Continental Warranty Inc.

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

I've been dealing with the claims department at Continental Warranty for over years as a vendor and I must say that they are hands down the best in their business It is always a pleasure to deal with them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
right on the brochure it states the following: • Extended electrical and sensor and module coverage, ensuring that your vehicle is running the way the manufacturer intended it to
This is listed on there web site and the brochure they advertise there product:
They state that they cover electrical and sensor and module coverage, ensuring that your vehicle is running the way the manufacturer intended it to
yet when my passenger occupancy senor was not working , the vehicle was not running the way land rover meant it to be so I relied on continental and what they advertised I bought to fix the issue yet continental is refusing to pay now that there is an issue on there hands There point of they paid out in the past is not even relevant to the current situation nor did it address in anyway why they advertise and sold the product with the promise " ensuring that your vehicle is running the way the manufacturer intended it to."
This response is not acceptable and I expect them to pay for the repair, in full and honor what there advertising said

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Complaint Type:
Guarantee Or Warranty Issues
select
Problem:
why can this company's get away with this ohh we don't cover thatI had to pay for new coolant for an ac unit I had donethe ac was grinding and all kinds of noiseContinental 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 unitdon't make since to me!!!
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Desired Resolution / Outcome
Desired Resolution:
Refund
select
Desired Outcome:
I paid $to hear two times now oh not covered close down this place and get people like me our hard earned $$ back in fullthey 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 thatplease get my $back in full
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Revdex.com:
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 belowI will not accept company response and the reason is: These quickbook invoice was given to me during the oil changeThe invoice clearly says when the oil change was doneWhen I called the Warranty company he said the invoice might be fakeThe company where I did oil change is no longer in business and yes I did give him the phone number of the person who used to work for the company and he is the one who did oil change so he can verify all the informationIf the company went out of business it's should be not my concern or warranty company as long I have invoice from themThe Porsche of North Olmsted told me because its internal components damaged it should be covered by the warrantyI paid $for nothingI understand the engine need to be replaced and the Warranty company have to pay $for replacementThis is the reason why they trying to find every reason not to pay!!! If you check every customer complain you will see same situation with everybody else not only me and if you google them you will see same thingThey trying to find every excuse not to pay!!! This company is Rip Off they will take your money and they will keep your money and will never pay for anythingI did ask them for full refund, because of Bait and Switch Practice I will not stop till I get full refundThanks God for Social Media.
Regards,

150%;">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will also paste in the contents of the doc file:We purchased a Continental year extended warranty from*** *** of Conshohocken, PA when we purchased the car in October of2013. We paid $for the policy. A couple of times, we tried to make claimsagainst the policy, but were denied. Thecar was sold in September of this year, less that one year after the policywent into effect. When we asked for aprorated refund, we were told that there is none unless the car was totaled orrepossessed. *** *** told us wecould cancel the policy and get a prorated refund. I still want the refund. You can contact me at ***. The policy is in my wife’s name, *** ***although you may have it spelled wrong. Thank you
My name is *** *** *** *** * *** ***
Regards,
*** ***

THANKS TO MATT-VINCE AND STAMM WE ARE ABLE TO MAKE OUR CUSTOMERS COMPLETELY SATISFIED! ANY CONCERNS HAVE ALWAYS BEEN ADDRESSED PROMPTLY AND PROFESSIONALLY! THANK YOU FOR ALL YOU DO FOR OUR CUSTOMERS! EXTREMELY HAPPY WITH YOUR SERVICES! *** @ EL-MOR CHEVROLET

8/11/
This letter is addressing complaint filed with the Revdex.com on 8/11/
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On 8/3/at 1: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

Revdex.com:
"line-height: 150%;">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
It says strut bar in the warrantyThe manager failed to provide a response regarding the compressorMost companies would have apologized for inconveniencing a client

Hello,   I have located the only customer we have in our system with the last name of [redacted] purchased through [redacted] I have attached a copy of the warranty and also highlighted the cancellation section where it states the process of any refunds.  The type of contract the Customer has states on the back that it will be prorated by time or mileage due to a total loss or repossession, any early termination of the service agreement will not receive a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ? For your reference, details of the offer I reviewed appear below. I received no offer of resolution.The paragraph relating to cancellation is only partially quoted. The entire paragraph describes how the refund is calculated which states nothing related to the separation of responsibility to refund between Continental Warranty and the dealer. NO WHERE in the contract language is this separation of responsibility disclosed. The language in the contract clearly states that the agreement is between Continental Warranty and the consumer. This borders on consumer fraud due to the lack of disclosure to the consumer regarding shifting contract obligations to a third party.

attached you will find the response for this complaint

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

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

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                                        ...⇄ /> [redacted]                                                      [redacted]
[redacted]                                                        ...⇄ /> [redacted]                                                               [redacted]
                                        ...⇄ /> To Lexe Kasey*
                        
Thank you for your correspondence regarding [redacted]. It is
unacceptable that [redacted] did not receive the customer service that
Continental Warranty Inc. strives to attain and the recorded phone calls are
under review. In the interest of said customer service, Continental Warranty
Inc. has re-opened the claim to see if any additional claim authorization can
be issued to help [redacted] with his non-covered components. Per the contract,
the AC pressure lines/hoses are not covered under the terms of the contract,
please see under WHAT IS NOT COVERED
on the reverse side of the signed service agreement:
 
     R) Any
part or component that is subject to normal wear and tear and must be
periodically replaced such as , but not limited to, battery, belts, hoses, brake drums, brake shoes, brake
rotors, shock absorbers, McPherson struts, bolts, nuts, fasteners, standard
transmission clutch and linkage (manual or hydraulic).
 
     O)
Testing/Diagnostic fees are not covered.
 
     W) Components,
parts or services not named on front of Service Contract Application (reverse
side).
 
The contract also references the Companies policy regarding
replacement parts on the reverse side of the contract:
 
     3. Parts: Replacement of covered components shall be
made with parts of like kind quality and may be new, rebuilt exchanged or
serviceable used components.
 
 
     The AC condenser
is listed on the front side of the service contract and is therefore a covered
component. When [redacted] called in the claim he was told
that Continental Warranty Inc. could supply the part or issue the dollar amount
for said part. The part cost Continental Warranty Inc. $215 shipped in to his
facility. Kerry then stated that he could get the same part for $290 and the
price was agreed upon, with the assurance that [redacted] would not have any out
of pocket expense. Unfortunately, it appears that [redacted]
has decided to charge [redacted] the difference regardless.
     In closing,
Continental Warranty Inc. will contact [redacted] with any decision made after
the review of the claim.

Continental Warranty has refunded the portion of thecontract that was provided by the dealer. Continental Warranty is not obligatedto refund the dealerships profit. It is the dealerships responsibility torefund the customer their portion of contract amount. The customer’s...

vehicleservice contract was cancelled and refunded to the dealership in a timelymanner by Continental Warranty. Please refer to the back of the contract underCancellation.CANCELLATION: IN THE EVENT THAT THE VEHICLE IS DECLARED A “total loss” by the Insurance Company insuringthe Vehicle, or if the Vehicle is validly repossessed by the Contract Holder’slender, then We shall refund a PORTION OF THE CONTRACT FEE to the Contract holderor the lien-holder, pending proper proof of paperwork. We shall calculate thereturn by prorating the Contract Premium based on the remaining time or mileageon the contract and deduct any claims paid by us as well as a $25.00 servicecharge. All other premature terminations of this service agreement will yieldno refund. Please remove this inquiry off of our rating as we havecompleted our portion of the cancellation process. The Customer has to inquirewith dealership in regards to the dealerships portion of the contract.

Continental Warranty, INC. has spoken to the customer and the issue has been resolved.
The parts provided by our recycled suppliers have a very low failure rate. However this particular part apparently has a history of having an issue causing unusual noise. Continental...

Warranty, INC is supplying a new pump to the repair facility to avoid any further delays.

Tell us w9/29/2016
 
 
 
  On 9/28/2016 at 9:30am a claim was called in from German Performance on your 2009 BMW X5.  The repair facility stated that the vehicle was towed in, and it needed an alternator.   
  Per...

the terms of the contract, we ran the part number through our database, and offered to send a replacement alternator for your vehicle which was a new OEM part.  The shop stated at that point they would use their part, and that you would pay the difference on the claim.  The new OEM part that we could have supplied had a price of $565.00, including overnight shipping.  The repair facility’s part had a cost of $921.03, which is significantly higher.   Per the terms of the contract, we offered to send the part to the shop, and Continental Warranty, INC would have been responsible for any warranty on that part for the remainder of the terms of your contract.  See signed contract:   3. Parts:  Replacement of Covered components shall be made with parts of like kind or quality and may be new, rebuilt exchanged or serviceable used components.
   Had the new OEM part which Continental Warranty, INC. offered to send was used, it would have prevented the additional out of pocket expense that was incurred.  The labor amount requested by the repair facility was paid in full, so the only price difference was due to the fact that the service facility did not give you the option to use the part we would have supplied. Additionally, in several cases, the part warranty included with the parts that we supply have better terms than the ones being offered by the service facilities.
  The elected deductible per your contract is zero, however if you choose to use parts that are different from what is approved by Continental Warranty, you will in most cases have out an of pocket expense.
 
Thank You,
Continental Warranty Claims Department

Continental Warranty, INC. Service Contracts list all covered components to make the claims process easier and transparent. While several other claims have been covered on the customer’s vehicle previously, unfortunately the specific sensor needed to repair the vehicle at this juncture is not...

one of the sensors listed on the contract. Continental Warranty INC. continually offers our customers the most coverage possible on our Service Contracts, and will continue to do so in the future.

I emailed John V[redacted] when my repairer did not hear after calling, and Stan went above and beyond in resolving my issue to my complete satisfaction.

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