The Penn Warranty Corporation

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

November 15, 2017Dear [redacted],We received you response and upon review our position remains the same. The claim has been denied since the necessary repairs were in progress prior to the purchase of the vehicle. This was verified by the independent inspector who physically reviewed the vehicle and the fault code occurring 3 days and 41 miles after purchase. The chain was loose and the tensioner was fully extended and this failure does not happen instantly as you have referenced. We 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

May 9, 2017Dear [redacted]I have received the above referenced complaint. Upon review of our file, on June 18, 2017, [redacted] purchased a 2006 [redacted] along with our 24 month/unlimited mileage Standard Contract.On May 3, 2017, [redacted] called in a claim for the replacement of the engine in the...

vehicle. We spoke with the service center and went over the claims procedure of tear down and possible inspection. The shop needs to have the vehicle torn down to show the necessary and proper repair.This procedure is specifically stated in the Contract, page 3, Section II. YOUR RESPONSIBILITIES B. Filing a Claim- if your Vehicle incurs a Breakdown, You must take the following steps to file a claim: " 4. 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 claim. The Administrator can be contacted Monday through Friday, 9:00 a.m. to 5:00 p.m. at 1-800-356-9441. Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment consideration. If 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 Administrator. The amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this Contract. No repairs are to be made on Your Vehicle until an authorization number is issued by the Administrator. Any claim for repairs without prior authorization will not be covered. 5. 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 repairs.6. Allow the Administrator to inspect Your Vehicle prior to any repairs being made." This is where the matter now stands. The vehicle has not been torn down nor did we receive any proper diagnostic information showing all steps to verify exactly what has failed. All We are requesting is to have the vehicle torn down to show the complete and necessary repair and why this failure did occur to determine if there is coverage under the contract agreement. The shop wants to replace the engine and to do so it must be removed and it could then be torn down to show the exact repair necessary. The shop is stating that there is no compression in the number 2 cylinder and they do not tear down engines, only replace them. The no compression could be caused by dozens of issues and the engine needs to be torn down to determine what repair is needed. Until such time this the proper tear down and/or diagnostic information takes place there is nothing further we can do for this claim.Sincerely,Gale ** M[redacted]Corporate Attorney

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

This response has been rejected for the following reasons: The contract clearly states covering the commodity "Oil Pan" in the contract, The Oil Pan is only intended to hold the oil in the pan, if it is leaking oil then the Oil Pan is faulty. Which should be covered.Secondly, This business has no professionalism in the slightest bit. I have never communicated with a business that is so unhelpful and rude. I am requesting a Prorated refund for the following reasons and that it be refunded to the Lien Holder "[redacted] Bank".

[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:I'm pursuing other options.
Regards,
[redacted]

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 2 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 head. This is not an open plenum where something can simply get sucked in and thrown down. Also for it to cause damage to both #7 & #8 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,
[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: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 [redacted] 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?  [redacted] 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, 2015 I purchased a black 2004 [redacted] V8 from [redacted]
for just under $5,800 tax included.  Also included was a 90 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 [redacted] employee) that the
check engine computer had been cleared.  Once we were out of anyone's witness
the [redacted] 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 2015 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 [redacted] computer chip key.  The dealer key was
approximately $220 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 90 days...more than one quarter
of this year I have been without a car.  Also in 2015 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 [redacted]...I was the second or possibly third.  According
to the Carfax Report provided by [redacted] 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 [redacted] 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![redacted]
   
Regards,
David Sanders

March 18, 2016Dear [redacted]:I have received the above referenced complaint. Upon review of our file, on February 25, 2015 [redacted] purchased a 2005 [redacted] along with our 24 month/unlimited mileage Gold Contract.On February 26, 2016, Century [redacted] called in a claim for the transmission on the...

vehicle. We spoke with the service center and went over the claims procedure of tear down and possible inspection. The shop needs to have the vehicle torn down to show the necessary and proper repair.This procedure is specifically stated in the Gold Contract, page 2, Section IV. YOUR RESPONSIBILITIES B. Filing a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: “ 4. 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 claim. The Administrator can be contacted Monday through Friday, 9:00 a.m. to 5:00 p.m. at ###-###-####. Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment consideration. If 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 Administrator. The amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this Contract. No repairs are to be made on Your Vehicle until an authorization number is issued by the Administrator. Any claim for repairs without prior authorization will not be covered. 5. 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 repairs.6. Allow the Administrator to inspect Your Vehicle prior to any repairs being made.”After several discussions with the shop, on March 3 they instructed us that they are not a transmission shop, and could not do teardown. The vehicle was then to be moved to another shop and the claim was then closed. We were then contacted on March 10, 2016 by Foreign Auto Exchange pertaining to the transmission and when a follow up call was made the next day we were instructed that the vehicle had was no longer at the shop and the claim was then closed. On that same day Advanced Transmissions then contacted us. The transmission was then torn down and diagnosed and received an estimate for repairs. We then had the vehicle inspected by an independent inspector to verify the shop’s diagnosis and determine a cause of failure.After inspection we then authorized $1,9040.00 for a used transmission repair. 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 vehicle. As the owner of the vehicle you have the final decision as to how to have and the amount authorized could be used as an allowance toward any repair he may choose. As per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center that is the party responsible for making arrangements for shipment and availability of said part. The terms of the Gold Contract states: “At the administrator’s option, replacement parts used in covered repairs may include new, remanufactured, used or non-original equipment manufactured parts. All parts will conform to manufacturer’s specifications.” The adjuster looks for the most cost-effective repair for the vehicle. Only the owner of the vehicle can make the decision as to how their vehicle can be repaired.We have abided by the contracts terms and any delay in this matter would be that of the repair centers in the awaiting of the proper tear down to determine the complete and necessary repair.Sincerely,Gale M[redacted]

Hi [redacted]Please have Penn Warranty Corporation send a tracking number for my refund. This was part of my complaint in a previous email. I would prefer to track my refund of $1600+ dollars versus sending through regular mail.Thank you[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]

August 7, 2015 Dear [redacted]: I have received the complaint captioned above and have reviewed the file. In March of 2013 we authorized the repair for the steering rack on [redacted]’s, 2007 [redacted]. We were then contacted on July 21, 2015 again pertaining to the steering rack and...

discovered that the earlier repair did not take place. The vehicle was not at the repair center and we requested it to be returned and the claim reopened for us to investigate the repairs. We were then contacted on July 29, 2015 by [redacted] of Merrillville and the vehicle was inspected by an independent inspector. After investigation we then authorized $504.15 for the steering rack broken down as follows: $469.15 Rock Auto steering rack $135.00 Labor (1.8 hours as pursuant to the [redacted] Labor Guide@ contract rate of $75.00/hour) -$100.00 Per occurrence fee$504.15 Total Authorization ([redacted]) 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 vehicle. The owner of the vehicle has the final decision as to how to have it repaired and to choose different types of parts is certainly his prerogative. However, 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 choose. As per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center that is the party responsible for making arrangements for shipment and availability of said part. The terms of the Gold Contract regarding the repair of the vehicle states: “At the administrator’s option, replacement parts used in covered repairs may include new, remanufactured, used or non-original equipment manufactured parts. All parts will conform to manufacturer’s specifications.” The adjuster looks for the most cost-effective repair for the vehicle. Only the owner of the vehicle can make the decision as to how their vehicle can be repaired. Please 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 labor. The parts we authorized are remanufactured could have been supplied and covered throughout the duration of the contract. Thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me. Sincerely,THE PENN WARRANTY CORPORATIONGale M.Corporate Attorney

[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:
Regards,
[redacted]
As I said this company is a scam!!!!!

July 18, 2016Dear [redacted],I have received the above captioned complaint and have reviewed the filed. On July 11, 2016, [redacted] contacted our customer service pertaining to his 2007 [redacted] leaking oil from the oil pan gasket. He was instructed that this in not covered under the contract...

agreement. 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 oil pan gasket is not listed; therefore, a non-covered component 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...”As to any refund request the contract agreement states under W. 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 January 23, 2016 thus exceeding the allotted 30 days of provision W. 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, [redacted] Bank 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

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 13 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 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: No where on the warranty I have has "fine print" of stipulations to the things covered. Im attaching part of the warranty.  Does it say no leaks??  Where because it doesnt state that.  So they choose what to not put in the fine print.  
Regards,
[redacted]

March 31, 2016Dear [redacted],    I have received the complaint captioned above and have reviewed the file. On March 16, 2016 a claim was called in by [redacted] pertaining to the engine of a 2006 [redacted] owned by the contract holder [redacted]. On that date,...

the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair. After discussion and investigation our corporation then authorized the claim limit of $2,500.00.The contract agreement states in section V. GENERAL PROVISIONS “4. Limit of Liability - Our limit of liability is the Cost to repair or replace any covered Breakdown. Our maximum liability per repair shall not exceed twenty- five hundred dollars ($2,500). The total of all benefits payable for the term of the Service Contract shall not exceed the original Vehicle purchase price as shownUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,                                 �...⇄ Gale ** M[redacted]

February 10, 2017Dear [redacted]:I have received the complaint captioned above and have reviewed the file. On January 16, 2017, [redacted] called in a claim for [redacted]'s 2010 [redacted] stating that the door lock actuator needed replacing. On that date,...

the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair and authorized $129.85 broken down as follows: $140.60 Shop's actuator $68.00 Labor (0.8 hours as pursuant to the [redacted] Labor GuideG) contract rate of $85.00/hour)   $21.25 Diagnostics -$100.00 Deductible$129.85 Total Authorization For payment to be made the contract states, section II. YOUR RESPONSIBILITIES, B. "8. Payment of Claims - To obtain payment for a Covered repair, You or the Repair Facility must submit a legible copy or original repair order to The Administrator. Repair orders must be readable and understandable, and contain the following information: Repair Facility name, address and phone number, Your name, address and phone number, repair diagnosis, parts and labor hours, authorization number, vehicle identification number, vehicle mileage, year, make and model. Authorization number issued by the Administrator must appear on all receipts submitted for reimbursement. No invoices will be processed without a valid authorization number. Once authorization is obtained, and the repair is completed, all repair orders and documentation must be submitted to the Administrator within 180 days to be eligible for payment."The shop sent in the invoice that same day, however the win and mileage were missing and We requested the shop to send in an invoice updated invoice with the missing items. This was then received on January 26, 2017 and payment was mailed to [redacted] on the following day, January 27, 2017.As to the request refund, it is currently being processed through our refund department. I thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *. M[redacted] Corporate Attorney

September 18, 2015Dear [redacted]:I have received the above captioned complaint and have reviewed the filed. On May 18, 2015, [redacted]’s Auto Service called in a claim for the engine on [redacted]’s 2002 [redacted]. On that date, an adjuster was assigned to this matter who spoke with the...

repair facility verifying customer/vehicle information, claims procedures, tear down requirements. An estimate for a replacement of the engine was received and from review, an inspection by a third party independent inspector was requested to verify failures. The inspector verified the #3 rod bearing spun on the connecting rod. The rod and crank journals are scored. The other bearings are worn and lightly scored. There is heavy metal debris contamination in the oil. The cause of failure was the #3 rod bearing failure causing it to spin with subsequent damage to the crankshaft, rod and other bearings from continued operation. Based on these findings we authorized $510.23 for the rod bearings only broken down as follows:$70.73 [redacted] rod bearing set/oil pan gasket $539.50 labor (8.3 hours pursuant to the [redacted] Labor Guide@ Contract rate of $65.00/hour) $50.00 Towing - 100.00 per occurrence fee $510.23 Total (auth. # [redacted])The additional damage to the vehicle was a result of long term continued operation after the initial failure of the rings. The contract specifically states under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, under number 15 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 met. As 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 normal service, including worn beyond service limits...” Failures as such did not occur. As verified by the independent third party inspector, the additional failures occurred due to continued operation thus not from normal service or worn and therefore, were properly denied coverage.As to any delays in this matter, the claim was called in on May 18, 2015 and the vehicle was not torn down for inspection until June 1, 2015. The vehicle was then inspected and the claim was authorized on June 4, 2015. 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[redacted] 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.  I just hope future claims are handled more expeditiously. It took nearly a moth for this claim to finally be paid. Thank you for your attention to this matter.
Regards,
[redacted]