Continental Warranty Inc.

Review: I brought an extended warrenty for my land rover lr2 the ultra care package 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.

Yet when I got to get my sensor in the occupancy sensor replaced in the passenger this company refused to pay for the repair saying that they did not cover that sensor yet in the brochure for the ultra care there is no small print saying they dont, the make the blanket statement they cover the sensors which is broken,

http://www.continentalwarranty.org/wp-content/themes/pcg/images/uc_service.pdfDe...⇄ Settlement: Pay for the cost of repair to my passenger side occupancy sensor

Business

Response:

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.

Consumer

Response:

Used for major repair of transmission, they won't pay for rebuilt they shipped a used one. I waited 2 1/2 weeks to get my truck back. Once the adjuster came and approved, it took 2 days to order and then a week to get the transmission delivered. Once completed, I picked up and drove to work, the used transmission failed within 100 miles of use. The use of used parts is absolutely ridiculous. I do not recommend using this warranty company.

Review: I purchased a 2008 Mercedes Benz GL 450 from Luxury Imports, Parma OH on 10/14/2013. The dealer convinced me to purchase warranty on the vehicle through Continental Warranty Inc. I reviewed the specified coverage, which included most of the system I would like covered. However, within a 2 weeks after the purchase the company refused to cover items they had specified in the agreement to cover. Furthermore, they agreed to pay only $200 out of a total expense of about $700 to repair the vehicle's tailgate, an amount they never even paid to date.I requested for a cancellation of the agreement over the phone with a representative of the company over two months ago, who informed me that the cancellation should be done but it should be through the dealer - Luxury Imports of Parma, Ohio from whom I purchased the vehicle.I have called the dealership numerous times already over a period of almost 2 months. I have always been told they are waiting to hear from the Continental Warranty Inc., which never happened anyway.However, during my last phone call to the dealership 2 weeks ago, they tried to tell me that the Continental Warranty will step up my coverage to include what I need. When I declined the offer and said I wanted my hard earned money back, I never heard from them again.In sum, the company has taken an amount of $3,661.00 from me and has refused to provide the coverage in the agreement. I need a total refund of the amount paid to them in full.Desired Settlement: Continental Warranty has refused to provide the coverage specified in the agreement (I have a copy as proof). They have also deliberately delayed the cancellation for 2 months for no reason. I desire that they refund an amount of $3,661.00 paid to them for the said agreement in full.

Business

Response:

Continental never received a request to cancel, we have contacted the dealership and they have acknowledged that they did not send over the request but will be doing so. We will be refunding the customer upon receiving the request from dealer.

Thank you

Continental Warranty, Inc.

Consumer

Response:

Review: I've purchased a warranty with this company and it claims 5o be a bumper to bumper warranty. I have a diesel engine and it requires an additive for emissions. The company is stating that it isn't covered.Desired Settlement: Repair of "uncovered items". I was told by a rep that my contract is a full bumper to bumper warranty.

Business

Response:

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.

Review: My vehicle has a suspension malfunction. I took it to the dealer service dept. They informed me that the front struts and the compressor need replacing. They said that Continental Warranty Inc. told them it is not covered because a) they don't cover the struts and b) the compressor is covered but they believe it was damaged by the struts so it's not covered. How do they know? Where they under the car when this happened? I called the company to discuss and they told me they don't cover struts and the struts damaged the compressor so none of it is covered. I find that very shady to do that. If it's covered then it should be covered. The man on the phone was very rude as he commented I should have read my warranty. Well I did read my warranty. It clearly states for my package that I purchased that it includes front suspension and strut is clearly one of the components. The compressor should not be an issue at all. That should be covered. They are doing this to get out of paying anything but they gladly took my $4050 when I purchased my vehicle.Desired Settlement: Pay for the repairs. That's why I paid them to pay for repairs.

Business

Response:

Could you please have the customer produce a continental warranty contract that covers the struts

Thank you

Consumer

Response:

Review: Have a warranty contract with the company. Vehicle had a covered repair - when the repair shop recieved the part to complete the covered repair they contacted me to report the part they received to repair the car "came from a junkyard". When I called the warranty company to inquire about this - the representative, [redacted] told me they were allowed to use whatever type of part they wanted to cover the repair. NOt what most consumers would expect when buying a plna such as this, however in continued conversation with Alan he assured me that they woudl stand behind the part from teh junkyard (or as he termed it a low mileage car) I felt more comfortable. THe part was replaced and the problem persisted. The warranty company sent the repair shop another pump (also from a junkyard) and still teh problem persisted. Upon investigation by the repair shop, these pumps from subarus are prone to failure and no replacement from a junkyard will solve the issue. When informed of this issue the warranty company continues to refuse to replace a covered part with a new one - which according to my reapir shop is the only solution that will correct this issue. I am deeply disappointed in this company.Desired Settlement: Repair the car with the appropriate part and honor your contract. Alternative is cover the cost of the new part and I will purchase it myself and have the repair shop replace it.

In the future inform your consumers that you use parts from junkyards to cover warranty repairs - that would be honest business practice.

Business

Response:

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.

Review: I believe that Continental Warranty Inc. is not honoring the warranty and services I was sold at [redacted] Center in Arlington, VA. When purchasing the warranty I was lead to believe that the plan I purchased and was the Ultra Care VSC for 5-years/60,000 miles. A plan that they so pleasantly describe as "Continental Warranty, Inc. provides one of the most comprehensive and competitive service contracts in the industry. We never take our leading position for granted and are setting a new standard in the industry with our exclusive UltraCare service contract. This contract was designed to appeal to the distinctive buyer of today’s high-end vehicles. The UltraCare service contract offers unparalleled protection for today’s vehicles while at the same time offering its members the peace of mind and the satisfaction that the distinctive buyer deserves."...blah. The same pamphlet used to sell me for all the so-called services rendered can be seen in all its glory on their website.

Now back to the problem. After running into a two issues with the warranty coverage, continental's customer service/claims representatives had nothing but terrible things to say about BMW Alexandria's Service Department and that I should no longer take my vehicle there for repairs as they are not "flexible and consistently mark-up their services to not fit our repair matrix". Of course I believed them, but after this past claim it feels as though BMW Alexandria was just a scapegoat for their poor and misrepresented product. So I took my business elsewhere to a place they recommended (after speaking with the latest rep they apparently "don't have him in our system" while insinuating that I was a liar). Anyways, I began to hope and dream that the warranty was money well spent and it was going to hold up its end of the bargain. After having BMW look at it 3 times and getting 3 different answers this mechanic was finally able to physically discover what was wrong with my vehicle's A/C! I was pumped, especially after looking through my so-called warranty coverage. The mechanic discovered that there was a tiny pin sized hole at the base of the AC Condenser as well as two tiny cracks in the High/Low valves and are said to all be covered in that nice little pamphlet! The mechanic came back and said with factory OEM parts/labor I was looking at around $2200. He also reassured me that 95% percent of the extended warranty programs he has dealt with in the past with comparable repairs had covered the majority of the costs even citing previous work with Continental! I was happy, until he called me back after speaking with a claims rep.

The mechanic said that Continental Warranty Inc. would only cover roughly $600.00 (a portion of the AC Condenser and a portion of the labor for the part). However, they would not cover costs of diagnosis, recharge, High/Low Valves (which are conveniently deemed "lines" for them as they are all one part on my model), the majority of the labor, etc. I mean, who doesn't cover the costs of diagnosis and who in their right mind replaces BMW parts with low price aftermarket?!?! The mechanic even stated that he criticized the claims rep. stating "what kind of warranty do you call this". He received a simple response, "The one he bought." Nice.

All this is a far cry from the advertisement and self-proclaimed "one of the most comprehensive and competitive service contracts in the industry...and are setting a new standard in the industry with our exclusive UltraCare service contract."

I am extremely disappointed and believe that the services I had purchased from Continental have been misrepresented. I have tried to hold them accountable, but they have always pointed the finger elsewhere (whether it be BMW Alexandria or [redacted] Center). It's common knowledge that many used car dealerships have incentives from warranty companies to sell their product. Either way, no matter how many times they wash their hands they are still dirty in my book. I paid good money to have peace of mind, and this is definitely not it.Desired Settlement: Costs of the above repair paid in full or the refund of my full warranty purchase price minus costs of already covered services.

Business

Response:

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.

Review: They are not honoring the contract , I paid for product/ service and they are not fixing my car.Desired Settlement: FIX MY CAR!!!!

Business

Response:

Contract [redacted]

Unfortunately,

the customer has had a multitude of issues with the vehicle since purchasing it

in March of 2013. Continental Warranty,

INC. has paid for several repairs on the vehicle, which include concerns

relating to an overheat condition. Continental Warranty, INC. will be

participating in the repairs by supplying an engine and contributing to the

labor involved in replacing the engine.

Upon Continental

Warranty, INC. supplying the engine for this repair, as well as the labor

contribution, the service contract’s limits of liability will have been

reached. This means that Continental Warranty, INC. has exhausted the maximum

available funds towards repairs of the vehicle per the service contract.

The customer

has been contacted and is satisfied.

Review: I had purchased a 2004 Cadillac Seville for Battlefield Ford who offered the bumper to bumper waranty with Continental Warranty, Inc. My vehicle has been sitting at the dealership for a month. The adjuster from Continental Warranty had asked the service department at Malloy Ford to take my car apart to see if it was the head gaskets blown or the head bolts it was the head bolt that failed and my motor in no longer good saying they would pay for it if it was the head bolt. Gotten a phone call from them on 10/11/2013 saying that they were going to ship me a used motor out of goodwill and they were no going to pay for the repairs to install it nor was I goingto get a rental vehicle because of ther good will effort. I have been told for over a month that this car was going to be repaired and taking all of there BS excusing that they were going to pay or not pay. Found out 10/16/13 that my claim was denied because of lack of maintenance. I had my receipts for the oil changes and documentations. When the contract was signed I had asked the Finance person at Battlefiled Ford was it ok to change the oil our selves and he said yes as long as we keep the receipts and documnetations. This company is full of BS and they are scam artisits. They will not pay for anything nor will they honor there warranty products they are always making up execuses for why they are not paying for repairs. This cost me for the Gold Plan $2500.00. I have wasited money on this. I am now with out motor for the car and a car payment. What a rip off that this company is. This company does not stand by there advertising nor their products.Desired Settlement: I want them to pay for the motor in the car and pay for the repairs for the motor to be installed.

Consumer

Response:

Review: I purchased an extended warranty policy from Continental Warranty via LandRover Wilmington, after originally calling Continental directly. they referred me back to LR Wilmington stating they need certification that the vehicle was in working condition. Since the vehicle has gone to LR Wilmington for service they were willing to support the transaction. I purchased the policy on 2/20/2012, which was for 36 months or 36,000 miles. I sold the vehicle on 7/31/2013 short of the mileage or term. Since the mileage was the greater of the two term expiration points Continental used the mileage to determine the amount to be returned. 45% was unused and they processed the return for 45% of the original $3,700 the premium cost me, which I paid upfront on 2/10/2012. The issue with the return is Continental reduced the refund by $673, a claim that was processed between 2/10/2012 and 7/13/2013. This is very troublesome to me as this was never explained when I purchased the policy, this information is not listed anywhere in the warranty cancellation documents I had to submit, and Continental's position to do this should be classified as usury.Desired Settlement: Continental can either refund the $ 673 deducted from the unused portion of the policy or they can return the $ 2,035 retained for services not rendered, i.e. non-coverage of a covered repair.

Business

Response:

Goodmorning,

Attached you will find [redacted] Vehicle Service Contract we have highlighted the section on the contract where it states that his refund would be based on proration by time or mileage and any claims against the policy would be deducted. [redacted] contract was prorated by miles he used 55% and was refunded 45% back minus the $673.00 in claims. The cancellation was processed correctly this complaint should not go against us as we are going by the contract terms and it is stated on the contract.

Consumer

Response:

Review: On 07/11/2014 a car warranty contract was purchase from this company for my BMW 2007 Model from Louisville Fine Motor Cars in the amount of $3138.00 Dollars. I trade in my car on 05-27-2015 and ask for a cancellation refund, which I received on 07-11-2015 in the amount of $ 2,177.98 plus a $50.00 dollars cancellation fee. According to there math system they used a Prorated by time for a refund of 71% due to me minus 29% they kept. However since I never use their warranty to pay for car repairs during my warranty service time my BMW miles when purchase was 84,767, my trade in miles was 86,257.00 total miles use 1,490 miles. I do not think I should have to pay $910.02 dollars to covered my car for lest than one year. This sound like a money rip off to consumers like me. If I knew I would be punished for not using this contract, I would not have purchase their warranty. This information should be giving to car buyers before they signed off on a contract with this company. I checked online where I found others complaints from people who sworn they were ripped off by Continental Warranty INC. Total complaints found was 85 to this date. If they would have charge me $150.00 to $200.00 Dollars no problems what so ever $910. dollars for a contract you don't use. Something is wrong. I would like for you to looked into my complaint. By charging this type of fee, will make use car buyers purchase a new car instead of a car that is out of factory warranty service time. Total rip off.Desired Settlement: A refund of $710.00 Dollars.

Business

Response:

Continental has reviewed the complaint, however the customers contract states the Cancellation terms. A copy has been provided for your review and the Cancellation terms have been highlighted.

Consumer

Response:

Review: On 6/5/15, I notified a car dealership that the car I had purchased 1 year ago was sold. Since I purchased the extended warranty, and I no longer owned the car, I requested a cancellation. This was processed on 6/5/15. Continental Warranty received the cancellation paperwork as reported to me by them on 6/5/15. They then first told me it would take 4-6 weeks. I inquired as to a definitive time frame of which I was told NO. As the weeks went on I called several times and was met by customer service reps that were not interested in resolving my issue despite the circumstances I clearly stated. I also learned on several occasions the cancellations are processed in the middle of the month. Because my request was received in the middle of the month, I asked why it was not processed in the middle of June. I was then told just because it was received in the beginning does not mean I was able to expect it to be processed mid June. I continue to wait. I was informed the refunds will be processed on 7/17. When I Called to confirm this morning, I was told they could not confirm my refund was processed and the manager would not be available until they come in after 10:30. I still have no information, the dealership is stunned, and I have not received any help or genuine customer service from Continental Warranty. At the time of purchase there was no explanation and not formal documents explaining the length of time and poor customer service I would receive. Nothing in writing was given to me, and if it was it was not visible or easy to discover. All of my concerns have been ignored, by calls met with brash and short customer service reps, and my email correspondence asking for a direct intervention was ignored and unanswered.Desired Settlement: Since it is now over 6 weeks, I would like the refund to be over knighted to the dealership so that I may get my refund. Because by the time it goes through regular mail, I might as well add another 1.5 weeks onto my wait time. They said 4-6 weeks not 6-8. I attempted to explain my financial hardships and I was ignored. Now those hardships are turning into disasters and could have been averted if I was met with understanding compassion, and with positive regard. Instead I was treated poorly

Business

Response:

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: I took my 2000 toyota tundra into the shop on sept 3 2015 the warranty ran out on the 18 the shop tryed contacting the warranty company to no avil when they did the warrenty already expired and they are refusing to cover the workDesired Settlement: I would like the warranty company to honer the warranty and pay for the repairs im on disabilty and get a fixed income and cant afford to pat out of pocket for the repairs

Business

Response:

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.