GWC Warranty Corporation

Review: I purchased the warrant from a [redacted] dealer. Now its time to fix the car and GWC refused to pay the labor rate of the [redacted] dealer. The contract says "hourly rate shall be within the industry standard." The rate is well within the "industry standard" for [redacted] dealers in the area; however, GWC said they only pay $75 which is the industry standard of mom and pop type facilities and told me I should have taken it to one of them! The contract does not say I need to take it to a specific business only that they pay what is "within industry standards". The [redacted] dealers hourly rate is within these standards and in fact the standard for my area is $80 to $150, which is a range and hence per the contract they should pay whiting this range. The fraud of this is that the contract makes the statement, however, the company already has a predetermined rate, so that rate should have been disclosed in the contract or the contract terms more specific in what is mean by "industry standard". So maybe an mechanical breakdown has a limited meaning to them, and a "repair" can have a limited meaning was well. This contact is clear that they pay within the industry standard and now they refuse to pay that standard rate. [redacted] at the company said I bought an after market warrant and to bad, well I bought the warranty from a [redacted] dealer, so IF a [redacted] dealer is good enough to sale the warranty why are they not good enough to fix the car???? THey use the good name of [redacted] to pawn their warranty and then go back on their word...Desired Settlement: I wan them to live up to their contract and pay for the labor costs associated with a covered problem. I had to pay the excess labor and I want refunded that and a commitment to live up to their warranty and pay the standard labor rate at a [redacted] dealer.

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. The vehicle service contract does address 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.

The repair claim was paid in accordance with the terms of the vehicle service contract.

If the customer requires assistance locating a repair facility, they are urged to contact GWC customer service to obtain a referral to a GWC preferred repair facility.

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:

Review: I have tried on numerous occasions to try to have service done on my car that should be covered(according to the maker of vehicle), but GWC says its NOT listed under their warranty. Every time I ask about something, I feel they are and will always find an excuse NOT to perform the service under the warranty. I have even tried to get a refund of my warranty, but to no avail. They say I cannot cancel the warranty because of whatever reason. I had asked if I could add on another service that would cover what needs to be done and was told no and that it wouldn't be covered anyways if I did get the extra coverage because it was a pre-existing problem. But if I had this extra coverage I could have the problem fixed in the first place. I just bought they car in January 2014 and If I could have cancelled the policy and used the reimbursement to pay for they repair I wouldn't have even said anything. I am on disability and that was why I took out the warranty...just in case something happened to the car, hoping the warranty would kick in. I feel like I am being taken advantage of without at least a reimbursement for cancelation of policy.

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 vehicle service contract addresses

cancellation 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 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

Claims

Department

Review: I purchased the extended warranty contract from GWC for $2300. I brought my automobile to there authorized dealer for repairs [redacted] Auto, [redacted] CT and because they did not have the machine to diagnose the problem with my auto; I contacted GWC and had to bring my auto to the [redacted] dealership for repairs. I was told it would be covered up to $100 for the diagnostic testing and I would be responsible for the remainder; which was okay. The warranty that I have should pay for electrical problems 100%; however when the mechanic contacted GWC they refused to cover the charges for the part and told the Mechanic from [redacted] they could get the part for less. I took my car to the authorized dealer for service because the authorized recommended location listed on file from GWC could not service my car. I paid out of pocket $681,00 today. This is not to mention I had to pay [redacted] $99.00 for a service they could not do and I was told from GWC they would not cover the service at [redacted] because a problem could not be detected; of course it couldn't but that was one of their locations in the town. I'm requesting reimbursement of the funds I paid at the [redacted] dealership and would like to cancel my contract and get a reimbursement for services I paid out of pocket. My car is still not repaired properly as the dealership told me the [redacted] is only part of what was wrong; and it will eventually burn out again; as the warranty company would not pay for all of the service to be performed even though they said this is not the case.Desired Settlement: I would like my car to be repaired totally as this is an electrical issue and as stated in the contract it should be covered. If GWC does not want to repair my car; I would like the remainder of my funds that I paid to be refunded and the amount I have paid so far for this services that should have been taken care of by GWC but has not been. I contacted their office 3 times today; and each time; I was told another story. The customer service is awful and I would never by a warranty of any kind again because the company does not honor the services as promised. The [redacted] dealership will not use a second hand part to put on the car; and I was not told this before taking my car in for repairs. The rear door of my car; continued to release while driving so this was something that I had to get done. I work and I don't have extra cash to pay when I trusted this company to take care of what needed to be done. I was also told by the owner at [redacted] Repairs in [redacted] Ct that this is was not the first time they had bad dealings with GWC and if you have any questions; please contact them as well. Please help me along with other consumers who trust this companies! 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 with this concern. GWC warranty has approved a repair claim for 2 failed electrical components in accordance with the service contract terms. GWC authorized $892 for the repairs; any additional costs at the repair facility would be the customer’s responsibility. The service contract addresses the parts and labor coverage for claims 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 own a GWC extended warranty for my 2005 Chevrolet Impala. The warranty was purchased at [redacted] Chevrolet in [redacted], NJ for $1,995.00 as a comparable warranty to the General Motors Protection Plan. The warranty offers coverage through 11/20/13 or until I reach 97,923 miles on the vehicle, which will not occur before time expires.

On Monday 9/16/13, I brought my vehicle to [redacted] Chevrolet in [redacted], CA because the dashboard’s brake light was illuminated. (Inspection of my vehicle’s parking space revealed that brake fluid had been leaking for quite some time.) Since the car had been on the east coast for many years, there is a considerable amount of climate-induced rust on the underside of the car. However, this condition is completely due to normal wear and tear on the car and not the result of negligence. [redacted] alerted me that the brake lines and master cylinder needed to be replaced, otherwise the car would be unsafe to operate. Given that this work should be covered by my GWC warranty, I authorized [redacted] to perform the emergency repair.

When [redacted] contacted GWC, the warranty company stubbornly refused to reimburse me fully despite the terms of our legally executed agreement. There are three main differences that must be resolved: (1) the hourly rate of labor, (2) the hours of labor needed for the job, and (3) the price of one of the required parts.

(1) GWC caps its claims at $75/hour for labor, but this is not spelled out in the signed contract. With regard to labor, Section 5 of the agreement states that “hourly rates shall be within accepted industry standards”. In performing some research to this effect, [redacted]’s rate of $120/hour is not unreasonable. In fact, labor rates at other car dealerships in Southern California hover right around this amount without much variation. [redacted]’s rate certainly falls “within accepted industry standards,” yet GWC is refusing to pay a fair price.

When I called them to press the issue, GWC stated that their policies are not meant for dealerships, but primarily independent mechanics. They suggested that I use one of only a couple local shops who work with [redacted] at their ridiculously low rates. I did not feel safe having such crucial brake work performed at a small, independent shop; one of the shops did not even have a website where I could garner more information on the quality of its service. [redacted] sold the warranty at a Chevrolet dealership, and they must work with these dealerships to fulfill the work covered by their warranties. The place of service is not stipulated, and [redacted] cannot refuse to pay claims by picking an arbitrarily low rate.

(2) Another issue was the number of hours needed for the repair. [redacted] needed seven hours to complete the work on the brake lines because they needed to be custom built for this model of car. However, GWC would only pay for four hours of work. Again, the only part of the contract dictating these terms is the “accepted industry standards” clause above. Over the phone, a GWC representative admitted that custom brake work of this scale can regularly take six hours. Because of a previous claim for two hours of brake work in late June of this year, however, [redacted] said that the work should only take four hours. This fails to acknowledge that hours of work are not additive in these cases, particularly when the brake lines needed to be constructed from scratch this time around. Once again, GWC cannot refuse to pay claims by picking arbitrarily low hours for completing the repair.

(3) In replacing the master cylinder, GWC refused to pay more than approximately $75 for a recycled part. As they should have, [redacted] refused to substitute an unsafe version of this key element in the braking apparatus for an actual new part. As per the terms of the executed agreement, the master cylinder is covered in full. [redacted]’s attempts to stick me with a questionable part that could possibly only last until my warranty expires are simply unacceptable.

As you can see, [redacted] Warranty Corporation has made egregious errors in the handling of my warranty. [redacted] sold me a warranty at a Chevrolet dealership, but now they are refusing to honor its terms for a repair at another Chevrolet dealership. I expect GWC to remedy this unfortunate situation via full reimbursement, as described below.

I appreciate your time and consideration at the Revdex.com for working to rectify these situations and protect America’s consumers. Thank you so much.Desired Settlement: The total cost for my car’s repair visit was $1,625.98. I was forced to pay $1,137.52 of that to retrieve my vehicle, while [redacted] only covered $488.46.

Under the terms of my legally binding contract with GWC, I expected to pay: (1) a $100 deductible, (2) $17.89 in labor for getting my oil changed simultaneously, (3) $188.58 in parts for the oil filter, oil, and 11 fittings not covered by the warranty, and (4) $14.14 in tax. Altogether, I should have paid $320.61.

I am seeking a full refund of the $816.91 that GWC owes me under the terms of our signed agreement.

Business

Response:

Date Sent: 10/4/2013 10:22:58 AM

Reference: Complaint # [redacted] – [redacted]Thank you for contacting GWC warranty in response to this concern.I have reviewed the claim and complaint details thoroughly. The claim for the brake lines and master cylinder were paid in accordance to the terms of the vehicle service contract. The contract addresses the terms for part and labor coverage specifically as follows;4. PARTS: Replacement of Stated Covered Components may be made with parts of like kind, or quality and may ne 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 Motor’s Labor Guide and hourly rates shall be withing the accepted industry standards.GWC warranty did provide the customer with alternate repairs shops in the area to have the repairs completed at the accepted industry standard.If you have any questions at all, please do not hesitate to contact me again.GWC Warranty Corporation[redacted]Claims Department

Business

Response:

Reference: Complaint # [redacted] – [redacted]

Thank you for contacting GWC warranty in response to this

concern.

I have reviewed the claim and complaint details thoroughly.

The claim for the brake lines and master cylinder were paid in accordance to the

terms of the vehicle service contract. The contract addresses the terms for

part and labor coverage specifically as follows;

4. PARTS: Replacement

of Stated Covered Components may be made with parts of like kind, or quality

and may ne new, remanufactured, rebuilt, exchanged or serviceable used

components as are customarily used in the automobile industry and approved by

the Administrator.

Review: We purchased a supplemental warranty thru GWC for a car that was purchased. We purchased a service contract that was presented to us as a 38,500 mile or 36 month contract. We had issues with the car that needed attention, always getting a run around with the company, to get the items serviced and paid for. 12 months into the contract, or 20,000 miles into the contract, we traded the car in at a dealership. We purchased a length of time for service, but because we used money above the price of our contract, we were told that we were not due any money. So we didn't purchase a length of time after all, we purchased a dollar amount.Desired Settlement: We paid $2573 for this warranty, which is $71.47 per month for 36 months or about $.07 per mile for 38,500 miles. Since we used more miles than time, we should be getting about $1295 back for the unused portion of the contract that was purchased, (multiply $.07 and 18,500 unused miles of 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. The vehicle service contract terms address the

cancellation and refund questions specifically as follows;

13.

Cancellation(s) and Refunds

Review: I recently purchased a used car and GWC's warranty. I knew that the car needed some work, so I called GWC on Friday, January 2, 2015 to see if the car needed to go to the dealership or if any independent shop would be okay. I was told that any repair shop would be fine, but I would be responsible if their hourly service rate exceeded $105 per hour, as this is the cap. Therefore, I took my car to an independent repair shop and rented a car assuming that both would be covered (GWC reimburses rental car costs of up to $35 per day.)

Today the shop called me and told me that GWC said that the car should have gone to the dealership, as it is still under factory warranty. I am now responsible for the $100 diagnostic fees at the repair shop, and I won't get reimbursed for the rental car, an additional $70 for a two day rental. I called GWC to explain what happened, and the customer service representative told me that the representative that I spoke with wouldn't have known the mileage of my car. I said that the entire purpose of my initial call to GWC was to find out where the car should go for repairs, so if the mileage determined the correct answer, I should have been told that. I explained that I was given misinformation that is now costing me $170, but I was offered no resolution to the problem.Desired Settlement: I would like the cost of the diagnostic ($100) and the cost of the rental car ($70) reimbursed because the misinformation I was given by GWC is directly responsible for these costs.

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 customer’s vehicle was still covered under

the factory warranty when the claim was initiated. GWC warranty would not be

responsible for any diagnostic charges or rental fees per the terms of the

service contract. The service contract addresses these items specifically as follows;

-Diagnostics

are covered only in conjunction with a Covered Repair up to one (1) hour labor, except where the proper repair is

obvious to the normal sense of sight, touch, smell and/or sound.

-RENTAL

CAR COVERAGE: In the event that a Covered

Repair requires repair facility labor in excess of eight (8) hours, We will provide rental car reimbursement of no more than thirty-five

dollars ($35.00) per day for a total of no more than five (5) days. Delays

caused by unavailability of parts, shipping, and repair facility schedules, or

other factors do not qualify for rental car reimbursement.

This was not a Covered Repair by GWC warranty, therefore the

diagnostic charges and rental fees would not be covered either.

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: I purchased this contract at [redacted] in [redacted] Arizona with the purchase of my vehicle. I was told and add my contract states in clear English, that I would have a $100 deductible when service was done on my vehicle. This first time I had service 6 months ago the total cost of the work was around$500. I only paid $100 deductible. I than took my vehicle to another shop recommended by GWC, and there estimate was also around $500 for another issue my vehicle had. This time they want me to pay half of the cost. I called twice to the agent working on the claim named [redacted], and left 2 messages. He never returned my call. I than called [redacted] ext [redacted], to cable this warranty since they were not abiding by what I was told about the deductible if $100. She proceeded to tell me that I could not get a refund like I was told when I purchased the vehicle. So as you can see this warranty is not what it seems. I works like my money refunded asap.Desired Settlement: Either they abide by what I was sold that I would only have $100 deductible or refund my money.

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 desired outcome. The vehicle service contract addresses cancellations and refunds 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 the above conditions for cancellation are met the customer is urged to contact the Selling Dealer or Lien Holder.

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:

The response from the business is of course just a run around to the real problem. I did not choose the shop to do the repairs from out of the sky. These shops are in the warranty company's network and were given to me as a choice. So again if they already have these shops in there network and their contract specifically states $100 deductible, why is it the responsibility of the customer (myself), to have to pay out of my pocket more than I'm contracted to do, when the warranty company should already have agreements with their shops. Are they The only Warranty company who works back words, or think I'm just the dumb customer who they screw again.

Review: I bought a 2004 [redacted] with 98K miles froma used car dealer. When I purchased the car I also bought the 2 year GWC warranty (A+ Revdex.com rating) that cost me over $600. Fast forward four month while driving on the highway the car enginge bent a rod and the enginge needed to be replaced. I took it the a car gargage that I trusted (hard to find) and the had two engines (one rebuit, one used) they could get. GWC did not want to pay for the $300 difference between their price of a used engine and my garage price. GWC is know telling me that the garage I choose is not an old labor calculation company (under old it takes 10 hours) it takes 14 hours of labor to exchange an engine in a car. I asked the GWC rep who is the nearest old labor garage in my city and it was a car lube business 13 miles away. I'm not the brightest guy in the world but I will not take my car to a [redacted] to get an engine replaced. So the bottom line is GWC wants me to pay the extra cost of labor ($465) instead of the $100 deductable. Cutting corners is what I see in this company but at what cost? I will pay my garage what they require because it is my life I am dealing with not a monetary number but someone has to look out for consumers.Desired Settlement: If they are advertizing a A+ Revdex.com rating sometime a company needs to step up and do the right thing. In a perfect world, GWC should pay the $300 just for the simple fact that they would not want their car repaired at a [redacted]. You need a certified mechanic to replace an engine not the cheapest guy/girl you have in your data base.

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 approved an engine replacement claim in accordance with the terms of the vehicle service contract. GWC warranty is covering $ 1557.50 towards the engine replacement claim after the customer’s deductible. Any additional charges 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 was without my car for 24.5 days due to what I believe were deliberate delays made by GWC Warranty. I was told in total about 3 times that my transmission had been ordered and that they would look into rental car for me twice. My car went into the repair shop on June 26th. On July 20th, I had, had enough of the run around. The last thing that they told me, of which was on the 17th of July, is that they were moving my car to another shop. They claimed that my repair shop was $1000.00 over what they were willing to pay. That is absolutely absurd. My mechanic is very reasonable if not cheaper than others. However, as my warranty states, they have the right to move my car. I gave the OK to move my car. I was begrudgingly given the location of where "they" were towing my car. I was told that I have no say in the matter and "they're moving it." The following week, I called the shop in question because I hadn't heard from them. Typically a shop will call the owner when a car is received. They were told by GWC to expect my car but they hadn't received it. I left a message for [redacted], the one who told me that he was moving it. I then received a call from someone that I had never spoken to before ([redacted]), regarding my claim. He told me very condescendingly that GWC can't move my car and that I had to do it because it's my car. I am now furious. Yet another delay due to either incompetence or deliberate tactics to continue the ridiculous game of frustration in hopes that I give up on my claim. Well, they partly won. Since my father was told by yet another person ([redacted]) that my transmission was being ordered (this is after [redacted] told him that my transmission was sitting at the new repair shop, of which I confirmed with the shop, it was not), he lent me the money to pay for the repairs so I could finally get my car back and return the truck that I borrowed from my uncle under the agreement of $25.00 per day for use. I now have an IOU with my Uncle for $375.00. There is absolutely NO reason that I should have been without my car for more than 8 days tops! When I authorized my mechanic to go ahead and order the transmission, I had it back in 4 days! I pray to God that I never have to file another claim with GWC Warranty! I am currently preparing my lawsuit for small claims court.Desired Settlement: I would like GWC Warranty to be honest and make good on my claim by reimbursing me, the repair costs of $2108.44 and my rental car fees of $375.00. The above is only a brief summary of the frustration that I endured during the entire 24.5 day process. Although that number should speak for itself. I may still be without my car today had I not paid for it out of pocket. I have all the names, dates and conversations as well as witnesses to testify on my behalf at court if they should so choose. Hopefully someone that cares will see that this matter is rectified and handled appropriately and that all parties involved with my claim at GWC Warranty are reprimanded for their lack of knowledge and caring.

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 authorized transmission replacement based

on a serviceable used unit. The repair facility the customer had chose informed

GWC that they do not work with, or install used replacement parts.

GWC warranty had provided the customer with another repair

facility to perform the transmission repairs. The customer had decided not to

move the vehicle and have it repaired at the shop of her choosing.

GWC warranty did have a repair total of $1151.15 available

for the transmission repairs. The customer can submit their invoice to GWC for reimbursement

of that amount.

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: Due to the fact that I was lied to numerous times therefore not knowing if they would continue to give me the run around at the shop of their choosing, I was forced to take matters into my own hands and pay for the repairs myself. GWC Warranty must feel that a customer being without their vehicle for 20 days is acceptable. It wasn't going to end at 20 days either. How was I to know that they were really going to order the transmission this time? The fact is, I didn't. I had been told that the transmission was ordered and then not ordered, then ordered and so on and so forth. Nothing that GWC Warranty said or did, led me to believe that they would do what they claimed they would do. In fact, it was quite the opposite. Obviously after being lied to numerous times, I can longer trust their word. If GWC Warranty does not wish to make good on the warranty that I purchased and pay the repair costs that I had to incur due to their clear and deliberate run around tactics, then I will see them in court. I will also be filing for rental car reimbursement, something that they completely forgot to mention in their reply.

Review: I contacted customer service to discuss a claim made and their failure to cover a portion of the claim. The customer service agent refused to allow me to speak with a supervisor, and then disconnected the call without warning. I called again and was again denied the ability to speak with a supervisor at that time.Desired Settlement: I would like them to cover the entire cost of the repair, including all labor and services included with the repair.

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.

GWC warranty does have a Management request procedure in

place. The client would not accept our procedure for a contact back from Management.

I urge the customer to contact me directly if they do have any further concerns

or questions. My contact information is listed below.

The claim in question was approved in accordance with the

terms of the vehicle service contract regarding parts and labor coverage. The

customer is responsible for any charges not addressed under the coverage listed

on the vehicle 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]

###-###-#### x[redacted]

Claims

Department

Review: I purchased a used vehicle with a GWC warranty. I recently am having a problem and they are not fixing the vehicle per the recommendation of 2 different auto repair shops 1 of which is the ** Dealer service dept and the other which is GWC "preferred vender". If fact their preferred vender said that they would not be involved with purchasing the used transmission as it is not an industry standard to replace a 2008 [redacted] transmission with a used unit since it is a sealed non-serviceable unit. Further more after being told that I would only responsible for the $100 ded and cost of fluid by the GWC (Mike) adjuster now I am being told that I will be responsible for towing back to ** for computer programming and the cost of the reprogramming as well as a portion of labor from their "preferred facility" because GWC will not cover their full hourly rate, All of this is involved in cost as a result if them wanting to use the used tranny and not follow the guidelines of the manufacture (VW). If this is not dealt with to my liking I fully intend to move forward with suit against this company for false and misleading advertisement as well as not disclosing the limits as stated above on the contract plus the cost of my time and being with out a vehicle.

I purchased this warranty to protect me against issues like this and to make sure that I would have a vehicle that is reliable for my wife and children to be in.Desired Settlement: I wish the job to be completed to the industry standard for this vehicle which based on the recommendation of both shops either rebuild or replace the tranny with a remanufactured unit.

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 has approved the transmission replacement claim

in accordance with the terms of the vehicle service contract regarding parts

and labor coverage. GWC warranty did offer to supply a serviceable used

replacement transmission and provide coverage for the replacement labor as

indicated by the [redacted] labor guide.

The computer reprogramming, fluids, filters, and shop

supplies are not listed for coverage in the terms of this vehicle 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 Patrick

Claims

Department

Review: Purchased a used 2003 BMW 325xi with a Warranty through GWC on 03/26/13. As of now they have not wanted to cover a repair or want to pay so little towards the repair it's a joke.

First one was a window reulator I wanted to get done at the BMW dealer. They only wanted to pay $60.00 per hour labor, saying that is the national average, Well I don't know about you,. but you would be hard pressed to find any shop, dealer or independant shop that chaarges anything less then $89.00 per hour. They also would only pay 2 hr.s on a 3.5 hr repair, saying they know better then a BMW dealer how long it takes to fix something is just riduculas.

My second attempe to get something repairs was the front CV boot and half axle. Denied completly, saying since CV boot was torn they would not cover it, but in my contact which I will quote word for word., "DRIVE AXLE, all internallyt lubicated parts; drive axle housing; ring and pinion gears; spider gears & side gears, bearings; bushings; spacers; yokes; axle shafts; carrier bearing; universal joints; center support bearings;CV joints(provided the boots are not torn or damages), ( Exclusions are CV Joint Boots) If I understand english, which I do, an Exclusion after a sentence means it's excluded from that statment. But yet they denied the claim. I know it all just contract language, but come on. It's just a way of them getting out of paying anything. This should be covered, CV joints rarly ever go bad unless the boot leaks out the greese.

I paid $1551.50 for this 2 year 24,000 mile warranty and I can already see it's not going to cover anything it states. GWC will alway come up with some conttact loop hole to avoid payment.Desired Settlement: I would like a full refund, minus the $65.00 they paid out of $833.00 bill I had to pay to get the car repaired.

Thank-you, [redacted]

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 authorized the prior repair claims in accordance with the parts and labor coverage outlined in the terms of the vehicle service contract.

In regards to the cv boot referenced, the contract specifically excludes coverage of the cv boots in the response provided by the customer.

With regard to cancellation, only those vehicles that are validly repossessed by the lien holder or declared total loss by the insurance company insuring the vehicle qualify for a pro-rated refund. If any of these conditions apply, the claimant is encouraged to submit a request for cancellation through the selling dealer of the vehicle and service contract.

I have attached a copy of the vehicle service contract and the customer’s signed application for reference.

If you have any questions at all, please do not hesitate to contact me again.

GWC Warranty Corporation

Review: I am currently in contract with GWC warranty. GWC referred me to a licensed mechanic on Monday, October 7th for a repair. One of the repairs was a drive shaft. GWC mailed (3-4 days) a used drive shaft to the shop responsible for the repairs. Upon receiving the used drive shaft the mechanic noticed the horrible and unsafe condition the drive shaft was in and refused to put it on my car. They contacted GWC as I did and GWC stated they would send another drive shaft via mail (another 3-4 days). Upon receiving the second used drive shaft sent by GWC the mechanic again refused to put the drive shaft because of it's inferior and unsafe condition. I requested GWC send a new drive shaft from the beginning. **, GWC claims manager refused! He rudely suggested if I wanted a new drive shaft to pay the difference for the new part. Due to the unreasonable and excessive delay in repair completion due to GWC sending less than safe car parts I have accumulated a rental car bill of $467.90. They have agreed to only cover $280 of my rental car expenses (60%) despite the fact their lack of concern for consumers safety has cost me well over that. The warranty GWC provides is falsely advertised. It's advertisement states Don't Worry, Just Drive. I am devasted by GWC's efforts to not honor the contract agreement. To date I still do not have my car. I requested to speak with someone above the claims manager to express my concerns and was denied by customer service needless to say, they failed to provide me with assistance.Desired Settlement: To be fully compensated for rental car expenses and for GWC to send a brand new drive shaft to the shop to complete the repairs.

Business

Response:

Reference: Complaint # [redacted] – [redacted]

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

I have reviewed the customer’s statement of the problem and the claim details associated. The vehicle service contract addresses the rental reimbursement and parts coverage specifically as follows;

• RENTAL CAR COVERAGE: In the event that a Covered Repair requires repair facility labor in excess of eight (8) hours, We will provide rental car reimbursement of no more than thirty-five dollars ($35.00) per day for a total of no more than five (5) days. Delays caused by unavailability of parts, shipping, and repair facility schedules, or other factors do not qualify for rental car reimbursement.

Review: I recently had a breakdown on my car in which the problem was somewhat difficult to identify. I contacted GWC after paying for my own towing to have my car repaired. They referred me to one auto mechanic who stated my problem was the transmission. GWC then told the mechanic they would have to send out an inspector before authorizing the repair. They then told me they would not cover that and I need to take the car to Dodge for repair. I took the car to Dodge and they stated the car didn't need a transmission but needed a camshaft, crankshaft and a ABS torque converter. I returned the car to the GWC referred dealership and had to pay out of my own pocket for parts my warranty was supposed to cover. The car was stil running bad and I notified GWC that the mechanic said it was the PCM, timing belt and water pump that could be the problem but the mechanic didn't do engine work. I notified GWC of this issue and they referred my to another mechanic. He confirmed this was the problem and contacted GWC who stated they won't cover the repair. I was then told that I would be responsible for the diagnostic fees since they don't cover engine work because I have a Dodge warranty also. If I known it was my engine that was the issue I would of never contacted them for help. I feel that GWC sent me from shop to shop to find out what was wrong with the car just so they could say they don't cover the repair.Desired Settlement: I would like GWC to at least refund me for the $190 in diagnostic test fees and for the parts valued at $28.00. The car will be repaired by Dodge and I will owe them $75.00 in diagnostic fees.

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 our contract details.

The contract addresses the

customer’s concern as follows;

Review: bought an extended warranty for my [redacted]. I sold it one year later. I called for a refund and they would not return the unused potion of the warranty. My dealer tried to help as well but they will not refund any money or even transfer to my currant car.Desired Settlement: I just want them to refund the unused portion of my 4 year 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 contract details associated. The vehicle service contract addresses

cancellations and refunds 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 above conditions for cancellation were not met;

therefore the vehicle service contract would not be eligible for a refund.

I have attached a copy of the contract application for

review.

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

contact me again.

GWC Warranty Corporation

Joe P[redacted]

Claims

Department

ext. [redacted]

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 do now understand what the cancelation of the warrante is, but there is also a some thing about being fair to customers. I bought this service, sold my car after I year and never used it one time. I sold my car and now I find out there is no refunds for or transfers. I was very hesitant about purchasing this to start. I guess I had a good reason to feel that way. If this is the only satisfaction I get, I will never purchase another warrante for any product for any reason. This is a complete rip off. GWC could be fair.

Regards,

Review: My husband purchased an extended warranty for my 2009 [redacted] when he purchased the car 11/20/13, and after five months of use of the vehicle the transmission was gone. I contacted GWC Warranty and followed all protocol for claims. GWC Warranty told [redacted] dealership that they would only pay $3800.00 even though [redacted]'s bill was for $7,000. So,I picked my vehicle up from [redacted] and drove it to to A-1 Transmission and they provided GWC Warranty with a estimate of $3,100.00 for labor and parts. Now, GWC Warranty is stating they will only pay $1700.00. How is it that literally 3 days before the company was going to pay $3800 and now it only wants to pay $1700? GWC Warranty is full of [redacted] and tries to avoid honoring its own contract.Desired Settlement: I want GWC Warranty to honor its own contract and pay $3100.00 for the transmission that is covered under my comprehensive 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. GWC warranty has approved a transmission repair claim totaling $2100.00 on May 13th 2014. The claim was approved in accordance with the terms of the vehicle service contract regarding parts 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 a used car and purchased a warranty with it. my vehicle had broke and I talk to the warranty company and they said they would get my car fixed and have me driving it soon. it has been 8 days at a garage no work has been done because the warranty company wouldn't authorize it until they had a exact problem. the mechanic at the garage told them what was wrong with it and gave them the diagnostics the second day it was there. The warranty company then sent out a inspector to check it out. Now the warranty company wants the garage to take out the transmission and then have another inspector come out before they even pay for a transmission. that's means I have to wait for them to send out a inspector and then send payment to order a new part and then have to wait for the transmission to come in. I paid for a warranty not run a round I would have never bought it if they would have told me it would take longer than a week to even get approved .They should just have there own repair facility so things can be done faster. I was also told when I purchased the warranty I can have my car fixed at any facility I choose and the people I talked to from gwc warranty keep trying to tell me to take my car to another facility in Nanticoke. I have had all my vehicles fixed at the garage where my car is and I trust them with fixing my car. I now have to pay out of my pocket to get my car fixed so I may drive it.Desired Settlement: I want a refund of my out of pocket costs for a new transmission and labor, and also a refund of my warranty I paid for

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 the claim details associated. GWC warranty did have an independent inspection completed and determined there would be further diagnosis needed prior to authorization. The customer and the repair shop were informed of the additional diagnostics required prior to repair authorization.

GWC warranty did provide the customer with local repair shops to have that additional diagnosis performed if needed.

GWC warranty would advise the customer to not have any repairs completed prior to an authorization number being issued.

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: sent car in for repair at approved shop for power steering pump failure, leaking again within 3 days. refused to let different shop fix. addiotnally then air conditioning went out and submitted repair order with no response.Desired Settlement: my shop paid to repair air conditioning and power steering pump and remimbursement for time lost of vehicle use.

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 an air conditioning repair claim 12/30/13 and then again 2/20/14 at another repair shop. The repair shop would need to submit the repair invoices to GWC warranty for payment by fax.

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

I had a customer that was on vacation in SC who broke down and called me in a panic with her kids in the car at the resort. I told her to call GWC. GWC told her the garage to take it to and it was fixed within 24 hours. It didn’t even impact her vacation.

Review: I purchased a used vehicle protection plan from GWC in May of 2012 for a 2009 [redacted]. Contract #[redacted] The vehicle's front right and left side axle seals were replace by [redacted] in [redacted], MA on 1/10/2014 as the vehicle was dripping transmission fluid. GWC does not cover this repair and was not billed for this service. The mileage on the vehicle for this repair was 97,808. The vehicle, while still under warranty, was brought to [redacted] in [redacted], MA on 3/20/2014 as it was once again leaking transmission fluid. (Claim #[redacted]) The approximate mileage at the time was 99,242. [redacted] informed GWC that since the axle seals had just been been replaced in January that both front axles should be replaced in order to remedy the situation. GWC agreed to this repair and it was performed as soon as the axle assemblies which were ordered arrived at the shop. The total cost of this repair, parts and labor, not including tax was $524.67. GWC paid [redacted] $177.11. How GWC arrived at this figure is a mystery to me. I was never given an itemized invoice from anyone as to how the payment of $177.11 was determined. This is a covered repair under my plan and is unacceptable to me and I would like full payment made to me. I paid the $100.00 deductible for this repair as was required. The axles continued to leak and GWC directed [redacted] to have my vehicle towed to [redacted] in [redacted], MA on 3/26/2014 in order to identify the persistent problem. [redacted] diagnosed the vehicle as needing a transfer case. GWC authorized this work and the vehicle was repaired. I picked the vehicle up on 4/2/2014. The total for this repair less tax for parts and labor was $437.36 and I paid $136.40. Once again no invoice was supplied by GWC and once again I paid the $100.00 deductible. I was without my vehicle from March 20, 2014 to April 2, 2014 a total of 14 days. I was forced to pay two deductibles for the same repair problem for

a total of $200.00 which is unacceptable. I spoke to GWC on several occasions during this process and was never given a satisfactory answer as to total charges and why I was paying two deductibles. I asked if they could authorize a rental car considering how long the repair was taking and was told know because the "labor at both shops did not exceed 8 hours". I documented all calls to GWC and the last time I called, 4/8/14, I was assured that a manager would call me the next day which never happened.Desired Settlement: I would like $100.00 returned to me for paying a second deductible and I would like $299.42 returned to me for the difference GWC paid to [redacted], $476.53 minus their payment of $177.11.

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 claims details associated. GWC warranty had approved both repair claims

noted by the customer in accordance with the terms of the vehicle service

contract. The deductible payment is outlined specifically as follows;

• Deductible

means the amount

that You will need to pay per repair

visit, as determined by the selection You made on the face of this Contract

Application.

I regards to the rental reimbursement coverage, the terms

are outlined as follows;

• RENTAL CAR COVERAGE: In the event that a Covered

Repair requires

repair facility labor in excess of eight (8) hours, We

will provide

rental car reimbursement of no more than thirty-five dollars ($35.00) per day

for a total of no more than five (5) days. Delays caused by unavailability of

parts, shipping, and repair facility schedules, or other factors do not qualify

for rental car reimbursement. Not available on Powertrain.

The repair claims in question did not meet the labor

requirements for 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

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 did not ask for reimbursment for the rental car in my complaint. I was stating a fact that I did not have a car for the period of 3/20/2014 to 4/2/2014. The repairs were not two distinct problems and GWC wanted the vehicle towed from [redacted] to Aamco Transmission. It is unfair for me to pay two deductables for the same problem considering I was never in control of the vehicle. I was TOLD where it was being sent to finish the repair. Once again, I am asking for $100.00 dollars to be refunded to me for the second deductable. ([redacted] could and would have been able to repair the transfer case without towing it to Aamco.) Secondly, there is no mention of the $299.42 that I asked for in the original complaint which is the difference I paid to [redacted]. I don't know how GWC only paid $177.11 to [redacted] for their repair cost of $476.53 leaving me owing the $299.42. The replacement of the front axles by [redacted] was and is a covered repair. In conclusion, I am asking for a cash refund of $100.00 for the second deductable that I paid and $299.42 for the [redacted] bill that I paid.

Regards,[redacted]

Business

Response:

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

This is in response to the additional information requested.

The contract holder had a claim initiated 3/10/14 at

[redacted] for a reported failure to both front axle shafts causing a

fluid leak. GWC warranty had approved that repair in accordance with the terms

of the vehicle service contract.

The contract holder had a second claim initiated 3/26/14

from [redacted] for an internal transfer case failure. They stated

they do not perform internal repairs to that unit and would have to refer the

customer elsewhere. GWC had provided a referral to a preferred repair facility

if the customer chose that option for the repairs.

These were two separate repair claims that carry a

deductible charge for each claim.

I have attached the contract application with prior

correspondence.

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:

It is beginning to be quite obvious that GWC has not intention of answering the questions tht I have asked in these correspondences. There was never an invoice supplied showing how the figures for a "covered repair" were computed and how they arrived at my out of pocket expenses. As I have stated previously [redacted] could have performed the repair on the transfer case. As far as the deductables, once again, GWC could care less that the repair(s) performed were for the same problem which was leakage from the transmission area. I am dissapointed with the way in which this has been handled and to rate this company A+ by the Revdex.com is ludacris. They do answer the complaints but they don't answer the specifics of the complaints. To constantly refer me to the contract has been demeaning. I can read and have read the contract. Maybe GWC could supply invoices to their customers so they know why they aren't paying the full cost of "covered repairs." GWC did not pay the full cost of my "covered repair" and they should be ashamed of themselves for their misrepresentation. So, in closing, please do not reply to this rejection as I am sick of not having my direct questions answered. I will just chalk this up as a learning experience. GWC's motto, "Don"t worry, just drive" is a hook. There is plenty to worry about when dealing with this company. Regards,[redacted]