GWC Warranty Corporation Reviews (111)
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GWC Warranty Corporation Rating
Description: Auto Warranty Processing Service
Address: Showroom Level 40 Coal Street, Wilkes Barre, Pennsylvania, United States, 18702
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Repair shop give them more than enough information to repair the car but they kept asking to keep opening the motor and increasing the bill and they don't want to cover the car I asked them to get further assistance from the claim department didn't hear back any thing from manager very stressful very unprofessional when you going to buy the warranty they tell oh the car going to cover 1 miles and 1 day of purchase and real world story they won't cover anything and increase the repair shop bill for no reason I am happy to talk to their management or claims depth supervisor 631 948 7029
[email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As stated in my original complaint.GWC did not answer questions one thru fourNow I have question and I went back to the mechanic and discussed the Inspectors findings and he said there was no signs of lack of lubrication issues to the working parts of the turbo.The minute oil drip from the EXTERNAL drain tube did not contribute to the damage of the turboHe stated that there would have been a lot more internal damage and the engine would not start and the computer codes would have shown lack of pressureThe statements below are from the "Inspection findings "by the inspector which contradicts why the turbo has failed Wayne the shop CERTIFIED technician ,that GWC recommended me to ,who worked on my truck stated that the EXTERNAL oil drip did not contribute to the turbo failure and the following are contradictions to the inspectors statement of "LACK OF LUBE"causing the turbo damage The inspector inspected the internal oil feed hole and screen and stated no metal or contamination foundThis proves that there was proper oil through out the turbo and not "LACK OF LUBE" The inspector stated there were no signs of"VARNISHING OR SLUDGING" found to the turboVarnishing by definition is a buildup of oil ,usually caused by excessive heat ,which decreases the flow of oil to cool and lubricateSigns of overheating would have been noted by the inspectorThe inspector states there are NO signs of overheat or oil coolant intermixOverheating is caused by lack of lubrication Signs of metal shavings or glazed bearings would have been obviously noted by the inspector if turbo had "LACK OF LUBE ".in which the inspector stated NO METAL OR CONTAMINATION FOUNDThe inspector states that he "verified some ABside to side play just under 1/inch impeller not touching housingVerified when spinning impeller by hand impeller is binding up" ABside to side play can mean faulty material and workmanship and does not mean " "LACK OF LUBE" Your company states SEALS AND GASKETS: Cylinder head gaskets and intake manifold gaskets are coveredAll other seals and gaskets are covered as a result of a covered repair The COVERED REPAIR that I payed a premium for was the separate line item on the front page "TURBO" The "EXTERNAL oil drip" was a separate symptom of the Turbo mechanical breakdown ........The ABPLAY NOTICED BY THE INSPECTOR was not caused by the general statement : Lack of Lube It seems that no matter what happens to the turbo you have an answer why you don't cover itIf the inspector noticed Abplay .Why wasn't the turbo further broken down and inspected for material and workmanship flawsSo I ask what do you cover on the turbo? I have never experienced a company that is accredited by the Revdex.com with an A + standing and be treated like thisCustomer Care and Coverage is not one of your attributes that you advertiseYou advertise and portray a no worry just drive Ora very wellThis would be a great time and opportunity to make a good faith effort to resolve an issue in the eyes of your consumers and show them that you are willing to live up to that reputationCUSTOMER!!!!!' [redacted] Not policy number number [redacted] Regards, [redacted] ***
Reference: Complaint # [redacted] – [redacted] * [redacted] Thank you for contacting GWC warranty in response to this concern GWC warranty has agreed on a settlement and issued a refund check to the customer on February If you have any questions at all, please do not hesitate to contact me again GWC Warranty Corporation [redacted] Claims Department
[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:
As stated in my original complaint.GWC did not answer questions one thru four. Now I have question 5 and 6.
I went back to the mechanic and discussed the Inspectors findings and he said there was no signs of lack of lubrication issues to the working parts of the turbo.The minute oil drip from the EXTERNAL drain tube did not contribute to the damage of the turbo. He stated that there would have been a lot more internal damage and the engine would not start and the computer codes would have shown lack of pressure.
The statements below are from the "Inspection findings "by the inspector which contradicts why the turbo has failed.
Wayne the shop CERTIFIED technician ,that GWC recommended me to ,who worked on my truck stated that the EXTERNAL oil drip did not contribute to the turbo failure and the following are contradictions to the inspectors statement of "LACK OF LUBE"causing the turbo damage.
1 The inspector inspected the internal oil feed hole and screen and stated no metal or contamination found. This proves that there was proper oil through out the turbo and not "LACK OF LUBE"
2. The inspector stated there were no signs of"VARNISHING OR SLUDGING" found to the turbo. Varnishing by definition is a buildup of oil ,usually caused by excessive heat ,which decreases the flow of oil to cool and lubricate. Signs of overheating would have been noted by the inspector.
3 The inspector states there are NO signs of overheat or oil coolant intermix. Overheating is caused by lack of lubrication . Signs of metal shavings or glazed bearings would have been obviously noted by the inspector if turbo had "LACK OF LUBE ".in which the inspector stated NO METAL OR CONTAMINATION FOUND.
4 The inspector states that he "verified some ABNORMAL side to side play just under 1/16 inch impeller not touching housing. Verified when spinning impeller by hand impeller is binding up"
ABNORMAL side to side play can mean faulty material and workmanship and does not mean " "LACK OF LUBE"
Your company states SEALS AND GASKETS: Cylinder head gaskets and intake manifold gaskets are covered. All other seals and gaskets are covered as a result of a covered repair
The COVERED REPAIR that I payed a premium for was the separate line item on the front page "TURBO"
The "EXTERNAL oil drip" was a separate symptom of the Turbo mechanical breakdown ........The ABNORMAL PLAY NOTICED BY THE INSPECTOR was not caused by the general statement : Lack of Lube.
It seems that no matter what happens to the turbo you have an answer why you don't cover it.
5 If the inspector noticed Abnormal play .Why wasn't the turbo further broken down and inspected for material and workmanship flaws.
6 So I ask what do you cover on the turbo?
I have never experienced a company that is accredited by the Revdex.com with an A + standing and be treated like this. Customer Care and Coverage is not one of your attributes that you advertise. You advertise and portray a no worry just drive Ora very well. This would be a great time and opportunity to make a good faith effort to resolve an issue in the eyes of your consumers and show them that you are willing to live up to that reputation.
CUSTOMER!!!!!'[redacted]
Not policy number number [redacted]
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:Please see the attached photo. It is a copy of my contract application ,please note the big X next to single turbo charger/supercharger denoting that I paid a mandatory surcharge in order to cover the turbo. The Mechanical Breakdown that occurred to the turbo as stated on the inspection report is as follows"VERIFIED WHEN SPINNING IMPELLER BY HAND IS BINDING UP".This mechanical breakdown was caused by defects in material and workmanship.Please reimburse me for the coverage that I paid for!
Regards,
[redacted]
Reference: Complaint # [redacted] – [redacted]. [redacted]
Thank you for contacting...
GWC warranty in response to this concern.
GWC warranty has agreed on a settlement and issued a refund check to the customer on February 12 2014.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
[redacted]
Claims Department
Review: I purchased the attached vehicle warranty contract from GWC Warranty Corporation on June 30, 2012. The warranty contract explicitly covers “cylinder heads; exhaust values; intake valves; valve springs & retainers…” In the warranty contract GWC explicitly agrees “to repair, replace or reimburse [me] the cost of repairing or replacing a Covered Component on the Vehicle…” On June 18, 2013 I brought my vehicle to Mercedes-Benz of [redacted] in [redacted], North Carolina due to a check engine light. Upon inspection, it was determined that the exhaust valve on cylinder 5 failed. The failed valve would not seat properly, which caused cylinder 5 to misfire. The misfiring resulted in carbon build-up and scoring of the cylinder head. All of the affected components needed to be replaced. Pursuant to the contract, Mercedes-Benz contacted GWC for authorization to perform the repair work. An adjustor for GWC went to Mercedes-Benz of [redacted] and physically inspected the damaged compentents. On July 29, 2013, GWC denied the claim for repair work. GWC’s denial of the claim is in violation of the warranty contract.Desired Settlement: I request GWC honor the contract and reimburse me for the full costs of the repair.
Business
Response:
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 has agreed to authorize $4,614.00 towards the
needed engine repairs. GWC warranty provided authorization to the repair
facility for that amount.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Review: GWC denied a covered repair of a "NON Wear and Tear" item due to part nomenclature/naming of dealer part. The headlamp "regulator" on my [redacted] has stopped working. I spoke with the dealer and was told that this is a switch that enables automation operation of my headlamps. And, because the dealer part is listed as a regulator/controller module and not a "Switch" the repair is not covered. Huh? This is my second warranty repair request and it seems that their business practice is to deny all claims first, then only after several complaints and things consuming phone calls will they honor their contact.Desired Settlement: I would either like my vehicle repaired according to the contract or refund.
Business
Response:
Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
GWC warranty did resolve this concern directly with the
claimant.
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
Review: This Warranty Company isn't doing anything but arguing with its holders and the mechanics that try to get there jobs done right the first time. We had transmission trouble. We have a deductible of $100
with full coverage on the transmission. We had to have it replaced total cost $2103.59 the warranty company wanted to put in one that had over 200k miles on it and our pickup only has 77k miles on it that is where this got ugly. They did pay $1066.00 from that but then we had more trouble this time the torque converter want out. They did the same again and paid nothing after all that arguing. So that bill was another$1142.94 So out of our pockets we paid a total of $2180.53 for thing that the Warranty Company should have taken care of. If you need To contact our Mechanic here is there information [redacted] Pa ###-###-####Desired Settlement: Make this right so someone else won't have any problems in the future because our mechanic always has trouble with them
Business
Response:
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 approved and paid for a transmission replacement for this contract
holder on 5/21/14. That repair came with a 12 month 12,000 mile warranty on the
transmission.
The repair shop contacted GWC warranty again on 7/1/14 in
regards to a transmission failure to the torque converter. GWC warranty had
advised the repair shop and customer of the pending 12 month 12,000 mile
warranty on the transmission through the repair facility.
GWC warranty would refer the customer to contact the repair
shop in regards to the pending repair warranty on the transmission.
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
Review: In November 2013 I purchased a comprehensive warranty from GWC for our GMC [redacted].
Today, the Transmission control module failed, and the car is not driveable.
Although this is part of the transmission, (which is covered) according to GWC this part in-particular is not covered and will cost me about $1,000.Desired Settlement: Either cover the cost of the transmission control module (approximately $1,000), or refund the money paid for the warranty.
Business
Response:
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. The vehicle service contract has a specific
component coverage list. The transmission control module is not listed for
coverage on the customer’s vehicle service contract.
In regards to cancellation and refund, the service contract
addresses that specifically as follows;
13.
CANCELLATION(S) AND REFUND(S):
•
Only in the event that the Vehicle
is
declared a total loss by the insurance company insuring the Vehicle, or the Vehicle is validly
repossessed by the Contract
Holder’s lender, will We and the Selling Dealer refund a pro rata portion of the Contract purchase price. We
shall
issue a pro rata refund of the amount received by Us from the Selling
Dealer based on the lesser of the remaining time or mileage on this Contract, deducting any claims paid or approved for payment by Us and a fifty dollar ($50.00) service charge. All cancellations must
be processed through the Selling
Dealer or Your Lien
Holder.
If any of these conditions apply, the claimant is encouraged
to submit a request for cancellation through the selling dealer or lien holder of
the vehicle and service contract.
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
Consumer
Response:
[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]
Review: [redacted]
I am rejecting this response because:The denial of such claims is based on a subjective interpretation of the contract. A vehicle is a complex machine and there are many components. Obviously, there will be components that are "not listed." The reason this type of warranty exists is to mitigate the cost of major repairs such as this.
Review: I purchased my 2006 [redacted] from a local dealer on 8/8/2013 with beginning mileage of 116,872 miles. Since the purchase date, I have had my truck to the local [redacted] dealer 3 times for repairs to the glow plugs and wire harness, 4x4 hub and most recently, 4x4 transfer motor and vacuum leaks to the 4x4 system. Each time GWC was contacted and all claims were denied. It wasn’t until the most recent claim; I was made aware that this is a “stated coverage” warranty. This information was NOT disclosed at the time of purchase and the GWC flyer/brochure given to me by the dealer does not mention this. I feel like this is a take your money coverage but don’t cover anything warranty. There always seems to be an excuse. I did find where the glow plugs are excluded, but the remaining claims I am puzzled with.Desired Settlement: I would like for GWC to provide coverage for this most recent repair or provide me with a full refund of the contact purchase amount $1950. Had I known that this is a stated coverage warranty, I would not have purchased this. It was portrayed to me at the time of purchased that this is a great warranty and will coverage any repairs needed.
Business
Response:
Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
The customer does have a stated component coverage vehicle
service contract. The claims reported prior were for components not named
specifically in the coverage section of their contract. The customer did sign
the contract application acknowledging acceptance of the terms and conditions
of the contract.
In regards to a refund of the contract price, the vehicle service
contract addresses this specifically as follows;
13. CANCELLATION(S) AND REFUND(S):
•
Only in the event that the Vehicle
is
declared a total loss by the insurance company insuring the Vehicle, or the Vehicle is validly
repossessed by the Contract
Holder’s lender, will We and the Selling Dealer refund a pro rata portion of the Contract purchase price. We
shall
issue a pro rata refund of the amount received by Us from the Selling
Dealer based on the lesser of the remaining time or mileage on this Contract, deducting any claims paid or approved for payment by Us and a fifty dollar ($50.00) service charge. All cancellations must
be processed through the Selling
Dealer or Your Lien
Holder.
The customer is urged to contact the selling dealer or lien
holder in regards to a cancellation request if the conditions for cancellation
are met.
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
Claims
Department
Review: We, [redacted], provided a warranty written by GWC Warranty to a customer when she purchased a vehicle from us. The customer ended up having problems with the vehicle within the warranty timeframe and the vehicle was taking to a shop for repair. Upon further inspection the mechanic determined that the oil pump had gone bad which caused the engine to lock up/fail. An inspector that was sent out by GWC Warranty had the mechanic pull the oil pan which had "excessive amounts of sludge", claims the inspector, and the warranty claim was DENIED. We contacted the mechanic who evaluated the vehicle and was told that there is NO WAY for anyone to know an engine has "excessive amounts of sludge" without pulling the oil pan and inspecting it. No where in the dealer agreement between GWC Warranty and us, [redacted], does it state we must take apart engine components and inspect them prior to providing a warranty to a customer.Desired Settlement: We would like the vehicle to be repaired under warranty paid by GMC Warranty company.
Business
Response:
Reference: Complaint # [redacted] – [redacted]- Auto Direct
Wholesale Center
Thank you for contacting GWC warranty in response to this
concern
A claim for engine repair was initiated with our office
after 219-miles from vehicle sale. The repair facility claimed that the engine
had internal noise and lack of oil pressure. GWC warranty immediately
dispatched an independent expert to examine the engine and verify the claim.
The expert verified the issue and determined that the engine failure was
directly related to a buildup of contamination in the form of “sludge”. This
sludge restricted the oil flow of the engine resulting in its failure. (Please
see attached pictures of the subject engine)
The service contract specifically excludes coverage for this
condition and provides no benefits for components that fail as the result of
contaminated oils/fluids. Specifically, the contract provides for the
following:
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.
• Any
Mechanical Breakdown caused by contamination of or lack of proper levels of
fuel, coolants, lubricants, or fluids. This includes fluid leaks. Contamination
means unintended presence or introduction of contaminants.
Since the failure is specifically excluded, GWC informed the
claimant that no benefits are available and the claim was denied.
I trust that this responds to your inquiry. If you have any
questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
Review: In 2012 I purchased a 2001 Ford f-150 and purchased an extended warranty for the truck. In late August 2013, the timing chain went out on the truck. The warranty covers this part. An inspector looked at the engine and said there was sludge in the oil and it was dirty so they will not honor the warranty. The truck is 12 years old. There is going to be sludge in the engine, its natural to have it. I was due for an oil change in approximately 400 to 500 miles and recently had driven to Kentucky and Tennessee at the beginning of August. It is obvious that the truck is well taken care of. It is very clean inside and out.Desired Settlement: Either honor the warranty and have the vehicle repaired or refund me the original cost of the warranty.
Business
Response:
Reference: Complaint # [redacted] – [redacted]
I have reviewed the customer’s statement of the problem and
the claim and inspection reports associated.
The vehicle was brought into the repair shop for an engine
noise. GWC warranty had a mechanical inspection completed to verify the
failure. The inspection report had shown oil sludge contamination causing the
timing chain tensioner to bind and caused chain wear and clatter. The vehicle
service contract specifically excludes failures due to contamination as follows;
9. EXCLUSIONS — WHAT IS NOT COVERED: This
Contract provides no benefits and NADN has no obligation under the Terms &
Conditions set forth for what is not covered herein listed below.
I have a 2008 gmc sierra with 99k miles which developed a rod knock, took my vehicle to the dealer and had them start a claim with this company for the repairs. Their inspector of the insurance company claimed the rod bearing failure was due to running low on oil or lack of oil. which was untrue due to the fact that I keep up on any maintenance because this is my first newer vehicle at the age of 31. From this false diagnosis the warranty company is not covering the repair costs, now and I am stuck still paying for a useless warranty and the cost of a new engine! BEWARE just because you pay for a warranty does not mean you will get coverage! I would like to know if the inspectors get any incentives for denying expensive claims? I payed the dealer to remove the rod bearing next to the failed one, which still looked in great shape with 99k miles. this is not a case of oil starvation, but more of a failed component which they don't want to pay out on! I am disgusted with companies that take advantage of the average consumer like this case! Hope this sheds light on anyone thinking of pursuing after market insurance. Good day
Review: I have a warranty with GWC. Here is the link for their pamphlet on what they cover. [redacted] If you look in electrical you show that ignition coils are covered. My coverage is all the way up to comprehensive which covers almost everything. I have paperwork showing that 6 out of 8 of my ignition coils are misfiring. GWC sent out an inspector and he advised that a compression test was needed to determine ignition coil malfunction. [redacted] is my service advisor also previous technician and he told me that a compression test wouldnt determine that. I went home and did research on my own. Google states that a compression test is.............A compression test is a good general test that will give you an idea of the engine's overall health but it does not give specific information on what the problem is should there be one. Clearly this doesnt show specifics and that the warranty company is trying to deter me from having the service rendered. A compression test takes 3 hours of labor and that would have to be done out of my pocket. I understand my car is very expensive to maintain but ive been paying my warranty on time every month and I signed a contract which GWC who is not upholding. My service advisors information is [redacted] and you can reach him at ###-###-#### and he works for [redacted] which is a huge dealership with one in [redacted] and [redacted] county. They also state they are going to cover rental for over 8 hours of work and my car has been in the shop for over 2 weeks and are refusing to cover the rental. Please help me. I have tried speaking to them and they wont help.Desired Settlement: I am not looking for any type of apology or compensation. I would just like for my car to be fixed. Ive been paying for a rental for the last two week out of my own pocket which GWC is suppose to cover and I would like that covered as well. Thank you
Business
Response:
Reference: Complaint # [redacted] – [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.
The ignition coils were not able to be verified as failed
upon an independent inspection of the vehicle.
We had informed the shop further diagnosis would need to be performed to
verify the failure to the 6 ignition coils. The repair shop would need to contact
GWC warranty with the findings to determine any additional coverage.
GWC warranty did approve $ 2183.66 in repairs on the
verified failures on this claim.
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
Claims
Department
Consumer
Response:
[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]
Review: [redacted]
I am rejecting this response because: I have attached the paperwork that the shop gave to me in regards to the misfires showing specifically cylinder 3, 5, 7, 6, 8, and 4. Realistically you are suppose to change all ignition coils when doing this but its clearly showing which coils are bad and you guys arent even honoring the 6 that arent functioning right. You brought up that you guys have approved $2183 dollars which has no reason to be brought up. You are a warranty company and you are suppose to cover what is stated in your brochure so whether it is 100 or 10000 the amount of approval you have given has nothing to do with what we are discussing now. You bring up the money factor because now you guys are losing money verses gaining. I would like my 6 coils covered and I would like my rental which I just returned it back and I received a bill for 800 due to my car being in the shop for two weeks because of the time you guys took to send parts, inspectors and time of approval. Clearly my car was worked on for over 8 hours so please approve my rental for 5 days like you guys stated you would.
Regards,
Business
Response:
Reference: Complaint # [redacted] – [redacted]. [redacted] –
Rejection response
I have reviewed the rejection details submitted by the
customer.
As stated in prior correspondence, the ignition coils were
not able to be verified as failed upon an independent inspection of the
vehicle. There are many factors that may
lead to combustion misfires and the proper diagnostic path would need to be
followed to determine the cause of the failure.
In regards to the rental request, the customer would need to
contact GWC customer service to obtain the rental authorization number for
reimbursement.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Claims
Department
Review: Took in our [redacted] for a new radiator.Dealer called back and said that they were the worst warrantie company they had ever worked with.
[redacted] labor rate was $123 GWC only pays $65 for a labor rate but raised to $75 as a favor I was told. Called 6 different shops the lowest rate I found was $103. The only option I was given was a transmission shop they have a contract with. Or have our car towed over 50 miles away to another shop but they only cover 10 miles of a tow.
Talked to a supervisor [redacted] said nothing he could do, asked to speak with his supervisor he said no and if I asked again he would end the call. I also said I was going to report them to the Revdex.com he said if that is what is what I would like to do thats fine but they all go to him so I would be getting a call back form him if I did report this to the Revdex.com.
I asked for his supervisor again he hung up on me.Desired Settlement: I would just like to be paid back for a labor rate. The rate qotes I recived ranged from $103- $136 a labor hour. The shop we took it to was $120 we are out of pocket $275 for the difference that is what I would like back.
Business
Response:
Reference: Complaint # [redacted] – [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 did approve the repair claim in question in
accordance with the terms of the vehicle service contract. The vehicle service
contract addresses labor coverage specifically as follows;
5. LABOR: Labor charges shall be based on
the current ALLDATA Labor Guide and hourly rates shall
be within accepted industry standards.
GWC
warranty did provide shop referrals to the customer of repair shops in the
local area that could complete 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
Claims
Department
Review: I have had a Premium Protection Plan Warranty on my vehicle with GWC Warranty since July of 2012. In January of 2014, my vehicle needed an O2 Censor replaced as it had failed. At the time that the failure occurred, I consulted my vehicle’s owner's manual which indicated that I needed to take the car to an authorized dealer immediately as the check engine light was on and the cause at that time was not yet determined. This was a spur of the moment situation and I immediately took my car to an authorized dealer to be diagnosed/repaired.
My warranty clearly states that O2 Censors are covered under my plan. I ended up having a new O2 Censor installed in my vehicle in at that time, and paid out of pocket for the service. After the fact, it came to my attention that my GWC Warranty is contracted to cover the part; I contacted the company when the thought dawned on me in March of 2014. At that time, I explained that I had paid to have my vehicle fixed, as it was a completely unanticipated and worrisome situation. As a result, I articulated that I wanted to submit the invoice to GWC for reimbursement. During said conversation, I was instructed by a Customer Service Representative to mail a copy of the invoice for the repair costs, as well as a cover letter explaining the situation; the person that I spoke with advised that he did not see why GWC would be unwilling to reimburse me for the service due to the circumstances surrounding the situation.
On March 26, 2014, I faxed a copy of the invoice as well as a cover letter explaining my situation; I was unaware that I needed to call the company before work was completed on the car for prior authorization. In the cover letter, I expressed that I would definitely be contacting GWC before authorizing services performed on my vehicle in the future. Additionally, I explained that I feel as though the company should be willing to reimburse me the total cost of the repair, as that is clearly the objective of purchasing a comprehensive extended warranty.
On April 7, 2014, I received a letter in the mail from GWC in response to my request; they stated that they would not be reimbursing me for the service performed. The letter stated that I could write back to the Unauthorized Claims Department should I have any questions or concerns. At that time, I called the main customer service number for the company, and was advised that there was no way I would be able to speak to someone from that department on the telephone; I would have to write them.
I do understand that my failure to contact GWC before the service was performed was my shortcoming. While that is the case, I do not feel as though my request is outlandish or unreasonable; I am asking a company that I have paid for a service to follow through by providing said service. I did not spend over $2,000 on an extended warranty to be told that I made a mistake and thus am not entitled to a one time courtesy pass. I believe that this is extremely poor business practice, being that the invoice I submitted reflected that the O2 Censor had in fact failed and that my vehicle was repaired at an authorized Mercedes Benz dealership. Due to the fact that I had not had to utilize the warranty for a year and a half, the last thing on my mind was to check my GWC paperwork when my vehicle's repair manual very clearly indicated that I needed to have my vehicle assessed as soon as possible. I feel as though the inaction on behalf of GWC’s behalf is both unprofessional and completely non-friendly in terms of customer service.Desired Settlement: I would like to be refunded the $541 that I paid to the [redacted] of [redacted], NY to cover the parts and labor associated with my vehicle's replaced O2 Censor.
Business
Response:
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. The vehicle service contract specifically addresses the coverage procedures and exclusions 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.
Review: I purchased a 2004 [redacted] in or about April 2012, with 82,000 miles on it. I also purchased an extended warranty from GWC Warranty. My wife drove the car for the summer of '12 and put the car away for the winter, it's a convertible, when we brought it out for 2013 we only put a couple hundred miles on it and the motor set up. After contacting GWC I was told to haul the car to [redacted], [redacted], ###-###-####, some 150 miles from my home. While at [redacted], GWC sent a rep. from [redacted]. [redacted] had [redacted] raise the car and pull the oil pan, on their THIRD inspection. GWC called it "improper maintenance" on my part. I changed the oils at proper intervals. The sludge buildup could NOT have happened in the miles we drove it, app. 9,000 miles even if I never changed the oil, which I did. I have been fighting with these people to no avail, I don't hold the dealer responsible, just GWC who took my $950 and now refuses to fix the car. For Information sake I bought the car from [redacted], contact number is ###-###-####Desired Settlement: I would just like my wife's car fixed, PLEASE!!
Business
Response:
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. GWC warranty did have independent mechanical inspections performed on the vehicle to determine the cause and extent of the failure. The inspection reports had shown the engine to be contaminated heavily with oil sludge causing the failure. The vehicle service contract addresses this condition specifically as follows;
9. EXCLUSIONS — WHAT IS NOT COVERED: This Contract provides no benefits and NADN has no obligation under the Terms & Conditions set forth for what is not covered herein listed below.
Review: I purchased a auto repair warranty from GWC. The warranty which I purchased specifically states that OIL PUMPS and ALL INTERNALLY LUBRICATED PARTS are covered. My truck broke down and I took it to a repair shop. The estimate for services shows that the High Pressure Oil Pump needs to be replaced. The High Pressure Oil Pump is located inside of the engine block and it pumps oil. However, GWC refuses to pay for the repair. GWC contends that even though it is a faulty oil pump, they do not have to cover the repair since it pumps oil to the injectors. GWC also contends that even though the high pressure oil pump is internally mounted and lubricated by the oil which it pumps, they do not consider it to be an internally lubricated part. I paid 2100.00 for this warranty contract and the cost of the repair is 3000.00. I believe that GWC is attempting to create loop holes within their policy in an attempt not to cover the cost of the repair. Also, the shop labor rate is 95.00 per hour and GWC only wants to pay 65.00 per hour. They suggested that I haggle with the repair shop to lower their rates.Desired Settlement: I want GWC to honor the contract and pay for all costs to repair the vehicle. If they do not wish to honor the contract, I request that I be reimbursed the total purchase price of the contract.
Business
Response:
Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the claim and customer’s statement of the problem. The component reported by the repair shop as failed is the “Diesel Fuel Injection Pump”. That component is not listed for coverage per the Component Coverage section of the vehicle service contract.
The “Oil Pump” that is listed for coverage was already authorized for replacement by GWC warranty in August of 2012.
In regards to the labor rate coverage, the service contract addresses labor coverage specifically as follows;
5. LABOR: Labor charges shall be based on the current AllData Labor Guide and hourly rates shall be within accepted industry standards.
I have attached a copy of the customer contract application and terms for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation