Drive Dealer Services Reviews (%countItem)
Drive Dealer Services Rating
Address: 28790 Woodmere Suite 175, Beachwood, Ohio, United States, 44122
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I purchased a extended warranty for my 2005 Ford F-150 when purchasing
the vehicle in July 2017. I am retired and drive very little. The warranty states it would cover engine and drive train for 3 years or 36000 miles.
My husband did the oil and filter changes and we have records to prove it. The transmission went out a few days ago. I have only driven the truck a little over 10,000 miles since its purchase. We have had to replace universal joints and a wheel bearing already and it was done at a local Auto repair facility. We also have records. Now the warranty company is refusing to cover the transmission because we changed our oil and filter on our own. This is terrible and we have given this vehicle great care since our purchase.
The service contract specifically states in section b “scope of the agreement “
“In order to keep your vehicle service agreement valid, you must adhere to the following maintenance procedure. Vehicle owner must have engine oil and filter changed every three (3) months or three thousand (3,000) miles, whichever occurs first, for coverage to apply. Proof of compliance must include verifiable paid receipts, date of service, name of facility, mileage and vehicle identification number, and must be supplied to our administrator upon request.
DO-IT YOURSELF OIL CHANGES ARE NOT ACCEPTABLE”
I purchased my vehicle In Akron Ohio from K&H, at that time I was told by *** I would have a year warranty included if anything should happen with the vehicle don't worry just contact Drive Dealer Services and you would be covered. Never was offered a specific package for the warranty at all. Since I have had the vehicle it has been nothing but a headache and everytime I contact the warranty company there is always some form of excuse as to why they will not cover repairs. I Contacted them last year in 2017 regarding the water pump which was included in my package for warranty. *** who serviced the car explained to them the cost of repairs would be $600, this company said they would only be willing to pay $199, which I would have to pay a deductible of $250, which actually defeats the purpose for repairs. I also this year contacted them because I had a intake gasket blown the guy *** told me Oh under your package that is covered don't worry, we would just need the receipts for the oil changes to make sure I was maintaining the vehicle. This information was sent the very next morning at 8 or 8:30am. I ended up calling later that afternoon wondering what is taking so long *** tells me the issue is that I violated my warranty because it states that the warranty is only valid with me getting a oil change every 3 months or 3,000 miles which ever comes first. Well I hadn't reached the 3,000 miles so why would I rush an obtain another oil change when not needed at the time. So I ended up paying $500 to repair the intake gasket. Just recently my vehicle was losing power and the keys would lock in the ignition. I had the vehicle taken to *** again it was the engine control module which was also covered under warranty and this company was only willing to pay $100, even though my oil changes were up to date. So again I had to pay the $650 to repair this issue. This company is using people. I paid for something I could not use and deserve my money back. I do not recommend anyone to them.
In regards to the letter we received concerning ID the customer purchased a 2008 Saturn Vue vehicle from the auto dealer on 5/18/17 with 114,995 miles on it. The dealer either included or sold a 12 month/12,000 mile Drive Shield vehicle service contract at the time of vehicle purchase. (please note we do not sell vehicle service contracts direct to the consumer). We do not have control over the conversations between the dealer and the customer as to what levels or packages can be obtained, or having the customer believe he or she is getting a manufacturer brand new vehicle type coverage. Please be aware that the vehicle service contract for this customer has a deductible of $250. We do not base our approvals from the dollar amount a service facility initially quotes, as we protect ourselves from fraud and price gouging. On 7/17/17 we approved a water pump repair for $443 minus the $250 deductible leaving us to pay $193 and the customer to pay the rest. Please note the vehicle service contract clearly states the following in bold print. ( In order to keep your Vehicle Service Agreement valid, you must adhere to the following maintenance procedure. Vehicle owner MUST have the engine oil and filter changed every three (3) months or three thousand (3,000) miles, whichever occurs first, for coverage to apply. Proof of compliance must include verifiable paid receipts, date of service, name of facility, mileage and vehicle identification number, and must be supplied to our administrator upon request. Do it yourself oil changes are not acceptable.) Also clearly stated on page 1 there is a thirty (30) day and one thousand (1,000) mile waiting period for all claims, as we are not in the business of reconditioning auto dealer vehicles. Also on the contract it states the MAXIMUM per claim is $800 minus the applicable deductible with multiple claims at the same not allowed. Please keep in mind there are higher levels of coverage which cost more and also offer as little as $0 deductible. On the very bottom of the contract where the customer signs it says PAGES 1 of 3 which is there to protect against any customer claiming they did not receive something. We are not responsible if the dealer did not provide the other pages. The customer can always call us and we would be happy to send any missing pages the dealer did not provide. On 3/6/18 the customer and service facility called about a cylinder head gasket replacement. We asked for proof of maintenance records and received oil change receipts dated 7/8/17 and 10/1/17 but nothing for January. Therefore the claim was denied. The customer rushing to obtain an oil change at that point in time was past the time, irrelevant and on the verge of fraud. Lastly the engine control module stated in the letter is not a covered component, however we made an exception to help the customer anyway which she did not want.
Regards,
Drive Dealer Services, llc
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 reviewed the message regarding my complaint, however I am wondering if I did everything correctly by rejecting the response from the company or was I required to respond why I rejected the response? I clearly understand the warranty company not having any control over what the dealership has not presented to me, however they were responsible for repairs that were covered under my warranty. Also, I am aware that I had a $250 deductible shall any repairs needed to be made. Which I find it difficult and frustrating that every time I have reached out to them for repairs I was always told by *** to seek out for a side mechanic to do the repairs as it would be a lesser price. With this company it didn't matter who I took the vehicle to because they were never willing to pay over $200 and as *** stated they give a estimate on what "they" the company feel it is worth to repair. Even though he stated in the complaint there is a maximum $800 per claim. On 07/17/17 the water pump estimate was $600 and something dollars for repair, *** stated to me and the dealership they would only cover the $199, which would be the cost of the water pump but not labor. Logically, thinking why would a customer pay a $250 deductible for the warranty company to only pay $199, then I would have still been left to pay more for the remaining cost. As far as the DO IT YOURSELF oil changes, this is a bunch of crap. Yes, the claim in March was denied because I did not get the warranty by the third month when the gasket needed to be replaced. This is a quote he used, there is no where in the contract that specifies that I need to go to a main dealer for an oil change and it is a lot of speculation when he spoke on "Rushing to obtain oil change verification", a statement as such would not even hold up in court it's hear say. I spoke to *** on March 6th of 2018 a couple of times while the mechanic waited for a response. I last spoke to him around 4:00pm on the 6th of March, which at that point I was asked for proof of oil changes. The information was emailed to him first thing the next morning at 8:47am on March 7th, 2018. So to label this some sort of fraud is absurd. When I contacted *** in May for the engine control module he asked me for my name and pulled the account up to see if this part was covered and told me yes it was but he would call me back on the price. Which he did and told me out of the $600, the company would only pay $100 because they feel that is what it is worth. He told me to take the car to another mechanic that was cheaper once again. My reply was how can I when another mechanic can replace the part but the car would then have to go to the dealership to be programmed. *** told me well they are not responsible for the programming. But keep in mind as he states there is a $800 per claim, however the cost of repair still could not be covered but $100.This company has tried to use every resource to underhand every claim presented and never have I seen a warranty company handle business this way. The paperwork that was even given is terrible that the dealership had to question "Is this all, where is the rest explaining in details". There was not a problem to add the cost to my loan financing fees and for them to collect payment. So I am left paying for something that the company could not hold their end of the bargain for repairs. They felt if they provided $100 or $200 and my collect my $250 deductible that would be enough, so at the end of the deal whatever they were willing to pay they would have received right back from my deductible payment. I just want the refund of what I paid as do have other repairs to make at this point and have paid enough.
Regards