I'm not sure what Ms [redacted] is not understanding, but the contract she purchased was a 3 month or 3,000 mile coverage which expired on 5-25-2015. She cannot cancel the contract nearly 4 months after it has expired - it is already over. However, the Roadside Assistance coverage, covers for 12 months or 12,000 miles. As she has been informed and even offered in previous responses, if Ms [redacted] has the invoice from her Flat assist that shows the date and mileage of her vehicle at the time of the Flat assist and the amount paid paid for the Assist, she can send it in for reimbursement up to the maximum coverage for the Roadside Assistance. She only has 90 days from the date of the Assistance to submit for reimbursement.Just to be clear - there is NO REFUND due to the fact the contract expired nearly 4 months ago.
Complaint: [redacted]
I am rejecting this response because:If the Elite Warranty respondent would like to be more specific regarding “not being completely straight with his complaint here”, I would be happy to address it. However, to call out a customer’s authenticity or honesty without backing it up is slanderous and inappropriate. Kuni BMW is one of the only repair shops in the area who will work with an after-market warranty and has done so extensively. Kuni BMW has been a respected expert in BMW’s for over 40 years and with that professional experience, advised me that in their assessment of the repair needed and the contract language in the warranty I provided them, the repair is covered. Upon my own inspection and inspection by my legal representation, the contract clearly states in the first line “All internally lubricated parts” are covered. Since valve stem seals are, first and foremost, an internally lubricated part and are NOT SPECIFICALLY OMITTED from coverage in the contract, they are a covered repair. Furthermore, the “ALL other seals and gaskets are covered ONLY in conjunction with a covered repair” portion would again point to “All internally lubricated parts” as a covered repair. That being said, this repair is covered in the warranty contract language not once, but twice. In response to the parting comment “I would also like to remind Mr Schreiner that Elite Warranty has already paid out nearly $4000 in covered repairs on his vehicle (which is more than he paid for the coverage)”…another good quote is “a fool and his money are soon parted.” I would not purchase a warranty if I did not think I would get a good return on my investment. The amount paid out on prior repairs covered by the warranty has NO basis on future repairs and the warranty is good for another 25,000 miles.
Sincerely,
[redacted]
The repair can be done for $952 with the used turbo. That is the amount the warranty is contractually obligated to pay. $952 is what we have authorized the shop for this repair. The warranty cannot pay more than the cost to complete the repair (with the used turbo). The customer does have a total coverage of $1500 for turbo repairs over the life of the contract. This leaves him with the balance of $548 for future turbo repairs through the remainder of the contract. The customer had the choice to accept the used turbo and not incur the extra expense of the new turbo. He chose not to take the used turo and get the new turbo. This was his choice and his expense.Thank you,[redacted]General ManagerElite Warranty, Inc
Mr [redacted] was directed to the "Cancellation of this contract" section of his contract that states, "The right to cancel the contract is reserved exclusively for the original contract purchaser. The buyer may cancel this contract within the first ten (10) days of the contract purchase date, if no...
claim has been
made, and receive a full refund of the total contract purchase price, less the applicable cancellation fee in the amount of one hundred dollars ($100.00). At any other time this contract is only cancelable in the
event of a verifiable repossession or an insurance total loss. All notices to cancel must be sent to Administrator only. All cancellations will be calculated by a time and mileage factor from the inception date, less
a $100.00 cancellation fee. Any claims, commissions, or vehicle inspection costs paid prior to cancellation date will be deducted from the refund amount."Elite Warranty, Inc was first contacted concerning a cancellation on 4/13/2015, which is clearly past the 10 day period to cancel the contract. Mr [redacted] was told at that time that he was past the 10 days and the contract could now only be cancelled if the vehicle is repossessed or a total loss. Mr [redacted] stated that he was from Wyoming and was told by the selling dealer that he could cancel at any time. I informed Mr [redacted] that this contract is approved in several stated and the State Disclaimer is listed for each of the states where the contract is used. When purchasing a vehicle and service contract from a dealer in the state of Wyoming, the Wyoming disclaimer does apply as well as the cancellation laws of Wyoming. However, Mr [redacted] purchased the vehicle and the vehicle service contract in the state of Colorado and the Colorado cancellation laws (quoted above) apply.I informed Mr [redacted] that if he had an agreement with the selling dealer to cancel at anytime, that was between him and the dealer, but I could not cancel the contract unless the vehicle was lost in an accident or repossessed.Thank you,[redacted]Elite Warranty, Inc.General Manager
This vehicle has 149K+ miles on it. Elite Warranty can purchase a quality salvaged with a 6 month parts warranty for $950 plus $729.80 for R&R labor = $1679.80 that Elite has authorized the shop to do this repair. Warranty companies deal with quality parts all the time - with great success! The...
customer's contract also states, "Replacement parts can be of like kind and quality. They may include new, remanufactured or used parts as determined by Administrator." In this case we can replace the transmission complete for less than the customer's MAX coverage over the life of the contract of $2000. The customer still has just over $320 of coverage left for transmission repairs until his contract expires. The customer may pay the difference in cost to rebuild the transmission if he chooses, but the warranty will not pay more than the $1679.80 which is what it can be repaired for.
Complaint: [redacted]
I am rejecting this response because:
I feel that this will never be resolved and I really do not want to deal with it anymore. Therefore I will just post my complaints on the revue portion of there web page and on any other web page that has any comments about this warranty. So you can just include any comment that I have sent to you on your web sight. Maybe someone will read them and think twice about purchasing this warranty.
Sincerely,
[redacted]
You say you're "not sure what is being read into your initial complaint but I don't see anywhere where I referred to a claim being filed for one". Well, if you just read your 6th sentence for the original complaint you can read "The ford dealership had started the claim with the warranty company first but we had decided to go with the engine rebuilding shop instead.".I wish I knew the answer to your second question. The dealer is going to do what he does. I cannot control it. I am sorry that you feel you have been dealt with unfairly. However, your frustrations are focused in the wrong place. The warranty company was not involved in your purchase of the vehicle. True, the dealer does sell out warranties, but we were not present and were not privy to any of your conversations or dealings on the purchase of the vehicle and warranty. I can only assume that you exercised your right to have the vehicle check out by a mechanic prior to making the deal. If you did exercise this right and the mechanic did not find the melted piston issues that existed, I would like to talk with this mechanic. Depending on what type of inspection and go-over this mechanic did, I can possibly have the underwriter look into re-opening the possibilities of a claim. I you did not exercise the right to have the vehicle mechanically inspected, there is nothing more that I can do. I am honoring and enforcing the warranty that states clearly the warranty does not cover problems that existed at the time of purchase. The inspector we hired to look at the vehicle and take pictures clearly indicated that the melted pistons existed at the time of purchase and failed due to continued operation with the over-fueling problem from the injectors which also existed prior to your purchase of the vehicle.Expecting the warranty company to fight your battle with the dealer is not right either. The warranty company in no way was involved in the negotiations or sale of this vehicle. You will need to focus any frustrations you have with the dealer at the dealer and work it out with them. We have had a good working relationship with them in the past. Now, if in your dealings, it comes down to you wanting to cancel and have your warranty refunded, we are happy to work this out with the dealer (because the dealer has a portion of the warranty price to refund too). I am sorry you are in this situation and will do what I can as the warranty company. The warranty contract you have clearly does not cover this issue and I cannot speak for the dealer on any responsibility on their part.
I am sorry if Mr [redacted] felt that I was calling him out or questioning his honesty. I was only trying to show that Elite did not just simply deny his claim. In fact, nothing was denied, the claim is not a covered repair. We explained why it is not a covered repair to the BMW dealer, Mr [redacted] and to his attorney. So, if I offended Mr [redacted], that certainly was not my intention and I apologize.Just to reiterate, Kuni BMW has nothing to do with the administration nor the underwriting of Mr [redacted]'s Warranty Contract. They have NO say in what is and is not covered by this warranty. True they are entitled to their opinion, but it is just that, an opinion. The text that you attached, the letter from Kuni BMW is interesting to say the least. As I stated before, the contract does say under Parts Covered under Engine, "All internally lubricated parts" (I included a copy of what the contract states in my last response) and it goes on listing the internally lubricated parts - no seals or gaskets are listed. If you continue reading under Parts Covered, it lists "Seals and Gaskets" and states that ONLY Cylinder Head Gaskets and Intake Manifold Gaskets are covered in and of themselves - ALL, get that, ALL other seals and gaskets are only covered in conjunction with covered repairs. Stem seal failure is NOT as covered repair and is NOT covered by the warranty purchased by Mr [redacted].Also as stated before, under "THIS LIMITED WARRANTY DOES NOT COVER:" #(9) states " Seals and gaskets, except cylinder head gasket and intake manifold gasket." Here, the contract clearly states Seals and Gaskets are not covered. Again under this same section, "THIS LIMITED WARRANTY DOES NOT COVER:" #(22) states "Any other part(s) not listed in this agreement." VALVE STEM SEALS ARE NOT LISTED ANYWHERE IN THE CONTRACT. So, they ARE specifically omitted, not once, but twice (#9 & #22). The only reason I brought up the fact that the warranty has already paid out on claims is to illustrate that the warranty does exactly what is says it will do. And you are correct in the fact that it has no basis on future "COVERED" repairs. So, you can twist things however you would like, but the fact still remains that this repair is not a covered repair per your warranty contract.
I'm not sure what Ms [redacted] is not understanding, but the contract she purchased was a 3 month or 3,000 mile coverage which expired on 5-25-2015. She cannot cancel the contract nearly 4 months after it has expired - it is already over. However, the Roadside Assistance coverage, covers for 12 months or 12,000 miles. As she has been informed and even offered in previous responses, if Ms [redacted] has the invoice from her Flat assist that shows the date and mileage of her vehicle at the time of the Flat assist and the amount paid paid for the Assist, she can send it in for reimbursement up to the maximum coverage for the Roadside Assistance. She only has 90 days from the date of the Assistance to submit for reimbursement.Just to be clear - there is NO REFUND due to the fact the contract expired nearly 4 months ago.
Complaint: [redacted]
I am rejecting this response because:If the Elite Warranty respondent would like to be more specific regarding “not being completely straight with his complaint here”, I would be happy to address it. However, to call out a customer’s authenticity or honesty without backing it up is slanderous and inappropriate. Kuni BMW is one of the only repair shops in the area who will work with an after-market warranty and has done so extensively. Kuni BMW has been a respected expert in BMW’s for over 40 years and with that professional experience, advised me that in their assessment of the repair needed and the contract language in the warranty I provided them, the repair is covered. Upon my own inspection and inspection by my legal representation, the contract clearly states in the first line “All internally lubricated parts” are covered. Since valve stem seals are, first and foremost, an internally lubricated part and are NOT SPECIFICALLY OMITTED from coverage in the contract, they are a covered repair. Furthermore, the “ALL other seals and gaskets are covered ONLY in conjunction with a covered repair” portion would again point to “All internally lubricated parts” as a covered repair. That being said, this repair is covered in the warranty contract language not once, but twice. In response to the parting comment “I would also like to remind Mr Schreiner that Elite Warranty has already paid out nearly $4000 in covered repairs on his vehicle (which is more than he paid for the coverage)”…another good quote is “a fool and his money are soon parted.” I would not purchase a warranty if I did not think I would get a good return on my investment. The amount paid out on prior repairs covered by the warranty has NO basis on future repairs and the warranty is good for another 25,000 miles.
Sincerely,
[redacted]
The repair can be done for $952 with the used turbo. That is the amount the warranty is contractually obligated to pay. $952 is what we have authorized the shop for this repair. The warranty cannot pay more than the cost to complete the repair (with the used turbo). The customer does have a total coverage of $1500 for turbo repairs over the life of the contract. This leaves him with the balance of $548 for future turbo repairs through the remainder of the contract. The customer had the choice to accept the used turbo and not incur the extra expense of the new turbo. He chose not to take the used turo and get the new turbo. This was his choice and his expense.Thank you,[redacted]General ManagerElite Warranty, Inc
Mr [redacted] was directed to the "Cancellation of this contract" section of his contract that states, "The right to cancel the contract is reserved exclusively for the original contract purchaser. The buyer may cancel this contract within the first ten (10) days of the contract purchase date, if no...
claim has been
made, and receive a full refund of the total contract purchase price, less the applicable cancellation fee in the amount of one hundred dollars ($100.00). At any other time this contract is only cancelable in the
event of a verifiable repossession or an insurance total loss. All notices to cancel must be sent to Administrator only. All cancellations will be calculated by a time and mileage factor from the inception date, less
a $100.00 cancellation fee. Any claims, commissions, or vehicle inspection costs paid prior to cancellation date will be deducted from the refund amount."Elite Warranty, Inc was first contacted concerning a cancellation on 4/13/2015, which is clearly past the 10 day period to cancel the contract. Mr [redacted] was told at that time that he was past the 10 days and the contract could now only be cancelled if the vehicle is repossessed or a total loss. Mr [redacted] stated that he was from Wyoming and was told by the selling dealer that he could cancel at any time. I informed Mr [redacted] that this contract is approved in several stated and the State Disclaimer is listed for each of the states where the contract is used. When purchasing a vehicle and service contract from a dealer in the state of Wyoming, the Wyoming disclaimer does apply as well as the cancellation laws of Wyoming. However, Mr [redacted] purchased the vehicle and the vehicle service contract in the state of Colorado and the Colorado cancellation laws (quoted above) apply.I informed Mr [redacted] that if he had an agreement with the selling dealer to cancel at anytime, that was between him and the dealer, but I could not cancel the contract unless the vehicle was lost in an accident or repossessed.Thank you,[redacted]Elite Warranty, Inc.General Manager
This vehicle has 149K+ miles on it. Elite Warranty can purchase a quality salvaged with a 6 month parts warranty for $950 plus $729.80 for R&R labor = $1679.80 that Elite has authorized the shop to do this repair. Warranty companies deal with quality parts all the time - with great success! The...
customer's contract also states, "Replacement parts can be of like kind and quality. They may include new, remanufactured or used parts as determined by Administrator." In this case we can replace the transmission complete for less than the customer's MAX coverage over the life of the contract of $2000. The customer still has just over $320 of coverage left for transmission repairs until his contract expires. The customer may pay the difference in cost to rebuild the transmission if he chooses, but the warranty will not pay more than the $1679.80 which is what it can be repaired for.
Complaint: [redacted]
I am rejecting this response because:
I feel that this will never be resolved and I really do not want to deal with it anymore. Therefore I will just post my complaints on the revue portion of there web page and on any other web page that has any comments about this warranty. So you can just include any comment that I have sent to you on your web sight. Maybe someone will read them and think twice about purchasing this warranty.
Sincerely,
[redacted]
You say you're "not sure what is being read into your initial complaint but I don't see anywhere where I referred to a claim being filed for one". Well, if you just read your 6th sentence for the original complaint you can read "The ford dealership had started the claim with the warranty company first but we had decided to go with the engine rebuilding shop instead.".I wish I knew the answer to your second question. The dealer is going to do what he does. I cannot control it. I am sorry that you feel you have been dealt with unfairly. However, your frustrations are focused in the wrong place. The warranty company was not involved in your purchase of the vehicle. True, the dealer does sell out warranties, but we were not present and were not privy to any of your conversations or dealings on the purchase of the vehicle and warranty. I can only assume that you exercised your right to have the vehicle check out by a mechanic prior to making the deal. If you did exercise this right and the mechanic did not find the melted piston issues that existed, I would like to talk with this mechanic. Depending on what type of inspection and go-over this mechanic did, I can possibly have the underwriter look into re-opening the possibilities of a claim. I you did not exercise the right to have the vehicle mechanically inspected, there is nothing more that I can do. I am honoring and enforcing the warranty that states clearly the warranty does not cover problems that existed at the time of purchase. The inspector we hired to look at the vehicle and take pictures clearly indicated that the melted pistons existed at the time of purchase and failed due to continued operation with the over-fueling problem from the injectors which also existed prior to your purchase of the vehicle.Expecting the warranty company to fight your battle with the dealer is not right either. The warranty company in no way was involved in the negotiations or sale of this vehicle. You will need to focus any frustrations you have with the dealer at the dealer and work it out with them. We have had a good working relationship with them in the past. Now, if in your dealings, it comes down to you wanting to cancel and have your warranty refunded, we are happy to work this out with the dealer (because the dealer has a portion of the warranty price to refund too). I am sorry you are in this situation and will do what I can as the warranty company. The warranty contract you have clearly does not cover this issue and I cannot speak for the dealer on any responsibility on their part.
I am sorry if Mr [redacted] felt that I was calling him out or questioning his honesty. I was only trying to show that Elite did not just simply deny his claim. In fact, nothing was denied, the claim is not a covered repair. We explained why it is not a covered repair to the BMW dealer, Mr [redacted] and to his attorney. So, if I offended Mr [redacted], that certainly was not my intention and I apologize.Just to reiterate, Kuni BMW has nothing to do with the administration nor the underwriting of Mr [redacted]'s Warranty Contract. They have NO say in what is and is not covered by this warranty. True they are entitled to their opinion, but it is just that, an opinion. The text that you attached, the letter from Kuni BMW is interesting to say the least. As I stated before, the contract does say under Parts Covered under Engine, "All internally lubricated parts" (I included a copy of what the contract states in my last response) and it goes on listing the internally lubricated parts - no seals or gaskets are listed. If you continue reading under Parts Covered, it lists "Seals and Gaskets" and states that ONLY Cylinder Head Gaskets and Intake Manifold Gaskets are covered in and of themselves - ALL, get that, ALL other seals and gaskets are only covered in conjunction with covered repairs. Stem seal failure is NOT as covered repair and is NOT covered by the warranty purchased by Mr [redacted].Also as stated before, under "THIS LIMITED WARRANTY DOES NOT COVER:" #(9) states " Seals and gaskets, except cylinder head gasket and intake manifold gasket." Here, the contract clearly states Seals and Gaskets are not covered. Again under this same section, "THIS LIMITED WARRANTY DOES NOT COVER:" #(22) states "Any other part(s) not listed in this agreement." VALVE STEM SEALS ARE NOT LISTED ANYWHERE IN THE CONTRACT. So, they ARE specifically omitted, not once, but twice (#9 & #22). The only reason I brought up the fact that the warranty has already paid out on claims is to illustrate that the warranty does exactly what is says it will do. And you are correct in the fact that it has no basis on future "COVERED" repairs. So, you can twist things however you would like, but the fact still remains that this repair is not a covered repair per your warranty contract.