The Penn Warranty Corporation

Dear *** ***, Upon review of *** ***'s file he has a service contract from *** We only handle the claims processing and all decisions pertaining to the contract are from *** and not us *** did make an offer to pay for some of the repairs at the request of *** ***
and are awaiting for his agreement of this offer Any complaints should be directed to *** since it is their contract. 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:i took my car to another shop where they took my transmission completely apart and now penn is coming up with excuses trying not to completely fox my carI have complied with them and did everything they askedI was beginning to think it was the repair shops but its themThey are refusing to do the nessesary work to have my car running correctlyIm am about ready to take them to court if yall cant help me resolve this issue
Regards,
*** ***

Dear *** ***, I have reviewed *** ***'s complaint and fileThere was a problem finding his contract when he first requested cancellation. When we receive the correct information the contract was then canceled and we will forward the refund request of *** *** in the
amount of $directly to his address on the complaint. Thank you for your time, Gale *M***

Dear *** ***, The check was mailed to *** *** on July 29, to her mailing address on the complaint If she does not receive by the end of next week, 8/12, please let me know and another check will be issued. Gale *M***

Dear Ms***,
In response to Ms***'s rejection our position remains the same as stated earlier Gale TM***

I have received Mr***'s complaint and have reviewed the fileOn November 18, 2014, Trans Tech initiated a claim for the transmission on Mr. ***'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 Mr*** stated that he purchased the vehicle and on the drive home the service transmission light appearedAlso the claim was called in only miles were 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 III 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 received for the contractUpon review if you have any questions or comments please do not hesitate to contact me. Sincerely, THE PENN WARRANTY CORPORATION Gale TM*** Corporate Attorney

Dear Ms***,
In response to Ms***'s rejection, as stated earlier we are merely the administrators. The labor time was from the Mitchell Labor Guide which is a universal guide used in the automobile industry to repair vehicles and it states hours. As to the parts they will repair the vehicle and do not need to be *** certified parts. Be that as it may, Ms*** did request a refund of the contract and we are contacting *** for their review and will respond when we hear from them Gale TM***

Dear *** ***, In response to *** ***'s rejection our position remains the same as stated earlier The attachment from *** *** was part of page of the contract that states what components are covered I have attached a complete copy of the contract which is six pages The section I referenced in my initial response that states what is not covered is on page and as you can see it is not in "fine print" as *** *** claims Gale M***

February 24, 2017Dear *** ***,Dear *** ***,I have received and reviewed *** ***’s rejection to our responseThe documentation she provided was that of our sales brochure of our Elite ContractThis is clearly not a contract but sales materialsAlthough the Elite Contract covers the power steering pump, the contract that was purchased by *** *** and sent to our corporation was that of our Standard Contract and this does not cover the power steering pumpI have attached to this correspondence a copy of the first page of *** ***’s Standard Contract and a copy of the entire contractWe have authorized her claim as stated in my earlier reply as pursuant to the Standard Contract and, again, this contract doe not cover the power steering pump.As to the rack and pinion, the service center never told us it needed repairs and there was no “stall tactic” on our partPlease have *** *** open a claim for this item and it will be investigated as per the contract.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale MCorporate Attorney

I have received the above referenced complaintUpon review of our file a claim was called in on April 29, by JLR Collision pertaining to Mr***’s *** ***The adjuster spoke with the service center verifying vehicle information, claim procedures and tear down
requirements from the ownerUpon completion to the tear down an inspection was then done by an independent inspector to verify the shop’s diagnosisThe inspector found that the vehicle had modifications of cold air intake tube, mass airflow sensor and oversized tiresThe tires on the vehicle are front, 235-45-and rear, 315-35-The manufacturer’s requirements for the size of tires are 245-45-Based 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....." Had our corporation been notified of the alterations the contract would have been rejectedThe contract was then cancelled and a refund is being forwarded to your attention. Further the inspector found that the damage to the #and #pistons are consistent with a foreign object entering the engine and continued operationThe damage to the timing chain guide occurred during teardownHad the contract not been canceled due to the alterations, the claim would not have been covered under the contract agreementAs 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 occur. Thank you for you time and attention and if you have any questions please contact me. Sincerely, THE PENN WARRANTY CORPORATION Gale TM*** Corporate Attorney

Dear MsStewart, In response to MsSpence's complaint please see the attached correspondence.
Gale T Mayorowski

February 22, 2016Dear *** ***I have received the complaint captioned above and have reviewed the fileOn February 15, 2016, *** *** ** *** called in a claim for *** ***'s *** *** *** stating that the rack and pinion, needed replacementOn that date, the adjuster
spoke to the repair center and went over the claims procedures and teardown requirements for the repair and authorized $for the rack broken down as follows:$Rock Auto rack and pinion $Labor (hours as pursuant to the ***Labor Guide@ contract rate of $100.00/hour) -$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 the owner of the information for him to decide how to repair his vehicleThe owner of the vehicle has the final decision as to how to have it repaired and to choose different types of parts is certainly his 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 the owner may chooseAs 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 Elite Contract 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 labor for the repair is hours as per the *** Labor Guide to remove and replace the wheel bearing, rear one side, in this vehicleThis guide is a universal labor guide for repairs to vehiclesThe contract covers labor to repair or replace a covered component and that is what was authorized.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 you 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 termsAlso, the vehicle was purchased used and for us to authorize new parts when remanufactured are available would give the owner of the vehicle a greater benefit than originally purchased.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***Corporate Attorney

Dear *** ***,
In response *** ***'s complaint, as I stated in my response to his earlier complaint # *** the contract was canceled and our portion of the refund was sent to
the lien holder *** *** Credit Union and not directly to him. The contract states any refund would go to the lien holder if one if provided on the contract. This was done on September 28, when a check was sent to *** *** Credit Union. Gale *M***

Dear *** ***, In response to *** ***'s complaint please see the attached correspondence addressed to *** *** from our Dispute Department This explains the details of the refund of the contract The vehicle was purchased in Texas along with the service contract and
a refund was granted per Texas law As to *** ***'s claim his vehicle did not apply to our contracts, that is incorrect The vehicle was a *** *** and is eligible for our contracts We have covered and paid claims on numerous vehicles of this type. Gale ** M***

Good Day All,Again, as stated by the Service Consultant, *** ###-###-#### at *** Service Dept., this is a STANDARD part in all of these models! *** even stated that when discussing this issue with PWC, they would have completed the repairs if the brand was “*** or *** ***”*** was very clear on this statement! I bought this statement to the attention of the Customer Service Repand they had no comment!AGAIN, THIS COMPANY SHOULD BE SHUT DOWNA COMPLETE RIPOFF! I followed up again to try and work with the company, the I recently contacted your customer services department regarding my WARRANTY and the lack of cover available for A STANDARD ITEM on my car.I explained in depth and went thru the Customer Dispute in the Customer Services Department why I believe the air struts/shocks (springs) should be covered within the warrantySee ***Springs? Springs are coils that absorb vertical impactSimilar in function to the shocks, springs are designed quite differentlyConsisting of a large rod of metal shaped into a helix, springs are capable of absorbing large amounts of energyHowever, springs do not absorb small impacts wellIf a car only had springs and no shock absorbers, the small bumps in the road would be intolerableSprings are typically found in all suspension systems.Struts? Struts are a type of suspension system present in many cars*** struts are the most common form of strut suspension that use a shock absorber as the steering pivotIn this system, when the steering wheel is turned, the strut is actually rotated as wellThis rotation provides turning capability to the wheelsStruts are capable of absorbing side impact and are typically more expensive than other forms of suspension.Shocks? Shock absorbers are mechanical devices designed to decrease the impact of riding on a roadShock absorbers consist of a column with hydraulic fluid and a pistonThe fluid dampens the impact on the piston and smooths out the ride for the passengersShock absorbers work together with springs to handle vertical bumpsUnlike springs, shock absorbers work to keep car tires in contact with the road at all timesShock absorbers areinstalled in all cars and may have hydraulic fluid, air or pressurized nitrogen gas.AGAIN THIS IS A STANDARD ITEM IN THE VEHICLE WHICH COMES IN ALL OF THE VEHICLES! NO EXTRAS!I AM TOTALLY AND UTTERLYING DEMANDING MY MONEY BACK BECAUSE I BELIEVE IT DEFINITELY WAS A BREACH OF THE CONTRACT!I am disappointed with the lack of interest I am receiving in regards to this issueI will continue you be an ADVOCATE against this company! After sales support in a product is extremely important for a customer and not something we as consumers which to be forced to dispute. This incident has left me with a strong, negative brand image of PENN WARRANTY, one which is only highlighted by the fact that I don't feel my request is one so out of the ordinary

Dear *** ***, In response to MrCorley's rejection our position remains the same as stated earlier. As to the additional claim please see the attached correspondence. Gale * M***

Dear *** ***,
Thanks for obtaining and forwarding a response from the Penn Warranty Company regarding our report to the Revdex.com (Revdex.com #***)In correspondence from the Corporate attorney, Gale *M*** regarding our report, she acknowledged only selected parts of the Service ContractThat is, from “WHAT THE SERVICE CONTRACT DOES NOT COVER” in Section paragraph 30: “FOR COSTS PERTAINING TO THE TEARDOWN AND DIAGNOSIS OF THE VEHICLE AND ANY SALES TAX CHARGESALL FLUIDS, FILTERS, HOSES, BELTS, BOLTS, STUDS AND FASTENERS THAT ARE NOT SPECIFICALLY STATED AS COVERED UNDER THE COMPONENT COVERAGE SECTION.” However, MsM*** did not even mention other pertinent sections of the PWC contract which further describe and qualify the warranty coverage: (a) In particular, Section III General Provisions When and Where you are covered - states that “this Service Contract applies only to Breakdowns occurring within the contract period in the continental United States of America, as well as in Alaska and Hawaii(b) In addition, the PWC contract states in Section IIII State amendments “This Service Contract is amended to comply with the [specific] requirements of states, including Maryland (15): “The repair of a malfunction or defect covered under a mechanical repair contract shall include the cost of the teardown and diagnosing the malfunction or defect.” Thus, from the PWC contract it is clear that it pertains to coverage in all states of the United StatesThe contract does not specify that car repairs must be serviced in accordance with provisions specified for the state of PennsylvaniaWe purchased the vehicle and a 3-month service warranty using our home address and checking account in Frederick, MarylandWe were told by Joshua that the service contract was valid in every state even though company headquarters were in PennsylvaniaMy wife and I drove the vehicle to our home in Frederick, MarylandWe had the car inspected and licensed in the state of Maryland and I drove the car to and from work in Maryland for days prior to the appearance of the two warning lights requiring diagnosis and repairsWe brought the vehicle to the primary Buick dealership in Frederick, Maryland where the diagnoses and repairs were performed in accordance with the car manufacturer policy and proceduresPWC service personnel as the contract Administrator accepted the diagnoses associated with each trouble light and authorized repairs that were performed by the *** *** garage in my hometown of Frederick, MD as the “franchised” Repair FacilityThe Administrator accepted the report submitted by *** *** and did not elect to have the car repaired at an alternate location in Maryland or Pennsylvania indicating that diagnoses and repairs were performed in compliance with the PWC contractThe *** *** Garage is a franchised General Motors dealership and that it is licensed in the State of Maryland where it performs diagnoses and repairs as prescribed by General Motors policy and proceduresSince the PWC contract itself states that their service agreement is to comply with the specific requirements listed for Maryland, “The repair of a malfunction or defect covered under a mechanical repair contract shall include the cost of the teardown and diagnosing the malfunction or defect.” We understand that certain car parts and repairs are not covered by the PWC contractNevertheless, the diagnostic procedures performed by *** *** Garage are an integral part of proper car diagnoses that are required by the General Motors car manufacturer to diagnose the reason for warning lights; Likewise, diagnostic procedures are also recognized as an integral component of car repair by the state of MarylandThe diagnostics performed by the *** *** Garage were required to identify the source of each malfunction and needed repair as well as to verify that service corrects the malfunctions identified by the vehicle’s warning lights and that the vehicle is safe to drive againThe provision that repair shall include the cost of diagnosing vehicle malfunctions listed specifically in the PWC contract section IIII para should have been recognized by PWC staff who sell and administer the contractThis provision should also be honored by the corporate attorney who should be fully familiar with all elements of the PWC contractInstead, the conclusions drawn in the letter by Gale *M***, the PWC corporate attorney, clearly contradict important provisions described in the PWC service contractPlease let me know if you need any further information from us regarding Revdex.com #***Best regards, *** *** *** *** *** *** Frederick, MD ***Desired Outcome: As described in the original complaint #*** The Penn Warranty Corporation still owes us $The response from Gale * M***, corporate attorney to *** *** of the Revdex.com dated February 3, that was forwarded to us,noted only selected parts of the Service Contract, and her letter failed to acknowledge other pertinent sections of the PWC contract which further qualify the warranty coverage that states that the cost of diagnosing vehicle malfunctions listed specifically in the PWC contract section IIII para should have been recognized by PWC staff who sell and administer the contractthe conclusions drawn in the letter by Gale TM***, the PWC corporate attorney, clearly contradict important provisions described in the PWC service contractPWC still needs to honor terms of the contract and reimburse us an additional $to cover the costs of diagnoses included in the repair of our vehicle by *** *** ***

[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 I confirmed with *** *** they have never received a check from Penn Warranty Corporation.I am attaching the full transaction detail report I received from *** *** for your review showing no checks were received from this company.I hope the second check can be issued without more delays from Penn Warranty Corporation's part.I will check with the dealer about the difference.Thanks a lot for your assistance
Regards,
*** ***

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

Dear *** ***,
In response to *** ***'s complaint we did forward a refund check in the amountof $845.00 to the lien holder *** *** on June 4, 2015. We have checked with our bank and the check has not been cashed. We then put a stop payment on
this check and a second one is being issued. The amount refunded is the amount we received for the service contract and we did notify the selling dealer *** ** *** ***s to refund any amount they may have charged for the contract and retianed
Gale ** M***