Automotive Performance Warranty (APWI)

People this company is a true American scam. I bought my vehicle from MG Motors of Tucson Arizona for $2150 and I am totally dissatisfied with my interactions with APW. Apparently the Fiat my wife and I bought has a specialty brake pump which is only specific to that Make and model and hence isn't covered by the extended warranty. This particular part is no more uncommon as is an airbag. This company is managed by a single person who makes no effort to contact you or make himself really available for that matter. After having the vehicle diagnost APW simply never responded back with the repair shop. And mind you that I followed the instructions of taking the vehicle to the shop referred by APW. This company is simply a scam and I'm sure any dealership selling this warranty is well aware of that. Please save your money or do a better job of researching for a legitimate extended warranty company than a I did not. And I am in the process of starting a small claims law suit to get my money back. Don't be duped by buying a contract with this company.

My initial call was to someone who calls himself Neil. I was assured that my warranty (for covered parts) would be honored. We are now several months later and my check (for covered repairs) still has not been issued. It is next to impossible to speak with someone. The recording always has the same message .. that they are experiencing heavy call volume and someone will call you back. To be fair .. Neil has called me back a couple of times, but always had the same story .. that he will speak with his boss to get the check cut. We have had this conversation several times now. Neil (who is one of the faces of the company to the public) always passes the blame on to his boss. What poor customer service! I've spoken with Terri and no better success with her. I'm tired of being stalled by these folks and are ready to file a complaint with the District Attorney of Delaware. Run away from this company as fast as you can! If you buy an auto or any item and they are the warranty company .. consider carefully the complaints herein.

The customer called our Auto performance warranty international ( APW ) office on April 7, at 11:AMThe claims department reached out to the customer that afternoon at 1:PM and the consumer stated he has a blown head gasket that was diagnosed by [redacted] auto repairOur claims department had no prior knowledge of the malfunction with the vehicleThe customer was not directed to that repair facility, which is not in our network a direct violation of his contract, Paragraph claim procedureThe claims department requested for the customer to give us the current mileage of his vehicle in order to open a claimThe customer called the claims department on April 8, at 11:AMThe claims department reached out to the customer at 12:PM that afternoon and directed him to [redacted] center 302- 846- for a diagnosis from our authorized repair facilityThe customer informed the claims department that is current mileage of the vehicle Chrysler PT cruiser was 126,The customer also informed the claims department that his vehicle was in operable to drive so it would have to be towedThe front of the concert under towing it states that when a mechanical breakdown recovery component makes your vehicle and operable or unsafe to drive APW will reimburse for the towing charges a maximum limit of $The claims department also informed the customer that [redacted] center is exactly miles from his homeOn April 10, claims department received a fax diagnosis and estimate from [redacted] center with the current mileage verified at 126,The claims department reached out to the customer and informed him his repair could not be covered under his warranty due to the fact the vehicle was only driven miles into his contractOn the front of the contract bolded and underlined it states any claim filed within the first miles may be considered pre-existingAny claim that is considered pre-existing is not covered under the warranty because of that clauseOn April 15, upper management contacted the customer and thoroughly explain to him that our company and contracts are insured by The [redacted] and that they are extremely strict about paying claims that are considered pre-existing in mileage or claims that violate the contractAs a one-time courtesy to the customer APW consultawith the underwriting department and our law firm C [redacted] LLP and we will make an exception and help the customer out with a $allowance towards the repair of his vehicleThe Accounts Receivable department will be sending out a bank certified check via mail U.SPostal Service which he must sign for to receive Sorry for the delay in the response but I claims department wants to assure that you have all the vital details for the case as they are presented to you Warm regards [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted]

- [redacted] , [redacted] white;"> 11/23/APW was contacted regarding this claim The customer had paid $for the radiator This shop never contacted APW, or received an authorization number from APW11/24/:Claims Department spoke to the customers spouse (Mario) at 10:AM The customer never contacted APW to open a claim, and therefore never received an authorization number The customer had previously taken the vehicle to an unauthorized repair facility (Juniors Auto (violation of paragraph section 2) The customer proceeded to have repairs done to the vehicle without prior authorization (violation of paragraph section and 3)The components repaired on a vehicle are an oxygen sensor, catalytic converter (both non-covered components under paragraph 1) and a radiatorThe customer was directed to M&C Auto Repair (paragraph section D) to have the vehicle inspected to determine the stated repairs have been made to the vehicleClaims department was contacted by M&C Auto Repair They stated that it appeared that something had been done, but could not verify all of the work The radiator seemed to be replaced, however there is no way to confirm thisDue to the customer not following claim procedures as per the contract, they violated their contract, which left APW with no choice but to deny their claim, and cancel the contractThe Claims department has contacted the underwriting department in an attempt to have funds released toward this claim, however due to the customer breaching contract, they have not yet come to a decision whether to assist the customer with this claim Once a decision is reached, the customer will be contacted, as per APW Policy

I have tried for over a week to get a call back from these peopleThe first call was made by my repair shop, they have NEVER called him backI called them times in one day! The main problem with them is they have an answering service that has to forward you message to themThe answering service "DOES NOT HAVE A DIRECT NUMBER TO CONTACT THE WARRANTY PEOPLE"THIS IS A TOTAL JOKE, DO NOT WASTE YOUR TIME OR MONEY ON THIS WARRANTY

Tell us whyCustomer called our company to open a claim on 11/09/The customer stated that the vehicle will not move forward or reverse in gearAPW stated to the customer that we need a documentation of the current mileageThe customer stated the current mileage was 220,This was at 9: AMAPW spoke to customer again at 5:PMCustomer was calling to state that the previous given mileage was wrong and the actual mileage is 222,11/11/15- Claims Department spoke to customer at 11:AMThe customer was granted permission to take the vehicle to H [redacted] .11/12/- Claims Department spoke to [redacted] at [redacted] at 1:PMThe repair facility stated that there is an issue inside the transfer case and that the transfer case sounds like it is trying to grind its self apartThe repair facility stated that they were not be able to provide an accurate estimate until the transfer case is taken apart to determine the extent of the damageThe current mileage of the vehicle given by the repair facility is 222, The Claims Department requested the repair facility to send a rough estimate on the rebuild of the transfer case along with the current mileage of the vehicle document.At this point APW has confirmation from a shop of the customers mileageThis customer purchased a month warranty with APW on 8/21/with 217,miles on the vehicleThe warranty ends on 11/21/or if the vehicle reaches its mileage of 221,This is because this contract is a month warranty or 4,Miles contract which ever comes firstAPW sent out a Claim Denial letter due to customer exceeding mileage on 11/13/15.Attached is both the Claim Denial letter and the estimate APW received from the shop here

Contacting this company for warranty service is difficult. You have to leave a message with an answering service and they do not provide you with a list of authorize auto repair facilities. They in turn advise that they will find a facility and provide you with the info within a few days. I am very displeased with this company and contacting the attorney general & BBB to file complaints. I am also going to pursue retribution in small claim court.

Tyrone Taylor
Contract#97156

*** this is in response to case # *** *** **:
sans-serif;">The customer call our office on August stated that he was leaving his information to open up a claim with his vehicle is at no reverseOn August 20,our technical support department call the customer phone number you provided customer was unavailable at the time we left a extensive message @ *** @ 8:34am
the customer as well as Apw finally reached communication with each other on August 25, We receive the mileage in order to open the claim which was at the time 133, at that timeClaims Department instructed the customer that we will be setting up an inspection with a company called Car InspectorsWe informed them that car inspectors would have an adjuster contacting at the number which he had on file to arrange an appointmentClaims Department followed up with the inspection company of September 1, to find out if they have been out to inspect the vehicleThe inspection company informed our claims department that the adjuster in that area was pretty booked up, but that he would be out there this weekClaims Department also asked the inspection company to follow up with the customerWe provided the inspection company with both of the customers phone numbers which we had on file *** *** *** ** *** ** *** *** ***Our claims Department informed inspection company that will be looking forward to hear from themOn that very dayWe also took the liberty of calling the customer and providing him the toll-free number for the inspection company which was *** *** ***We also told the customer to ask for JacobThis was at 3:p.m
our claims Department did not received the inspection report until September 25,We then proceeded to try to contact the customer to update him on the inspection reportOn October 7, our claims Department called the customer and informed him that we were looking for lower mileage transmission with under 100,miles or less so that we could get a very good warranty on itOur tech Department also asked the customer how far he was from the used car factory auto repair shop in Frankford, De so we can have it shipped there, he stated that he was not very far at all.12:47pmOur technical support department has been waiting on some call back from a couple of auto parts recyclers were transmissions with 80,and 60,miles on themOn the back of our contract under paragraph 1, it states that Apw may replace the failed component with parts of like quality and kind as well as the same amount of mileage and also stated Apw should not be liable failure to match the exact type of replacement partsWe have been trying diligently to locate a lower mileage transmission for this customer with an extended warrantyBut if he wants our allowance on the job, according to a we could find parts for and laborWe will be more than happy to accommodate himOn the front of our contractIt states that our firm can make a reasonable allowance towards covered parts and laborSo we will make sure we reach out to him and work out the details of the paymentThe back of our contract paragraph states that it is a reimbursement contractWe will send out a preliminary bank certified check to start the process for the customer

APW was initially contacted by Mr*** on 1/13/to make a claim. The contract was originally provided to him on august 20th by the selling dealer Payless auto sales in Millsboro DE. He informed APW that he could not afford to pay the diagnostics fees at that
time, so he decided to wait until 1/26/to go to a shop for diagnostics. He then went for diagnostics at Tony Hudsons garage. APW has agreed to pay for everything that is covered under the contract. This includes the radiator and water pump as well as thermostat. There were never any claims or implications made by APW regarding this warranty being bumper to bumper The customer was misinformed by the selling dealer. Also, customer must read and understand all terms and conditions of the contract at the time of delivery of the vehicle. They were misguided, and did not understand what was on the contract. APW even supplied the parts for the mechanic to fix the vehicle, and they were sent to the repair facility that APW referred them to. APW works diligently with the clients in an effort to fulfill all obligations as per our contractsThe dealership where the client purchased the vehicle and warranty is currently under new management or closed at this time. The previous management may or may not have misguided the client, however the obligations of APW are clearly written into the contract. There are items not covered by the comprehensive warranty offered by APW, and it is the obligation of the client to cover those costs. APW informs the clients that they are not required or mandated to fix the uncovered components at that time or with our authorized repair facilities. That is clearly stated under our terms and conditions of paragraph section C. Titled Undersigned cooperationOn 1/13/a representative from the claims department first explained the terms and conditions of the contract to the client’s caregiver (***). She stated that she understood at that current time. On 2/8/the clients caregiver called again, and was once again explained what is covered under the warranty. She was directed to read the contracts terms and conditions including those on the reverse side. It was explained that anything that is not eligible for coverage is listed under examples of paragraph 2, which states that “there are items and services which are but not limited to…” which gives a detailed breakdown of non-covered components. There were several items on the back of her contract that are or should be replaced at this timeOn 2/25/the client spoke with a representative from APW who explained exactly what the total bill came to, and which components would be paid by APW as well as the fact that the components that are not covered and are the client’s responsibility. He expressed that he understood, and was satisfied with that arrangement. The shop was also contacted and a representative from APW thoroughly went over what is and is not covered by the warranty in an effort to avoid any misunderstandingOn 2/29/Laurie called again. She was informed that the mechanic had possession of the parts that were covered components, and had been authorized to do the necessary repairs for covered components. She became belligerent about the fact that she had a balance of $for non-covered components. She stated that APW should cover all parts of the vehicle including, but not limited to hoses, intake air tubes, and all labor costs. She stated that he should not be responsible for anything more than $140, which would be the diagnostics and towing fees, however he should also be reimbursed for the towing feesNeither Mr***, nor his employee, Laurie have sent APW any statements or receipts regarding towing. If they were to submit this information, APW would reimburse them up to $for the tow as per the contractThe clients caregiver was angry that APW will be covering $for labor, as well as the parts which totaled nearly $360, and not the total bill, disregarding the fact that $was the total for APW’s payout. She also complained as to the length of time it has taken to repair the vehicle. It was explained to her that APW has been ready to cover everything stated in the contract. The delay is due to the clients caregiver continuing to refuse to pay his share of the costs as per the contract that was provided by APWThe water pump, radiator, and thermostat were all covered by APW, as well as payment for the labor on all covered components. Tony Hudson agreed to reduce the price of the water pump to $instead of the $on the original estimate

In reference to case complaint #1*** *** *** our claims Department ordered a transmission from *** auto partsThe claims Department authorize *** to
deliver it to *** *** in Bridgeton, New Jersey on April The reason the customer's vehicle sat in the shop so long was due to the fact that *** was delivering a transmission and their vehicle broke down during the transportOur claims Department followed up with the customer to inform her of thisAs well as we had *** call *** *** an informed them of the delay on their end not oursThe unfortunate part is that would just a service contract companyWe do not do any deliveries and once we give out our credit card to used parts recyclers were at their mercyThe customer was originally supposed to go to *** automotive but she took her vehicle to *** and we dealt with them directlyDue to the inconvenience of the customer April 30, We call the customer informed her that we were waiting a deductible tax and fluids due to the inconvenience of the transmission taken so long to get to the shopOur claims Department felt it was the right thing to do and *** *** seemed at the time to be very grateful

*** *** *** *** claims have been resolvedThe APW Firm has sent out two checks in the amount of
sans-serif;">$check# on May 27,and another in the amount of $check# on April 28,Please be advised the claimant has been notifiedWe have contacted Mr.*** at the following number (1) 7*** and is very pleased with the outcome of this claimIf you have any further questions or concerns please feel free to contact us at: (1) *** Warm Regards Claims Department NWest Street Suite 1200, Brandywine Building Wilmington, DE 19801 *** ***
*** ***
***
***

Revdex.com:
"line-height: 150%;">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 disagree with wich the events that took place I agreed after going after going back and forth with people and making numerous phone calls to this company I agreed to accept replacement parts which were used was never called back and all I asked was for them to fix my car that's all I want it instead I got told over and over again that I'm not listening instead of trying to resolve the issue they wanted to keep trying to explain which I understood from the beginning what they were speaking up on as far as the contract they never told me that I had to take my car someplace else for someone else to look at it because if they had told me that I would have simply done that because all I wanted was my car fixed they're trying to find any and every way not took paid for the warranty that I bought and if they agreed to ship the parts why haven't they called me back and shipped the part that's because all they wanted to do all along was not honor the contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10241370, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** it has nothing to do with the front end.all I want is to have my exhaust manifolds on both sides fixed

I brought an automobile from Wolf's Elite Auto on July 5, 2018 and it came with a 1 yr/15,000 mile warranty with APW. On November 9, 2018 I had to take the car to the shop because it cut off in traffic. I was informed that my alternator was bad. The garage proceeded to contact APW and faxed them a copy of the estimate. Four hours later they still had not returned the call. I ended up having to get a rental car because APW had not gotten back to the garage in a reasonable manner. I contacted them on Tuesday November 13, 2018. They told me that the garage had not faxed them a copy of the estimate. I contacted the garage at which time they faxed them the estimate again. The garage called to make sure that they received the estimate. Four hours later I get a call saying that they were only offering to pay half of the cost because I did not go to one of their service places. Which violated the contract. After reading the contract I had the option of going to another garage to have the work done. I know people who have taken their automobiles to their shops only to have used parts installed. I have contacted a lawyer to see if I can get my money for the repairs but also to get the cost of the rental. I would not recommend APW or Wolf's Auto to anyone.

If I had unlimited time and energy, I would dedicate it all to making sure that no consumer made the enormous mistake of trusting a company like APWI. I have given up trying to get the money I am owed and instead am writing this review with the sole intention of protecting others from this unscrupulous business. This company and its CEO, Felix M[redacted], are cons in every sense of the word. Their goal is to pocket your money and do whatever it takes--making you jump through hoops, baiting and switching, and so on and so forth--to make sure they don't have to pay you out. Let me explain why you should stay away from this company at all costs.
I read the reviews already posted here, so I was fully aware I had to follow the contract to the "T." I did. I called and told them my situation (exhaust manifold related issue). The person in charge of my claim (Neil) told me to get a repair quote from Pep Boys. Unfortunately, Pep Boys doesn't repair my problem, so I was instructed to select a garage of my choice and submit the claim. After emailing the quote, I was told that the quote was too high and was instructed to go to a garage they were affiliated with.
Before I continue, I want to mention that even though I list these events sequentially, in reality, I played an epic game of phone tag to accomplish these tasks so far. I could not contact my claims person directly; I had to contact a phone service that would take a message. Sometimes I would go days without hearing anything back, even though I was told I would receive a call back immediately. The process so far sent up so many red flags already. It was as if these barriers were set up so that I would become frustrated and give up.
I went to the garage they directed me to, submitted my claim, and waited. I heard nothing back. I called time and time again, and I still received no phone call back. Eventually, by the grace of God, I got ahold of my claims person, and he instructed me that the computers had been down and everything was backed up. (Another huge red flag). He assured me that the wheels were in motion and the issue would be resolved. I waited (again) and received no call or check. I called back again and again and received nothing.
Eventually, I tracked down the address to their headquarters and informed them that I believed they were scamming me and would report them to the NJ attorney general. It was then that I received a phone call from their CEO, Felix M[redacted]. He informed me that he was terribly sorry, that mistakes were made, and that I would receive a check totaling what I owed less the cost of the premium within 5 weeks.
It is now almost a full year later, and I've never received any money from them. I followed their rules, did everything the way they wanted me to do it, and yet they still screwed me. They set up hurdles and road blocks at every step to consciously made the process as difficult as possible. The cherry on top was their CEO apologizing and promising to fix it and producing no results (the way the manager at a restaurant apologizes and invites you back after the waiter spits all over your food).
Felix M[redacted] is a conman (he's changed his name before because of bad reviews and probably will again) and APWI is NOT to be trusted (they've changed names before and probably will again). This organization is a complete and utter money grab. You're better off stashing money in a savings account for rainy day repairs than giving it to this company and expecting results. Hell, you're better off just setting the money on fire. Whatever you do, please heed my warning: STAY AWAY, STAY AWAY, STAY AWAY.

Tell us whyCustomer called our company to open a claim on 11/09/15. The customer stated that the vehicle will not move forward or reverse in gear. APW stated to the customer that we need a documentation of the current mileage. The customer stated the current mileage was 220,000. This was at 9:46...

AM. APW spoke to customer again at 5:05 PM. Customer was calling to state that the previous given mileage was wrong and the actual mileage is 222,389. 11/11/15- Claims Department spoke to customer at 11:14 AM. The customer was granted permission to take the vehicle to H[redacted] .11/12/15 - Claims Department spoke to [redacted] at [redacted] at 1:55 PM. The repair facility stated that there is an issue inside the transfer case and that the transfer case sounds like it is trying to grind its self apart. The repair facility stated that they were not be able to provide an accurate estimate until the transfer case is taken apart to determine the extent of the damage. The current mileage of the vehicle given by the repair facility is 222, 389. The Claims Department requested the repair facility to send a rough estimate on the rebuild of the transfer case along with the current mileage of the vehicle document.At this point APW has confirmation from a shop of the customers mileage. This customer purchased a 3 month warranty with APW on 8/21/15 with 217,186 miles on the vehicle. The warranty ends on 11/21/15 or if the vehicle reaches its mileage of 221,686. This is because this contract is a 3 month warranty or 4,500 Miles contract which ever comes first. APW sent out a Claim Denial letter due to customer exceeding mileage on 11/13/15.Attached is both the Claim Denial letter and the estimate APW received from the shop.  here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,

sans-serif;">      [redacted] Date: July 5, 2016 [redacted]
*
[redacted]                              [redacted]                  [redacted]                                [redacted]     To [redacted]   Thank you for your concern in this matter.  We at APW strive to always provide the best service available to any and all customers who follow the agreed upon terms set in the contract.   In this case, there were several reasons that the part has yet to arrive, and is of no fault of APW.  As always, the Claims Department followed all steps in place to ensure the vehicle would be serviced in a timely manner.  There were, unfortunately, some complications in this case, which were unforeseen.  The staff at APW did all that they were able in an effort to prevent the customer from being inconvenienced.   5/19/2016 – The warranty was opened with the receipt of payment.   6/15/2016 - Claims department spoke with The Customer.  She stated that it was leaking oil, and that she believed it was a problem with a piston.  When APW inquired as to why she believed it was a piston, she stated that she believed so due to leaking oil.   APW explained to the customer that the Claims Department will do everything in its power to ensure that her vehicle is taken care of as quickly and professionally as possible.   6/17/2016 - 3:11 PM. Claims Department spoke to the customer. She was informed that the Claims Department has received an estimate for the repair of the vehicle. The customer was already aware of the findings due to having contacted Fred’s (the repair facility) previously.    The customer was informed at that point that the AC Compressor that was needed had been ordered, and the estimated arrival date was 6/22/16 and that the AC compressor replacement is covered under the warranty.   The vehicle also had a leaking front crank seal that the customer was informed is not covered under paragraph 2 of the warranty, however the repair facility (Fred’s) agreed to charge only $160 for the crank seal repair.   Paragraph 2 States:   2.       Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals.     6/24/2016 - Claims department spoke with the customer.  She stated that she was calling regarding her vehicle due to her AC compressor not arriving at this time.  The estimated arrival time had elapsed at this point.  The customer was upset due to the fact that her vehicle had been out of commission for one week on this date.   At this point, APW contacted the Parts Supplier, LKQ.  APW was informed that there was a mistake made on their part, and they had not shipped the unit.   The compressor was ordered again at this time.   6/27/2016 - Customer was threatening legal action due to the part not having arrived by this date.  Claims Department contacted the Parts Supplier again, and were informed that the part should arrive by 6/29/2016.   6/29/2016 - Claims Department spoke with the customer.  She was informed that her part should arrive today, and APW was in the process of establishing the arrival time.   The Customer inquired as to what happened with the first part.  She was informed that there was an issue, and the part was not shipped (a mistake on the end of the parts supplier).  At this time The Customer stated that she had contacted Advanced Auto regarding the shipping of her compressor, they had informed her the cost was around $1,000 if ordered from their company and they had informed her that it had not been ordered from their facility.   Claims Department explained to the customer that they had not ordered the part from Advanced Auto, however it had been ordered from a reputable parts supplier.   It was explained to her that APW has ordered the part twice, and it was expected to arrive on that date.  The customer was assured that as per the parts supplier it was expected to arrive at that time.   6/30/2016 - Operations Supervisor spoke with the customer.  She was informed that there was a problem with the shipping on the compressor.  APW placed a third order for the AC Compressor from Cosmo’s (Ocean Country Auto Wreckers).  It was expected to arrive by Saturday at the latest based on their estimate.   APW apologized for the delay in arrival time, it was a mistake from the previous parts supplier.   The Customer was informed that APW had contacted the parts supplier on multiple occasions in an effort to establish arrival time, and the location of the AC compressor ordered.  It was again explained that the fault was with the vendor.   APW was very disappointed due to what has happened with this claim.  APW has never had an issue with any parts coming from this vendor taking this extended time period, or having mistakes made regarding the shipment of a part.   The Operations Supervisor also informed the customer at that time that the Claims Department would be filing a Form 50 with the Underwriting Department in an effort to release additional funds toward the repair of her vehicle due to her inconvenience.   7/5/2016 – 1:07 P.M. the repair facility was closed at the time of the first delivery attempt.  The mechanic who owns the repair facility was not available at the time of delivery.  A second attempt will be made as per UPS.   7/6/2016 – Claims department spoke with Fred’s regarding the status of the repairs.  It was confirmed that the AC compressor had arrived.  APW was assured that the work would be done by the morning of 7/7/2016 at the latest.  Fred’s representative spoke with the customer to confirm this information, and the customer was also informed that she would be responsible for the labor on the repairs of this vehicle.   7/7/2016 - Claims Department spoke with Fred's regarding the repair of this vehicle, and established the payouts for APW and The Customer.  Claims Department then contacted The Customer.  She was informed that the part was at the shop, and it was being installed at this time.   Claims Department then spoke with The Customer.  She was informed that the part was at the shop, and it was being installed at that time.  Once complete she would be responsible for $75 of the tow, due to APW covering the $60 that is established on the front of the contract.  The customer was also responsible for $90 for evacuation/recharge, which is not covered, as per Paragraph 2, and due to repair being over $500 her deductible was $100, as per the front of the contract.  The total payout of the customer was $265.   Paragraph 2 states:   2.       Examples of some items and services not eligible for coverage are, but not limited to: brake drums, rotors, pads, spark plugs, and wires, wiring harness and fuse box or fuses: manual transmission slave drive cylinder, clutch, bearing, linkage; electronic transmission module, sensors, switches or solenoids, belts, hoses, clamps, battery, tires, wheels and wheel covers, shocks and struts, exhaust system, catalytic converter, PCV slave EGR valve, throttle body assembly, seat belt and air bag(s) and assembly, oil and fluid leaks, A/C “0” rings, evacuation and recharge, Freon, converting A/C system; cooling fan relay, excessive oil consumption, any carbon build up; fuel injector or fuel injector systems: axle bearing or hubs: electrical or hydraulic suspension system: motor or transmission mounts: engine tune up: maintenance services: valve seals, Valve guides, piston rings, front and rear main seals.     The payout from APW was over $1,100 due to the problem with the original parts supplier, however APW will not put that total toward the customer’s limits to liability.  Instead, APW is only going to charge $250 against the limits for parts, due to that being the cost of the part that was installed into this vehicle.   APW also paid $60 toward the towing to the repair facility, and the cost of labor which was $280.  This is a total of a $590 payout of APW toward this claim, excluding the charges for the first two orders for the A/C  compressor.   For more specific information regarding this claim request or any questions you may have, feel free to contact the Claims Department at (302) 261-3769.    The Customer was made aware of Paragraph 11. MANDATORY BINDING ARBITRATION CLAUSE. Please read section A and section B Carefully.  Please also see Paragraph 12.   NOTE: A REINSTATEMENT FEE WILL BE CHARGED TO REGAIN WARRANTY COVERAGE AND A PRE-INSPECTION OF THE VEHICLE AT ONE OF OUR AUTHORIZED SHOPS IS REQUIRED BEFORE REINSTATEMENT CAN OCCUR.          Paragraph 11 States:   11.   MANDITORY BINDING ARBITRATION CLAUSE: READ CAREFULLY A.      BY SIGNING THIS WARRANTY AGREEMENT YOU HEREBY AGREE TO RESOLVE ANY AND ALL CLAIMS AND/OR DISPUTES ARISING FROM OR OTHERWISE CONCERNING THIS WARRANTY AGREEMENT, INCLUDING WHETHER SUCH DISPUTE OR CLAIM IS ARBITRABLE, BY SUBMISSION OF SUCH CLAIM OR DISPUTE TO MANDATORY BINDING ARBITRATION. B.      The arbitration proceedings discussed in subparagraph (A) above shall be venued in Wilmington, Delaware and shall be conducted under the Commercial Arbitration Rules of the American Arbitration Rules of the American Arbitration Association in effect at the time a demand for arbitration of the rules was made.  A decision and awarded of the arbitrator made under the said rules shall be exclusive, final and binding on both parties and their heirs, executors, administrators, successors, and assigns.  The cost and expense of the arbitration shall be borne evenly by parties.  Each party shall bear the costs of its own legal representation.   Paragraph 12 States:   12.   Choice of law All terms and conditions of this contract shall be interpreted under the laws of the State of Delaware, with regard to any principles of conflicts of law. To the full extent permissible by law each paragraph of the Arbitration Clause and the agreement as a whole shall be interpreted so as to be effective and valid.  If any provision is held to be prohibited, invalid, or unenforceable however, such provision shall be ineffective only to the extent of such prohibition, invalidity, or unenforceability without invalidation any other provision or paragraph of the Agreement and without invalidating the agreement as a whole.     Sincerely, Claims Department APW International   [redacted]

77173 - [redacted], [redacted]
white;"> 11/23/2015 APW was contacted regarding this claim.  The customer had paid $450 for the radiator.  This shop never contacted APW, or received an authorization number from APW. 11/24/2015 :Claims Department spoke to the customers spouse (Mario) at 10:21 AM.  The customer never contacted APW to open a claim, and therefore never received an authorization number.  The customer had previously taken the vehicle to an unauthorized repair facility (Juniors Auto (violation of paragraph 4 section 2) . The customer proceeded to have repairs done to the vehicle without prior authorization (violation of paragraph 4 section 2 and 3). The components repaired on a vehicle are an oxygen sensor, catalytic converter (both non-covered components under paragraph 1)  and a radiator. The customer was directed to M&C Auto Repair (paragraph 6 section D) to have the vehicle inspected to determine the stated repairs have been made to the  vehicle. Claims department was contacted by M&C Auto Repair.  They stated that it appeared that something had been done, but could not verify all of the work.  The radiator seemed to be replaced, however there is no way to confirm this. Due to the customer not following claim procedures as per the contract, they violated their contract, which left APW with no choice but to deny their claim, and cancel the contract. The Claims department has contacted the underwriting department in an attempt to have funds released toward this claim, however due to the customer breaching contract, they have not yet come to a decision whether to assist the customer with this claim.  Once a decision is reached, the customer will be contacted, as per APW Policy.

The customer called our Auto performance warranty international ( APW ) office on April 7,...

2015 at 11:44 AM. The claims department reached out to the customer that afternoon at 1:23 PM and the consumer stated he has a blown head gasket that was diagnosed by [redacted] auto repair. Our claims department had no prior knowledge of the malfunction with the vehicle. The customer was not directed to that repair facility, which is not in our network a direct violation of his contract, Paragraph 4 claim procedure. The claims department requested for the customer to give us the current mileage of his vehicle in order to open a claim. The customer called the claims department on April 8, 2015 at 11:49 AM. The claims department reached out to the customer at 12:05 PM that afternoon and directed him to [redacted] center 302- 846- 3744 for a diagnosis from our authorized repair facility. The customer informed the claims department that is current mileage of the vehicle 2001 Chrysler PT cruiser was 126,097. The customer also informed the claims department that his vehicle was in operable to drive so it would have to be towed. The front of the concert under towing it states that when a mechanical breakdown recovery component makes your vehicle and operable or unsafe to drive APW will reimburse for the towing charges a maximum limit of $60. The claims department also informed the customer that [redacted] center is exactly 8.1 miles from his home. On April 10, 2015 claims department received a fax diagnosis and estimate from [redacted] center with the current mileage verified at 126,097. The claims department reached out to the customer and informed him his repair could not be covered under his warranty due to the fact the vehicle was only driven 78 miles into his contract. On the front of the contract bolded and underlined it states any claim filed within the first 300 miles may be considered pre-existing. Any claim that is considered pre-existing is not covered under the warranty because of that clause. On April 15, 2015 upper management contacted the customer and thoroughly explain to him that our company and contracts are insured by The [redacted] and that they are extremely strict about paying claims that are considered  pre-existing in mileage or claims that violate the contract. As a one-time courtesy to the customer APW  consultant-ed with the underwriting department and our law firm C[redacted] LLP and we will make an exception and help the customer out with a $500 allowance towards the repair of his vehicle. The Accounts Receivable department will be sending out a bank certified check via mail U.S. Postal Service which he must sign for to receive.   Sorry for the delay in the response but I claims department wants to assure that you have all the vital details for the case as they are presented to you.   Warm regards   [redacted]
[redacted]
 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted]
[redacted]
[redacted]