Preferred Warranties Inc

Preferred
Warranties, Inc. (PWI) would like to respond to [redacted] complaint
# [redacted] on 04/23/15.
An independent inspection was completed on [redacted]
vehicle and the diagnosis determined that the throw-out bearing tab had broken
where it attaches to the clutch fork....

This prohibited the clutch from fully
releasing. The second gear synchronizer was missing teeth, due to being forced
into second gear. There was some metal debris in the transmission, which contaminated
the bearings.
The inspector’s diagnosis for cause of failure was the
clutch plate with subsequent damage to the transmission internally from operating
vehicle with failed throw-out bearing. This had been suspected to happen over a
period of time.
The clutch plate is not a listed item for coverage under
the Vehicle Service Contract (VSC). Please refer to the VSC for a list of
covered items under the Base coverage.
In addition, repairs were not covered due to #3 and #6 in the VSC. Please refer to the contract for non-covered items.
THIS SERVICE
CONTRACT DOES NOT COVER
3. Other
normal maintenance services and parts, including engine tune-up (includes spark
plugs, glow plugs, ignition wires, distributor cap and rotor), batteries,
filters, lubricants or fluids, air conditioning refrigerant, engine coolant,
timing belt, all hoses and belts, wiper blades, brake pads and shoes, brake
rotors and drums, suspension alignment, struts, constant velocity boots, tires,
wheel covers, wheel rims, wheels, wheel balancing, shock absorbers, exhaust
system, catalytic converter, pilot bearing and any manual clutch components.
6. Additional loss or
damage which is occasioned by operator’s failure to use all reasonable
precautions to protect the vehicle from any further loss or damage after a
breakdown or failure has occurred or been indicated.
Since the
clutch plate was a non-covered item, consequently the transmission is not
covered. Please refer to #37 of the VSC.
THIS SERVICE
CONTRACT DOES NOT COVER
37. For
a breakdown of a covered part resulting from the failure of a non-covered part.
For
the reasons listed above, we are unable to make repairs to [redacted]
vehicle.
.
[redacted] desired settlement is
for a refund. Please refer to the SPECIAL STATE DISCLOSURES.
[redacted]: The section called
“REFUNDS” is deleted and replaced by the following: YOU may return the
Agreement at any time after purchase and the Agreement will be void. If YOU
return the Agreement, PWI shall refund to YOU or credit to YOUR account a pro
rata refund less any claims paid on the Agreement and an administrative fee not
to exceed ten (10) percent of the amount of the pro rata refund. In the event
of a refund, the lienholder if any will be named on the refund check as its
interests appear.
If [redacted] desires a refund, she
can contact her selling dealer, Auto Locators, Inc., to start the process of a
refund.
If [redacted] has any additional
questions, she can contact our office at ###-###-####.

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s complaint #[redacted].[redacted] purchased the Plus coverage Vehicle Service Contract (VSC). When PLUS Coverage is selected on the front of this Agreement, only the parts listed in 1-21 are covered. Parts not listed are not covered....

The diagnosis for [redacted]’s vehicle was failure of wires to PCM, heater hose assembly, thermostat, rear brake cable, parking brake shoe and rear pads and rotors. Under the Plus coverage parts not listed are not covered. These components are not listed items for coverage.  Therefore, diagnostic charges are not covered if the failed part is not a covered item. Please see #5 in the VSC regarding diagnostic charges: 5) Fluids & filters required for covered repairs according to OEM specifications, excluding air conditioning refrigerant& FILTERS/ Reasonable diagnostic charges are covered up to $75.00 if it is determined to be a covered repair. Attached is a copy of the type of contract that [redacted] purchased for reference. Should [redacted] have any questions regarding this claim, please do not hesitate to contact our office at ###-###-####.

[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]
They sent me a letter stating that they have a list of vehicles they do not offer the warranty for and that my vehicle is one of them, and this makes no sense to me because I was there in the office when the dealership called the warranty company as he filled out the paperwork on their site and it  nor they gave any indication  or statement the car was or would not be covered. The adjuster told me  they checked the cars maintenance history and found no problems there, also when I called in for the claim the car was identified by the agency as an Infinity M45 during the call in for the claim and when they directed me to one of their refereed repair shops for repair and inspection.  This letter sent to me is garbage, they also sent the dealership a check for selling the warranty for the car.  They only started to give me problems once they found out the repair cost to be around $4,000 dollars as told to me by the adjuster over the phone, which is also when he began to ask me for copy of registration and bill of sale on the car.  They are a fraudulent company and I checked your data base with multiple complaints like mine and if they are not going to repair my car I need the Rand R cost incurred for having the engine removed from the car by the shop they referred  me to because right no I have a car with its engine on the floor of a shop who will not release it without payment.  There letter also told me to refer to the dealership to cover repairs and I did but for right now I need your help please also advise because I am an unemployed Veteran living on my disability and I need my car, too many physical problems so stress makes matters worse and with severe depression this is only adding to my problems.  Help me please.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:PWI tried to used junk yard parts for the transmission . The repair shop had a argument with PWI about using junk yard parts and weren't going use them, finally they got dealerships  parts for the transmission .now PWI saying that we drove this car overheated and we are the cause of the problem which is not true .we had nothing but problems with this car the car has been in the repair shop more then we drove it . Does that sound like we abused the car  its in the repair shop all the time .PWI took a hit by paying 2100 dollars for the transmission they don't what to pay  any more . When the thermostat went red my wife pulled over and got a towed to the repair shop . The only thing we are gulty is that we bought this car
Regards,
[redacted]

Preferred Warranties Inc. (PWI) would like to respond to Ms. [redacted]’s complaint #[redacted]. Ms. [redacted] purchased a Vehicle Service Contract (the “service contract”) on or about September 20, 2016. On May 15, 2017, when PWI received notification that Ms. [redacted] wanted her service contract refunded, the...

30 day window had past. Please refer to the refunds section on page five of the service contract: REFUNDS This Agreement may be cancelled for any reason within 30 days of purchase if no repair work has been performed or commenced and the total amount paid for the contract will be refunded by the Selling Dealer to the lienholder (if applicable). To cancel, submit to the Selling Dealer listed above a written request for cancellation. The right to refund is not transferable. Only the Selling Dealer is responsible to refund the price paid for this Agreement. More than 30 days after purchase, the contract may be cancelled only by the lienholder in the event of repossession or total loss if no repair work has been performed or commenced. Administrator will retain a $35 cancellation fee plus an amount calculated pro rata based on the months or mileage elapsed since purchase, whichever is greater. In the event of repossession or total loss, the lienholder can contact us for a pro-rated refund. Otherwise, Ms. [redacted]’s service contract is not eligible for a refund. Attached is a copy of Ms. [redacted]’s contract for reference. We apologize for any misunderstanding. Should Ms. [redacted] have any other questions regarding her service contract, please do not hesitate to contact our office at 800-548-1121.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I paid this warranty company $2,000 for the plus coverage that would cover me for all electric work and the claim on the invoice is clearly dated for 2-26-15. They are claiming they didn't receive it until 3-2-15? All the paperwork states 2-26-15! They are again trying to deny the claim and get out of paying for their end of the contract. This warranty company is claiming that I needed to call them to start the claim on 2-26-15? How is a customer suppose to be in charge of calling the warranty company when I had no idea what was all wrong with it when I dropped it off at the dealership?  I never "denied" the previous repairs I simply put it on hold until I had the extra funds to afford it since this warranty company only covers $90 in labor an hour and tried strongly to avoid paying for the majority of the repairs. I have all the paperwork stating the invoice was written up on 2-26-15 and was faxed to them on 2-26-15. I paid A LOT of money for this coverage and I want them to honor this contract for the rest of the work needing done that is clearly stated on 2-26-15 on the invoice. It's a sad slippery slope they are playing on with me and if they honored and decided to pay for the door issue why not the rest of the work that was also approved on those prior dates? What a headache for consumers that pay a lot of money and trust these warranty companies to help when they need it! I am requesting my money back OR the rest of the work to be honored and fixed.
Regards,
[redacted]

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s rejection to our response.
 
A diagnosis is required to find the
cause of failure to the vehicle. If the failed component is a covered part
under the Vehicle Service Contract (VSC), then the diagnostic charges are
covered up to $75.
 
Please see #5 in the VSC:
 
5) Fluids
& filters required for covered repairs according to OEM specifications,
excluding air conditioning refrigerant & FILTERS/ Reasonable diagnostic charges are covered up to $75.00 if it is
determined to be a covered repair.
 
Since the failed components, solenoid
valves and vacuum hoses, were not covered, the
diagnosis charges are not covered.
 
Please see #32 on the VSC:
 
THIS SERVICE CONTRACT DOES NOT COVER
32. For diagnosis charges, cost of
disassembly or assembly if your repair is not covered or has been denied.
 
Should
[redacted] have any questions regarding this claim, please do not hesitate to
contact our office at ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: When I test drove the car I purchased the transmission was operating correctly. I purchased the "Preferred Warranty" at the time of purchase trusting that Preferred would honor their obligation to cover repairs on items as advertised. The automobile was driven over 100 miles before the transmission developed slippage problems. The axle and transfer case is not the transmission and was not included as an item to be repaired. The transmission clutches are specified as items covered under Preferred Warranties contractual obligations. Transmission clutches do not break, they wear out. The terminology pertaining to Preferred Warranties contract #10 is frivolous and similar contract verb-age has been frowned upon by the courts. It can be easily argued against. For example: "What part of a used automobile isn't worn or slightly damaged?" Why would a reasonable person knowingly buy an automobile that is in need of major repairs. Why does Preferred Warranty Inc. business model include a clause in their customer contract which attempts to deny any responsibility to repair any "used automobile" break down which Preferred proudly advertises as covered? Why would a reasonable person knowingly purchase a warranty that clearly states items covered then attempts to disclaim those same items as not covered.. This is simply misleading ,fraudulent and borders on a complete scam.
   
Regards,
[redacted]

Preferred Warranties Inc. (PWI) would like to respond to Mr. [redacted]’ complaint #[redacted].
 
Mr. [redacted]’ claim is...

currently open in our system awaiting his approval for the repair shop to conduct a diagnostic evaluation of the vehicle. This full and complete diagnosis is necessary in order to find the exact cause of what is wrong with the vehicle.
 
Please refer to the section of the contract:
 
WHAT YOU MUST DO TO GET A CLAIM PAID UNDER THIS AGREEMENT NO CLAIMS WILL BE PAID FOR WORK DONE WITHOUT OBTAINING AN AUTHORIZATION NUMBER ISSUED BY PWI IN THE MANNER DESCRIBED BELOW.
All customer claims must be made personally by YOU by contacting PWI at ###-###-#### or online at www.warrantys.com before any repair or replacement work is done on the vehicle and before the contract expires. YOUR automobile must be repaired at a repair center approved by PWI. Before any repair work starts, YOU must contact PWI ###-###-#### or online at www.warrantys.com. YOU are responsible for all charges relating to tear down and diagnosis of your automobile unless YOU selected the Premier box or the Fluids & Filters/Diagnostics box above. Before any repairs are begun, the repair center authorized by PWI must receive an authorization number from PWI. This authorization number must appear on all claims. YOU may recommend a repair facility and PWI will make every reasonable effort to honor YOUR request, but PWI does reserve the right to select another repair facility if, in its sole judgment, it is necessary to do so under the circumstances.
Once the tear down is complete, the repair shop must submit their findings to our claims department for review. Once PWI has the diagnosis, then we can determine if we are able to assist with any repairs. Mr. [redacted] should take his vehicle to the repair shop to authorize a diagnosis as we cannot move forward with this claim until we receive this report.
 
Should Mr. [redacted] have any questions regarding this claim, please do not hesitate to contact our office at ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:In response to our phone call today I am responding to the answer provided by Preferred Warranties.
After filing the original complaint and reading the response I called P referred Warranties and [redacted] as a 3 way call (approx 3 weeks ago) . The beginning of the conversation I was speaking to a lady with Preferred Warranties. She told me that the boot was not covered on axial shaft and gasket not covered under leak. I asked her with paragraph 21 which they indicated I do not have but I do , why it would not pay as paragraph 21says EXTRA MILE COVERAGE  seals and gaskets .
The disagreement led to a 3 way phone call with [redacted]- Shannon the rep from [redacted] and the rep from PW talked. Shannon only told them seal leaking. They disregarded claim but I do not understand as I have a gasket and seal warranty.
Thank you,
[redacted]
###-###-####
###-###-####
Regards,
[redacted]

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s complaint #[redacted]. [redacted] purchased the Base coverage Vehicle Service Contract (VSC) on 07/01/2015. When Base Coverage is selected on the front of the Agreement, only the parts listed in 1-12 are covered. Parts not listed are not covered. The diagnosis for [redacted]’s vehicle was failure of the front ball joints. Under the Base coverage, parts not listed are not covered. Therefore, ball joints are not covered under the Base coverage contract that [redacted] purchased.   Periodically, PWI makes contract coverage changes which include added coverage to certain components.  As of 01/2017, there were several changes made to the VSC including coverage of ball joints. This coverage change is effective on contracts purchased on or after 01/01/2017. Please refer to the disclaimer on the website on the bottom right of the protection plan PDF stating that Listed items are general guidelines only. Please see contract for complete details. A form of contract can be obtained by contacting your dealer or a PWI representative. We apologize for any confusion this may have caused. Attached is a copy of the contract that [redacted] purchased for reference. Should [redacted] have any further questions regarding this claim, please do not hesitate to contact our office at [redacted].

Preferred Warranties Inc. (PWI) would like to respond to Revdex.com Complaint #[redacted] rejection of [redacted]. Autonation, the supplier, has emailed [redacted] a copy of the warranty that came with the remanufactured engine. If he has not yet received this, [redacted] can reach our claims department at ###-###-####. The Positive Crankcase Ventilation or the PCV Valve that the shop recommended to replace is not covered under the vehicle service contract (VSC) that [redacted] purchased. The PCV Valve is a part of the emissions system which is excluded for coverage in the contract. Please see # 25 of the contract on page four. THIS SERVICE CONTRACT DOES NOT COVER 25. Repairs to emissions components. The VSC states that any consequential loss or damage is not covered under the contract. Additionally, the VSC does not cover any breakdown of a non-covered part if it results from a failure of a covered part. Please refer to the contract on page four. THIS SERVICE CONTRACT DOES NOT COVER 28. Loss of time, economic loss, inconvenience, lodging, food, freight charges, core charges, storage charges, or other consequential loss or damage that resulted from a breakdown. 40. For a breakdown of a non-covered part resulting from the failure of a covered part. Attached is a copy of [redacted]’s contract for review.  If [redacted] has any questions, he may contact our office at [redacted]

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s complaint #[redacted]. Please see the attached independent inspection report. The inspection is performed by a third party, no relationship with the dealer and/or PWI. The report shows a detailed explanation of the...

findings/recommendations along with several pictures of the vehicle. The inspection report found no demonstration of valve cover failure or damage. According to the terms of the contract, in the bottom paragraph on page two, Administrator agrees to replace or repair parts listed in the Coverage described below if those parts are worn beyond serviceable limit. There was no failure to the valve covers to repair. The inspector did find that the gaskets were externally leaking. Please refer to the contract on page three under coverage - #4. Cylinder head gasket and intake manifold gasket when leaking internally. All other seals and gaskets are covered only if required in conjunction with a covered repair. Since the gaskets were leaking externally, they are not covered. I have attached a sample copy of what type of vehicle service contract [redacted]’s purchased for reference. Inspection showed the [redacted] sticker. We are not aware of any vehicles having [redacted] stickers/emblems for any other reason than to identify them as providing Taxi service. Also the placement of the sticker on the customer’s vehicle is in accordance with [redacted] Driver requirements for the state of TN & Al. https://help.[redacted].com/hc/en-us/articles/[redacted]-Tennessee-Driver-Requir...⇄ https://help.[redacted].com/hc/en-us/articles/[redacted]-Alabama-Driver-Requirem...⇄ [redacted]s is able to provide a letter signed by [redacted] verifying that he did not nor has he ever used the vehicle for taxi purposes, along with a contact number for [redacted] to validate the letter, PWI will reinforce his vehicle service contract. Should [redacted]s have any questions regarding this claim, please do not hesitate to contact our office at [redacted].

This is a follow up on my previous complaint. I can't comment on it because I waited to long. I was waiting for part to come in. So here is the complaint. The engine that Preferred order came into the dealer later than expected, adding another week to my wait. Of the 7 extra days added because the engine wasn't ordered they did add a few days of my rental, so that's nice. But with this engine came other problems. I was told it was coming with paperwork with a 3 year, 100,000 mile warranty. NO PAPERWORK WAS RECEIVED. The engine came with a paper stating that if the Valve Cover was not replaced with a new part it would void the warranty. So the mechanic ordered a new cover for it. I contacted Preferred and was told that mechanic needed to contact Preferred. So mechanic called and was told that this isn't covered and that they aren't paying for it. Told the mechanic "what's this guy want, we're helping him out". They tried to explain it to the woman that answered the phone and received nothing but attitude and was told no they aren't paying it. I contacted Preferred to see what's going on and the woman that answered was completely nasty with me and told me the engine didn't need a new valve cover and even if it does they aren't responsible. This was YOUR ENGINE that didn't come prepared to be installed and i'm required to cover the cost. This claim is going to have cost me out of pocket about $2500. This is ridiculous. You contact them and can never get the claim adjuster on the phone. I asked for a call yesterday and never received one, I again ask today and not sure if i'll get one or not. I understand some charges I am responsible for. But when the bill for out of pocket is over $1500 because of non-coverage issues because a COVERED part cause the damage is unacceptable. If it's a covered part that caused all the issues, then repairs should be covered completely, not just what they want to. IT'S a COVERED PART that caused the damage, so cover the cost of repair. Preferred sent me to this mechanic, it was not may choosing.TranslateDesired Resolution / OutcomeDesired Resolution: Billing AdjustmentBilling AdjustmentselectDesired Outcome: Pay for the covered parts and the repairs the covered part cost.

Good afternoon [redacted],
 
The Vehicle Service Contract (VSC) states the cylinder head gaskets and intake manifold gaskets are covered if leaking internally.
 
4. Seals & Gaskets - Cylinder head gasket and intake manifold gasket when leaking internally. All other seals and gaskets are covered only if required in conjunction with a covered repair.
 
[redacted]’s diagnosis for [redacted]’ vehicle was failure of the right rear axle at the boot and axle seal was leaking. Leaking of the drive axle boot caused failure to the drive shaft.  Neither item is a covered component under Plus coverage in the Vehicle Service Contract (VSC). 
 
The VSC is parts’ specific; therefore parts not listed under the Plus coverage are not covered items. The drive axle seal is not listed as a covered component of the VSC.
 
Please refer to the VSC:
 
THIS SERVICE CONTRACT DOES NOT COVER
 
#3. Other normal maintenance services and parts, including engine tune-up (includes spark plugs, glow plugs, ignition wires, distributor cap and rotor), batteries, filters, lubricants or fluids, air conditioning refrigerant, engine coolant, timing belt, all hoses and belts, wiper blades, brake pads and shoes, brake rotors and drums, suspension alignment, struts, constant velocity boots, tires, wheel covers, wheel rims, wheels, wheel balancing, shock absorbers, exhaust system, catalytic converter, pilot bearing and any manual clutch components.
 
 
As you mentioned, these contracts are complex so if you have any questions or need further explanation, please feel free to contact a Claims Team leader and they can further explain.
 
Thank you.
 
 
 
Kimberly K[redacted]
Executive Legal Assistant
Preferred Warranties, Inc.
Direct Line: ###-###-####
Direct Fax: ###-###-####

Preferred Warranties, Inc. (PWI) would like to respond to [redacted]’s complaint # [redacted] on 08/11/2016. PWI has been in contact with [redacted] and reason for delay of engine was explained along with terms of the vehicle service contract in regards to rental coverage.   If [redacted] has any...

questions, he may contact our office at [redacted]

Preferred Warranties, Inc. (PWI) would
like to respond to Mr. [redacted]’s complaint # [redacted] on
1/27/15.The diagnosis of Mr. [redacted]’s vehicle
was failure of the drive shaft and the transfer case. Mr. [redacted] purchased a Base Contract
which is parts specific and lists items...

for coverage. The drive shaft
is not a listed item for coverage under the Base contract. Please refer to the attached contract
under Base Coverage for listed items.The transfer case is a listed item
under the Base coverage. As stated in the contract, PWI uses
components of the same type for making repairs. PWI approved a
recycled transfer case along with 3.5 hours labor @ $75/hour and $75
towards diagnosis time totaling $1004. Please refer to the contract in regards
to repairs:WHAT
IS COVERED BY THIS AGREEMENTThis Agreement is
not an insurance policy and, to be valid, must be purchased at the
same time as the vehicle covered by this Agreement. Except as
explained below, Administrator agrees to replace or repair parts
listed in the Coverage described below if those parts are worn beyond
serviceable limits. When making repairs, the repair center authorized
by PWI will use components of the same type and quality as those
removed, which may include rebuilt, remanufactured, recycled or
nonoriginal manufacturers’ parts at the sole discretion of PWI. The
coverage you selected is shown on the front of this Agreement.
Coverage applies only to the parts listed under the coverage YOU
selected, and to related labor. The
labor required to repair or replace all parts covered under this
Agreement will be paid at the industry accepted flat rate as
indicated in a current edition of Mitchell or AllData labor guides,
multiplied by the fair market hourly labor rate.Mr. [redacted] was
given the option to upgrade the recycled transfer case and PWI will
contribute $1004 towards a new transfer case. Mr. [redacted] would be
responsible for the difference of the new transfer case.The vehicle
service contract’s guidelines of the average labor rate are $75/hr.
Due to the delay of response to the
shop, PWI is offering to pay the shop rate up to $125/hour for labor
time of 3.5 hours, which is based on the National Labor Guide, for
Mr. [redacted]’s inconvenience. This will be a one-time exception and
will apply solely to this specific repair. We apologize for Mr. [redacted]’s
inconvenience and hope this offer of good faith for Mr. [redacted]’s
repairs to his vehicle shows our consideration. We have been in
contact with Mr. [redacted] and he will bring his vehicle to the shop
once the used transfer case arrives. Should Mr. [redacted] need any
further assistance; please do not hesitate to contact us.

Preferred
Warranties, Inc. (PWI) would like to respond to [redacted] complaint
# [redacted] on 04/23/15.
face="Times New Roman" size="3">
An independent inspection was completed on [redacted]
vehicle and the diagnosis determined that the throw-out bearing tab had broken
where it attaches to the clutch fork. This prohibited the clutch from fully
releasing. The second gear synchronizer was missing teeth, due to being forced
into second gear. There was some metal debris in the transmission, which contaminated
the bearings.
The inspector’s diagnosis for cause of failure was the
clutch plate with subsequent damage to the transmission internally from operating
vehicle with failed throw-out bearing. This had been suspected to happen over a
period of time.
The clutch plate is not a listed item for coverage under
the Vehicle Service Contract (VSC). Please refer to the VSC for a list of
covered items under the Base coverage.
In addition, repairs were not covered due to #3 and #6 in the VSC. Please refer to the contract for non-covered items.
THIS SERVICE
CONTRACT DOES NOT COVER
3. Other
normal maintenance services and parts, including engine tune-up (includes spark
plugs, glow plugs, ignition wires, distributor cap and rotor), batteries,
filters, lubricants or fluids, air conditioning refrigerant, engine coolant,
timing belt, all hoses and belts, wiper blades, brake pads and shoes, brake
rotors and drums, suspension alignment, struts, constant velocity boots, tires,
wheel covers, wheel rims, wheels, wheel balancing, shock absorbers, exhaust
system, catalytic converter, pilot bearing and any manual clutch components.
6. Additional loss or
damage which is occasioned by operator’s failure to use all reasonable
precautions to protect the vehicle from any further loss or damage after a
breakdown or failure has occurred or been indicated.
Since the
clutch plate was a non-covered item, consequently the transmission is not
covered. Please refer to #37 of the VSC.
THIS SERVICE
CONTRACT DOES NOT COVER
37. For
a breakdown of a covered part resulting from the failure of a non-covered part.
For
the reasons listed above, we are unable to make repairs to [redacted]
vehicle.
.
[redacted] desired settlement is
for a refund. Please refer to the SPECIAL STATE DISCLOSURES.
[redacted]: The section called
“REFUNDS” is deleted and replaced by the following: YOU may return the
Agreement at any time after purchase and the Agreement will be void. If YOU
return the Agreement, PWI shall refund to YOU or credit to YOUR account a pro
rata refund less any claims paid on the Agreement and an administrative fee not
to exceed ten (10) percent of the amount of the pro rata refund. In the event
of a refund, the lienholder if any will be named on the refund check as its
interests appear.
If [redacted] desires a refund, she
can contact her selling dealer, Auto Locators, Inc., to start the process of a
refund.
If [redacted] has any additional
questions, she can contact our office at ###-###-####.

Dear [redacted]:
Preferred Warranties was contacted by [redacted]
on 10/2/@ 10:AMThey stated [redacted] had brought the vehicle into them
on 9/26/with a transmission complaintTheir diagnosis was a faulty valve
body (an internal component of the
transmission) failureAfter calling [redacted] our claims adjuster
authorized payment of $for the valve body replacement on 10/2/@
12:PM We then faxed an
authorization form to [redacted] clearly stating the following:
*
This authorization is good for days from the approval date above**
Repairs must correct the customer's concern in order for authorization to be
valid
[redacted] PWI is not responsible for
sales tax
On 10/7/15, [redacted] submitted their invoice for
final paymentAs agreed, Preferred
Warranties Incpaid [redacted] $for the approved repairs
On 10/21/Preferred Warranties was contacted again by [redacted] stating [redacted] had returned the vehicle to them on
10/19/[redacted] indicated the transmission was still not
shifting gears properlyThey requested an
authorization for a replacement transmission; which includes another valve
body
We advised both [redacted] & [redacted] that we
could not pay twice for the same part and for repairs that did not fix the customers
concern. [redacted] claimed that they would
not refund any of the previous monies paid as their protocol is to replace the
valve body and then determine if that corrects the issueIf this issue is not
corrected, phase two is to replace the transmissionOur
adjuster reviewed the estimates & invoices submitted by My Auto Import
Center and nowhere had [redacted] disclosed that what they had
diagnosed, may not fix the problemHad they disclosed this we would have
either sent a used transmission or suggested that [redacted] take the vehicle to a
certified transmission shop for proper diagnoses
While we appreciate [redacted]'s situation, the Vehicle Service Contract does not provide
coverage for misdiagnosesWe are not in the position to pay for repairs that
do not fix the customers concern. Preferred Warranties has agreed to pay the
amount for a used transmission and labor, totaling $2252.50, less the $already
paid that did not correct the issue, for a remaining balance of $
Once repairs are complete, and the customer is satisfied, we
will release payment in the amount of $to [redacted]

Preferred Warranties, Inc. (PWI) would like to respond to [redacted]’s complaint # [redacted] on 03/1/2016.
PWI has been in contact with both [redacted] and the selling dealer and are working together to resolve the issue.
If [redacted] has any questions, he may contact our office at...

###-###-####.