The Penn Warranty Corporation

May 7, 2018Dear *** ***:I have received *** ***’s rejection and upon review our position remains the same as stated earlierHowever, we will offer the amount of $for the caliper repairsThis amount consists for *** *** calipers in the amount of $and labor of $127.50, hours as pursuant to *** *** at the contract rate of $75/hour, minus the $per occurrence feeThis is the amount that would have been authorized had the claim been coveredThis is being offered to see if this matter can be amicably resolvedPlease note we are not accepting liability for this repair but making this offer through your office.Thank you for your time and attention and upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale M.Corporate Attorney

November 9, 2017Dear *** **:I have received your complaint and after a complete review of the facts and documents as they pertain to this claim, the following is a result of my findings:Included in your file is a copy of the claims worksheet showing that on October 25, 2017, AAuto Care initiated a
claim for the timing chain of your Audi AOn that date an adjuster was assigned to this matter, and verified with center vehicle/customer information, claims procedures, and tear down requirementsUpon investigation a fault code showed the failure at miles and days after purchaseThe claim was then denied for prior to contractAfter discussions with the shop and yourself the claim was reopened and the teardown took placeAs a result of the completion of tear down the vehicle was then inspected by an independent inspector to verify the shop’s diagnosis and to determine a cause of failureThe inspector verified the left head chain is loose and tensioner if fully extended, has contact mark on end of tensioner from playThe cause of failure was wear and tear failure of the left head timing chain with subsequent damage to the tensioner from continued operationTiming chain issue was in progress prior to the miles placed on the vehicle since purchaseThis verifies the finds of the fault code as stated above.Based on this information the claim was deniedThis denial was a result of failures being prior to contract acceptanceThe contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, “For a mechanical breakdown which existed prior to, or was caused by a condition which existed prior to the service contract purchase date.” Due to the unfortunate circumstance of the vehicle being purchased in this condition we will offer a refund of the contract price of $If acceptable please sign the enclosed acceptance form and the contract will be canceled and payment sent directly to your attention.Sincerely,Krista B.Customer Relations

Dear *** ***, In response to *** ***'s rejection our position remains the same as stated earlier Also, the contract does have a provision for emergency repairs as I stated in our response. Gale ** M***

Dear *** ***, In response to ***'s rejection attached is the contract that she purchased As referenced in my earlier reply seals and gaskets, as well as fluid leaks are not covered The one exception as stated under Engine are cylinder head gaskets and intake manifold gaskets are covered for coolant leaks only. Gale *M***

Dear *** ***,
For the reasons I stated earlier our position remains the same
Gale *M***

April 20, Dear *** ***,I have received the above captioned complaint and have reviewed the filedOn April 2, 2018, a claim was called in by *** *** *** pertaining to the brake lines and calipers of *** ***’s *** ***On that date, the adjuster spoke to the repair
center and went over the claims procedures and instructed them to obtain your permission to have it torn down and diagnosed to show the complete and necessary repairAn inspection was order by an independent inspector to verify the shop's diagnosis.The inspector found the brake caliper pins are all rust seizing with heavy rust build up at the pins and the left rear brake line is rusted throughBased on these finding the claim was deniedThe contract agreement states under "WHAT IS NOT COVERED" ...conditions of the environment...The contract also states “Under this used vehicle service contract, THE PENN WARRANTY CORPORATION will reimburse you, or your repair center, the amount authorized for the repair or replacement of any component covered by this agreement (excluding sales tax) that is found to be defective or worn beyond service limits, including through wear and tear.” There were no such failures foundThe failures were due to rust, a condition of the environment, and not covered.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale M.Corporate Attorney

[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,
*** ***

Dear *** ***, In response to *** ***'s rejection, on September 28, a check was mailed to *** *** Credit Union. It was returned by them since it did not have their account number on it. We then contacted them, obtained the account number, and the corrected check was mailed to them a few day ago. Gale *M***

January 29, 2018Dear *** ***:I have received the complaint captioned above and have reviewed the fileOn August 18, 2015, *** *** called in a claim for the alternator of *** ***’s *** ***We then authorized and paid $for this repairOn
February 9, 2016, *** *** *** call in a claim for the throttle body position sensorThis is a non covered component under the contract agreement and the claim was then closedOn February 6, the customer contacted us as to the evaporator sensor and rear main seal and these are non covered componentsWe were then contacted on January 22, 2018, by the customer's husband as to the tie rod and heaterHe was instructed that the tie rod is a non covered component the heat issue may not be covered and would need to be diagnosedWe were then contacted the next day by *** *** requesting a full refund and was instruct she is entitled to a pro rated refund under Georgia law.The contract covers specific components listed as stated under Section I:“ WHAT THIS SERVICE CONTRACT COVERS Coverage - During the Service Contract Period We will pay a Repair Facility, or at Our option, reimburse You the Cost to remedy any Breakdown of the parts listed below, less Per OccurrenceParts not listed are not covered by this Service Contract.”The contract also states on Page 1:“Only the components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under “What This Sen/ice Contract Covers”, are covered by this ServiceContract.”The throttle body position sensor, evaporator sensor, and the tie rod are not listed; therefore, are non-covered components under the contract agreement.Also, as to the rear main seal, gasket and seals are not covered for fluid leaks. The contract states under section IIIWHAT THIS SERVICE CONTRACT DOES NOT COVER paragraph #6, FOR FLUID LEAKS OR DAMAGE THAT RESULTS FROM FLUID LEAKS and paragraph “SEALS AND GASKETS ARE NOT COVERED BY THIS SERVICE CONTRACT UNLESS REQUIRED IN CONJUNCTION WITH A COVERED REPAIR."As to the refund request, the contract was purchased on June 24, for 48 months in the state of GeorgiaUnder Georgia law *** *** is entitled to a pro rated refund, however any refund provided would be sent to the lien holder, Gateway One Lending as stated in the contract agreement.Thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale ** M***Corporate Attorney

May 3, Dear *** ***,I have received the above referenced complaintFrom review of our file a claim was called in on February 15, 2018, by *** of Orland Park pertaining to *** ***’s *** ***An adjuster was assigned to this matter at which time verified with the center
customer/vehicle information, claims procedures, and tear down requirementsWe received the estimate on February 23, 2018, stating the necessary repair was that of the sealing sleeveThis is a non covered component under the contract agreement and the claim was then closed on that dayThe contract covers specific components listed under Component Coverage on page of the serviced contractAt the bottom of said page it states: “Only the components listed in the above systems are covered under the Service ContractNo other components other than those listed above under “Component Coverage” are covered by this Service Contract.”The sealing sleeve is not listed as covered; therefore, it is a non covered itemFurther the contract covers the transmission case and all internal partsThe sealing sleeve is external to the case, therefore not coveredUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale MCorporate Attorney

Dear *** ***
In response to *** *** complaint, please see the attached
correspondence
*** ** ***I have received the above referenced complaintUpon review, on May 27, 2015, J&J Automotive initiated a claim for *** *** *** *** *** Upon investigation the necessary repairs were that of the window motor, steering wheel position sensor and fuel filler pipeThese are non covered components and the claim was then closed The terms and conditions of the Basic Contract under the heading WHAT IS COVERED?, states the components and systems that receive coverageIt further mentions, “Only the components listed in the above systems are coveredNo other components, other than those listed above under “What Is Covered/“, are covered by this agreement.” The items called in on the claim are not listed in the agreement and therefore there is no coverage for those particular items.Sincerely, THE PENN WARRANTY CORPORATION

From: *** ***Date: Sat, May 13, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I finally received a check from Penn Warranty after leaving them about messages and emails everyday after they agreed to send check after I forward bill. I did not know that there was any further action required, sorry for the delay. ***

Dear MsStewart, In response to MrGonyer's complaint please see the attached correspondence from our Dispute Settlement Division to MrGonyer detailing our position in this matter.
Gale TMayorowski

August 28, Dear *** ***:I have received the above referenced complaintUpon review of our file, a claim was called in on July 7, by *** *** pertaining to overheating of *** ***'s *** DTSWe instructed the service center to obtain *** ***'s
permission to have it torn down and diagnosed to show the complete and necessary repairOnce this was done an independent inspector reviewed the vehicle to confirm the shop’s diagnosis of engine replacement.The inspector noted that both of the cylinder heads and the engine block were warped inchesThe cause of failure was the vehicle being severely overheated and continued operation until the heads and block warpedBased on these finding the claim was denied due to the overheat and continued operationThe contract covers components that are defective or worn beyond service limitsNeither was the case in this matter.The terms of the contract regarding reimbursement for a component failure states: “Other items not covered include: ....damage from overheat, continued operation after the initial failure...” the failures to the engine were denied for said conditions.I thank you for your time and attention on this matter and if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATION
Gale *M***
Corporate Attorney

April 9, 2014Dear ***,I have received the above referenced complaintFrom review of our file a claim was called in by *** *** *** pertaining to the ball joints on ***’s *** *** ***An adjuster was assigned to this matter at which time verified with
the center customer/vehicle information, claims procedures, and tear down requirements.Upon investigation the claim was then denied as to the failures being prior to contract since the vehicle was sold in this conditionThe contract clearly states under the heading WHAT IS NOT COVERED?, "Component failures which occur prior to the acceptance of the contract are not covered by this agreement.” Further is also states: "IMPORTANT: Coverage does not begin until this agreement is received and approved at THE PENN WARRANTY CORPORATION at the address listed above." However we will offer the amount of $which would have been the amount authorized had the claim not been deniedWe are not accepting liability for this repair but making this offer to see if it can be amicably resolved through your agency.As to ***’s request for a refund, the terms of the Gold Contract states: "...there is no credit for early terminations.”Therefore no refund will be offeredI thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATION

May 16, 2014Dear *** ***:I have received the complaint captioned above and have reviewed the fileOn May 13, *** *** * *** ***, called in a claim on *** ***’s *** *** stating no a/cOn that date, the adjuster spoke to the repair center and went over the
claims procedures and teardown requirements for the repairUpon investigation the necessary repair was that of the a/c compressorWe then authorized $broken down as follows:$*** *** a/c compressor $Labor as per the *** Labor Guide of hours@Contract rate of $75.00/hour-$Per occurrence fee$Total Authorization (***)Please note at the time of the authorization a break down of parts and labor were given to the service center and they in turn would inform you of the information for you to decide how to repair your vehicleAs per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center that is the party responsible for making arrangements for shipment and availability of said partThe owner of the vehicle has the final decision as to how to have it repaired and to choose that of new parts is certainly their prerogativeHowever, this decision does not alter the terms of the contract or the amount authorized for the repair and the amount authorized could be used as an allowance toward any repair chosen.The terms of the Gold Contract agreed to and signed by *** *** regarding the repair of the vehicle states: “At the administrator’s option, replacement parts used in covered repairs may include new, remanufactured, used or non-original equipment manufactured partsAll parts will conform to manufacturer’s specifications.” The other items are non covered components under the contract agreementThe contract covers specific component listed as stated under Section I:“ WHAT THIS SERVICE CONTRACT COVERS Coverage - During the Service Contract Period We will pay a Repair Facility, or at Our option, reimburse You the Cost to remedy any Breakdown of the parts listed below, less Per OccurrenceParts not listed are not covered by this Service Contract.” It further states, “Only components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under the “What This Service Contract Covers”, are covered by this Service Contract.” The a/c dryer and expansion valve are not listed; therefore, they are non-covered components under the contract agreement.The adjuster looks for the most cost-effective repair for the vehicleOnly the owner of the vehicle can make the decision as to how their vehicle can be repairedBy choosing parts at a greater cost he would then be responsible for the difference in costs charged by the repair centerPlease note that we have the right to investigate and authorize the claim for coverage, we do not just pay the service center what they want for parts and laborThe authorization listed above repairs the vehicle as pursuant to the contract terms.As to the requested refund, under Texas law we will offer a pro rated refund of $This would consist of the purchase price of $1,that has months remaining minus the claim authorized and the $service chargeIf acceptable please provide a written response and payment will be sent to *** *** directly.Sincerely,THE PENN WARRANTY CORPORATION

[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 received the settlement offer from the Penn warranty Corp and I have signed that I agree to their offer and sent back a copy via email and fax and I do believe the offer
satisfies my complaint thank you for your help
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have received the above referenced complaintFrom review of our file a claim was called in on October 10, 2017, by *** *** *** pertaining to the transmission and rear differential of *** *** *** *** *** *** The adjuster spoke to the repair center verifying vehicle
information, claims procedures and tear down requirementsUpon completion of tear down, an inspection was then ordered and completed by an independent inspector to verify the shop's diagnosis of the repairThe inspector found that the vehicle had modifications of aftermarket rear air bags, extra spring reinforcement and oversized tires indicating the vehicle is used for hauling loads heavier that it was originally designed forBased on these findings the contract was then canceled due to these alterationsThe contract agreement states under IIIGENERAL PROVISIONS, Number 7, "Cancellation By Us - We may cancel this Service Contract for any reason within ninety (90) days of the Service Contract Purchase Date or any time with just cause (unless otherwise as indicated by Your state, within the State Amendment section), including:-If there has been a material misrepresentation...; If You have failed to maintain Your Vehicle as prescribed by the manufacturer...; If Your vehicle has a salvage title or has been altered.” Had our corporation been notified of the alterations the contract would have been rejectedThe contract was then cancelled and a refund will be forwarded.I thank your time and attention and upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale TM*** *** ***
*** ** ***

March 14, 2016Dear *** ***,I have received *** ***’s complaint and have reviewed her fileThe service contract she purchased is owned by *** Insurance Company from the state of FloridaWe are the administrator only and not responsible for any paymentsWe did receive a request for a
refund due to the vehicle being totaledAlthough *** is under not legal obligation to provide a pro rated refund one was sent to the lien holder on the vehicle, *** ***This amount was $402.75, which included a 10% cancellation, and was sent on March 2, The contract was for months and had months remaining when the vehicle became totaledThe contract price was $2,and *** received $The remaining balance of $1,was retained by the selling dealer, Starmax Finance Inc and they are responsible for any additional pro rated refund of $A correspondence was sent to them detailing the refund and to make payments to the lien holder.As to the authorized claim that has been canceled and had no effect on the amount that was pro rated and paidUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale * M***Corporate Attorney

October 23, 2014Dear *** ***:I have received the above referenced complaintUpon review of our file on October 10, 2014, *** *** called in a claim for an exhaust noise on *** ***’s *** ***On that date the adjuster spoke with the repair center verifying
information, claims procedures, and tear down requirementsThe shop then informed us that the exhaust manifold was crackedBased on this information we then authorized $broken down as follows:$*** Auto exhaust manifold kit$*** gasket $Labor (hours per Mitchell’s Mechanical Labor Guide at contract rate of $60.00/hour) -$Per occurrence fee$Total authorization #***As the owner of the vehicle you have the final decision as to how to have it repairedHowever, this decision does not alter the terms of the contract or the amount authorized for the repairPlease advise, the parts were available to be shipped in and the labor is as pursuant to the industry standardsFurthermore, the amount authorized could be used as an allowance toward any repair you choose.As per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center that is the party responsible for making arrangements for shipment and availability of said part.The terms of the Genesis Contract regarding the repair of the vehicle states: “When making repairs the repair shop shall use components of the same type and quality as those removed, which may include aftermarket, reconditioned, or used components.”Also, “Under this used vehicle service contract, THE PENN WARRANTY CORPORATION will reimburse you, or your repair center, the amount authorized for the repair or replacement of any component covered by this agreement (excluding sales tax) that is found to be defective or worn beyond service limits....” The adjuster looks for the most cost-effective repair for the vehicle and in this case, includes replacing the parts with aftermarketPlease note that we have the right to investigate and authorize the claim for coverage, we do not just pay the service center what they want for parts and laborThe authorization listed above repairs the vehicle as pursuant to the contract termsThe repairs as stated by the service center were authorized as pursuant to the contract agreementWe were never contacted by the service center as to the part we found not being availableIf this were the case we would have further investigated the claim to find another compatible part for the repair.Thank you for your time and attention and if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale MCorporate Attorney