The Penn Warranty Corporation

Dear Ms [redacted] , In response to Ms***'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]

July 7, Dear [redacted] :I have received the above captioned complaint and have reviewed the fileOn June 20, 2014, [redacted] called in a claim for the engine on [redacted] ***’s [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 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 #connecting rod locked up on the crank journal and broke apart and knocked a inch hole through the blockThe #crank journal is heavily scored also has a large chunk rubbed off the journal tooThe cause of failure was the initial failure of the #rod bearing with continued operation until the rod broke off the crankshaft and impacted through the blockBased on these findings we authorized $for the rod bearings only broken down as follows:$ Rock Auto rod bearing set/oil pan gasket$ Labor (hours pursuant to the Mitchell Labor Guide@ Contract rate of $60.00/hour) $Towing - per occurrence fee $Total (auth# [redacted] )The additional damage to the vehicle was a result of continued operation after the initial failure of the bearingThe 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 coverageFurther, we did receive an invoice from the shop and did pay them the authorized amount.I thank you for your time and if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATION

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because:my auto shop and I called every day for a week to try to get someone out to start a claim - we got no response, only a voicemail for the claims departmentI have an email to start the claim - again no responseThis company requires you to keep your car at a shop for weeks without use of it because they take weeks to open a claim - you can't use your car during that time at all; it has to stay at the shopI lost the ability to use my car for weeks without a claim even being STARTEDIt is a scam to get people not to use the warranty, because who has the money for a months worth of rental cars? My husband is in the military and I am a nurse - these are the people you guys are scamming.? Regards, [redacted] ?

I have received the complaint captioned above and have reviewed the fileOn December 1, 2016, [redacted] called in a claim for Ms***'s [redacted] pertaining to the transmissionOn that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair and authorized $broken down as follows:$Used transmission/shipping$Labor as per the Mitchell Labor Guide of hours @Contract rate of $85.00/hour-$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 you of the information for you to decide how to repair your 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 partThe owner of the vehicle you have the final decision as to how to have it repaired and to choose that of a remanufactured transmission 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 they chooseThe terms of the 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 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 you would then be responsible for the difference in costs charged by the repair centerPlease note that we have the right to investigate and authorize the claim for coverage, we do not just pay the service center what they want for parts and laborThe authorization listed above repairs the vehicle as pursuant to the contract terms.The used transmission found had 82,miles and the vehicle at the time of repair had over 114,milesAlso, the supplier had a day warranty on the part and it would have been covered throughout the duration of the service ContractFurther the vehicle was purchased used and for us to authorize and pay for a remanufactured transmission would give you a greater benefit than Originally purchased.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 TM [redacted] Corporate Attorney

Dear Ms [redacted] , I have received the above captioned complaint and have reviewed the filedOn June 10, 2015, [redacted] called in a claim for the oil pan gasket, axle seals, transmission pump seal were all leaking fluid and the Osensor of Mr [redacted] [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 I: “ WHAT THIS SERVICE CONTRACT COVERS Coverage - During the Service Contract Period We will pay a Repair Facility, or at Our option, reimburse You the Cost to remedy any Breakdown of the parts listed below, less Per OccurrenceParts not listed are not covered by this Service Contract.” The contract also states on Page 1: “Only the components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under “What This Service Contract Covers”, are covered by this Service Contract.” The oil pan gasket, axle seals, sensor and transmission pump seal 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 COVERED REPAIR.” Sincerely, THE PENN WARRANTY CORPORATION Gale TM [redacted] Corporate Attorney

Dear [redacted] , In response to [redacted] '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, [redacted] Bank, needs to contact our refunds department for review Gale * M [redacted]

September 9, 2014Dear [redacted] ,I have received [redacted] ’s complaint and have reviewed the file of the contract holder [redacted] As 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 April 13, 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 agreement.In addition we authorized and paid the amount of $for repairs on [redacted] ’s vehicle and this would cancel out the pro rated refund requested in the compliant had a pro rated refund been allowed.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale *M [redacted] Corporate Attorney

Extended warranty I purchased from dealer for my GL repair bill was a jokeI had a bill of $and they would only pay $of it, needless to say I was ticked offWish I could get my money back for this warranty because it's no good to me if they only take care of that small amount of repair bill I would not recommend this company to anyone

[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] ***

[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: Attached is a print out from the [redacted] Dealership showing the wheels that are on my vehicle The tires that are on my vehicle are an option for the wheels that are on my vehicleAs well as the 21' wheels are an option for my vehicle year, make and model from the [redacted] DealershipI don't see how anyone can have tires on a rim that aren't the correct size, for that rim If that were the case, then my tires would not fit on the rim itself As for the rims/wheels; there are different size options available which means that one does not have to have one and only 'size' tire for that rim/wheel Regards, [redacted] ***

August 10, 2016Dear [redacted] :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 [redacted] ’s [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [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 as Answered] Complaint: [redacted] I am rejecting this response because: on my contract it states seals and gaskets are coveredIt does not state they are not covered due to leaksAgain I only received what the dealership providedI have never received anything from the company stating a leak would not be coveredI asked for specifics from them and I was told they do not send anything to customersYou cannot list seals ans gaskets then determine when ymit falls into that category 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 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 as Answered] ? Complaint: [redacted] Unfortunately, Penn makes a claim upon information that does not existIn their response, they cite a contract for the protection plan Attached are the only three documents provided when the agreement was entered intoThe first is showing the cost of the protection plan listed on the vehicle purchase contractThe second and third are the brochure that was stapled to the purchase contract upon purchase Any additional terms that Penn wants to add after the fact would need to be reviewed and agreed upon by both partiesNo additional terms were supplied nor agreed upon by both parties The information provided at the time of purchase shows clearly that the power steering pump and other items are includedIn addition, the suspension information was presented to Penn by the dealership on the same date they were presented with the “cam adjuster” claim which they note they paid (they chose to pay the cheaper of the repairs)Wanting me to go through the entire process again over the suspension is a clear stall tacticThey will need to review this and honor the protection plan that was purchased At this point, I am still hoping to receive a satisfactory answer from the company that they will honor the protection plan I purchasedHoping to keep this out of court as well as off websites such as [redacted] and other consumer complain websites

[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] ***

November 2, 2017Dear [redacted] ***:I have received the above referenced complaintFrom review of our file a claim was called in on September 28, 2017, by [redacted] pertaining to the fuel injectors of [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 a 3” lift kit, oversized tires that are .9” taller and 1.7" wider than factory size and plates in the bed for a bed hitchBased 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 $was processed and sent directly to *** ***Thank you for your time and attention and upon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale *M [redacted] Corporate Attorney

Dear [redacted] ,I have received the complaint captioned above and have reviewed the fileOn April 11, 2017, a claim was called in [redacted] pertaining to the engine of [redacted] 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 [redacted] Corporate Attorney

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My husband asked about the next procedures to take and they told him to take the car to the shop and open the claim when they had received my authorization letterWe took the car to the shop while we waited for them to confirm the receipt of our letter which we never gotThe repair was done promptly, so we only got a chance to call PWC after it was doneWhen I called they said they might not be able to help us because we repaired the car before filing a claimYet the rep on the phone never explained we should not pay for the repair before the claim was openedWhen asked if the company should pay the mechanic or us, she said we could pay for the repair and be refundedBased on the information we were provided we believe we did things as they instructedThey failed to provide clear explanation of the procedures and never responded to our correspondenceIf they can recall the contract so well after the fact, why did the rep fail to explain it during the phone when asked about the proceduresHad PWC had our best interests in mind, we would have been given accurate informationAttached please find the following documents in regards to our complaint- Photos of the malfunctioning transmission Sincerely, [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 tiresThe 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 alterationsThe 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 meSincerely, THE PENN WARRANTY CORPORATION Gale TM [redacted] Corporate Attorney

February 15, Dear [redacted] .I have received the complaint captioned above and have reviewed the fileOn April 8, 2016, [redacted] called in a claim for [redacted] ***'s [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 shaftThe only covered component was that of the balance shaft, however the shop stated that [redacted] declined this repair and the claim was then closedWe were then contacted on August 11, by *** [redacted] 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 [redacted] 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