The Penn Warranty Corporation

This coIs a scamDo not bother to spend your moneyThey will not do anything they sayAll Penn Warranty corporation is someone sitting on a island taking your money

Dear [redacted] In response to [redacted] s complaint please see the attached correspondence Gale TM [redacted]

Dear [redacted] In response to [redacted] complaint please see the attached correspondence Also attached tis the contract signed by [redacted] stating she has read and understand its terms Gale TM [redacted] Business enclosed copy of the contract

Dear [redacted] , In response to [redacted] 's complaint please see the attached correspondence Gale [redacted] M [redacted]

Dear [redacted] , Thanks for obtaining and forwarding a response from the Penn Warranty Company regarding our report to the Revdex.com (Revdex.com # [redacted] )In correspondence from the Corporate attorney, Gale *M [redacted] regarding our report, she acknowledged only selected parts of the Service ContractThat is, from “WHAT THE SERVICE CONTRACT DOES NOT COVER” in Section paragraph 30: “FOR COSTS PERTAINING TO THE TEARDOWN AND DIAGNOSIS OF THE VEHICLE AND ANY SALES TAX CHARGESALL FLUIDS, FILTERS, HOSES, BELTS, BOLTS, STUDS AND FASTENERS THAT ARE NOT SPECIFICALLY STATED AS COVERED UNDER THE COMPONENT COVERAGE SECTION.” However, MsM [redacted] did not even mention other pertinent sections of the PWC contract which further describe and qualify the warranty coverage: (a) In particular, Section III General Provisions When and Where you are covered - states that “this Service Contract applies only to Breakdowns occurring within the contract period in the continental United States of America, as well as in Alaska and Hawaii(b) In addition, the PWC contract states in Section IIII State amendments “This Service Contract is amended to comply with the [specific] requirements of states, including Maryland (15): “The repair of a malfunction or defect covered under a mechanical repair contract shall include the cost of the teardown and diagnosing the malfunction or defect.” Thus, from the PWC contract it is clear that it pertains to coverage in all states of the United StatesThe contract does not specify that car repairs must be serviced in accordance with provisions specified for the state of PennsylvaniaWe purchased the vehicle and a 3-month service warranty using our home address and checking account in Frederick, MarylandWe were told by Joshua that the service contract was valid in every state even though company headquarters were in PennsylvaniaMy wife and I drove the vehicle to our home in Frederick, MarylandWe had the car inspected and licensed in the state of Maryland and I drove the car to and from work in Maryland for days prior to the appearance of the two warning lights requiring diagnosis and repairsWe brought the vehicle to the primary Buick dealership in Frederick, Maryland where the diagnoses and repairs were performed in accordance with the car manufacturer policy and proceduresPWC service personnel as the contract Administrator accepted the diagnoses associated with each trouble light and authorized repairs that were performed by the [redacted] garage in my hometown of Frederick, MD as the “franchised” Repair FacilityThe Administrator accepted the report submitted by [redacted] and did not elect to have the car repaired at an alternate location in Maryland or Pennsylvania indicating that diagnoses and repairs were performed in compliance with the PWC contractThe [redacted] Garage is a franchised General Motors dealership and that it is licensed in the State of Maryland where it performs diagnoses and repairs as prescribed by General Motors policy and proceduresSince the PWC contract itself states that their service agreement is to comply with the specific requirements listed for Maryland, “The repair of a malfunction or defect covered under a mechanical repair contract shall include the cost of the teardown and diagnosing the malfunction or defect.” We understand that certain car parts and repairs are not covered by the PWC contractNevertheless, the diagnostic procedures performed by [redacted] Garage are an integral part of proper car diagnoses that are required by the General Motors car manufacturer to diagnose the reason for warning lights; Likewise, diagnostic procedures are also recognized as an integral component of car repair by the state of MarylandThe diagnostics performed by the [redacted] Garage were required to identify the source of each malfunction and needed repair as well as to verify that service corrects the malfunctions identified by the vehicle’s warning lights and that the vehicle is safe to drive againThe provision that repair shall include the cost of diagnosing vehicle malfunctions listed specifically in the PWC contract section IIII para should have been recognized by PWC staff who sell and administer the contractThis provision should also be honored by the corporate attorney who should be fully familiar with all elements of the PWC contractInstead, the conclusions drawn in the letter by Gale *M [redacted] , the PWC corporate attorney, clearly contradict important provisions described in the PWC service contractPlease let me know if you need any further information from us regarding Revdex.com # [redacted] Best regards, [redacted] Frederick, MD ***Desired Outcome: As described in the original complaint # [redacted] The Penn Warranty Corporation still owes us $The response from Gale [redacted] M [redacted] , corporate attorney to [redacted] of the Revdex.com dated February 3, that was forwarded to us,noted only selected parts of the Service Contract, and her letter failed to acknowledge other pertinent sections of the PWC contract which further qualify the warranty coverage that states that the cost of diagnosing vehicle malfunctions listed specifically in the PWC contract section IIII para should have been recognized by PWC staff who sell and administer the contractthe conclusions drawn in the letter by Gale TM [redacted] , the PWC corporate attorney, clearly contradict important provisions described in the PWC service contractPWC still needs to honor terms of the contract and reimburse us an additional $to cover the costs of diagnoses included in the repair of our vehicle by [redacted]

Dear MsStewart,? ? In response to Mr [redacted] complaint, please see the attached correspondence.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Gale TM [redacted]

March 18, 2016Dear [redacted] :I have received the above referenced complaint. Upon review of our file, on February 25, 2015 [redacted] purchased a 2005 [redacted] along with our 24 month/unlimited mileage Gold Contract.On February 26, 2016, Century [redacted] called in a claim for the transmission on the... vehicle. We spoke with the service center and went over the claims procedure of tear down and possible inspection. The shop needs to have the vehicle torn down to show the necessary and proper repair.This procedure is specifically stated in the Gold Contract, page 2, Section IV. YOUR RESPONSIBILITIES B. Filing a Claim- If your Vehicle incurs a Breakdown, You must take the following steps to file a claim: “ 4. Prior Approval – Prior to any repair being made, have the Repair Facility to contact the Administrator with the estimate of repairs containing both parts and labor, and to obtain an authorization for the claim. The Administrator can be contacted Monday through Friday, 9:00 a.m. to 5:00 p.m. at ###-###-####. Emergency repairs, done outside of working hours, may be submitted to Customer Service with a letter of explanation for payment consideration. If it is determined that a covered component has failed and the estimate for the repair is agreed upon by our adjuster, an authorization number will be issued by the Administrator. The amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this Contract. No repairs are to be made on Your Vehicle until an authorization number is issued by the Administrator. Any claim for repairs without prior authorization will not be covered. 5. Authorize Tear-Down - Authorize the Repair Facility to perform necessary diagnostic work and provide “teardown” authorization so that the Repair Facility can provide accurate diagnosis and estimate of repairs.6. Allow the Administrator to inspect Your Vehicle prior to any repairs being made.”After several discussions with the shop, on March 3 they instructed us that they are not a transmission shop, and could not do teardown. The vehicle was then to be moved to another shop and the claim was then closed. We were then contacted on March 10, 2016 by Foreign Auto Exchange pertaining to the transmission and when a follow up call was made the next day we were instructed that the vehicle had was no longer at the shop and the claim was then closed. On that same day Advanced Transmissions then contacted us. The transmission was then torn down and diagnosed and received an estimate for repairs. We then had the vehicle inspected by an independent inspector to verify the shop’s diagnosis and determine a cause of failure.After inspection we then authorized $1,9040.00 for a used transmission repair. At the time of the authorization a break down of parts and labor were given to the service center and they in turn would inform the owner of the information for him to decide how to repair his vehicle. As the owner of the vehicle you have the final decision as to how to have and the amount authorized could be used as an allowance toward any repair he may choose. As per supplying parts, the adjuster merely locates a supplier with available parts and in turn relays the information to the repair center that is the party responsible for making arrangements for shipment and availability of said part. The terms of the Gold Contract states: “At the administrator’s option, replacement parts used in covered repairs may include new, remanufactured, used or non-original equipment manufactured parts. All parts will conform to manufacturer’s specifications.” The adjuster looks for the most cost-effective repair for the vehicle. Only the owner of the vehicle can make the decision as to how their vehicle can be repaired.We have abided by the contracts terms and any delay in this matter would be that of the repair centers in the awaiting of the proper tear down to determine the complete and necessary repair.Sincerely,Gale M [redacted]

Dear [redacted] , In response to [redacted] 's complaint, the window regulator needed replacement and that is not a covered component under the contractIt covers the window motor which is a separate part but not the window regulatorAs to the door latch that is what the shop stated was wrong when the claim was called inThis is not covered under the contractIf it was a different part please have [redacted] 's provide the invoice for this repair and it will be further reviewed [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 nut please reference to the attachmentI never received a written report or proof from the inspectorThe invoice is $1600, so my responsibility is still a lot and that is where my concern isIf we can not settle for the whole balance I will accept anything to help me with the billwhat should I doThank you again for being very helpful and responsiveI and my family appropriate the effectivenessRegards Regards, [redacted]

Dear [redacted] ***,? ? I have reviewed [redacted] 's complaint and fileThere was a problem finding his contract when he first requested cancellation.? When we receive the correct information the contract was then canceled and we will forward the refund request of [redacted] ? in the amount of $directly to his address on the complaint.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Thank you for your time,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: f these current loopholes in your contractual agreements with no wiggle room that no one should ever nor should I sign up for you services period Just because you paid a claim doesnt make it right nor when someone takes out a policy they should be held to never getting a refund should they wreck or sell a vehcle ust a info there were other items we coild of claimed for service repairsbt felt that all you would do is reject them for whatever reason possible This is in my opinion consumer fraud at the hghest level If you look at the internet and blogs of your company I am surprised you still write policies with all the negative info out there on your company Live and learn but never again ! Your company is very unethical period [redacted]

March 14, 2016Dear [redacted] ,I have received [redacted] ’s complaint and have reviewed her fileThe service contract she purchased is owned by [redacted] Insurance Company from the state of FloridaWe are the administrator only and not responsible for any paymentsWe did receive a request for a refund due to the vehicle being totaledAlthough [redacted] is under not legal obligation to provide a pro rated refund one was sent to the lien holder on the vehicle, [redacted] This amount was $402.75, which included a 10% cancellation, and was sent on March 2, The contract was for months and had months remaining when the vehicle became totaledThe contract price was $2,and [redacted] received $The remaining balance of $1,was retained by the selling dealer, Starmax Finance Inc and they are responsible for any additional pro rated refund of $A correspondence was sent to them detailing the refund and to make payments to the lien holder.As to the authorized claim that has been canceled and had no effect on the amount that was pro rated and paidUpon review if you have any questions or comments please do not hesitate to contact me.Sincerely,Gale [redacted] M [redacted] Corporate Attorney

April 4, Dear ** [redacted] :I have received the above referenced complaintA claim was called in on February 14, by [redacted] pertaining to the timing belt cracked, water pump, timing belt tensioner and cam of ***’s [redacted] ***We instructed the service center to obtain the owner’s permission to have it torn down and diagnosed to show the complete and necessary repairWe then had an inspection to verify the shop’s diagnosis by an independent inspector.The inspector verified an oil leak from the exhaust cam seal area, vvt plastic backing plate has oil residue behind exhaust vvt gearTiming belt cracking and has oil saturationTech states timing belt tersioner weak but no failures were shownWater pump has slight residueThe cause of failure was wear and tear to cam seals resulting in the noted leaks and damage to the timing beltFailure of the water pump seal resulting in the noted leakBased on these findings we then authorized $for the water pump onlyAs to the cam seals the contract states it does not cover fluid leaks and seals and gaskets are covered only in conjunction with a covered repairThe timing belt was damaged due to the oil leaksThe terms and conditions of the contract regarding reimbursement for a covered component failure clearly states: "Under this used vehicle service contract, THE PeNn WARRANTY CORPORATION will reimburse you, or your repair center, the amount authorized for the repair or replacement of any component covered by this agreement (excluding sales tax) that is found to be defective or worn beyond service limits, including through wear and tear.” There were no such failures foundThe failures were not due to "wear or defect” but due to an oil leak damaging the timing beltAlso there was not failure shown to the inspector to the timing belt tensionerAll repairs covered under the contract were authorized.After our investigation and authorization of the water pump only ** [redacted] then requested a refund of the contractThe terms of the Gold Contract states: “...there is no credit for early terminations.”Therefore, I must respectfully deny any refund of this contractThis was also addressed in a letter to ** [redacted] from our Refund DepartmentAll repairs covered under the contract were authorizedUpon review 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I think its a crock of bull that they due not even have a grace period, no less that they wouldnot even exceptto contnue with our payment. they had no problemtaking the payment every month. for nothing, and of course in 2 years everyones car mileagegoes up. who's does not. we were not asking to write a new policy just conitinue the one we had, I just had to give them the number to the same account the bank change to chip card. nice way . and easy way of ripping off ur consumer. I can imagine how much money u have made off people to which after 2 years there mileage had gone up and according to u ,u just delete there policy. very impressive rip-off. I will be telling every dealership /carsalesman on a blog what this company does, and to either let the customer know what they do . or not sell there insurance! Regards, [redacted]

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

[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: ***
I am rejecting this response because: I have received input on the timing belt issue from four people with expertise related to *** maintenance (including mechanics and input from ***'s ce, which showed a photo (attached) of the damaged belt to someone in their NJ HQ service department) -- who collectively have almost years experience working on ***s -- all agreeing that the belt was very damaged. One even remarked to me that the damage was "very bad" and that the belt should definitely be replaced.My problem with the way this obvious damage was handled by Penn Warranty is multi-factorial:1) The belt was clearly damaged, as evidenced by examination by multiple service people with specific *** experience.2) A customer care representative at Penn Warranty told me specifically that if the belt was damaged beyond manufacturer's specifications, that its replacement -- along with labor -- would be covered under my extended warranty.3) *** confirmed that routine maintenance on a timing belt, for my model/year car, does not occur until 120,milesI reported the damage to the belt at approximately 108k miles.4) When I told *** in the claims department about my dissatisfaction with the claims process -- and my perception that Penn Warranty was using any excuse it could to avoid paying for any repairs on my vehicle -- he told me it was possible to get a refund of what I paid on my policy.My experience with Penn Warranty has been marred by misinformation and promisesI no longer wish to do business with this company, and as a consequence request a refund of my policyI do not wish to spend another 3+ years fighting for repairs that I'm told are covered by my policy
Regards,
*** ***

[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: ***
I am rejecting this response because:*** - Claim was initially denied as soon as it was filed because penn warranty claims it was prior to contract without them even looking at the vehicleThat should of already been a red flagThen the case was reopened and they want me to authorize a tear down of the vehicleI obviously had to do it or else they won't proceedThe shop showed them the stretched timing chain along with broken tensioners / guide and they now denied the claim again and offered to refund me the contract money because they didn't want to pay for the claimI have the timetable below for the breakdown10/10/- contract was purchased with 88,miles 10/13/- computer in the car logged in the fault at 88,miles ( tensioner / guide broke ) 10/25/17- brought the car in for rough idle / engine light at 89,miles so according to the denial the "inspector" claims that the problem happen prior to purchaseIt's pretty obvious that on 10/13/with 88,miles that the tension / guide had a failure and by 10/25/89,miles that the chain stretchedthat's miles from when the tensioner/guide failedso even at 88,when the initially tensioner failed it still happened AFTER the contract was purchasedUnfortunately these things does happenfailure can happen anytime after the warranty is boughtThat is the point of warrantyso as you can see everything should be covered according to contract instead penn warranty denies the claim because it's a "prior" issue? I've already been without my car for weeks and now I am stuck with a repair bill over $because penn warranty denied the claim without any solid PROOFThis is not right for the consumers!!! They need to do what's right and fair for the consumers!!
Regards,
*** **

April 25, 2014Dear *** ***:I have received the above referenced complaintUpon review of our file a claim was called in on April 8, by *** *** pertaining to the transmission on *** ***’s *** ***The adjuster spoke with the service center verifying
vehicle information, claim procedures and tear down requirements from the ownerUpon completion to the tear down an inspection was then done by an independent inspector to verify the shop’s diagnosis of the transmission repairThe inspector noted that the vehicle had modifications of shocks, steering dampener and oversized tiresThe manufacturer’s tire size is 245/75/and the ones on the vehicle were 295/70/Also the inspector noted that these modifications would place additional strain on the drive train and accelerate failures to itBased on these finding the contract was then canceled due to these alterationsThe contract states under VGENERAL PROVISIONS, Section 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.....Had our corporation been notified of the alterations the contract would have been rejectedThe contract was then cancelled and a refund is being processed and sent to the lien holder, Bank Liberty as stated in the contractThank you for you time and attention and if you have any questions please contact me.Sincerely,THE PENN WARRANTY CORPORATION

August 7, 2017Dear *** ***.I have received the complaint captioned above and have reviewed the fileThe Contract holders name on the Contract is *** ***On June 15, 2106, We were contacted by *** to *** *** pertaining to the engine of *** ***'s *** **On that date, the
adjuster spoke to the repair center and went over the claims procedures and teardown requirements for the repairThe vehicle was inspected by an independent inspector to verify the shop's diagnosisThe inspector verified a broken timing chain guideDid not see any witness marks on pistons or valvesTech stated machine shop said all exhaust valves are bent and intake valves are bent but was not shown at time of inspectionThere were no lifters available for inspectionThe only failure shown to the inspector was the timing chain guideWe then authorized $broken down as follows: $OEM lower right timing chain guide $Labor (hours as pursuant to All Data G) Shop's rate of $70.00/hour) -$Per occurrence fee $Total AuthorizationUnder the contract agreement we are responsible for covered components that are defective or worn beyond service limitsUpon inspection the only failure shown was that of the timing chain guide and was then authorized as per the contract termsIf there are additional repairs necessary please have *** *** instruct the shop contact our claims department for investigationAs to the car rental, Our Corporation authorized hours of labor as based upon All Data, which is an industry accepted labor guideThe Contract states "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 was authorized for hours there is no car rental reimbursement available.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***

June 24, 2016Dear *** ***.I have received the complaint captioned above and have reviewed the fileOn May 19, 2016, we were contacted by *** *** pertaining to the suspension of her *** ***We had no record of receiving a contract on behalf of her vehicle and the claim was then
closedOn May 24, 2016, we then received a month on contract for *** ***'s vehicleWe then received the invoice from the previous repair and upon review offered $for the control arm broken down as follows:$Rock Auto Control arm $Labor (hours as pursuant to the Mitchell Labor GuideG) contract rate of $65.00/hour) -$Per occurrence fee $Total Authorization This is the amount that Would have been authorized if we had the contract and opened a claim for investigationAs to the struts, we have no record of this claim, however, this part is a non covered component under the service contract agreementThe contract covers specific components listed as stated underSection :"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 “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.Thank you for your time and attention and if you have any questions of comments please do not hesitate to contact me.Sincerely,GaleM***Corporate Attorney