Automotive Performance Warranty (APWI)

Good afternoon [redacted] *first and foremost, let's say thank you for give me the correct information on where to respond. I would like to start by informing the Revdex.com that Mr [redacted] had a paid claim through Apw international...

on control arms and ball joints. I am including for you a copy of the credit card slips which were paid to [redacted] with the vehicle was fixed. Also the customers deductibles on each of the control arms, which applies on the contract were waived for him as a courtesy. As far as the exhaust manifolds are concerned. We informed the customer that once the exhaust manifold are considered failed. We would ship the exhaust manifolds to [redacted] to have them replaced. At the present time, the exhaust manifolds were not considered a mechanical breakdown on the back of our contract under paragraph 1, A gradual reduction in performance is not considered a mechanical failure. We also like to inform you that we made the dealer that sold him the vehicle aware of the situation concerning the claim. The dealer was very upset. First and foremost at the customer due to the fact that he says is been calling the customer for weeks because the customer always in a balance on the Dodge Dakota truck. The dealer informed our claims Department that if the unit is not failed. Please do not fix it for this effects is loss ratio. He also stated that he wants the balance of the money that's owed to him by this customer. This is always standard tactics in New Jersey by the customers who typically oh balance is on vehicles and are given a service contract by the selling dealership. He stated that his complaint that he bought the vehicle, an notice several things wrong with it after immediately buying it. This constitute a pre-existing conditions on the contract, but either way, we still helped the customer out noticing that it had pre-existing conditions. This claims apartment is not obligated to fix vehicle to pre-existing conditions. But yet we do this constantly only to be attacked and our staff consistently treated with barbaric language and threats. On The back of our contract under paragraph 11. There is a mandatory arbitration clause. If a customer does not agree with the way claim is handled,  no customers ever read it, but yet they continue to call our staff with ridiculous demands which are not part of the terms and conditions of the contract, as well as the procedures and protocols which need to be followed when filing a claim. We have made our law firm the [redacted] firm aware of what's going on and we will be taken action in the new future. For future references. We would like you to forward all complaints via email at [redacted] Thank you so much for all your hard work and dedication at your institution

[redacted]
[redacted]
Date: June 22, 2016
Better Business...

Bureau60 Reads Way,
New Castle, DE 19720
 
Date of concern:                    6/21/2016
Complaint ID Number:         [redacted]
APW Contract Number:      75135
 
 
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 claim was unable to be authorized.  Her claim was Denied and her contract Cancelled, due to violation of Paragraph 4: Claims Procedure, and Paragraph 3, Subparagraph H.  This claim was also filed on an expired contract as per Paragraph 5.
 
4/28/2015 – The warranty was sold by [redacted] Auto Sales.  The warranty purchased was for 1 year / 15,000 miles.
 
4/28/3016 – APW received a message from the Message Center.  It stated:
 
===========0000996167=================[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]  [redacted]  [redacted]
 
Due to the call coming 366 days after the start of the contract, Claims Department informed the customer that this claim may not be covered as per Paragraph 8
 
 
Paragraph 8 States:
 
8.     Contract term
This contract begins on the contract sale date and contract sale mileage ends when vehicle reaches:
a.     The sum of the contract sale date plus contract term date or the sum of the contract sale mileage plus contract term mileage whichever comes first
b.     Contract automatically terminates if vehicle is on consignment or is no longer in personal use
c.     Contract automatically terminates with a discovery of any misrepresentation on this contract or any claim during the contract period.
d.     Contract must be sold at time of vehicle sale and delivery.  Any contract sold after the sale date will be automatically subject to a 1,000 mile exclusion period during which APW shall not be liable for repairs.
 
4/28/2016 - Claims Department contacted The Customer after receiving the message from the answering service.  She stated at that time, she had the vehicle at a repair facility called [redacted] Service Center, due to a check engine light, and knocking sound.  This repair facility is located in Belle Haven VA.
 
The Customer was informed of the policy of APW regarding the contract term.  She was informed, however, that The Claims Department would be attempting to have funds released under Paragraph 7 of the contract (waiver clause).   She was informed that there are no guarantees, however a Form 50 would be submitted.
 
Paragraph 7 States:
 
7.     Waiver
a.      If APW should waive any right or make any exception under this contract, it shall not mean APW will waive that right or make that exception in the future.
In the event APW makes a reasonable allowance or makes an exception for an allowance towards a non-covered part or unauthorized claim APW at any time during the contract period reserves the right to cancel the contract
 
 
Claims Department inquired as to when she had noticed an issue with the vehicle.  The Customer stated that the knocking sound had begun “around four to five weeks before” she had contacted APW, and the check engine light had “been on for about 3 weeks” at that time.
 
The Customer stated that when something goes wrong with the vehicle she takes it straight to her usual mechanic.  She stated that her vehicle arrived on 4/22/2016, however she did not contact APW at that time.
 
The customer was with the vehicle at the time she was speaking with APW on 4/29/2016.  The customer stated that her current mileage was 115,469 at that time.
 
Claims Department then spoke with a representative of [redacted] Service Center.  He stated that he believed that water may have gotten into the crank case, and there may have been a blown head gasket, causing the knocking.
 
Claims Department informed him that once diagnostics is done, a written estimate must be sent through fax or email, as per Paragraph 4.  The Mechanic inquired as to what APW would do if the vehicle needs a new engine.  Claims Department explained that once diagnostics are done it can be evaluated.  Once completed, The Repair Facility, as well as The Customer, will be informed of what is and is not covered by the APW warranty.
 
The Customer informed APW at that time that she would not be available for a phone call for a few days after the initial contact.  APW was unable to reach the customer until 5/3/2016.
 
This conversation established that the customer violated Paragraph 4 of the warranty.
 
Paragraph 4 states:
 
4.     Claim Procedure:
1.     In the event of a mechanical breakdown use all reasonable means to prevent further damage by operation.
2.     Phone 1-855-999-5494 you will be directed to one of our authorized repair centers for an estimate.  Calls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm Friday.  A twenty-four hour answering service will provide instructions when the office is closed.  After receiving the estimate you may opt to take the vehicle to the repair facility of your choice.  Do not agree to any repairs until you or the repair facility has received and authorization number from APW.
3.     Contact us and provide the nature of the breakdown parts and labor estimate.  We will then issue an authorization number for the covered repair.  This authorization number must appear on the invoice(s) you submit to us along with
A.      Facility name, address, and phone number
B.      Your name, address and phone number
C.      Vehicle year, make, model, VIN number and current mileage
D.     Breakdown of repair – parts and labor
E.      No claim will be honored without an authorization number
4.     All repairs or diagnostics must be performed by an ASE certified shop with Federal Tax ID number and shop must be fully assured and bonded.
Note: APW reserves the right to inspect all vehicles prior to the repair.  Failure to follow claim procedure for the purpose of estimating and/or mileage tracking may, or will result in cancellation of contract by APW.
 
APW ordered a third party inspection regarding this vehicle, in an effort to confirm the findings of [redacted] Service Center, regarding the cause of damage toward the vehicle.
 
See Attachment B: Inspection Report
 
5/3/2016 – United Automotive Appraisals inspected the vehicle at [redacted] Service Center.
5/11/2016 - [redacted] Service Center suggested a new engine for this vehicle
 
5/12/2016  – APW Received the report from the inspection company, United Automotive Appraisals.  This report, as well as The Customer’s own statement previously established that the damage was caused by continued operation of the vehicle.  This is not covered under Paragraph 3 of the contract.
 
Paragraph 3 States:
 
3.     This contract does not cover and not apply to:
A.    Any expense incurred in connection with repairs to covered components performed without APW prior authorization and issuance of a claim authorized number
B.    Fluids, coolants, oil, lubricants, diagnostic charges, fees for waste, materials, tear down, and sales tax.
C.    Any loss or expense if the vehicle is used for livery, delivery, emergency, racing, rental, towing beyond the manufacturer’s specification
D.    Any damage due to accident, fire, theft, flood, water, hail, corrosion, rust, contamination, malicious mischief, freezing, explosion, mud, or any loss covered by an automobile insurance policy including injury or death to any person(s)
E.    any breakdown covered by any limited warranty, manufacturer’s warranty or recall, repairer’s guarantee, road club or any other guarantee or warranty insurance policy.
F.     Any breakdown where you have failed to maintain the vehicle to manufacturer’s recommendations.  Note: APW may request proof of maintenance records.
G.    Any consequential or incidental damage(s) to or from a covered or non covered component.  Some states do not allow the exclusion of consequential or incidental damage(s) so this may not apply to you.  State law varies.
H.    Any damage resulting from continued operation or operation without sufficient lubrication, coolants, or oils not recommended by manufacturer
I.      Any loss where the odometer has been altered tampered with or is unresponsive
J.     Your vehicle, if it has been altered, modified, or tempered with in respect to power train, suspension, tire or wheel size not approved by the manufacturer
K.    Any loss of income, transportation, time, lodging expense, loss caused by the quality of repair or any incidental or consequential damage(s)  some states do not allow the exclusion of incidental or consequential damage(s) so this may not apply to you
L.    Any loss due to non-availability or obsolete parts
M.   Any loss outside of continental United States
N.    Any damage resulting from previous improper repairs
O.    CV joints coverage, if damage is due to boot deterioration or perforation
Note: Intake manifold gasket covered if coolant or vacuum leak, head gasket covered if coolant or compression leak.  Leaf and coil springs covered only if broken, not if vehicle sags or leans.
 
Due to The Customer failing to follow Claims Procedure, Filing a report on an expired contract, and the issues found with the vehicle due to continued operation, the customer’s claim was denied.
 
5/23/2016 11:37:34 AM - Claims Department spoke with a representative of [redacted] Auto Sales.  He stated that the customer had received her claim denial letter, and due to the customer contacting the dealership, and being unsatisfied, he would like to discuss the issues with the vehicle.  It was explained to the representative why the claim was denied.
 
The Representative then stated that he believed that the issue with the vehicle was only a head gasket, and that he had referred The Customer to [redacted] Service Center.  Before this conversation there was no mention of The Customer being referred to the Repair Facility.  It was again explained that even with the selling dealership’s referral, the claim was not approved due to continued operation, as well as due to the contract being expired before APW was contacted by The Customer.
 
APW’s Claims Department to this date have filed 3 separate Form 50’s in an attempt to release funds, however the Underwriting Department is hesitant to release funds due to the customer violating 3 separate paragraphs of the contract.
 
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]
[redacted]
[redacted]
[redacted]

I became a client more than a year ago. I've always taken very good care of my cars and so I thought, "What can go wrong? Why buy a mechanical warranty if I don't use it?" WRONG. Suddenly, my engine light turned on, I took it to a mechanic, and they tell me about a part that needs to be replaced. I could've had a large bill but here is where APWI came into play.
They quickly approved most of the fixing and replacement. I wasn't expecting the warranty to cover everything and I paid a small portion of the bill. But APWI helped with most They should be commended for being honest with me. I admit that I felt prompted to say this because they have had many many poor reviews. It reminds me that people who go onto review sites most frequently are those that want to complain about SOMETHING! I will give them 5 stars therefore because all they did was stand by there warranty that they provide me with. And that is what they are there to do...Thanks APWI!

Review: I bought a used truck from a local dealer and found several things wrong with the truck.the dealer offered a 1 year 15,000 mile warranty.just 3 days after buying truck found a leaf spring broke and shot up through the bed of truck.dealer fixed that.then I heard a loud noise in the rear end.the dealer gave me the number to the warranty company to set up appointment with mechanic to get fixed.the mechanic told me he can fix it in one working day so I dropped truck off to be fixed and that was on june 26 2014 and didnt get truck back until july 11 2014.once I got truck back the noise was still there but now in the front end.called apw to set up another appointment with another shop and he found the front end in bad shape along with 2 bad exhuast manifolds apw only let the machanic to fix front end and not manifolds.I have called this company over a thousand times to get the truck fixed and I keep getting answer service and they send messages to eli to call me back and never dose.this hole thing has been going on since june.I WOULD NOT RECOMMEND THIS COMPANY TO ANYONEDesired Settlement: ALL I WANT IS TO GET MY TRUCK FIXED

Business

Response:

Good afternoon [redacted]first and foremost, let's say thank you for give me the correct information on where to respond. I would like to start by informing the Revdex.com that Mr [redacted] had a paid claim through Apw international on control arms and ball joints. I am including for you a copy of the credit card slips which were paid to [redacted] with the vehicle was fixed. Also the customers deductibles on each of the control arms, which applies on the contract were waived for him as a courtesy. As far as the exhaust manifolds are concerned. We informed the customer that once the exhaust manifold are considered failed. We would ship the exhaust manifolds to [redacted] to have them replaced. At the present time, the exhaust manifolds were not considered a mechanical breakdown on the back of our contract under paragraph 1, A gradual reduction in performance is not considered a mechanical failure. We also like to inform you that we made the dealer that sold him the vehicle aware of the situation concerning the claim. The dealer was very upset. First and foremost at the customer due to the fact that he says is been calling the customer for weeks because the customer always in a balance on the Dodge Dakota truck. The dealer informed our claims Department that if the unit is not failed. Please do not fix it for this effects is loss ratio. He also stated that he wants the balance of the money that's owed to him by this customer. This is always standard tactics in New Jersey by the customers who typically oh balance is on vehicles and are given a service contract by the selling dealership. He stated that his complaint that he bought the vehicle, an notice several things wrong with it after immediately buying it. This constitute a pre-existing conditions on the contract, but either way, we still helped the customer out noticing that it had pre-existing conditions. This claims apartment is not obligated to fix vehicle to pre-existing conditions. But yet we do this constantly only to be attacked and our staff consistently treated with barbaric language and threats. On The back of our contract under paragraph 11. There is a mandatory arbitration clause. If a customer does not agree with the way claim is handled, no customers ever read it, but yet they continue to call our staff with ridiculous demands which are not part of the terms and conditions of the contract, as well as the procedures and protocols which need to be followed when filing a claim. We have made our law firm the [redacted] firm aware of what's going on and we will be taken action in the new future. For future references. We would like you to forward all complaints via email at [redacted] Thank you so much for all your hard work and dedication at your institution

Consumer

Response:

I have tried for over a week to get a call back from these people. The first call was made by my repair shop, they have NEVER called him back. I called them 3 times in one day! The main problem with them is they have an answering service that has to forward you message to them. The 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.

Review: I bought a car from the delaware auto exchange, which automotive perefomance warranty international gave me a 3 month/4,500 miles waranty on the power train ony. I drove it home and to work the next day but I did not make it because it broke down. I towed it to delmar auto center. then they called me back and said that they were not paying to fix it. the work was supposed to be $10175 fixed.Desired Settlement: to fix my car like they were supposed to do.

Business

Response:

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]

Review: Purchased a warranty for a used car I purchased. When I took the car for state inspection, I was told that there were numerous safety repairs that were needed to pass inspection. I showed them the warranty and they said $2800.00 of the repairs were covered by the warranty. They attempted to contact APW but could only get an answering service. No

one from APW returned their call for six days. When someone from APW finally contacted them, they told APW that they needed to cover $2800.00 of the repairs. APW then said they would get back to them but never did. [redacted] Auto Dealers then completed the repairs after telling APW they would now need to send the check to me instead of them. The next day I received a letter from APW saying they were denying my claim and cancelling the warranty.Desired Settlement: I want APW to cover the $2800.00 for the repairs that were covered under their warranty.

Business

Response:

Attached is the cancellation

and claim denial letter. As stated on the back of the signed contract and also

this document the customer violated "Claims Procedure" under Terms

and Conditions in Paragraph 4 which states the “customer must call APW to be

directed to one of our authorized repair centers”. Also APW attempted to return

the repair shops phone call multiple times who previously called on the

customers behalf. The calls were being transferred and no one would pick up

there for APW would have to leave a message for a call back. After APW finally

got into contact with the repair shop, APW received the estimate from the

repair facility. After reviewing the estimate the only covered component(s)

listed were the Upper Control Arm. Other parts listed were wiper blades, axel

barring seal, break shoe kit, snap ring, and other non covered items. These are

all considered maintenance issues. The customer states there is a $2,800.00

bill the repair facility listed as covered components but on the estimate APW

received it doesn't show or state a price of total repairs. Attached will also

be the estimate APW received from the repair facility.

Review: Purchased a warranty for a used vehicle in Feb 2014 at Delaware Auto Exchange. The warranty was purchased from a separate company called Automotive Performance Warranty International. The warranty was to cover Enhanced electrical and ABS coverage. In July I called as the transmission was not working properly and would not go in reverse. I have called several times in the last 3 months. In Sept someone was sent out to evaluate the vehicle. After about 3 weeks with no contact, I called again with my last contact being on Oct 6. The contact said they were looking for a used transmission with less than 80,000 miles on it. It is now a week and a half later with no contact. The transmission has gotten worse and is now not driveable. I am afraid that if they do finally fix it, I may then be stuck with the whole bill. I have waited long enough for this problem to be fixed.Desired Settlement: I would like them to give me the amount of money they would normally cover for this problem, and I can take the vehicle somewhere myself.

Business

Response:

[redacted] this is in response to case # [redacted]:

The customer call our office on August 19. 2014 stated that he was leaving his information to open up a claim with his vehicle is at no reverse. On August 20,2014 our technical support department call the customer phone number you provided customer was unavailable at the time we left a extensive message @ [redacted] @ 8:34am

the customer as well as Apw finally reached communication with each other on August 25, 2014. We receive the mileage in order to open the claim which was at the time 133, 350 at that time. Claims Department instructed the customer that we will be setting up an inspection with a company called Car Inspectors. We informed them that car inspectors would have an adjuster contacting at the number which he had on file to arrange an appointment. Claims Department followed up with the inspection company of September 1, 2014 to find out if they have been out to inspect the vehicle. The inspection company informed our claims department that the adjuster in that area was pretty booked up, but that he would be out there this week. Claims Department also asked the inspection company to follow up with the customer. We provided the inspection company with both of the customers phone numbers which we had on file [redacted]. Our claims Department informed inspection company that will be looking forward to hear from them. On that very day. We also took the liberty of calling the customer and providing him the toll-free number for the inspection company which was [redacted]. We also told the customer to ask for Jacob. This was at 3:06 p.m.

our claims Department did not received the inspection report until September 25,2014. We then proceeded to try to contact the customer to update him on the inspection report. On October 7, 2014 our claims Department called the customer and informed him that we were looking for lower mileage transmission with under 100,000 miles or less so that we could get a very good warranty on it. Our 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.12:47pm. Our technical support department has been waiting on some call back from a couple of auto parts recyclers were transmissions with 80,000 and 60,000 miles on them. On 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 parts. We have been trying diligently to locate a lower mileage transmission for this customer with an extended warranty. But if he wants our allowance on the job, according to a we could find parts for and labor. We will be more than happy to accommodate him. On the front of our contract. It states that our firm can make a reasonable allowance towards covered parts and labor. So we will make sure we reach out to him and work out the details of the payment. The back of our contract paragraph 4 states that it is a reimbursement contract. We will send out a preliminary bank certified check to start the process for the customer

Review: I contacted Automotive Performance warranty International several times. I was suppose to be being help by someone named [redacted] and he gave me the run arounds at first he told me he was going to find a shop within the next business day and I never heard from him on that day I called him several time on that day to only get him to say that he was busy and he would give me a call back. I took Matters into my own hands and found a business that was ASE certified. The shop tried to contact [redacted] for hours and only once did he get I contact with them after I called him and let him know the shop was trying to contact him and his response was well I'm very busy I have important customer. [redacted] Allowed me to take my truck with out telling me that my warranty had expired due to me going over my milage so know I'm stuck with a $2,000 bill that I think they should payDesired Settlement: I think that Automotive Performance Warranty International should pay for the repair being as though they told me to take it to the shop after I gave him the milage over and over and he could of did the math before having me to have to get it towed costing me money and now I'm stuck not knowing how I'm going to get to work or to school

Business

Response:

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...

Consumer

Response:

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

Review: my vehicle had a mechanical breakdown ( starter motor ) on 11-13-15... I called Automotive Performance Warranty International (APW) on 1-855-999-5494 to submit a claim and get an authorization number for repairs on 11-13-15.. The call was answered by an answering service company ([redacted]) and I was advised by there representative to leave my name and phone number and someone from APW would call me back asap .. I have not received a callback from anyone since 11-13-15 and I have called APW several more times including today 11-16-15... I had the vehicle repaired and I paid the total cost of parts and labor since I could not get a response from APW ..Desired Settlement: I would accept a total refund from APW for the amount of $ 490.00 for parts and labor that I paid to [redacted] Auto Care [redacted] phone [redacted]

Business

Response:

Please forgive us in our delay in response. We received the paper work from the customer, once we had all required documentation we had to mail it to the Under Writing Department based on paragraph 7 of our waiver clause. We have been in contact with the customer and we assured him that will reimburse him due to the negligence of the message center's server being down or deemed in operable for several days. The Under Writing Department received it and are mailing the reimbursement check to the customer.

Consumer

Response:

Review: Purchased a used Mazda 3 2006 from [redacted] with a warranty, cover engine and transmission. Driving the car for 1 month and the transmission went bad called the warranty company and car dealer,I was advised to take my car to the shop and inform the warranty company were the car will be, and I did the shop said the transmission is bad I called the warranty company left messages no return call, I called [redacted] from were I purchased the car and advised him and he called the warranty people and the company return his call and advised [redacted] that they will pay for the transmission, my car is still in the shop going on a month now the shop redid not want to put the money up front and get paid from the warranty company later,so the warranty company suppose to ship a new transmission to the shop, and I am still waiting and every time I call the warranty company never return my call and the telephone number for them is a answer service, and I suppose to receive a rental car and that never happened.Desired Settlement: a new transmission for my car and pay for installation and reduce my co-pay because I did nt receive a rental car

Business

Response:

In reference to case complaint #1[redacted] our claims Department ordered a transmission from [redacted] auto parts. The claims Department authorize [redacted] to deliver it to [redacted] in Bridgeton, New Jersey on April 29 2014. The reason the customer's vehicle sat in the shop so long was due to the fact that [redacted] was delivering a transmission and their vehicle broke down during the transport. Our claims Department followed up with the customer to inform her of this. As well as we had [redacted] call [redacted] an informed them of the delay on their end not ours. The unfortunate part is that would just a service contract company. We do not do any deliveries and once we give out our credit card to used parts recyclers were at their mercy. The customer was originally supposed to go to [redacted] automotive but she took her vehicle to [redacted] and we dealt with them directly. Due to the inconvenience of the customer April 30, 2014 . 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 shop. Our claims Department felt it was the right thing to do and [redacted] seemed at the time to be very grateful

Review: When we purchased a used vehicle we also purchased additional warranty insurance from Automotive Performance Warranty Int'l which lists repairs covered by them. We had an issue with the vehicle contacted them they gave us a confirmation number to have the work done. We had the work performed about 1/30/14 . We received an e-mail telling us we would received $635. We still have not received the check. I have called them on numerous occasions and left messages. a few times I was called back by a [redacted] promising to look into the matter and still it has not been resolved. The vehicle has since developed additional issues. We again had the vehicle evaluated by there recommended service area. They were supposed to contact my garage with their findings and they still have not done that either. WE are still waiting to have these other issues repaired.Desired Settlement: We want Automotive Performance Warranty to cover what they promised to in the contract.

Business

Response:

[redacted] claims have been resolved. The APW Firm has sent out two checks in the amount of $317.00 check# 6326421 on May 27,2015 and another in the amount of $317.00 check# 6326203 on April 28,2015. Please be advised the claimant has been notified. We have contacted Mr.[redacted] at the following number (1) 7[redacted] and is very pleased with the outcome of this claim. If you have any further questions or concerns please feel free to contact us at: (1) [redacted] Warm Regards Claims Department 1000 N. West Street Suite 1200, Brandywine Building Wilmington, DE 19801 [redacted]

Consumer

Response:

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