All American Garage Doors Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. As I stated in my initial complaint regarding this ***er I do not agree on the outcome I will list below again my timeline 11/16/- BMW of Watertown started claim 11/17/ - Inspection completed with BMW of Watertown and authorization given to get transmission rebuilt11-22-shop declined doing the repair and customer asked for assistance with another shop Did not want to go to the selling dealerFound a shop in the area Just to add to this, From 11/- 11/I was waiting to get a call from Continental since BMW told me they were waiting for your approval. The only reason I found out was because I called BMW and they told me they were waiting on Continental to approve so I called you and you told me that BMW was not going to repair the transmission because they only do new transmissions. I don't know which story is correct but why would an auto shop keep a car not being worked on?I declined on getting service with the selling dealer because I have a lawsuit currently on them From the moment I purchased this vehicle it has only been headaches and I never used your warranty for this specific reason because you guys don't cover much and at the end the customer ends up paying out more than what is expected but in my situation I had no other choice but to use this warranty that cost me a lot of money. Continental doesn't cover new transmission just rebuilt and BMW declined servicing the vehicle because they could not take liability of this work when they don't repair transmission only install new transmission and I was not going to pay out of my pocket for a new transmission when I paid for an extended warranty so I made the decision of getting the car repaired somewhere else which you helped to get me that informationAt this point *** from Continental Warranty had already called and spoke with *** at German Auto and he informed him that he was at least weeks behind. Now I had been calling *** and asking him for approval for the extended rental coverage since the moment the claim was opened and the only information he was able to tell me is that the warranty only covers days of rental and he would forward my request but the claim was opened 11/16/so I don't see why this was running on for so long to get approval The reason why I am trying to get my full expense on the car rental is because of the lack of communication Continental Warranty has delivered to me and because of this I had to exceed the car rental days *** knew from the beginning that this shop was behind and that I was already reaching my days limit but instead of him calling the other shop he found he ok'd the vehicle being taken to German Auto Shop *** spoke with the mechanic (***) and was aware of their time frame in getting my vehicle repaired and it was not a (day) waiting period especially with the car being dropped off a day before thanksgiving 11/23/ We dropped the car off at German Auto and *** informed me that he informed you that this will not be completed in days due to him having other vehicles in front of mine. I explained to him my situation with the car rental and continental only covering days and he said he made you aware of this situation ahead of time. *** told me he would try his best to get it done as soon as he can and he kept his word 11/24/2016- HOLIDAY - Thanksgiving . Shop was closed on Thursday and Friday. 11/- German Auto removed transmission for rebuilt 12/8/- Fixed transmission arrived to German Auto. *** promised for the car to be worked on 12/& 12/and ready for pick up on Monday, December 12th, 2016. In processing time and car being worked on and dealing with two dealerships it did not take calendar week to complete. Please have this timeline reviewed 12/12/- I picked up completed vehicle on 12-12- Revdex.com: Please look into this ***er, I do not accept their response and I should be entitled to my full expense on car rental reimbursed When dealing with customers your priority should be to make sure things are communicated on a daily basis and always follow up with them to make sure things are going how they should I was constantly reaching out to *** and at the end never had a full response on anything except him telling me that the warranty only covers a day rental, but then again he didn't make an effort to make sure this would be resolved within days At the end *** always stated he would call me back and leave me a voicemail but the only voicemail I got was one that he recorded to cover up At that point I decided to keep everything through emails Please review my response to Continental Warranty response I want full refund for my expense for Car rentalThe expense I have encountered is not right and situations like this should not occurThis company needs to realize the situation a customer of theirs has been put into because of lack of customer service and efficiency to a customer.
Regards,
*** ***

Tell us w9/29/2016 On 9/28/at 9:30am a claim was called in from German Performance on your BMW X5. The repair facility stated that the vehicle was towed in, and it needed an alternator. Per the terms of the contract, we ran the part
number through our database, and offered to send a replacement alternator for your vehicle which was a new OEM part. The shop stated at that point they would use their part, and that you would pay the difference on the claim. The new OEM part that we could have supplied had a price of $565.00, including overnight shipping. The repair facility’s part had a cost of $921.03, which is significantly higher. Per the terms of the contract, we offered to send the part to the shop, and Continental Warranty, INC would have been responsible for any warranty on that part for the remainder of the terms of your contract. See signed contract: Parts: Replacement of Covered components shall be made with parts of like kind or quality and may be new, rebuilt exchanged or serviceable used components. Had the new OEM part which Continental Warranty, INCoffered to send was used, it would have prevented the additional out of pocket expense that was incurred. The labor amount requested by the repair facility was paid in full, so the only price difference was due to the fact that the service facility did not give you the option to use the part we would have suppliedAdditionally, in several cases, the part warranty included with the parts that we supply have better terms than the ones being offered by the service facilities The elected deductible per your contract is zero, however if you choose to use parts that are different from what is approved by Continental Warranty, you will in most cases have out an of pocket expense Thank You,Continental Warranty Claims Department

Continental has reviewed the complaint, however the customers contract states the Cancellation termsA copy has been provided for your review and the Cancellation terms have been highlighted

Acct # ***Customer: *** *** Thank You for making us aware of the customer’s concerns.Continental Warranty, INC has been in contact with thecustomer and the situation has been resolvedIn an effort to provide thecustomer with the highest level of service possible, Continental
Warranty, INCwas able to procure and extend the extra funding needed to repair the vehicleThank You

We have spoken to the customer and there was a total miscommunication between the repair facility and the customerThe customer thought that the repair facility had attempted to file a claim with Continental Warranty, INC; when, in fact, the claim was mistakenly called in to the manufacturer’s
Certified Warranty Claims DepartmentWe have contacted the repair facility, the items required for repair are covered, and the customer has made an appointmentThe customer has agreed to rescind the Revdex.com complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company authorized (consented to) covering the repairs of the CoveredComponents of my vehicle as requested I consider this matter resolved
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I totally reject their detail of my complaintThey did not answer any of my response questions on how I was taken advantage of by the car dealer or this companyPerhaps the dealer himself should go more into detail on how much this contract could cost an consumer if they cancel before the expire dateWhen a person is buying a car you take the time to read over the taxes, and the total costs of the vehicleYes the warranty is discuss by the sales person, but the majority of the talked is about what the warranty covered as far repair service and vehicle partsIf a customer knew they could lose a large sum money on a warranty, perhaps they would not buy a used carIf the warranty contract is that important and the consummer face a penalty if they cancel early, the focus of the conversation should be about the total costs of this warranty even if you do not file any claims against Continental WarrantyNow tell me are they a warranty company or an insurance company? Customer need to know this when they are signing a contract with this companyNow I know why their are so many complaints against this company over the internet, If I knew this before hand I would not purchase this warranty from them Warranty is about protection of the vehicle not about making money if you cancel earlier I will wait to hear back from youThanks *** * ***

[redacted]...

[redacted]                                   ...⇄ [redacted]
       [redacted]
       [redacted]
       [redacted]
                                        ...⇄ /> [redacted]                                   [redacted]                      ...⇄                             [redacted]                                          ...⇄ />                                         ...⇄    [redacted]                                                     ...⇄ [redacted]     Continental Warranty has provided Land Rover of Milford with the cancellation details for the customer’s cancellation. The cancellation request was received on December 23rd 2016 and the paper work was mailed back to Land Rover of Milford on December 29th 2016 stating no refund due. It was prorated by miles leaving 8 percent of the warranty, however, after deducting the $50.00 cancellation fee and claims of $1261.42 paid by Continental it was determined there is no refund due to the customer.  The process of cancellations is stated on the back of the contract which states that the cancellation fee and any claims paid by Continental Warranty would be deducted.  I have provided a copy of the contract with the highlighted cancellation area showing the process for your review as well as the letter showing pro-ration and paper work from Land Rover of Milford requesting for it to be cancelled.     Kind Regards,     [redacted]

To: Revdex.com of Delaware                                    ...⇄ September 29, 2016        60 Reads Way        New Castle        DE 19720                                         ...⇄ [redacted]                                                   [redacted]        ...⇄            [redacted]                                            ...⇄                                         ...⇄ Dear [redacted]                       Thank you for the correspondence,   The level of coverage purchased unfortunately does not cover any type of fluids for any repair.   Please refer to the back of the signed vehicle contract for reference:   What is not covered   C) Oil, Grease, lubricants, fluids, coolants, refrigerants, wheel alignments.   In reference to the refrigerant recovery concern: The federally mandated refrigerant recovery machines have filters to catch all metal shavings due to compressor failure. The refrigerant is then returned into the new/replacement air condition compressor.   The vehicle service contract can be can cancelled at any time. Please call our office at [redacted] to initiate the cancellation of the vehicle service contract.   Please refer to the back of the signed vehicle contract for reference:   CANCELLATION: You may cancel this Contract by notifying Us.  A Continental Warranty Inc. cancellation from must be submitted to Us.  The form must be notarized indicating the current odometer reading at the date of request will be required. If Your Vehicle Contract has been Financed, the (lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total loss. If this contract is cancelled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refunded.  After (30) calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage began. A $50.00 service charge as well as the total amount of all authorized claims will be deducted from all refunds after (30 calendar days) cancellation Item # 3. In the event of cancellation, the lien holder, if any will be named on the cancellation refund check.       Sincerely, [redacted] Continental Warranty Claims Department

The customers cancellation has been processed and all paper work has been sent to the dealer. Cancellations process is 4-6 weeks the customers cancellation was processed in that time frame. If the customer has anymore questions or concerns they should refer to the dealer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I wanted an opportunity to refute Mr. [redacted]'s claim of making a "goodwill gesture" and working to provide complete customer satisfaction. Mr. [redacted]'s claim that the air ride suspension surcharge was not selected on the contract was correct. However, when I was sold the Continental Ultra Care Warranty, I was told this was the "best warranty in the industry and I would have a bumper to bumper coverage". I was never asked about adding coverage for an air ride suspension or a GPS. The brochure that detailed the policy coverage included the air ride suspension and the GPS. Therefore, I was under the impression it was covered.  The first call Mr. [redacted] received was from the Audi Dealer on Monday, February 6, when he rejected the claim. I began calling him on Tuesday, February 7, expressing my frustration with the claim he denied. It took 48 hours, dozens of phone calls, and posts to Continental Warranty social media accounts expressing my frustration for Mr. [redacted] to respond. Mr. [redacted] told me that "the administrators" were not happy about my social media posts and it would delay their decision making process. Finally, on Wednesday evening at 4:20 PM, Mr. [redacted] said they would cover the part, and I would be responsible for covering the labor. I was not satisfied with the result, because they should have covered the entire cost, but the 48 hour battle had already taken it's toll on me. Therefore, I agreed to his terms.  Much to my surprise, Mr. [redacted] said "we will ship the part out first thing in the morning and they should have it by Friday". I told him my car had been at the dealership since Saturday, and I had authorized the dealership to do the work on Tuesday, since the battle with Continental Warranty seemed to be going nowhere. Mr. [redacted] told me that they had done all they could do and even if I had selected the air ride suspension surcharge for the policy, the parts would come from them directly to the dealership. That is when I discovered it's because they use aftermarket, refurbished parts for the air ride suspension repairs. No other repair requires parts to be sent from the warranty company. I found this to be yet another loophole they were trying to use to avoid paying the claim.  I called  Mr. [redacted] again and asked him to give me the credit for the aftermarket part since the work had been completed. He said he would have to check with "the administrators" and he would get back with me. Finally on Friday morning, Mr. [redacted] called to say that they had agreed to credit me the amount for the part and they would send a check to my home address.  At this point I was furious. I told Mr. [redacted] that I expected him to pay the dealership directly, just like every other claim, so I would not be involved in the transaction. This was due to the fact that while reading complaints about Continental Warranty Company on [redacted] I noticed that several customers complained that they waited over 30 days for reimbursement from them. Again, the dealership told me they have never seen a warranty company try to send a check to cover the cost of the repair. All warranty companies pay the dealership directly with a credit card. At 1:25 on Friday afternoon, February 10, 2017, Mr. [redacted] paid a portion of the repair of the air suspension system directly to the Audi dealership with a company credit card.  I am disappointed, frustrated and angry that Continental Warranty Company feels that they offered me a "goodwill gesture" by paying for a portion of the repair, which should have been covered in its entirety. This endeavor took an entire week of battling with them to partially cover an item that should have been included in the $4,990 I spent on the original warranty. Mr. [redacted] was crafty in his stall tactics. He thought I would give up the fight, but I fully believed they were looking for a way out of paying the claim.  I maintain my grievance with Continental Warranty Company and I hope that my complaint, combined with dozens of others like mine, will not fall on deaf ears. I am grateful for your examination of this company and their practices.
Regards,
[redacted]

Thank you for the correspondence in reference to Mr.[redacted]’s vehicle service contract. Continental Warranty Inc. has a fully staffed call center to answer a large volume of incoming calls.After office hours calls are answered by a live answering service that pages or emails...

the on-call claim adjusters. Pertaining to this concern Continental Warranty’s call log records reflects:9/18/2015: Repair facility requesting to place a claim against Mr [redacted]’s vehicle (contract expired by time)9/30/2015:Mr. [redacted]; Mr. [redacted] explained to Continental Warranty’s Claim Manager thathis vehicle had been at the repair facility since 9/2/2015 and he will attemptto acquire a phone record from the repair facility reflecting the date Continental Warranty Inc. was called.  Please see the signed vehicle service contract for reference: 1.Term: Contract shall be in effect as of the date accepted by Us and shall remain so until expiration of either that time or mileage limitations, whichever comesfirst. Claims made after expiration shall be rejected to the date of the mechanical breakdown. At this juncture the Continental Warranty Inc. vehicle service contract has expired by time (9/17/2015).Continental Warranty Inc. is not able to fund any repairs after the expiration date.

[redacted]                       ...

                              
       [redacted]
       [redacted]
       [redacted]                                   ...⇄ From: Claims Dept.                                                    Vin: [redacted]Re: ID [redacted]                                                   ...⇄ 2009 Chevrolet Traverse                                                                       ...⇄ 101,123                                    �...⇄ Dear [redacted]               Thank you for your correspondence regarding [redacted]’s 2009 Chevrolet Traverse. Durand Chevrolet contacted Continental Warranty Inc. on April 28, 2016 for the air conditioning is not blowing cold air. The diagnosis to repair the air conditioning is a rear air conditioning line (metal and rubber design) in the rear of the vehicle. Continental Warranty Inc. lists the covered items on the front side of the service agreement. The air conditioning line, part number 23199274 is not listed on the service agreement as a covered component.  Please view your signed service agreement for reference:  Air Condition Components: Expansion valve, pressure cutoff switches, orifice tube and dryer, Compressor; Internal assembly including: pistons, rods, valves, bearings and shafts; clutch and pulley, condenser and evaporator. For hoses, O-ring, seals, refrigerants and other non-covered components, the contract holder is responsible. NOTE: O.E.M refrigerants are to be used if replacement is required. If failure is due to a covered component, and fluid conversion is necessary, the contract will cover the conversion parts and labor only  Unfortunately the air conditioning line (part number 23199274 ) is not listed on the service agreement for coverage.                     Continental Warranty Claims Dept.

Tell us why To: Revdex.com of...

Delaware                                    ...⇄ August 23, 2016       60 Reads Way       New Castle       DE 19720                                     �...⇄ From: Claims Dept.                                                      [redacted] [redacted]                                   ...⇄            Vehicle: 2008 Dodge Dakota[redacted]                                            ...⇄ 70,981                                     ...⇄ [redacted]                                        Thank you for the correspondence, Continental Warranty Inc. was contacted on August 8th 2016 by [redacted] from Belle tire for a noise coming from the air conditioning compressor. Authorization was given to [redacted] the same day for the shops supplied air conditioning compressor and drier. The amount authorized was $518.50 minus the customer’s $100.00 deductible. Payment was made in 8 days to Belle Tire via credit card. The Freon should have been recovered and returned into the new air condition compressor, and if any other gasses or fluid needed, they would need to be funded by the customer. Please refer to the back of contract under What is not covered C) Oil, Grease, lubricants, fluids, coolants, refrigerants, wheel alignments. O) Testing/Diagnostic fees are not covered. The shop, Belle Tire, should have explained the out of pocket fluid expenses to the customer.  Sincerely, [redacted]  Continental Warranty Claims Department.                                    here...

Revdex.com of Delaware                                    ...⇄ />
        December 19, 2016 60 Reads Way New Castle, DE 19720                                           ...⇄ [redacted]                                                     [redacted]       [redacted]                                                    [red...⇄                                         ...⇄                                             ...⇄ [redacted]                                         Thank you for your correspondence regarding the customer’s concerns.  Continental Warranty INC. was contacted on 11-16-2016 by BMW of Watertown, reporting a transmission issue with the customer’s vehicle.  Listed below is the timeline of events:   11-17-2016 – The independent inspection company verified a transmission failure. [redacted] at BMW of Watertown was contacted, at which point Continental Warranty, INC. authorized a rebuilt transmission through their own supplier. Another option offered, was if the customer wanted a remanufactured transmission supplied by the dealer, the amount authorized for the rebuilt unit would be applied towards that total cost, and the customer would pay the difference. The shop inquired about rental, and was told that the contract covers 7 days maximum rental at $30.00 per day ($210.00 total).   11-21-16 – Continental Warranty, INC. called BMW of Watertown to follow up, left message for [redacted].   11-22-16 Continental Warranty, INC. called BMW of Watertown to follow up on claim, left message with [redacted].   11-22-16 [redacted] from BMW of Watertown called, and stated that the dealer is declining to make repairs to the vehicle.   11-22-16-  [redacted] (vehicle owner and customer) called and requested help in locating a new shop. It was suggested that the customer take the vehicle back to the selling dealer, but she declined.  Another local shop (German Auto Repair) was contacted, and the customer agreed to take the vehicle there for repairs.  The customer asked about rental coverage, and was reminded that the contract covers 7 days maximum, at $30.00 per day ($210.00 total).         11-23-16 - [redacted] called and had misplaced the new repair facility’s information. She asked about rental coverage again, and was once again told that the maximum rental approved was 7 days at $30.00 per day, as stated on the back of the signed service contract:   7.Car Rental Reimbursement: Covered component of selected coverage takes more than 9.0 labor guide time. Rental reimbursement may, at the discretion of CWI, be authorized up to one calendar week, at $30.00 per day.   11-23-16 - Customer dropped of the vehicle at German Auto Repair, the day before Thanksgiving.   11-28-16 German Auto Repair removed the transmission for rebuilding.   11-29-16- Rebuilders picked up transmission from German Auto Repair.   12-8-16 – Complete rebuilt transmission was delivered to German Auto Repair.   12-12-16- German Auto Repair completed the final repairs to the vehicle, and it was returned to [redacted].     The supplied rebuilt transmission was delivered with the correct amount of fluid, however fluid is not covered on the policy, and would have been a customer expense. The fluid cost is $14.79 per liter (9 liters required), saving the customer $133.11 in fluid charges.     In the Ms. [redacted]’s email dated 12-16-16, she recognizes that the coverage is only for 7 days, but is requesting any help on extending the rental car coverage. Continental Warranty, Inc. did, in fact, extend the rental coverage for another 4 days, as a goodwill gesture. 11 total rental days at $30.00 per day was approved, for a total of $330.00.      At this juncture Continental Warranty INC. has gone above the signed contract limitations out of goodwill/customer service. The fluid expense of $133.11, coupled with the extended rental amount of $330.00, total $463.11       Sincerely,       [redacted]
 Continental Warranty Claims Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed...

appear below.I will not accept company response and the reason is: These quickbook invoice was given to me during the oil change. The invoice clearly says when the oil change was done. When I called the Warranty company he said the invoice might be fake. The company where I did oil change is no longer in business and yes I  did give him the phone number of the person who used to work for the company and he is the one who  did oil change so he can verify all the information. If the company went out of business it's should be not my concern or warranty company as long I have invoice from them. The Porsche of North Olmsted told me because its internal components damaged it should be covered by the warranty. I paid $5000 for nothing. I understand the engine need to be replaced and the Warranty company have to pay $25000 for replacement. This is the reason why they trying to find every reason not to pay!!! If you check every customer complain you will see same situation with everybody else not only me and if you google them you will see same thing. They trying to find every excuse not to pay!!! This company is Rip Off they will take your money and they will keep your money and will never pay for anything. I did ask them for full refund, because of Bait and Switch Practice.  I will not stop till I get full refund. Thanks God for Social Media. Regards,

[redacted]                                   ...⇄ [redacted]
       [redacted]
       [redacted]
       [redacted]
                                        ...⇄ /> [redacted]                                   [redacted]                                   ...⇄ [redacted]                                   ...⇄            [redacted]
                                        ...⇄    [redacted]
           
                                        ...⇄ /> [redacted] The process of cancellations is stated on the back of the contract which states that the cancellation fee and any claims paid by Continental Warranty would be deducted. Although it was sold to the customer by Land Rover of Milford it is up to the customer to review the contracts before signing.   I have provided a copy of the contract with the highlighted cancellation area showing the process for your review.  Kind Regards,   [redacted]

The customers contract does not state if they do not use it that they will be refunded all of their money. It states the following which is clearly stated on the back of their contract under cancellations: Cancellation:1. You may cancel this Contract by notifying Us. A Continental Warranty Inc cancellation form must be submitted to Us. The form must be notarized indicating the current odometer reading at the date of request will be required.2. If  Your Vehicle Contract has been Financed, the ( lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total loss.3. If this contract is canceled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refunded. After (30)calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage began.4. A $50. service charge as well as the total amount of all authorized claims will be deducted from all refunds after [30 calendar days] cancellation Item # 35. In the event of cancellation, the dealer / lienholder, if any will be named on the cancellation refund checkThe customers contract cancellation has been processed according to their contract. The customers contract has also been attached and the cancellations process has been highlighted for review.

attached is the response

attached you will find the response for this complaint