Preferred Warranties Inc

Preferred Warranties, Inc. (PWI) is in receipt of [redacted]’s complaint #[redacted] regarding the 2007 [redacted] purchased from [redacted]. [redacted] called in a claim to PWI back on February 4, 2017 stating that she experienced problems with her vehicle 6 days after purchase. [redacted]...

[redacted] mentioned that her vehicle was loosing oil and she had to add several quarts of oil. PWI has record that [redacted] called in similar claims for run low on oil on April 12, 2017, May 24, 2017, and October 6, 2017. Please know that [redacted]’s claim has not been denied coverage. Verification of failure is needed to make a proper diagnosis and a proper repair in order to correct the vehicle’s problem. Therefore, the part needs to be worn beyond serviceable limits and listed for coverage for PWI to cover a listed component. PWI will pay for listed components under the Base coverage [redacted] purchased. Please note if the failure is due to items such as overheat, run low, contamination or intermix, they will not be covered under the contract. The diagnosis is determined by teardown authorized by the owner of the vehicle. If the diagnosis is a covered part, the teardown is covered under the terms of the contract. However, if the repair is not covered under the VSC, the teardown charges are the customer’s responsibility. Please refer to paragraph two on page five under ‘Claim Processing’. We understand [redacted]’s hesitation for further teardown but PWI needs to know the root cause of problem in order to correctly diagnose the issue.  PWI cannot proceed further with this claim unless authorization is given by the customer for further teardown. If [redacted] is interested in a refund, she can refer to the selling dealer and they can process the cancellation form. We appreciate your consideration, and hope this helps explain our position.

Preferred Warranties, Inc. (PWI) would like to respond to [redacted]’ complaint # [redacted] on 08/11/16. On 8/11/16, a claim was started for [redacted]’ vehicle at [redacted]. The shop’s diagnosis determined failure to the crankcase vent valve and valve cover gaskets. [redacted]’...

vehicle needs a PCV (Positive Crankcase Ventilation) valve and an oil separator for the emissions system. Failure to components of the emissions system is not listed as covered under the Vehicle Service Contract (VSC). Please refer to the VSC under items the service contract does not cover. THIS SERVICE CONTRACT DOES NOT COVER 25.  Repairs to emissions components. One of our Claim’s Team Leaders tried getting in contact with [redacted] regarding this claim and has left two voicemail messages. PWI also emailed [redacted] a copy of his contract. If [redacted] has any additional questions, he can contact our office at [redacted].

Preferred Warranties, Inc. (PWI) would like to respond to [redacted]’s rejection to our response.
[redacted] purchased the "Plus" Vehicle Service Contract (VSC) which is parts-specific meaning parts not listed on the contract under the Plus option are not covered.
The recirculating door motor is not specifically listed as a part covered under the Plus coverage of the contract. Furthermore, it would not fall under paragraph 17.
17. ELECTRICAL/HIGH-TECH Distributor, front and rear windshield washer pumps, convertible top power motor, keyless entry transmitter and receiver, transmission input/output speed sensors and ignition management controls. Including, but not limited to, the following
components: ignition control module; AIT (air intake temperature sensor); TPS (throttle position sensor); CAM or crank sensor; knock sensors; ECM or PCM (electronic or powertrain control modules); O2 (oxygen), MAP (manifold absolute pressure) and MAF (mass air flow) sensors; CPS (crank position sensor) and; coil pack(s).On 11/03/14, PWI approved repairs for the water pump; however [redacted] declined the repairs.
[redacted]’s contract has expired by time; therefore we are unable to refund her contract.

Should [redacted] have any questions regarding this claim, please do not hesitate to contact our office at ###-###-####.

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s complaint #[redacted].
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On 10/16/12, the shop, [redacted], filed a claim for the door lock assembly on [redacted]’s vehicle. The claim
was approved for the right rear door lock assembly. However, [redacted] declined
the repairs.
On 10/28/14, the shop, [redacted] of
Orlando, filed a claim for the right rear door assembly and a recirculation
door motor (also known as the Blend Door). PWI approved the right rear door
assembly, as it is listed for coverage in [redacted]’s Contract with us. However, the blend door motor was not approved
because it is not a listed item for coverage. 
Again, [redacted] declined the repairs.
On 3/2/2015, the shop, [redacted] of
Orlando, called to file a claim. PWI advised the shop that the contract expired
on 2/28/15.  [redacted], from [redacted],
indicated the vehicle was at his shop prior to expiration. However, according
to the Vehicle Service Contract (VSC) the claim must be filed by the customer
before contract expiration. [redacted] stated that the right rear door lock assembly
and the actuator for the blend doors needed to be replaced, as they did in the
previous claims. In addition, the shop indicated that the sun roof drains were
blocked, the condensation drain tube was stopped up, and the front head light
was not lined up (the vehicle had been in an accident and there was a rag
propping up the head light).
Attached is a copy of [redacted]’s
contract.  Since the contract was expired,
the claim was denied.  However, we were
able to approve the right rear door lock assembly since it was authorized on
the two previous claims. PWI authorized $205.33 for the door lock actuator and $135.00
for labor, less the $100 deductible for a total of $240.33. On 3/12/15,
[redacted] was paid $240.33 via credit card for the repairs.
PWI was notified of the other failed
items after the VSC expired, and furthermore those items are not listed items for
coverage on the Contract.
Should [redacted] have any questions regarding this claim,
please do not hesitate to contact our office at ###-###-####.

My first experience may be my last. Based on what the brochure and what the used car Finance Manager told me I thought I was getting one of the best warranties money could buy only to be disappointed. After a little over 2K miles the check engine light came on (2014 Ford F350 Diesel). I went online PWI website and filled out a claim later missed a call from PWI voicemail said call them back. Called them back, had to explain everything over (online request was a waste of my time), I explained to them I would like to take the truck to my Ford Dealer and they indicated my dealer was approved and made it clear to me that they would only pay $80 per hour for labor so I would be responsible for anything over that plus $100 deductible plus shop fees plus any taxes. Because I wasn’t happy with the whole thing and wondering if the dealer might have cleared a code then sold the truck I called the dealer, they convinced me PWI was in fact a good company and I should take my truck to their shop and they would take care of everything. Longer story shortened, the Reductant Heater A was bad and had to be replaced. PWI did not pay one single cent not even on diagnostics (I have the Plus coverage) due to it being an emission part. I was/am very disappointed. They have not expressed any customer service, no follow up nothing. Beware, I am of the opinion now that if the specific part that fails is not in writing as covered in your contract, it may be exempt. I am checking my options for terminating my contract.

[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 am still requesting an arbitration over this matter.
Regards,
[redacted]

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s rejection to our response to complaint # 11312883.
Texas Department of Motor Vehicles records show that [redacted]’s vehicle was purchased on 12/17/15. The vehicle service contract (VSC) is dated 02/14/16. The VSC states that the contract must be purchased the same day as the purchase date of the vehicle. Please refer to the contract on page 2.
WHAT IS COVERED BY THIS AGREEMENT
This 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 [redacted] or [redacted] labor guides, multiplied by the fair market hourly labor rate.
Attached are copies of the Title Application receipt for [redacted]’s vehicle and his contract.
The contract is now null and void. [redacted] may go back to the selling dealer for a full refund of his contract.
If [redacted] has any questions, he may call the Claims department at ###-###-####.

I very happy I purchased a Preferred Warranty unfortunately I had issue shorty after I purchased a used vehicle from a nice dealer but things happen, and they paid to have my problem diagnosed and repaired within a day's time.

[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 for a warranty in full at the time I purchased my vehicle.  It is the responsibility of Preferred Warranties Inc. to deliver the service they sold.  If they feel they should be reimbursed for the initial repairs that were done then that is between them and the repair shop.  As a customer of both businesses I am put in the middle and not getting the insurance I paid for by Preferred Warranties Inc.  I feel I should get the coverage I paid for and any disagreement between the two companies should be handled between the two of them with out me in the middle.  To resolve this issue, I feel Preferred Warranties Inc. needs to either cover their portion of repairs needed on my vehicle or refund the amount of money I paid for their insurance.
Regards,
[redacted]

Dear [redacted]:
[redacted]’s diagnosis did not fix the customer’s concern. The shop indicated the transmission was still not shifting gears properly and requested an authorization for a replacement transmission which includes another valve body. Both [redacted] & [redacted] were advised that PWI could not pay twice for the same part.
The Vehicle Service Contract does not provide coverage for misdiagnoses. PWI stands by their decision and has agreed to pay the amount for a used transmission and labor, totaling $2252.50, less the $1515.72 already paid for the valve body, for a remaining balance of $736.78.
Once repairs are complete, and the customer is satisfied, we will release payment in the amount of $736.78 to [redacted].

Preferred
Warranties, Inc. (PWI) uses components of the same type and quality as those
removed when making repairs.
 
Please refer to the contract:
WHAT IS COVERED
BY THIS AGREEMENT
This
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.
The
independent inspection determined the cause of failure was long term prior
engine overheat causing damage to the engine. The Vehicle Service Contract does not cover
overheating.
Please
refer to the contract:
THIS
SERVICE CONTRACT DOES NOT COVER
 
#8. Benefits for any breakdown caused
by contamination, overheating, lack
of coolant or lubricants, lack of oil viscosity, sludge or restricted oil flow.
Examples include but not limited to: engine and transmission.
 
Should [redacted] have any questions regarding this claim,
please do not hesitate to contact our office at ###-###-####.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But keep in mind They too have a contract with me! That they must up hold as well! So if this gets worse which it will because things don't fix themselves. I will be in contact. I will post this info elsewhere and let people know about this company! And trust me I have a lot of friends and customers, not to mention websites. And as far as retaining my vehicle, was you going to buy it back? That's news to me.
Preferred Warranties, Inc. (PWI) would like to respond to Mr. [redacted] complaint # [redacted] on 1/30/15.
Based on the independent inspection, no mechanical failure was found on Mr. [redacted]’s vehicle.
The customer’s complaint is excessive oil usage. However based on the report, the usage falls within the allowable perimeters of the vehicle’s manufacturer. (1245 miles and a qt of oil is ok?)
It is our understanding based on the conversation with the selling dealer, Mr. [redacted] had opted to retain the vehicle and the Vehicle Service Contract.
PWI would like to remind Mr. [redacted] of his obligations as a contract holder in reference to fluid levels.
 
 
 
 
  YOUR MAINTENANCE OBLIGATIONS  
 
 
YOU have certain duties, including the duty to maintain the vehicle under the standards of the manufacturer and the duty to protect against any further damage caused by continued operation. YOU must have the automobile covered by this Agreement serviced as follows:
 
 
 
1. Change engine oil and filter to manufacturer’s specifications.
 
2. Check and maintain fluid levels, including: coolant, transmission, brake system master cylinder, power steering pump, front and/or rear axle.
 
3. Follow all other manufacturer recommendations as provided in the owner’s manual. YOU must save all receipts for service performed on the vehicle covered by this Agreement. YOUR failure to have service to the Covered Vehicle in the manner described above may result in the denial of claims presented under this Agreement.If Mr. [redacted] would like to pursue this claim further, he can contact the Claims Department at ###-###-#### for the appropriate next step, which will include further teardown of the engine at Mr. [redacted]’s expense. (2200.00 for warranty but I pay to tear it down)
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: The notes PWI have do not reflect that I did not rejected any other option but a used part. I was orginally given the other options and was willing to pay the difference for a remanufactured transmission. At that point they said I had no longer had that option and PWI will only go with a used part and that's all they would cover. I did explain why I did not want a used part and wanted to go with the other option of paying the difference. I was informed it was not an option and it never was. Used was the only option they ever offer. None of their notes ever show this is what took place. PWI said it was either I let them put a used transmission in or they don't pay to fix it. Plus the transmission was shipped before I even decided what option I wanted to. It was after that I found out what I wanted to do was no longer and never was an option. The transmission was damaged upon receiving it which is possible for the issues I had less than 2 months later. PWI only allowed the repair shop I chose to replace the part only and not allow them to make sure that the broken piece did not damage anything else. The repair I had to pay for more than likely was caused by the broken part. I was informed of this by the same shop that did the original work. This is why I am rejecting their response.
Regards,
[redacted]

Preferred Warranties, Inc. has been in contact with [redacted] and a settlement has been made. [redacted] has signed a release agreement stating the matter has been resolved to her satisfaction.

Preferred Warranties Inc. (PWI) would like to respond to [redacted]’s complaint #[redacted].
The shop where the vehicle was taken, ** of Plano, determined that there was...

no communication with the shifter control module and needed a new shifter module.
According to the contract, the shifter module is not a part listed for coverage.
Please refer to the contract attached:
17. ELECTRICAL/HIGH-TECH - Distributor, front and rear windshield washer pumps, convertible top power motor, keyless entry transmitter and receiver, transmission input/output speed sensors and ignition management controls. Including, but not limited to, the following
components: ignition control module; air intake temperature sensor; throttle position sensor; camshaft position sensor; crank sensor; knock sensors; electronic or powertrain control modules; oxygen sensor; manifold absolute pressure sensor; mass air flow sensor; crank position sensor; and coil pack(s).The contract states that the electronic control module (ECM) and the powertrain control module (PCM) are listed items if they are related to the ignition management controls. The shifter module, as requested by the repair center, is not related to ignition management controls; therefore is not a covered item.
Should [redacted] have any questions regarding this claim, please do not hesitate to contact our office at [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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The dip stick and the tube are internal lubricated components and this a verified fact all over the planet. This company left me stranded after relying on them and paying the full year warranty coverage up front . My car is still broke down due to my not being serviced properly based upon this companies agreement . My car was under warranty coverage on the date of this incident and was recently taken off coverage..I filed this claim to the warranty company promptly months ago. Do not ever do business with this warranty company if they do not have my vehicle fixed..is my recommendation to all people !
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 ###-###-####.

Complaint: [redacted]
I am rejecting this response because they should honor what's on their website 
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:   I am rejecting the business response because clearly they are voiding my warranty over a sticker placed on my vehicles windshield. It is so low visibility, I didn't even know it was there! There is no sticker that says taxi or DOT numbers anywhere visible on the vehicle. The vehicle has not been registered as commercial or operated as a taxi ever. It has never been used as a livery, nor do you need a Commercial Drivers License to operate it. If I want to put rainbows all over my vehicle that could lead one to the assumption I support ???, or that I am advertising for such. After being turned away by the warranty company I had to risk damage to the car further by driving it away from the shop. No where in the contract does it specify [redacted] or any other ride share apps. It specifically says Commercial Vehicle or Taxi, which to the best of my knowledge you need a CDL and must have commercial insurance and car be licensed commercial plates as a livery. None of the above applies! Please fix my car including the extra damages that have been caused by your irresponsible attempt to not pay a fair claim.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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: this company should back up the product they had put into my car. It is clearly a problem to put an engine in a car that doesn’t last even a year. Even the shop it’s at says it’s likely a faulty engine. This insurance company has found a loop hold to avoid paying anything which may be per contract but it is not the right thing to do and they have shown no integrity, not even an offer to help pay for part of it. As a warranty company I understand they don’t cover that part. However this is the second engine the have put in the car the first one was faulty and failed within weeks of being installed. 
Regards,
[redacted]