The Penn Warranty Corporation

Dear *** ***, In response to *** ***'s complaint please see the attached correspondence from our Dispute Settlement Division. This details our position, the claim was authorized in accordance with the terms of the contract and no additional monies will be
offered. Gale *M***

Dear *** ***, We received an invoice for a fuel pump causing blown fuse and it stated needs left side control arm None of these items are listed as covered under the contract purchased by *** *** Even if a proper claim we called in for authorization, there would not have been coverage due to the necessary repairs being not listed as covered under the contract agreement Therefore no payments will be made for this repair. Gale M***

Hi *** ***Please have Penn Warranty Corporation send a tracking number for my refundThis was part of my complaint in a previous emailI would prefer to track my refund of $1600+ dollars versus sending through regular mail.Thank you*** ***

February 28, 2018Dear *** ***,I have received the above referenced complaintFrom review of our file a claim was called in on January 12, 2018, by *** *** 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 requirementsOnce teardown was completed an inspection was then done by an independent inspector to verify the shop’s findings.The inspector verified fine metal debris consistent with an internal torque converter failureBased on the condition of the fluid and amount of contamination failure was in progress prior to the miles place on the vehicle since purchaseBased on these findings the claim was then denied as to the failures being prior to contract since the vehicle was sold in this conditionThe 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.”From review of the complaint, *** *** stated he purchased the vehicle on December 29, and had transmission problems on January 1, He then went to the selling dealer who sold him our contract on January 2, and this contract did have a vehicle sale date of January 2, Clearly from his own admission the problems occurred to the vehicle prior to the purchase of our contract.Thank you for your time and attention in this matter and if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *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: Can you please let me know where should I send the invoice copy for refund?
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

August 10, 2016Dear *** ***:I have received the above referenced complaintUpon review of our file, on July 25, 2016, we were contacted by Ray’s Auto Shop pertaining to *** ***’s *** ***Upon discussions with the service center they stated that the necessary repair was
that of the liftersWe then authorized $broken down as follows:$Rock Auto bearing and seal kit $Labor as per the *** Labor Guide of hours@Shop’s rate of $84.00/hour$Diagnostic fee $Fluids -$Per occurrence fee $Total AuthorizationPlease 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 *** *** of the information for her to decide how to repair her 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 partOnly the 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 you chooseThe terms of the Contract agreed 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 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 the owner 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 parts found by our corporation were non-original equipment manufactured parts, have a warranty from the supplier and are covered by us through out the duration of the contract agreementAs to the labor time, we use the *** Labor guide that is a universal guide used through out the automobile industry for hourly time to repair specific vehiclesThe guide states it would take hours to remove and replace the bearings in your vehicle and that is what was authorizedThe authorization listed above repairs the vehicle as pursuant to the contract terms.Thank you for your time and attention and if you have any questions or comments please do not hesitate to contact me. Sincerely, 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 as Answered]
Complaint: ***
I am rejecting this response because: No where on the warranty I have has "fine print" of stipulations to the things coveredIm attaching part of the warranty Does it say no leaks?? Where because it doesnt state that So they choose what to not put in the fine print
Regards,
*** ***

Dear *** ***, In reply to *** ***'s rejection our position remains the same as stated earlier The struts are not covered parts under the terms of the contract agreement As to any refund the contract under VGeneral 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 Date The service contract was purchase on July 25, thus exceeding the allotted days of provision Vand denying a refund The 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 agreement Further any refund that may have been granted would have been paid to the lien holder, *** as stated in the contract agreement. Gale *M***

I have received the complaint captioned above and have reviewed the fileOn April 28, 2016, *** *** called in a claim for Mr***'s *** *** pertaining to the ball joint
and a/c compressorOn that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair and authorized $broken down as follows: $Rock Auto a/c compressor $Rock Auto ball joint $Labor as per the Mitchell 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 price authorized above for the parts included next business day shippingThe owner of the vehicle you have 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 they chooseThe terms of the Gold Contract agreed to and signed by you 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 parts found by our corporation were non-original equipment manufactured parts, have a warranty from the supplier and are covered by us through out the duration of the contract agreementThe 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 the owner 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 termsAs to the labor, the terms of the Contract regarding the labor coverage states: IWHAT THIS SERVICE CONTRACT COVERS number LABOR - Labor charges are based on industry accepted flat rate time to repair or replace a covered component up to sixty dollars ($75.00) per hourAgain, as pursuant to the guide it should take hours for this repair 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 Gale TM*** 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 As per the Penn Warranty Corp policy to engage a mediator, I have forwarded the invoice and additional documentation which states the part number and correlating information that substantiates my claim that the door actuator is the part that failed was replaced and is a covered componentI will revisit this claim is they continue to deny the coverage
Regards,
*** ***

April 15, 2016Dear *** ***:In response to *** ***’s rejection, the vehicle was inspected by an independent inspector to verify the shop’s diagnosisHe verified the torque converter was heat discolored and the hub was worn/scoredThere is torques converter material seen in the valve body and in the clutch drumsSome of the valves are binding in the valve bodyThe low clutches are dark and the steels are discoloredThe cause of failure was an internal failure of the torque converter causing contamination to the unit with subsequent damage to the valve body, clutches and steels from continued operationBased on these findings our corporation authorized $for the torque converter onlyThe additional damage was as a result of continued operation and not covered under the contract agreementPlease advise, the terms of the Contract regarding reimbursement for a component failure states under section IIIWhat This Service Contract Does Not Cover, under number of said section, “For additional loss or damage with is occasioned by you or operator‘s failure to use all reasonable precautions to protect the vehicle from any further loss or damage after a breakdown or failure has occurred or been indicated.” Again, failures to the other items were denied for said conditionsIn addition, the service contract also states a responsibility of the service contract holder is to prevent further damageThis is noted under section IVYour Responsibilities, number 1., Prevent Further, Damage, “You are responsible for observing Your Vehicle warning lights and gauges, and taking appropriate action immediately to prevent further damageFailure to do so may result in the denial of the limitation of coverage.“As listed on service contract, to remedy any breakdown of the parts listed as covered, “the failures of any original or like replacement part covered by this Service Contract to perform its intended function(s) in service, including worn beyond service limits...” Failures as such did not occurAs verified by the independent third party inspector, the additional failures occurred due to continued operation thus not from service or worn and therefore, were properly denied coverage.Thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely, Gale *M***

October 10, 2016Dear *** ***:I have reviewed your file dealing with your disputed claim in order to give you the following responseA claim was called in on September 2016, by *** *** pertaining to engine of your *** ***We instructed the service center to obtain your
permission to have it torn down and diagnosed to show the complete and necessary repairThis was done and an estimate was received pertaining to the replacement of the engineThe vehicle was then inspected by an independent inspector to verify the shop's diagnosis.The inspector verified the engine was about qts of oil over fullLeft intake can has a broken pin that aligns the timing sprocketThe end of the cam is brokenThe can journals are dry and scoredThe bearings for the cams mounted in the head are also dry and scored from lack of tubeThe cause of failure was that the vehicle ran out of oilSomeone added oil and over filled it by over qtsThe oil in the crankcase is clean and freshBased on these findings the claim was then deniedThe Contract specifically states under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, Paragraph #FOR ANY BREAKDOWN CAUSED BY CONTAMINATION, OVERHEATING, LACK OF COOLANT OR LUBRICANTSFor the replacement of a covered component to be authorized the terms of this service contract must be metAs listed on service contract, to remedy any breakdown of the parts listed as covered, "the failures of any original or like replacement part covered by this Service Contract to perform its intended function(s) in service, including worn beyond service limits..." Failures as such did not occurAs verified by the independent third party inspector, the failures occurred due to lack of lubrication and thus not from service or worn and therefore, were properly denied coverage.After reviewing the facts surrounding this claim, I find that this repair was denied in accordance to the terms of the Gold Contract, and must respectfully deny any reimbursement for this repair. Sincerely, THE PENN WARRANTY CORPORATIONKrista LCustomer Relations

October 10, 2016Dear *** ***:I have reviewed your file dealing with your disputed claim in order to give you the following responseA claim was called in on September 2016, by *** *** pertaining to engine of your *** ***We instructed the service center to obtain your
permission to have it torn down and diagnosed to show the complete and necessary repairThis was done and an estimate was received pertaining to the replacement of the engineThe vehicle was then inspected by an independent inspector to verify the shop's diagnosis.The inspector verified the engine was about qts of oil over fullLeft intake can has a broken pin that aligns the timing sprocketThe end of the cam is brokenThe can journals are dry and scoredThe bearings for the cams mounted in the head are also dry and scored from lack of tubeThe cause of failure was that the vehicle ran out of oilSomeone added oil and over filled it by over qtsThe oil in the crankcase is clean and freshBased on these findings the claim was then deniedThe Contract specifically states under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, Paragraph #FOR ANY BREAKDOWN CAUSED BY CONTAMINATION, OVERHEATING, LACK OF COOLANT OR LUBRICANTSFor the replacement of a covered component to be authorized the terms of this service contract must be metAs listed on service contract, to remedy any breakdown of the parts listed as covered, "the failures of any original or like replacement part covered by this Service Contract to perform its intended function(s) in service, including worn beyond service limits..." Failures as such did not occurAs verified by the independent third party inspector, the failures occurred due to lack of lubrication and thus not from service or worn and therefore, were properly denied coverage.After reviewing the facts surrounding this claim, I find that this repair was denied in accordance to the terms of the Gold Contract, and must respectfully deny any reimbursement for this repair. Sincerely, THE PENN WARRANTY CORPORATIONKrista LCustomer Relations

Dear *** ***, In response to *** ***'s complaint please see the attached correspondence from our Dispute Settlement Division. This details our position, the claim was authorized in accordance with the terms of the contract and no additional monies will be
offered. Gale *M***

Horrible company and peopleDo not waste your moneyCherry picks the excessive fine printOnce you agree to get them to pay something, they take days upon days to submit payment for the workStay away!

June 16, Dear ***:I have received the above referenced complaintUpon review of our file a claim was called in on June 2, 2014, *** *** pertaining to the water pump and radiator of ***'s *** *** On that date, an adjuster was assigned to this
matter who spoke with the repair facility verifying customer/vehicle information, claims procedures, tear down requirementsAn estimate was received and from review, an inspection by a third party independent inspector was requested to verify failuresThe inspector verified the water pump shaft bearing went out and allowed excessive play in the pulley causing the belt to come off and wind up inside the fan blade and clutchA piece of metal strap off of the radiator caused a hole in the radiator core and is leaking coolantHe noted that the cause of failure was that of the water pump causing damage to the belt, fan clutch assembly and radiator from continued operationBased on these findings our corporation authorized $for the water pump onlyThe additional damage was as a result of continued operation and not covered under the contract agreement.The terms of the Elite Contract regarding reimbursement for a component failure states under section IIIWhat This Service Contract Does Not Cover, under number of said section, "For additional loss or damage with is occasioned by you or operator‘s failure to use all reasonable precautions to protect the vehicle from any further loss or damage after a breakdown or failure has occurred or been indicated.” Again, failures to the other items were denied for said conditionsIn addition, the service contract also states a responsibility of the service contract holder is to prevent further damageThis is noted under section IVYour Responsibilities, number 1., Prevent Further, Damage, "You are responsible for observing Your Vehicle warning lights and gauges, and taking appropriate action immediately to prevent further damageFailure to do so may result in the denial of the limitation of coverage."As listed on service contract, to remedy any breakdown of the parts listed as covered, "the failures of any original or like replacement part covered by this Service Contract to perform its intended function(s) in service, including worn beyond service limits...” Failures as such did not occurAs verified by the independent third party inspector, the additional failures occurred due to continued operation thus not from service or worn and therefore, were properly denied coverage.Thank you for your time and attention and if you have any questions or comment please do not hesitate to contract me.Sincerely,

I have received the above referenced complaintUpon review of our file Ms. *** purchased our month to month *** contract for her *** *** *** that went into effect on March 14, The *** 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 *** 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 March 29, when payment charged had been rejectedA notification was then forwarded to Ms. ***She then contacted us to reinstate the contract but it was rejected due to the current mileage on her vehicleAlso, since the *** Contract is a month to month contract that renews each month payment is received, there will be no refund granted since the vehicle was covered for the months we did receive the payments. 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 CORPORATION Gale TM*** 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: on my contract it states seals and gaskets are coveredIt does not state they are not covered due to leaksAgain I only received what the dealership providedI have never received anything from the company stating a leak would not be coveredI asked for specifics from them and I was told they do not send anything to customersYou cannot list seals ans gaskets then determine when ymit falls into that category
Regards,
*** ***

July 12, 2016Dear *** ***I have received the above referenced complaint dated July 8, After a complete review of the facts and documents as they pertain to this claim, the following is a result of my findings.Upon review of your file a claim was called in on June 22, 2016, by ***
*** *** pertaining to the transmission in your vehicleOn that date, the adjuster spoke to the repair Center and went over the claims procedures and teardown requirements for the repairAt that time the shop informed us that they are closing for vacation and we instructed them to reopen the claim when they return and our adjuster did speak with you about this delayWe next heard from the shop on July 6, stating that they had your permission for tear down and should have it done tomorrowThey then contacted us the next day as to the failures to the transmission and we then authorized $for a used transmission repair for your vehicleThis all occurred on July 7, 2016, there was not delay on our part in the authorizing of this claim therefore no car rental payment offeredOur Corporation authorized hours of labor as based upon the *** Labor Guide which is an industry accepted flat rates for the repair of transmission on your vehiclePlease note, under the terms and conditions of the Gold Contract it states under Rental Car, our corporation will reimburse $per eight hours of authorized flat rate time to repair or place a covered component.As to your statement that the transmission we authorized would take a week for delivery, if this transmission was ordered and it took a week please provide the rental invoice for review.Sincerely,THE PENN WARRANTY CORPORATION

December 5, 2016Dear *** ***,I have received *** ***'s complaint and have reviewed the fileOn November 17, 2016, East *** *** *** initiated a claim for transfer case on *** ***'s *** ***On that date an adjuster was assigned to this matter, and verified with
center vehicle/customer information, claims procedures, and tear down requirementsUpon investigation it was discovered that the problems to the vehicle occurred several hours after purchaseBased 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 $which is the amount we receive for the contract.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale *M***Corporate Attorney