GWC Warranty Corporation

Review: I have had nothing but the run around from this company. I purchased a warranty from this company on my 2004 ford explorer. When I was having a routine oil change done my mechanic discovered it had a noise in the rear drive line and a shimmy while driving it. I called gwc to confirm I could use my mechanic under the warranty. They preferred me to go to a preferred shop but told me that I could use my current mechanic. My mechanic also called to confirm this as well. I went forward with the process and hade my explorer gone over to find out what was going on. My mechanic discovered it needed a new or rebuilt rear end, and also front lower ball joints. Which are both covered under my warranty. My mechanic then calls to start the process and is told to find a low miles used rear or re-build the current on. He recommends to have it rebuilt but he is not set up to do this. He refers me to another mechanic who can do the job. Again I contact gwc about the issue. I am given the same speech about preferred shops but can go to my preference and they will work with them. The referred shop calls them about the rebuild and lower ball joints and is told they can do the work also. This shop tells me they will not cover tear down of the rear. He advises me just to go back to my original mechanic and have a used on put in. Now at this point no claim has bin started just info gathering. My mechanic calls them back to start the claim they have no record of him ever talking to him about this and he is not a preferred shop. I call them same story. I ask gwc about the shop calling about wanting to do the rebuild no record of that. There is no record of me calling about the issue and I am told I have to go to a preferred shop. I advised them that I was told by a rep in the claims dept that I could use my current mechanic and that he called in also to make shure he could do the work. Again I am told there is no record of this. I ask to speak to a supervisor or management member due to the fact that I was told I could use my mechanic and have paid out of pocket for him to find out what the issue was. The rep laughed at me and said yea I am going to get you a supervisor then hung up on me. After I cooled down I called back in and ask to speak to a supervisor, was told one was not available and he would have on call me. No one called me back. I called in the next day and got the same run around, but this time a supervisor by the name of ed called me back. I explained the process so far and about there being no record and the rudeness of the claims dept. He stated that the company has done nothing wrong and the computer shows nothing and it is my word against them. He then said he would personally call the shop and get the ball rolling. He did do this but then to find out they wanted to send an adjuster to look at it. so I dropped it off for this to get the run around again they could not give me or the shop a time other that with in 24 to 48 hours after it was dropped off. I call the morning I dropped it off and so did my mechanic. By 2 in the afternoon he had not received anything confirmation about the adjuster coming. I called gwc and was told there was no record of the vehicle being at the shop, but they would start the process now. I called ** back and talked this over with him he again stated we have done nothing wrong it is your word against ours. The adjuster finally shows up on the third day and agrees with my mechanic so the shop moves to the next step and can only find parts that have a 30 day parts warranty. This starts another run around with gwc on needing a labor warranty on the parts. This finally gets straightened out and my shop submits the quote to gwc. After a few days of hearing nothing back I call gwc and am told that it has bin approved, my mechanic has nothing from them about this. I call ** back and am told my mechanic got the approval he personally approved it. Again my mechanic has nothing from gwc. The next day he receives a message from gwc with the approval. At this point he has not ordered any parts and gwc paid out nothing. I called back to gwc and requested to cancel my police and get a refund. I was told I could not do this due to my contract. I explained my reason due to the pore customer service and the run around I had to go through and the fact that my explorer still was not fixed. Basically the response I got was refer to your contract section 13. I tried calling ** back and got the same response. I ask could u split the $100 deductible with me since I got the run around from your company. Again he stated no they did nothing wrong and I would get no refund except under section 13 of the contract. I tried to get another member of management on the phone but was denied that as well.Desired Settlement: I do not want to be stuck with the terrible customer service and the run around if I have any more issues with the vehicle. I could only imagine if it were to be a breakdown what this headache would be like. I would like a full refund of the original purchase price. The other option I would be happy with is for gwc to wave my deductible as a good gesture towards the bad customer service and run around I went through.

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.

With regards to contract cancellation, the vehicle service

contract addresses that issue specifically as follows;

13. CANCELLATION(S) AND

REFUND(S):

Review: They sent someone to my mechanic to inspect the problem. They agreed it need a new drive shaft. Auto shop quote me over $900 including labor. GWC wants to give them only a little over $200. they stated They want to give me a part that already has over 80,000 miles, and only pay $66/ hr. labor. First off I live in Connecticut and labor is around 90/hr. When I called then several times they just kept stating that my "car has 139,000 miles on it so 80,000 is new". they're motto is "Drive Worry Free". Knowing my driveshaft broke and they are trying to put one on with that many miles doesn't make me drive worry free. They keep saying their contract states they have the right to use "used parts", but mine that I signed doesn't say that. It was recommended by the auto shop not to put it on. I called multiple shops and they all said the same thing, and that was they are just trying to get my car working past my warranty. I had to end up paying the difference which was over $600. If it was in my contract that they were going to use used parts, I would have never got it. Then they also tried to be sarcastic and say, "Well you should have known stuff would break with a car with high miles". so I replied, "You must have also known this, but you still warrantied it". They would not do anything not even meet me half way on the price.Desired Settlement: to be reimbursed for the extra money I paid

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern. I have reviewed the customers’ statement of the problem and the claim

details associated. The vehicle service contract addresses the part and labor coverage

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.

Review: [redacted] is a company that offers extended warranties for vehicles. I have a 2008 [redacted] for which I have received several legitimate warranty extension notifications from my dealership due to issues with my car. [redacted] has cleverly mimicked these official warranty extensions making it almost impossible to tell the difference between their ads and legitimate updates about the safety of my vehicle. This has cause alarm on more than one occasion because the name of the company is almost impossible to find on the document as well, making it hard to identify as an advertisement. It looks like an official bill, with perforated sides (as your pay stub would have) and you open it up to see "PLEASE CALL IMMEDIATELY" written in huge letters. It's disturbing and in my opinion borderlines on harassment and false/deceptive advertising. If it is not illegal to do this, it should be. I have contacted [redacted] and requested to be removed from their mailing list, but to no avail. Any assistance and/or information you can provide with this matter would be greatly appreciated.Desired Settlement: I would like for the company to stop contacting me via mail or telephone, and remove me from their database. Ideally, I would like to see their advertisements change as well. I don't think companies should be able to scare people into calling only to be handed a sales pitch. But at the very least, I would like off their list.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern.

GWC warranty does not market or send anything direct to the

consumer. This would be another company providing these mailers.

If you have any questions at all, please do not hesitate to

contact me again.

GWC Warranty Corporation

Joe P[redacted]

Claims

Department

Review: WE HAVE PURCHASED USED 03 MINI COOPER AND THE GWC WARRANTY AT THE SAME DAY WHEN VEHICLE WAS PURCHASED.AFTER ABOUT A MONTH THE TRANSMISSION WENT OUT.

SO WE TOOK TO CHEAP REPAIR SHOP. IT WAS DIAGNOSED THAT TRANSMISSION NEEDS TO BE REPLACED. SHOP CALLED GWC WARRANTY AND TOLD THAT CAR NEEDS REPAIR. 2 DAYS LATER THEIR ADJUSTER SHOWED UP TO LOOK AT THE CAR AND HE CONFIRMED CAR NEEDS A TRANSMISSION.

REPAIR SHOP CALLED DEALER AND QUOTED FOR AROUND $7000 FOR THE REPAIR INCLUDING NEW TRANSMISSION. GWC REJECTED THIS QUOTE TELLING THAT TRANSMISSION COULD NOT BE THE NEW ONE, UNLESS I PAY THE DIFFERENCE. SO REPAIR SHOP LOOKED FOR A USED ONE, AND THE CHEAPEST THEY HAVE FOUND INCLUDING LABOR WAS $5204.00 PLUS SEALS AND OIL. THE GWC TOLD THAT THEY WOULD ONLY PAY $4050 AND THAT IS THEIR TOP DOLLAR!

SO I HAVE PAID A REPAIR SHOP A DIFFERENCE OF $1146 PLUS SEALS AND OIL ( ADDITIONAL $200 FROM MY POCKET)

MY TOTAL LOSS IS $1346. PLUS I HAVE RENTED A CAR FOR A WEEK FROM MY POCKET. ALSO USING THE CHEAPEST USED PARTS WE HAVE NO WARRANTY ON IT.

I PAID ALMOST $600 FOR A 6 MONTHS WARRANTY ON THE CAR, AND THIS IS AT ALL NOT WHAT I WAS EXPECTING.

WILL FILE WITH Revdex.com AND WILL TAKE IT TO A SMALL CLAIM COURT THIS WEEK.THIS IS TOTAL FRAUD, NOT AS ADVERTISEDDesired Settlement: I WOULD LIKE TO RECEIVE THE AMOUNT OF $1346 IN DIFFERENCE BETWEEN INVOICE AND SETTLEMENT.

GWC WARRANTY PAID ONLY $4050 TO REPAIR SHOP.

Business

Response:

Reference: Complaint # [redacted] – [redacted] Svabaitiene

Thank you for contacting GWC warranty in response to this concern.

I have reviewed the claim and complaint details thoroughly. GWC warranty had approved a claim for $4054.50 towards a transmission replacement. The claim was approved in accordance with the terms of the vehicle service contract regarding part and labor coverage.

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

Review: I bought this warranty when I purchased a used vehicle from my local dealer. After about a month I began having problems with a freeze plug leaking. I called and spoke to someone in the claims dept and was told that they do not cover this part because it fails too often. So I asked about cancelling my policy and was referred to the cancellation dept. I was told I needed to go back to the dealer to have him fill out the appropriate paperwork and fax it in. Later the same day I went to the dealer and explained to him what was going on, he called GWC and spoke to the same woman that I had spoken to earlier in the day, and she told him the same thing, so we filled out the paperwork and faxed it in. One week went by and we hadn't heard from GWC in any way, so the dealer called and left a message, knowing they were closed. Another day, another call...still no response or return phone call. Two weeks go by and the dealer or myself haven't heard anything back. This morning I called and finally got a hold of someone and was told they don't have anything and that the dealer needed to call and once they receive the paperwork then it will be 7-10 business days. So I tried cancelling on the 28th of Feb and now my policy won't be cancelled until the 19th (at the earliest). The warranty is to be pro-rated for everyday that goes by.Desired Settlement: Frankly I'm [redacted]. I won't get into the technical portion of the part that I wanted covered but to deny something based on it goes out a lot seems like kind of a strange way to run a warranty company. All I really want is the company to cancel the warranty on Feb 28th, not March 19th and I would like the payment expedited, since I've been waiting 2 weeks already.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern. I have reviewed the customer’s statement.

At this time there has not been a cancellation request

processed on the vehicle service contract in question. All cancellations must

be processed through the Selling Dealer or Lien holder. **. [redacted] will need to

contact his selling dealer and request for them to submit a cancellation

request to our company on his behalf.

If you have any questions at all, please do not hesitate to

contact me again.

GWC Warranty Corporation

Bought a warranty for my car and under OPTIONAL COVERAGE checked off that the warranty wouldn't start till after my basic manufacturer warranty ended. Now GWC will not honor there contract and is saying my contract is expired. I still have 30,000 miles and 3 years left under my contract. They refuse to work with me and are very uneduacted in what they sale. DO NOT BUY FROM THEM.

Review: My truck transmission failed 4 hours from home. I had it towed to a repair facility. They performed NO service. They simply put the truck on the lift, removed the oil pan and diagnosed the problem as complete transmission failure. They then called GWC and told them what was wrong and said they could get an estimate to them asap. GWC then informed them that because they TOUCHED the truck before they looked at it, they would not pay for any of the repair. The mechanic then explained that he had performed no repairs but had only trouble shot what was going on as to get the ball rolling for me. I live 4 hours away and needed my truck back. They then got very rude and hostile ( which was the same treatment we received when we filed a prior claim) and agreed to send a man out. Several days went by before a man showed up, took a few pictures and said they would get back to them. GWC never did get back to him, so he called them. At that point they informed the mechanic that due to the fact that he touched the truck before gwc saw it they had decided to pay. Not only do I feel like I was betrayed by the dealership that sold me this terrible waste of money I feel like I have been unfairly treated by GWC. Thank youDesired Settlement: I want them to pay the claim as per the agreement. The constant battle with them about the tini

I want them to pay the claim

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 a mechanical inspection completed 7/24/14 and found the repairs to

the transmission and transfer case were already completed. The vehicle service

contract addresses this unauthorized repair 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.

• Repairs without the Administrator’s prior authorization and

issuance of a claim authorization number

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: GWC Warranty was contacted on 2/113/2014 and informed that there was a problem with my [redacted] van that I had a warranty service with them and it was going to require a automotive specialist to look at it and fix the issue. I also informed them that I would be requiring a rental car as I have very serious heath conditions am disabled and have many medically necessary apt. to go to. I also informed them that do to my disability I had very specific needs when it came to what I drove that is why we had purchased the van and the warranty so if we had problems we could get it fixed and get it back right away. They informed me that the best way to get it done in a timely matter was to deal with one of there preferred shops and gave me a list of one in the area. That night as soon as possible we had it towed to their preferred shop. On 2/14/2014 the preferred shop found the problem called GWC warranty and left a message. They never returned there call. On 2/17/2014 their preferred shop was finally able to get ahold of them and tell them the result and what repairs needed to be done, the shop was told they where not allowed to fix or start work on my van until someone from the warranty company test drove it there self and that they would be buy in 24 to 48 hours. The preferred shop called GWC over the next several day to find out when they where coming they said soon. Finally on 2/20/2014 GWC told shop no one was coming and they want them to put a junk yard transition in our van instead of rebuild it. Their own preferred shop refused to do so as they said it was not a safe or reliable way to fix this was also against our warranty that we had purchased and they could not guaranty the repairs. It was not until 3/3/2014 that GWC was able to start work on transmutation and GWC only agreed to pay them their preferred shop what the junk yard transmition would have cost and we had to pay out of pocket for the rest. These delays caused by GWC inability to return phone calls, do what they claim they need to do, and try and do unprofessional cut rate work to save money not only left me with out my medical necessary van but with a rather large rental car bill as well as a repair bill to have my van fixed properly all of which should have been covered in the first place by the very expensive warranty I purchased from them to avoid things like this from happening. Now I have spent out of my pocket $3900 dollar which I need for medical cost. Very unhappy and want a reasonable resolution.Desired Settlement: I would like GWC to reimburse me for not only the five day of rental car coverage that my warranty covers but I would like them to cover the days that I had to have the rental car due to their delay by not being able to provide the service that I paid them for. I would also like them to pay for the other half of my transmission repair bill, they wanted to put a junk transmission in my van that their preferred shop refused to do for reliability and safety reasons so had to pay for over half the repair my self to have it done right and to ensure I had a working vehicle! I am not asking for my deductible back or a refund on the warranty or for all my medical bill that I incurred during this procures do to falls and added strain from not having proper vehicle and GWC delay and their inability to provide the service I paid for. I just ask they pay for the entire rebuild minus my deductible and my rental car due to their delay! Fare is Fare.

Business

Response:

Reference: Complaint # [redacted] – [redacted] and [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 a repair claim for transmission replacement totaling $ 1373.04 after the customer’s deductible. GWC warranty had also approved a rental reimbursement for the customer totaling $ 175. The repair and rental authorizations were approved in accordance with the terms of the vehicle service contract. Any additional costs incurred above the contract coverage would be the customer’s responsibility.

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

Review: I purchased a 2006 Audi A6 from a local dealership. they sold me an extended warranty provided from GWC. Under the Warranty coverage I believed that GWC would pay for parts and labor for any issues regarding my vehicle. The power steering pump went bad and needs to be repaired. According to my Warranty this part and labor is covewred. A Customer claim representative for GWC [redacted] as well as the Customer service supervisor was very argumentative with me and accusing the auto repair shop of prices being too high for repair. GWC will only pay for lower end parts and will not work with the repair shop to find the part. Nowhere in the contract does it state that parts have to be the lowest end of parts.Desired Settlement: I would like for GWC to honor my contract and pay for the replacement of the powersteering pump and labor as promised in their contract..

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.

There was a claim for a power steering pump authorized in

accordance with the terms of the vehicle service contract. The contract

addresses coverage of parts 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.

Review: I purchased a GWC warranty when I purchased my car, last year. Two weeks ago, my defrost started making a weird noise so I took it to the shop here in town (Frankfort, KY). I dropped my car off on the morning of Tuesday, November 25th, 2014 and informed the auto mechanic about my warranty. The mechanic determined that my a/c compressor needed to be replaced and that my car was not safe to drive until it was fixed. So, he reached out to the warranty place, as the a/c compressor was a covered part, that same day. Per the Thanksgiving holiday, I figured I wouldn't have my car back until Monday, December 1st, 2014, as it normally takes 24-48 hours for these types of warranty transactions to be completed (per my mechanic, who has been dealing with auto warranty companies for 20 years). Because of this I contacted GWC to inquire about the rental car reimbursement, which is included in my policy. I was told that there wasn't going to be 8 hours worth of labor, so I didn't qualify. I was frustrated that point, because I had to travel for the holiday. Anyways, to make a long story short, it is now the evening of Thursday, December 4th, 2014 (10 days since I took my car in) and they warranty adjuster still has not gotten back to the mechanic with the report. THEY HAVE NOT EVEN STARTED WORKING ON MY CAR, because of this. I have reached out to GWC at least 4 times within the past week and each time they told me the report was going to be sent over that same day. When I called yesterday, I requested to speak with a supervisor and they lady told me that she couldn't transfer me but she could have someone call me back. Well, I still have not heard from a supervisor. Terrible customer service! So, needless to say, I will not have my car until probably next week. I am beyond frustrated and appalled about this whole situation. My mechanic has been so nice to also try to reach out to GWC, with the same outcome...NO RESPONSE.Desired Settlement: At this point, I would like the warranty company to pay for the TOTAL cost of repairs on my vehicle. Afterwards, I would like to cancel my policy and have them issue me a pro-rated refund (minus the repairs, of course), as I still have another year left on my policy.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern.

I have reviewed the customers’ statement of the problem and

the claim details associated. I contacted the customer and explained the claim

inspection and approval process. GWC warranty has approved the repairs in

accordance with the service contract terms.

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: A claim on our Fod Taurus was mad on July 10. The car is covered under GWC warranty. They are refusing to pay the cost to fix the engine. . They repair they are demanding is not necessary and they willnot cover all this repair. They are saying the mechanic estimate the cost of repair $250 for parts and 8.5 hours of labor at $95 an hour of labor total a little of $1,000. My mechanic stated that he gave him an estimate of $1,848.21. They did not want him to fax to their company. They are refusing to send me their notes on the case and we have spoken to many different claim adjusters. At first we were told they would cover the repairs, but they would only cover $75 an hour for labor. When the bill to fix the motor exceeded their expecation, they then wanted the engine to be replace leaving us to cover the work already completed. They also refuse to cover the complete time it will take to replace the engineDesired Settlement: For them to either give the auto repair shop the amount of money they are willing to pay for the replacement motor which is $2,063.90 and allow us to use that towards fixing the motor or to pay the cost to fix the motor as they stated when we first spoke to 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.

GWC warranty has authorized a claim for engine replacement.

The claim was authorized in accordance with the terms of the vehicle service

contract for $2063.90 after the customer’s deductible.

The repair facility is requesting labor coverage in excess

of what is allotted per the terms of the vehicle service contract. The service contract addresses the 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

Any

additional labor requested above the [redacted] Labor Guide time would be the

customer’s responsibility.

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:

GWC Warranty Company is not fully presenting the entire problem development and financial aspect of the claim. A brief review of the situation is described below.

On July 4, 2013, our Ford Taurus overheated on MD Route [redacted]. My son was driving the car. He noticed the car would no longer accelerate, the vehicle slowed and would go no faster than 50 MPH. Moments later the car still had no acceleration and would go no faster than 20 MPH. At this point the vehicle's engine warning light came on. He was able to manuever in traffic and move the vehicle to the right side road shoulder. From the time the vehicle would no longer accelerate to getting it to the shoulder of the road was under 5 minutes. We had the vehicle transported to our repair garage.

During that week (7/4) the [redacted] Mechanic called GWC to obtain permission to work on the vehicle. The warranty clearly states no repairs are to be made without authorization of the warranty company. Technically, there was no "repair" work to be done at this point as diagnostics were required to determine the extent of the problem. (How can one repair something without knowing the extent of the damage?) Apparently, GWC had reservations about the Repair Facility's labor rates - GWC will only cover up to $74 / hr while the repair facility charges $94/hr. I learned about the labor rate disparity when speaking to our mechanic. He informed me of discussions with GWC and they (GWC) needed to talk to me (or the driver) to authorize diagnostic work. The contract clearly states I authorize the diagnostic work.

Additionally, the mechanic was waiting for a GWC representative to visit the shop and inspect the vehicle. When I called and spoke with GWC, their concern was strictly about the labor difference. I stated I will cover the the additional $20/hr - my family needs the car back for my son to get back and forth to work. GWC accepted my covering the difference and stated they will get in touch with the mechanic to issue a claim authorization number. My conversation with GWC occurred approximately on 7/10/13. GWC has never once sent any representative to inspect the vehicle's extent of damage.

I also called the mechanic as a courtesy to inform him of the conversation with GWC and my OK for the labor cost difference. During diagnostic investigation discovery was made of a broken gasket / seal of the cover to the timing chamber. Apparently, this seal broke first causing the water / cooling leak from the engine leading to the over-heating condition. The timing chain was stretched and there are concerns regarding the water pump. As part of the diagnostic work, the heads required removal from the engine to verify if cracks were present or any warping occurred due to the heat. The heads were sent to a local machine shop for review and verification. I understand the valves were also checked at the machine shop. Based on the results of the machine shop. the heads were determined fine but the valves needed to be reworked. With the machine shop feedback, the mechanic determined the engine is repairable with no further concerns regarding the engine block.

With diagnostic efforts concluded, the mechanic pulled together an estimate of repairs (labor and materials) and shared this with GWC warranty company. The sharing of information occurred approximately on 7/17/13. At this point, the mechanic informed me the repair cost to me will be within $3000.00. We waited for approval from GWC to move forward. Several days passed and I had to call GWC again to determine if the repair work will be authorized or not. On the second attempt, I was able to get through to one of claim representatives. He assured me the repair work was approved and they were just waiting for supervisory approval to authorize the repair shop to do the work. Another day and half passed getting to approximately 7/25.

At this point when I called GWC, I was informed they are looking at a repair / engine replacement decision and should have an answer that day. This is the first I had heard of an engine replacement option in this entire process. I checked with the mechanic and learned the cost to me for a used engine replacement is $4300.00 Later on 7/25, I was informed GWCs final decision is to put a used replacement engine into the car. GWC authorized $2064.94 toward the replacement. I asked how they arrived at this decision and was told repair costs are about $1000 while a used engine installation is $1300.00. GWC authorized 10.7 hours of labor for the replacement. I called my mechanic back to find out what is going on.

My mechanic informed me he had previously given GWC his estimate for repair work of $1800 which did not include the machine shop diagnostic cost. With the machine shop cost added in to the repair cost, the total is nearly $3000. Regarding the engine replacement, approximately 17 man hours are required for that effort. When I called back to GWC, their response was something on the order of, "Oh, he's using long block hours for the engine replacement and this vehicle does not require that kind of work." GWC has never once come out to inspect the damage or determine the actual conditions resulting from the damage to assess real repair requirements.

At this point, my wife also began calling to discuss the claim situation with GWC. We also learned, at about at this point in the process, the replacement engine has more miles on it than the engine in our vehicle (65k versus 63.1k). We called GWC and spoke with their supervisory personnel and leadership asking why we have to replace the engine with one with more mileage and why a replacement when a repair is fine. Their response is in the long run this is less costly for GWC to avoid future claim costs (and keep our vehicle on the road) as a result of future problems due to this over heating failure. No one from GWC has ever inspected the actual conditions to be able to provide a justifiable basis for their decision. We requested if GWC would issue the warranty award ($2064.94) to us, allow us to use that money for the "repair", and then cancel the warranty. They responded negatively to both requests - "we can't do that" they said. The money they issue can only be used for the engine replacement.

In a separate phone call by my wife, she asked how GWC could make one decision (repair) and then change to a second decision (replacement). Her question was / is: Where does the contract allow GWC to make one decision, inform the customer of that decision, and then make a 2nd decision changing the first agreed upon approach with the customer? They would not answer her, told her their decision is final, and hung up. She called back and asked about the mileage on the replacement engine. She was told if we move the car to a facility of their choice, they will put in an engine with less miles. We're a month into this thing by now and they want us to move the car to a shop they approve? But they already approved our shop. And how does my mechanic who they have been dealing with get reimbursed for all the effort getting to this point - if we move the car to their choice facility?

Ok, so what's the problem here. The cost to me to replace the engine is $4300. The cost to repair is $3000.00. This particular vehicle (2001 Ford Taurus VIN = [redacted]) does not need a replacement engine. Repair work can be done making the vehicle useable, "drive-able", and sufficient for everyday use. There is no guarantee we will not have engine problems with the used engine proposed for replacement installation. GWC will also not cover any time to allow our mechanic to inspect the proposed replacement engine before installing it in the vehicle. GWC hung up on my wife and has never answered her question of where the contract allows for decision change.

Costs were evaluated based on "cost" to GWC not the cost to me their customer. The contract references labor hours being based on the current edition of the [redacted] Labor Guide - but no attempt to reconcile the actual conditions of the damaged vehicle to the "book" values has ever been made by GWC. In fact, GWC also indicates in their contract they reserve the right to inspect the vehicle and move the vehicle to a repair facility of their choice. They want us to move the car - for the lower mileage replacement engine; forget about the lost time & work to the mechanic with our car on his lift for a month.

By discussing the situation throughout this process with our mechanic, they seem to accept the mechanic and his business as a reputable repair facility. ...but they dispute his hands on diagnostic feedback and require a replacement engine - which has more miles than the present engine and is not allowed to be verified as "OK" for use? While we have no disagreements with the written contract agreement - which we signed - we have objections to how GWC is administering the contract we paid for coverage. Our objections are:

(1) Changing the 1st decision allowing the repair of the vehicle to 2nd decision for an engine replacement - without using the costs provided by the mechanic and going beyond the contract requirements to make a 2nd decision

(2) never inspecting the vehicle to make an informed decision regarding the actual extent of damaged condition

(3) choosing a replacement engine with more miles than the existing engine

(4) not allowing our mechanic to inspect the proposed replacement engine prior to use for replacement / installation

(5) requiring a shop move, at this point in the process, to their choice facility to obtain an engine with lower mileage

(6) Paying for warranty coverage that forces us to pay more for the repair than what is necessary...

> $4300 for a replacement engine less $2000 warranty for replacement engine leaves me covering $2300.

> $3000 for repair work less $1800 warranty for repair leaves me covering $1200.

This automobile (2001 Ford Taurus VIN = [redacted]) only requires engine repair work. At this point, we need our vehicle back for use. Waiting any longer is not an option. We have given approval to our mechanic to repair this vehicle's engine. The only thing we have ever requested is for GWC to honor their 1st decision and cover the $1800.00 for the repair work.

Respectfully,

Business

Response:

Reference: Complaint # [redacted] – [redacted]

– Rejection Response

I have reviewed the customer’s rejection response.

GWC warranty had authorized the proper repair of replacing

the engine with a serviceable used unit from the repair facility. The initial

teardown charges were authorized by the customer prior to GWC warranty

approving any repairs. Those additional costs would be the customer’s

responsibility to the repair facility.

GWC warranty authorized $2063.90 towards the parts, labor,

and fluid charges for the needed engine replacement.

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:

GWC Warranty Corporation continues to evade addressing the problem. GWC Warranty personnel contacted my wife and the

Automotive Repair Garage on 8/7/13 in attempt to settle the

dispute / claim.

DO NOT WASTE YOUR MONEY WITH THIS COMPANY. CUSTOMER SERVICE WAS TECH BOOK, SORRY ABOUT YOUR LUCK THANK YOU FOR YOUR MONEY. IN TWO YEARS I NEVER HAD A CLAIM. HAD A LITTLE OIL LEAK TOOK THE CAR TO A FACTORY DEALER THINKING I WAS COVERED. NOPE ALL KINDS OF STICK IT TO YOU LOOP HOLES FROM THE FINE PRINT. I HOPE THIS SAVES SOMEONE ELSE FROM MAKING THE SAME MISTAKE I MADE.
THANK YOU,
JAMES EDDY

Review: I purchased a used vehicle and a warranty through GWC to cover myself if anything went wrong with the vehicle. I needed the warranty to help me twice, and both times GWC said that my claim was not able to be followed through on. The first time, I just accepted it because I know that these things happen. The second, I called to see if I could speak to some one about it. I spoke to a manager named Joe P[redacted] who was incredibly rude and condescending during the entire conversation. I could tell that he was not even listening to me speak, as I had to repeat my self several times and I could hear him typing on a keyboard in the background. I can not begin to describe how infuriated I am right now. I paid $2,500 for a service, get no help from them when I need it, and then they have the audacity to be disrespectful towards me. I will tell everyone I know to stay far away from this group of thieves.Desired Settlement: 1) Help fix my vehicle or refund the cost of the warranty

2)Aan apology from management concerning how I was treated by Joe P[redacted].

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern. I have reviewed the customers’ statement of the problem.

The repairs required at this time would not be listed for

coverage through the vehicle service contract.

In regards to refund of the warranty, the vehicle 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 the above cancellation requirements are met, the customer

is urged to contact the Selling Dealer or Lien holder to submit a cancellation

request.

I do apologize for any interactions construed as rude or

condescending in our discussions of this matter.

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:THIS IS NOT RIGHT! YOU SHOULD HAVE BEEN FIRED FOR THE WAY YOU SPOKE TO ME, NOT SENDING ME THE DAMNED REJECTION LETTER! TO HAVE SOMEONE WHOSE BILLS I PAY SPEAK TO ME LIKE THAT IS UNACCEPTABLE AND IT IS A SLAP IN THE FACE FOR YOU TO BE THE ONE REPLYING TO THIS!

Regards,

Review: I brought my * 2006 [redacted] Truck in for repair for a coolent leak. It was determined by BOTH [redacted] and [redacted] that the truck cylinder heads were damaged due to head gasket failure leading to loss of tension on torque tp yield head bolts. GWC's adjuster (not a mechanic) went to the shop to as the problem and determined that the truck over heated and that's why the truck needed heads to be repaired. GWC payed only a small portion of the bill, even after time and time again GWC had been notified from both shops that this problem was not from over heating. I have both reports from both shops and sent both to GWC. There has been no follow up by GWC about the mechanic's report.

After throughly reading the terms and conditions on the warranty agreement it has been determined that the 2006 [redacted] should be under 100% coverage by GWC. They say the damage was from over heating, however, my hired professional mechanics have proven that GWC's claim is not the TRUTH. I have the mechanic reports that say the real problem of the truck and not what GWC conveniently for their benifit claimed what happened to my truck. If you would like to see these reports from the mechanics please let me know.Desired Settlement: I would like GWC to uphold their end of the contract. I'm asking for a FULL amount paid that I've had to pay out of pocket and put on credit cards to get my truck back.

Business

Response:

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

Review: On March 11, 2013, we purchased a used vehicle from [redacted] in [redacted] PA, included in the price was a 6 month or 6,000 mile warranty. We took the car to our own mechanic on March 25, 2013 and was told a list of items that needed to be repaired. When we purchased the vehicle, [redacted] only gave us a brochure from GWC warranty and said they would mail everything to us the brochure only talks about what is covered and how expensive those repairs can be if you don't have a warranty. I called GWC and was told that yes two of the items that needed repair, the front bearing and seals and the ball joints were covered under our warranty. I then asked if we were allowed to take it to our own mechanic and was told yes, but the full price may not be covered because they have agreements with certain service stations. At this point I was given a warranty/contract # but no other information but did say I had not received anything in the mail. They then said they would mail out a warranty card. No other information given. On April 2, we told our mechanic to go ahead with all the repairs that needed to be performed. I then received a warranty card in the mail with a postmark of March 29, 2013, but it did not arrive until after we had told our mechanic to start the repairs. On May 20, 2013, I wrote GWC a letter explaining the above circumstances and requested reimbursement for the ball joints and front bearings and seals. I included the envelope with the postmark of March 29, 2013 that our warranty card came in plus the documentation/bills from our mechanic. I then received a letter stating that I have an unauthorized claim, because under my contract they have to give prior authorization before repairs can began. The letter also included an excerpt form the service contract about coverage. I have never received a contract only the warranty card (which does state that you have to call to get a authorization #), but I did not received that warranty card until almost a month after we purchased our vehicle and after I had given our mechanic authorization to do the repairs. I also was never told when I called to inquire about what the warranty covers that I needed prior authorization.Desired Settlement: I would like to be reimbursed $993.14 for the ball joints and front bearings and seals that needed to be fixed on my car to make it safe for driving that the brochure and an employee at GWC told me was covered.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern.

I have reviewed the customer’s statement and contract

details. Unfortunately the repairs in question were never authorized for

coverage by GWC warranty prior to completion. The vehicle service contract

addresses the claims procedure 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 bought a 2004 [redacted] in August 2013 from [redacted] we paid for the extended bumper to bumper warranty through the dealer with a company called http://www.gwcwarranty.com/ . within 2 weeks of buying the truck the rear end went out. the 30 day warranty covered it, they put a used rear end in the truck and after 30 days we got the truck back.

fast forward to July 29th 2014 (less than a year) the rear end went out again, we have not gotten the truck back and the warranty company is giving us the run around, the part was wrong when they shipped it, then the part was supposed to be in Wednesday a week ago, now they say we can't find a part for it. The last time we had the truck was July 29th, they rented me a car for 10 days but all the rest of the time I am borrowing my vehicles, as of right now there is no part available and our truck is just sitting at the shop, which is not the mechanics fault at all. I owe $13,000.00 on the loan and pay on time every month for a truck that can't be driven. The warranty company is now saying if we have to get a newer rear end then they will only cover 700 of the 2000.00 because they only replace them with used parts and that would be too new for our truck. The way I see it if there is no "older" part available they would have to cover a newer used one. The bottom line is GWC is not holding up their end of the warranty contract to fix my truck, I have a wife and child I provide for and I need transportation to work, it has been over 2 months since my truck was placed in the shop.Desired Settlement: I just need something done to assure that I get my truck back asap! I have to get to work and I have to have the truck, I still make a 335.00 payment a month for my loan on it and another 200 in insurance but don't even have my vehicle. It needs to be fixed at the comapny'e expense, I have waited long enough and been very patient during this process even though they can't give me answers or a fix date.

Business

Response:

Reference: Complaint # [redacted] – [redacted] –

Contract for [redacted]

Thank you for contacting GWC warranty in response to this

concern. I have reviewed the customers’ statement of the problem.

GWC warranty has a parts supplier providing a replacement

rear differential. Estimated time of delivery is October 8, 2014. GWC warranty

did inform the customer of the delivery date and provided goodwill coverage

towards extended rental reimbursement.

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: On Tuesday, May 6, 2014, my 2007 [redacted] experienced a loss of power. My car would not accelerate beyond 60 MPH on the highway. I took my car to [redacted] in [redacted], MD. I waited on the diagnostics and my Service Advisor informed me that I had an ABS sensor failure. Under my contract with GWC, I have the "Ultra" Used Vehicle Coverage in addition to the "Sensor Package" labeled under Optional Coverage. I was told by my service advisor that it would take 24-48 hours for an Adjuster to come out from GWC Warranty. The Adjuster came out to [redacted] as promised and I awaited for the verdict on the claim. I received a call from my Service Advisor and was told that my claim was denied. As a result, I had to pay out of pocket for the repair which came to a grand total of $1884.33. I received my [redacted] on Saturday, May 10, 2014 and now it's back to its original condition. However, I made a phone call to GWC Warranty that same Saturday asking why my claim was denied. The explanation was not quite clear to me verbally so I asked for written documentation via email and/or physical address and was denied both options.Desired Settlement: I would like to be refunded in the amount of $1884.33 as this was the cost of the repair from [redacted] of [redacted]. I would also like to be refunded in the amount of $1990 for false advertising as this was the amount that I purchased the warranty for from GWC 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.

GWC warranty did have a mechanical inspection performed to attempt to verify the failures reported by the repair shop. The results were inconclusive as to what components were failed, and would require further diagnosis to verify. GWC warranty informed the repair shop May 8th that further diagnosis would need to be performed to determine coverage.

If the repairs were completed without authorization from GWC warranty, we would have no obligation towards the costs associated. The vehicle service contract addresses this specifically as follows;

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.

Review: I have 2005 Chrysler 300 I purchased in May 2012. GWC is my warranty company. I was flagged for inspection about a month ago for suspension problems reported from a shop that GWC recommended.

Basically If I don't take it to a shop they recommend than I have to split the bill. I was flagged by GWC for have multiple issues one of which they did not repair ( a hub sensor ). Now about a month later I'm still having suspension problems the kind the occurs over time and so these problems had to be present before. I took my car back to the same shop they recommended on 4/13/2005 Saturday.

GWC flagged my care to be inspected before the work could be approved. I called GWC and they state that this is the same problems that was reported before and is the reason for inspection.

The work approved previously is not the same as reported this time but should have been noticed by the shop or inspector as the trouble is all the same general area.

I asked GWC about the possibility of a rental since I had to get a rental previously as well as this time as I reported this issue on Saturday and my car is in the shop and the inspector has not yet shown up yet.

GWC reports they can only reimburse expenses if the work equates to 8 or more hours. When questioning the length of time it takes for the inspector to arrive they report the inspector has 48 hours to show up which isnt calculated into the time it takes to fix the problem.

Its a hassle with these guys flagging me and being that this is their resource of choice makes it all the badder. Almost as if they dont want to honor the claim.

I wont be surprised if IM stuck without my car for another day or two and IM sure this company will come up with another excuse of why they cant cover a rental / reimburse and Ill problem [redacted] these guys off even further which will result in these guys denying some portion of they work as they did before or finding some other hoop for me to jump through missing more work or School.Desired Settlement: Im not sure what can be done here other than other thsn reporting the issue. I would have been better off paying out of pocket to have the repairs done. I would definitely have my car repaired by now.

These guys make money off people not reporting issues and when you do report one it seems it pisses these guys off. If they feel the issue is not being done correctly they should seek alternative providers instead inconveniencing the customer at the customers expense because they dont want to honor claims.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern. I have reviewed the customers’ statement of the problem and logged the

concerns with our management team.

If you have any questions at all, please do not hesitate to

contact me again.

GWC Warranty Corporation

Horrible set of people... Do Not bother... Scam!
I paid $1600 for coverage...but when my car had a problem... Magically I was not covered... The reason being "the car has developed a fault" dugghhh that's why I bought warranty so when it develops a fault I will be covered...well apparently you are covered as long as your car does not breakdown.

Review: I had to have a starter replaced on my 2006 [redacted]. Company did not want to pay for part as it was not a part the recommend. Part they were recommending was second hand part which could result in a recurring problem. My warranty stated that starter motor was "covered". It does not say some starter motors are covered or only cheap second starter motors are covered. It just states that starter motors are covered. They also only want you to take vehicles to a shop that have a working rate of $65 an hour for labor. No shop around here has that cheap of labor, shop I went to was a dealership and labor is $90 an hour. Now I have to pay the difference in labor which was never gone over with me. I was told I would only have to pay a $100 deductible for parts covered under this warranty. This is a rip off and customer service treated me as if I was a criminal and very rude and sarcastic with me.Desired Settlement: I wish to have my contract with GWC terminated and then my auto loan adjusted to reflect this cancellation. If I have to pay close to what the total charge is anyway then there is no point to having a "warranty" that covers nothing.

Business

Response:

Reference: Complaint # [redacted]– [redacted]

Thank you for contacting GWC warranty in response to this

concern.

I have reviewed the customers concerns and the claim details

associated. GWC warranty did approve the starter repair claim in accordance

with the terms of the vehicle service contract. The contract addresses parts

and labor coverage 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.

5. LABOR: Labor charges shall be based on

the current AllData Labor Guide and hourly rates shall be within

accepted industry standards.

In regards to cancellation and refund, the 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.

The customer is urged to contact the selling dealer or lien

holder if the above 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

Joe P[redacted]

Claims

Department