Exxon Mobil

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem and
the contract details associated. GWC
warranty has approved goodwill coverage towards the unauthorized...

repairs in
question on June 19, 2015. The customer will be issued a reimbursement check
totaling $382.50 towards the repairs.
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
[redacted]  
ext.   [redacted]

[redacted]
 [redacted]
[redacted]
[redacted]
[redacted] Now we are going back to the beginning, as I said in the beginning, I was told that there was no service contract was added as I requested 4 times, I did not want a service contract, in the past when I purchase vehicles and added service contracts, I realize what a rip off there were because you had to fight for any kind of repair to be paid for. I told the finance manager that I did not want a service contract and he agreed. So explain to me now, you said last week that you could not find a service contract, and when I first looked for the application, I made note that the application for a service contract was not signed, it was not signed because I did not request a service contract, and now a week later you found the service contract and now it is not refundable. This sounds like you are involve with the scam. Why should I have to pay for something I did not request and why have I not received any type of paperwork from you saying that I have a service contract, it has been almost 10 weeks? Lastly, I did not purchase the vehicle from [redacted] so why did you say I did, have you even investigated? I purchase the vehicle from [redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem and
the claim details associated. GWC Warranty had based the claim coverage in
question on new aftermarket parts,...

not used components. However, used
components are acceptable per the terms of the vehicle service contract. The
vehicle service contract does address this specifically as follows;
4. PARTS: Replacement of Covered Components may
be made with parts of like, kind, or quality and may be new, remanufactured,
rebuilt, exchanged, or serviceable used components as are customarily used in
the automobile industry and approved by the Administrator.
 
With regards to a refund of the contract, the service
contract does address that specifically as follows;
13. CANCELLATION(S) AND REFUND(S):
• You can cancel this Contract if
Your
Vehicle is declared a total loss by the insurance
company insuring Your
Vehicle, or the Vehicle is
validly repossessed by the Lien Holder. All cancellation requests must be
processed through the Selling
Dealer. If the Selling Dealer has
gone out of business, You
can submit your cancellation request directly to Us. In the event of a cancellation, the Lien Holder, if
any, will be named on the cancellation check as their interest may appear.
 
If the above conditions for cancellation are met, the
customer is urged to contact their selling dealer to submit a cancellation
request.
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
###-###-####  
ext.   [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the car was just taking if for a oil change  which when at the garage all the fluids were checked and we were told that the fluids were good . I also feel that we should have the car checked out by a differant garage. i'm not the first person who they denied the coverage and to pay for  the repairs . If I need  I will get an attorney and I will find as many people as I can to get a class action suit against GWC because they are a fraud
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the customer’s statement of the problem and the contract details associated. The customer has a specific component coverage contract with GWC Warranty. The level of...

coverage selected by the customer does not list the “Battery” or “Turbocharger Solenoid” in the Component Coverage section. Only Components specifically listed in that section would be eligible for coverage through GWC Warranty.
I have attached a copy of the contract application for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department [redacted] ext. [redacted]

Reference: Complaint # [redacted] – [redacted] – Rejection response I have reviewed the customer’s response and requests. As stated in prior correspondence, the customer will need to approve diagnosis to the repair shop to identify what components have experienced a mechanical breakdown. GWC Warranty can then determine the parts and labor coverage amounts on any covered failures in accordance with the terms of the vehicle service contract. I have also tried to contact the customer by phone to discuss these concerns, but there was no answer. The voicemail box was also full, and would not permit me to leave a message. I have attached a copy of the vehicle service contact with the prior response. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department ###-###-####   ext.   158

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem and
the contract details associated. GWC Warranty has been in contact with the
customer and are processing a...

repair claim for engine replacement.
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
###-###-####  
ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the claim that was called in for a fuel pressure release valve, fuel injectors, break switch, transmission converter seal and an alternator. The alternator was the only...

item covered under the warranty. [redacted] has a Powertrain Plus contract, only the item specifically listed under the Powertrain Plus section are covered. I have attached a copy of the contract to view. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John W[redacted] Litigation & Escalation Manager ###-###-####   ext.   [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Labor to replace the condenser was $ 207.90.  Warranty reimbursed me the $ 69.30 but didn't reimburse me the labor of $ 138.60.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
There are several components missing in the Alldata's labor guide in reference to what actually needs to be removed and taken apart to fix the diagnosed issue. The problem is, if I approve the teardown for diagnosis the warranty company has decided not to cover the labor in which mainly includes the teardown and the building up after fixing the failed components. The way the engine is designed, certain parts need to be removed in order to fix the issue and the engine will need to be removed in order to get to these parts. I just would like for GWC to meet the autoshop's data, or any autoshop for that matter, with in terms of labor. The autoshop is using the standard labor guide provided by the [redacted] manufacture for fixing the car. Although this is a aftermarket warranty, the standard method to fix the car does not change. I asked GWC to provide me with local shops in the area that would comply and use Alldata's labor guide and their suggested labor times. The shops they have provided stated it would take the same amount of labor and time, which they are not covering, to fix the issue. I am perfectly fine with taking the car to be repaired at an GWC approved autoshop or any shop that uses GWC's suggested Alldata labor guide. Currently, I have been unable to find any local and surrounding shop where the labor meets what the third party adjuster and GWC claims in Alldata labor guide. My conclusion for this is that the data being used by GWC is incorrect, although it may be up to date its obviously not showing critical pieces in the procedure to fix the issue. If you can find me a shop in the area that agrees and will fix the issue using your suggested labor and time I am fine with going to that shop for repairs, that has yet to be done. Customer service has been rude and unable to justify their claims. I have asked for the report to compare to other labor guides, it hasn't been provided. I asked for a call from a Manager, which they promised would happen, that has not happened.
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the customer’s statement of the problem and the claim details associated. GWC Warranty had requested maintenance documentation for oil change records for the...

customer’s vehicle. The customer did provide insufficient documentation of oil change records for the time and mileage they have owned the vehicle. Furthermore, the documents provided show that the repair dates do not correspond with the invoice numbers. The invoices show the newest invoice number with the oldest repair date, indicating they may be falsified documents. I have the documents attached for review if needed.
The vehicle service contract does address the customer’s responsibility to maintain and document vehicle maintenance as follows;
11. YOUR OBLIGATIONS: In addition to the other provisions of this Contract, and, in order to receive Coverage and benefits under the Terms & Conditions of this Contract, You must:
• At Your expense, maintain the Vehicle according to the vehicle manufacturer’s specifications including, but not limited to, scheduled oil changes, transmission fluid changes, differential fluid changes, fluid level checks and refilling when required, and lubrication of the steering components and suspension.
• Acknowledge that, prior to authorizing any repairs for a Mechanical Breakdown of a Covered Component, We reserve the right to require proof of routine scheduled maintenance as outlined above.
At this point, the customer would need to authorize further engine diagnosis to determine the cause of the failure and extent of damage for any coverage consideration.
I have attached a copy of the contract application for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department
###-###-####

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty has approved, and paid, a Turbocharger replacement claim in accordance with...

the service contract terms totaling $2425.00. The Fuel Injectors are not listed for coverage in the Component Coverage section of this service contract. Only items specifically listed in that section are eligible for coverage. The customer can submit for a cancellation and pro rata refund of the service contract cost. The service contract addresses this specifically as follows; • If this Contract is canceled within the first sixty (60) days for New Vehicles or the first thirty (30) days for Used Vehicles (those vehicles without manufacturer warranties), We will refund the entire Contract purchase price if no claims have been filed. If a claim has been filed, You will receive a portion of the Contract purchase price. We shall issue a pro rata refund of the Contract purchase price based on the lesser of the remaining time or mileage on the Contract. If this Contract is canceled after the first sixty (60) days for New Vehicles or the first thirty (30) days for Used Vehicles, You will receive a portion of the Contract purchase price. We shall issue a pro rata refund of the Contract purchase price based on the lesser of the remaining time or mileage on the Contract, less a service charge of ten percent (10%) of the Contract purchase price or twenty-five dollars ($25), whichever is less. In the event of cancellation, the Lien Holder, if any, will be named on a cancellation refund check as their interest may appear. If no Lien Holder was used to purchase the vehicle service contract, You will receive the refund check per the terms outlined above. All cancellation requests can be submitted through the Selling Dealer, the Lien Holder, or Us, and will be processed by GWC. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department [redacted]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty has approved the repair claim in question in accordance with the terms of...

the vehicle service contract regarding parts and labor coverage. GWC has approved a total repair of $1787.21 based on the verified failures to the engine. The repair shop is recommending other repairs to the customer that was not verified as failed during the claim and inspection process. The customer would be responsible for any repair shop recommendations where a failure has not occurred. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department ###-###-####   ext.   158

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
GWC is carelessly denying claims, without understanding repair instance, thus practicing malicious denials without any concern.I have terminated my contract after submitting this complaint, because to their ease in denying, more than likely many claims, even though they are originally valid.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I never found that they state that have to be 8 hours to get the rental from brochure when I was buying this warranty and of course that come to 5.8 hours because they only paid $1100 of $1500 bill. If it only 5.8 hours why I have to rent the car for 2 weeks.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The dealer is still working to gather the details of the contract to forward to GWC Warranty. I am requesting a 10 hold on this case to render time for paperwork to be transmitted. I definitely thank John for working with me on this matter. We are near the finish line on this open claim.
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the claim details associated with this concern. We had a claim called in on 6/9/17 for timing chains and tensioners, we...

inspected the vehicle and verified there was a noise coming from the timing chain area. On 6/14/17 we had asked for maintenance records which we received on 6/26/17. The shop then tore down the engine and verified that was all that was needed and we approved the repair on 6/27/17 at 9:26am.   If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John Washeleski Litigation & Escalation Manager 800.482.7357   ext.   6214

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the contract for [redacted] and see this was cancelled on 10/23/17 and the refund was sent back to the selling dealer [redacted] will need to go...

back to [redacted] to obtain his refund. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John W[redacted] Litigation & Escalation Manager ###-###-####   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. The customer did have repair work completed prior to contacting GWC Warranty. Repair work...

completed without the issuance of a claim authorization would not be eligible for coverage. The service contract addresses this type of issue specifically as follows; 3. COVERAGE: We agree to repair, replace, or reimburse You the cost of repairing or replacing a Covered Component on the Vehicle as a result of a Mechanical Breakdown arising out of the normal use of Your Vehicle, less Your Deductible, provided that We have given prior authorization before repairs begin. 9. EXCLUSIONS (WHAT IS NOT COVERED): This Contract provides no benefits and GWC has no obligation under the Terms & Conditions set forth for what is not covered herein listed below. • Repairs without Administrator’s prior authorization and issuance of a claim authorization number GWC Warranty would have no obligation towards the costs associated with these unauthorized repairs. I have attached a copy of the contract application for your review also. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Supervisor [redacted]   ext.   [redacted]