[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] Complaint: [redacted] I am rejecting this response because: When I test drove the car I purchased the transmission was operating correctlyI purchased the "Preferred Warranty" at the time of purchase trusting that Preferred would honor their obligation to cover repairs on items as advertisedThe automobile was driven over miles before the transmission developed slippage problemsThe axle and transfer case is not the transmission and was not included as an item to be repairedThe transmission clutches are specified as items covered under Preferred Warranties contractual obligationsTransmission clutches do not break, they wear outThe terminology pertaining to Preferred Warranties contract #is frivolous and similar contract verb-age has been frowned upon by the courtsIt can be easily argued againstFor 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 repairsWhy does Preferred Warranty Incbusiness 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 coveredThis is simply misleading ,fraudulent and borders on a complete scam Regards, [redacted] ***
Preferred Warranties, Inchas 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 ** ***’ complaint # [redacted] 0pt;"> On 07/03/2014, PWI authorized $for a used transmission for ***’ vehicle ** [redacted] was given the option to ship in a used transmission or apply the $to rebuild the transmission On 07/07/2014, PWI offered a few shops where ** [redacted] could take the vehicle but he elected to take it to the shop of his choice, [redacted] ***The shop estimated $to rebuild the transmission** [redacted] asked if PWI would increase the amount we are applying to the transmissionThe claims adjuster explained to ** [redacted] that the cost to replace the engine would be $and that if wanted to have the transmission rebuilt, he would be responsible for the difference On 07/10/14, ** [redacted] opted not to replace the engine and decided to apply the $towards repairing the transmission and paying the difference On 07/14/14, ** [redacted] called stating that his shop ran into complications rebuilding the transmission and asked for more money to rebuild The adjuster explained to ** [redacted] that the $was all PWI could authorize for the repair Please refer to the contract, under WHAT IS COVERED BY THIS AGREEMENT: 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 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 The $that PWI approved was calculated on terms of replacing the transmissionPWI was able to find a transmission at $from a reputable supplier with a day warranty with fewer miles than ***’ vehicle, $for labor according to the shop, $for fluids/filters/seals and $for diagnostic timeThis amount less the $deductible is how the $was calculated** [redacted] was given several options to repair his vehicle he choose to rebuild the transmission$remains the most we are contractually responsible for paying 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 responseIf 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 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 [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-are coveredParts 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 rotorsUnder the Plus coverage parts not listed are not coveredThese components are not listed items for coverage Therefore, diagnostic charges are not covered if the failed part is not a covered itemPlease see #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 $if it is determined to be a covered repairAttached is a copy of the type of contract that [redacted] purchased for referenceShould [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] on 08/11/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) is in receipt of [redacted] ***’s complaint # [redacted] regarding the [redacted] purchased from [redacted] [redacted] called in a claim to PWI back on February 4, stating that she experienced problems with her vehicle days after purchase*** [redacted] mentioned that her vehicle was loosing oil and she had to add several quarts of oilPWI has record that [redacted] called in similar claims for run low on oil on April 12, 2017, May 24, 2017, and October 6, Please know that [redacted] ***’s claim has not been denied coverageVerification of failure is needed to make a proper diagnosis and a proper repair in order to correct the vehicle’s problemTherefore, the part needs to be worn beyond serviceable limits and listed for coverage for PWI to cover a listed componentPWI will pay for listed components under the Base coverage [redacted] purchasedPlease note if the failure is due to items such as overheat, run low, contamination or intermix, they will not be covered under the contractThe diagnosis is determined by teardown authorized by the owner of the vehicleIf the diagnosis is a covered part, the teardown is covered under the terms of the contractHowever, if the repair is not covered under the VSC, the teardown charges are the customer’s responsibilityPlease 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 teardownIf [redacted] is interested in a refund, she can refer to the selling dealer and they can process the cancellation formWe appreciate your consideration, and hope this helps explain our position
Preferred Warranties, Inc(PWI) would like to respond to [redacted] ’s complaint # [redacted] on 03/1/ 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 ###-###-####
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 caseMr [redacted] purchased a Base Contract which is parts specific and lists items for coverageThe drive shaft is not a listed item for coverage under the Base contractPlease refer to the attached contract under Base Coverage for listed items.The transfer case is a listed item under the Base coverageAs stated in the contract, PWI uses components of the same type for making repairsPWI approved a recycled transfer case along with hours labor @ $75/hour and $ towards diagnosis time totaling $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 AgreementExcept as explained below, Administrator agrees to replace or repair parts listed in the Coverage described below if those parts are worn beyond serviceable limitsWhen 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 PWIThe 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 laborThe 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 $towards a new transfer caseMr [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 hours, which is based on the National Labor Guide, for Mr [redacted] ’s inconvenienceThis will be a one-time exception and will apply solely to this specific repairWe apologize for Mr [redacted] ’s inconvenience and hope this offer of good faith for Mr [redacted] ’s repairs to his vehicle shows our considerationWe have been in contact with Mr [redacted] and he will bring his vehicle to the shop once the used transfer case arrivesShould Mr [redacted] need any further assistance; please do not hesitate to contact us
Preferred Warranties Inchas reviewed [redacted] ’ complaint and contacted the repair facility, [redacted] ***, that previously installed the engine in March of [redacted] from [redacted] indicated that they would have checked the PCV system for proper operationIf there was a blockage they would have cleaned the system [redacted] ’ vehicle ran smoothly for several miles indicating the failure was not present at time of installationThe failure to [redacted] ’ engine was not the faulty crankshaft The inspection report indicates water buildup within the PCV system – extreme cold temperatures caused the moisture to freeze blocking the PCV system resulting in excess pressure buildup forcing the seal out of the back of the engine Please know that Paragraph on page four of the Service Contract states that the Service Contract does not cover any breakdown caused by lack of coolant or lubricantIn addition, the PCV system is an emissions componentBased on Paragraph on page four of the Service Contract any repairs to emissions components are not coveredWe appreciate your consideration and hope this clarifies the situationAttached is a copy of the contract purchased for referenceShould [redacted] have any questions regarding this claim, please do not hesitate to contact our office at [redacted]
Dear [redacted] ***: [redacted] ’s diagnosis did not fix the customer’s concernThe shop indicated the transmission was still not shifting gears properly and requested an authorization for a replacement transmission which includes another valve bodyBoth [redacted] & [redacted] were advised that PWI could not pay twice for the same partThe Vehicle Service Contract does not provide coverage for misdiagnosesPWI stands by their decision and has agreed to pay the amount for a used transmission and labor, totaling $2252.50, less the $already paid for the valve body, for a remaining balance of $ Once repairs are complete, and the customer is satisfied, we will release payment in the amount of $to [redacted]
[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] Complaint: [redacted] I am rejecting this response because:The shops PWI has offered were presented after half of the work was already processedChanging shops with still cause myself to incure additional costAlso in the contract it does not state they can use a used part from a junk yardIt states rebuilt, remanufactured, or recycleRecycle is another way of putting rebuiltFor a product to be recycled it must be taken from old and processed to create newTherefore their offer for a used transmission with 3,miles less than mine is unacceptableI refuse to have to deal with this issue again in months when the transmission fails again at the same mileagePWI is simple temporarily fixing the issue to get me through the warranty until it is out of warranty and tell me it is no longer coveredThey are a warranty company and should honor their contract and their commitmentI have now been without my vehicle for what is going on weeksThat is an entire monthI have paid my monthly loan amount for a vehicle I have not been able to driveI also have been having to pay for a rental vehicle because their contract only covers rental cars for daysI have gone above and beyond as well as the shops to work within my power to keep this transmission fix within their budget but there is no transmission shop that will be able to honor that low of a budget for this transmissionI have had a vehicle with a bad transmission before and it too was fixed at shops the PWI asked me to take it toThe transmission was rebuilt a total of times while I owned that car and I had to pay for full out of pocketI am not going through this againI ensured the transmission was being fixed properly to have a reliable car which is what I paid for and still am paying forIf I wanted this type of hassle I would have bought a cheaper car for cash and not dealt with PWIThey are simply trying to make money by altering their contracts to customers who do not know any betterI am even having them pay the shops directly so they can get the invoices of the actual work being performed and verify the amounts.If PWI wants to have the ability to use used parts in a vehicle without rebuilding them, they should state that in their contract when customers purchase the warrantyPWI could be having a transmission installed that is used and was damaged from a wreck, or had a failure just as mine didThey don't seem to careWell this is my vehicle that I am pouring hard earned money intoWithout this vehicle I am losing moneyThey need to just honor their contract and contact the shops I am dealing with and pay for the repairs and get the job completed Regards, [redacted] ***
This is a follow up on my previous complaintI can't comment on it because I waited to longI was waiting for part to come inSo here is the complaintThe engine that Preferred order came into the dealer later than expected, adding another week to my waitOf the extra days added because the engine wasn't ordered they did add a few days of my rental, so that's niceBut with this engine came other problemsI was told it was coming with paperwork with a year, 100,mile warrantyNO PAPERWORK WAS RECEIVEDThe engine came with a paper stating that if the Valve Cover was not replaced with a new part it would void the warrantySo the mechanic ordered a new cover for itI contacted Preferred and was told that mechanic needed to contact PreferredSo mechanic called and was told that this isn't covered and that they aren't paying for itTold 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 itI 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 responsibleThis was YOUR ENGINE that didn't come prepared to be installed and i'm required to cover the costThis claim is going to have cost me out of pocket about $This is ridiculousYou contact them and can never get the claim adjuster on the phoneI asked for a call yesterday and never received one, I again ask today and not sure if i'll get one or noti understand some charges I am responsible forBut when the bill for out of pocket is over $because of non-coverage issues because a COVERED part cause the damage is unacceptableIf it's a covered part that caused all the issues, then repairs should be covered completely, not just what they want toIT'S a COVERED PART that caused the damage, so cover the cost of repairPreferred 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
Preferred Warranties Inc(PWI) would like to respond to complaint # [redacted] of [redacted] The vehicle service contract (VSC) states that more than 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 commencedThe contract names [redacted] as the lienholder for the VSCPlease refer to the refund section of VSC on page fiveREFUNDS This Agreement may be cancelled for any reason within 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 cancellationThe right to refund is not transferableOnly the Selling Dealer is responsible to refund the price paid for this AgreementMore than 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 commencedAdministrator will retain a $cancellation fee plus an amount calculated pro rata based on the months or mileage elapsed since purchase, whichever is greaterPWI is more than willing to refund [redacted] ’s VSCOnce PWI receives a letter from the lienholder, [redacted] ***, with the total loss information including the date of loss and mileage at time of loss we can process the refundAttached is a copy of [redacted] ’s VSC for reviewIf [redacted] has any questions, he may call PWI at ###-###-####
This is our response to his rejectionAttached is a copy of the inspection report and a copy of [redacted] 's vehicle Service ContractPlease see # under "This service contract does not cover" of you have any questions, please feel free to contact me.Regards,Kimberly KExecutive Legal Assistant
[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] 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 partI was orginally given the other options and was willing to pay the difference for a remanufactured transmissionAt 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 coverI did explain why I did not want a used part and wanted to go with the other option of paying the differenceI was informed it was not an option and it never wasUsed was the only option they ever offerNone of their notes ever show this is what took placePWI said it was either I let them put a used transmission in or they don't pay to fix itPlus the transmission was shipped before I even decided what option I wanted toIt was after that I found out what I wanted to do was no longer and never was an optionThe transmission was damaged upon receiving it which is possible for the issues I had less than months laterPWI 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 elseThe repair I had to pay for more than likely was caused by the broken partI was informed of this by the same shop that did the original workThis is why I am rejecting their response Regards, [redacted] ***
Preferred Warranties Inc(PWI) would like to respond to complaint # [redacted] of [redacted] *** Our Claims department had made several attempts to contact [redacted] since Friday, 3/ [redacted] contacted us earlier today granting us permission to send a third party inspector to review the condition of ***’ vehicleUpon further review of the inspector’s findings, we will determine the next course of action
Preferred Warranties, Inc(PWI) would like to respond to [redacted] ’ complaint # [redacted] on 08/11/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 systemFailure 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 coverTHIS SERVICE CONTRACT DOES NOT COVER Repairs to emissions componentsOne of our Claim’s Team Leaders tried getting in contact with [redacted] regarding this claim and has left two voicemail messagesPWI also emailed [redacted] a copy of his contractIf [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 contractFurthermore, it would not fall under paragraph 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 controlsIncluding, 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); O(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 ###-###-####
[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] Complaint: [redacted] I am rejecting this response because: When I test drove the car I purchased the transmission was operating correctlyI purchased the "Preferred Warranty" at the time of purchase trusting that Preferred would honor their obligation to cover repairs on items as advertisedThe automobile was driven over miles before the transmission developed slippage problemsThe axle and transfer case is not the transmission and was not included as an item to be repairedThe transmission clutches are specified as items covered under Preferred Warranties contractual obligationsTransmission clutches do not break, they wear outThe terminology pertaining to Preferred Warranties contract #is frivolous and similar contract verb-age has been frowned upon by the courtsIt can be easily argued againstFor 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 repairsWhy does Preferred Warranty Incbusiness 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 coveredThis is simply misleading ,fraudulent and borders on a complete scam Regards, [redacted] ***
Preferred Warranties, Inchas 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 ** ***’ complaint # [redacted] 0pt;"> On 07/03/2014, PWI authorized $for a used transmission for ***’ vehicle ** [redacted] was given the option to ship in a used transmission or apply the $to rebuild the transmission On 07/07/2014, PWI offered a few shops where ** [redacted] could take the vehicle but he elected to take it to the shop of his choice, [redacted] ***The shop estimated $to rebuild the transmission** [redacted] asked if PWI would increase the amount we are applying to the transmissionThe claims adjuster explained to ** [redacted] that the cost to replace the engine would be $and that if wanted to have the transmission rebuilt, he would be responsible for the difference On 07/10/14, ** [redacted] opted not to replace the engine and decided to apply the $towards repairing the transmission and paying the difference On 07/14/14, ** [redacted] called stating that his shop ran into complications rebuilding the transmission and asked for more money to rebuild The adjuster explained to ** [redacted] that the $was all PWI could authorize for the repair Please refer to the contract, under WHAT IS COVERED BY THIS AGREEMENT: 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 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 The $that PWI approved was calculated on terms of replacing the transmissionPWI was able to find a transmission at $from a reputable supplier with a day warranty with fewer miles than ***’ vehicle, $for labor according to the shop, $for fluids/filters/seals and $for diagnostic timeThis amount less the $deductible is how the $was calculated** [redacted] was given several options to repair his vehicle he choose to rebuild the transmission$remains the most we are contractually responsible for paying 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 responseIf 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 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 [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-are coveredParts 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 rotorsUnder the Plus coverage parts not listed are not coveredThese components are not listed items for coverage Therefore, diagnostic charges are not covered if the failed part is not a covered itemPlease see #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 $if it is determined to be a covered repairAttached is a copy of the type of contract that [redacted] purchased for referenceShould [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] on 08/11/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) is in receipt of [redacted] ***’s complaint # [redacted] regarding the [redacted] purchased from [redacted] [redacted] called in a claim to PWI back on February 4, stating that she experienced problems with her vehicle days after purchase*** [redacted] mentioned that her vehicle was loosing oil and she had to add several quarts of oilPWI has record that [redacted] called in similar claims for run low on oil on April 12, 2017, May 24, 2017, and October 6, Please know that [redacted] ***’s claim has not been denied coverageVerification of failure is needed to make a proper diagnosis and a proper repair in order to correct the vehicle’s problemTherefore, the part needs to be worn beyond serviceable limits and listed for coverage for PWI to cover a listed componentPWI will pay for listed components under the Base coverage [redacted] purchasedPlease note if the failure is due to items such as overheat, run low, contamination or intermix, they will not be covered under the contractThe diagnosis is determined by teardown authorized by the owner of the vehicleIf the diagnosis is a covered part, the teardown is covered under the terms of the contractHowever, if the repair is not covered under the VSC, the teardown charges are the customer’s responsibilityPlease 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 teardownIf [redacted] is interested in a refund, she can refer to the selling dealer and they can process the cancellation formWe appreciate your consideration, and hope this helps explain our position
Preferred Warranties, Inc(PWI) would like to respond to [redacted] ’s complaint # [redacted] on 03/1/ 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 ###-###-####
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 caseMr [redacted] purchased a Base Contract which is parts specific and lists items for coverageThe drive shaft is not a listed item for coverage under the Base contractPlease refer to the attached contract under Base Coverage for listed items.The transfer case is a listed item under the Base coverageAs stated in the contract, PWI uses components of the same type for making repairsPWI approved a recycled transfer case along with hours labor @ $75/hour and $ towards diagnosis time totaling $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 AgreementExcept as explained below, Administrator agrees to replace or repair parts listed in the Coverage described below if those parts are worn beyond serviceable limitsWhen 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 PWIThe 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 laborThe 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 $towards a new transfer caseMr [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 hours, which is based on the National Labor Guide, for Mr [redacted] ’s inconvenienceThis will be a one-time exception and will apply solely to this specific repairWe apologize for Mr [redacted] ’s inconvenience and hope this offer of good faith for Mr [redacted] ’s repairs to his vehicle shows our considerationWe have been in contact with Mr [redacted] and he will bring his vehicle to the shop once the used transfer case arrivesShould Mr [redacted] need any further assistance; please do not hesitate to contact us
Preferred Warranties Inchas reviewed [redacted] ’ complaint and contacted the repair facility, [redacted] ***, that previously installed the engine in March of [redacted] from [redacted] indicated that they would have checked the PCV system for proper operationIf there was a blockage they would have cleaned the system [redacted] ’ vehicle ran smoothly for several miles indicating the failure was not present at time of installationThe failure to [redacted] ’ engine was not the faulty crankshaft The inspection report indicates water buildup within the PCV system – extreme cold temperatures caused the moisture to freeze blocking the PCV system resulting in excess pressure buildup forcing the seal out of the back of the engine Please know that Paragraph on page four of the Service Contract states that the Service Contract does not cover any breakdown caused by lack of coolant or lubricantIn addition, the PCV system is an emissions componentBased on Paragraph on page four of the Service Contract any repairs to emissions components are not coveredWe appreciate your consideration and hope this clarifies the situationAttached is a copy of the contract purchased for referenceShould [redacted] have any questions regarding this claim, please do not hesitate to contact our office at [redacted]
Dear [redacted] ***: [redacted] ’s diagnosis did not fix the customer’s concernThe shop indicated the transmission was still not shifting gears properly and requested an authorization for a replacement transmission which includes another valve bodyBoth [redacted] & [redacted] were advised that PWI could not pay twice for the same partThe Vehicle Service Contract does not provide coverage for misdiagnosesPWI stands by their decision and has agreed to pay the amount for a used transmission and labor, totaling $2252.50, less the $already paid for the valve body, for a remaining balance of $ Once repairs are complete, and the customer is satisfied, we will release payment in the amount of $to [redacted]
[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] Complaint: [redacted] I am rejecting this response because:The shops PWI has offered were presented after half of the work was already processedChanging shops with still cause myself to incure additional costAlso in the contract it does not state they can use a used part from a junk yardIt states rebuilt, remanufactured, or recycleRecycle is another way of putting rebuiltFor a product to be recycled it must be taken from old and processed to create newTherefore their offer for a used transmission with 3,miles less than mine is unacceptableI refuse to have to deal with this issue again in months when the transmission fails again at the same mileagePWI is simple temporarily fixing the issue to get me through the warranty until it is out of warranty and tell me it is no longer coveredThey are a warranty company and should honor their contract and their commitmentI have now been without my vehicle for what is going on weeksThat is an entire monthI have paid my monthly loan amount for a vehicle I have not been able to driveI also have been having to pay for a rental vehicle because their contract only covers rental cars for daysI have gone above and beyond as well as the shops to work within my power to keep this transmission fix within their budget but there is no transmission shop that will be able to honor that low of a budget for this transmissionI have had a vehicle with a bad transmission before and it too was fixed at shops the PWI asked me to take it toThe transmission was rebuilt a total of times while I owned that car and I had to pay for full out of pocketI am not going through this againI ensured the transmission was being fixed properly to have a reliable car which is what I paid for and still am paying forIf I wanted this type of hassle I would have bought a cheaper car for cash and not dealt with PWIThey are simply trying to make money by altering their contracts to customers who do not know any betterI am even having them pay the shops directly so they can get the invoices of the actual work being performed and verify the amounts.If PWI wants to have the ability to use used parts in a vehicle without rebuilding them, they should state that in their contract when customers purchase the warrantyPWI could be having a transmission installed that is used and was damaged from a wreck, or had a failure just as mine didThey don't seem to careWell this is my vehicle that I am pouring hard earned money intoWithout this vehicle I am losing moneyThey need to just honor their contract and contact the shops I am dealing with and pay for the repairs and get the job completed Regards, [redacted] ***
This is a follow up on my previous complaintI can't comment on it because I waited to longI was waiting for part to come inSo here is the complaintThe engine that Preferred order came into the dealer later than expected, adding another week to my waitOf the extra days added because the engine wasn't ordered they did add a few days of my rental, so that's niceBut with this engine came other problemsI was told it was coming with paperwork with a year, 100,mile warrantyNO PAPERWORK WAS RECEIVEDThe engine came with a paper stating that if the Valve Cover was not replaced with a new part it would void the warrantySo the mechanic ordered a new cover for itI contacted Preferred and was told that mechanic needed to contact PreferredSo mechanic called and was told that this isn't covered and that they aren't paying for itTold 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 itI 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 responsibleThis was YOUR ENGINE that didn't come prepared to be installed and i'm required to cover the costThis claim is going to have cost me out of pocket about $This is ridiculousYou contact them and can never get the claim adjuster on the phoneI asked for a call yesterday and never received one, I again ask today and not sure if i'll get one or noti understand some charges I am responsible forBut when the bill for out of pocket is over $because of non-coverage issues because a COVERED part cause the damage is unacceptableIf it's a covered part that caused all the issues, then repairs should be covered completely, not just what they want toIT'S a COVERED PART that caused the damage, so cover the cost of repairPreferred 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
Preferred Warranties Inc(PWI) would like to respond to complaint # [redacted] of [redacted] The vehicle service contract (VSC) states that more than 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 commencedThe contract names [redacted] as the lienholder for the VSCPlease refer to the refund section of VSC on page fiveREFUNDS This Agreement may be cancelled for any reason within 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 cancellationThe right to refund is not transferableOnly the Selling Dealer is responsible to refund the price paid for this AgreementMore than 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 commencedAdministrator will retain a $cancellation fee plus an amount calculated pro rata based on the months or mileage elapsed since purchase, whichever is greaterPWI is more than willing to refund [redacted] ’s VSCOnce PWI receives a letter from the lienholder, [redacted] ***, with the total loss information including the date of loss and mileage at time of loss we can process the refundAttached is a copy of [redacted] ’s VSC for reviewIf [redacted] has any questions, he may call PWI at ###-###-####
This is our response to his rejectionAttached is a copy of the inspection report and a copy of [redacted] 's vehicle Service ContractPlease see # under "This service contract does not cover" of you have any questions, please feel free to contact me.Regards,Kimberly KExecutive Legal Assistant
[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] 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 partI was orginally given the other options and was willing to pay the difference for a remanufactured transmissionAt 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 coverI did explain why I did not want a used part and wanted to go with the other option of paying the differenceI was informed it was not an option and it never wasUsed was the only option they ever offerNone of their notes ever show this is what took placePWI said it was either I let them put a used transmission in or they don't pay to fix itPlus the transmission was shipped before I even decided what option I wanted toIt was after that I found out what I wanted to do was no longer and never was an optionThe transmission was damaged upon receiving it which is possible for the issues I had less than months laterPWI 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 elseThe repair I had to pay for more than likely was caused by the broken partI was informed of this by the same shop that did the original workThis is why I am rejecting their response Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because they should honor what's on their website Regards, [redacted] ***
Preferred Warranties Inc(PWI) would like to respond to complaint # [redacted] of [redacted] *** Our Claims department had made several attempts to contact [redacted] since Friday, 3/ [redacted] contacted us earlier today granting us permission to send a third party inspector to review the condition of ***’ vehicleUpon further review of the inspector’s findings, we will determine the next course of action
Preferred Warranties, Inc(PWI) would like to respond to [redacted] ’ complaint # [redacted] on 08/11/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 systemFailure 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 coverTHIS SERVICE CONTRACT DOES NOT COVER Repairs to emissions componentsOne of our Claim’s Team Leaders tried getting in contact with [redacted] regarding this claim and has left two voicemail messagesPWI also emailed [redacted] a copy of his contractIf [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 contractFurthermore, it would not fall under paragraph 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 controlsIncluding, 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); O(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 ###-###-####