business hours and that the office is closedThe Roadside Assistance phone number is listed on her contract in at least two placesWhen we spoke with Ms *** on 8/24/we informed her that she can submit her flat repair assist for reimbursementAgain, we need a legible invoice/receipt that lists the date and mileage at the time of serviceI'm not sure how we are not honoring the contract.As far as the timing chain goes, and this was explained to Ms ***, the problem with her vehicle was NOT a timing chain, it was a timing beltA timing belt is a service item and is not covered by her warrantyTiming chains are a covered item, but there was not a timing chain problemI hope this clears it up for Ms ***
Complaint: ***
I am rejecting this response because:I am not sure of what is being read on my initial complaint but I don't see anywhere where I referred to a claim being filed for oneSecondly why should the customer who faithfully purchases a vehicle and an extended warranty have to deal with first a dealership taking advantage of and then a warranty company doing what seams to be the sameWe are the victims here and if the warranty company can see that the dealership misled us, the consumer, then why would you not honor the warranty and go after the dealership, if it were me I would never cover any of their vehicles ever again and get back my money from them and not hurt again, us the consumerWhen our first dealership here (Omera Ford) started the research here on the Fthey did in turn through the process of investigating the engine call the warranty company to try and find out what would need to be done other then what they had already completedOmera was told they might need picturesThe only reason we went to Automotive Engineering was to try and help with cost as Omera wanted $20,for the same motor rebuild that I found for $12,and I thought it would make it much easier for all of usWe still feel the proper resolve in this matter would be that the warranty be honored rather then someone trying to find a way out, we are the ones who got screwed here and are still out of pocket $8,for a truck we barley droveThis is just not right that this can be done to good people.
Sincerely,*** * *** ***
I do need to respond to Mr ***'s complaintI am very disappointed in Mr *** and that feels a need to put such a one-sided, negative spin on this eventThe dealership (Idrive) agreed to refund to him, monies he spent on the warranty to help him with the cost of the head replacement on his vehicle
as a gesture goodwill and good customer service.He is correct that the repair to the head of his vehicle is not a covered repair by the warranty he purchasedThe willingness by the dealership to refund any money was totally a goodwill offer and very nice on the part of the dealershipElite Warranty agreed to give back the monies paid by the dealership to support them in their decisionWhen I initially spoke with Mr *** I explained that before any refund could happen that I would need the proper form faxed to me from the dealershipHe informed me that the dealer said they had already faxed it inI told him that they may have faxed it, but I did not receive it and I would call them and have them send againEven at this point, he was threatening that he only has a short window to file a complaint and needed to take care of thisI thought it was odd that he wanted to file a complaint where the dealer was willing to do a goodwill refund (his open cancellation time is long past).When I called the dealership they stated that they are very busy (as I am as well) and they had not sent the form over to me yetThey said, in fact if this guy does not quit pestering us we are likely to change our minds altogetherBut, they said they would send it when they could get to itThe next day, as Mr *** stated, he left me messages (as I was on the phone all three times he called, I field to calls everyday) and on the last message he was very assertive and threatening that he had this short window to file a complaint and I needed to get back to him ASAPWhen I had a few minutes, I called Mr *** back and was very direct and to the point that I had not receive the information needed from the dealer yet and that I could not process anything until I did receive itI told him to stop harassing me, threatening me that he was going to file a complaint and told him that was fine if that is what he wanted to do because he had done nothing wrong and were actually going beyond what his contract provided in getting him back some money to help with the repairI very pointedly told him to stop bothering me and I would let him know when I had the information needed to process the refundTo date I have received nothing from the dealer requesting a refund, most likely because Mr *** kept harassing them too and he has dampened their desire to help him outThis conversation was in noway heated nor abusive, just matter of fact and to the pointI'm sorry if Mr *** feels that it wasWith all that said, we are still back at the point where Mr *** was offended and feels I was abusive to himI can still execute this refund as soon as I receive the required information from the dealershipSo, if Mr *** has not burned his bridge with the dealership, he just need to respectfully (without threatening) ask them to get me the required information Colen S***
The customer states that "months after purchasing the vehicle and the warranty, services were neededThose services were listed in the contract as "covered"The first call that Elite received from the customer was months and almost 6,miles after the purchase - nothing was called in
months after the purchaseAt about mounths the customer complained about "A/C" noiseCustomer was told to take it to a shop and what to doThe shop then calls with a list on items (such as leaky oil seals and ball joints) that needed attention - none of which were covered items by the warranty purchased by the customerNothing was said about the A/C noise that the customer initially called in about, so Elite asked the shop about the A/C complaintAt this time the shop was told that if the vehicle had A/C compressor issues, that was part of the customer's coverage, but all the other items the shop was talking about were not covered itemsWe then received a call from the customer asking why we were not covering repairExplained that the shop submitted nothing on the A/C and that everything else that they submitted were not covered items by his contractCustomer asked about ball joints and stated that they are part of the control armsAdvised that the shop again said nothing about control arms and the shop would need to send over an estimate with the control arms on itCustomer said he would get with the shop and have them get back to usNever heard from the shop and months later customer cancelled his contractHis contract states that he can cancel any time for a pro rata refundThe contract was in force for about 50% of the time and mileage of the vehicleThe customer was refunded about 50% of the price he was paid for the contractIf your pay for year of car insurance and cancel the car insurance after months, you receive the unused months of insurance refunded (you do not get the whole year of insurance back because it was in force for months and you only get back the unused portion)This is the same on the warrantySo the customer was refunded the full amount DUE to him
Mr *** is not being completely straight with his complaint hereHe states that the BMW dealership "informed [him] that the valve stem seals needed to be replaced and were covered by [his] warranty provided by Elite Warranty, Incunder 'All internally lubricated parts'." In the first place,
BMW is NOT the administrator of this contract and has no business telling the customer what is covered by the contractIn this case BMW has totally misinformed Mr *** as to his coverage by Elite Warranty IncIt was explained to BMW and Mr *** and in fact, to Mr ***'s attorney that, as stated by the contract, the only seals and gaskets that are covered by the warranty purchased by Mr *** are the head gasket and intake manifold gasketsMr *** will not get off his argument that it is an internally lubricated partHere's how the contract reads: "Engine: All internally lubricated parts including: pistons, piston rings and pins, crankshaft and main bearings, connecting rods and rod bearings, camshaft and bearings, oil pump, timing chain and/or gears, rocker arms, valves, valve springs, seats and guides, valve pushrods and liftersThe engine block, cylinder head, and rotary housing are covered only if damaged by an internally lubricated part."It does NOT list valve stem seals or seals of any kind as being covered, internally lubricated or otherwiseThe contract does go on to define Seals and Gasket coverage:"Seals & Gaskets: Cylinder head gaskets and intake manifold gasketsAll other seals and gaskets are covered only in conjunction with a covered repair."So, the warranty covers Cylinder head gaskets and intake manifold gasketsALL other seals and gaskets are covered ONLY in conjunction with a covered repair.The contract also states under the heading "THIS LIMITED WARRANTY DOES NOT COVER""(9) Seals and gaskets, except cylinder head gasket and intake manifold gasket."So, just as it has been explained to Mr *** before, the warranty contract clearly states that the only seals and gaskets covered are the head gaskets and intake manifold gasketsThe only way that valve stem seals would be covered by the warranty he purchased is if the vehicle had damaged valves or valve seats etc that needed repairTHEN, in conjunction with the "covered" repair to the valves or valve seats etc, the valve stem "seals" would be covered as part of the covered repair because they would be required to be replaced during the repairBut, valve stem seal failure in and of itself is NOT a covered repairI'm not sure how to explain it any more clear.I would also like to remind Mr *** that Elite Warranty has already paid out nearly $in covered repairs on his vehicle (which is more than he paid for the coverage) so when he says "This is a blatant breach of contract..." it is exactly the opposite! Elite follows the contract and covers what is covered by the contract
The customer is pretty close in his complaintHowever, he is leaving out some key factsHe states that "The ford dealership had started the claim with the warranty company first...", this is simply not trueNo claim was ever started, not with Ford and not with Automotive EngineeringElite
Warranty spoke with both Omera Ford and Automotive Engineering trying to get a cause of engine failure reportBoth Ford and Automotive Engineering were very helpful as the customer states, but at not time was a claim ever openIn fact, the customer was told on 5/1/when he called to check on the status of his claim that there was no claim, we were waiting for pictures from the repair shopWe had not received a definite diagnosis and cause of failureElite claim advisers decided to have an independent 3rd party inspector go to Automotive Engineering and visually inspect and report on the cause of failureThe inspector reported as follows: "12/2/AT UNKNOWN MILEAGE THE #AND #INJECTORS WERE REPLACED BY THE USED CAR LOT THAT SOLD THE VEHICLE, REPAIR WAS TOO LITTLE, TOO LATEFIRST DIAG FOR CURRENT OWNER WAS ON 3/3/17 AT MILES AT O'MEARA FORD DEALERSHIPDIAGNOSED AS NEEDING ENGINE. #2, #PISTONS MELTED AT THE EDGE INDICATING OVER FUELING FROM FAILED INJECTORS, SCORING SEEN IN BOTH CYLINDERSNOTHING TO INDICATE SUDDEN FAILURE, FAILURE TO ENGINE WAS EXISTING AT TIME OF SALE."So, the dealer who sold the vehicle was aware of the issues the vehicle engine and injectors had which the Elite Warranty contract expressly excludes coverage on existing problemsI'm sure the customer had no idea of the problems, but the contract clearly states under the GENERAL PROVISIONS, "The buyer and dealer must confirm the satisfactory operating condition of all covered items in order for this service contract to apply"The contract also states under THIS LIMITED WARRANTY DOES NOT COVER: "(6) Any part that was broken, was worn beyond serviceable limits, or making noise at the time of purchase." AND, "(11) Vehicles sold for the purpose of repairing an existing problem." Now, that contract does cover items that fail AFTER the purchase, not problems that existed BEFORE the purchase and were not repaired.A claim was never opened, nor was the engine coverage of $ever authorized by elite warranty because the failure was due to pre-existing issues that were not repaired before the truck was purchasedSo, the customer's statement that we should be covering $is incorrectThis engine repair is NOT a covered repair per his contract
Complaint: [redacted]I am rejecting this response because: They don't sell these warranty's and do not know what the dealers are stating. They need to train the dealers to know the laws. We were told several times by the dealer that since we lived in Wyoming that we could cancel. We were also told by [redacted] at Elite Warranty that we could cancel. You would think that if they want someone to sell their warranties they would make sure it is know up front since it is bought in Colorado it can't be cancelled. If we would have been told that we would not have bought the warranty from them we would have bought it from our Credit Union.
Sincerely,
[redacted]
As explained to the customer, the dealer who sold the contract, [redacted], at the time of the vehicle purchase has the customer sign the contract and supplies a copy of the contract with the paperwork from the purchase of the vehicle and retains a copy of all the signed paperwork in the...
customer file. Nothing is sent to the customer by the administrator of the warranty contract. The customer is incorrect that we refused to reimburse for the transmission repair because we needed a quote. All claims must be pre-authorized before any work is done to be covered by the warranty. Repair to the transmission was done in October of 2015. The first we were notified by the repair shop that the transmission was repaired was 6-9-2016. No contact was made with the administrator by the customer or the repair shop prior to 6-9-2016. She is correct that the contract states that 'REPAIRS DONE WITHOUT AUTHORIZATION BY ADMINISTRATOR WILL NOT BE COVERED." Even if the repair was an Emergency repair obtained outside of normal business hours, claims MUST be submitted within 90 days to qualify for reimbursement, not 7 to 8 months later. I'm sorry the customer had repair done without authorization and waited so long to request reimbursement. The administrator requires the pre-authorization in order to verify cause of failure and items that have failed. We also verify parts and labor costs and issue a dollar amount the warranty will pay with the authorization number before any repairs are started. Often we will also send out an inspector to verify the information given by the shop. All of this is impossible to do 7 or 8 months after the repair was done.As for the issue of the steering box repair, the warranty purchased does not cover any repairs to the steering system. It is good that the customer followed the process for this repair so she knew up front that the repair is not a covered repair. The customer can obtain a copy of the signed contract from the selling dealer, [redacted] or we can send an electronic copy without the signatures. Colen S[redacted], General Manager, Elite Warranty, Inc.
Complaint: [redacted]
I am rejecting this response because:
The mechanic that called you, gave false information. The dealership that I purchased this vehicle from fixed my car due to the warranty company not wanting to cover the timing chain. It took them three weeks to fix it, due to a warranty that would honor anything. When I called about the flat tire. I was not given the option to send in a receipt. I feel that I should be refunded the three month warranty due to the fact I was without my vehicle for three weeks after purchase and only had the car for four days before it broke down. First volkswagon called and said the engine had blown out, then called the warranty company and stated that it was the timing belt. It was the chain and I was left without a vehicle for three weeks. I encountered a hardship due to this and time off of work. I paid in cash for this warranty that is never honored or is unavailable due to there hours.
Sincerely,
[redacted]
I am sorry Mr [redacted] is upset. The Cancellation Policy and Transfer Policy are both listed on his contract and have not changed since he purchased the contract.Under the section "Contract Transfer," it states "Upon the sale of the vehicle, this contract may be assigned by the original purchaser to a...
new purchaser of the Vehicle only after a written request has been submitted and the Vehicle has been inspected at a
service facility that has been authorized by the Administrator. A transfer fee of $100.00 must be paid to the Administrator in advance of the assignment." Mr [redacted] has not provided any of the the requirements because he traded the vehicle in, to a dealership.Under the section "Cancellation of this contract," it states, "The right to cancel the contract is reserved exclusively for the original contract purchaser. The buyer may cancel this contract within the first ten (10) days of the contract purchase date, if no claim has been
made, and receive a full refund of the total contract purchase price, less the applicable cancellation fee in the amount of one hundred dollars ($100.00). At any other time this contract is only cancelable in
the event of a verifiable repossession or an insurance total loss. All notices to cancel must be sent to Administrator only." The contract was purchased 5/16/2014 and is clearly pass the 10 day cancellation period. The vehicle has not been totaled in an accident nor has it been repossessed, so the pro rata refund does not apply.Thank you,[redacted]Elite Warranty, Inc.General Manager
The customer's Warranty Contract clearly states that the maximum payout on the rear differential is $1500. We paid $1100 for the replacement rear differential on 3/7/2016 and $400 for the labor to the shop on 3/10/2016. That totals $1500. The rear differential we purchased had a problem and it came...
with a 6 month parts only warranty. We shipped a replacement rear differential to the shop, but the maximum pay out of $1500 had already been met. So there was no further money for the labor to replace the rear differential again. The part did not come with a parts and labor warranty - just parts only. The rear differential has no further coverage by his Elite Warranty contract.
I received the complaint from [redacted] concerning the repair to his 2003 Ford F350. Among other items, his truck has a turbo that has failed. The total Turbo coverage on his contract for repair/replacement of the turbo is $1500 parts and labor over the life of the contract. The GENERAL...
PROVISIONS of his contract states, "Replacement parts can be of like kind and quality. They
may include new, remanufactured or used parts as determined by Administrator."The truck he purchased used had 261,682 miles on it at the time of purchase on 12/1/14. At the time of the repair, 4/7/15, it now has 265,323 miles on it. We located a "used" turbo from one of our salvaged parts dealers with only 120,000 miles on it that comes with a 6 month parts only warranty from the parts dealer for $700 shipped in. This part has 100,000 miles less than the used truck had on it at the time of purchase and it comes with a warranty. With the labor to replace the turbo of $252 the total amount we have authorized for the repair is $952 leaving $548 turbo coverage for the remainder of his contract, which is more than 4 years.It was explained to the customer that he may choose to "pay the betterment" and have the shop put a "new" turbo on his vehicle, but the warranty would pay $952 parts and labor for the repair. The customer chose to have the new turbo from the shop, and we authorized the shop for $952. So, the customer is responsible for the difference of the cost of the new turbo. The customer still has $548 turbo coverage for future turbo break downs for the remainder of his contract.Thank you for your attention to this matter.[redacted]General Manager[redacted]@elitewarrantyinc.com
I'm not sure what a mechanical engineer has to do with this, but the tech at the shop that called us clearly stated the timing belt broke and caused damage to the engine when it broke. As I explained, the timing belt is not a covered item and we do not cover the damage to the engine caused by the broken timing belt. Your warranty coverage was a 3 month, 3,000 mile coverage plan which expired on 5-25-2015. There is no refund at this point.The Roadside assistance coverage is for 12 months, 12,000 miles. So, if you need reimbursement for the flat repair/assist, you will need to send in the invoice/receipt with the mileage at the time of the repair/assist and we will send you a reimbursement check. If you wait a month like before to send in the information, then it will take a month to get reimbursement.
The customer's contract has been cancelled as per the customer's request. The pro rata refund as per the contract has been sent. That is all we can do.
I am sorry that Mr [redacted] is unhappy. He has taken his vehicle into the shop and the shop has diagnosed an engine problem. On two different phone conversations with the shop, we requested an estimate or work order from the repair shop that shows the parts and labor to do the repair to Mr [redacted]'s...
engine. To date, we have received nothing from the shop. We MUST have this information from the shop BEFORE we can authorize the repair. This has been explained to Mr [redacted] at least twice on two different phone conversations. We are more than happy to authorize covered repairs, but we must receive the required information before we can do so. If Mr [redacted] will have his shop email or fax the information we have requested, we will be happy to review, authorize and pay for all covered repairs to the extent of the warranty limitations.
Complaint: [redacted]
I am rejecting this response because:
I'd like to start by saying my name is [redacted], not [redacted]. It happens a lot, and it's an easy mistake to make, but I would like to be called by my correct name.Most of the items covered in Mr. S[redacted]'s response I already covered in my initial complaint. For example, I explained that I threatened to file a complaint and I had a short window, and I acknowledged that the time for requesting a cancelation was well past. There was no need to restate these facts.I did not pester the dealership - I met with Kevin once in person and called him once later that day. I texted Kevin twice the next day, and he texted back once. I have had no contact with him since, and this was at least a month ago. I have spoken to Miles, one of the owners of the dealership, three times in my entire life - once when purchasing the vehicle, and twice when I was trying to get them to fax the cancelation form. One of those two times I called him was because Kevin referred me to him, the second time was the next day, and he also was extremely abusive to me. I have also texted Miles once in my life, and he texted back once. I view this as very little contact, and I do not agree that it was harrassment and/or pestering. I also do not agree that I ever harassed Mr. S[redacted] - I have spoken to him three times in my life, and left him two voicemails. Two of the three times I spoke with him, he called me, I did not call him.My main purpose in reporting these companies is to let other people know about them and how horrible it has been trying to work with them. The dealership will never send the fax, and they are not obligated to - despite it being the right thing to do. Elite Warranty Inc. will never discontinue their abusive customer service and I will be stuck in a contract with them until the time/mileage terms of the agreement have expired.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by my mechanical engineer it was in fact the timing chain. As stated to elite warranty by Volkswagon. Since Elite warranty stated that it was not covered. I was left without a vehicle for three weeks. While the dealer fixed my vehicle and stated to me that Elite warranty was a new company that that contracted with and apologized for the inconvenience. They offered to fix my vehicle and tow my car due to Elite warranty not assisting in the matter. I never called Elite warranty on 8/24/15 for a flat repair. I called to question to validity of the warranty being that I had to wait over 30 days to be reimbursed for a tow 3/6/15 after just purchasing the vehicle on 2/ 24/15. I called Roadside assistance on 8/25/15 at around 5:30 PST, only to be told that they were closed and that I would have to pay out of pocket. I do not feel that California residents should pay out of pocket for services that are being paid or has been paid in a contract. I work between 8-5 PST. Which does not give me the ability to use my warranty without paying out of Tue pocket. How is that considered a warranty if the business is always closed and you have to pay for a tow? What is Tue purpose of the service if you still have to pay?Sincerely,
[redacted]
The middle ground I would like to see is for the warranty company to pay of the repair billThen I would be willing to pay the balance.The warranty contract it states they will pay up to for the repair and this is what I expect
Complaint: ***
I am rejecting this response because:
I feel there is no reason why I would accept putting a used part on my vehicle that only has a month warranty when the repair facility can replace it with a knew part that has a year or 100,mile warranty for approximately the Which is the aloted amount they have in there contract to payThere for I am not in agreement with there choice of action in this case...
Sincerely,
*** ***
I am sorry that Ms *** is upsetElite Warranty, Inc's business hours are 8:am to 5:pm Monday through Friday, Mountain Daylight TimeMs *** is incorrect in her statement that "roadside assistance is only available during mountain standard times." The Roadside Assistance line is
open 24/7, days a year and assistance is dispatched 24/7, days a year in all states and CanadaIf the assistance is requested after business hours (8:am to 5:pm Monday to Friday MDT) or on weekends and holidays, the customer must pay for the tow/assistance and submit it for reimbursementThis is because Elite Warranty, Inc is not available to authorize and pay for the tow/assistance after business hours or on holidays.We try to get reimbursement checks out as soon as we get a legible copy of the invoice/receipt from the customer and sometimes it can take a week to days for the reimbursement check to be processed and mailedI see that the incident that Ms *** is referring to was a tow done on 3/6/and we received a legible invoice for the tow on 4/14/and the check was processed, signed and mailed on 4/15/15. We received a call from Ms *** on Monday, 8/24/stating that she had a flat repair assist over the weekend and was unable to get our Roadside AssistanceAgain, I checked with Roadside Assistance and their line is 24/7, days a yearIf she called Roadside Assistance on the weekend she would be assisted by a live person and would have been told, again, that she would need to pay for the flat repair assistance and submit for reimbursement and then they would dispatch a truck to assist herBut, because she called Elite Warranty, Inc on the weekend she got a recording stating the business hours and that the office is closedThe Roadside Assistance phone number is listed on her contract in at least two placesWhen we spoke with Ms *** on 8/24/we informed her that she can submit her flat repair assist for reimbursementAgain, we need a legible invoice/receipt that lists the date and mileage at the time of serviceI'm not sure how we are not honoring the contract.As far as the timing chain goes, and this was explained to Ms ***, the problem with her vehicle was NOT a timing chain, it was a timing beltA timing belt is a service item and is not covered by her warrantyTiming chains are a covered item, but there was not a timing chain problemI hope this clears it up for Ms ***
Complaint: ***
I am rejecting this response because:I am not sure of what is being read on my initial complaint but I don't see anywhere where I referred to a claim being filed for oneSecondly why should the customer who faithfully purchases a vehicle and an extended warranty have to deal with first a dealership taking advantage of and then a warranty company doing what seams to be the sameWe are the victims here and if the warranty company can see that the dealership misled us, the consumer, then why would you not honor the warranty and go after the dealership, if it were me I would never cover any of their vehicles ever again and get back my money from them and not hurt again, us the consumerWhen our first dealership here (Omera Ford) started the research here on the Fthey did in turn through the process of investigating the engine call the warranty company to try and find out what would need to be done other then what they had already completedOmera was told they might need picturesThe only reason we went to Automotive Engineering was to try and help with cost as Omera wanted $20,for the same motor rebuild that I found for $12,and I thought it would make it much easier for all of usWe still feel the proper resolve in this matter would be that the warranty be honored rather then someone trying to find a way out, we are the ones who got screwed here and are still out of pocket $8,for a truck we barley droveThis is just not right that this can be done to good people.
Sincerely,*** * *** ***
I do need to respond to Mr ***'s complaintI am very disappointed in Mr *** and that feels a need to put such a one-sided, negative spin on this eventThe dealership (Idrive) agreed to refund to him, monies he spent on the warranty to help him with the cost of the head replacement on his vehicle
as a gesture goodwill and good customer service.He is correct that the repair to the head of his vehicle is not a covered repair by the warranty he purchasedThe willingness by the dealership to refund any money was totally a goodwill offer and very nice on the part of the dealershipElite Warranty agreed to give back the monies paid by the dealership to support them in their decisionWhen I initially spoke with Mr *** I explained that before any refund could happen that I would need the proper form faxed to me from the dealershipHe informed me that the dealer said they had already faxed it inI told him that they may have faxed it, but I did not receive it and I would call them and have them send againEven at this point, he was threatening that he only has a short window to file a complaint and needed to take care of thisI thought it was odd that he wanted to file a complaint where the dealer was willing to do a goodwill refund (his open cancellation time is long past).When I called the dealership they stated that they are very busy (as I am as well) and they had not sent the form over to me yetThey said, in fact if this guy does not quit pestering us we are likely to change our minds altogetherBut, they said they would send it when they could get to itThe next day, as Mr *** stated, he left me messages (as I was on the phone all three times he called, I field to calls everyday) and on the last message he was very assertive and threatening that he had this short window to file a complaint and I needed to get back to him ASAPWhen I had a few minutes, I called Mr *** back and was very direct and to the point that I had not receive the information needed from the dealer yet and that I could not process anything until I did receive itI told him to stop harassing me, threatening me that he was going to file a complaint and told him that was fine if that is what he wanted to do because he had done nothing wrong and were actually going beyond what his contract provided in getting him back some money to help with the repairI very pointedly told him to stop bothering me and I would let him know when I had the information needed to process the refundTo date I have received nothing from the dealer requesting a refund, most likely because Mr *** kept harassing them too and he has dampened their desire to help him outThis conversation was in noway heated nor abusive, just matter of fact and to the pointI'm sorry if Mr *** feels that it wasWith all that said, we are still back at the point where Mr *** was offended and feels I was abusive to himI can still execute this refund as soon as I receive the required information from the dealershipSo, if Mr *** has not burned his bridge with the dealership, he just need to respectfully (without threatening) ask them to get me the required information Colen S***
The customer states that "months after purchasing the vehicle and the warranty, services were neededThose services were listed in the contract as "covered"The first call that Elite received from the customer was months and almost 6,miles after the purchase - nothing was called in
months after the purchaseAt about mounths the customer complained about "A/C" noiseCustomer was told to take it to a shop and what to doThe shop then calls with a list on items (such as leaky oil seals and ball joints) that needed attention - none of which were covered items by the warranty purchased by the customerNothing was said about the A/C noise that the customer initially called in about, so Elite asked the shop about the A/C complaintAt this time the shop was told that if the vehicle had A/C compressor issues, that was part of the customer's coverage, but all the other items the shop was talking about were not covered itemsWe then received a call from the customer asking why we were not covering repairExplained that the shop submitted nothing on the A/C and that everything else that they submitted were not covered items by his contractCustomer asked about ball joints and stated that they are part of the control armsAdvised that the shop again said nothing about control arms and the shop would need to send over an estimate with the control arms on itCustomer said he would get with the shop and have them get back to usNever heard from the shop and months later customer cancelled his contractHis contract states that he can cancel any time for a pro rata refundThe contract was in force for about 50% of the time and mileage of the vehicleThe customer was refunded about 50% of the price he was paid for the contractIf your pay for year of car insurance and cancel the car insurance after months, you receive the unused months of insurance refunded (you do not get the whole year of insurance back because it was in force for months and you only get back the unused portion)This is the same on the warrantySo the customer was refunded the full amount DUE to him
Mr *** is not being completely straight with his complaint hereHe states that the BMW dealership "informed [him] that the valve stem seals needed to be replaced and were covered by [his] warranty provided by Elite Warranty, Incunder 'All internally lubricated parts'." In the first place,
BMW is NOT the administrator of this contract and has no business telling the customer what is covered by the contractIn this case BMW has totally misinformed Mr *** as to his coverage by Elite Warranty IncIt was explained to BMW and Mr *** and in fact, to Mr ***'s attorney that, as stated by the contract, the only seals and gaskets that are covered by the warranty purchased by Mr *** are the head gasket and intake manifold gasketsMr *** will not get off his argument that it is an internally lubricated partHere's how the contract reads: "Engine: All internally lubricated parts including: pistons, piston rings and pins, crankshaft and main bearings, connecting rods and rod bearings, camshaft and bearings, oil pump, timing chain and/or gears, rocker arms, valves, valve springs, seats and guides, valve pushrods and liftersThe engine block, cylinder head, and rotary housing are covered only if damaged by an internally lubricated part."It does NOT list valve stem seals or seals of any kind as being covered, internally lubricated or otherwiseThe contract does go on to define Seals and Gasket coverage:"Seals & Gaskets: Cylinder head gaskets and intake manifold gasketsAll other seals and gaskets are covered only in conjunction with a covered repair."So, the warranty covers Cylinder head gaskets and intake manifold gasketsALL other seals and gaskets are covered ONLY in conjunction with a covered repair.The contract also states under the heading "THIS LIMITED WARRANTY DOES NOT COVER""(9) Seals and gaskets, except cylinder head gasket and intake manifold gasket."So, just as it has been explained to Mr *** before, the warranty contract clearly states that the only seals and gaskets covered are the head gaskets and intake manifold gasketsThe only way that valve stem seals would be covered by the warranty he purchased is if the vehicle had damaged valves or valve seats etc that needed repairTHEN, in conjunction with the "covered" repair to the valves or valve seats etc, the valve stem "seals" would be covered as part of the covered repair because they would be required to be replaced during the repairBut, valve stem seal failure in and of itself is NOT a covered repairI'm not sure how to explain it any more clear.I would also like to remind Mr *** that Elite Warranty has already paid out nearly $in covered repairs on his vehicle (which is more than he paid for the coverage) so when he says "This is a blatant breach of contract..." it is exactly the opposite! Elite follows the contract and covers what is covered by the contract
The customer is pretty close in his complaintHowever, he is leaving out some key factsHe states that "The ford dealership had started the claim with the warranty company first...", this is simply not trueNo claim was ever started, not with Ford and not with Automotive EngineeringElite
Warranty spoke with both Omera Ford and Automotive Engineering trying to get a cause of engine failure reportBoth Ford and Automotive Engineering were very helpful as the customer states, but at not time was a claim ever openIn fact, the customer was told on 5/1/when he called to check on the status of his claim that there was no claim, we were waiting for pictures from the repair shopWe had not received a definite diagnosis and cause of failureElite claim advisers decided to have an independent 3rd party inspector go to Automotive Engineering and visually inspect and report on the cause of failureThe inspector reported as follows: "12/2/AT UNKNOWN MILEAGE THE #AND #INJECTORS WERE REPLACED BY THE USED CAR LOT THAT SOLD THE VEHICLE, REPAIR WAS TOO LITTLE, TOO LATEFIRST DIAG FOR CURRENT OWNER WAS ON 3/3/17 AT MILES AT O'MEARA FORD DEALERSHIPDIAGNOSED AS NEEDING ENGINE. #2, #PISTONS MELTED AT THE EDGE INDICATING OVER FUELING FROM FAILED INJECTORS, SCORING SEEN IN BOTH CYLINDERSNOTHING TO INDICATE SUDDEN FAILURE, FAILURE TO ENGINE WAS EXISTING AT TIME OF SALE."So, the dealer who sold the vehicle was aware of the issues the vehicle engine and injectors had which the Elite Warranty contract expressly excludes coverage on existing problemsI'm sure the customer had no idea of the problems, but the contract clearly states under the GENERAL PROVISIONS, "The buyer and dealer must confirm the satisfactory operating condition of all covered items in order for this service contract to apply"The contract also states under THIS LIMITED WARRANTY DOES NOT COVER: "(6) Any part that was broken, was worn beyond serviceable limits, or making noise at the time of purchase." AND, "(11) Vehicles sold for the purpose of repairing an existing problem." Now, that contract does cover items that fail AFTER the purchase, not problems that existed BEFORE the purchase and were not repaired.A claim was never opened, nor was the engine coverage of $ever authorized by elite warranty because the failure was due to pre-existing issues that were not repaired before the truck was purchasedSo, the customer's statement that we should be covering $is incorrectThis engine repair is NOT a covered repair per his contract
Complaint: [redacted]I am rejecting this response because: They don't sell these warranty's and do not know what the dealers are stating. They need to train the dealers to know the laws. We were told several times by the dealer that since we lived in Wyoming that we could cancel. We were also told by [redacted] at Elite Warranty that we could cancel. You would think that if they want someone to sell their warranties they would make sure it is know up front since it is bought in Colorado it can't be cancelled. If we would have been told that we would not have bought the warranty from them we would have bought it from our Credit Union.
Sincerely,
[redacted]
As explained to the customer, the dealer who sold the contract, [redacted], at the time of the vehicle purchase has the customer sign the contract and supplies a copy of the contract with the paperwork from the purchase of the vehicle and retains a copy of all the signed paperwork in the...
customer file. Nothing is sent to the customer by the administrator of the warranty contract. The customer is incorrect that we refused to reimburse for the transmission repair because we needed a quote. All claims must be pre-authorized before any work is done to be covered by the warranty. Repair to the transmission was done in October of 2015. The first we were notified by the repair shop that the transmission was repaired was 6-9-2016. No contact was made with the administrator by the customer or the repair shop prior to 6-9-2016. She is correct that the contract states that 'REPAIRS DONE WITHOUT AUTHORIZATION BY ADMINISTRATOR WILL NOT BE COVERED." Even if the repair was an Emergency repair obtained outside of normal business hours, claims MUST be submitted within 90 days to qualify for reimbursement, not 7 to 8 months later. I'm sorry the customer had repair done without authorization and waited so long to request reimbursement. The administrator requires the pre-authorization in order to verify cause of failure and items that have failed. We also verify parts and labor costs and issue a dollar amount the warranty will pay with the authorization number before any repairs are started. Often we will also send out an inspector to verify the information given by the shop. All of this is impossible to do 7 or 8 months after the repair was done.As for the issue of the steering box repair, the warranty purchased does not cover any repairs to the steering system. It is good that the customer followed the process for this repair so she knew up front that the repair is not a covered repair. The customer can obtain a copy of the signed contract from the selling dealer, [redacted] or we can send an electronic copy without the signatures. Colen S[redacted], General Manager, Elite Warranty, Inc.
Complaint: [redacted]
I am rejecting this response because:
The mechanic that called you, gave false information. The dealership that I purchased this vehicle from fixed my car due to the warranty company not wanting to cover the timing chain. It took them three weeks to fix it, due to a warranty that would honor anything. When I called about the flat tire. I was not given the option to send in a receipt. I feel that I should be refunded the three month warranty due to the fact I was without my vehicle for three weeks after purchase and only had the car for four days before it broke down. First volkswagon called and said the engine had blown out, then called the warranty company and stated that it was the timing belt. It was the chain and I was left without a vehicle for three weeks. I encountered a hardship due to this and time off of work. I paid in cash for this warranty that is never honored or is unavailable due to there hours.
Sincerely,
[redacted]
I am sorry Mr [redacted] is upset. The Cancellation Policy and Transfer Policy are both listed on his contract and have not changed since he purchased the contract.Under the section "Contract Transfer," it states "Upon the sale of the vehicle, this contract may be assigned by the original purchaser to a...
new purchaser of the Vehicle only after a written request has been submitted and the Vehicle has been inspected at a
service facility that has been authorized by the Administrator. A transfer fee of $100.00 must be paid to the Administrator in advance of the assignment." Mr [redacted] has not provided any of the the requirements because he traded the vehicle in, to a dealership.Under the section "Cancellation of this contract," it states, "The right to cancel the contract is reserved exclusively for the original contract purchaser. The buyer may cancel this contract within the first ten (10) days of the contract purchase date, if no claim has been
made, and receive a full refund of the total contract purchase price, less the applicable cancellation fee in the amount of one hundred dollars ($100.00). At any other time this contract is only cancelable in
the event of a verifiable repossession or an insurance total loss. All notices to cancel must be sent to Administrator only." The contract was purchased 5/16/2014 and is clearly pass the 10 day cancellation period. The vehicle has not been totaled in an accident nor has it been repossessed, so the pro rata refund does not apply.Thank you,[redacted]Elite Warranty, Inc.General Manager
The customer's Warranty Contract clearly states that the maximum payout on the rear differential is $1500. We paid $1100 for the replacement rear differential on 3/7/2016 and $400 for the labor to the shop on 3/10/2016. That totals $1500. The rear differential we purchased had a problem and it came...
with a 6 month parts only warranty. We shipped a replacement rear differential to the shop, but the maximum pay out of $1500 had already been met. So there was no further money for the labor to replace the rear differential again. The part did not come with a parts and labor warranty - just parts only. The rear differential has no further coverage by his Elite Warranty contract.
Complaint: [redacted]
I am rejecting this response because: I possess all documents to back up my complaint.
Sincerely,
[redacted]
I received the complaint from [redacted] concerning the repair to his 2003 Ford F350. Among other items, his truck has a turbo that has failed. The total Turbo coverage on his contract for repair/replacement of the turbo is $1500 parts and labor over the life of the contract. The GENERAL...
PROVISIONS of his contract states, "Replacement parts can be of like kind and quality. They
may include new, remanufactured or used parts as determined by Administrator."The truck he purchased used had 261,682 miles on it at the time of purchase on 12/1/14. At the time of the repair, 4/7/15, it now has 265,323 miles on it. We located a "used" turbo from one of our salvaged parts dealers with only 120,000 miles on it that comes with a 6 month parts only warranty from the parts dealer for $700 shipped in. This part has 100,000 miles less than the used truck had on it at the time of purchase and it comes with a warranty. With the labor to replace the turbo of $252 the total amount we have authorized for the repair is $952 leaving $548 turbo coverage for the remainder of his contract, which is more than 4 years.It was explained to the customer that he may choose to "pay the betterment" and have the shop put a "new" turbo on his vehicle, but the warranty would pay $952 parts and labor for the repair. The customer chose to have the new turbo from the shop, and we authorized the shop for $952. So, the customer is responsible for the difference of the cost of the new turbo. The customer still has $548 turbo coverage for future turbo break downs for the remainder of his contract.Thank you for your attention to this matter.[redacted]General Manager[redacted]@elitewarrantyinc.com
I'm not sure what a mechanical engineer has to do with this, but the tech at the shop that called us clearly stated the timing belt broke and caused damage to the engine when it broke. As I explained, the timing belt is not a covered item and we do not cover the damage to the engine caused by the broken timing belt. Your warranty coverage was a 3 month, 3,000 mile coverage plan which expired on 5-25-2015. There is no refund at this point.The Roadside assistance coverage is for 12 months, 12,000 miles. So, if you need reimbursement for the flat repair/assist, you will need to send in the invoice/receipt with the mileage at the time of the repair/assist and we will send you a reimbursement check. If you wait a month like before to send in the information, then it will take a month to get reimbursement.
The customer's contract has been cancelled as per the customer's request. The pro rata refund as per the contract has been sent. That is all we can do.
I am sorry that Mr [redacted] is unhappy. He has taken his vehicle into the shop and the shop has diagnosed an engine problem. On two different phone conversations with the shop, we requested an estimate or work order from the repair shop that shows the parts and labor to do the repair to Mr [redacted]'s...
engine. To date, we have received nothing from the shop. We MUST have this information from the shop BEFORE we can authorize the repair. This has been explained to Mr [redacted] at least twice on two different phone conversations. We are more than happy to authorize covered repairs, but we must receive the required information before we can do so. If Mr [redacted] will have his shop email or fax the information we have requested, we will be happy to review, authorize and pay for all covered repairs to the extent of the warranty limitations.
Complaint: [redacted]
I am rejecting this response because:
I'd like to start by saying my name is [redacted], not [redacted]. It happens a lot, and it's an easy mistake to make, but I would like to be called by my correct name.Most of the items covered in Mr. S[redacted]'s response I already covered in my initial complaint. For example, I explained that I threatened to file a complaint and I had a short window, and I acknowledged that the time for requesting a cancelation was well past. There was no need to restate these facts.I did not pester the dealership - I met with Kevin once in person and called him once later that day. I texted Kevin twice the next day, and he texted back once. I have had no contact with him since, and this was at least a month ago. I have spoken to Miles, one of the owners of the dealership, three times in my entire life - once when purchasing the vehicle, and twice when I was trying to get them to fax the cancelation form. One of those two times I called him was because Kevin referred me to him, the second time was the next day, and he also was extremely abusive to me. I have also texted Miles once in my life, and he texted back once. I view this as very little contact, and I do not agree that it was harrassment and/or pestering. I also do not agree that I ever harassed Mr. S[redacted] - I have spoken to him three times in my life, and left him two voicemails. Two of the three times I spoke with him, he called me, I did not call him.My main purpose in reporting these companies is to let other people know about them and how horrible it has been trying to work with them. The dealership will never send the fax, and they are not obligated to - despite it being the right thing to do. Elite Warranty Inc. will never discontinue their abusive customer service and I will be stuck in a contract with them until the time/mileage terms of the agreement have expired.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by my mechanical engineer it was in fact the timing chain. As stated to elite warranty by Volkswagon. Since Elite warranty stated that it was not covered. I was left without a vehicle for three weeks. While the dealer fixed my vehicle and stated to me that Elite warranty was a new company that that contracted with and apologized for the inconvenience. They offered to fix my vehicle and tow my car due to Elite warranty not assisting in the matter. I never called Elite warranty on 8/24/15 for a flat repair. I called to question to validity of the warranty being that I had to wait over 30 days to be reimbursed for a tow 3/6/15 after just purchasing the vehicle on 2/ 24/15. I called Roadside assistance on 8/25/15 at around 5:30 PST, only to be told that they were closed and that I would have to pay out of pocket. I do not feel that California residents should pay out of pocket for services that are being paid or has been paid in a contract. I work between 8-5 PST. Which does not give me the ability to use my warranty without paying out of Tue pocket. How is that considered a warranty if the business is always closed and you have to pay for a tow? What is Tue purpose of the service if you still have to pay?Sincerely,
[redacted]