The Penn Warranty Corporation

February 24, 2017Dear *** ***,I have received you email pertaining to your claimAfter a complete review of the facts and documents as they pertain to this claim, the following is a result of my findings:The file contains a copy of the claims worksheet showing that on February 15, 2017,
*** *** called in a claim for the front cw axle and solenoids of your *** ***On that date the adjuster spoke with the repair center verifying information, claims procedures, and tear down requirementsThe shop could only show that two solenoids needed replacing and the boot was torn on the CW axleThe boot is not covered under the contract agreement and we then authorized $for the two solenoids repairUpon review, we will offer an additional amount of $for a total of $for shop's solenoids, Cv axle and laborThis is being offered to see if it can be amicably resolved and we are not accepting liability for the additional repairIf acceptable please forward the paid invoice and the authorized amount of $128,will be paid through the claims processing and the additional amount offered of $will be sent through this department by separate check.Sincerely,? Krista B.Customer Relations?

July 22, 2016Dear *** ***,I have received *** ***'s complaint and have reviewed his fileAs to any refund request the contract agreement states under VGeneral Provisions number 7., 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 purchased on August 17, 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, First Virginia Credit Services as stated in the contract agreement.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale MCorporate Attorney

Dear [redacted],? ? I have reviewed [redacted]'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 [redacted]? in the
amount of $directly to his address on the complaint.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Thank you for your time,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *M[redacted]

? I have received the above referenced complaintFrom review of our file a? claim was called in on March 1, 2016, by [redacted] Auto Group pertaining to the? engine of Ms[redacted]’s [redacted]The adjuster spoke to the repair? center verifying vehicle information, claims procedures
and tear down? requirementsUpon completion of tear down, an inspection was then ordered? and completed by an independent inspector to verify the shop’s diagnosis of the? repairThe inspector found that the vehicle had modifications of oversized tires.? The tires on the vehicle are size 255-30-front, 335-30-rearThe? manufacturer’s requirements for the size of tires are 245-45-front and 275-30-rearBased 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…; • If? You have failed to maintain Your Vehicle as prescribed by the manufacturer....."? A refund in the amount of $2,is being processed and will be sent? directly to Ms[redacted] and the address she state in her complaintThank you for? your time and attention and upon review if you have any questions or comments? please do not hesitate to contact me.? Sincerely,? THE PENN WARRANTY CORPORATION? Gale TM[redacted]? Corporate Attorney?

From:? [redacted]Date: Sat, May 13, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com I finally received a check from Penn Warranty after leaving them about messages and emails everyday after they agreed to send check after I forward bill.? I did not know that there was any further action required, sorry for the delay.? [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]? ? ? In response to [redacted]'s rejection our position remains the same as stated earlier.? We have no record of any claim being started.? As I stated before please have [redacted]? forward the invoice and it will be further reviewed.? If the vehicle has not been repair please have her instruct the shop to call in a claim or she can send me the shop's information and I will have someone contact them.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale M[redacted]

Dear [redacted],? ? No response is necessary, customer pursuing other options.? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale ** M[redacted]

November 30, 2016Dear [redacted].I have received the above referenced complaintUpon review of our file, on October 27, 2016, a claim was called in by [redacted] pertaining to the sway bar, rear shocks, and front thrust rod bushing on [redacted]'s [redacted] These parts 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 sway bar, rear shocks, and front thrust rod bushing not listed, therefore, are non-covered componentsAs a result, [redacted] then requested a refund of the contract agreementThe contract states under WGeneral 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 purchased on October 27, 2015, thus exceeding the allotted days denying refundThere are no general provisions in the contract for a pro rated refund.Thank you for your time and attention and if you have any questions or comment please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale M.Corporate Attorney

Dear [redacted]? ? In response to [redacted]'s rejection our position remains the same as stated earlier? The damage to the vehicle was due to overheating and continued operation? This is specifically stated as not covered under the contract agreement? Therefore not payment will be made on this claim.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *M[redacted]

Dear [redacted],
Thanks for obtaining and forwarding a response from the Penn Warranty Company regarding our report to the Revdex.com (Revdex.com #[redacted])In correspondence from the Corporate attorney, Gale *M[redacted] 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[redacted] 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 [redacted] garage in my hometown of Frederick, MD as the “franchised” Repair FacilityThe Administrator accepted the report submitted by [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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[redacted], 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 #[redacted]Best regards, [redacted] Frederick, MD [redacted]Desired Outcome: As described in the original complaint #[redacted] The Penn Warranty Corporation still owes us $The response from Gale * M[redacted], corporate attorney to [redacted] 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[redacted], 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 [redacted]

Dear [redacted],? ? I have reviewed [redacted] file? The service contract she purchased should have been given to her by the dealer upon the purchase of the vehicle? We do not send the contract to the customer? We did authorize and paid $for a starter repair as
per the contract terms? Upon request, a pro rated refund was provided as per Texas law since that is where the vehicle was purchased? The paid claim and a $fee was deducted from the amount refunded as per Texas law? We did forward our portion, $1,to the lien holder [redacted] Bank and informed the selling dealer, [redacted]? that they owed the balance of $and to please send it to the lien holder.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *M[redacted]

Dear MsStewart,? ? In response to Mr[redacted] complaint, please see the attached correspondence.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM[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: [redacted]
I am rejecting this response because: I think its a crock of bull that they due not even have a grace period, no ? less that they wouldnot even exceptto contnue with our paymentthey had no problemtaking the payment every monthfor nothing, and of course in years everyones car mileagegoes upwho's does notwe were not asking to write a new policy just conitinue the one we had, I just had to give them the number to the same account the bank change to chip cardnice way and easy way of ripping off ur consumeri can imagine how much money u have made off people to which after years there mileage had gone up and according to u ,u just delete there policyvery impressive rip-offi will be telling every dealership /carsalesman on a blog what this company does, and to either let the customer know what they do or not sell there insurance!
Regards,
[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: [redacted]
I am rejecting this response because:? I have looked over the contract, and subsequent paper work, I was given at the time of purchase, no where does it state there is a $per occurrence repair limitI am still seeking either the full repair cost, or at a minimum the cost of just the parts
Regards,
[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: [redacted]
I am rejecting this response because:Their policy does not take into account repairs that would have been covered under warranty when a situation arises that precludes prior authorization for the repairs
Regards,
[redacted]

Dear [redacted],? ? Upon review of [redacted] file, this matter was responded to by our Dispute Department? Attached is this response in which we apologized for his inconvenience due to our problems with our new computer system? We did offer $for the repair and the
contract is being cancelledWe have not heard a response to the offer.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale *M[redacted]

April 13, 2017Dear [redacted],I have received the above captioned complaint and have reviewed the filedOn February 6, 2017, a claim was called in by [redacted] Service pertaining to the brake vacuum pump seal leaking, shock absorbers, right engine mount and serpentine belt cracked of [redacted]
[redacted]'s [redacted]There items are non covered componentsThe 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 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 shock absorbers, engine mount and serpentine belt are not listed, therefore, are non-covered components under the contract agreement.As to brake vacuum pump seal, 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 REQURED IN CONJUNCTION WITH A COVERED REPAIR OR AS SPECIFIED IN THE COMPONENT COVERAGE SECTIONThis is the only claim that we have on fileIf there are additional problems to the vehicle we request it please be taken to a Service Center and a claim called in.As to the requested refund, upon review of your contract under IllGeneral Provisions number 7., specifically states "How This Service Contract May Be Cancelled - including Refunds And Charges CancellationBy You - You may cancel this Service Contract at any timeHowever, You may not be eligible for a refund after thirty days (30) depending on state regulationsTo cancel, You must submit a written request and return the Service Contract to the AdministratorIf You cancel this Service Contract within thirty days (30) of the Service Contract Purchase Date, a 100% refund of the Service Contract Price will be made, less? any claims paidAll refunds will be paid to the Lien holder, if any, otherwise to You." The service contract was purchase on December 29, 2016, thus exceeding the allotted days of provision ill and denying a refund.The procedure of requesting a refund within the days is specifically stated in the Provision, "To cancel, You must submit a written request and return the Service Contract to the Administrator." This was not done within the first days and therefore no refund would be grantedThere are no general provisions providing a pro rated refund in the contract agreement.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale *M[redacted]

November 15, 2017Dear [redacted],We received you response and upon review our position remains the sameThe claim has been denied since the necessary repairs were in progress prior to the purchase of the vehicleThis was verified by the independent inspector who physically reviewed the vehicle and the fault code occurring days and miles after purchaseThe chain was loose and the tensioner was fully extended and this failure does not happen instantly as you have referencedWe offered a refund of the purchase price of the contract since the vehicle was purchased in this condition and this offer sill remains.Sincerely,Krista B.Customer Relations

Dear Ms[redacted],? ? ? ? In response to Ms[redacted]'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 [redacted] certified parts.? Be that as it may, Ms[redacted] did request? a refund of the contract and we are contacting [redacted] for their review and will respond when we hear from them.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM[redacted]? ? ?