The Penn Warranty Corporation

After paying over $for a auto loan warranty, I have had the worst experience getting a refund after the car was totaled months laterThey give you the run around and you go in circles to gain informationI will never again get a extended warranty if this is the providerI have had much better experiences with other companies throughout the years

Dear [redacted] , In response to [redacted] 's complaint we did forward a refund check in the amountof $to the lien holder [redacted] on June 4, We have checked with our bank and the check has not been cashed We then put a stop payment on this check and a second one is being issued The amount refunded is the amount we received for the service contract and we did notify the selling dealer [redacted] ***s to refund any amount they may have charged for the contract and retianed Gale [redacted] M [redacted]

Please see our response to complaint number ID# [redacted] . This complaint, ID# [redacted] , is a duplicate. Please correct your files. Gale T. Mayorowski

August 1, 2017Dear M [redacted] :I have received the complaint captioned above and have reviewed the fileOn July 7, 2017, we were contacted by [redacted] of Winchester pertaining to [redacted] ***'s [redacted] in limp mode, vibrating under all seats when going over 45MPHOn that date an adjuster was assigned to this matter who spoke with the repair facility verifying customer/vehicle information, claims procedures, tear down requirementsAfter investigation we then authorized and paid the amount of $2,for this repairAs for any delay, the claim was called in on July 7, and we received an estimate from the shop on July 12, 2017, however it had only hours written and some vague failures listedThere were no actual parts listedWe then requested the shop to obtain the customer's permission for teardown to show the completed and necessary repair to determine coverageThis 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: “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 repairsYou are responsible for any and all teardown and diagnostic charges made by The Repair Facility that are not specifically stated as being covered under The Component Coverage Section." In order the repair the vehicle it must be torn down to replace the necessary componentsAs in this case to replace the lifters the old ones needed to be removedAfter awaiting proper tear down we then authorized the claim on July 18, 2017.As for payment we left a message to the shop as to the authorized amount on that dateThe shop did not contact us until July 24,2017, to get the necessary information to paymentWe received the invoice on July 25, and requested the customer's signature, which was not on the invoice, it was received later that day and payment was made to the shop by AMEXThere was no delay on our part in authorizing the claim or making payment.As for the car rental, the terms and conditions of the Contract state, "RENTAL CAR - Twenty five dollars ($25.00) per eight hours of authorized flat rate time to repair or replace a covered component with a maximum of two hundred and fifty dollars ($250.00)Any delays caused by unavailability of parts, shipping of parts, repair facility scheduling, or any other delays do not qualify for rental reimbursement." Since the repair took hours as per All Data [redacted] ***s is entitled to $car rentalPlease have her provide an invoice and payment will be made to her attention.Thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely, Gale M.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: Penn Warranty Corpwill not transfer warranty if we sale our vehicle? , or return unused warranty? on a prorated? cancelation of policy Regards, [redacted]

July 15, 2016Dear [redacted] ,I have received the above captioned complaint and have reviewed the filedOn July 6, 2016, [redacted] of Arlington called in a claim for the airmatic strut on [redacted] 's [redacted] ***This part is a non covered component 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 strut is not listed; therefore, a non-covered component under the contract agreement.I 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.Corporate Attorney

Dear [redacted] , In response to [redacted] 's rejection, on September 28, a check was mailed to [redacted] Credit Union It was returned by them since it did not have their account number on it We then contacted them, obtained the account number, and the corrected check was mailed to them a few day ago Gale *M [redacted]

July 22, 2016Dear [redacted] ,I have received the complaint captioned above and have reviewed the fileOn February 16, 2016, a claim was called in by Stamper Auto Repair pertaining to the transmission of [redacted] 's [redacted] On that date, the adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repairAfter numerous conversations with the shop as to the proper teardown the vehicle was inspect twice to verify the shop's diagnosisThe only failures shown by the shop were that of the clutches and we then authorized $for a rebuild kit.Upon further review we will offer the additional amount of $for the claim limit of $1,as stated in the contract agreementThis is being offered to see if it can be amicably resolved and we are not accepting liability for the additional repair.Upon review if you have any questions or comments please do not hesitate to Contact me.Sincerely,Gale M.Corporate Attorney

April 13, 2017Dear [redacted] ,I have received the above captioned complaint and have reviewed the filedOn February 6, 2017, a claim was called in by [redacted] Service pertaining to the brake vacuum pump seal leaking, shock absorbers, right engine mount and serpentine belt cracked of [redacted] 's [redacted] ***There items are non covered componentsThe 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 at the bottom of page 2: “Only the components listed in the above systems are covered by this Service ContractNo other components, other than those listed above under “Component Coverage" are covered by this Service Contract.” The shock absorbers, engine mount and serpentine belt are not listed, therefore, are non-covered components under the contract agreement.As to brake vacuum pump seal, 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 REQURED IN CONJUNCTION WITH A COVERED REPAIR OR AS SPECIFIED IN THE COMPONENT COVERAGE SECTIONThis is the only claim that we have on fileIf there are additional problems to the vehicle we request it please be taken to a Service Center and a claim called in.As to the requested refund, upon review of your contract under IllGeneral Provisions number 7., specifically states "How This Service Contract May Be Cancelled - including Refunds And Charges CancellationBy You - You may cancel this Service Contract at any timeHowever, You may not be eligible for a refund after thirty days (30) depending on state regulationsTo cancel, You must submit a written request and return the Service Contract to the AdministratorIf You cancel this Service Contract within thirty days (30) of the Service Contract Purchase Date, a 100% refund of the Service Contract Price will be made, less any claims paidAll refunds will be paid to the Lien holder, if any, otherwise to You." The service contract was purchase on December 29, 2016, thus exceeding the allotted days of provision ill and denying a refund.The procedure of requesting a refund within the days is specifically stated in the Provision, "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.Upon review if you have any questions or comments please do not hesitate to contact me.Sincerely, THE PENN WARRANTY CORPORATIONGale *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 Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:Their policy does not take into account repairs that would have been covered under warranty when a situation arises that precludes prior authorization for the repairs Regards, [redacted] ***

Dear Ms [redacted] ,? ? ? In response to Ms [redacted] 's rejection our position remains the same as stated earlier.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM [redacted]

November 9, 2017Dear [redacted] **:I have received your complaint and after a complete review of the facts and documents as they pertain to this claim, the following is a result of my findings:Included in your file is a copy of the claims worksheet showing that on October 25, 2017, AAuto Care initiated a claim for the timing chain of your Audi AOn that date an adjuster was assigned to this matter, and verified with center vehicle/customer information, claims procedures, and tear down requirementsUpon investigation a fault code showed the failure at miles and days after purchaseThe claim was then denied for prior to contractAfter discussions with the shop and yourself the claim was reopened and the teardown took placeAs a result of the completion of tear down the vehicle was then inspected by an independent inspector to verify the shop’s diagnosis and to determine a cause of failureThe inspector verified the left head chain is loose and tensioner if fully extended, has contact mark on end of tensioner from playThe cause of failure was wear and tear failure of the left head timing chain with subsequent damage to the tensioner from continued operationTiming chain issue was in progress prior to the miles placed on the vehicle since purchaseThis verifies the finds of the fault code as stated above.Based on this information the claim was deniedThis denial was a result of failures being prior to contract acceptanceThe contract states, under section I WHAT THIS SERVICE CONTRACT DOES NOT COVER, “For a mechanical breakdown which existed prior to, or was caused by a condition which existed prior to the service contract purchase date.” Due to the unfortunate circumstance of the vehicle being purchased in this condition we will offer a refund of the contract price of $If acceptable please sign the enclosed acceptance form and the contract will be canceled and payment sent directly to your attention.Sincerely,Krista B.Customer Relations

[redacted] ? [redacted] I am rejecting this response because: Poor customer service and do not uphold warranty contracts? Poor business skills? Robbing people blind and covering it up with excuses? No refund as of yet.? [redacted] ?

Dear [redacted] , In response to ** [redacted] 's rejection we will offer a refund of the contract in the amount of $If acceptable please provide a written response and the contract will be canceled and payment will be sent directly to ** [redacted] [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] ***

February 26, Dear ** [redacted] : I have received the above referenced complaint dateUpon review of our file, on February 20, 2014, [redacted] initiated a claim for the Osensor and power window switchThese are non covered components and the claim was then closed The ter [redacted] and conditions of the Gold Contract ** [redacted] agreed to have "fully understood” when executing purposes to the holder under the heading WHAT IS COVERED?, 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 ite [redacted] called in on the claim are not listed in the agreement and therefore there is no coverage for those particular itemsThe contract covers the power window motor, not the switchAlso the Osensors are not listed as covered nor are they internal to the engine As to any requested refund the contract states:: "...there is no credit for early terminations.” Therefore, no payment will be made for non covered components and no refund will be granted Sincerely, THE PENN WARRANTY CORPORATION

September 4, Dear [redacted] : I have received the above referenced complaintFrom review of our file a claim was called in on August 20, by [redacted] Transmission Center pertaining to the transmission of [redacted] ’s [redacted] On that date an adjuster was assigned to this matter, and verified with center vehicle/customer information, claims procedures, and tear down requirementsThe vehicle was then inspected by an independent inspector to verify the shop’s diagnosis and to determine a cause of failureThe inspector found no obvious failure to any componentsThe torque converter appears slightly blued, poured fluid out of it and there was no metal in the fluidThere is no metal found anywhere in the pan or systemThe fluid is good and has no metalThere are no leaks and no codesThe clutches are good for milesThere is no metal found on the valve body and there is no intermix in the transmissionHe then noted that were no failed parts shown to the transmission.No covered component failure was found to be defective or worn beyond service limitsIn order for reimbursement to be made, the terms of this contract must be metThe terms and conditions of the contract regarding reimbursement for a covered component failure states under the definition: ““Breakdown” means the failure of any original or like replacement part covered by this Service Contract to perform it intended function(s) in service, including worn beyond service limits, providing it has received all scheduled maintenance as recommended by the manufacturer in the Owners Manual.” There were no such failures found to the transmissionThe inspector also found that the vehicle had modifications of oversized tires, air filter and cold air intakeThe tires on the vehicle are size 285x75xThe manufacturer’s requirements calls for the tire size of 235x75xBased on these findings the contract was then canceled due to these alterations and a refund of the contract was forwarded to the lien holder, Navy Federal Credit Union as stated in the contract agreementThe 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 or fraud; • If You have failed to maintain Your Vehicle as prescribed by the manufacturer..." Had our corporation been notified of the alterations the contract would have been rejectedThank 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 *M [redacted]

Dear [redacted] , In response the contract holder is [redacted] and the shop that is repairing her vehicle had filed this complaintAfter two misdiagnosis by the shop the vehicle was inspected a second time and we then authorized $for the caliper repair and $for the air spring repairWe have abided by the contract terms and proper authorization has been made once it was determined exactly what have failed Gale *M [redacted]

May 1, Dear [redacted] :I have received the above referenced complaintUpon review of our file a claim was called in on April 11, by [redacted] 's Automotive pertaining to the transmission of [redacted] ***'s [redacted] We instructed the service center to obtain the owners permission to have it torn down and diagnosed to show the complete and necessary repairAn estimate was then received for replacement of the transmission and an inspection was order by an independent inspector to verify the shop's diagnosis.The inspector verified that the transmission shows signs of long term heavy leaks from the pan gasket and the transfer case adapter sealThere is heavy long term fluid on the under carriage to the rear of the vehicle and the gas tank is covered in wet fluid and grime build upThe muffler has trans fluid burnt on the side from long term transmission leakAll clutches and bands seen are burnt and black and the steels are burnt from loss of pressure and long term continued operation due to loss of fluidThe torque converter has failed internally from loss of fluid and sent fine metal through out the unitThe fluid is burnt and black and all internal bushings seen are worn to the copper from continued operation and loss of fluidThe cause of failure was long term transmission leaks from pan and transfer case adapter resulted in loss of fluid with long term continued operation that resulted in heat damage to the clutches, steels, bands and converter.Based on this report the claim was then deniedThe contract specifically states under section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, #6, FOR FLUID LEAKS OR DAMAGE THAT RESULTS FROM FLUID LEAKSParagraph #7, FOR ANY BREAKDOWN CAUSED BY CONTAMINATION, OVERHEATING, LACK OF COOLANT OR LUBRICANTSIt further states 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.” In addition, the service contract also states a responsibility of the service contract holder is to prevent further damageThis is noted under section IVYour Responsibilities, number 1., Prevent Further, Damage, “You are responsible for observing Your Vehicle warning lights and gauges, and taking appropriate action immediately to prevent further damageFailure to do so may result in the denial of the limitation of coverage."As to the request of a refund for the unused portion of your contract, we will offer a pro rated refund of $This is based on the amount of $received for the month contract that has months of remaining coverage.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

[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 have looked over the contract, and subsequent paper work, I was given at the time of purchase, no where does it state there is a $per occurrence repair limitI am still seeking either the full repair cost, or at a minimum the cost of just the parts Regards, [redacted] ***