Southwest Reinsure Reviews (%countItem)
Southwest Reinsure Rating
Address: 2400 Louisiana Blvd NE Bldg 4 Ste 100, Albuquerque, New Mexico, United States, 87110-4329
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Contract Cancellation - ***
I had the displeasure to contract an extended warranty at *** in Manchester, NH from SouthWestRE. After having inumerous issues with the dishonest dealer. I cancelled my contract with SouthWestRe by email and post within the 15 days of contract that would give me 100% refund back. The contract states that I have to receive my refund check back in 4-6 weeks.
This time has gone by. I have been contact the Dealer and SouthWestRe together by email every week and SouthWestRe is unwilling to help while see that the Dealer which they have a CONTRACT with, is not answering or willing to pay me back!
SouthWestRe should be responsible to intervene and help me getting my money back!! But it's not doing ANYTHING to help me.
These kind of companies should not be allowed to operate.
Mr.,
We reviewed your contract file and found the following:
9/17/19 Received your request to cancel via email
9/20/19 Informed you that we needed all the required documents in order to cancel contract
9/30/19 Received all the necessary documents and information required.
10/9/19 Your contract was cancelled
10/17/19 We sent our portion of the refund to ***.
10/22/19 *** sent the refund to *** for $2434.00 (Check # ***) The checked cleared on 10-28-19.
You received a full refund for the service contract you purchased. Per the contract “If there is a Finance Company, the refundable amount will be paid to the Finance Company.”
We hope this answers your questions regarding your refund.
Compliance Department
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
My car was a total loss in a no fault of mine accident on 3/7/19. I filed all the required gap insurance paper work on 3/20 and I have back up emails to support it. This company advises on their claim for 10-15 business days for review. But, keeps adding more time on to review this claim for payment. I have no vehicle and could loose my job. I have no money to afford another vehicle without financing. This gap insurance is prolonging payment on this claim and creating an economic hardship for me. I also have 2 children and having no vehicle has been a great hardship. I can not seek financing until this gap claim is paid. Please help me.
We received the claim documents 3/21/19. On 4/8/19 we emailed that we did not have the police report. We received the police report 4/8/19.
We will be issuing a benefit check today, 4/12, to her creditor in the amount of $8,057.85.
Let us know if you have any other questions or need more information.
Compliance Department
I have a van that had a problem that started with transmission failure and 4th gear sticking. Then it was the engine blew due to a radiator cap blowing off which caused the engine to blow. Warranty doesnt want to cover the engine or water pump due to over heating but thats not what started it.
As of today’s date there has not been a determination of what caused the vehicle failure. The last note indicated that the service provider was going to call the customer to get authorization to determine the cause of failure. At this time, please continue to work with our claims department in order to determine what repairs need to be done and what is covered by the service contract.
Compliance Department
Complaint: ***
I am rejecting this response because: the inspector that came out isn't a certified mechanic. My van had lights that were on before it over heated which caused the engine failure. The van was in great condition before the problems starting on 3/7 and this van had regular checkups and oil changes done at mechanic shops. The timing on it has more to contribute to the problems as well. I have AAA and they recommended Honest 1 to work on my vehicle. The problem with my van is something the warranty company is responsible for paying for hence why I'm not giving up on this because I know that it wasn't due to overheating. I'd appreciate your cooperation on this. Thank you
Regards,
***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Ms.
We contacted the claims department and your claim has not been denied. As of the today, March 27, we are proceeding with covering the claim. According to the claim notes the shop is suppose to be contacting you about which engine you are going to choose. You have a choice to opt for the shop's engine (and pay the difference, with a "better" warranty) or we will ship an engine that will have it's warranty expire with the contract in 1,413 miles.
Please contact our claims department with any questions or contact your auto repair shop to find out the status of your repairs.
Compliance Department
I sent in the required information on the checklist on 2/19/19. I called to follow through and make sure that all the pages sent were received. From the start, every person I have spoken to gets an attitude and becomes very short with their answrs, obviously following a robotic script to get you off the phone. I know that the email states that it takes 10-15 business days to review the paperwork and even still, I’ve called throughout that time and each time I was told that they don’t know the status, or at least they act like they don’t know. Today, again, I called to check the status since the time frame has been met and I was told that I would have an answer by the end of the day and STILL nothing. This is frustrating for multiple reasons, the main one being that I’m still paying for the vehicle that was totaled, so I can’t purchase another vehicle until this is cleared and no one seems to care, they just try to hurry you off the phone. When you tell a customer the date they will receive something, they expect it to be on that day!! Half *** customer service with a business that demands a checklist be done before even reaching out to them but takes forever with its “process” and can’t even keep its own promises.
Ms.,
Our claims department has finished processing your claim. The check will be issued on March 15, 2019 and put into the mail the same day. The claims department should be contacting you with the amount and confirmation that they are sending out the check.
Compliance Department
My 2010 ford escape needs a motor and my mechanic has located a used one for me, however the extended warranty company says they will only pay if the motor come with a 12 month or 12,000 mile warranty. My mechanic says there Isn't a mechanic that is going to give that kind of warranty on a used motor. I feel like they are just trying to stall because my warranty is almost up.
Upon review, the vehicle entered the shop with a concern “engine noise, possible rod knock in the lower end”. At this time there has not been a sufficient diagnosis and/or disassembly to determine a cause of failure or course of action. The customer needs to give the auto shop authorization to fully diagnose the vehicle and to do a teardown if necessary. Once a cause of failure is determined we can move forward with potential repairs if they are covered by the service contract.
With regard to the warranty for repair (should it be eligible for coverage), since the contract has only 4,910 miles left and about 3 weeks’ time remaining, for any parts supplied by us their warranties will expire with the contract. However, if the shop obtains a better warranty then the customer can certainly take advantage of it. We do not need to have a 12 month/12K mile warranty from the shop at this point.
Please contact our Claim Department or the auto shop in order to move forward with the process.
Compliance Department
On Sep 14th I cancelled ALL of my contracts because my car was totaled. I submitted ALL paper work that they needed right away. On 10/4/18 my refund check was sent to dealership.On Oct 18th The dealership said "Yes they were sent out on Oct 4th to us and we did received it on Oct. 9th. I was out of the office from 10/10-10/16. I just coded the check and issued your cancellation refund check#*** $2635.43. It is now in management for review/approval and signature. It will be mailed to you once it is signed." and I would receive it before the end of Oct. On Nov 28th I was told the dealerships went out of business, but they are working on it." It recently came to our attention that Momentum Chrysler Dodge Jeep Ram of Vallejo is out of business. We are still working out the details and what steps to take next. I was under the impression Maria had assist you with your inquires. I understand you have been trying to obtain your cancellation refund from the dealer for quite some time now so I apologize for the huge inconvenience and any troubles this has caused you. I will be sure to update you as soon as I have any updates"
Dec 13th "Understood, we’ve sent them our refund and since Maria replied back to you, I was under the impression they were getting you taken care of. You have provided all the necessary documents we needed so thank you for your due diligence. Rest assure, we are working to get this resolved for you as quickly as we possibly can"
Dec 21st Im still waiting on my check. I feel like nobody cares and they just keep putting me off im a single mom with two kids and I was expecting this money in Oct like I was told. Please finish the job! and give me the money that is owed to me should not take 5mon to cancel a contract, I read you have 60 days!!
Refund checks were sent to Ms. on December 27, 2018.
Check No. *** = $1,907.03
Check No. *** = $728.40
The total amount is $2,635.43 which Ms. referenced in her complaint.
We sincerely apologize for the difficulty that you had in collecting your refund and the delay in the response to this complaint. Please contact *** if you have any further questions or issues.
Compliance Department
This involves the 3rd Party Warranty coverage we obtained when we bought our Mercedes Benz 2011 SL550 back in December 2015.
yesterday, our mechanic at Ruben's Imports in Dana Point files a claim with SouthwestRE to replace a defective part. SouthwestRE stated they would only cover $1,136.87 of a part that cost $1,850.00, which would leave me with the balance, along with the expected $100.00 deductible, cover the part of the hourly rate that SouthwestRE adjust said they would not cover.
I reached out to the claims department and compliance dept by email asking why. Today they finally respond after I emailed again asking for an update to which they stated with the following statement. Of course this was after the work was already being wrapped up. I paid for a warranty, to which they feel it is ok to tell me only after I asked questions that they could ship a part which would take a few days, instead of telling my mechanic the options. The mechanic already had the part ordered and delivered locally.
"Ms.,
Our understanding, after speaking to the claims department, is the shop wants to charge $1804 for the part. We can have the same original equipment manufacturer part shipped to the shop for $1136.87, usually takes a few days to get there. We can ship that part to your shop and you would not have to pay the additional $700. If you have additional questions regarding this issue you can contact our claims department to discuss."
Per the contract we have the right to replace a part with a like, kind and quality part. We offered a replacement pump for $1,136.87 with a 24/24 factory warranty and 1 day shipping to California. Mr. chose the auto shop’s replacement part so we paid the difference.
G. WHAT THE ADMINISTRATOR WILL DO WHEN A CLAIM IS REPORTED
NOTE: (1) At the sole discretion of the Administrator, a Covered Part may be replaced with new parts, remanufactured parts, or with used parts of like kind and quality.
The shop requested $185 per hour for labor. The contract states the max is $80 per hour but we agreed to pay for $150 per hour for labor.
As the administrator of this VSC, we believe the amount we have agreed to pay is valid and in accordance with the terms and conditions for coverage under the VSC. We trust that the provided information satisfies your inquiry regarding your claim.
Compliance Department
Dealers Alliance Corporation
Complaint: ***
I am rejecting this response because: From my understanding, they expect to give us a rebuilt after market part rather than an actual Mercedes Benz part, which is not acceptable.
Regards,
*** & ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Mr.,
The contract that you purchased states that we have the right to replace a part with a like, kind and quality part. We stand by the amount we have agreed to pay for your claim.
Compliance Department
Dealers Alliance Corporation
I paid for gap insurance when I bought my 2017 Chrysler 200 from Audubon Chrysler. The car was in an accident and got totaled. We we file the claim for the gap insurance they have denied the claim 2 time. First they said because my daughter was on the phone while driving which she was not the police report states that the passenger was on the phone. I told them that now they said because she did a rolling stop and not a complete stop. I did not know with gap insurance you had yo be a prefect driver. I called Audubon Chrysler and asked they why did they sell me the insurance if it wasn't for yo cover anything.
A driver is not expected to be a perfect driver but there is an expectation that they will follow basic traffic laws. The driver stated in the police report that she did a “rolling stop” through the stop sign. That would seem to be a willful negligent act that contributed to the cause of the accident. There is an amount of responsibility that a driver has to mitigate the possibility of an accident and following traffic laws would be one of them. The claim was never denied due to the driver being on the cellphone. We are aware that the person on the cellphone was the passenger.
As stated in the letter that was sent to you, the claim was denied per section “D. EXCLUSIONS This Addendum does not apply to loss of or damage to the Covered Vehicle:3. Caused by a willful, wanton, or recklessly negligent act by the Buyer, family member, or other person acting under Your authority.” Based on the police report provided, a factor to the collision was “Driver Inattention”.
As was stated in the denial letter, if you have any other documentation that would show otherwise, please send written proof to our office for consideration. At this time the only information we have is the police report. As the administrator of this GAP addendum, we believe that this denial is valid and in accordance with the terms and conditions for coverage under the GAP addendum. You may wish to contact the selling dealer for a cancellation and unused premium refund of the GAP addendum.
Compliance Department
Southwestre, Inc.
Complaint: ***
I am rejecting this response because:
I have talked to my attorney and Audubon Chrysler and they say both of them read it is if she ran the stop with out stopping at all. But she did stop. Yes it may have been a rolling stop but it is still a stop. The other driver was going over the speed limit and couldn't stop in time.. she was making a right hand turn and when she got to the stop she didnt ser the other car. No she didnt xray st the stop sign for 5 minutes, when she got to the stop sign she didnt ser anything and let off the break and made the turn. I have even talked to the officer that did the report and he said if it was recklessly negligent than he would have gave her a ticket. No tickets were given and she wasn't in trouble for her stop.
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
I purchased a Superior Service Warranty Protection Plan with Southwest RE thru a auto loan I have with Credit Acceptance and in the warranty it states the engine is covered. I took the vehicle in because of engine light was on and the car was stopping. The dealership states there is an engine issue and submitted the claim to Southwest RE who the warranty is with. The claim was denied and the warranty was covered. Every time I submit a claim to this company each claim is denied and they state it is not covered. It seems nothing is covered under this warranty and that this company is scamming customers by having us purchase warranties that does not cover anything. I feel they are ripping off the consumer and not providing the services we have purchased. I even tried to request a second review or dispute the claim and I was told that nothing will be done and no other decision will be made and there was no one I could complain or file an complaint with beside Revdex.com. They would not provide me with any corporate info and when I googled the info an called I was told corporate only handles cancelling of warranties and was given no information
Ms.
We received your request to review the denial of your claim regarding the Vehicle Service Contract (“VSC”) referenced above.
On April 10, 2018, your vehicle was inspected by a third party independent inspector. The inspector found that it was a broken plug tip that caused the score in the cylinder wall to misfire that led to the heavy carbon in the #3 combustion chamber and valves. The leak down cause was due to one intake valve not seating properly. The inspection report/findings were signed off by the service provider.
If the spark plug caused the damage to the cylinder wall, the spark plug is not covered by your contract and any damage as a result of it is not covered. If the cause of the failure is due to the valves are not seating because they are worn or the seat in the head is worn or because of carbon build, that is also not listed for coverage.
As the administrator of this VSC, we maintain our denial of the claim due to non-covered components caused the damage of the vehicle. We believe that this denial is valid and in accordance with the terms and conditions for coverage under the VSC.
First Automotive
Complaint: ***
I am rejecting this response because: the Stark plugs were not wore but brand new and tune up was done on vehicle less than a month before this issue occured. The engine is supposed to be covered by this warranty the engine is damaged. I believe the only reason for the denial is because of the cost of the repair. And everytime a claim was submitted for this vehicle nothing seems to be covered. I believe they are scamming people and we are purchasing a warranty where nothing is covered.
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
May 8, 2018 ***
***
*** Re: *** – Contract No. *** Revdex.com ID No *** Ms. We do not doubt that your spark plugs were new and the vehicle just had a tune up but nonetheless the inspector found that a broken sparkplug tip caused the score in the cylinder wall to misfire that led to the heavy carbon in the #3 combustion chamber and valves. The leak down cause was due to one intake valve not seating properly. If the spark plug caused the damage to the cylinder wall, the spark plug is not covered by your contract and any damage as a result of it is not covered. If the cause of the failure is due to the valves are not seating because they are worn or the seat in the head is worn or because of carbon build, that is also not listed for coverage. Engine is a vehicle system. Listed next to it is a list of what is covered in the engine. See contract under: COVERED PARTS "For convenience, the Covered Parts are listed next to the Vehicle systems to which they relate. The Vehicle systems listed are not Covered Parts." 1. Engine – Engine Block and Cylinder Heads are covered when damaged due to a failure of an internally Lubricated Part. All internal Lubricated Parts, harmonic balancer, turbocharger, supercharger, timing gear, chain and bolt, head gasket, timing cover, timing belt, intake and exhaust manifolds, valve covers, oil pan and engine mounts. Also see under: EXCLUSIONS — WHAT THIS CONTRACT DOES NOT COVER: 2. A Breakdown caused by contamination of or lack of proper fuels, fluids, coolants or lubricants, including a Breakdown caused by a failure to replace seals or gaskets in a timely manner. Carbon build up would be considered contamination...and that is not covered. 19. Loss of compression through gradual failure of rings and valves. 23. Other normal maintenance services and parts, including, without limitation, engine tune-up, spark plugs... 27. Damage to a Covered Part caused by a part that is not a Covered Part. All of the potential causes of the damage were caused by non-covered parts. As the administrator of this VSC, we maintain our denial of the claim due to non-covered components caused the damage of the vehicle. We believe that this denial is valid and in accordance with the terms and conditions for coverage under the VSC. Sincerely, David M General Counsel
Refusing to pay off the rest of my loan on my truck bc I was involved in a auto accident and totaled my truck and they are leaving me with the rest of my loan to payoff and I had this company as a gap insurance
Re: *** – Addendum No. ***
Dear Mr.:
We received your complaint to the Revdex.com regarding our denial of the GAP addendum referenced above.
On September 24, 2017, you were involved in an accident that resulted in your vehicle being declared a total loss. According to the police report, your vehicle was declared at fault in the accident and a citation (see attached) was issued. The citation was issued for:
Failed To Give Full Time and Attention
Too Fast For Conditions
Followed Too Closely
Inattentive
Other Improper Action
It also stated:
Driver Distracted By: Inattentive Or Lost in Thought
Per the Addendum (see attached), this would be considered a recklessly negligent act and the loss would not be covered by this Addendum, please see No. 10 under the Exclusions:
EXCLUSIONS - This Addendum does not provide coverage for the LOSS:
10. Resulting from BORROWER’S intentional damage or loss to the COLLATERAL or recklessly negligent acts.
If you have other documentation that would show otherwise, please send written proof to our office for consideration. You may wish to contact the selling dealer for a cancellation and unused premium refund of the GAP addendum.
We support the initial denial and believe that this denial is valid and in accordance with the terms and conditions for coverage under the GAP addendum. We trust that the information provided satisfies any and all inquiries regarding the above listed addendum and the claim involved herein.
Sincerely,
David M
General Counsel