Continental Warranty Inc.

Better Business...

Bureau:
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 totally reject their detail of my complaint. They did not answer any of my response questions on how I was taken advantage of by the car dealer or this company. Perhaps the dealer himself should go more into detail on how much this contract could cost an consumer if they cancel before the expire date. When a person is buying a car you take the time to read over the taxes, and the total costs of the vehicle. Yes the warranty is discuss by the sales person, but the majority of the talked is about what the warranty covered as far repair service and vehicle parts. If a customer knew they could lose a large sum money on a warranty, perhaps they would not buy a used car. If the warranty contract is that important and the consummer face a penalty if they cancel early, the focus of the conversation should be about the total costs of this warranty even if you do not file any claims against Continental Warranty. Now tell me are they a warranty company or an insurance company? Customer need to know this when they are signing a contract with this company. Now I know why their are so many complaints against this company over the internet, If I knew this before hand I would not purchase this warranty from them Warranty is about protection of the vehicle not about making money if you cancel earlier.  I will wait to hear back from you. Thanks [redacted]

Acct # [redacted]Customer: [redacted] Thank You for making us aware of the customer’s concerns.Continental Warranty, INC has been in contact with thecustomer and the situation has been resolved. In an effort to provide thecustomer with the highest...

level of service possible, Continental Warranty, INCwas able to procure and extend the extra funding needed to repair the vehicle. Thank You

Revdex.com- ID [redacted] The customer has been in contact with Continental Warranty, INC. and was provided a full explanation as to why this particular item was not covered. Unfortunately, the “AdBlue” fuel additive pump needed to correct the service engine soon light issue is vehicle...

specific and is not a covered component on the service contract. While this particular contract is quite comprehensive on the amount of covered components that are included, there are a few feature items that are specific to certain manufacturer’s vehicles only, and are not listed on the contracts. Continental Warranty, Inc. is constantly updating service contracts to keep up with the ever changing technological advancements being added to vehicles, and appreciates all customer feedback.

Could you please have the customer produce a continental warranty contract that covers the struts
Thank you 
[redacted]
[redacted]

The customers contract does not state if they do not use it that they will be refunded all of their money. It states the following which is clearly stated on the back of their contract under cancellations: Cancellation:1. You may cancel this Contract by notifying Us. A Continental Warranty Inc cancellation form must be submitted to Us. The form must be notarized indicating the current odometer reading at the date of request will be required.2. If  Your Vehicle Contract has been Financed, the ( lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total loss.3. If this contract is canceled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refunded. After (30)calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage began.4. A $50. service charge as well as the total amount of all authorized claims will be deducted from all refunds after [30 calendar days] cancellation Item # 35. In the event of cancellation, the dealer / lienholder, if any will be named on the cancellation refund checkThe customers contract cancellation has been processed according to their contract. The customers contract has also been attached and the cancellations process has been highlighted for review.

To: Revdex.com of Delaware                                    ...⇄ September 29, 2016        60 Reads Way        New Castle        DE 19720                                         ...⇄ [redacted]                                                   [redacted]
[redacted]                                   ...⇄            [redacted]
[redacted]                                            ...⇄                                         ...⇄ Dear [redacted]                       Thank you for the correspondence,   The level of coverage purchased unfortunately does not cover any type of fluids for any repair.   Please refer to the back of the signed vehicle contract for reference:   What is not covered   C) Oil, Grease, lubricants, fluids, coolants, refrigerants, wheel alignments.   In reference to the refrigerant recovery concern: The federally mandated refrigerant recovery machines have filters to catch all metal shavings due to compressor failure. The refrigerant is then returned into the new/replacement air condition compressor.   The vehicle service contract can be can cancelled at any time. Please call our office at [redacted] to initiate the cancellation of the vehicle service contract.   Please refer to the back of the signed vehicle contract for reference:   CANCELLATION:
You may cancel this Contract by notifying Us.  A Continental Warranty Inc. cancellation from must be submitted to Us.  The form must be notarized indicating the current odometer reading at the date of request will be required. If Your Vehicle Contract has been Financed, the (lien holder) may cancel this Contract for non-payment, if Your Vehicle has been repossessed or has been declared a total loss. If this contract is cancelled within the first (30) calendar days of purchase and no claims have been filed, the entire Contract charge paid to Us will be refunded.  After (30) calendar days or if claim has been filed, an amount of the unearned Contract charge will be refunded according to the pro-rata method reflecting the greater of the days in force or the mileage driven based on the term of the Contract and the date or miles when Coverage began. A $50.00 service charge as well as the total amount of all authorized claims will be deducted from all refunds after (30 calendar days) cancellation Item # 3. In the event of cancellation, the lien holder, if any will be named on the cancellation refund check.
      Sincerely, [redacted] Continental Warranty Claims Department

attached is the response

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 a repossession any early termination of the contract other than those two reasons will not recieve a refund.

The contract is signed by the customer and the dealership so it applies to both parties. That is why the cancellations are sent back to dealer ship. The customer can refer to the front of the contract where it shows that it has been signed by the customer as well as the dealer ship.  Thank you

Tell us why 
To: Revdex.com of...

Delaware                                    ...⇄ August 23, 2016       60 Reads Way
       New Castle
       DE 19720
                                        ...⇄
From: Claims Dept.                                                      [redacted]     ...⇄            Vehicle: 2008 Dodge Dakota
[redacted]                                            ...⇄ 70,981
                                        ...⇄
[redacted]
                     
                  Thank you for the correspondence, Continental Warranty Inc. was contacted on August 8th 2016 by [redacted] from Belle tire for a noise coming from the air conditioning compressor. Authorization was given to [redacted] the same day for the shops supplied air conditioning compressor and drier. The amount authorized was $518.50 minus the customer’s $100.00 deductible. Payment was made in 8 days to Belle Tire via credit card. The Freon should have been recovered and returned into the new air condition compressor, and if any other gasses or fluid needed, they would need to be funded by the customer.
 
Please refer to the back of contract under What is not covered
 
C) Oil, Grease, lubricants, fluids, coolants, refrigerants, wheel alignments.
 
O) Testing/Diagnostic fees are not covered.
 
The shop, Belle Tire, should have explained the out of pocket fluid expenses to the customer.
 
Sincerely,
 [redacted]
 
 
Continental Warranty Claims Department.
 
                                
 
here...

[redacted]  [redacted]                       ...

                              
       [redacted]
       [redacted]
       [redacted]                                   ...⇄ From: Claims Dept.                                                    Vin: [redacted]
Re: ID [redacted]                                                   ...⇄ 2009 Chevrolet Traverse
                                                                       ...⇄ 101,123
                                        ...⇄
Dear [redacted]
 
              Thank you for your correspondence regarding [redacted]’s 2009 Chevrolet Traverse.
Durand Chevrolet contacted Continental Warranty Inc. on April 28, 2016 for the air conditioning is not blowing cold air. The diagnosis to repair the air conditioning is a rear air conditioning line (metal and rubber design) in the rear of the vehicle. Continental Warranty Inc. lists the covered items on the front side of the service agreement. The air conditioning line, part number 23199274 is not listed on the service agreement as a covered component.
 
Please view your signed service agreement for reference:
 
Air Condition Components: Expansion valve, pressure cutoff switches, orifice tube and dryer, Compressor; Internal assembly including: pistons, rods, valves, bearings and shafts; clutch and pulley, condenser and evaporator. For hoses, O-ring, seals, refrigerants and other non-covered components, the contract holder is responsible. NOTE: O.E.M refrigerants are to be used if replacement is required. If failure is due to a covered component, and fluid conversion is necessary, the contract will cover the conversion parts and labor only
 
 
Unfortunately the air conditioning line (part number 23199274 ) is not listed on the service agreement for coverage.  
            
      
Continental Warranty Claims Dept.

Revdex.com of Delaware                                    ...⇄ />
        December 19, 2016 60 Reads Way New Castle, DE 19720                                           ...⇄ [redacted]                                                     [redacted]       [redacted]                                                    [red...⇄                                         ...⇄                                             ...⇄ [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, coupled with the extended rental amount of $330.00, total $463.11       Sincerely,       [redacted]
 Continental Warranty Claims Department

Continental Warranty, INC. maintains that the specific sensor needed to repair the vehicle is not a covered component listed on the service agreement. The service agreement that the customer chose to purchase does, indeed, offer coverage on an extensive amount of named sensors and modules. The extended coverage does not however encompass every component on the vehicle, and therefore Continental Warranty, INC will be unable to forward any funding towards the replacement of the part.

The customers cancellation has been processed and all paper work has been sent to the dealer. Cancellations process is 4-6 weeks the customers cancellation was processed in that time frame. If the customer has anymore questions or concerns they should refer to the dealer.

Review: We purchased a 2 year extended warranty for about $1500 on a used car we bought from [redacted] in Conshohocken, PA. We were told by the dealer that we could cancel the warranty and get a prorated refund. We sold the car less than a year later. When I called in to cancel the warranty and get a refund, we were told that the contract states that the warranty can only be canceled if the car had been totaled or repossessed.Desired Settlement: We would like a partial refund which should be about $800

Business

Response:

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 a repossession any early termination of the contract other than those two reasons will not recieve a refund.

Consumer

Response:

Review: Purchased Continental Gold Extended Warranty for Mercedes Benz R30 - 60,000 miles for 60 months. Paid $4,362 with $0 deductible. They only want to supply used part and do not want to pay the dealership's labor rate so I have to pay the difference.

According to the dealership they provides parts similar to the ones taken from the junkyard and therefore all the parts installed failed after few days. Examples, they have to replaced the front differential and the right and left lower control arms but because the parts are from the junkyard (according to the dealership) the problem was never been fixed. This is a big safety issues for us and a big waste of time bring the car for re-work because of the bad parts installed. I was told by the continental manager that they only provide used parts because I have used car which is very unfair. I paid for the full warranty price for the used car. Today, the car is still in the dealership for the last 15 days and they declined to pay for the re-work of the failed repairs.

Our warranty will expire on Dec 29, 2017 and I still have over 30,000 miles left.

They try to find many ways not to pay. For example, they are saying that the value of our car is only $6000 and they already pay close to that amount. I forwarded them the Kelly Blue value (which is bet. $11,000 to $12,000). I also sent them 20 comparable cars similar to ours which valued between $11,000 to $12,000.

They are finding many ways not to pay which is very unfair.

Please help.

Regards,

[redacted]Desired Settlement: Provide the warranty service per contract and use the Mercedes Benz parts and not the parts from the junkyard.

Pay the full labor rates or negotiate with the dealership so I do not have to pay for the labor difference as paid the warranty amount with $0 deductible.

Business

Response:

Acct # [redacted]Customer: [redacted] Thank You for making us aware of the customer’s concerns.Continental Warranty, INC has been in contact with thecustomer and the situation has been resolved. In an effort to provide thecustomer with the highest level of service possible, Continental Warranty, INCwas able to procure and extend the extra funding needed to repair the vehicle. Thank You

Review: Purchased a full coverage aftermarket warranty from Continental and items that were described as covered items at the time of purchase are not being covered. The representatives are dismissive and condescending and will not provide assistance or senior management to resolve the issues. Representatives have also been slandering me to my former employer and this behavior is unprofessional and unacceptable.Desired Settlement: My desired outcome is coverage for the warranty purchased or full refund since all claims have been denied and the contract has not been homered. I would like a formal apology for slander to my character to my former employer and submitted to me and to them.

Business

Response:

Account #[redacted]

Contract #[redacted]

Continental Warranty, Inc. has spoken with the customer and is currently working towards resolving all issues and concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and am working with Continental to find a resolution is satisfactory to me.

Review: I purchased a Continental Warranty Inc. used vehicle service contract through the dealer that I bought the car. The terms of the contract state that should the vehicle be declared a total loss Continental Warranty Inc. would issue a prorated refund. I contacted Continental directly to inquire about the formula for calculating the refund because my car was declared a total loss by the insurance company and was given the formula. I provided the required documents to Continental. I then followed up with Continental several weeks later and they acknowledged receipt of the paperwork, and I also reviewed with them the exact amount of the refund to which they agreed was correct. I was advised that they sent the paperwork to the dealer and that I was to collect the refund from the dealer. I contacted the dealer and was sent two checks for an amount that was $747.89 less than it should have been. The checks were issued to the dealer by Continental Warranty, and the dealer just forwarded those checks to me. I then contacted Continental Warranty again and was advised that I had to collect the full refund from the dealer; at which time I advised Continental that their Warranty contract did not disclose that language and they still insisted that was their policy. They could not point out to me where that policy was disclosed in their contract and advised me it was just their internal policy. I asked them to forward the original paperwork of refund calculation to the dealer again which they agreed to do. I then spoke to the dealer who advised me that it's not his responsibility to refund the warranty, and that just because I paid $1595 for the warranty didn't mean that the refund would be calculated on that amount. I asked the dealer to send me written confirmation as to why he was not refunding my money, and he refused. I contacted Continental again and asked to speak to someone in authority, and was referred to the Operations Manager named [redacted] who I was told was not in at that time, but would be in about an hour. I left a voicemail message for Mr. [redacted] and have not heard from him.Desired Settlement: I want my entitled additional refund of $747.89.

Business

Response:

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.

Consumer

Response:

Review: I have purchased a BMW 535XI used car from JAGUAR/LAND ROVER OF [redacted] on 11/14/2011 and at the same time I purchased a third party warranty offered by continental warranty Inc, duration of the contract was for 36 months or 36 k miles with zero dollar deductible and I paid $3000 for this contract. My car VIN# [redacted]during the purchase of the contract I was clearly being told that this contract covers me 100% charges on parts and labor even if I go to the BMW service station for any covered repair, as the contract itself states a zero dollar deductible. But every time take this car to the BMW service station for a repair covered under the warranty, continental warranty gives me hard time approving the cost of parts and labor 100%, for example: On 10 MAY 2013, I had thermostat replacement and continental warranty staff initially only approved a portion of the amount charged by BMW service station and were asking me to pay the rest out of my pocket in spite of me having a 100% parts and labor coverage for this repair under continental warranty, I under this stress and pressure had to call continental warranty and asked them to cover me for 100% parts and labor or else I will take action against them and continental warranty staff hanged up the call on me, upon calling back another staff member picked up the phone and he told me that as per my warranty I should not pay any out of pocket and continental warranty should cover me 100% for parts and labor even if I take my car to BMW service station and approved the charges after me under going a lot of stress and pressure.

Next I took my car back on 25 SEP 2013 for water pump and two ex turbo replacement to the BMW service station, this time continental warranty was submitted a bill for

4812.57 for 20 hour labor and parts. This time continental warranty again says that they will not cover 100% of parts and labor and they will only pay $3743.57 and I should pay the rest of $1061.29 out of my pocket even after having 100% parts and labor coverage from continental warranty as stated by the staff of continental warranty in the previous conversation. Upon me repeatedly requesting continental warranty staff told me that they will give me back the warranty money and not cover my car as the repair cost is more then the warranty cost. Next I went to the continental warranty website and expressed my stress and pain, then [redacted] claims manager contacted me by stating that he will re-open my claim and resolve my issue and holds me back form proceeding legally. Next after a wait I get a call from continental warranty to accept $500 and not file a case against continental warranty, which was supposed to be a good will for me as per [redacted] and continental warranty's understanding. Next upon me stating that continental warranty owes me $1061.29 and they cannot pay me $500 and claim it as a good will, continental warranty staff told me that he will speak to his manager [redacted] and get back to me immediately but he never called me back. After calling several times, writing several e-mail and sending several complaints from continental warranty website and after a long wait I get a e-mail from [redacted] stating that $500 is given as good will, again I expressed my self by stating that they owe me $1061.29 and they have to pay me for $1061.29 and cannot claim $500 as a good will, then [redacted] e-mail me that on the last day few hours before the due date of me picking up my car and tells me that he will not even give me the $500. I immediately responded back requesting him to at-least pay the $500 which he claims as good will, but as usual he did not respond back. I made several phone calls and no one was answering my call, with great difficulty one staff member of continental warranty picked up my call told me that their is nothing to talk and hanged the phone on me. Continental warranty claims staff is very rude and always hangs the phone in a arrogant way.Desired Settlement: I humbly request Revdex.com to take necessary action to make sure that continental warranty accepts to the below settlement as I have been having several sleep less nights and being highly stressed due to the business practice of continental warranty. I feel that continental warranty is trying to get away by selling these warranty's and not honoring their words.

Buy this car back from me, at the same price as I have paid for it including taxes, warranty and any repair amount I spent on it along with some damages I would claim for putting me through this unnecessary mental stress, as I have only purchased this car upon the guaranty that continental warranty will cover me for 100% parts and labor for the covered repair even if I got to the BMW service station.

Continental warranty can either pay me $58000 or take this car buy me a new BMW 535XI.

I will be happy to provide the invoice I paid for the $1061.29 at the BMW service station, which also needs to be paid back to me by continental warranty.

Continental warranty does not state that I cannot go to BMW service station, if they feel that the service station is charging high price, then I encourage continental warranty to point me to a shop where in they will cover me 100% parts and labor without going back and forth and stressing me out.

Business

Response:

10/10/2013

To: Revdex.com of Delaware

From: Claims Dept. Vin: [redacted]

Re: ID [redacted] Vehicle: 2008 BMW 535 XI

[redacted] Mileage:

78,545

To whom it may concern,

Thank

you for your correspondence regarding [redacted] Unfortunately, it

appears that [redacted] is having problems understanding the terms and

conditions of his signed service agreement. The repair that was rendered to **.

[redacted]’ vehicle on 9/25/2013 was covered 100% parts and labor

under the terms of said contract as were his previous four claims. Confirmation

of this can be had by contacting [redacted], the service writer at BMW of

Fairfax. The additional charges for [redacted]’ repair are for parts and

services that are not included on the signed service agreement. Please see

reverse side of customers contract under WHAT

IS NOT COVERED where it clearly states under line W) Components, parts or services not

named on front of Service Contract Application.

Having stated

that, in the interests of customer service, Continental Warranty Inc. offered

to assist [redacted] with his out of pocket expense with a goodwill gesture

of $500 which [redacted] emphatically (and quite rudely) declined. This offer

was consequently rescinded.

In spite of the

constant harassment and bullying via telephone and email, as evidenced by these

complaints, Continental Warranty Inc. is willing to re-instate the offer of

$500 towards [redacted]’ out of pocket expense incurred for the services and

non-covered components that were rendered to his vehicle (with his

authorization) during his latest claim. There will be a letter to sign which

can be emailed to him before said funds will be released.

Continental Warranty Claims Dept.

Consumer

Response:

Review: When I brought my 2001 c320 from a car lot called tags auto I purchase this car warranty every since I been having trouble with this company not paying the bill they surpose to pay . Now my car has been from car shop to car shop in I have every car shop calling me for there money talking about taking me to court because this company hasn't paid them yet and its been a year almost for one shop and Two months for the other shop . I just want my money back that I paid for this warranty because since I had it I came out my pocket more then they paid out which that's zero dollars. They only sent parts out that were after market a few times that's the only thing they did right they took weeks to do that they surpose to reinburst me for rental when car is in shop they didn't they just a bad company that need to be sued for misleading customers and taking there money. I want my money back so I can gat a better warranty company that will do what they surpose to do thats all . Please contact me i'm a very upset customer.Desired Settlement: Pay my money back that I paid since they're not stepping up to the plate. In pay these car shops off for the services. Im trying not to go to the news but that will be my next step.

Business

Response:

Continental Warranty, Inc.

P.O. Box 207

Claymont, DE. 19703

Date: 08/29/13

To whom it may concern,

In reference to the complaint filed by [redacted] on 08/26/13, customer concern ID is [redacted]

I reviewed [redacted] claim history and did observed several concerns. [redacted] is correct

there have been several claims called in on her vehicle between the dates of

10/05/12 and 07/08/13. [redacted] is also correct that payment to one of the

repair facilities that she used was delayed.

The first two claims in question are from “MB Motorsports”. The first claim was called in on

10/05/12 and the second claim was called in on 03/25/13. A third claim was

called in on 04/22/13 from “[redacted]” and the fourth claim in

question was initially called in by [redacted]” on 05/08/13 and the

claim was approved, but [redacted] moved the vehicle to “Rush Auto Repair”. On

07/08/13 a representative from “Rush Auto Repair” called Continental Warranty

to let us know that [redacted] brought the vehicle to them for completion of

the repairs authorized at “[redacted] on 05/08/13.

The normal claim procedure is as follows: The claim is called into Continental Warranty by

the repair facility. The repair request and estimate is reviewed. If the failed

component requested for repair is listed on the Continental Warranty service

contract that the customer chose an authorization number and dollar amount is

given to the repair facility. We also request the repair facility to send us a

copy of the invoice as soon as the repair is completed so we can process the

claim for payment. Once the invoice is received the claim file is updated and

the claim is sent to accounts payable for payment. The payment process normally

takes 7 to 10 business days and a corporate check is sent to the payee. The

payee can be the repair facility directly or the customer for reimbursement.

The claims for Ms. Woodhouse’s vehicle did not follow the normal procedure. There were payment

delays caused by the repair facilities and an error on our part. There were

multiple claims one after another and they were completed at multiple repair

facilities. The repair facilities that Ms. Woodhouse initially took her vehicle

to for repair was “MB Motorsports”, the repair invoices for the repairs completed

on 10/05/12 and 03/25/13 were not sent to Continental Warranty until 6/18/13.

The initial payment delay was due to not having the invoices from “MB

Motorsports”. When the invoices from “MB Motorsports” were received there were

two additional claims being processed for Ms. Woodhouse’s vehicle at a different

repair facility.

The claims were called in from “[redacted] the first claim was initiated on 04/22/13

and second on 05/08/13. The first claim on 04/22/13 there was no payment due to

the repair facility from Continental Warranty. We sent the replacement part

from one of our vendors and the labor amount was less than [redacted]

chosen deductible. [redacted] would have paid the shop for the labor on that

repair. The repair invoice for the claim called in on 05/08/13 was never

received. It was later found that the reason we never received the repair

invoice from “[redacted]” for the claim dated 05/08/13 is because [redacted] did not agree with “[redacted]” and she moved the vehicle to

“Rush Auto Repair” to have the repairs completed.

Continental Warranty was unaware of the vehicle being moved until “Rush Auto Repair” called

on 07/08/13 to get the authorization information on the previous repair called

in on 05/08/13. We have not received an invoice from “Rush Auto Repair” as of

this date. According to [redacted] the repairs were completed by “Rush Auto

Repair” not [redacted]. We have attempted several times to call

“Rush Auto Repair” to request the repair invoice, but there phone number is no

longer in service. We also asked [redacted] to contact “Rush Auto Repair” to

have them send us the repair invoice or contact us with updated repair facility

information. Continental Warranty has not heard from anyone from the repair

facility or received a repair invoice as of this date.

Continental Warranty did make an error in not getting the repair invoices from “MB

Motorsports” paid in a timely manner. We cannot take fault in the delay prior

to 06/18/13, but once the invoices were received from “MB Motorsports” the

checks should have been processed within 7-10 business days. When the repair

invoices were received from “MB Motorsports” those claims were updated, but the

file never went to accounts payable for processing. The file stayed in the

claims department due to the addition active claims from “[redacted]

and “Rush Auto Repair”. The correct procedure was not followed. The file should

have been sent to accounts payable and then returned to the claims department

once “MB Motorsports” checks were processed.

As of this date MB Motorsports has been fully paid. The relationship between Continental

Warranty and “MB Motorsports” is still a positive one. There was nothing owed

to [redacted]” so there should be no concern there. The repair that

according to [redacted] was completed at “Rush Auto Repair” has not been

processed for payment. The repair invoice has not been sent to Continental

Warranty as of this date. Several attempts to contact “Rush Auto Repair” have

been unsuccessful. The phone number listed for “Rush Auto Repair” is no longer

in service

If you have any further questions please call our office at [redacted]

Consumer

Response: