The Penn Warranty Corporation

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***

June 24, 2016Dear *** ***.I have received the complaint captioned above and have reviewed the fileOn May 19, 2016, we were contacted by *** *** pertaining to the suspension of her *** ***We had no record of receiving a contract on behalf of her vehicle and the claim was then
closedOn May 24, 2016, we then received a month on contract for *** ***'s vehicleWe then received the invoice from the previous repair and upon review offered $for the control arm broken down as follows:$Rock Auto Control arm $Labor (hours as pursuant to the Mitchell Labor GuideG) contract rate of $65.00/hour) -$Per occurrence fee $Total Authorization This is the amount that Would have been authorized if we had the contract and opened a claim for investigationAs to the struts, we have no record of this claim, however, this part is a non covered component under the service contract agreementThe contract covers specific components listed as stated underSection :"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 “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 strut is not listed; therefore, a non-covered component under 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,GaleM***Corporate Attorney

September 4, 2015Dear *** ***:I have received the above referenced complaintFrom review of our file a claim was called in on August 20, by *** Transmission Center pertaining to the transmission of *** ***’s *** ***On that date an adjuster was assigned to this matter,
and verified with center vehicle/customer information, claims procedures, and tear down requirementsThe vehicle was then inspected by an independent inspector to verify the shop’s diagnosis and to determine a cause of failureThe inspector found no obvious failure to any componentsThe torque converter appears slightly blued, poured fluid out of it and there was no metal in the fluidThere is no metal found anywhere in the pan or systemThe fluid is good and has no metalThere are no leaks and no codesThe clutches are good for milesThere is no metal found on the valve body and there is no intermix in the transmissionHe then noted that were no failed parts shown to the transmission.No covered component failure was found to be defective or worn beyond service limitsIn order for reimbursement to be made, the terms of this contract must be metThe terms and conditions of the contract regarding reimbursement for a covered component failure states under the definition: ““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 transmission.The inspector also found that the vehicle had modifications of oversized tires, air filter and cold air intakeThe tires on the vehicle are size 285x75xThe manufacturer’s requirements calls for the tire size of 235x75xBased on these findings the contract was then canceled due to these alterations and a refund of the contract was forwarded to the lien holder, Navy Federal Credit Union as stated in the contract agreement.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 or fraud; • If You have failed to maintain Your Vehicle as prescribed by the manufacturer..." Had our corporation been notified of the alterations the contract would have been rejected.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 *M***

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***

[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,
*** ***

[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: Please see attachment
Regards,
*** ***
August 31, 2015Dear *** ***I purchased a *** *** 4DR Sedan at *** *** A/S on March 10,along with a warranty from Penn Warranty Corporation.Unfortunately, this *** *** has not performed as expected, and I believe the defective engine should be replaced under terms of the warrantyThe problems with the denial of my claim is the service department at *** *** never gave me anything to sign or ask my permission to tear down the engineThe service department just kept me informed on Penn Warranty's request to tear the engine down to find the problem.To resolve this problem satisfactorily, I would appreciate a Replacement engine, a Refund, a Repair.I am looking forward to your reply in this matterI will wait until September 14,for a reply before seeking assistance in resolving this dispute from an Attorney..Please contact me using the information above.Sincerely,

I spoke to two separate *** ***
representatives on Saturday, March 31, and was told a refund check, which is not only not the amount requested, but considerably lower than the prorated amount the *** disclosed to me is standard and customary, Was mailed to the dealership where we purchased the related carI disclosed at that time that all phone numbers we had for that Dealership were no longer in service and requested another number that they had on fileThat number was disconnected as well and I told the representative soShe stated that *** *** does not re-generate check payments under any circumstances and advised me to drive over an hour away to the dealership to determine the status of the check that was mailed out to me and my husband to the dealership location. I told her this was a great inconvenience for me, but I scheduled time to drive to the dealership location this week on 4-11-after work, and the drive was over an hour away for me on a weekdayNot only did a representative from the present tenant say that the referenced dealership we purchased the car from closed years ago, they said they had received no check from *** *** that she was aware of and gave me another phone number which I’ve been calling all week *** *** I have called two additional representatives at that new company, which operates under *** *** *** in *** ***, and have not received any response from one *** ***)and no f/up call from the other (Marian)While I have been trying to work with *** *** and the new dealership, I wanted to have a reasonable response to the complaint after chasing these people down. I did initially draft a response on Tuesday, April 4, and updated it on Tuesday, April 11, after no Check materializedI wanted to be fair and see how things worked out. Because I do not have the privilege of time in this matter, please see the response I drafted belowI would like to post this response on my case and am requesting that it be reopened because consumers deserve to know how this *** treats its customers and that they operate fraudulently, distribute ambiguous contracts, feel justified in escaping from enforceability of paying out Warranty claims based on ambiguous terms and lack of thorough f/up with the repair shop and consumer (but they magically presented a very lengthy and thorough explanation of my claim to Revdex.com - a privilege neither the shop manager, Denise, nor me and my husband received previously) and basing their denial on the possibility of what could have possibly happened to a vehicle that allows them to wiggle out of claim payouts. I have received completely unfair treatment as s consumer and poor customer service delivered by their representativesI truly appreciate this platform which allows dialogue between parties in dispute because otherwise *** *** would never have given me the time of day.Below is the Response that I drafted on Tuesday, April 4, and updated on April 11, and I would like P and wanted to not only have the privilege to read my complaint but to have another opportunity to respond to it.I am extremely disappointed in the response from *** ***’s representative. *** *** has refused to take responsibility to leading consumers with misleading leading and ambiguous terms and conditions, and now claiming to have no record of my previous communication with them. It is extremely disrespectful to insinuate that your customer is being untruthful in order to scape goat out of your responsibilityThe main reason the manager of *** *** complained to my husband and I about their flat refusal to repair my *** was due to the fact that their response was that there was a possibility that the specified parts could have been exposed to fluids previouslyThere was nothing conclusive and there was no detailed response ever given to me and my husband, or to the manager at ***, according to her repeated statements to us, by *** ***When I called in 2016, I spoke to a customer service representative, and also a representative of the refund departmentI was told that there was no recourse to my claim that my vehicle claim made by *** *** was denied for no valid reason and conflict did with the terms of the warranty agreementFurthermore, for the representative from *** *** insinuating to Revdex.com that I never had any communication with *** *** is not only disappointing but has resulted in my decision to never take out a warranty with their company ever again and to actively campaign against them. I am pulling cell phone records to submit to Revdex.com to expose the degree to which their rep has gone to try to discredit me We should have been granted a full refund based on every detail I disclosed in my complaintI spoke to a member of the refund department staff on Wednesday, March and acknowledged receipt of P and warrantees response that a refund was being issued to usI received a letter stating that the refund would only be for $and that it was mailed to the dealership where we purchased our carI call the refund department and told him that the only phone number we had for the dealership was disconnected and asked if they would re-issue the check and mail it directly to our home addressI was told that this was not an optionI asked if there were Any other phone numbers, email addresses or any other contact information that they could provide to me for The dealership and I was given a second phone number, which I tried with the representative holding on the phone liveI told her that that phone number two was disconnectedHer response to me was that there was nothing they could do and they would not re-cut a checkShe advised me to drive the hour and a half to the dealership to see if they were still in businessI just left the business Dealership five minutes H headed back home on a Hour Drwith rush-hour traffic because of the poorest customer service in the automobile industry that I have ever encountered, and not only were they not in business as I told P and warranty I suspected, their business closed three years ago and the car dealership is under new managementThe representative at The dealership told me that they have nothing to do with the previous car dealerships and had no check for meThis has been the absolute worst experience I have ever had in a car purchase an extended warranty purchaseNow we have no refund, no fair refined, a close the dealership, and P and warrantee telling us that they refuse to generate another check payment to us as consumers. The new dealership told me that they have nothing to do with the previous car dealerships and had no check for meThis has been the absolute worst experience I have ever had in a car purchase an extended warranty purchaseNow we have no refund, no fair recourse, a close the dealership, and P and warrantee telling us that they refuse to generate another check payment to us as consumers. In addition, when I spoke to a CSR in 2016, I was told that refunds are prorated per the number of months left on the warrantyAt a cost if $for a 48-mo warranty, the pro-rated amount would be $332.50, with months left on the warranty, per the documentation that I provided to *** *** from my insurance company ( *** ***) as was requestedTherefore, I have concluded that with *** *** refusing to grant us a refund of the total purchasing price after suggesting that due to the POSSIBILITY that the parts involved in the repairs request by *** MAY HAVE BEEN EXPOSED to fluids due to a torn cover, then subsequently offering a LESSER THAN FAIR PRORATED REFUND, which we can’t get anyway because the dealership went out of business years ago, per the current tenant, and *** ***’s Representative stated to me in a lengthy phone call on 3-31-18, that *** *** does not re-cut checks, even if they mailed the refund to a dealership that’s gone out of business (and that the only thing they could suggest was that I drive over an hour away to determine if there is anyway I can retrieve the check that was mailed) I have concluded that *** *** is a *** that operates with fraudulent and unethical business practicesIn a time when law and ethics have become so intertwined, it is shocking that the Federal Trade Commission and Attorney General have allowed such a *** to prey on consumersI will take my complaints against this company as far as the ladder leads. *** *** should not have the privilege of doing business with unsuspecting consumers. I will warn anyone who will listen to beware of their fraudulent business practices, ambiguous warranty terms, and poor customer service because no hard-working family deserves to be cheated out of $ Respectfully submitted, *** *** *** ***

October 13, 2014Dear *** ***:I have received the complaint captioned above and have reviewed the fileOn September 30, Sam's One Stop Auto called in a claim on *** ***’s *** ** stating the rack was leaking, valve cover gaskets and radiator hose leakingOn 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 rack and pinionThe valve cover gaskets and radiator hose are non covered components under the contract agreementWe then authorized $broken down as follows:$*** rack and pinion$Shop's fluids $Labor as per the *** Labor Guide of hours@Contract rate of $100.00/hour-$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 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 that of new 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 who is the party responsible for making arrangements for shipment and availability of said partThe terms of the Elite Contract agreed to and signed by MrBourbeau 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 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 termsOur contract covers all parts we found and are supplied throughout the duration of the contractAlso, the vehicle was purchased used and for us to authorize new parts would give the owner a greater benefit than originally purchased.As to the rental car, the Contract states "RENTAL CAR - Fifty dollars ($50.00) per eight hours of authorized flat rate time to repair or replace a covered component with a maximum of five hundred dollars ($500.00)Any delays caused by unavailability of parts, shipping of parts, repair facility scheduling, or any other delays do not qualify for rental reimbursement." Since your repair was authorized for hours this is no car rental reimbursement as per 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,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, not that it helps matters much, but is somewhat satisfactory to me.
Regards,
*** ***

Dear *** ***, I have reviewed *** ***'s rejection to our response and our position remains the same However we will off the additional amount of $1,for the claim limit of $2,as stated in the contract agreement Please note that we are not accepting liability for this additional amount but making this offer to see if it can be amicably resolved through your agency If acceptable please have *** *** forward a paid invoice for the repair and the amount of $will be paid through the claims department and the amount of $1,will by paid through my department by separate check. Thank you for your time, Gale ** M***

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

July 22, 2016Dear *** ***,I have received the complaint captioned above and have reviewed the fileOn February 16, 2016, a claim was called in by Stamper Auto Repair pertaining to the transmission of *** ***'s *** ***On that date, the adjuster spoke to the repair center and
went over the claims procedures and teardown requirements for the repairAfter numerous conversations with the shop as to the proper teardown the vehicle was inspect twice to verify the shop's diagnosisThe only failures shown by the shop were that of the clutches and we then authorized $for a rebuild kit.Upon further review we will offer the additional amount of $for the claim limit of $1,as stated in the contract agreementThis is being offered to see if it can be amicably resolved and we are not accepting liability for the additional repair.Upon review 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:I'm pursuing other options
Regards,
*** ***

July 15, 2016Dear *** ***,I have received the above captioned complaint and have reviewed the filedOn July 6, 2016, *** *** of Arlington called in a claim for the airmatic strut on *** ***'s *** *** ***This part is a non covered component under the service contract
agreement and the claim was then closedThe 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 Service Contract Covers', are covered by this Service Contract.” The strut is not listed; therefore, a non-covered component under the contract agreement.I 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

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
? *** ***
I am rejecting this response because:
Poor customer service and do not uphold warranty contracts? Poor business skills? Robbing people blind and covering it up with excuses? No refund as of yet.?
***
*** ***
?

[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:my auto shop and I called every day for a week to try to get someone out to start a claim - we got no response, only a voicemail for the claims departmentI have an email to start the claim - again no responseThis company requires you to keep your car at a shop for weeks without use of it because they take weeks to open a claim - you can't use your car during that time at all; it has to stay at the shopI lost the ability to use my car for weeks without a claim even being STARTEDIt is a scam to get people not to use the warranty, because who has the money for a months worth of rental cars? My husband is in the military and I am a nurse - these are the people you guys are scamming.?
Regards,
*** ***
?

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:The prices they used to quote the repair did not come from an actual body shopWhen I asked where I could take my car to have the repairs done at this price they were unable to give me an answerAlso, upon 1st encountering the problem, I asked if *** of South Orlando was an approved dealerI was told they wereThe repair time for fixing the Piston #was hours, more than double the as quotedSince the quote did not come from an actual repair shop I am not sure how they arrived at hoursAlso, they parts they suggested using to repair the car were not *** certified partsWith a car just barely over 50,miles I would expect to had dealership certified partI was also with out a car for days due to their inadequate response timeA rental car for days equals well over $Had they responded to phone calls and voice mails in a more timely manner I still would have been with out a car for at least a week by the time the 3rd party investigated, parts were ordered and repairs were completedAt this point the only reason I have a car now is because I sold the carI would like full refund of the purchase price of the warranty$2,
Regards,
*** ***

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

June 10, 2016Dear *** ***:I have received the above referenced complaintUpon review of our files, on May 26, 2015, *** *** purchased a *** *** and at that time also purchased our month Gold ContractOn May 27, 2016, *** *** contacted our customer service department pertaining
to repairs to his vehicle that took place on February 10, and April 15, We were never notified for these repairs and they were completed prior to our authorization.The contract agreement states the procedure to open a claim under Section IVYOUR RESPONSIBILITIES BFiling a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: “Take Your Vehicle to any licensed Repair FacilityYour Vehicle must be at a Repair Facility for a claim to be openedIf You need assistance in locating a Repair Facility, contact the Administrator at ###-###-####Provide Repair Facility with a copy of Your Contract and/or Your Contract NumberPrior 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 ###-###-####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 covered“Also under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTORIZAITON.Again *** *** never contacted us before any repairs took placeThis is in violation of the contract agreementWe were denied the right to investigate the repairs to determine if they were necessary and if there would be coverage under the contract agreementUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *M***Corporate Attorney