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:10/03/2023

  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.

  Vehicle Warranty purchased 7/11/20 for used **** F150 with 86k miles.4 star plus coverage.The truck stopped running correctly, would stall, have low power, and check engine light came on. Brought to a repair facility where low compression was found on cylinder 7/ fouled spark plug. Upon tear down of the motor, piston damage has occurred and cylinder walls have been scored due to a bad piston ring. Among others. The piston ring has clear damage and the repair facility is unable to get measurement specs that the warranty company is asking for due to the damaged piston ring. Warranty company is denying the claim due to carbon buildup.After several attempts of sharing 50+ photos of damage and (4) third party inspections later, claim is still denied. Even the inspection report says unable to obtain proper measurements because of overlapped piston ring. The repair facility is stating that the cause of failure is the piston ring and the warranty company is not agreeing because they aren't able to obtain measurements.I am currently in the process of appealing the claim and am consulting with an attorney.

  

  Business Response

  Date: 10/10/2023

  Dear **************,
  
  
                  On October 10, 2023, we called you regarding your concern with an engine claim.You advised us that the engine claim has been resolved. 
  
  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:09/30/2023

  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.

  Received a call from ************ explain this was resulting from one claim and we haven't had our car in months he advised he will review everything and give us a call back. Will notify BBB soon as we hear back from the company.r voicemails for WEEKS NO CALL BACK. I recorded most of all the calls they have told me MULTIPLE TIMES I had a new motor put in and it should be under warranty (NOT TRUE). They told me sludge was found in the motor at the first shop and it voids my warranty (NOT TRUE) they even approved the car to be fixed at the first shop then advised me to tow it to the dealership. Warranty Solutions just keep spinning me in circles its been 7 months and I started recording calls of telling me conflicting things because this is impossible to believe what they are doing I HAD TO GET PROOF. We literally was on the phone and they are telling me sludge was found in my motor until i gave them the time stamp of when the call was made and offered to email the recording after verifying no sludge was found in ************.Then they tell me well the claim its already denied and I have to speak to a supervisor. FOR MONTHS SUPERVISOR IS BUSY OR AT LUNCH I GET TRANSFERRED TO THEIR VOICEMAIL AND NO CALL BACK.

  

  Business Response

  Date: 10/10/2023

  Dear ********************,
  
                  On October 10, 2023, we spoke to you on the phone and advised that we just received your Better Business Bureau complaint and we are starting the review process.  We thank you for your patience while your claim file is under review.
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 10/20/2023

  THIS MATTER IS STILL NOT RESOLVED THE ****** DEALERSHIP ADVISED ME TO CALL THE NEWS STATIONS THE LATEST UPDATE DESPITE WHAT THE ****** DEALERSHIP IS TELLING THE WARRANTY COMPANY  THE WARRANTY COMPANY INSISTED ON SENDING ANOTHER INDEPENDENT INSPECTOR OUT IN WHICH HE HAD DIRECT ORDERS OF WHAT TO LOOK FOR AND TAKE PICTURES OF. I HOPE THIS CAN FINALLY BE RESOLVED AFTER 7 MONTHS OF THEM HAVING THE **** *********** FROM THE WARRANTY COMPANY DID SAY HE IS SPEAKING WITH THE DIRECTOR OF THE WARRANTY COMPANY TO SEE IF HE WILL PROVIDE AN EXPLANATION FOR

  1. THIS TAKING 7 PLUS MONTHS.

  2. WHY NO SUPERVISORS EVER GOT ON THE ***** OR RETURN A CALL UNTIL I FILED COMPLIANT WITH BBB

  3. WHY DID WARRANTY COMPANY TELL ME MULTIPLE TIMES MY MOTOR WAS REPLACED NOTHING THEY CAN DO BUT HAVE ME LEAVE VOICEMAIL FOR SUPERVISOR FOR WEEKS

  4. WHY DID WARRANTY COMPANY TELL ME MULTIPLE TIMES SLUDGE WAS FOUND IN MY MOTOR UNTIL A REP TOOK TIME TO THOROUGHLY READ NOTES AND DETERMINE THATS NOT TRUE

  5. WHY WAS I ADVISED A PART WAS PUT ON INCORRECT WHEN THE PART ONLY BOLTS IN ONE WAY ALSO WHEN ASK HOW DO THE WARRANTY COMPANY DETERMINE WHAT **** IS TELLING THE ***** THEY ADVISED THEY GO OFF THE **** OF THE **** WHERE THE *** IS LOCATED THEN ADVISED ME THE **** THAT ADVISED THEM THE PART WAS PUT ON INCORRECT IS NOT TRUST WORTHY ADVISED ME TO TOW THE *** TO ANOTHER DEALERSHIP WHERE THE *** IS AT CURRENTLY WHICH ADVISED DIFFERENTLY. ALSO THE RECOMMENDATION FROM THE FIRST **** AFTER MAKING REPAIRS ADVISE THE REPAIR WILL NOT FIX THE *** IT HAS AN ETERNAL ISSUE THE EXACT SAME THING THE DEALERSHIP IS SAYING AN INTERNAL ISSUE

  6.WHY WAS I ADVISED TO TOW *** TO SO MANY ****S

  

  Business Response

  Date: 10/24/2023

  ********************
  
                  This is in response to your Better Business Bureau complaint. We thank you for your patience while the claim file was under review.
  
                  Please note that vehicle service contract (***) is a contract and not an insurance policy 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 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 30, 2023, Affordable Tire and ************ reported failure of the *** solenoids and camshaft sensors.  WSMC authorized the repair for the *** solenoid and camshaft sensor. On April 6, 2023,Affordable Tire and ************ reported that the vehicle was still having issue and they found failure of the timing control actuator.  WSMC authorized the repair for the timing control actuator.  On May 11, 2023,Affordable tire and ************ reported that the vehicle is still having issue and they are going to advise the contract holder to take the vehicle to a ****** Dealer.
  
                  On May 19, 2023, *********** reported VTC control module internally failed.  WSMC authorized the repair. On May 26, 2023,*********** reported that the target sensor, timing camshaft sprocket, and oil seal damage by improper repair from previous repair facility. WSMC advised that improper repairs are not eligible per the terms and conditions of the vehicle service contract. On July 18,2023, an independent inspection agency documented the failures that *********** reported. The independent inspection agency documented that failures are consistent with improper repairs. On July 25, 2023, ******************** called WSMC stating that he is going to move the vehicle. 
  
                  On July 25, 2023, ******************* reported damage to the camshaft sprocket.  WSMC advised ******************* of the denial of the camshaft sprocket for improper repair. On October 20,2023, WSMC sent another independent inspection agency out to document the failures that ******************* is reporting. ******************* showed evidence to allow Warranty Solutions to proceed with the claim within the terms and conditions of the ****
  
                  On October 20, 2023, we called ********************, we advised him that we are proceeding with the claim.  The claim has been authorized.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  ****************************

  Customer Answer

  Date: 10/25/2023

  We are currently waiting for the car to be fixed. The brief overview is provideded is not entirely true we was advised to take car to different shops and also advise by the warranty company they did not trust ********** ect.... I'm currently waiting on the repair to be made and thankful the warranty company have finally approved the repair we have been without this car 7 months. Also within the 7 months my call log can show the number of calls vs the number of call backs and all the long holds ect... But I am just hoping I get the car back fixed at this time .

• Initial Complaint

  Date:08/16/2023

  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,
  
  *******************************

  

  Business Response

  Date: 08/24/2023

  Dear ********************,
  
                  This is in response to your Better Business Bureau complaint regarding the recent engine claim. We thank you for your patience while the claim file 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 August 17, 2023, we spoke to you and advised that the claim file is under review.  We reviewed your claim file with the **** department manager, the delay was caused by the repair facilitys inability to advise the cause of failure to the scored cylinder walls on cylinder number eight of the engine. After reviewing the claim file, it was decided to proceed with the claim and submit it to the insurance carrier for their review. On August 22, 2023, we called you and advised that we are sending the claim file to the insurance carrier for their review.
  
                  On August 24, 2023, the insurance carrier approved proceeding with the claim. We called the repair facility and authorized the claim within the terms and conditions of the contract.
  
  We apologize for any delay or frustration that you have experienced.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:08/14/2023

  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.

  We have 2 warranty policies for our 2007 GMC when we bought the call in full in 2015. working with warranty solutions when we have an applicable repair is always a nightmare. We are currently in the process of a repair and having the most difficult time with this organization. We speak to one person they say one thing and then we hear a different story. The repair shop has had our vehicle for over a week with no approval. The parts have been removed from the vehicle and they took pics as well and the parts are in great condition as the entire car. We have sent warranty solutions all the details on car and repairs, oil changes. When they initially asked us for the documents it was send the next day and then care was taken apart. We have a power train warranty that we bought in 2015 and have not used until now. We sent all records that warranty solutions asked us for and still as of 8/14 no approval and each time this company wants more. Warranty solutions continues this practice of denying claims and we have to stay on multiple phone calls and escalations to get what we are supposed to per what we bought and our contract. Warranty solutions has everything they asked for and are denying our coverage claim. We ask that Warranty solutions honor their word and ensure we are taken care of as customers.

  

  Business Response

  Date: 08/21/2023

  ************* El
  
                  This is in response to your Better Business Bureau complaint regarding the engine claim under your Limited Lifetime Warranty contract (****).  We thank you while your engine claim was under review.
  
  First, please note that **** is a contract and not an insurance policy 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 ****. 
  
  We reviewed your claim file with our WSMCs Claims Team and determined that the engine claim is eligible for coverage.  On August 16,2023, we called you and advised you that your claim file was under review.  During the review of the claim, Warranty Solutions noted that there were no maintenance receipts to support your maintenance log. The **** requires that the contract holder provides proof that the vehicle has been properly maintained. After further investigation, it was determined that there was enough evidence to support that the engine had been properly maintained. On August 18, 2023, we authorized the engine claim within the limits of the liability of the ****.
  
  The **** states:
  
  REQUIRED MAINTENANCE
  In order to keep this Warranty in force, You must maintain the Approved Vehicle in accordance with the manufacturers published maintenance requirements from the date You purchased the Approved Vehicle. You must follow the manufacturers severe use maintenance requirements, if applicable. Before any repair is authorized, We will require You to prove You have properly maintained the Approved Vehicle as required. You are responsible for retaining the receipts identifying the Approved Vehicle showing dates, mileage, services performed,year, make, model, and vehicle identification number (VIN), and providing them to the Administrator in the event of a claim . The performance of normal maintenance services is not covered by this Warranty. 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.
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:07/02/2023

  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.

  They covered their part of the warranty as was written. They did an excellent job once they were given the proper information they carried out on their duties and did it excellent.

  

  Business Response

  Date: 07/11/2023

  ************
  
                  This is in response to the Better Business Bureau complaint that was filed regarding your recent transmission claim. We thank you for patience while the claim file was under review.
  
                  Please note that vehicle service contract (***) is a contract and not an insurance policy 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 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 June 13, 2023, ************************************ reported a transmission concern.  An independent inspection agency documented that the transmission cooler line was leaking and created a low fluid condition for the transmission. The transmission cooler line is not listed for coverage on the ****  Warranty Solutions denied the transmission claim due to continued operation of the vehicle and a failure to keep proper fluid amount in the transmission.
  
                  On July 10, 2023, ************** was able to provide new evidence regarding the transmission claim. On July 11, 2023, Warranty Solutions management decided to proceed with the transmission claim.  ************** was give authorization and eligible amount of the transmission claim.
  
                  We apologize for delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:05/30/2023

  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# A230503309 AC compressor was denied even though there is a loud noice and vibration coming from the compressor showing it will be failing at any moment. Front struts make rattling noise while driving and needs to be replaced.

  

  Business Response

  Date: 06/05/2023

  ******************,
  
                  This is in response to your Better Business Bureau complaint regarding the denial of the air conditioning compressor and three suspension struts. 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 June 5, 2023, we spoke to you on the telephone. We advised that an independent inspection agency documented that ************************************* only showed a failure to the passenger side rear strut.  No failure was shown to the other three suspension struts and the air conditioning compressor. You advise us that you are going to take the vehicle to a different repair facility. If the repair facility can provide new information, we can rereview the claim at that time.  The repair facility will need to show a verified failure that meets the definition of a mechanical breakdown.
  
  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. This may include wear tolerances that are outside the manufacturers specifications that prevent the part from operating as designed. (see General Contract Exclusions) Non-covered parts are not covered.
  
  General Contract Exclusions
  
  3. The repair or replacement of any Covered Part if a Mechanical Breakdown has not occurred
  
  
  We apologize for any delay or frustration that you may have experienced.
  
  Best regard,
  ****************************

• Initial Complaint

  Date:04/08/2023

  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.

  Sirs; It's been over two weeks since the following message has been sent to you in addition to two previous messages. I demand that you send me formal notice of your rejection of my warranty claim. You indicated aftermarket engine alterations as your reasons. You must reject my claim formally, in writing, so I can proceed with my lawsuit immediately. This is is my fourth written communication to you in addition to several phone calls I have made. The dealer, ****************, as also reached out on several occasions to you. Please respond immediately. Heritage Indemnity Co.Warranty Solutions Disposition of my claim; *************************** ************** (text only)Application Contact Number: C153-210003761095 2010 Jeep Wrangler VIN: ***************** Current Location: **************** ********************************************************************* PH #************ Sirs, My Jeep has been in the garage for over three weeks without a repair solutions. Im told you have not acted because I cant find service records to date. I had no service records when I purchased the Jeep from **************** and when I paid $1995.00 for a warranty contract with your company. I might add that I borrow my significant others car for all work and errands. This I have done in good faith knowing I am covered under our mutual contract for a rent car up to $40/day not charged against your contract performance. In the event laches continues I will be forced to precede with legal action. In that case I will make a demand for full repair bill payment, car loan charges to possibly include punitive damages as well as compensatory damages. In this endeavor I will surely prevail. Thank you for your reply with due diligence.***************************

  

  Business Response

  Date: 04/13/2023

  *******************
  
                  This is in response to your complaint that you filed with the Better Business Bureau regarding the denial of the engine claim. In your Better Business Bureau complaint letter, you asked that we contact you by text. Our office phone system does not have the capability to text you. On April 13, 2023, we emailed you the below letter. We thank you for your patience while the matter was under review.
  
                  Please note it is Warranty Solutions Management Corporation (WSMC) function to determine if a mechanical breakdown is eligible for part and labor assistance according to the terms and conditions of the vehicle service contract (***).  We reviewed your claim file with our WSMC Claims Team and determined that the engine claim was adjusted correctly and according to the *** terms and conditions.  On March 17, 2023, an independent inspection agency documented that the vehicle has an aftermarket throttle body spacer installed between the throttle body and the intake manifold. A throttle body spacer allows more air volume and air velocity in the intake manifold; thus, increasing the performance of the engine. The *** excludes modification to the vehicle that are not original factory equipment. Unfortunately, WSMC will not be able to assist with the engine claim.
  
                  Regarding your request for a denial letter, our records indicate that you were emailed a denial letter on April 10, 2023. We have attached a copy of the denial letter and copy of your vehicle service contract.
  
  The vehicle service contract states:
  
  General Contract Exclusions
  
  12.Any vehicle modified or altered with, but not limited to, high performance and/or off-road equipment that is not original factory equipment, done before or after the Effective Date of this Contract.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:04/07/2023

  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: 19909515
  
  I am rejecting this response because of the original dispute that their was a necessary repair to a safety system (brakes), per the automotive service representative.  In addition, the reasons/rationale, and shifting of responsibility to the repair service provider as presented in the response is inconsistent with what was communicated to me, as further described below and documents the good faith effort I and the service facility pursued to provide ample time and opportunity for customer service in investigation of the claim to be more thoughtfully and thoroughly pursued.   

  The essence of my grievance is twofold.  First, the company repeatedly (at least 6 times) communicated to myself and the service facility that since the brake booster had not failed it was not covered.  It is a breach of faith, and presumably of contract, in my opinion to assert that this safety component of a vehicle should fail first before it will be covered.  Second, after almost two weeks of not be willing to cover the claim (and the car being unavailable to the owner[me]), the company representative, upon being contacted by the Better Business Bureau, asserted that the reason the claim was being denied was because a service bulletin had been found online indicating the diagnosis was likely not reliable, and disputing the service companys diagnosis and associated required repair.  To be clear, the service company indicated to me that a) the programming was confirmed to be up to date; and b) that the repair that was pursued addressed the clicking sound which would not have occurred if it was only a programming/control module issue.   By offering this diagnosis and assertion, Warranty Solutions is, in my opinion, attempting to shift the narrative and responsibility to avoid having to cover the claim.  It is also inconsistent with the contract terms relying on a reputable service companies diagnosis.  Below is the complete chronology and facts of the contract, service and communication.

  Chronology Related to Request for Warranty Claim for Brake Repair 
  
  November 21, 2021: Original contract effective date upon vehicle purchase. $2432 purchase price, 60 month. 
  March 29, 2023: Brake and vehicle warning lights illuminated; appointment made with *********************************************** 
  March 31: Vehicle brought to ************************** (SWC) for service. 
  -Diagnosis of brake booster need for repair and recommendation to not drive the vehicle until the repair was made because of safety/brake failure concern. 
  -Owner requested SWC contact Warranty Solutions (WS) to cover repair. 
  April 3: SWC informed owner that they contacted WS and WS was not willing to cover because the brake booster had not yet failed. 
  April 4: Owner contacted WS and they repeated the decision to deny the claim and reason-lack of failure.  Owner disputed decision, requested reconsideration and a second conversation with SWC to confirm diagnosis that a repair was needed.  Owner asked SWC to contact WS a second time. 
  April 5: SWC reported that they made contact with WS a second time reiterating that the brake booster needed to be replaced, was at risk of failure, and it was a serious safety concern.  WS denied the claim and repeated the reason. 
  April 6/7: Owner filed disputes with Better Business Bureau 
  April *****: Multiple discussions with *********************** from Warranty Solutions, Customer Satisfaction representative, by owner and SWC about the claim.  ************ reported that discussions had been pursued with management and the denial of the claim continued.   
  April 13: ************ requested that WS be permitted to send an inspector to verify SWC diagnosis.  On that same day, SWC was performing the repair at the owners direction, and upon learning that, SWC reported that WS solutions (************) reported that this is the end of the conversation.  That same day, ************ contacted owner to report the final decision to deny the claim.  No explanation was given as to why the company was not willing to send an inspector before this date. At this time, ************ communicated with me the same information as provided in the written response.  I discussed this with the service repair representative who reiterated that the technician/mechanic had confirmed that the programming was up to date.
  April 14: Owner picked up and paid for the repair. 

  In summary, the essence of this dispute is that the service provider diagnosed my car as being unsafe to drive because of the risk of brake booster failure.  Warranty Solutions disagreed with the diagnosis, and also communicated to me that "we do not do diagnosis". For every phone call for 10 days, the response was "claim denied, mechanical failure evidence not presented".  The contract I have relies on good faith communication between Warranty Solutions and the repair facility, and from my experience, that did not occur.  I continue to seek coverage under the warranty for the repair.

  Your attention to this matter is greatly appreciated. 
  

  Respectfully submitted, 
  
  *******************

  your assumption". So, the company is still refusing to cover the repair. This is unacceptable to me and in fact demonstrates negligence and disregard for basic safety. The service contract # is N27U-210003671490 and the last 8 #s of the *** are H4173081. I paid $2432 for the extended warranty.

  

  Business Response

  Date: 04/17/2023

  Dear ************:
  
              This is in response to the complaint you filed with the Better Business Bureau regarding the claim for the brake booster. We thank you for your patience while the matter was under review.
  
  Please note that the vehicle service contract (***) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solution 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 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.
  
              We reviewed the claim file and found that the brake booster claim was denied because ************************** (the repair facility) did not find the part failed but only reported that it was making a noise.   According to your vehicles manufacturer,there is a technical service bulleting (***) 20-NA-170 for this type of failure that needs to be performed first before the part is condemned/replaced.   The *** states to perform a software update to correct a noise issue from the brake booster. It further states not to replace the part due to noise but to perform a software update.  We contacted the repair facility to see if the software update had been performed and they stated that they were not aware of the *** and that they had already replaced the brake booster.  As you can see, the repair facility failed to follow the *** provided by the manufacturer.
  
  Since the repair facility failed to verify that the brake booster failed due to a mechanical breakdown, the claim was denied.  A noise from the brake booster does not meet the *** definition of a mechanical breakdown and the *** excludes coverage if a mechanical breakdown has not occurred. The *** states the following:
  
  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. This may include wear tolerances that are outside the manufacturers specifications that prevent the part from operating as designed. (see General Contract Exclusions) Non-covered parts are not covered.
  
  General Contract Exclusions
  
  3. The repair or replacement of any Covered Part if a Mechanical Breakdown has not occurred.
  
              Unfortunately, we are not able to assist with the brake booster replacement. However, if the repair facility can provide evidence that there is a mechanical breakdown of the brake booster, we can reassess the claim denial.
  
  I hope this explanation has been helpful to you.  If you have additional questions or need any other information, please do not hesitate to contact us at ****************************
  
  Best regards,
  
  Customer Care Dept.
  ****************************

• Initial Complaint

  Date:03/25/2023

  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 purchased a coverage package thru the dealership when I purchased my 2019 ***** Impala with Warranty solutions. My transmission went out twice. The second time it left me stranded in ******* (I live in **********) I called my insurance (progressive ) they only covered 25miles, it slipped my mind bout warranty solutions. Its was 12am and I pulled into a gas station in bad high crime area so I just call for a tow and paid out of pocket. I called warranty solutions a few days later once the dealership let me know I can be reimbursed by warranty solutions. I called them & got the run around since 9/7/2022 I called consistently they would send me to Allstate ********* ********** would send me back to warranty solutions. Customer reps constantly misdirected me in which had me mail my documents off to wrong addresses. I constantly ask to speak to a supervisor in which they said his name was *** and @times said they couldnt provide me his last name while communicating with him via email/text stating not to give me his last name. I became very persistent with my calls between WS ********** which lead to ******************* contacting me via email say they reimbursed me $125 when I paid $400 for a tow. And thats what theyre settling on. So from September to the end of March I got the run around & feel like the company is part time scammers. They have copy of my receipt and legit *********** info and still dont want to reimburse my whole $400.00 in which I need. I feel Ive been treated unfair , the process of trying to just **** down someone to give me answers been stressful. Some of the customers reps was very unprofessional & no help @ all, & has me wondering do they train the employees to take this such protocol ( give customer no answers/ help) I can not take a loss on the $400.00 I spent for a tow to get my car to dealership safe and sound from ******* ***************75 to Caewood dealership in **********) well 50miles away

  

  Business Response

  Date: 04/04/2023

  *************************
  2019 Chevrolet Impala
  VIN:  *****************
  Contract:  N155210003931519
  Claim:   A 220604853
  State:  MI
  Type of contract:  5 Star
  
  
  
  ****************:
  
                  This is in response to your Better Business Bureau complaint regarding the amount paid for towing.  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 or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****
  
                  On March 30, 2023, we spoke to you on the phone. We advised you that per the terms of the **** you are required to contact ************************** for roadside service assistance.  ******************** would have assisted with towing the vehicle up to 50 miles for $125.00.  Unfortunately, since you were stranded in a very bad area you were obliged to tow your vehicle without calling Roadside Assistance resulting in paying $400 to tow the vehicle.  This amount exceeds what is covered by Roadside Assistance, but a check for $125 has been provided to you which is the maximum amount allowed by Roadside assistance.
  
  The VSC states under ADDED COVERAGES, the following:
  
  ADDED COVERAGES
  The following coverages are included at no additional cost to ************************* If You require ************************** on the Approved Vehicle, please call ************. You may use ************************** no more than five (5) times in a calendar year. This service includes: (1) Towing the Approved Vehicle to your Issuing Dealer or the nearest state licensed repair facility in the event your vehicle is inoperable or to prevent further damage. Towing is provided up to a maximum of 50 miles. ******* charges over 50 miles and additional towing charges (winch outs, special equipment, etc.) are at Your expense.(emphasis added)
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:03/16/2023

  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 filed a total loss gap claim (#******) and everything was going smoothly until gap coverage didnt want to pay their portion of the balance! I didnt violate the terms and conditions and my lien holder as well as my insurance company is unsure as to why they wont pay! I called warranty solutions for an explanation and was told to refer to the terms and conditions. I asked to speak to a supervisor and they couldnt provide a supervisor! **************** is horrendous and no one can explain why my claim is being paid in full!!! I will never buy gap coverage again as it is a waste of money and time to have to fight to get a claim paid. I have my contract with the terms and conditions on it. I read through all of them and I cant find a violation.

  

  Business Response

  Date: 03/20/2023

  ****************:
  
                  This is in response to your Better Business Bureau complaint.  We thank you for patience while the matter was under review.
  
                   On March 17 & 20, 2023, we called *************** and left him messages. On March 20, 2023, we sent an email to **************** advising him of the terms and conditions that apply to the *** claim amount.
  
  We reviewed the claim file with our *** department management team and determined that your *** claim was overpaid by $28.00.  The *** claim amount was determined by using the amortize loan balance amount at the time of loss of $12,303.15, minus the insurance settlement check amount of $10,831.00,minus the vehicle service contract cancelation refund amount of $100.70, minus condition adjustment (for usage, usage is listed in the amounts not covered section of the *** contract) of $423.00, minus vehicle tax (taxes are is listed in amounts not covered section of the *** contract) of $649.86, minus $31.00 for title, registration and other fees (fees are listed in amounts not covered section of the *** contract). This is where the error occurred, the amount of $31.00 was entered into the claim as $3.00. The *** claim amount should have been $267.59 not $295.59. We will be honoring the *** claim amount of $295.59.
  
  The *** contract states:
  
  Amounts Not Covered
  
  3. prior unrepaired damage,salvage, rental, deductible recoverable from the at fault insurance carrier,towing, storage, usage, applicable taxes and fees.
  
  
                  We apologize for any delay of frustration that you may have experienced.
  
  Best regards,
  *******************************************