All American Garage Doors Inc

8/11/2016    This letter is addressing complaint filed with the Revdex.com on 8/11/2016.   On 8/3/2016 at 1:24 PM we received a call from National Transmissions, LLC located at [redacted] to start a claim on your vehicle.  At that time the shop stated you...

had a transmission issue with your vehicle with the transmission slipping.  The shop stated that you authorized them to remove the transmission from the vehicle.  This is in violation of your signed contract stating that no tear down is to be done without request of the warranty company.   Since we were not able to get an inspector there to verify the concerns the claim has been declined.  Please refer to the reversed side of your signed agreement with Continental Warranty (In the event of a breakdown section).    Thank you for contacting us about your concerns, unfortunately since the terms of the contract were not met we cannot proceed further with your claim. Thank You, Continental Warranty Claims Department

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[redacted]                                                              [red...⇄                  [redacted]                                            ...⇄ />                                         ...⇄ /> [redacted]                         Thank you for the correspondence regarding our customer. Continental Warranty, Inc. was contacted on February 7, 2017 at 2:40 PM by West Broad Audi reporting a failed air ride suspension compressor. The contract surcharge for air ride suspension protection was not selected by [redacted] at the time of sale, therefore the air ride suspension compressor was not a covered item:  SUBCHARGE:ÿ      GPS NAVIGATION – Navigation display unit (coverage for display failure only); navigation control processing module.ÿ      AIR RIDE SUSPENSION – Front Height sensors, Rear Height sensors, Air suspension compressor, Air suspension compressor drier assembly, Air suspension compressor muffler assembly, Air suspension relay, Air suspension compressor pressure sensor, Air suspension compressor over heat cut off switch, Air suspension Valve Block assembly, Air suspension reservoir, Front Air springs, Rear Air springs, Air suspension system pressure switch.              *Number (3.) on reverse side of vehicle service contract     [redacted] called the Continental Warranty, INC. Claims Department at 2:56 PM on 2/7, and asked if we could assist in any way. In an effort to maintain customer satisfaction, Continental Warranty, INC authorized the air ride suspension compressor to be replaced as a goodwill gesture. Continental Warranty, INC agreed to cover the part, and the only responsibility of the customer was to pay for the associated labor for replacement of that part. Per the service contract, Continental Warranty, INC has the option to supply the parts for all air ride suspension component claims.    Please refer to the backside of contract: 3. AIR RIDE SUSPENSION- All named air suspension components are supplied directly from an outside licensed vendor at Continental Warranty Inc.’s request.    [redacted] had already authorized the repair of the vehicle using the service facility’s part, and asked if we could pay the shop directly. The cost of the part with shipping would have been $520.00 through Continental Warranty INC.’S vendor. However, to further assist the customer, Continental Warranty, INC paid the full retail price of $1162.25 for the service facility’s part by corporate credit card. Normally, the credit card limit is $1,000.00, but it was decided to exceed the set credit card charge limit, so as not to delay the goodwill claim process any further.   To summarize, the part that failed was not part of the service agreement coverage, due to the fact that the additional air ride suspension surcharge was not elected at the time of sale. [redacted] requested some assistance; and, in turn, Continental Warranty, INC. provided coverage for a non-covered item. Clearly, Continental Warranty, INC. went above and beyond the coverage guidelines for what the customer is entitled, per the service contract. By contacting the Revdex.com, it would appear that the customer is still not satisfied, which is disconcerting since every measure was taken to accommodate the customer.   In response to communication from customer on 3/16/2017:       Please note that the air suspension part that would have been supplied by Continental Warranty, Inc. was a new factory OEM part, not aftermarket or refurbished.   The claim was originally called in by West Broad Audi on February 7th 2017 (Tuesday), at 2:40 PM. All claims are time and date stamped in the system when placed. This was the first contact by the repair facility to start the claim process. [redacted] contacted Continental Warranty, Inc. on February 7th 2017 at 2:56 PM, shortly after the repair facility was told that the part was not covered. It was at this point that [redacted] realized that she did not purchase the surcharge on the contract for the air ride coverage, and that the service contracts are not “bumper to bumper’ offering blanket coverage on every part of the vehicle. Continental Warranty, Inc. approved the goodwill repair to assist the customer at 11:00AM on February 8th 2017, (Wednesday).  The supplier would have overnighted the part, resulting in a next morning arrival on February 9th 2017 (Thursday). [redacted] admits to approving the repair on Tuesday February 7th, which is the same day the shop reported the claim, and the same day [redacted] called asked for assistance. The goodwill assistance approval was given in less than 24 hours, however the customer had already decided to have the shop proceed with the repairs before that goodwill assistance approval was made by Continental Warranty, Inc.  Unfortunately [redacted]’ timeline for the chain of events throughout the claim process is not accurate, making it appear that Continental Warranty, Inc. purposely wanted to cause delays with the claim. Nothing could be farther from the truth, however, as it was Continental Warranty, Inc.’s full intent to expedite assistance to this customer efficiently by offering goodwill coverage for a non-covered component.  Sincerely, [redacted]Continental Warranty Claims Department

01/09/2017[redacted]
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[redacted]  [redacted] Thank you for your correspondence.  This letter is intended to address your concerns that were filed with the Revdex.com on 1/5/2017.    Continental Warranty, INC., received a...

copy of your vehicle service contract from Direct Motorsport on 1/5/2017; however, the contract was purchased on 10/3/2016.  Prior to this, Continental Warranty, INC. had no records of your vehicle service contract.  A claim was phoned in on 1/5/ 2017 at 2:48 P.M., from John at Checkered Flag BMW.  The concerns that were reported were a whining noise coming from the front of the vehicle, as well as an engine hesitation.  The shop was unable to verify any unusual noises, however a fault code for a low fuel pressure sensor was retrieved, and the sensor was recommended for replacement.  Unfortunately, the fuel pressure sensor is not a component listed for coverage under your Continental Gold service contract.  In addition, during their complimentary inspection of the vehicle, the shop noted that the oil filter housing gasket was leaking.  As disclosed on the vehicle service contract, gaskets and seals are not covered components under the Continental Gold level of coverage.  Continental Warranty, INC service contracts list every eligible covered component in an itemized format, giving the consumer a clear and transparent disclosure of the policy.  While the Continental Gold coverage is quite comprehensive, it is not the highest level of coverage available.    Continental Warranty, INC. also offers an Ultracare policy, which is available for your viewing and comparison on our website at www.continentalwarranty.org.   This plan offers an even more comprehensive and inclusive level of coverage for your vehicle, and may have been a better fit for your particular needs.  As always, Continental Warranty, INC strives to provide excellent customer service, and will continue to offer the highest levels of coverage available for service contracts in the automotive market.   Thank you,Continental Warranty Claims Department  us why here...

Thank you for the correspondence regarding our customer. Continental Warranty, Inc. was contacted on February 7, 2017 at 2:40 PM by West Broad Audi reporting a failed air ride suspension compressor. The...

contract surcharge for air ride suspension protection was not selected by [redacted] at the time of sale, therefore the air ride suspension compressor was not a covered item:     SUBCHARGE: ÿ      GPS NAVIGATION – Navigation display unit (coverage for display failure only); navigation control processing module. ÿ      AIR RIDE SUSPENSION – Front Height sensors, Rear Height sensors, Air suspension compressor, Air suspension compressor drier assembly, Air suspension compressor muffler assembly, Air suspension relay, Air suspension compressor pressure sensor, Air suspension compressor over heat cut off switch, Air suspension Valve Block assembly, Air suspension reservoir, Front Air springs, Rear Air springs, Air suspension system pressure switch.               *Number (3.) on reverse side of vehicle service contract        [redacted] called the Continental Warranty, INC. Claims Department at 2:56 PM on 2/7, and asked if we could assist in any way. In an effort to maintain customer satisfaction, Continental Warranty, INC authorized the air ride suspension compressor to be replaced as a goodwill gesture. Continental Warranty, INC agreed to cover the part, and the only responsibility of the customer was to pay for the associated labor for replacement of that part. Per the service contract, Continental Warranty, INC has the option to supply the parts for all air ride suspension component claims.     Please refer to the backside of contract:   3. AIR RIDE SUSPENSION- All named air suspension components are supplied directly from an outside licensed vendor at Continental Warranty Inc.’s request.             [redacted] had already authorized the repair of the vehicle using the service facility’s part, and asked if we could pay the shop directly. The cost of the part with shipping would have been $520.00 through Continental Warranty INC.’S vendor. However, to further assist the customer, Continental Warranty, INC paid the full retail price of $1162.25 for the service facility’s part by corporate credit card. Normally, the credit card limit is $1,000.00, but it was decided to exceed the set credit card charge limit, so as not to delay the goodwill claim process any further.      To summarize, the part that failed was not part of the service agreement coverage, due to the fact that the additional air ride suspension surcharge was not elected at the time of sale. [redacted] requested some assistance; and, in turn, Continental Warranty, INC. provided coverage for a non-covered item. Clearly, Continental Warranty, INC. went above and beyond the coverage guidelines for what the customer is entitled, per the service contract. By contacting the Revdex.com, it would appear that the customer is still not satisfied, which is disconcerting since every measure was taken to accommodate the customer.       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.

Complaint Type:Guarantee Or Warranty IssuesselectProblem:why can this company's get away with this ohh we don't cover that. I had to pay for new coolant for an ac unit I had done. the ac was grinding and all kinds of noise. Continental warranty wanted the service place to save old coolant and put back in new ac unit metal shavings would have been in that coolant and the work would be useless just too damage a new unit. don't make since to me!!!TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I paid $1500.00 to hear two times now oh not covered close down this place and get people like me our hard earned $$ back in full. they make it sound like its all good until you use it most places wont use these people because of there slow pay and no cover this and that. please get my $1500.00 back in fullTranslate

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.As stated in my original complaint, those terms were not disclosed to me by the dealership.  The paperwork given to me by the dealer (representative for Continental) DID NOT contain the additional pages provided by Continental.  I did not sign a contract containing the language highlighted in the info provided by Continental in their response to this complaint.  It is also notable that the email I've attached from Continental's dealership representative (Leo) who sold me the package, from Landrover Milford, indicates his rough assessment of how the warranty company would calculate my refund and the metrics by which they would make the assessment.  No where in the dealer's response was there any mention that a claim would be deducted from the refund.  Landrover Milford was also the dealership paid by Continental when my one claim was put thru; As an authorized representative and seller of Continental's Warranty, Landrover of Milford should have: 1. Been aware of the refund terms/Provided me with the pages showing a cancellation penalty net any warranty claims2.  Not misrepresented the warranty  3.  Been aware that the 1 claim paid to them would have left me with $zero dollars refund 3.  Responded to me in a timely matter (I waited months for Continental's response via my point of contact, their sales arm at the dealership). 4. Disclosed all terms of the cancellation policy.  Again, I can't emphasize enough that their main selling point on the policy was that "[I] could cash it in for a pro-rated refund.. no matter what claims may be put through... assuming I stayed within the mileage / timeframe of the contract.  The very fact that the policy was over $4,000 made this work for me to buy given that point.    Bottom line is Continental should stand behind the mistakes made by their authorized representative and honor my refund. They should educate their representatives to sell their policy honestly so it is not misrepresented.