The Penn Warranty Corporation

Dear Ms***, In response to MrBillig's complaint please see the attached correspondence. Gale
* M*** Dear Ms***:I have received the complaint captioned above and have reviewed the fileOnNovember 27, 2017, *** *** called in a claim for Mr***'s 2008*** *** *** pertaining to the transmissionOn that date, the adjuster spoketo the repair center and went over the claims procedures and teardownrequirements for the repair and after investigation authorized $brokendown as follows:$Used transmission/shipping$Labor as per the All Data of hours@Contract rate of $70.00/hour.-$Deductible$Total AuthorizationPlease note at the time of the authorization a break down of parts and laborwere given to the service center and they in turn would inform the owner of theinformation for them to decide how to repair their vehicleAs per supplying parts,the adjuster merely locates a supplier with available parts and in turn relays theinformation to the repair center that is the party responsible for makingarrangements for shipment and availability of said partThe owner of the vehiclehas the final decision as to how to have it repaired and to choose that of a rebuilttransmission is certainly their prerogativeHowever, this decision does not alterthe terms of the contract or the amount authorized for the repair and the amountauthorized could be used as an allowance toward any repair they chooseTheterms of the Contract regarding the repair of the vehicle states at the bottom ofpage 2: “At the administrator’s option, replacement parts used in coveredrepairs may include new, remanufactured, used or non-original equipmentmanufactured partsAll parts will conform to manufacturer’sspecifications.”Page 2The adjuster looks for the most cost effective repair for the vehicleOnly theowner of the vehicle can make the decision as to how their vehicle can berepairedBy choosing parts at a greater cost the owner would then beresponsible for the difference in costs charged by the repair centerPlease notethat we have the right to investigate and authorize the claim for coverage, we donot just pay the service center what they want for parts and laborTheauthorization listed above repairs the vehicle as pursuant to the contract terms.The used transmission found had 96,miles and the vehicle at the time ofrepair had over 126,milesAlso, the supplier had a day warranty on thepart and it would have been covered throughout the duration of the servicecontractFurther the vehicle was purchased used and for us to authorize andpay for a rebuilt transmission would give you a greater benefit than originallypurchased.Thank you for your time and attention and if you have any questions ofcomments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *M***Corporate Attorney

[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 as Answered]
Complaint: ***
I am rejecting this response because:*** - Claim was initially denied as soon as it was filed because penn warranty claims it was prior to contract without them even looking at the vehicleThat should of already been a red flagThen the case was reopened and they want me to authorize a tear down of the vehicleI obviously had to do it or else they won't proceedThe shop showed them the stretched timing chain along with broken tensioners / guide and they now denied the claim again and offered to refund me the contract money because they didn't want to pay for the claimI have the timetable below for the breakdown10/10/- contract was purchased with 88,miles 10/13/- computer in the car logged in the fault at 88,miles ( tensioner / guide broke ) 10/25/17- brought the car in for rough idle / engine light at 89,miles so according to the denial the "inspector" claims that the problem happen prior to purchaseIt's pretty obvious that on 10/13/with 88,miles that the tension / guide had a failure and by 10/25/89,miles that the chain stretchedthat's miles from when the tensioner/guide failedso even at 88,when the initially tensioner failed it still happened AFTER the contract was purchasedUnfortunately these things does happenfailure can happen anytime after the warranty is boughtThat is the point of warrantyso as you can see everything should be covered according to contract instead penn warranty denies the claim because it's a "prior" issue? I've already been without my car for weeks and now I am stuck with a repair bill over $because penn warranty denied the claim without any solid PROOFThis is not right for the consumers!!! They need to do what's right and fair for the consumers!!
Regards,
*** **

Dear *** ***, In response to *** ***'s rejection our position remains the same as stated earlier I did reference the MD law however the vehicle and contract were purchased in PA and their state laws apply and there is no provision for coverage of diagnosis We do honor the contract in all states, however, we are not licensed to do business in every state The laws of the state where the contract is entered into apply and not those of the repair center *** *** choose to purchase the vehicle and contract in PA and those laws will apply There is no coverage for diagnosis and no payments for these charges will be made by us. Gale *M***

I have received the above referenced complaintUpon review of Our file Mr*** purchased our month to month Genesis contract for his *** *** *** that went into effect on October 26, In March of Mr*** contacted us to change the billing on the contractThe Genesis
Contract clearly states: "Provided payment is received by the specified date, this contract will renew monthly to the original purchaser unless cancelled in Writing by the vehicle owner or The Penn Warranty Corporation." This Genesis Contract was received and approved by The Penn Warranty Corporation with payment being charged to account Supplied on Contract.Monthly payments were made from this account until May 26, when payment charged had been rejectedA notification was then forwarded to Mr*** on that same dateOn June 28, 2016, Mr*** contacted us to reinstate the contract but it was rejected since this was over a month after expirationPlease note the monthly payments are done automatically through our computer system and when it tried to receive payment for the month of June the Card Was declined.Thank you for your time and attention and if you have any duestions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale TM*** Corporate Attorney

Dear *** ***,
In response to *** ***'s complaint the claim was denied since when the inspector arrived to verify the shop's diagnosis the vehicle had been repaired. Since *** *** is not pleased with our service, we will offer a pro rated refund of $
for the remaining months of contract coverage and cancel the service contractFurther as to the a/c compressor that, as well as all components of the air conditionng, is a non covered part under the contract agreeement
Thank you,
Gale ** M***

Dear *** *** In response to *** ***'s complaint we did receive her request for repairs on her vehicle However, there was no claim called into us prior to these repairs and they are non covered components under the contract agreement Attached is the
correspondence from our Customer Service to *** *** detailing this issue of the repairs being completed without our authorization and non coverage. Gale *M***

[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: ***
I am rejecting this response because:
In the contract it says that no failures previous to the contract will be covered, the failure did not occur until a week after I purchased the vehicle and had the contractI drove the car for a week without any issues until the car stopped shiftingSo the problem was not preexisting it occurred after a week of owning the car, which means that is should have been covered under the warranty.
Regards,
*** ***

Dear Ms***, In response to Mr***'s rejection our position remains the same as stated earlier There are no pictures of "parts of broken valves" I have sent the pictures of all the valves and there was no damage to any of them I have detailed our position time and time again and have nothing further to add. Gale TM***

[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: ***
I am rejecting this response because: My bank has received no funds from Penn WarrantyAll I've gotten is a voicemail stating the money has been sent with absolutely zero proofTo date I am still owed the entire amount from PWC cancelling my contract.
Regards,
*** ***

Dear ***,
I have reviewed the file and we did pay $for a used transmission repairThe shop stated that the used transmission needed sensors and that is the responsibility of the supplierThe supplier is only paying $for this repair and there is a balance of $being
paid by the customerPlease have her send me a receipt showing what she paid in additional fees and it will be reviewed further. *** ** ***

April 13, 2017Dear *** ***,I have received the above captioned complaint and have reviewed the filedOn February 6, 2017, a claim was called in by *** *** *** Service pertaining to the brake vacuum pump seal leaking, shock absorbers, right engine mount and serpentine belt cracked of ***
***'s *** ***There items are non covered componentsThe 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 at the bottom of page 2: “Only the components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under “Component Coverage" are covered by this Service Contract.” The shock absorbers, engine mount and serpentine belt are not listed, therefore, are non-covered components under the contract agreement.As to brake vacuum pump seal, gasket and seals are not covered for fluid leaksThe 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 REQURED IN CONJUNCTION WITH A COVERED REPAIR OR AS SPECIFIED IN THE COMPONENT COVERAGE SECTIONThis is the only claim that we have on fileIf there are additional problems to the vehicle we request it please be taken to a Service Center and a claim called in.As to the requested refund, upon review of your contract under IllGeneral Provisions number 7., specifically states "How This Service Contract May Be Cancelled - including Refunds And Charges CancellationBy You - You may cancel this Service Contract at any timeHowever, You may not be eligible for a refund after thirty days (30) depending on state regulationsTo cancel, You must submit a written request and return the Service Contract to the AdministratorIf You cancel this Service Contract within thirty days (30) of the Service Contract Purchase Date, a 100% refund of the Service Contract Price will be made, less any claims paidAll refunds will be paid to the Lien holder, if any, otherwise to You." The service contract was purchase on December 29, 2016, thus exceeding the allotted days of provision ill and denying a refund.The procedure of requesting a refund within the days is specifically stated in the Provision, "To cancel, You must submit a written request and return the Service Contract to the Administrator." This was not done within the first days and therefore no refund would be grantedThere are no general provisions providing a pro rated refund in the contract agreement.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale *M***

Dear ***,
In response to *** **'s rejection our position remains the same as stated earlier. The contract clearty states the procedures to open and authorize a claim. The repairs were completed when we were initially contacted, therefore was and remains denied for no authorization. On May 29, our customer service received a phone call from a John who stated was *** **'s husband. At that time he was instructed how to open a claim which was verbatim from the contract language and we then requested a letter from his wife, the contract holder, to have any more conversations pertaining to the contract. The requested letter had nothing to do with opening a claim, since again, those procedures are stated in the contract agreements as I referenced in my earlier response
*** ** ***

November 2, 2017Dear *** ***:I have received the above referenced complaintFrom review of our file a claim was called in on September 28, 2017, by *** *** pertaining to the fuel injectors of *** ***‘s *** ***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 a 3” lift kit, oversized tires that are .9” taller and 1.7" wider than factory size and plates in the bed for a bed hitchBased on these findings the contract was then canceled due to these alterations.The contract agreement states under VGENERAL 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....."A refund in the amount of $was processed and sent directly to *** ***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

Purchased a Gold Warranty from this company, unfortunately before I read the reviews Something broke on the steering A part that the mechanic and the dealer who sold me the warranty said should be coveredPWC sent out a rep and outright refused to pay anything for the repair The mechanic said he never seen a warranty company run so fast from paying what was clearly stated in the warranty This is a defanite scam I'm out $for the warranty and a lot more for the car I purchased

May 27, 2016Dear *** ***,I have received the *** ***’s complaint and have reviewed his fileAs to any refund the contract under IIIGeneral Provisions number 7., specifically states a percent refund of the Service Contract will be made less any claims paid within days of the Service
Contract Purchase DateThe service contract was purchase on August 28, thus exceeding the allotted days of provision Vand denying a refundThe procedure of requesting a refund within the days is specifically stated in Provision number “To cancel, You must submit a written request and return the Service Contract to the Administrator.” This was not done within the first days and therefore no refund would be grantedThere are no general provisions providing a pro rated refund in the contract agreementFurther any refund that may have been granted would have been paid to the lien holder, *** as stated in the contract agreement.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale M*** Corporate Attorney

February 23, 2018Dear *** ***:I have received the complaint captioned above and have reviewed the fileOn February 6, 2018, *** of Cincinnati North called in a claim for the exhaust lifters on *** ***’s *** *** On that date an adjuster was assigned to this matter, and
verified with center vehicle/customer information, claims procedures, and tear down requirementsThe shop then stated there are nofailures to show to the lifters, they are only making a noise and *** recommends replacing the lifters and rocker arms to alleviate the noiseThe claim was then closed since there were no failuresThe contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, “FOR REPAIRS OF WATER AND AIR LEAKS, RATTLES, SQUEAKS AND WIND NOISE." The contract also defines a breakdown coverage as follows:““Breakdown" means the failure of any original or like replacement part covered by this Service Contract to perform it intended function(s) in service, including worn beyond service limits, providing it has received all scheduled maintenance as recommended by the manufacturer in the Owners Manual.“There were no such failures found to the liftersUntil such time a failure can be shown to determine if there is coverage under the contract there is nothing further we can do in this matter.We were then contacted by the shop stating the valve cover was crackedThe vehicle was then inspected by an independent inspector to verify the shop's diagnosis. The inspector found the valve cover is cracked where one of the caps for the vent chamber attaches, preventing cap from staying in placeHe noted that this failure was due to deterioration over time and milesThis would be considered a long term development in progress prior to miles placed on the vehicle since purchase.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 $160.00.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale * M.Corporate Attorney

July 18, 2016Dear *** ***,I have received the above captioned complaint and have reviewed the filedOn July 11, 2016, *** *** contacted our customer service pertaining to his *** ** leaking oil from the oil pan gasketHe was instructed that this in not covered under the contract
agreementThe contract covers specific components listed as stated under Section :"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 Service Contract Covers', are covered by this Service Contract.' The oil pan gasket is not listed; therefore, a non-covered component under the contract agreementAlso gasket and seals are not covered for fluid leaksThe 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 COWERED REPAIR...”As to any refund request the contract agreement states under WGeneral Provisions number 7., a percent refund of the Service Contract will be made less any claims paid within days of the Service Contract Purchase DateThe service contract was purchased on January 23, thus exceeding the allotted days of provision Wand denying a refundThe procedure of requesting a refund within the days is specifically stated in Provision number "To cancel, You must submit a written request and return the Service Contract to the Administrator." This was not done within the first days and therefore no refund would be grantedThere are no general provisions providing a pro rated refund in the contract agreementFurther any refund that may have been granted would have been paid to the lien holder, ** *** *** Bank as stated in the contract agreement.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 nut please reference to the attachmentI never received a written report or proof from the inspectorThe invoice is $1600, so my responsibility is still a lot and that is where my concern isIf we can not settle for the whole balance I will accept anything to help me with the billwhat should I doThank you again for being very helpful and responsiveI and my family appropriate the effectivenessRegards
Regards,
*** ***

Dear Ms***, In response to Mr***'s rejection our position remains the same as stated earlier There are no pictures of "parts of broken valves" I have sent the pictures of all the valves and there was no damage to any of them I have detailed our position time and time again and have nothing further to add. Gale TM***

This response has been rejected for the following reasons: The contract clearly states covering the commodity "Oil Pan" in the contract, The Oil Pan is only intended to hold the oil in the pan, if it is leaking oil then the Oil Pan is faultyWhich should be covered.Secondly, This business has no professionalism in the slightest bitI have never communicated with a business that is so unhelpful and rudeI am requesting a Prorated refund for the following reasons and that it be refunded to the Lien Holder "*** Bank"