The Penn Warranty Corporation

Dear *** ***, In response to *** ***' rejection, the referenced section pertaining to the claim limit is on page of the service contract which is on the back of page 1. There is a claim limit per the contract agreement and that is what was authorized. Gale ** M***

February 27,
Dear ***:
I have received the complaint captioned aboveThe contract holder is *** ***Upon review of our the file, on February 3, Scotty’s Shop called in a claim pertaining to the engine in ***’s ***
***On that date, an adjuster was assigned to this matter and spoke with the repair facility verifying customer/vehicle information, claims procedures, tear down requirementsIn order to proceed with claim tear down to point of failure was then requested and said tear down must be permitted by the owner since tear down is a responsibility of the contract holder per the service contractAs per the contract terms the contract holder is responsible for tear down and diagnosticsThis is needed to determine the complete and necessary repair of the vehicle whether there is a warranty contract on the vehicle or notIt is a standard procedure through out the automotive industry to tear down and diagnosis to determine exactly what repair is needed
The vehicle was inspected by an independent inspector to verify the shop’s diagnosis of an engine replacementThe inspector found no coolant leaks nor is the head gasket blownThe cylinder head and block show no visible cracks and are not warpedNo piston top or combustions chamber coolant washThe cylinder head has an overheat disc on it from the machine shop and the disc is not distorted indicating no overheatThere is no intermix present in the crankcaseThe inspector found that the shop did not demonstrate any coolant intermix condition, or mechanical failures to the engine
This is where the claim standsThere were no verifiable failures shown to the vehicleUntil such time any failures can be verified by the shop the claim will then be reopened and investigated
Sincerely,
THE PENN WARRANTY CORPORATION

Dear *** ***,
In response to *** ***'s rejection our position remains the sameClearly the brochure is not a contract but a selling toolWe received the contract from the selling dealer on our web site, this is why it has an electronic signatureIt was accepted and an ID card was sent to *** ***However we will offer the amount of $that we received for the contract and have it cancelled
*** ** ***

Dear *** *** In response to *** ***'s rejection our corporation abides by all the laws, regulations, and any necessary licenses in all states that we issue our service contracts As to the refund payment that is offered, that we by sent by check to *** *** by US mail to any address he provides. Gale *M***

March 31, 2016Dear *** ***, I have received the complaint captioned above and have reviewed the fileOn March 16, a claim was called in by *** *** *** *** pertaining to the engine of a *** *** owned by the contract holder *** ***On that date,
the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repairAfter discussion and investigation our corporation then authorized the claim limit of $2,500.00.The contract agreement states in section VGENERAL PROVISIONS “Limit of Liability - Our limit of liability is the Cost to repair or replace any covered BreakdownOur maximum liability per repair shall not exceed twenty- five hundred dollars ($2,500)The total of all benefits payable for the term of the Service Contract shall not exceed the original Vehicle purchase price as shownUpon review 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Penn Warranty Corpwill not transfer warranty if we sale our vehicle , or return unused warranty on a prorated cancelation of policy
Regards,
*** ***

[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, while I still do not accept the initial finding by the independent inspector that I had continue to operate the car after initial failure, is satisfactory to me. I will fax my repair shop receipt to PWC and expect that they will send me a check in the amount of $upon receipt of the faxed invoice
Regards,
*** ***

*** *** *** I have received the above referenced complaintUpon review of our file, on July 10, 2015, *** *** purchased a *** *** ** along with our month/unlimited mileage Standard ContractSince that time our corporation had paid $3,in repairs to this
vehicle.As to the claim in cuestion, on May 17, 2017, *** *** called in a claim for the replacement of the engine in the vehicleWe spoke with the service center and went over the claims procedure of tear down and possible inspectionThe shop needs to have the vehicle torn down to show the necessary and proper repair.*** *** ** *** *** ** *** *** *** ** *** *** *** *** ** *** * *** ** *** *** *** * *** *** *** *** *** *** *** ** *** * *** * ** *** *** * *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** ** *** ** *** *** *** * *** ** *** *** *** *** ** ** ** *** *** * *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** *** *** *** ** *** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** ** *** *** ** ** *** ** *** *** *** ** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** * *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** ***Allow the Administrator to inspect Your Vehicle prior to any repairs being made." This is where the matter now standsThe vehicle has not been torn down nor *** We receive any proper diagnostic information showing all steps to Verify exactly what has failedAll We are requesting is to have the vehicle torn down to show the Complete and necessary repair and why this failure did occur to determine if there is coverage under the contract agreementThe shop wants to replace the engine and to do so it must be removed and it could then be torn down to show the exact repair necessaryUntil such time this the proper tear down and/or diagnostic information takes place there is nothing further we can do for this claim.Sincerely,THE PENN WARRANTY CORPORATIONGale TM*** *** ***
*** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and while I would like full payment for the entire amount, in order to bring this to resolution I will accept the $2,reimbursement
Attached is the paid invoice and charge card statements (Bill paid in cash and credit card). Regards, *** ***

[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:If they would have explained to me all the the way you did, it wouldn't have gotten this far I checked with *** *** they said they will send the $to the bank, although they didn't admit that they would have had to send the contractThat part is solved The $cancelation fee, ok I won't bicker and be pity about showing me the law where it states that The $claim that was paid and then deducted the refund is a no The cancellation was after the claim was authorized and paid, and the reason for the cancellation was explained in the initial complaint How can you authorize a claim, pay it, but when the policy is cancelled you decide to take it off the refund?
Regards,
*** ***

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

[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 I just hope future claims are handled more expeditiouslyIt took nearly a moth for this claim to finally be paidThank you for your attention to this matter
Regards,
*** ***

May 9, 2017Dear *** ***I have received the above referenced complaintUpon review of our file, on June 18, 2017, *** *** purchased a *** ** along with our month/unlimited mileage Standard Contract.On May 3, 2017, *** *** called in a claim for the replacement of the engine in the
vehicleWe spoke with the service center and went over the claims procedure of tear down and possible inspectionThe shop needs to have the vehicle torn down to show the necessary and proper repair.This procedure is specifically stated in the Contract, page 3, Section IIYOUR RESPONSIBILITIES BFiling a Claim- if your Vehicle incurs a Breakdown, You must take the following steps to file a claim: " Prior Approval - Prior to any repair being made, have the Repair Facility to contact the Administrator with the estimate of repairs containing both parts and labor, and to obtain an authorization for the claimThe Administrator can be contacted Monday through Friday, 9:a.mto 5:p.mat 1-800-356-Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment considerationIf it is determined that a Covered Component has failed and the estimate for the repair is agreed upon by our adjuster, an authorization number will be issued by the AdministratorThe amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this ContractNo repairs are to be made on Your Vehicle until an authorization number is issued by the AdministratorAny claim for repairs without prior authorization will not be coveredAuthorize Tear-Down - Authorize the Repair Facility to perform necessary diagnostic work and provide "teardown" authorization so that the Repair Facility can provide accurate diagnosis and estimate of repairsAllow the Administrator to inspect Your Vehicle prior to any repairs being made." This is where the matter now standsThe vehicle has not been torn down nor did we receive any proper diagnostic information showing all steps to verify exactly what has failedAll We are requesting is to have the vehicle torn down to show the complete and necessary repair and why this failure did occur to determine if there is coverage under the contract agreementThe shop wants to replace the engine and to do so it must be removed and it could then be torn down to show the exact repair necessaryThe shop is stating that there is no compression in the number cylinder and they do not tear down engines, only replace themThe no compression could be caused by dozens of issues and the engine needs to be torn down to determine what repair is neededUntil such time this the proper tear down and/or diagnostic information takes place there is nothing further we can do for this claim.Sincerely,Gale ** M***Corporate Attorney

November 20, 2015Dear *** ***:I have received the above referenced complaintA claim was called in on November 2, by *** Cookeville pertaining to the engine of *** ***‘s *** ***We instructed the service center to obtain the owner’s permission to have it torn down and
diagnosed to show the complete and necessary repairWe then received an estimate for replacement of the cylinder head and an inspection was then made by an independent inspector to verify the shop’s diagnosis.The inspector verified the driver’s side cam shaft is scored and seized in the cam bearings breaking all of the cam caps from lake of lubeThe cam lobes are dry and show delimitation and scoring with the front and rear journals dry and have heavy metal transfer from lack of lubrication and continued operationThe cause of failure was a lake of lubrication to the left bank cylinder head with damage to the head and cam shaft and all cam bearing caps from continued operation.Based on these findings the claim was then denied as per the terms of the contract agreementThe contract specifically states under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, Paragraph #7, FOR ANY BREAKDOWN CAUSED BY CONTAMINATION, OVERHEATING, LACK OF COOLANT OR LUBRICANTSIt further states 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.”In 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.“Upon review we will offer $2,for this repairThis would consist of a used cylinder head for $and *** *** gaskets & bolts for $The labor would take hours as pursuant to the *** Labor Guide, at the contract rate of $75/hour for a total labor of $1,These amounts minus the $per occurrence fee is the amount that we would have authorized had the failures to these parts were verifiedPlease not we are not accepting liability for this repair but making this offer to see if it can be amicably resolved through tour agency.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***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:
How is it possible not to cover damage repair? Are you saying is it my fault, I caused the damage??? The car was shout down while driving the NEXT day after purchase. I bought the car to drive at least for some time and not to waste money to fix it right after. They sold me the garbage carNot reliable not save to drive for me or surroundings drivers. It could cause accidents because of the condition of that car. The Victoria preowned autos didn't explain me the details about insurance.I called them and mechanic called them eitherThey approved to make repair. I have evidence of my actions and can prove it in a court. Regards. ***

[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:If they would have explained to me all the the way you did, it wouldn't have gotten this far I checked with *** *** they said they will send the $to the bank, although they didn't admit that they would have had to send the contractThat part is solved The $cancelation fee, ok I won't bicker and be pity about showing me the law where it states that The $claim that was paid and then deducted the refund is a no The cancellation was after the claim was authorized and paid, and the reason for the cancellation was explained in the initial complaint How can you authorize a claim, pay it, but when the policy is cancelled you decide to take it off the refund?
Regards,
*** ***

May 1, 2018Dear *** ***:I have received the complaint captioned above and have reviewed the fileOn April 16, 2018, *** *** called in a claim for *** ***’s *** *** pertaining to the bushings and OsensorOn that date, the adjuster spoke to the repair center and went
over the claims procedures and teardown requirements for the repairWe were waiting for the shop to verify the Osensor when we were contacted by *** *** who stated he was not concerned with the Osensor and we then authorized and paid $for the bushingsThe authorization took place on April 24, The claim lasted eight days not three and a half weeks per the complaintThe claim was called in on April and we were waiting for proper diagnosis of the OsensorThere was no delay on our partAlso, throughout the duration of *** ***’s contract we authorized and paid the total amount of $5,and the contract is still in effect for two more years.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

Bought the Gold coverage for my wife's car We submitted a claim and have gotten nothing but the run around sinceHave been quoted to different prices for labor coverage and they keep quoting the wrong partWhen we called they were very rude, of no help no one in management is every available and will not return calls and now getting a run around to cancel policy and get a refundThis nothing but a scam and the service line people are there for one reason to NOT PAY YOUR CLAIMTHIS IS A COMPLETE RIP OFF DO NOT BUY!!!!

Dear *** *** In response to *** ***s complaint please see the attached correspondence. Gale TM***

June 5, 2017Dear *** ***,I have received the above captioned complaint and have reviewed the filedOn May 26, 2017, a claim was called in by *** *** *** pertaining to the valve cover gasket leaking oil and fluid leaking from the seals of the front differential of *** ***'s ***
***These items are non covered components and the claim was then closedThe contract covers specific components listed as stated under Section 1:* 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 valve cover gasket is not listed; therefore, a non-covered components under the Contract agreementAlso, 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 OR AS SPECIFIED IN THE COMPONENT COVERAGE SECTION.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale M.Corporate Attorney