Clem's Garage, Inc.

Our Statement of Events:We received a call from *** *** for us to? tow her *** *** to our shop so we could diagnose and provide her with an estimate for repairOur shop diagnosed the vehicle as needing a complete engine replacementWe then called the warranty company and started a claim
for the repairThe warranty company decided before they would approve our estimate they wanted one of their adjusters to come inspect the vehicleIn order for their adjuster to see what caused the failure the oil pan and bearing caps would need to be removed"I the warranty company advised *** *** to call the repair shop and have us proceed with removing the oil pan and bearing capsWe then proceeded with removing the oil pan and bearing caps.This job took one technician a total of hours to completeWe have documentation that proves how much labor is involved to perform the requested work, The adjuster came by our shop and inspected the engine, The adjuster advised us that he also would recommend an engine replacementEven after the adjuster came to the same conclusion as our shop the warranty company still refused our recommended repairThe warranty company wanted us to only replace the crank shaftOur shop advised that the only repair we would perform would be to replace the complete engine as we quoted from day oneThe warranty company was adamant that? they would only cover the cost of replacing the crank shaft onlyWe advised we would tow the vehicle to another shop of theirs or the customer's choice to have that work performed, *** *** called us to have us then tow the vehicle to the local *** dealer for the repairWe called the warranty company Lo ask about payment arrangements for the bill the vehicle had incurred at our shopThe warranty company advised us that our charges were the responsibility of *** *** and she would have to pay or we could possibly forward the charges to the *** dealer to add to their bill, They stated that she was the one who authorized the work to be done at our shopThe easiest route would have been for us to bill our charges to the *** dealer but before we could do that we needed approval from them to do so; this is standard procedure whenever we have to forward our bill for payment by another party, We called the *** dealer to get approval for them to add our charges to their bill to the warranty company, The *** dealer declined for the our charges to be transferred to them for paymentThe only information we told the service advisor at the dealer was the customer name, vehicle information, and the bill amountThey needed that information in order to approve or not approve the charges to be forwardedWe did advise the customer that our charges would have to paid before we could tow the vehicle to the *** dealer*** *** came by our office and paid the charges owed and we then towed the *** to the dealershipClem's Garage feels that this entire situation was poorly handled by the warranty companyWe feel they manipulated us as well as **and *** ***.Sincerely,Billy C***

Our Statement of Events:We received a call from [redacted] for us to tow her [redacted] to our shop so we could diagnose and provide her with an estimate for repair. Our shop diagnosed the vehicle as needing a complete engine replacement. We then called the warranty company and started a claim...

for the repair. The warranty company decided before they would approve our estimate they wanted one of their adjusters to come inspect the vehicle. In order for their adjuster to see what caused the failure the oil pan and bearing caps would need to be removed. "I the warranty company advised [redacted] to call the repair shop and have us proceed with removing the oil pan and bearing caps. We then proceeded with removing the oil pan and bearing caps.This job took one technician a total of 10 hours to complete. We have documentation that proves how much labor is involved to perform the requested work, The adjuster came by our shop and inspected the engine, The adjuster advised us that he also would recommend an engine replacement. Even after the adjuster came to the same conclusion as our shop the warranty company still refused our recommended repair. The warranty company wanted us to only replace the crank shaft. Our shop advised that the only repair we would perform would be to replace the complete engine as we quoted from day one. The warranty company was adamant that they would only cover the cost of replacing the crank shaft only. We advised we would tow the vehicle to another shop of theirs or the customer's choice to have that work performed, [redacted] called us to have us then tow the vehicle to the local [redacted] dealer for the repair. We called the warranty company Lo ask about payment arrangements for the bill the vehicle had incurred at our shop. The warranty company advised us that our charges were the responsibility of [redacted] and she would have to pay or we could possibly forward the charges to the [redacted] dealer to add to their bill, They stated that she was the one who authorized the work to be done at our shop. The easiest route would have been for us to bill our charges to the [redacted] dealer but before we could do that we needed approval from them to do so; this is standard procedure whenever we have to forward our bill for payment by another party, We called the [redacted] dealer to get approval for them to add our charges to their bill to the warranty company, The [redacted] dealer declined for the our charges to be transferred to them for payment. The only information we told the service advisor at the dealer was the customer name, vehicle information, and the bill amount. They needed that information in order to approve or not approve the charges to be forwarded. We did advise the customer that our charges would have to paid before we could tow the vehicle to the [redacted] dealer. [redacted] came by our office and paid the charges owed and we then towed the [redacted] to the dealership. Clem's Garage feels that this entire situation was poorly handled by the warranty company. We feel they manipulated us as well as **. and [redacted].Sincerely,Billy C[redacted]