The Penn Warranty Corporation

[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 Ms[redacted],? ? ? In response to Ms[redacted]'s complaint, please note that this is a contract from [redacted] in the state of Florida and we are the administrators only? [redacted] approves and pays the claims on their contract and we only investigate the claims on their behalf
? ? ? ? In this case the? vehicle was inspected by an independent inspector to verify the shop's diagnosis and the only repair verifed was that of the #piston? [redacted] the authorized $1,for this repairThe labor was hours at $100.00/per our for a total labor of $1,? The parts were as follows: piston $220.28, head set $196.55, oil $41.30, head bolts $35.12, oil pan gasket $and coolant $for a parts total of $538.03.? The total repair was $1,minus the $100.00.? As to the car rental the contract states $per hours of labor time.? Since the repair was hours [redacted] is responsible for $50.00.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM[redacted]

July 14, 2016Dear [redacted]I have received the above referenced complaint dateFrom review of our file a claim was called in on September 16, by [redacted] pertaining to an oil change, serpentine belt & tensioner, hood latch lubricant, water pump and a/c control head of [redacted]'s [redacted]The only components covered under the contract agreement were the water pump and asc control headWe then authorized the amount the amount of $broken down as follows:$**Parts.Com a/c control head $Rock Auto water pump$Coolant $Labor of hours as pursuant to the Mitchell Labor Guide at the Contract rate of $100/hour $Per occurrence fee $Total authorization The other items are non covered components under the contract agreementThe contract covers specific component 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." It further states, “Only components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under the “What This Service Contract Covers', are covered by this Service Contract.”The oil change, serpentine belt & tensioner, hood latch lubricant are not listed; therefore, they are non-covered components under the contract agreement.When we received the invoice the only repair that took place was the water pump and the above authorization was adjusted to $for the water pump repair only and this was sent to the service centerWe were then contacted on September 23, again by [redacted] pertaining to the harmonic? balancer, thermostat and housingThese are non covered components under the contract agreement and the claim was then closedThese are the only claims called in for this vehicleWe did pay for the water pump and we never received an invoice for the a/c control head repair.[redacted] did contact us in September pertaining to a refundThe contract was purchased on June 18, for monthsA pro rated refund was offered however it would be issued to the lien holder, [redacted] Bank as stated in the contract agreementWe were never contacted by the lien holder for a refund and the contract remained active until it expired on June 17, Therefore no refund will be offeredWe have abided by the contract terms and did pay for a water pump repairAs to the a/c control head payment will be made for that item once an invoice has been received.Sincerely Gale *M[redacted]

February 23, 2018Dear [redacted]:I have received the complaint captioned above and have reviewed the file. On February 6, 2018, [redacted] of Cincinnati North called in a claim for the exhaust lifters on [redacted]’s 2008 [redacted] On that date an adjuster was assigned to this matter, and...

verified with center vehicle/customer information, claims procedures, and tear down requirements. The shop then stated there are nofailures to show to the lifters, they are only making a noise and [redacted] recommends replacing the lifters and rocker arms to alleviate the noise. The claim was then closed since there were no failures. The contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, “29. FOR REPAIRS OF WATER AND AIR LEAKS, RATTLES, SQUEAKS AND WIND NOISE." The contract also defines a breakdown coverage as follows:““Breakdown" means the failure of any original or like replacement part covered by this Service Contract to perform it intended function(s) in normal 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 lifters. Until such time a failure can be shown to determine if there is coverage under the contract there is nothing further we can do in this matter.We were then contacted by the shop stating the valve cover was cracked. The vehicle was then inspected by an independent inspector to verify the shop's diagnosis. The inspector found the valve cover is cracked where one of the caps for the vent chamber attaches, preventing cap from staying in place. He noted that this failure was due to deterioration over time and miles. This would be considered a long term development in progress prior to 270 miles placed on the vehicle since purchase.Based on this information the claim was denied. This denial was a result of failures being prior to contract acceptance. The contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, “16. 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 $160.00.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale * M.Corporate Attorney

Dear [redacted],     I received [redacted]'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 $2,007.98 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 $2,500.00 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 [redacted] there is nothing further we can do in this  matter.                                    �...⇄   Gale ** M[redacted]

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

February 15, 2017 Dear [redacted].I have received the complaint captioned above and have reviewed the file. On April 8, 2016, [redacted] called in a claim for [redacted]'s 2007 [redacted] 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 shaft. The only covered component was that of the balance shaft, however the shop stated that [redacted] declined this repair and the claim was then closed. We were then contacted on August 11, 2016 by [redacted] pertaining to the cam adjusters, power steering return hose, oil pan gasket and axle leaking from the boot. On that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair. Upon investigation we then authorized $316.00 broken down as follows:$156.00  Shop's cam adjusters  $42.50  Shop's power steering return hose  $253.50  Labor as per the [redacted] Labor Guide of 3.9 hours @Contract rate of $65.00/hour. -$100.00 Per occurrence fee$316.00 Total Authorization ( The other items are non covered components under the service contract agreement and the claim was then closed. The 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 Occurrence. Parts 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 Contract. No 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 agreement. Also gasket and seals are not covered for fluid leaks. The Contract States under section III. WHAT THIS SERVICE CONTRACT DOES NOT COVER paragraph #6, FOR FLUID LEAKS OR DAMAGE THAT RESULTS FROM FLUID LEAKS and paragraph "13. 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 covered. As to the air suspension and rack and pinion the shop never stated that these items were needed repairs. Please 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

[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.  Since bills have been paid the payment should be made to:[redacted]Independence, MO [redacted]
Regards,
[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 and we will accept the 250 dollars. Thank you.
Regards,
[redacted]

July 22, 2016Dear [redacted],I have received [redacted]'s complaint and have reviewed his file. As to any refund request the contract agreement states under V. General Provisions number 7., a 100 percent refund of the Service Contract will be made less any claims paid within 30 days of the Service...

Contract Purchase Date. The service contract was purchased on August 17, 2013 thus exceeding the allotted 30 days of provision V. and denying a refund. The procedure of requesting a refund within the 30 days is specifically stated in Provision number 7 "To Cancel, You must submit a written request and return the Service Contract to the Administrator." This was not done within the first 30 days and therefore no refund would be granted. There are no general provisions providing a pro rated refund in the contract agreement. Further 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 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 [redacted], and find that this resolution is satisfactory to me. 
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 $291.78 for the repair and the...

contract is being cancelled. We have not heard a response to the offer.                                                                                  Gale *. M[redacted]

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

Dear Ms. [redacted],     In response to Ms. [redacted]'s complaint, please note that this is a contract from [redacted] in the state of Florida and we are the administrators only.  [redacted] approves and pays the claims on their contract and we only investigate the claims on their behalf....

      In this case the vehicle was inspected by an independent inspector to verify the shop's diagnosis and the only repair verifed was that of the #2 piston.  [redacted] the authorized $1,738.03 for this repair. The labor was 13 hours at $100.00/per our for a total labor of $1,300.00.  The parts were as follows: piston $220.28, head set $196.55, oil $41.30, head bolts $35.12, oil pan gasket $26.66 and coolant $18.72 for a parts total of $538.03.  The total repair was $1,838.03 minus the $100.00. As to the car rental the contract states $50.00 per 8 hours of labor time.  Since the repair was 13 hours [redacted] is responsible for $50.00.                                                                                                Gale T. M[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: on my contract it states seals and gaskets are covered. It does not state they are not covered due to leaks. Again I only received what the dealership provided. I have never received anything from the company stating a leak would not be covered. I asked for specifics from them and I was told they do not send anything to customers. You cannot list seals ans gaskets then determine when ymit falls into that category.
Regards,
[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 $131.78 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 $50.00 fee was deducted from the amount refunded as per Texas law.  We did forward our portion, $1,453.89 to the lien holder [redacted] Bank and informed the selling dealer, [redacted] that they owed the balance of $581.20 and to please send it to the lien holder.                                                                                                                         Gale *. M[redacted]

December 5, 2016Dear [redacted],I have received [redacted]'s complaint and have reviewed the file. On November 17, 2016, East [redacted] initiated a claim for transfer case on [redacted]'s 2008 [redacted]. On that date an adjuster was assigned to this matter, and verified with...

center vehicle/customer information, claims procedures, and tear down requirements. Upon investigation it was discovered that the problems to the vehicle occurred several hours after purchase. Based on this information the claim was denied. This denial was a result of failures being prior to contract acceptance. The contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, "16. 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 $99.00 which is the amount we receive for the contract.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale *. M[redacted]Corporate Attorney

Dear [redacted],     In response to [redacted]' rejection, the referenced section pertaining to the claim limit is on page 2 of the service contract which is on the back of page 1.  There is a claim limit per the contract agreement and that is what was authorized.                                  �...⇄ Gale ** M[redacted]

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]