The Penn Warranty Corporation

February 15, Dear *** ***.I have received the complaint captioned above and have reviewed the fileOn April 8, 2016, *** *** * *** called in a claim for *** ***'s *** *** *** Upon discussions with the shop the necessary repairs were that of the power steering pump,
reservoir, exhaust clamp, inner axle seal, oil pan gasket and balance shaftThe only covered component was that of the balance shaft, however the shop stated that *** *** declined this repair and the claim was then closedWe were then contacted on August 11, by ***? ***? pertaining to the cam adjusters, power steering return hose, oil pan gasket and axle leaking from the bootOn that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repairUpon investigation we then authorized $broken down as follows:$? Shop's cam adjusters? $? Shop's power steering return hose ? $? Labor as per the *** Labor Guide of hours @Contract rate of $65.00/hour-$Per occurrence fee$Total Authorization ( The other items are non covered components under the service contract agreement and the claim was then closedThe contract covers specific components listed as stated under Section :? "WHAT THIS SERVICE CONTRACT COVERS Coverage - During the Service Contract Period We will pay a Repair Facility, or at Our option, reimburse You the Cost to remedy any Breakdown of the parts listed below, less Per OccurrenceParts not listed are not covered by? this Service Contract." The contract also states on Page 1: "Only the components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under “What This Service Contract Covers", are covered by this Service Contract.'The power steering pump, reservoir, exhaust clamp, inner axle seal, oil pan gasket and boot are not listed; therefore, are non-covered components under the Contract agreementAlso gasket and seals are not covered for fluid leaksThe Contract States under section IIIWHAT THIS SERVICE CONTRACT DOES NOT COVER paragraph #6, FOR FLUID LEAKS OR DAMAGE THAT RESULTS FROM FLUID LEAKS and paragraph "SEALS AND GASKETS ARE NOT COVERED BY THIS SERVICE CONTRACT UNLESS REQUIRED IN CONJUNCTION WITH A COWERED REPAIR." The contract specifically states that the power steering cooler and lines are covered but does not state the power steering pump as coveredAs to the air suspension and rack and pinion the shop never stated that these items were needed repairsPlease have the shop call in a claim for these items and they will be further investigated to determine coverage under the contract agreement.Sincerely,Gale M.Corporate Attorney

Dear *** ***,? ? ? ? I received *** ***'s response to our offer.? The attachment she had was a real estate contract and not the costs of her repair.? However ? this will not change our position in this matter.? The claim has been and remains? denied and the offer of $2,is what we would have paid had there been coverage.? ? This is our only offer.? Also please note that there is a claim limit of $2,in her contract.? Be that as it may, the original offer of $2,007.98? is still being offered through your agency to see if this can be resolved.? If this is not acceptable to *** *** there is nothing further we can do in this? matter.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale ** M***

March 27, 2017Dear [redacted],I have received the above captioned complaint and have reviewed the filedOn March 7, [redacted] called in a claim for the transmission on [redacted]'s vehicleWe spoke with the service center and went over the claims procedure of tear down and
possible inspectionThe shop needs the customer's permission to have the vehicle torn down to show the necessary and proper repair.We then heard from [redacted] as to this procedure and it was repeated to herThis procedure is specifically stated in the Standard Contract, page 2, Section IVYOUR 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 ###-###-####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 claim now standsThe vehicle needs to be torn down to determine the necessary repair and if there is coverage under the contract agreementThis was repeated to [redacted] by our claims departmentWhen the tear down takes place and an estimate is received by the service center the claim will then precede.Thank you for your time and attention.Sincerely, THE PENN WARRANTY CORPORATIONGale M.Corporate Attorney

September 18, 2015Dear *** ***:I have received the above captioned complaint and have reviewed the filedOn May 18, 2015, ***’s Auto Service called in a claim for the engine on *** ***’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 for a replacement of the engine was received and from review, an inspection by a third party independent inspector was requested to verify failuresThe inspector verified the #rod bearing spun on the connecting rodThe rod and crank journals are scoredThe other bearings are worn and lightly scoredThere is heavy metal debris contamination in the oilThe cause of failure was the #rod bearing failure causing it to spin with subsequent damage to the crankshaft, rod and other bearings from continued operationBased on these findings we authorized $for the rod bearings only broken down as follows:$*** *** rod bearing set/oil pan gasket $labor (hours pursuant to the ***? Labor Guide@ Contract rate of $65.00/hour) $Towing - per occurrence fee $Total (auth# ***)The additional damage to the vehicle was a result of long term continued operation after the initial failure of the ringsThe contract specifically states under section III WHAT 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 conditions.For the replacement of a covered component to be authorized the terms of this service contract you agreed to have “fully understood“ when executing 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 additional failures occurred due to continued operation thus not from service or worn and therefore, were properly denied coverage.As to any delays in this matter, the claim was called in on May 18, and the vehicle was not torn down for inspection until June 1, The vehicle was then inspected and the claim was authorized on June 4, Any delays on this claim were that of the shop in awaiting the teardown and not by our corporation.I thank you for your time and if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale *M***? Corporate Attorney

*** *** ***? ? ? The vehicle had alterations in violation of the contract terms.? The contract was canceled and the purchase price of $was sent to *** *** by check numbe* *** on November by ** ***? to the address stated on the contract agreement.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM***

Dear *** ***,? ? ? In response to *** ***'s rejection our position remains the same as stated earlier? The contract covers the oil pan and not the gasket? Since it was the gasket that failed there is no coverage under the contract agreement? As to the requested refund the lien hold, *** Bank, needs to contact our refunds department for review.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *? M***

Dear [redacted],? ? ? In response to [redacted]'s rejection our position remains the same as stated earlier? Also, the contract states it can be transferred to the new owner of the vehicle for a fee.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale ** M[redacted]

? I received the invoice and the check is being processed by our accounting department and should be mailed to *** *** attention within the next few days.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale **? M***

August 1, 2017Dear M** ***:I have received the complaint captioned above and have reviewed the fileOn July 7, 2017, we were contacted by *** of Winchester pertaining to *** ***'s *** *** in limp mode, vibrating under all seats when going over 45MPHOn that date an adjuster was
assigned to this matter who spoke with the repair facility verifying customer/vehicle information, claims procedures, tear down requirementsAfter investigation we then authorized and paid the amount of $2,for this repairAs for any delay, the claim was called in on July 7, and we received an estimate from the shop on July 12, 2017, however it had only hours written and some vague failures listedThere were no actual parts listedWe then requested the shop to obtain the customer's permission for teardown to show the completed and necessary repair to determine coverageThis 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: “Authorize 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 repairsYou are responsible for any and all teardown and diagnostic charges made by The Repair Facility that are not specifically stated as being covered under The Component Coverage Section." In order the repair the vehicle it must be torn down to replace the necessary componentsAs in this case to replace the lifters the old ones needed to be removedAfter awaiting proper tear down we then authorized the claim on July 18, 2017.As for payment we left a message to the shop as to the authorized amount on that dateThe shop did not contact us until July 24,2017, to get the necessary information to paymentWe received the invoice on July 25, and requested the customer's signature, which was not on the invoice, it was received later that day and payment was made to the shop by AMEXThere was no delay on our part in authorizing the claim or making payment.As for the car rental, the terms and conditions of the Contract state, "RENTAL CAR - Twenty five dollars ($25.00) per eight hours of authorized flat rate time to repair or replace a covered component with a maximum of two hundred and fifty dollars ($250.00)Any delays caused by unavailability of parts, shipping of parts, repair facility scheduling, or any other delays do not qualify for rental reimbursement." Since the repair took hours as per All Data *** ***s is entitled to $car rentalPlease have her provide an invoice and payment will be made to her attention.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

[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.? Since bills have been paid the payment should be made to:*** *** *** ***Independence, MO ***
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***

I have received the above captioned complaint and have reviewed the filedOn August 3, 2017, a claim was called in by [redacted]? pertaining to the power steering lines of [redacted]Upon discussions with the shop they stated the pressure hose and return
line form rack to pump/cooler rusted through and leaking power steering fluidBased on this finding the claim was deniedThe contract specifically states under section ill WHAT THIS SERVICE CONTRACT DOES NOT COVER, paragraph #24, FOR A BREAKDOWN CAUSED BY RUST OR WEATHER RELATED CORROSIONAlso, 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 present.#Upon review if you have any questions or comments please do not hesitateto contact me

[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:The response is of no help or value to me or anyone and fails to demonstrate or even hint at ethical business practice.? Please be advised of my most recent correspondence with cars.com on which *** and Penn advertise their goods and services:Hello Dan and thank you for your attention
I would like to provide you with a little more detail about my experience
and I do have a question...once a review is posted can it be revised or
removed?? *** and Penn do have the opportunity to earn good feedback so I
would not want to post something negative if it can not be changed or
retracted
Here is a summary of what happened and I will be as brief as possible...on
January 3, I purchased a black *** ** Vfrom *** *** ***
for just under $5,tax included.? Also included was a day policy from Penn
Warranty if purchased by December 31; however, I was allowed to have the
coverage since I gave a deposit before the deadline
The car was obviously in need of some repairs and upon being examined by my
own personal mechanic it was revealed that immediate critical repairs would be
approximately $1,300...front control arms, links, ball joints, brakes, etc.? My
mechanic also informed me (in the presence of an *** employee) that the
check engine computer had been cleared.? Once we were out of anyone's witness
the *** employee became very defensive and told me that my mechanic was out
of line for making the check engine remark.By the end of January the thermostat failed causing an overheat with
roadside breakdown situation and, yes, the check engine light came on giving
codes for various emissions issues and engine disabled theft deterrent since the
vehicle was sold without the *** computer chip key.? The dealer key was
approximately $and the initial emissions repairs were approximately
$350.Similar experiences continued throughout the year taking total repair costs
beyond what was paid for the car and time without the car (either being repaired
or not functioning properly) to a total of over days...more than one quarter
of this year I have been without a car.? Also in I started new work in the
TV and film industry in Atlanta and started driving for Lyft so time without the
car costs me work opportunity and money in addition to the expensive
repairs.I must also inform you that I was not the first consumer to purchase the
vehicle I now own from ***...I was the second or possibly third.? According
to the Carfax Report provided by *** the two prior buyers each had the car
for just under one year per buyer and repossession costs were disclosed on a
separate report provided to me at purchase.Both *** and Penn have been contacted multiple ways and neither have
taken any responsible action at all.? Penn continues to use a bevy of exclusions
to deny any and all of my claims after being contacted directly and more
recently through the Revdex.com.? I will continue to escalate as necessary and this
contact is only intended to inform cars.com of my experience with one of it's
advertisers.Thanks again and best wishes for 2016!*** ** ***
? ? ?
Regards,
David Sanders

Dear Ms[redacted],? ? ? In response to Ms[redacted]'s rejection our position remains the same as stated earlier.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM[redacted]

Dear [redacted],? ? ? There was no rejection attached to the response only the original complaint.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale ** M[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.?
Regards,
[redacted]

Dear [redacted],? ? ? We have reviewed [redacted] rejection and our position remains the same as stated earlier? For all of our refunds any claims that have been paid are subtracted from the amount to be refunded? Further under Texas law it specifically states that claims paid or authorized for payment can be subtracted? Therefore, no additional monies will be refunded.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *M[redacted] ? ? ? ? ? ? ? ? ? ?

[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,
*** ***

Dear *** ***,I have received the complaint captioned above and have reviewed the fileOn April 11, 2017, a claim was called in *** *** *** pertaining to the engine of *** *** Ford F-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 $3,000.00.The contract agreement states in section WGENERAL PROVISIONS "Limit of Liability - Our limit of liability is the Cost to repair or replace any Covered EreakdownOur maximum liability per repair shall not exceed three thousand dollars (S3,000)The total of all benefits payable for the term of the Service Contract shall not exceed the original Vehicle purchase price as shownWe then received the proper invoice and payment was made to the shop on May 19, 2017.Upon review if you have any questions or comments please do not hesitate to Contact me.Sincerely,THE PENNWARRANTY CORPORATIONGale TM*** Corporate Attorney

Gale,At no point will I be accepting your response on the simple fact that the company? you represent sells a product that they do not stand by.Attached are the photos of the damage, if some "object" would have made its way into the motor it would not have specifically picked and chose the specific cylinders that it did.I'm not sure you understand the implication that for an object to make it's way into this motor it would have had to travel through a factory air intake with a brand new motorcraft filter, through the throttle body, through the upper intake manifold, and the down into the cylinder headThis is not an open plenum where something can simply get sucked in and thrown downAlso for it to cause damage to both #& #but miss every other cylinder makes absolutely? no sense.In the picture you can see the damage from the piston that broke and caused the other damages.Let me know if you have any questions
Regards,
*** ***