The Penn Warranty Corporation

? 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]

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 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 headThis is not an open plenum where something can simply get sucked in and thrown downAlso for it to cause damage to both #& #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]

Dear Ms [redacted] , In response to Mr [redacted] 's rejection our position remains the same as stated earlier There are no pictures of "parts of broken valves" I have sent the pictures of all the valves and there was no damage to any of them I have detailed our position time and time again and have nothing further to add Gale TM [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed 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]

[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:The prices they used to quote the repair did not come from an actual body shopWhen I asked where I could take my car to have the repairs done at this price they were unable to give me an answerAlso, upon 1st encountering the problem, I asked if [redacted] of South Orlando was an approved dealerI was told they wereThe repair time for fixing the Piston #was hours, more than double the as quotedSince the quote did not come from an actual repair shop I am not sure how they arrived at hoursAlso, they parts they suggested using to repair the car were not [redacted] certified partsWith a car just barely over 50,miles I would expect to had dealership certified partI was also with out a car for days due to their inadequate response timeA rental car for days equals well over $Had they responded to phone calls and voice mails in a more timely manner I still would have been with out a car for at least a week by the time the 3rd party investigated, parts were ordered and repairs were completedAt this point the only reason I have a car now is because I sold the carI would like full refund of the purchase price of the warranty$2, Regards, [redacted] ***

April 22, 2014Dear ** [redacted] :I have received the above referenced complaintUpon review of our file, on June 19, ** [redacted] purchased a [redacted] along with our month/unlimited mileage Gold Contract.On March 18, [redacted] called in a claim for the check engine light on and knocking noise to the vehicleWe spoke with the service center and went over the claims procedure of tear down and possible inspectionThe 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 IVYOUR RESPONSIBILITIES BFiling a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: " 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 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 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 Allow the Administrator to inspect Your Vehicle prior to any repairs being made.” This is where the matter now standsThe vehicle has not been torn down nor did we receive any proper diagnostic information showing all steps to verify exactly what has failedAll 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 agreementPlease note to 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 necessaryUntil such time this the proper tear down and/or diagnostic information takes place there is nothing further we can do for this claim.Sincerely,THE PENN WARRANTY CORPORATION

May 9, 2017Dear [redacted] I have received the above referenced complaintUpon review of our file, on June 18, 2017, [redacted] purchased a [redacted] along with our month/unlimited mileage Standard Contract.On May 3, 2017, [redacted] called in a claim for the replacement of the engine in the vehicleWe spoke with the service center and went over the claims procedure of tear down and possible inspectionThe 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 IIYOUR RESPONSIBILITIES BFiling a Claim- if your Vehicle incurs a Breakdown, You must take the following steps to file a claim: " 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 claimThe Administrator can be contacted Monday through Friday, 9:a.mto 5:p.mat 1-800-356-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 coveredAuthorize 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 repairsAllow the Administrator to inspect Your Vehicle prior to any repairs being made." This is where the matter now standsThe vehicle has not been torn down nor did we receive any proper diagnostic information showing all steps to verify exactly what has failedAll 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 agreementThe 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 necessaryThe shop is stating that there is no compression in the number cylinder and they do not tear down engines, only replace themThe no compression could be caused by dozens of issues and the engine needs to be torn down to determine what repair is neededUntil 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] In response to [redacted] complaint, please see the attached correspondence [redacted] I have received the above referenced complaintUpon review, on May 27, 2015, J&J Automotive initiated a claim for [redacted] Upon investigation the necessary repairs were that of the window motor, steering wheel position sensor and fuel filler pipeThese are non covered components and the claim was then closed The terms and conditions of the Basic Contract under the heading WHAT IS COVERED?, states the components and systems that receive coverageIt further mentions, “Only the components listed in the above systems are coveredNo other components, other than those listed above under “What Is Covered/“, are covered by this agreement.” The items called in on the claim are not listed in the agreement and therefore there is no coverage for those particular items.Sincerely, THE PENN WARRANTY CORPORATION

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,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,in her contract Be that as it may, the original offer of $2,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 [redacted] M [redacted]

June 24, 2015Dear [redacted] :I have received the complaint captioned above and have reviewed the fileOn June 8, 2015, [redacted] called in a claim on [redacted] 's [redacted] for slipping in 2nd gearAn adjuster was assigned to this matter at which time verified with the shop customer/vehicle information, claims procedures, and tear down requirementsAn estimate to rebuild the transmission was received and upon review, an inspection was requested and said inspection by an independent third party inspector took place.As a result of this inspection noted that the cause of failure was a material failure of the torque converter with metal contamination that resulted in the loss of pressure and heat damage to the second and third clutches from continuer operationAs a result of the above inspection findings we then authorized for the torque converter only as follows:$Shop's torque converter $Labor as per the [redacted] Labor Guide of 12.2hours @Contract rate of $75.00/hour - per occurrence fee $1,Total (auth# [redacted] )Due to the continued operation verified by the independent inspector, the additional damages to the transmission were deniedThe terms of the Gold Contract regarding reimbursement for a component failure states: “Other items not covered include: ....overheat...continued operation after the initial failure...” The failures to the engine were denied for said condition and only that of the left cam chain guide was covered.Upon review we will offer the additional amount of $for a total of $2,This is what we would have authorized for a used transmission repair had the additional damage not been denied due to the continued operationThis would consist of a used transmission for $1,and labor of hours to remove and replace, per the [redacted] labor guide, at the contract rate of $75/hour for a total labor of $These amounts minus the $per occurrence fee comes to the amount offered.We are not accepting liability as to the additional amount but making this offer is made to see if this can be amicably resolvedIf acceptable please have [redacted] forward a paid invoice and once received the amount of $will be paid through my office and the authorized amount of $1,will be paid through the claims department.Sincerely,THE PENN WARRANTY CORPORATIONGale MCorporate 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 coolant fan is part of the warranty it still should be covereredI paid for this warrantyIf the connector is not covered the fan isWhats the reason for the coverage? Since I purchased this vehicle and warranty it has not been on fire or been in a floodI had to pay for these repairs whats the use of a warrantyI will get a copy of invoice and send to company 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, while I still do not accept the initial finding by the independent inspector that I had continue to operate the car after initial failure, is satisfactory to me I will fax my repair shop receipt to PWC and expect that they will send me a check in the amount of $upon receipt of the faxed invoice Regards, [redacted]

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 contractMonthly 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 paymentsThank you for your time and attention and if you have any questions or comments please do not hesitate to contact meSincerely, THE PENN WARRANTY CORPORATION Gale TM [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 Requested paid invoices are attached Regards, [redacted]

February 10, 2017Dear [redacted] :I have received the complaint captioned above and have reviewed the fileOn January 16, 2017, [redacted] called in a claim for [redacted] 's [redacted] stating that the door lock actuator needed replacingOn 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: $Shop's actuator $Labor (hours as pursuant to the [redacted] Labor GuideG) contract rate of $85.00/hour) $Diagnostics -$Deductible$Total Authorization For payment to be made the contract states, section IIYOUR RESPONSIBILITIES, B"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 AdministratorRepair 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 modelAuthorization number issued by the Administrator must appear on all receipts submitted for reimbursementNo invoices will be processed without a valid authorization numberOnce authorization is obtained, and the repair is completed, all repair orders and documentation must be submitted to the Administrator within 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 itemsThis was then received on January 26, 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 departmentI 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

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]

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,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,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 [redacted] M [redacted]

December 2, Dear [redacted] : I have received the complaint captioned above and have reviewed the fileOn November 25, 2014, [redacted] called in a claim for [redacted] 's [redacted] stating that the rack and pinion (power steering gear), needed replacementOn that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repair and authorized $for the rack broken down as follows:$ [redacted] rack and pinion $Labor (hours as pursuant to the [redacted] Labor Guide@ contract rate of $75.00/hour) -$Per occurrence fee$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 vehicleThe 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 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 the owner may chooseAs per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center who 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 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 he 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 we authorized are remanufactured could have been supplied and covered throughout the duration of the contractAlso, the vehicle was purchased used with over 107,miles on it at the time of failure and for us to authorize new parts when remanufactured are available would give the owner of the vehicle 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 CORPORATION Gale *M [redacted] Corporate Attorney

Dear [redacted] , I have reviewed [redacted] 's rejection to our response and our position remains the same However we will off the additional amount of $1,for the claim limit of $2,as stated in the contract agreement Please note that we are not accepting liability for this additional amount but making this offer to see if it can be amicably resolved through your agency If acceptable please have [redacted] forward a paid invoice for the repair and the amount of $will be paid through the claims department and the amount of $1,will by paid through my department by separate check Thank you for your time, Gale [redacted] M [redacted]

August 22, Dear [redacted] :I have received the above referenced complaint dateFrom review of our file a claim was called in on August 20, by Boston Volvo Village for the anti skid light on of [redacted] ’s [redacted] ***Upon discussions with the shop the necessary repair was that of the active on demand cupler (AOC)This part is not covered under the contract agreement and the claim was then closedThe cupler bolts on the outside of the differential and the contract only covers the differential case and all internal parts The contract covers specific component 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.” 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 active on demand cupler (AOC) is not listed; therefore, is a non-covered component under the contract agreement.Sincerely, THE PENN WARRANTY CORPORATIONGale *MCorporate Attorney