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:10/08/2024

  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.

   
  Complaint: 22396925
  
  I am rejecting this response because:

  I have sent what info I have, but I think they need to contact Santander to get the correspondence between them. I have only been verbally told about communication. Santander said they when they contacted Warranty Solutions that they would stay on hold and never could talk to anyone.
  
  Sincerely,
  
  ******** *******

  known, I would have taken care of it. I do not feel that it is fair that both Santander and Warranty Solutions dropped the ball, but it is now my place to pay. *** was purchased for this kind of reason. I don't know what to do. I contacted both companies numerous times, stayed on hold 15, 30, and even 45 minutes. I have asked ********* who issued the check in the amount of $12,437.33, no answer. I have asked if it was an accounting error, no answer other that call customer service. If you are told that they are going to take care of it then it is on them to do it. I should not be held responsible for the balance owed of $12,399.67 because of their failure to do their job and I would think that Warranty Solutions could understand the mix up and pay the balance.

  

  Business Response

  Date: 10/14/2024

  Dear Ms. ********************************************************************************************************** This is in response your Better Business Bureau complaint. We thank you for patience while this matter was under review.
  
                  The *** Waiver requires that a request of *** waiver benefit must be submitted within 90-days of the primary insurance settlement check date.  We did not receive a request for *** waiver benefit within the 90-day requirement.
  
                  On October 10 and 11, we called you and left messages.  On October 11, 2024, we emailed you asking that you provide evidence that someone contact the *** department to initiate a *** claim within the 90-day requirement. We also, we requested proof that you were notified that the loan was paid off and then later was advised that the loan was paid off in error.
  
  The *** waiver states:
  
  Requesting Benefits
  
  Total Loss In the event of a Total Loss, You must keep Your account current until the Deficiency is settled.Request for a Deficiency determination must be submitted within 90 days from ***************** settlement check date or if there is no ***************** as of the Date of Loss, 90 days from the Date of Loss. Any request for a Deficiency submitted after the 90 day period is void.
  
                  We apologize for delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  

  Business Response

  Date: 10/23/2024

  Dear Ms. ********************************************************************************************************** On October 16, 2024, we spoke to you on the phone. We advised that after management review of the circumstances of the claim we will allow 30 days for you to gather the required documents for the *** claim. The *** claim Waiver states that the contract holder shall provide the required documents.
  
                  On October 22, 2024, you provided some of the required documents to your claim specialist.   Currently, we are needing an insurance cause of loss letter, insurance settlement breakdown, insurance valuation report, and service contract, service contract refund amount.
  
  The *** Waiver states:
  
  Requesting Benefits
  
  Total Loss In the event of a Total Loss, You must keep Your account current until the Deficiency is settled.Request for a Deficiency determination must be submitted within 90 days from ***************** settlement check date or if there is no ***************** as of the Date of Loss, 90 days from the Date of Loss. Any request for a Deficiency submitted after the 90-day period is void.
  
  You shall provide the following documentation to the Program Administrator.
  
  
  If you have any questions regarding your claim, you can contact your claim specialist.
  
  Best regards,
  *******************************************
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22396925
  
  I am rejecting this response because:

  I sent the repair estimate which has the adjuster's name, milage, date of loss, etc. Also sent a statement with the Prod Proceeds being paid on 4/11/2024 in the amount of $1285.38. I sent 5 documents and asked the guy to let me know if that was everything needed.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 10/31/2024

  i do need to send the documents requested. I am waiting on Progressive to send those to me. 

  Customer Answer

  Date: 11/05/2024

  All Documents have been sent and they are supposed to cut a check to *********************** this week. It is not the full amount because they deducted deductible, service contract, etc. It left a little over $3000.00 owed, which is must better than $13,299.00.

  Customer Answer

  Date: 11/19/2024

  First, I want to say Thank You for helping me in this matter. Warranty Solutions has worked with me, and they sent payment to *********. It was not full amount, but it helps alot. So I would say this matter can be closed. As for *********, they just keep hitting me. They got the check and then instead of applying to payoff, they applied to interest, late fees and then balance. Then they did a charge off to my credit for the whole amount, not what is left. So my credit has now taken another hit. Sad thing is that they don't even contact you.

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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 had a warranty through Warranty solutions that expired on September 30, 2024. I discovered my vehicle was leaking coolant and also started to shake when close to shifting so I went online to the dealership Sunday at the first sign of the issues which was September 29th and made the first available appointment which was for October 15th. I actually called during business hours and was able to get it in on Tuesday October 1st and they would try to fit me in somewhere. I told them I had a warranty and left the paperwork with them. They called me on Wednesday after the first issue was diagnosed and said they contacted Warranty solutions and they said my warranty had expired 2 days earlier. My complaint is I made the appointment before the warranty was expired for the first available time and they were not able to service it until after the warranty expired. The problem existed ahead of the expiration and through no fault of my own, the dealership could not diagnose the issues and file a claim ahead of the expiration. I did contact Warranty Solutions and spoke to a customer service *** and an adjuster but neither provided any help.

  

  Business Response

  Date: 10/09/2024

  Dear Mr. Trigg,
  
                  This
  is in response to your Better Business Bureau complaint regarding needing to
  file a claim on an expired contract.  We
  thank you for your patience while this matter was under review.
  
                  On
  October 4, 2024, we spoke on the phone. 
  You advised that you have proof that failure and that you made an
  appointment prior to the service contract expiration date.  After reviewing the evidence that you
  supplied us, it was determined that we would proceed with the claim.  On October 8, 2024, Warranty Solutions spoke
  to the repair facility and authorized the eligible amount for the claim.
  
                  We
  apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  [email protected]

• Initial Complaint

  Date:09/30/2024

  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.
  
  Sincerely,
  
  ***** **********from upper management at this time.**The inspection report was too large to upload to this complaint, but I can provide the full inspection report as well as detailed pictures outlining everything.

  

  Business Response

  Date: 10/04/2024

  Dear Mr. ************************************************************************************************************* This is in response to your Better Business Bureau complaint regarding the transfer case and axle claim. We thank you for your patience while this matter was under review.
  
  On September *******, we contacted you and advised that your claim is under review.    After reviewing the claim file, it was determined to proceed with the claim for the transfer case and axle.  On October ******, we contacted the repair facility and authorized the transfer case and axle replacement.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:09/25/2024

  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.

  The first the issue occurred in February 2024, dealership stated that warranty did not cover all repairs, and I had to pay an out-of-pocket expense to get car repaired. This is the same issue that was supposed to be resolved the first time and warranty company/dealership is stating the repairs will not be covered and have to pay out of pocket for the entire repair.

  

  Business Response

  Date: 09/27/2024

  Dear Mr. ************************************************************************************************************* This is in response to the Better Business Bureau complaint you file regarding your recent engine claim.  We thank you for patience while this matter was under review.
  
                  On September 26, 2024, we spoke on the phone. Currently, we are waiting for the repair facility to verify the cause of failure and extent of damage to the engine.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:08/26/2024

  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.
  
  Sincerely,
  
  *******************This is my final attempt to resolve this before I file a small claims case. I have done everything you asked and provided all of the necessary paperwork. Please process payment for this claim immediately. If I do not hear from you this week, I will proceed with filing court documents.

  

  Business Response

  Date: 08/28/2024

  Dear ****************
  
                  We received a Better Business Bureau complaint regarding your *** claim. We thank you for your patience while this matter was under review.
  
                  On August 28, 2024, we called you and advised that we received all the documents on August 19, 2024.  The *** claim was completed on August 27, 2024.  We went advised you of the eligible *** claim amount, the check will be mailed to the lien holder.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:08/15/2024

  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.

  Claim denied. 1st reason: I was missing service records because they were saying that my vehicle required the oil to be due at every 5000 miles. Not true. My car uses full synthetic oil. Oil changes requirement for full synthetic oil is every ***** miles!!! 2nd denial: I was missing service records from ****** miles to ******* miles. I found the invoice that covered that gap and showed that I had the oil changed again at ******* miles. Now I'm thinking, I've given them everything they've ask for so now I should be good to go. Well, no!! 3rd denial: Failure to maintain service on vehicle! because, now there saying that back in 2021, when I got my oil changed at ****** miles, which was only 7months and 7889 miles later and well under the 12mo/*****-mile oil change requirement, that I did not have the vehicle serviced again until 04/15/2022, which is 3weeks and 500 miles past the 12mo/10,000 mile requirement; Implying that I had not had my vehicle serviced or inspected at all during that time. I explained to them and also provided receipts/documentation that I took the vehicle in on 10/12/2021 and had a Complete Vehicle Inspection Done. This Inspection is a very detailed inspection that involves the inspection of the engine for leaks damage and maintenance requirements, as well as oil levels. Well apparently, ********* did not do the oil change at that time because the oil quantity and quality was good an no oil change was needed. I took my vehicle back approximately 6 months and ***** miles later had had the oil changed. Then again at ******* and approximate 7000 miles later, then again at 3 months and ***** miles later and again at ******* and 5229 miles later!!! So, to hear the adjustor say that I failed to maintain the service on my vehicle is ridiculous! If anything, the vehicle was over serviced! I had this car for approximately 3 years, only put about ****** miles on it and have had 5 oil changes!! I'm a licensed mechanic! I take care of my vehicles!

  

  Business Response

  Date: 08/21/2024

  
  Dear ****************,
  
                  We received your Better Business Bureau complaint regarding your recent engine claim.  We thank you for patience while this matter was under review.
  
                  On August 16, 2024, we called you and left a message that the claim file was under upper management review. The vehicle service contract requires that the vehicle be maintained in accordance with the manufactures maintenance requirements.  On August 21, 2024, we called and left you a message and we emailed you advising that after upper management review of the claim file it was decided to proceed with the claim within the terms and conditions of the vehicle service contract. A claim adjuster will be reaching out to the repair facility and proceeding with the claim within the terms and conditions of the vehicle service contract.
  
  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service 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: 22143978
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 08/15/2024

  Dear Mr. ****************** is in response regarding your Better Business Bureau complaint that a third party keeps calling you.  We thank you for your patience while this matter was under review.
  
                  On August 15, 2024, we emailed you advising that Warranty Solutions Management Corporation (WSMC) does not us a third party to contact customers.  WSMC vehicle service contracts are sold at the participating dealership when a vehicle is purchased.
  
                  We apologize for any frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:08/12/2024

  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.
  
  Sincerely,
  
  *****************************ve been told this by several different employees two of which their names are ***** and ****. ***** is EXTREMELY RUDE by the way. Why do different people keep telling me days apart that they must put me on hold to enter receipts in the system? I spoke to ***** on 8/7/24 and he was supposedly entering them in the system after they sat in his email inbox since 7/30/24, well today when I spoke to another gentlemen he said he has to put me on hold to enter them into the system. All around very poor customer service. No one bothered to pick up the phone to contact me about the solution, missing vehicle information, NOTHING! I have been without a car for over a month!

  

  Business Response

  Date: 08/16/2024

  Dear **************,
  
                  We received your Better Business Bureau complaint regarding your recent engine claim.  We thank you for patience while this matter was under review.
  
                  On August 15, 2024, we spoke on the phone and advised that the claim was under review regarding your maintenance records. The vehicle service contract requires that the vehicle be maintain in accordance with the manufacturers maintenance requirements. On August 16, 2024, we spoke on the phone and advised that after reviewing the maintenance records that you provided, we found the records are acceptable and we are proceeding with the engine claim.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:08/01/2024

  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 missed the 7-day window to respond but would like to continue the complaint process.  Warranty Solutions corporate office under the name ************ called to advise that they looked over the case and decided to pay the claim.  They did not cover the entire cost of the engine replacement but covered the majority of the cost. 

  h Warranty Solutions. The warranty company was asking for additional maintenance records which I got and sent in. The warranty company requested a second tear down at my expense to go further into the engine to determine if the piston rings had carbon buildup. The second tear down was completed and the inspector came back out. The root cause of the engine failure is piston ring failure in the rear cylinder 3 and 4 which were cracked and caused the burning of oil which lead to lack of lubrication. Cylinders 1 and 2 are good. The new service advisor has been speaking with **** at Warranty Solutions who told him that the second tear down needed to be done to rule out carbon buildup which the inspection showed no carbon buildup. On 8/1/24, **** told the service advisor that they are denying the claim based on lack of lubrication. The Service Advisor stated that the root cause of the engine failure is the piston rings and that the claim should be covered. They are trying to get out of paying

  

  Business Response

  Date: 08/07/2024

  Dear ********************,
  
                  This is in response to your Better Business Bureau complaint regarding the recent engine claim.  We thank you for your patience while this matter was under review.
  
                  On August 2, 2024, we spoke to you on the phone and advised that the claim file was under upper management review. On August 7, 2024, we spoke to you on the phone and advised that we authorized the eligible amount for the engine claim.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

  

  Business Response

  Date: 08/21/2024

  Dear ********************,
  
                  Regarding the authorized amount of the engine claim. We cannot stop a repair facility from charging more than what the vehicle service contract will allow.  To verify eligible amounts of parts and labor, we use national recognized parts and labor guides to determine the parts and labor eligible amounts. 
  
  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).
  
  
  Best regards,
  ****************************

• Initial Complaint

  Date:07/27/2024

  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.

  February 9, 2023 paid them $3499.00 on 6/23/2020 for the 5 Star Warranty 5yr / 60k miles warranty coverage ends 6/23/2025 or ******* miles This is by far the worst warranty company EVER. on February 9, 2023 I took my ****************** for service because of serval noises, check engine lights, sunroof clicking, and transmission issues.After evaluation **** stated that I needed a new motor. Warranty Solutions sent their inspector rep out to view the truck claim and denied the claim because the battery was disconnected. So I called back and had them send someone else out. Which they also denied the claim. This time stating its not enough nor sufficient evidence to support the tech's claim of needing a new motor. They Requested a motor break down authorization from me to further figure out the problem but also told me it will be at my total expense even if the claim was denied again. I agreed so I could get my truck repaired and back asap as we just hit the one year **** of my truck being at the dealership and still not fixed. No rental car was offered or rental reimbursement the entire time. i call and get the Supervisor of Claims and also the Service Manger and Tech from **** on the phone all together to figure out this issue of who is not doing what. The Tech described how he showed the inspector the issue of multiple scorched cylinders due to a failed oil pump. The tech also stated how the inspector ignored what was said to him and the inspector deleted the video recording he was making once the technician started talking and explaining. Claim Denied Again! I am beyond frustrated at this point. I have been paying my monthly note for a year and sometime now and i still don't have my truck fixed nor back. The truck is still under warranty. My truck has been sitting there dry rotting out in the elements for over a year now and there no telling what else is wrong with it or stolen off of it . I am seeking a complete replacement

  

  Business Response

  Date: 08/01/2024

  Dear ************************************************************************************************************************ This is response to your Better Business Bureau complaint.  We thank you for your patience while this matter is under review.
  
                  On July 30, 2024, we spoke on the phone, advised that the claim file is under review by management.  Currently, we have called and left messages for AutoNation Ford.  We are needing information from them for the management review of the claim file.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************