The Penn Warranty Corporation

June 10, 2016Dear [redacted] :I have received the above referenced complaintUpon review of our files, on May 26, 2015, [redacted] purchased a [redacted] and at that time also purchased our month Gold ContractOn May 27, 2016, [redacted] contacted our customer service department pertaining to repairs to his vehicle that took place on February 10, and April 15, We were never notified for these repairs and they were completed prior to our authorization.The contract agreement states the procedure to open a claim under Section IVYOUR RESPONSIBILITIES BFiling a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: “Take Your Vehicle to any licensed Repair FacilityYour Vehicle must be at a Repair Facility for a claim to be openedIf You need assistance in locating a Repair Facility, contact the Administrator at ###-###-####Provide Repair Facility with a copy of Your Contract and/or Your Contract NumberPrior Approval – Prior to any repair being made, have the Repair Facility to contact the Administrator with the estimate of repairs containing both parts and labor, and to obtain an authorization for the claimThe Administrator can be contacted Monday through Friday, 9:a.mto 5:p.mat ###-###-####Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment considerationIf it is determined that a covered component has failed and the estimate for the repair is agreed upon by our adjuster, an authorization number will be issued by the AdministratorThe amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this ContractNo repairs are to be made on Your Vehicle until an authorization number is issued by the AdministratorAny claim for repairs without prior authorization will not be covered“Also under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTORIZAITON.Again [redacted] never contacted us before any repairs took placeThis is in violation of the contract agreementWe were denied the right to investigate the repairs to determine if they were necessary and if there would be coverage under the contract agreementUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *M [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

[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: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, I purchased a black [redacted] Vfrom [redacted] for just under $5,tax included.? Also included was a day policy from Penn Warranty if purchased by December 31; however, I was allowed to have the coverage since I gave a deposit before the deadline The car was obviously in need of some repairs and upon being examined by my own personal mechanic it was revealed that immediate critical repairs would be approximately $1,300...front control arms, links, ball joints, brakes, etc.? My mechanic also informed me (in the presence of an [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 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 $and the initial emissions repairs were approximately $350.Similar experiences continued throughout the year taking total repair costs beyond what was paid for the car and time without the car (either being repaired or not functioning properly) to a total of over days...more than one quarter of this year I have been without a car.? Also in I started new work in the TV and film industry in Atlanta and started driving for Lyft so time without the car costs me work opportunity and money in addition to the expensive repairs.I must also inform you that I was not the first consumer to purchase the vehicle I now own from [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

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]

June 10, 2016Dear [redacted] :I have received the above referenced complaintUpon review of our files, on May 26, 2015, [redacted] purchased a [redacted] and at that time also purchased our month Gold ContractOn May 27, 2016, [redacted] contacted our customer service department pertaining to repairs to his vehicle that took place on February 10, and April 15, We were never notified for these repairs and they were completed prior to our authorization.The contract agreement states the procedure to open a claim under Section IVYOUR RESPONSIBILITIES BFiling a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: “Take Your Vehicle to any licensed Repair FacilityYour Vehicle must be at a Repair Facility for a claim to be openedIf You need assistance in locating a Repair Facility, contact the Administrator at ###-###-####Provide Repair Facility with a copy of Your Contract and/or Your Contract NumberPrior Approval ?" Prior to any repair being made, have the Repair Facility to contact the Administrator with the estimate of repairs containing both parts and labor, and to obtain an authorization for the claimThe Administrator can be contacted Monday through Friday, 9:a.mto 5:p.mat ###-###-####Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment considerationIf it is determined that a covered component has failed and the estimate for the repair is agreed upon by our adjuster, an authorization number will be issued by the AdministratorThe amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this ContractNo repairs are to be made on Your Vehicle until an authorization number is issued by the AdministratorAny claim for repairs without prior authorization will not be covered“Also under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTORIZAITON.Again [redacted] never contacted us before any repairs took placeThis is in violation of the contract agreementWe were denied the right to investigate the repairs to determine if they were necessary and if there would be coverage under the contract agreementUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,THE PENN WARRANTY CORPORATIONGale *M [redacted] Corporate Attorney

I have received the above referenced complaintUpon review of our file Ms.? [redacted] purchased our month to month [redacted] contract for her ***? [redacted] that went into effect on March 14, The [redacted] Contract? clearly states: “Provided payment is received by the specified date, this contract? will renew monthly to the original purchaser unless cancelled in writing by the? vehicle owner or The Penn Warranty Corporation.” This [redacted] Contract was? received and approved by The Penn Warranty Corporation with payment being? charged to account supplied on contract.? Monthly payments were made from this account until March 29, when? payment charged had been rejectedA notification was then forwarded to Ms.? [redacted] She then contacted us to reinstate the contract but it was rejected? due to the current mileage on her vehicleAlso, since the [redacted] Contract is a? month to month contract that renews each month payment is received, there will? be no refund granted since the vehicle was covered for the months we did? receive the payments.? Thank you for your time and attention and if you have any questions or? comments please do not hesitate to contact me.? Sincerely,? THE PENN WARRANTY CORPORATION? Gale TM [redacted] ? Corporate Attorney

July 22, 2016Dear [redacted] ,I have received [redacted] '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] 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]

[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:I'm pursuing other options 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 was told that I could get a refundPlease check with the supervisor in your claims department It was clearly stated to me, and I would not be engaged in this drawn out and, frankly, frustrating exchange with your business had I not been told that I could get a refund and that my belt would be covered if it was "damaged beyond manufacturer's specifications."I would also ask that the business respond to the photos that I submitted that show almost identical damage to two belts, one which Penn Warranty is (errantly) claiming was due to an oil leak, the other, which is a belt that was due to wear and tear -- and the suggestion made by Penn Warranty's enlisted investigator to my mechanics that the belt should be covered How can a belt exhibit diffuse and consistent damage if it was caused by an oil leakIt does not make sense to anyone to whom I've shown the photos.PS - Whatever paltry amount Penn Warranty offered to pay for the repairs to my vehicle months ago has not been paidI'm not talking about the second paltry offer of $60-somethingI"m speaking of whatever was due to me months ago Regards, [redacted] ***

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

February 24, 2017Dear [redacted] ,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, [redacted] called in a claim for the front cw axle and solenoids of your [redacted] 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?

Love this company and have a Penn Warranty on every car I own!! I have never had an issue with the claims processI own a Gold contract and bought the sensor package add on which made sense and am thrilled to know that I have the piece of mind in my glove box when something does happen to my truck

Dear [redacted] ,? ? ? There was no rejection attached to the response only the original complaint.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale [redacted] M [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 [redacted] , In response to [redacted] ***' rejection, the referenced section pertaining to the claim limit is on page of the service contract which is on the back of page There is a claim limit per the contract agreement and that is what was authorized Gale [redacted] M [redacted]

Dear [redacted] , The check was mailed to [redacted] on July 29, to her mailing address on the complaint If she does not receive by the end of next week, 8/12, please let me know and another check will be issued Gale *M [redacted]

I am happy that I bought this warranty above any otherI met with the warranty rep for my dealership and she took the time to walk me through the processI appreciate the fact that she was knowledgeable and walked me through the claims process, should I need to use my service contract

? 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]