I'm not sure what a mechanical engineer has to do with this, but the tech at the shop that called us clearly stated the timing belt broke and caused damage to the engine when it brokeAs I explained, the timing belt is not a covered item and we do not cover the damage to the engine caused by the broken timing beltYour warranty coverage was a month, 3,mile coverage plan which expired on 5-25-There is no refund at this point.The Roadside assistance coverage is for months, 12,milesSo, if you need reimbursement for the flat repair/assist, you will need to send in the invoice/receipt with the mileage at the time of the repair/assist and we will send you a reimbursement checkIf you wait a month like before to send in the information, then it will take a month to get reimbursement
Complaint: [redacted] I am rejecting this response because: I'd like to start by saying my name is ***, not ***It happens a lot, and it's an easy mistake to make, but I would like to be called by my correct name.Most of the items covered in MrS [redacted] 's response I already covered in my initial complaintFor example, I explained that I threatened to file a complaint and I had a short window, and I acknowledged that the time for requesting a cancelation was well pastThere was no need to restate these facts.I did not pester the dealership - I met with Kevin once in person and called him once later that dayI texted Kevin twice the next day, and he texted back onceI have had no contact with him since, and this was at least a month agoI have spoken to Miles, one of the owners of the dealership, three times in my entire life - once when purchasing the vehicle, and twice when I was trying to get them to fax the cancelation formOne of those two times I called him was because Kevin referred me to him, the second time was the next day, and he also was extremely abusive to meI have also texted Miles once in my life, and he texted back onceI view this as very little contact, and I do not agree that it was harrassment and/or pesteringI also do not agree that I ever harassed MrS [redacted] - I have spoken to him three times in my life, and left him two voicemailsTwo of the three times I spoke with him, he called me, I did not call him.My main purpose in reporting these companies is to let other people know about them and how horrible it has been trying to work with themThe dealership will never send the fax, and they are not obligated to - despite it being the right thing to doElite Warranty Incwill never discontinue their abusive customer service and I will be stuck in a contract with them until the time/mileage terms of the agreement have expired 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 questionThe dealer is going to do what he doesI cannot control itI am sorry that you feel you have been dealt with unfairlyHowever, your frustrations are focused in the wrong placeThe warranty company was not involved in your purchase of the vehicleTrue, 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 warrantyI can only assume that you exercised your right to have the vehicle check out by a mechanic prior to making the dealIf you did exercise this right and the mechanic did not find the melted piston issues that existed, I would like to talk with this mechanicDepending 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 claimI you did not exercise the right to have the vehicle mechanically inspected, there is nothing more that I can doI am honoring and enforcing the warranty that states clearly the warranty does not cover problems that existed at the time of purchaseThe 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 eitherThe warranty company in no way was involved in the negotiations or sale of this vehicleYou will need to focus any frustrations you have with the dealer at the dealer and work it out with themWe have had a good working relationship with them in the pastNow, 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 companyThe warranty contract you have clearly does not cover this issue and I cannot speak for the dealer on any responsibility on their part
The customer's Warranty Contract clearly states that the maximum payout on the rear differential is $We paid $for the replacement rear differential on 3/7/and $for the labor to the shop on 3/10/That totals $The rear differential we purchased had a problem and it came with a month parts only warrantyWe shipped a replacement rear differential to the shop, but the maximum pay out of $had already been metSo there was no further money for the labor to replace the rear differential againThe part did not come with a parts and labor warranty - just parts onlyThe rear differential has no further coverage by his Elite Warranty contract
I am sorry Mr [redacted] is upsetThe Cancellation Policy and Transfer Policy are both listed on his contract and have not changed since he purchased the contract.Under the section "Contract Transfer," it states "Upon the sale of the vehicle, this contract may be assigned by the original purchaser to a new purchaser of the Vehicle only after a written request has been submitted and the Vehicle has been inspected at a service facility that has been authorized by the AdministratorA transfer fee of $must be paid to the Administrator in advance of the assignment." Mr [redacted] has not provided any of the the requirements because he traded the vehicle in, to a dealership.Under the section "Cancellation of this contract," it states, "The right to cancel the contract is reserved exclusively for the original contract purchaserThe 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 lossAll notices to cancel must be sent to Administrator only." The contract was purchased 5/16/and is clearly pass the day cancellation periodThe vehicle has not been totaled in an accident nor has it been repossessed, so the pro rata refund does not apply.Thank you, [redacted] Elite Warranty, Inc.General Manager
As explained to the customer, the dealer who sold the contract, [redacted] , at the time of the vehicle purchase has the customer sign the contract and supplies a copy of the contract with the paperwork from the purchase of the vehicle and retains a copy of all the signed paperwork in the customer fileNothing is sent to the customer by the administrator of the warranty contractThe customer is incorrect that we refused to reimburse for the transmission repair because we needed a quoteAll claims must be pre-authorized before any work is done to be covered by the warrantyRepair to the transmission was done in October of The first we were notified by the repair shop that the transmission was repaired was 6-9-No contact was made with the administrator by the customer or the repair shop prior to 6-9-She is correct that the contract states that 'REPAIRS DONE WITHOUT AUTHORIZATION BY ADMINISTRATOR WILL NOT BE COVERED." Even if the repair was an Emergency repair obtained outside of business hours, claims MUST be submitted within days to qualify for reimbursement, not to months laterI'm sorry the customer had repair done without authorization and waited so long to request reimbursementThe administrator requires the pre-authorization in order to verify cause of failure and items that have failedWe also verify parts and labor costs and issue a dollar amount the warranty will pay with the authorization number before any repairs are startedOften we will also send out an inspector to verify the information given by the shopAll of this is impossible to do or months after the repair was done.As for the issue of the steering box repair, the warranty purchased does not cover any repairs to the steering systemIt is good that the customer followed the process for this repair so she knew up front that the repair is not a covered repairThe customer can obtain a copy of the signed contract from the selling dealer, [redacted] or we can send an electronic copy without the signaturesColen S [redacted] , General Manager, Elite Warranty, Inc
I received the complaint from [redacted] concerning the repair to his Ford FAmong other items, his truck has a turbo that has failedThe total Turbo coverage on his contract for repair/replacement of the turbo is $parts and labor over the life of the contractThe GENERAL PROVISIONS of his contract states, "Replacement parts can be of like kind and qualityThey may include new, remanufactured or used parts as determined by Administrator."The truck he purchased used had 261,miles on it at the time of purchase on 12/1/At the time of the repair, 4/7/15, it now has 265,miles on itWe located a "used" turbo from one of our salvaged parts dealers with only 120,miles on it that comes with a month parts only warranty from the parts dealer for $shipped inThis part has 100,miles less than the used truck had on it at the time of purchase and it comes with a warrantyWith the labor to replace the turbo of $the total amount we have authorized for the repair is $leaving $turbo coverage for the remainder of his contract, which is more than years.It was explained to the customer that he may choose to "pay the betterment" and have the shop put a "new" turbo on his vehicle, but the warranty would pay $parts and labor for the repairThe customer chose to have the new turbo from the shop, and we authorized the shop for $So, the customer is responsible for the difference of the cost of the new turboThe customer still has $turbo coverage for future turbo break downs for the remainder of his contract.Thank you for your attention to this matter[redacted] General Manager [redacted] @elitewarrantyinc.com
I am sorry if Mr [redacted] felt that I was calling him out or questioning his honestyI was only trying to show that Elite did not just simply deny his claimIn fact, nothing was denied, the claim is not a covered repairWe explained why it is not a covered repair to the BMW dealer, Mr [redacted] and to his attorneySo, 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 ContractThey have NO say in what is and is not covered by this warrantyTrue they are entitled to their opinion, but it is just that, an opinionThe text that you attached, the letter from Kuni BMW is interesting to say the leastAs 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 listedIf 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 repairsStem 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 coveredAgain 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 CONTRACTSo, they ARE specifically omitted, not once, but twice (#& #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 doAnd you are correct in the fact that it has no basis on future "COVERED" repairsSo, 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
This vehicle has 149K+ miles on itElite Warranty can purchase a quality salvaged with a month parts warranty for $plus $for R&R labor = $that Elite has authorized the shop to do this repairWarranty 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 qualityThey 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 $The customer still has just over $of coverage left for transmission repairs until his contract expiresThe customer may pay the difference in cost to rebuild the transmission if he chooses, but the warranty will not pay more than the $which is what it can be repaired for
Complaint: [redacted] I am rejecting this response because: The mechanic that called you, gave informationThe dealership that I purchased this vehicle from fixed my car due to the warranty company not wanting to cover the timing chainIt took them three weeks to fix it, due to a warranty that would honor anythingWhen I called about the flat tireI was not given the option to send in a receiptI feel that I should be refunded the three month warranty due to the fact I was without my vehicle for three weeks after purchase and only had the car for four days before it broke downFirst volkswagon called and said the engine had blown out, then called the warranty company and stated that it was the timing beltIt was the chain and I was left without a vehicle for three weeksI encountered a hardship due to this and time off of workI paid in cash for this warranty that is never honored or is unavailable due to there hours Sincerely, [redacted]
I'm not sure what a mechanical engineer has to do with this, but the tech at the shop that called us clearly stated the timing belt broke and caused damage to the engine when it brokeAs I explained, the timing belt is not a covered item and we do not cover the damage to the engine caused by the broken timing beltYour warranty coverage was a month, 3,mile coverage plan which expired on 5-25-There is no refund at this point.The Roadside assistance coverage is for months, 12,milesSo, if you need reimbursement for the flat repair/assist, you will need to send in the invoice/receipt with the mileage at the time of the repair/assist and we will send you a reimbursement checkIf you wait a month like before to send in the information, then it will take a month to get reimbursement
Complaint: [redacted] I am rejecting this response because: I possess all documents to back up my complaint Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I'd like to start by saying my name is ***, not ***It happens a lot, and it's an easy mistake to make, but I would like to be called by my correct name.Most of the items covered in MrS [redacted] 's response I already covered in my initial complaintFor example, I explained that I threatened to file a complaint and I had a short window, and I acknowledged that the time for requesting a cancelation was well pastThere was no need to restate these facts.I did not pester the dealership - I met with Kevin once in person and called him once later that dayI texted Kevin twice the next day, and he texted back onceI have had no contact with him since, and this was at least a month agoI have spoken to Miles, one of the owners of the dealership, three times in my entire life - once when purchasing the vehicle, and twice when I was trying to get them to fax the cancelation formOne of those two times I called him was because Kevin referred me to him, the second time was the next day, and he also was extremely abusive to meI have also texted Miles once in my life, and he texted back onceI view this as very little contact, and I do not agree that it was harrassment and/or pesteringI also do not agree that I ever harassed MrS [redacted] - I have spoken to him three times in my life, and left him two voicemailsTwo of the three times I spoke with him, he called me, I did not call him.My main purpose in reporting these companies is to let other people know about them and how horrible it has been trying to work with themThe dealership will never send the fax, and they are not obligated to - despite it being the right thing to doElite Warranty Incwill never discontinue their abusive customer service and I will be stuck in a contract with them until the time/mileage terms of the agreement have expired 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 questionThe dealer is going to do what he doesI cannot control itI am sorry that you feel you have been dealt with unfairlyHowever, your frustrations are focused in the wrong placeThe warranty company was not involved in your purchase of the vehicleTrue, 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 warrantyI can only assume that you exercised your right to have the vehicle check out by a mechanic prior to making the dealIf you did exercise this right and the mechanic did not find the melted piston issues that existed, I would like to talk with this mechanicDepending 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 claimI you did not exercise the right to have the vehicle mechanically inspected, there is nothing more that I can doI am honoring and enforcing the warranty that states clearly the warranty does not cover problems that existed at the time of purchaseThe 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 eitherThe warranty company in no way was involved in the negotiations or sale of this vehicleYou will need to focus any frustrations you have with the dealer at the dealer and work it out with themWe have had a good working relationship with them in the pastNow, 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 companyThe warranty contract you have clearly does not cover this issue and I cannot speak for the dealer on any responsibility on their part
The customer's Warranty Contract clearly states that the maximum payout on the rear differential is $We paid $for the replacement rear differential on 3/7/and $for the labor to the shop on 3/10/That totals $The rear differential we purchased had a problem and it came with a month parts only warrantyWe shipped a replacement rear differential to the shop, but the maximum pay out of $had already been metSo there was no further money for the labor to replace the rear differential againThe part did not come with a parts and labor warranty - just parts onlyThe rear differential has no further coverage by his Elite Warranty contract
I am sorry Mr [redacted] is upsetThe Cancellation Policy and Transfer Policy are both listed on his contract and have not changed since he purchased the contract.Under the section "Contract Transfer," it states "Upon the sale of the vehicle, this contract may be assigned by the original purchaser to a new purchaser of the Vehicle only after a written request has been submitted and the Vehicle has been inspected at a service facility that has been authorized by the AdministratorA transfer fee of $must be paid to the Administrator in advance of the assignment." Mr [redacted] has not provided any of the the requirements because he traded the vehicle in, to a dealership.Under the section "Cancellation of this contract," it states, "The right to cancel the contract is reserved exclusively for the original contract purchaserThe 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 lossAll notices to cancel must be sent to Administrator only." The contract was purchased 5/16/and is clearly pass the day cancellation periodThe vehicle has not been totaled in an accident nor has it been repossessed, so the pro rata refund does not apply.Thank you, [redacted] Elite Warranty, Inc.General Manager
As explained to the customer, the dealer who sold the contract, [redacted] , at the time of the vehicle purchase has the customer sign the contract and supplies a copy of the contract with the paperwork from the purchase of the vehicle and retains a copy of all the signed paperwork in the customer fileNothing is sent to the customer by the administrator of the warranty contractThe customer is incorrect that we refused to reimburse for the transmission repair because we needed a quoteAll claims must be pre-authorized before any work is done to be covered by the warrantyRepair to the transmission was done in October of The first we were notified by the repair shop that the transmission was repaired was 6-9-No contact was made with the administrator by the customer or the repair shop prior to 6-9-She is correct that the contract states that 'REPAIRS DONE WITHOUT AUTHORIZATION BY ADMINISTRATOR WILL NOT BE COVERED." Even if the repair was an Emergency repair obtained outside of business hours, claims MUST be submitted within days to qualify for reimbursement, not to months laterI'm sorry the customer had repair done without authorization and waited so long to request reimbursementThe administrator requires the pre-authorization in order to verify cause of failure and items that have failedWe also verify parts and labor costs and issue a dollar amount the warranty will pay with the authorization number before any repairs are startedOften we will also send out an inspector to verify the information given by the shopAll of this is impossible to do or months after the repair was done.As for the issue of the steering box repair, the warranty purchased does not cover any repairs to the steering systemIt is good that the customer followed the process for this repair so she knew up front that the repair is not a covered repairThe customer can obtain a copy of the signed contract from the selling dealer, [redacted] or we can send an electronic copy without the signaturesColen S [redacted] , General Manager, Elite Warranty, Inc
I received the complaint from [redacted] concerning the repair to his Ford FAmong other items, his truck has a turbo that has failedThe total Turbo coverage on his contract for repair/replacement of the turbo is $parts and labor over the life of the contractThe GENERAL PROVISIONS of his contract states, "Replacement parts can be of like kind and qualityThey may include new, remanufactured or used parts as determined by Administrator."The truck he purchased used had 261,miles on it at the time of purchase on 12/1/At the time of the repair, 4/7/15, it now has 265,miles on itWe located a "used" turbo from one of our salvaged parts dealers with only 120,miles on it that comes with a month parts only warranty from the parts dealer for $shipped inThis part has 100,miles less than the used truck had on it at the time of purchase and it comes with a warrantyWith the labor to replace the turbo of $the total amount we have authorized for the repair is $leaving $turbo coverage for the remainder of his contract, which is more than years.It was explained to the customer that he may choose to "pay the betterment" and have the shop put a "new" turbo on his vehicle, but the warranty would pay $parts and labor for the repairThe customer chose to have the new turbo from the shop, and we authorized the shop for $So, the customer is responsible for the difference of the cost of the new turboThe customer still has $turbo coverage for future turbo break downs for the remainder of his contract.Thank you for your attention to this matter[redacted] General Manager [redacted] @elitewarrantyinc.com
I am sorry if Mr [redacted] felt that I was calling him out or questioning his honestyI was only trying to show that Elite did not just simply deny his claimIn fact, nothing was denied, the claim is not a covered repairWe explained why it is not a covered repair to the BMW dealer, Mr [redacted] and to his attorneySo, 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 ContractThey have NO say in what is and is not covered by this warrantyTrue they are entitled to their opinion, but it is just that, an opinionThe text that you attached, the letter from Kuni BMW is interesting to say the leastAs 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 listedIf 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 repairsStem 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 coveredAgain 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 CONTRACTSo, they ARE specifically omitted, not once, but twice (#& #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 doAnd you are correct in the fact that it has no basis on future "COVERED" repairsSo, 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
This vehicle has 149K+ miles on itElite Warranty can purchase a quality salvaged with a month parts warranty for $plus $for R&R labor = $that Elite has authorized the shop to do this repairWarranty 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 qualityThey 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 $The customer still has just over $of coverage left for transmission repairs until his contract expiresThe customer may pay the difference in cost to rebuild the transmission if he chooses, but the warranty will not pay more than the $which is what it can be repaired for
Complaint: [redacted] I am rejecting this response because: The mechanic that called you, gave informationThe dealership that I purchased this vehicle from fixed my car due to the warranty company not wanting to cover the timing chainIt took them three weeks to fix it, due to a warranty that would honor anythingWhen I called about the flat tireI was not given the option to send in a receiptI feel that I should be refunded the three month warranty due to the fact I was without my vehicle for three weeks after purchase and only had the car for four days before it broke downFirst volkswagon called and said the engine had blown out, then called the warranty company and stated that it was the timing beltIt was the chain and I was left without a vehicle for three weeksI encountered a hardship due to this and time off of workI paid in cash for this warranty that is never honored or is unavailable due to there hours Sincerely, [redacted]