GWC Warranty Corporation

Review: This company has denied several repair costs not just to myself but many others I know. Not fair to the consumer at all. If they sell the extended warranty coverage & expect full payment upon consumer selecting this type of coverage then I believe all repairs should be covered for the term of the policy.Desired Settlement: Reimburse me for repairs done to covered car under 100,000 miles.

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 approved 3 repair claims totaling $3,174.25 on this vehicle service contract to date.

The customer is urged to contact our customer service department with any specific coverage questions.

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: August 20,
GWC Warranty
P.OBox [redacted], PA
To GWC Management:
I purchased a pre-owned [redacted] from a dealership in [redacted] Township, MI in November Upon test driving the vehicle, we were concerned about purchasing a preowned vehicle since I was previously in a lease and never needed to worry about maintenanceThe staff at the dealership knew our concerns and assured us that if we considered purchasing the warranty through GWC that we would be covered if there were any problemsWe did purchase a 2yr/24,mile warranty on the vehicle, Contract No: [redacted], as it was worth the great peace of mind that we were assured that GWC would offer to us
In the spring 2014, we noticed that the steering was becoming a serious issue as I was not able to turn the steering wheel several times while driving and the car was making an incredible amount of noiseWe immediately called GWC in May to get the name and location of a mechanic and garage close to our home to take the vehicle in and get necessary repairs – we were advised that [redacted] in [redacted], MI would be our best optionWe took our vehicle in to [redacted] and they determined that the power steering pump, rack and pinion needed to be replaced and the work was completed and we picked up the vehicle on May and paid $that included the deductible and taxesThe vehicle worked well for a couple of weeks and then we noticed additional noises when driving the vehicle especially while steeringTherefore we took our vehicle back to [redacted] in June and it was held for additional time and then the manager, Rick Nolan, called to inform us that we could pick it up again because what was wrong was that something was not completed properly by their mechanic "as that was not his specialty" and he apologized for the inconvenienceThe vehicle then operated well for an additional few weeks and then in July the steering and noises made by the vehicle were identical to the issues that occurred in MayAgain, we took it back to [redacted] and they said the steering pump needed to be changed (the one that was apparently installed just several weeks prior)At that time, we were extremely concerned that this location was not able to fix our vehicle properly and called GWC to get another location a part of their network to take our vehicle to for inspectionAll of this was not documented by GWC and they did not express any concern for the amount of time, resources and stress this caused on being without a vehicle and not being able to trust the work completed by the garage referred to us by GWC
GWC manager, Joe P[redacted] said that it was an issue that the garage in [redacted] would need to take care of since GWC paid them to fix it in May and that the parts were under warranty despite our sincere concerns that we could no longer trust themWe were extremely hesitant to return our vehicle to this location for a third time but tried to follow the "rules" of GWC and reluctantly returned to have the steering pump replaced for a second time
After a couple of weeks, the vehicle once again displayed signs of issues with the steering and we did take our vehicle to the other location referred to us through GWC[redacted] in [redacted], MI inspected the vehicle and then told me that the parts used by [redacted] to correct the steering issues were not new but "used" and that was probably some of the reasons why it was not fixed correctly
Page of – Continued
[redacted] – Page of
At this point, I wanted another garage to do the repair work but [redacted] insisted it return to [redacted] despite all of the issues I tried to explain to him we went through and there was no longer any confidence in their work – he said that is "not our (GWC's) problem" and I assured him that it was since that was a location that they referred to meIt was also a huge concern that I was receiving conflicting information from two different garages referred by GWC and to my knowledge, there are no GWC representatives in this region or even the State of Michigan that could be contacted to verify information for the warranty company located out-of-state on the status and condition of vehicleThere needs to be checks and balances with the warranty company and the information that is coming from the various garages that contract through them and provide some type of certainty on the quality of work being done
There was such an immense sense of helplessness with the situation and what was even more of a concern is that GWC continued to insist it was not their issue but American Transmission's issue in [redacted], MII asked Joe how many times I would need to take my vehicle back to a location with the same issue before the warranty company would apologize for the huge inconvenience and approve another garage to complete the work needed on the vehicle to ensure my safety and the credibility of their mechanics
GWC should consider a type of ‘cost recovery policy' by the garages that contract to complete services on behalf of GWC if the work is not adequate after the second visit to a single location (much less four visits)On the fourth and final visit to [redacted] in August I was without my vehicle for approximately two weeks while they determined why their work on the vehicle was not solving the problemAfter I few days, I received a call informing me that [redacted] in [redacted] took my vehicle to another location in [redacted] City, MI and they would handle it
After a week I called the [redacted] location back and said I just want my car back and that we would pick it up the following day in the morningThe manager of [redacted] in [redacted] was completely unprofessional and asked me "why are you bothering me about your vehicle" and he wanted nothing to do with it and pushed the problem off to the [redacted] City location[redacted] in [redacted] also did not seem to think that they should be held accountable for the vehicle being fixed properly or even have the vehicle in their possession so I could retrieve it
There was an excessive amount of wear and tear on the vehicle as the [redacted] location drove it around trying to figure out what else they could do to it as well as driving it to another location when they determined they no longer wanted to (or could) help fix the vehicleI was without my car for a combined amount of days adding up to over a month and therefore, paid a car payment on the vehicle when it was not even in my possessionFinally, when I received the vehicle back it was completely out of gas and the condition on the interior was filthy with grease and dirt and the exterior had a couple of marks on the outside doors
The experience with GWC, and their referred location of [redacted] in [redacted], MI, was unfortunately the worst customer-service experience I have ever had with a companyWhat was most concerning is that in multiple phone conversations with GWC there was never a sense of understanding or concern about the situation that I was in due to the fact that my business with [redacted] was because of GWC telling me to take my vehicle thereThere was also never a question on how GWC could improve the process of warranty redemption or contact with their customers and the level and quality of the service they are receivingIt is management's responsibility to determine how to improve the process and provide assurance to their customers that they are trustworthyIn the future, a warranty through GWC will never be an incentive to me to purchase a vehicleI hope that GWC management will take time to consider ways to improve their process based on my personal experience
Sincerely,
Cc: Revdex.comDesired Settlement: My goal is for GWC to reevaluate the warranty redemption process as indicated in the letter if a particular location does not fix the issue after two visitsAlso, I paid a car payment and insurance on the vehicle for an entire month of not being able to drive it (approximately $combined between loan pymt and insurance)Had to get the car cleaned on the inside to remove grease from the garage(s) and fill up my gas tank due to their staff driving it around and also to and from another location that they took my vehicle to without my permission (combined cost of cleaning and gas $100)Also, there was the initial payment to the garage for $The damage on the body of the vehicle on the doors on either side I have not received an estimate on the repair for the body work
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
I have noted the customer's suggestions regarding their
concern with our warranty processes and procedures
The additional charges referenced would not be items
reimbursed under the coverage terms of 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]
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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]I appreciate GWC responding to the letter I sent to the Revdex.com as they did not respond to my letter directly to me
I am rejecting this response because: it appears that GWC management still does not understand that I was without my vehicle for an entire month's time due to the fact that MrP[redacted] insisted I keep returning (four times) to the location that GWC recommended even though the location was not able to or equipped to handle the problemAlso, the location that MrP[redacted] insisted I keep returning to took my vehicle (without permission) to another location which was resulted in excessive wear and tareThere is no accountability on GWC's end for the companies (garages) that they refer their customers (warranty holder/purchases) to which is unfortunate and poor customer serviceCustomer service is determined on how a company treats their customers and provides a "service" - the service obtained through GWC's garage was completely unprofessional and inadequate and instead of GWC ensuring that the service and work needed on the vehicle was handled properly insisted I return to a location that was no longer trustworthy or even capable to perform the work that the contract covers as is noted by the attachment
Regards,
Business
Response:
Reference: Complaint # [redacted] – [redacted] – Rejection
Response
I have reviewed the customer's rejection of our
response
The customer was referred to contact the repair shop that
completed the power steering system repairs due to pending warranty on the
repair work completed thereAny concerns with the workmanship of these repairs
would need to be addressed with the repair shop directly
As stated in prior correspondence, I have noted the
customer's suggestions regarding their concern with our warranty processes and
shop referrals
The contract application was attached with prior response
If you have any questions at all, please do not hesitate to
contact me again
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
It is unfortunate that GWC warranty does not prioritize their customer service experienceThat was proven by the company not accepting ownership of the fact that the location they referred/required me to go to take my car for repairs covered under their warranty was unable and unwilling to complete the repairs (on a few occasions)I understand that customer service is not a priority for GWC and they do not believe they should be held accountable for the terrible experience in working with their company and trying to resolve vehicle issues covered by their warranty that I purchased from them
Regards,

Review: I purchased a used car about 5 months ago in which it came with a used car warranty bought from the company in question(GWC Warranty Coporation) and now that my car needs the repairs they will not cover it. I brought my vehicle to an authorized [redacted] Dealership as I drive 2007 [redacted] for a transmission concern, my car now has a whining noise in first gear and sporadically surges in all gears. After authorizing diagnosis out of my own pocket(which their contract states they will cover up to one hour on covered parts) the dealership came back with the diagnosis that my vehicle needs a new transmission due to [redacted] as a company not allowing these transmissions to be rebuilt(they are a sealed unit. The dealership went above and beyond their duties to try and get this covered by spending well over 4 hours diagnosing this concern. The dealership removed the oil and found an excess of metal particles all throughout the oil and pan, removed the transmission filter and again found excess metal in the filter and oil, performed an electronic scan of all computers in car which shows the transmission as being faulty, and then even opened a technical assistance ticket to their engineers which they agreed that car needs a complete transmssion as well. I have pictures of metal inside the transmission pan and filter, copy of the transmission DTC fault code, and a copy of the techincal case they opened with volkswagen. I have tried to resolve this by having their manager(GWC Warranty) talk to the dealerships service manager and from what I could hear the dealerships manager got the same response and terrrible attitude. So now basically I owe the dealership money right now for the diagnosis and they want me to take it to another repair shop to pay even more diagnosis and have the transmission disassembled but as I stated it is a sealed unit and [redacted] doesn't even offer parts to repair the internals of the transmission, so now how is that going fix or solve any concerns if another shop disassembles the transmission and finds out that they can't get the parts anyways and have to replace the complete transmission. Also they are expecting me to pay for this tear down of the transmssion which is at least 6 hours of labor before that other shop will tell me again what I already know which is it needs a complete transmsion and the parts aren't available anyways. I just feel as if they are giving the run around as what better place to bring your car too then a factory dealership and especially if they are willing to contact thier engineeers to get better diagnosis and also the manager of the warranty company told me that the dealership was too exspensive anyways at $120 per hour labor rate and they would rather only pay for a shop with a labor rate of $75 per hour labor rate so what did I do, only talk the service manager at the dealership and he just wants this to be resolved so he was willing to even discount the labor down to $75 per hour for me just on this repair. Bottom line is that after reviewing the complete contract of the used car warranty they are in breach of contract because in no place within this contract does it states that I have to bring my car to a specific repair shop, or find a shop that is less exspensive then most, and it also says on the contract that my transmission is clearly covered. And again I have all paperwork from the dealership that includes, pictures of the transmission partially disassembled with metal particles inside it, proof that [redacted] does not offer any parts to rebuild my specific transmission, proof that the [redacted] engineers agree that the fix is a transmission replacement by having a copy of the technical assistance case the dealership opened up, and proof from my service contract that a complete transmission is a covered repair.Desired Settlement: I want my car to be fixed right and not have the thought in the back of mind of "is this car really fixed" while not paying out of my own pocket, what is the sense of having this warranty if they just rip you offf anyways. Hopefully they will actually see this and repsond to this because if not I will have to seek legal help which I have already contacted and had my lawyer review the situation

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 August

27, 2014 to document and verify the reported transmission concern. The inspection had shown multiple

modifications to the vehicle not permitted per the terms of the vehicle service

contract. The service contract addresses modification 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.

• Vehicles

altered or customized by You or with Your knowledge beyond original factory

specification, including but not limited to, oversized and undersized tires,

lowered suspensions, raised suspensions (unless surcharge is paid), or frame

kits.

• Aftermarket accessories or

non-original equipment not installed by the Vehicle Manufacturer while owned by

You.

The customer does have a lowered suspension, undersized

tires, aftermarket engine air intake, and aftermarket turbocharger recirculation

valve. Those modifications void the vehicle service contract 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

Joe P[redacted]

Claims

Department

Review: I HAVE A WARRANTY FOR MY 2008 CHRYSER 300 I BOUGHT USED I PURCHASED THE WARRANTY THE DAY I PURCHASED THE CAR . I HAD A PROBLEM WITH MY ROCKER ARMS IN THE ENGINE TOOK IT TO A CHRYSLER MECHANIC AND MY WARRANTY COVERS IT BUT THE WARRANTY COMPANY DOES NOT WANT TO PAY EVEN FOR HALF THE WORK EVENTHOUGH THE WARRANTY COVERS IT. I SPOKE WITH [redacted] IN THE CLAIMS DEPARTMENT AT [redacted] AT GWC WARRANTY HE WONT PAY THE 1000.00 COST ONLY 493.00 NOT EVEN HALF IM IN SHOCK I PAID OVER 2000 DOLARS FOR THIS WARRANTY WHAT A RIPOFF.Desired Settlement: PLEASE HAVE THEM PAY THE WHOLE COST FOR THE REPAIRS TO MY CAR MINUS MY 100.00 DOLLAR DEDUCTIBLE OR REFUND THE FULL VALUE OF MY WARRANTY OVER 2000.00 DOLLARS AND I WILL FIND A LEGIT COMPANY.

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 claimant was informed of our coverage based on the

vehicle service contract terms. The repair facility chosen by the customer has

charges above the terms of the contract for the required parts and labor needed

for the repairs. GWC warranty has provided authorization towards the required

repairs in accordance with the terms and conditions of the contract.

In regards to contract cancellation and refund, the contract

addresses this as follows;

13. CANCELLATION(S) AND REFUND(S):

Review: Took the truck to a large dealer and they told me it was unsafe to drive that was on a Monday afternoon had to rent a car to get back and forth to work. On Thursday afternoon the claim was approved not all the work that needed fixed. 4 different people RUSS, MARIE,SCOTT and CHRIS told me a car rental would be approved for 5 day. Then I talked to the manager from GWC his name was Joe at ext. [redacted] was rude, nasty and should never have a manager job he was a waste of my time just speaking to him. He then tells me the rental car would not be approved however it is in my contract. The labor was not over 8 hours but until they made a descision it was 4 days.Desired Settlement: Manager will not approve the 35 dollars a day on the rental car after 4 of his staff agreed to pay.

Business

Response:

Reference: Complaint # [redacted] – [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

customer requested a contact from management regarding concerns she had with a

repair claim initiated December 15, 2014. I spoke with the customer regarding

the coverage and informed that the rental requirements were not met. The

service contract addresses rental coverage requirements 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.

The repair claim was approved for 6.2 hours of total labor according

to the [redacted] labor guide, and did not meet the 8 hour minimum requirement.

I also apologize for any communications that may have been construed

as rude or nasty between the customer and GWC warranty, as that was not the

intent.

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: We were told on 12/15/2014 by [redacted] that the truck was unsafe to drive off the lot that was on a Monday. A descision was not made final until Thursday which was 4 days later by GWC. Work started on Friday and completed on Friday causing me to rent a car for work for 5 days total sum of 305.00. This was a delay with GWC and [redacted]s not my fault. I should be reimbursted the $35.00 for 5 days = $175.00.Regards,[redacted]

Business

Response:

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

– Rejection response

I have reviewed the customer’s rejection of our response.

As stated in prior correspondence, the claim in question did

not meet the requirements for rental reimbursement.

A copy of the vehicle service contract and terms was

attached with initial response.

If you have any

questions at all, please do not hesitate to contact me again.

GWC Warranty Corporation

Joe P[redacted]

Claims

Department

Review: Advertised the warranty and list of all benefits. Was lead to believe I would be taking care of if the warranty was purchased. Car had issues, attempt to use the said warranty for car rental. I was denied services because of unforseen details that are not or were not explained. Another occasion warrant failed to cover motor mounts due to hidden clause, not explained nor expressed by warranty company. Advertised to "Just Drive". However I have been spending a lot of money as if I haven't bought a warranty. Warranty company spends minimum amount. Asked for a refund, clause curtailed the refund. The desired outcome is to edify and inform the consumers of this crafty warranty, that will not cover any cost and all expenses are very costly to consumers. The warranty is not effective and will not have a beneficial outcome to consumers. Representatives are rude and very defensive. Rep's are also crafty in explanations of denying services. Will send you through a phone loop exhausting all of the resources to keep your money while emotionally draining the consumer. Warranty come has all bases covered and foes not have the backing for consumers.Desired Settlement: Give me my money back all.of it so that I can get a warranty that actually works.

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 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 the above conditions for cancellation are met, the customer

is urged to contact the selling dealer in regards to submitting a cancellation

request.

I have attached a copy of the contract application for

review.

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

contact me again.

GWC Warranty Corporation

Joe P[redacted]

Claims

Department

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 feel as though I am.being robbed. I don't know what the dealer paid, and it seems as long as I am on the outside of the deal I will receive the lesser amount. I paid close to a thousand dollars in repairs already. They have paid the lesser amount. Plus 100 dollars each time in deductibles. No rental cars when my car was down, so add cab fair to and from work. None of those fine details were explained to me. The warranty blames the dealer. ..The dealer blames the warranty???...Just please refund my money already. This has been a snake pitted nightmare. And I don't see climbing in the middle of these two companies as a resolve. So, if I may? I humbly decline and respectfully ask for my money back. This is a real trivia as to who the has culprit schema. I just would appreciate my money back and a way out of this game of words with this warranty. Hit the the reset button with the next unsuspecting customers. I respect your decision to make an effort to keep the game going. But my life is moving full speed. And I need all my money to keep in perspective of all that it entails. Thank you but. ..refund please..No more word games and frustration with loops of people saying the same thing a different way. No more please!

Best Regards,

Business

Response:

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

Rejection Response

I have reviewed the customer’s rejection response.

The prior correspondence outlined the terms and procedures

for cancellation and refund.

The customer is urged to contact the selling dealer in regards

to submitting a cancellation request.

I have attached a copy of 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

Review: My problem is very simple. I purchased a warranty through my local car dealer when I purchased a 2004 [redacted] pickup in August 2013. I was charged $1295.00 for a 3 year 36,500 mile warranty. Since then I have had to pay out of pocket for right front wheel bearing (12-13) , egr valve , camshaft sensor and cranshaft sensor (3-14) and now a left front wheel bearing this week. I contacted the warranty company who claims they dont pay for factory new parts. They also state the warranty is not refundable which my contract does not state.Desired Settlement: I want my money , $1295.00 refunded immediately. The warranty pays for nothing and they claim I cant have it worked on at a [redacted] dealerahip , and aftermarket parts must be used. The warranty contract is written in a fashion so it pays for notjing and I want my money refunded asap. The fact you dont get a contract until after the purchase is ridiculous to begin with , you have no idea what's actually 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 of the problem and the desired outcome. The vehicle service contract addresses cancellation and refund specifically as follows;

13. CANCELLATION(S) AND REFUND(S):

Review: We as a dealer sell extended warranties to our customers and trust that the warranty company, which in this case is GWC Warranty, will honor what they say and that is cover your vehicle as soon as you drive off the lot. Unfortunately, that is not true and this particular case we had a customer purchase the warranty and she ended up buying a very nice 06 [redacted] with the last six of the vin [redacted] and she had some issues a few weeks later nearly 500 miles down the road me a claim through GWC. GWC then sent an "inspector" to duplicate the issue in-which they did and confirmed the issue; however, a concern came up when the car was at the mechanics shop and the inspector was questioning us how come the vehicle didnt have a 30-day tag. Without notifying us the dealer or the customer that there was a problem, we decided that after several days later it was rasonable time to call them and check the status of this claim. Thats when the rep named [redacted] ( which is a man) at extension x[redacted] told us he had tried reaching the customer and us and left us messages. I disregarded his comment because, there was no messages and how Im sure of it is because when the lines are busy or no one picks up it transfers to my personal cell phone, which if he did leave a message would prove of this but like I said I didnt say anything and asked him what the hold-up was. He said that he couldnt reach the customer and I told him I had just spoken to the customer and gave him the number and advised him to call right after we were done speaking. The customer called me and told me that [redacted] had asked him a few questions but his major concern was about why there wasnt a 30-day tag on the vehicle. At this point I wasnt aware that there was an issue with anything, all I was told was that he needed to speak to the customer. After the customer called me is when I found out about the tag issue. I then called [redacted] and explained to him two reasons of why we took the 30-day plate off: 1. Because we get pulled over in NC if your driving wth a 30-day tag and a dealer tag and 2. When we had our audit from the NC DMV Inspector that was his biggest concern was that dealers are NOT allowed to rewrite another 30-day tag for customers or sell them to anyone; therefore, I didnt want to take the chance of someone stealing it because we have had that happen before. His response was that it up for review and I told him that they should make up their minds soon or else we may be looking to get a rental for the customer. I finally got a hold of [redacted] the next day when the mechanic shop called to let me know that they denied the claim because of the 30-day tag. I was livid when I found out that they denied the claim, especially after we had explain a valid explanation to them and when speaking to [redacted] he told me that the claim was denied because the customer said that the car had issues at the point of purchase and at thats when I almost lost it! I knew this guy was as crooked as they come, I know my customer and I had been right y her side from the beginning and supported her with anything she needed even a loaner car, and I told him that the customer had called me right after they spoke and she even recalled his questions and recited how she answered them so I was certain that [redacted] was being dishonest and asked to speak to his supervisor. He wouldnt give me his supervisors number and told me that he would have him call me. After several hours of frustration, I received the call from [redacted] who introduced himself as the supervisor and after we exchanged our stories he stood his ground and still stands y his decision of denying the claim. I asked him to please review the recording of the conversation between [redacted] and my customer and I mentioned that an organization of their size they sure are to record calls and his response was that only some calls are recorded not all. ** mentioned that the claim was really turned down because the transmission had dirty fluids and discoloration. At this point, what does a person do when speaking to an ignorant individual. I told him that typically used vehicles dont have the perfect amount of fluids and/or the recommended color and that nowhere in their policy does it state that vehicles should have no dirty fluids or discoloration. I was hung up on by ** and thats when I got my rep involved [redacted]. [redacted] heard our side of the story and calls ** to hear his side then calls me back and tells me that we dropped the f-bomb so thats why he hung up. He also got to explaining that the coverage the customer had was a standard which costs few hundred dollars and that now they are gonna have to shell out a few thousand. AGAIN, let me repeat to you what my rep. just said to me exactly "what I am alluding to is that the warranty costs a few hundred and we have to pay a few thousand" he then goes to say "you pay 1 dollar and are getting 10 back". After hearing that, he then said he is gonna do his best to take care of it. The last phone call I got was agin bad news by my rep. [redacted] that stated he had spoken to the Vice President of some department and that he tried to explain/convince him to cover the claim and after he was turned down, his final attempt was to see if they can cover 50% of the claim and was again rejected by the VP. After hearing that I told him that I had respect for him because our rep. is an honest genuine person; however, when there is an actual claim that is legitimate and they are required to pay, and not to mention they were all over the place from the 30-day tags, to my customer lying, to the transmission fluid being dirty/discoloration, after ll that I told him to come pick up the GWC banner that was hanging outside my building which is ironic because it said "paid over $300 million" in claims and I requested a cancellation form. As a dealer I am obligated to take care of my customers and when something like this happens its a business interruption and I have never in my life dealt with more unprofessional people tan GWC Warranty. In addition, as a person of character and integrity I feel the need to question how a company can succeed when people like [redacted] or [redacted] work for and represent and/or challenges the organizations culture and what it stands for. This companies slogan shouldnt be "no worries, just drive" because when GWC stands for GUARANTEED WONT COVER people should be worried!Desired Settlement: The contract application is GLA [redacted] and the last six of the vin are [redacted]

Business

Response:

Reference: Complaint # [redacted] – [redacted]

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

It appears that this complaint is being registered by someone other than the contract holder listed on our vehicle service contract. We would urge to have the contract holder contact GWC Warranty with any questions regarding coverage or 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

Review: we have a car warranty from GWC company that will not cover the repairs on our 2001 [redacted] I had called to get the proper authorization as to where I could take it.the warranty company never called me on anything,I had to chase them down.it took over a week for the first adjuster to go look at the car. then I had to give authoization to pull oil pan so they could check cam shaft & pan,mean while our bill is climbing now at roughly $500.00 plus our $895.00 for the warranty which was to be $100.00 deductable now the car has been at [redacted] since 4/3/2013 now I got news on 4/17/2013 that they decline the claim

we have only had the car for a year & 6 months we had not barely put over 1000 miles on it our seves please help & thanks

we now have an $8000.00 car with a motor no goodDesired Settlement: THEY NEED TO HONOR CONTRACT OBLIGATIONS BECAUSE THE ENGINE IS BAD & WE DID NOT DO THIS TO OUR CAR AS STATED WE HAVE ONLY HAD THE CAR FOR A LITTLE OVER A YEAR & WHAT ALL WENT ON WITH IT BEFORE US WE HAD NO IDEA HENSE THIS IS WHY WE PURCHASED A WARRANTY 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, claim

details, and independent inspection reports regarding this issue.

GWC warranty had 2 independent mechanical inspection

completed on this vehicle. The initial inspection showed that the vehicle was 2

quarts low on engine oil when brought into the repair facility. Additional

disassembly had verified the failure to a connecting rod bearing due to a lack

of lubrication. Extended operation with improper level of engine oil had caused

internal damage to bearings. 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 own a 2006 [redacted] and have a GWC service contract. I have recently suffered from a transmission failure in my vehicle, the vehicle is now at [redacted] of [redacted]. After the service department filled the claim on Sept 23, the adjustor came out to verify the failure on Sept 26.

On Sept 29, GWC authorized for a used transmission for my vehicle and a electrical conductor plate.

On Oct 1, I went into [redacted] to check the status of my repairs. They stated what GWC was going to cover. The shop foreman advised me that GWC is covering a conductor plate and not a valve body. They confirm a valve body assembly complete with a electrical conductor plate is NEEDED for the used transmission. The conductor plate itself will not be able to program to the valve body included in the used transmission, therefore a entire valve body assembly is needed to complete this repair. ( I have official [redacted] Service bulletins that provides the information [redacted] provided is accurate)

GWC recommended I take this vehicle to [redacted] to complete this repair. I called [redacted] on Sept 29, to confirm they can complete a used transmission replacement on 2006 [redacted]. They stated they DO NOT have the needed equipment to complete it and must be taken to a [redacted] DEALER. I called two individual [redacted]'s in my area, and BOTH stated they do not work on [redacted] transmissions due to the fact they do not have the required equipmentDesired Settlement: Since the the valve body replacement is NEEDED to complete this repair, there is no reason why it should NOT be covered. I would appreciate it if GWC would authorize for complete Valve body to go along with the used transmission they have already authorized.

There is not a single shop besides [redacted] OF [redacted] in my area that has the required equipment to complete this repair. Therefore, I would appreciate if GWC matched their labor with [redacted] of [redacted] for this transmission job.

I have been without my vehicle for nearly 2 weeks now which is very inconvenient. Therefore, I would want this issue to be resolved as quickly as possible.

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.

GWC warranty has approved a transmission replacement claim including

the replacement of the required electronics kit needed for programming. GWC

warranty has approved $2505.00 on October 9, 2014 towards the needed repairs.

The repairs were approved in accordance with the terms of 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]

Claims

Department

Review: Over the past two years, I have had multiple warranty claims involving my vehicle that I purchased with a GWC highest level vehicle warranty. The multiple claims that have been filed made for a painful nickel and dime process that nobody should have to go through. It wasn't until my last claim that I decided to inform others that may be looking into a GWC warranty , what expierience they will have when repairs are needed. In the first week of June 2014, my vehicle would not start and needed to be towed to a diesel repair shop. The repair shop found that I had blown my high pressure oil pump due to metal making its way into the pump and clogging it. Instead of finding the source, GWC would only cover the replacement of the part and labor at 75% of the total bill. GWC does not cover tax, fluids or gaskets as part of their service. Within 30 miles of the repaired service, my vehicle would not start again. Again we asked for the warranty company to investigate the underlying cause, but they will not cover the investigation into the problem and the consumer is responsible for any labor that is not directly related to the problem. I told the repair shop to find the issue, knowing that if nothing was found, I would be on the hook for 500 dollars. The repair shop dropped the oil pan and metal shards and a lifter was found in the oil pan. GWC decided to replace the engine and 2 weeks later had a used motor delivered to the repair shop that was leaking oil, had many illegal emissions parts on it and rust all over the engine as if it sat outside for a year. GWC decided to send another engine to the repair shop and this one was better but had oil leaks as well. GWC covered the oil leak repairs but not the labor to remove parts of my lift kit to get to the leak and fix it. I payed an additional fee when purchasing the warranty to cover the lift kit that was on my truck when I bought it and I was told that the lift kit was covered under warranty when I purchased it, but learned that the fee I paid did not cover the lift kit, but allowed the warranty to be valid due to a lift kit being installed. Oh, and because the oil pump was ruined a second time due to the warranty company not investigating the underlying issue, I had to pay the 25% again for the tax and part of the labor due to their unwillingness to find issues. During all my repairs the warranty company will only pay 65 dollars an hour for diesel repairs and I have to pay the difference. There is nowhere in the country that charges less than 100 dollars an hour but GWC says that it is a fair rate. They negotiated to come up to 70 dollars an hour but as you can see the money you will still need to pay for repairs is substantial.

Hopefully you will make an informed decision before purchasing a warranty from GWC. I wont tell you not to do it, but if I had to do it over again, I would have selected a different warranty company. From what the diesel repair shop has told me, they have worked with many warranty companies and GWC is the most difficult and costly warranty comnpany for the consumer.Desired Settlement: I would like the 3 hours(70x3=$210) of labor that was not covered to be refunded plus the money I had to pay for the oil pump to fixed a second time($490).

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 has approved the repair claim in question in

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

addresses labor coverage specifically as follows;

5. LABOR: Labor charges shall be based on

the current AllData Labor Guide and hourly rates shall be within

accepted industry standards.

GWC warranty did approve labor hours matching the Alldata

Labor Guide time requirement. Any additional labor charges incurred 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

Joe P[redacted]

Claims

Department