Complaints

This profile includes complaints for Warranty Solutions Management Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Warranty Solutions Management Corporation

  7125 W Jefferson Ave Ste 200 Lakewood, CO 80235-2305

  
• 

  Warranty Solutions Management Corporation

  PO Box 1047 Bedford, TX 76095

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as a 'goodwill' reimbursement for my out of pocket expenses at the time of my vehicles repair.
  
  Sincerely,
  
  ***** ******day doesn't even cover the full daily rate of the cheapest rental car, and certainly not something I would have agreed to had I know the actually cost of a rental before hand. The company is lucky I didn't file additional claims for trip interruption over the holiday weekend, to which I explained was much more than an extra day rental.While I am greatful for the approved repair, the latter has left me with a nasty taste in my mouth over an unreasonable response to a reasonable request.

  

  Business Response

  Date: 07/10/2025

  Dear Mr. ******************************************************************************************************** This is a response to your Better Business Bureau complaint.  We thank you for your patience while this matter was under review.
  
                  Please note that the vehicle service contract (VSC) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the VSC. 
  
                  On July 10, 2025, we spoke on the phone and after upper management review of the claim file it was decided to assist with the additional rental.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  ******************************************* 
  

• Initial Complaint

  Date:05/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ..My 2018 ***** Malibu has been at ***** ***** ********* since September of 2024 due to a transmission related issue . To my understanding Warranty Solutions has sent ***** ***** Chevrolet 2 faulty units and have been dealing with Warranty Solutions since then. Warranty Solutions will not send ***** ***** ********* a brand new unit . Can you please assist me and ***** ***** Chevrolet with this issue ? Thank you.

  

  Business Response

  Date: 05/21/2025

  Dear Ms. ********************************************************************************************************** We received your Better Business Bureau complaint regarding your transmission claim.  We thank you for your patience while this matter was under review.
  
                  On May 19, 2025, we called you and went over the timeline that is documented in the claim file. On September 18, 2024, ***** ***** ********* created a repair order for your transmission concern. On November 20, 2024, ***** ***** Chevrolet called Warranty Solutions and started a claim with us. Warranty Solutions advised the repair facility of the price of a remanufactured transmission from one of our vendors. We asked if Ms. ******* wanted the remanufactured transmission from one of our vendors or does she want to pay the difference for the repair facilities transmission. On November 21, 2024, the repair facility advised that Ms. ******* decided on the transmission from one of our vendors.We authorized the transmission claim and had our vendor ship the transmission to the repair facility. On December 5, 2024, the repair facility advised that the transmission is leaking fluid. We advised the repair facility that they would need to contact the supplier for the transmission, it is under a part warranty. On February 10, 2025, the repair facility advised that the second transmission that the supplier provide is also leaking. We referred the repair facility to the supplier of the transmission for the part warranty. On May *******, we contacted the repair facility to check the status.  It was discovered that there was an ongoing issue between the repair facility and the transmission supplier regarding the additional labor needed replace the transmissions. On May 21, 2025, we called you and advised that we had authorized the additionally requested labor and the repair facilities transmission.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23329628
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/19/2025

  Dear Mr. ********************************************************************************************************** This is in response to your Better Business Bureau complaint regarding your recent engine claim.  We thank you for your patience while this matter was under review.
  
                  On May 16, 2025, we called you and went over the claim timeline and the reason for the claim denial.  Our records indicate that on May 1, 2025, ************************* reported that the vehicle was driven in with a customer concern that the vehicle is overheating and smoking. On May 6, 2025, the repair facility torn down the engine and verified that the engine block and cylinder heads were warped beyond the manufacturers specifications.  Warranty Solutions had an independent inspection agency verify the repair facilities findings.  The inspector documented that both cylinder heads flatness measurement is at .01 of an inch.  The manufacturers specifications for the cylinder heads flatness measurement is ****** of an inch. The inspector verified that the engine block flatness measurement is ***** of an inch.  The manufacturer specification for the engine block flatness measurement is ****** of an inch. The vehicle service contract excludes failures caused by continued operation of the vehicle. We denied the engine claim for continued operation of the vehicle in an extremely overheated state and the failure does not meet the definition of a mechanical breakdown.Please see General Contract Exclusions section item #2 and the definition for a mechanical breakdown.
  
  On May 14 and *******, we went over the reason for the denial with Mr. ********* The repair facility advised that the vehicle was driven in with customer concern of the vehicle is overheating and smoking.  The contract holder was aware of the impaired condition of the vehicle and kept driving the vehicle.  The inspection report verified that the engine block and cylinder heads are warped past the manufacturers specifications. For the engine block and cylinder to change shape (warp) the vehicle would have been continually operated in an extremely overheated state.
  
  
  The vehicle service contract states:
  
  Contract Definitions
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part to perform its intended function due to defects in materials or faulty workmanship in its manufacturing.
  
  How To Make a Claim
  
  . It is Your responsibility to use all reasonable means and precautions to protect the Approved Vehicle from further damage. Continued operation of the Approved Vehicle after any Mechanical Breakdown shall constitute failure to protect the Approved Vehicle. Any damage from failure to protect the Approved Vehicle shall not be recoverable.
  
  Required Maintenance
  . You are responsible for making certain that all warning lights/ gauges/ indicators of any kind, including, but not limited to, oil and temperature, are functioning properly, and discontinue operation as soon as is reasonably possible when any warning/malfunction occurs, whether visual or audible, indicating inadequate protection or performance.
  
  General Contract Exclusions
  This contract does not cover or apply to any of the following conditions:
  
  Any Mechanical Breakdown or damage resulting from continued operation, such as not stopping Your vehicle immediately or having it towed, or caused by Your failure to take reasonable precautions to prevent further damage when an apparent problem exists (see Required Maintenance)
  
  
  Unfortunately, Warranty Solutions will not be able to assist with the engine replacement due to the vehicle service contract excludes failures caused by continued operation and this type of failure does not meet the definition of a mechanical breakdown.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty Solutions many hours on hold for days to get authorization to obtain authorization website offers repair shop to sign up to report a claim online but the website does not work. see below.

  

  Business Response

  Date: 05/16/2025

  Dear Ms. ***************************************************************************************************************** We received your Better Business Bureau complaint regarding lengthy hold times. We thank you for your patience while this matter was under review.
  
                  On May 16, 2025, we called you and left a message and we emailed you a letter of apology with a timeline of events in our records. Our records indicate that on May 12, 2025, Front Street ******************* reported failure of the evaporative control system pressure sensor. We authorized the claim for the sensor. Later that day we received the final invoice from Front Street *******************, but your signature was not on the final invoice. The vehicle service contract requires verification of repairs. The processing department advised the repair facility that we need either a signed final invoice or the contract holder to call in for verification of vehicle repair. On May 13, 2025,we received your verbal verification that the vehicle was repaired. We sent payment to the repair facility.  We received a request for a manager to call you regarding lengthy hold times. On May 14 and 16, 2025, a manager called and left you a message apologizing for the long hold times. Our phone system does offer a callback option if you are on hold for more than 5 minutes.
  
  The vehicle service contract states:
  
  PAYMENT OF MECHANICAL REPAIRS
  .Payment of covered Mechanical Breakdowns will only be released upon the receipt of a verifiable invoice signed by the Purchaser or Lessee shown on the Schedule or the person to whom this Contract was properly transferred, indicating that the authorized repairs were properly performed and completed. Failure to sign the repair order may cause delays in processing Your claim.
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23309203
  
  I am rejecting this response because:
  I even gave a cell phone to call for *** and no calls were made to that phone. I asked for a direct line no number was provided. My contract is voided as they refuse to fulfill the contracts responsibility so they have voided this contract and I am due a full refund . I have been calling there for an entire month with no answer until reaching out to the BBB and *** has stated no calls have come in besides 1 . They are refusing to fix the car under warranty . The customer care refused to give claim portal information to ***. They are avoiding fulfilling this claim and pretending they are reaching out . I want to close this case and am willing to settle for 1/2 which is around $2500 that I will then use to repair my vehicle .
  Sincerely,
  
  ******** *******ng I paid so I can utilize those funds to pay for the ***airs they wont.

  

  Business Response

  Date: 05/16/2025

  Dear Ms. ********************************************************************************************************** We received your Better Business Bureau complaint regarding the need to start a claim and request for a refund.  We thank you for your patience while this matter was under review
  
  On May 13, 2025,we contacted you to get contact information about the repair facility that your vehicle is at. You advised that your vehicle is at *********. We contacted Kia ***** and we were advised that the engine replacement was under the manufacturers warranty and the repair had been completed. We advised you of the information from Kia *****.  You advised us that there were additional repairs and gave us phone numbers to reach the service advisor that you were working with. We called the phone numbers that you provided and the repair facility and left messages asking that your service advisor give us a call.  To date, we have not had a response from the repair facility. 
  
  You requested a cancellation of the vehicle service contract. We provided you with a cancelation request form and terms and conditions of the vehicle service contract for the termination of your vehicle service contract.
  
  The vehicle service contract states:
  
  General Provisions
  
  TERMINATION REFUND AND RETAINED CHARGES: In the event this Contract is terminated, the amount We retain will be determined as follows: If You cancel this Contract within sixty (60) days after purchase, the refund will be one hundred percent (100%) of the gross premium paid less any claims paid. No administration fee will be charged within the first sixty (60) days. If, after sixty (60) days, this Contract is terminated by You,We will return to You not less than ninety percent (90%) of the unearned pro rata premium, less any claims paid on the Contract. After this Contract has been in effect for sixty (60) days, it may be cancelled by Us only for one of the following reasons: (1) There has been a material misrepresentation or fraud at the time of sale of the Contract; (2) You have failed to maintain the Approved Vehicle as prescribed by the manufacturer; (3) The odometer has been tampered with or disabled and You have failed to repair the odometer; or (4)For non-payment of premium, in which case We shall provide You notice of cancellation by certified mail.
  
  If We cancel this Contract, the return of premium will be one-hundred percent (100%) of the unearned pro rata premium, less any claims paid on the Contract. The refund calculation will be based on the months or mileage elapsed since the purchase date of the Contract,whichever is greater. If the amount paid for this Contract was financed, and there is a balance owed, the refund may be made to the Lienholder.
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************
  

  

  Business Response

  Date: 06/05/2025

  Dear Mrs. ****************** thank you for your patience while this matter was under review.
  
                  Our records indicate that on May 13, 2025, we called you and left a message. We sent an email to you requesting contact information for the repair facility that your  vehicle is at. In the email that we sent we supplied you with a claim resolution specialist direct phone number and email address. Later that day you advised that your vehicle was at ********* and to ask for ***** at ************. We called Kia ***** and ***** at Kia ***** advised that ***** was off that day.  ***** stated that the vehicle was already repaired, and the engine was replaced under the manufacturers warranty. On May 14, 2025, we emailed you what ***** at Kia ***** advised us of the above information.  You responded stating that there are other items that need to be repaired. We called Kia ***** and left a message for ***** to call us. On May 15, 2025, you emailed stating to call ***** at a different phone number than previously supplied, the new phone number that you supplied is ************. We called ***** at the new phone and left a message. Later that day you emailed us that you wanted to cancel the contract. We emailed you a cancelation request form and advised you of the terms and conditions of the vehicle service contract regarding cancelation. You advised us that you wanted a full refund.We advise you that we must abide by the terms and conditions of the vehicle service contract and if the contract was cancelled it would be prorated. On May 16, 2025, you emailed us accusing us of not calling Kia *****. On May 19, 2025,we called you and left a message. On May 20, 2025, we emailed you asking that you call us to discuss.  We provided the claim resolution specialist direct phone number again. You responded that you would call later in the week and that you paid $2,000.00 for repairs to your vehicle. To date, the claim resolution specialist has not received a phone call from you.
  
                  Regarding your request for a full refund of $5,000.00. We must abide by the terms and conditions of the vehicle service contract regarding cancellation. If the contract is cancelled it will be prorated. Also, the vehicle service contract registration page indicates that you paid $2,372.00 for the vehicle service contract.
  
                  I also want to indicate to the Better Business Bureau that our phone system is designed to give the callers an option to leave their direct phone number for a call back. This option starts after the caller has been on hold for more than 5 minutes and keeps repeating every 5 minutes. The caller does not lose their place in line, the call system will automatically call the phone number that they entered when their place in line comes up. 
  
  The vehicle service contract states
  
  TERMINATION REFUND AND RETAINED CHARGES: In the event this Contract is terminated, the amount We retain will be determined as follows: If You cancel this Contract within sixty (60)days after purchase, the refund will be one hundred percent (100%) of the gross premium paid less any claims paid. No administration fee will be charged within the first sixty (60) days. If, after sixty (60) days, this Contract is terminated by You, We will return to You not less than ninety percent (90%) of the unearned pro rata premium, less any claims paid on the Contract. After this Contract has been in effect for sixty (60) days, it may be cancelled by Us only for one of the following reasons: (1) There has been a material misrepresentation or fraud at the time of sale of the Contract; (2) You have failed to maintain the Approved Vehicle as prescribed by the manufacturer; (3)The odometer has been tampered with or disabled and You have failed to repair the odometer; or (4) For non-payment of premium, in which case We shall provide You notice of cancellation by certified mail.
  
                  We apologize for any frustration or delay that you may have experienced. If you want to cancel the contract, you will need to fill out and return the cancellation form to us.  The contract will be cancelled within the terms and conditions of the vehicle service contract.
  
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23309203
  
  I am rejecting this response because:
  We actively called everyday and waited 90 minutes each day. There was no returned call until the BBB was involved. Even after there were no calls to *** after the first one. I want a full refund plus the $2000 I paid out in addition to this warranty. I believe this is fair as you broke contract by not answering or covering the repairs made . 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am writing to express my deep dissatisfaction with your company, its ethics, and its practices. I feel deceived and frustrated by my experience with your warranty.When I purchased my vehicle in 2015, I opted for a warranty, believing it would provide peace of mind. Instead, dealing with your company has become a major headache.Recently, my 2013 Mercedes E350 needed significant transmission repairs, totaling $15,000. However, your company is only offering to cover a mere $5,900, claiming my car is worth only that amount. This evaluation seems unfair, especially when the market value for similar cars is significantly higher.I urge you to reconsider the amount you're willing to pay for the repairs. Your current offer is unacceptable, and I am left feeling betrayed. I will not be using your services in the future and strongly advise others to stay away from what I perceive as fraudulent ************ the time of purchase, we signed an agreement stating that all repair costs would be covered, including parts of like quality, whether new or used.While I am open to using used parts for the necessary repairs, it is worth noting that even these will exceed $10,000. Furthermore, I have been informed that the required transmission parts are currently unavailable.Given these circumstances, I kindly request a reevaluation of the repair coverage or a suitable alternative. I hope we can find a resolution that aligns with the original terms of our contract.

  

  Business Response

  Date: 03/27/2025

  Dear Ms. ******************************************************************************************************** We received your Better Business Bureau complaint regarding the limits of liability of the Limited Lifetime Warranty. We thank you for your patience while this matter was under review.
  
                  Please note that Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the Limited Lifetime Warranty (***).  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the ****
  
                  We reviewed your claim file with our **** Claims Team and determined that the claim was adjudicated within the terms and conditions of the **** On March *******, your transfer case claim was authorized within the limits of liability of the ****  On March 27, 2025, we spoke on the phone, and we advised that the limit of liability is listed in the General Provisions section of the *** and the limit of liability for any one repair visit will not exceed the **** value of the vehicle at the time of the repair. We have verified the **** value of the vehicle to be $5,900.00.
  
  The *** states:
  
  General Provisions
  
  LIMIT OF LIABILITY: This Warranty is limited to repair or replacement of the failed Covered Part only to restore the failed Covered Part to the same or like condition prior to a Mechanical Breakdown. Our maximum Limit of Liability for any one (1) repair visit shall in no event exceed the Approved Vehicles actual cash value as determined at the time of any repair as currently listed on the **** website (************). The total amount of Our liability for all claims and benefits paid or payable under and during the Term of this Warranty shall in no event exceed the actual Purchase Price of Your Approved Vehicle as listed in Vehicle Information section of the Schedule. The Purchase Price is the actual price paid for the Approved Vehicle itself and is exclusive of any and all add on equipment, fees,taxes, insurances or services. In the event no Purchase Price is listed on the Schedule, You shall provide proof of the purchase price upon request. Should You be unable to provide the required proof, then the Limit of Liability shall not exceed the Approved Vehicle's actual cash value as determined at the time of any repair as currently listed on the **** website (************).
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************.
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23028230
  
  I am rejecting this response because: I had the vehicle towed to the facility immediately after it began to give me a message that the engine was running hot.  The message came on briefly and then the temperature went back down to normal and when I returned home to my driveway, the gauge began to alarm that it was running hot again.  I turned the vehicle off and had it towed to the repair shop.  I could have driven it to the repair shop but I thought better knowing the exclusion in the contract.  There is no gauge or electronic display or warning as to when the heads will warp or that I have gone over a REASONABLE operation of the vehicle as stated in the contract.  I reject this notion that I operated the vehicle for longer in that state.  The tow company delivered my vehicle from my house to the repair shop which means I had no intention of operating it beyond it's reasonable capacity.  Additionally, I have paid for the warranty in my financing and if they will not honor my request, I want my money back in full from the Warranty company.  I should only have to pay my deductible and have my vehicle repaired otherwise it makes no sense to pay for or have a warranty for your engine.  I am sure they will pay for a broken window or a light socket.  

  Additionally, I have contacted the repair shop and they will have a report for additional issues to consider such as how would I know that the water pump was bad...There is no indicator or warning light that the water pump has totally malfunctioned.  The faulty water pump is the reason that the heads warped and not me operating the vehicle.  That is an issue beyond my reasonable capacity to control.  It's a causational aspect and my next step is to have my attorney on this.  It will be cheaper for the Warranty company to hone it's contract than to pay a lawyer to go to court about this.

  
  Sincerely,
  
  **** *******

  s and generic. Suffice to say they denied it. I asked to speak to a manager and he reiterated the adjuster's comments and then proceeded to send me a copy of the Warranty contract and pointed to the exclusions which are even more subjective. I asked for an appeals process and was not offered one or a solution despite being a fully paid Warranty *********** the end, ***************************************** has refused to honor my claim and now the repair shop is stuck with my vehicle which I have not had for 3 months. I am being forced to make payments on a vehicle which is not operable until they fix it. I need you to help me resolve this issue or these people do not need to be selling Warranties in ********Attached is the contact and contract information - Beware, they take an hour to answer the phone.**** ******* **************.

  

  Business Response

  Date: 03/07/2025

  Dear ********************************** is in response to your Better Business Bureau complaint regarding a recent engine claim.We thank you for your patience while this matter was under review.
  
  Please note that vehicle service contract (***) is a contract and not an insurance policy, warranty,or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On March 7, 2025, we spoke on the phone.  We advised you that *********** **** reported that the engine severely overheated,water pump failed causing damage to engine. We sent an independent inspection agency to document and verify ***************** findings. The independent inspection agency verify that the engine block and both cylinder heads are warped beyond the manufacturer's specifications. We advised you that the only way the cylinder heads and engine block change shape is due to continued operation in an overheated condition.  We advised that we must abide by the terms and conditions of the **** the *** exclude failures due to continued operation in an overheated state.
  
                  We advised you that if the repair facility can provide new information indicating a failure to the warning system, or a document from the manufacture that indicates that the cylinder heads and engine block will warp during normal operation of the vehicle we can rereview the claim at that time.
  
  The *** states:
  
  General Contract Exclusions
  
  2. Any mechanical breakdown or damage resulting from continued operation, such as not stopping your vehicle immediately or having it towed, or caused by your failure to take reasonable precautions to prevent further damage when an apparent problem exists (see required maintenance).
  
  Unfortunately,WSMC will not be able to assist with the engine replacement claim.  If the repair facility can provide new information,we can rereview the claim.
  
  Best regards,
  *******************************************
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23028230
  
  I am rejecting this response because:

   

  The malfunction of the Water Pump caused the overheating.  I operated my vehicle normally and deny that I operated beyond normal capacity.  There is no indicator light or warning that the Water Pump malfunctioned.  It is a causational issue.  From my understanding, there were several recalls on this vehicle which may involve the malfunction of the Water Pump as well.  

  Additionally, my claim may be denied because I submitted a claim for the malfunction in my AC system which they honored previously without 3rd party review or hesitation about 3 months prior to this claim.  They may be treating me like this because I had already filed a claim on this vehicle.  When I filed that first claim for the ********* the mechanic never discussed or determined that the water pump was malfunctioning or on the verge of the same.

  Finally, my Warranty is fully paid for through my finance company.  So Warranty Solutions has received full payment for services and should not be denying my claims.  They are using an obscure provision in the exclusions paragraph to determine that I operated the vehicle beyond capacity because of the condition of certain parts.  That is a falsehood and again, there is no indication or indicator light other than the temperature gauge.  When the indicator came on, I immediately stopped operating the vehicle not knowing that the heads had warped.  I had the car towed to the shop rather than drive it there.

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/21/2025

  Dear Mr. ********************************************************************************************************** The evidence provided by **************** and verified by an independent inspection agency indicates that the vehicle was continually operated in a severely overheated state. This is indicated by the metal of the engine block and cylinder heads to warp beyond the manufacture specifications. If a repair facility can demonstrate a failure to the warning system or provide documentation from the manufacture that the engine block and cylinder heads will warp under normal operating conditions or that the warning system will not notify the driver when the vehicle is overheating, we can rereview the claim at that time.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/26/2024 9:54 EST I had to take my vehicle in for repairs and was told I needed a new transmission. After warranty Solutions first took a week to approve the vehicle it has been another month since being repaired. I am now entering the third month without vehicle. I also made certain to tell the repair company I was moving.I then had to fight to extend my rental vehicle which they first assured would not be a problem. I asked to speak to a manager and was hung up on twice.Ultimately Warranty Solutions accepts no responsibility to ensure the vehicle is receiving repairs and has no way to help the customer. They place the blame with ********* of this writing I do not recommend this company and its treatment of myself and its business with my vehicle. Potential Lawsuit

  

  Business Response

  Date: 12/27/2024

  Dear Mr. ************************************************************************************************************ We received your Better Business Bureau complaint regarding a transmission claim.  We thank you for your patience while this matter is under review.
  
                  Please note that the vehicle service contract (VSC) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****
  
  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On December 27, 2024, we called you and advised that the transmission claim is adjudicated within the terms and conditions of the **** Regarding getting your vehicle repaired in a timely manner we have no control over the repair facility, we are limited to the terms and conditions of the **** **** is only the administrator of the ****  During the phone call you mentioned there were some concerns regarding our employees phone etiquette.  The phone calls will be reviewed by management and handled accordingly.
  
  
  The VSC states:
  
  ADDED COVERAGES
  The following coverages are included at no additional cost to You:
  
  CAR RENTAL: If Your Approved Vehicle becomes inoperative due to a Mechanical Breakdown that is covered by this Contract or any repair being covered under a manufacturer's warranty, We will pay for Car Rental reimbursement up to $40 per day, not to exceed a total of $240 for any one (1)period. Car Rental will be based on the number of labor hours approved for the Mechanical Breakdown repair. Each eight (8) hours or portion thereof of approved labor counts as one (1) day Car Rental. In the event the Approved Vehicle needs to be inspected by Us, We will pay up to an additional two (2)days Car Rental. If parts must be ordered, We will pay up to an additional two (2) days Car Rental. Car Rental is not provided for delays because of shop scheduling or for work not covered by this Contract. Car Rental will be reimbursed only upon receipt of an invoice from a licensed car rental agency.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extend warranty with the company and they not trying to replace my engine

  

  Business Response

  Date: 11/20/2024

  Dear Mr. ********************************************************************************************************* This is in response to your Better Business Bureau complaint regarding a recent engine claim.  We thank you for patience while this matter was under review.
  
                  Please note that vehicle service contract (VSC) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ***. It is ***** role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the ***. The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On November 19, 2024, we spoke to you on the phone.  We advised you that after reviewing the claim file it was determined that the engine claim was adjudicated within the terms and conditions of the **** We advised that the invoices that were provided to **** indicates that there has been an ongoing engine concern while the vehicle was under the manufactures powertrain warranty. The *** excludes coverage when the covered under manufacture warranty whether collectible or not. In accordance with the terms and conditions of the **** WSMC will not be able to assist with the engine replacement.
  
  The VSC states:
  
  General Contract Exclusions
  
  
  24. Any Mechanical Breakdown covered by any limited warranty, manufacturers warranty, manufacturers and/or dealer customer assistance program, repairers guarantee, road club, or any other guarantee, warranty, or insurance policy, whether collectible or not.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 23, 2024, my car was towed to **** ********* ****** for repairs. The transmission was ultimately replaced. Warranty Solutions did cover the cost of repairs. However, I was required by Warranty Solutions to submit pictures of the torn down transmission before they would consent to do repairs. Warranty Solutions will not pay for the pictures, but the contract states they would provide someone to examine it before repairs are made. Why do I have to assume these costs to save Warranty Solutions money? They should have sent out a service person. This is unreasonable and unfair to consumers, since you say you cover all costs of the repair.

  

  Business Response

  Date: 10/15/2024

  Dear *** and Mrs. ******************************************************************************************************** This is response to your Better Business Bureau complaint regarding the eligible labor amount of transmission claim.  We thank you for your patience while this matter was under review.
  
                  On October 15, 2024, we called you and we discussed the eligible labor. It was determined that the claim was adjudicated within the terms and conditions of the vehicle service contract. The vehicle service contract allows for labor amounts as indicated by current addition of nationally recognized labor guides.
  
  The invoice states line #1 is for diagnostic labor time and sending photos for $340.00. At ******** Toyotas labor rate this indicates 1.8 hours of labor. 
  
  The invoice states line 3 is for the transmission replacement for $2,060.96 in labor. At ******** ******* labor rate this indicates ***** hours of labor.
  
  As verified by national recognized labor guide, Warranty Solution authorized 7.5 hours of labor to replace the transmission, 1.8 hours of labor for diagnoses, .6 hours of labor to flush the transmission fluid, and .95 hours of labor to remove the transmission pan.
  
  As indicated by the invoice, the photos needed for verification of the internal transmission failure is part of the repair facility diagnosis, 1.8 hours of labor.   Warranty Solutions authorized 1.8 hours of labor for diagnosis.
  
  The vehicle service contract states:
  
  Payment of Mechanical Repairs
  
  We will pay for the reasonable cost or reimburse You for the reasonable cost to repair a covered Mechanical Breakdown (diagnostic and repair time are allowed only for Covered Repairs and as indicated in a current edition of a *******, Motor, ********, or AllData labor guide), when repaired by a state licensed repair facility.
  
  
                  Unfortunately,Warranty Solutions is not able to keep the repair facilities from charging more than what the vehicle service contract allows for coverage. 
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************