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:03/09/2023

  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 my truck out from its lease in december 2022, I opted for the extended warranty from this vendor specifically to cover **************** losses. A few days ago, my truck had a catastrophic failure that caused the engine to seize and now the engine must be replaced. The warranty company is doing everything it can to get out of paying citing exemptions that aren't in the contract. specifically, a line blew off the engine causing it to lose all its oil suddenly leading to the failure. They're saying they don't cover lines in the contract, which is fine, but it does not say if the lines lead to other issues they don't cover those issues. the contract specifically covers the failure or replacement of drive train or engines and I am asking them to cover the engine, as per the contract that i purchased.

  

  Business Response

  Date: 03/10/2023

  ****************
  
                  This is in response to your Better Business Bureau complaint regarding the recent denial of the engine claim.  We thank you for your patience while the claim was under review.
  
  First, 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.
  
  On March 10, 2023, we called you and advised that *********************** ************* initiated a claim stating that the engine oil cooler line ruptured causing the loss of engine oil which led to internal failure of the engine. The claim was denied since the engine failure was caused by engine oil cooler line and not due to a mechanical failure of the engine. The failure of the engine does not meet 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.
  
  We apologize for any delay or frustration that you may have experienced. Regrettably, due to the above facts,the claim was denied properly according to the terms and conditions of the *** and we are unable to assist in the repair of your vehicles engine.   If you disagree with the repair facility findings, we suggest for you to discuss with the repair facility what would need to be done to prove that the failure of the engine was not the result of loss of engine oil from the ruptured engine oil cooler line.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:03/02/2023

  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 this lifetime car warranty at the time I purchased my vehicle (2011 Range Rover) on 05/27/2015. I always get my service done through ********************. Any service repair that cost over about $4,000, warranty solutions usually sends an inspector out before the work is completed. Many times ** attempted not to pay, although the services are included within my contract. At one time, ** even requested my bill of sell...in an attempt to see if I even still own the vehicle. As a part of the ** contract, the contract is valid for a lifetime if I am the owner of the car. Every time my car is in for service, ** always tries to find a shady tactic not to pay. Which brings me to this instance. I took my vehicle in on December 9th as the engine was making a noise. After the service department concluded the problem was the timing chain, they informed **. They then said they would come out to inspect the vehicle but would need the engine to be disassembled. Therefore, the service department disassembled the engine, which is when they noticed a bolt had broken from the timing guide. At this point they informed **, who informed the service advisor that it is covered but they would still need to come out to perform their inspection. After 3 months of my car being at the dealership, ** finally showed up to perform their inspection and denied the service. This is unacceptable, Im tired of constantly going back and forth with this company, I purchased this warranty for car repairs. ** always tries to find a loophole, not to pay. The timing guide is what controls the timing chain (its a part of the timing chain kit), I dont care if its not in black in white. theres no way this part isnt covered. Im tired of why every claim must be so difficult?

  

  Business Response

  Date: 03/10/2023

  **************:
  
                  This is in response to your Better Business Bureau complaint regarding the recent denial of the timing chain components.  We thank you for your patience while the claim was under review.
  
                  First, please note that when you purchased your 2011 Range Rover, on or about May 27, 2015, from the dealer ********************* Limited (the dealer), the dealer provided you, at no charge, a Limited Lifetime Warranty (***). The obligor of the *** is ********************* Limited. However,the terms and conditions of the *** are administered by Warranty Solutions Management Corporation (WSMC). The *** only covers certain listed parts of the engine, transmission, and drive axle assemblies. 
  
  In conjunction with the ***, the dealer also sold you a *************** Contract (***). The *** is a contract and not an insurance policy, warranty, or guarantee. It is a separate product from the ***. The obligor of the *** is WS *********** Services Corporation. However, the terms and conditions of the *** are administered by WSMC. The *** covers mechanical and electrical operating parts of the vehicle that are not part of the vehicles powertrain and/or are not covered by the ***. However, the claim in question falls under the ***.
  
  Under both the *** and the ***, WSMCs role is to determine whether a mechanical breakdown[1] qualifies for coverage under the terms and conditions of the *** and ***. The *** and *** provide assistance in covering parts and labor costs in the event of a mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of a covered part 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. 
  
                  The claim that you bring to our attention falls under the *** since the problem is with the engine. This claim has been reviewed and we believe the claim was adjusted correctly and appropriately according to the terms and conditions of the ***.
  
  Additionally,as part of the adjudication process for *** claims and prior to authorizing the claim, there are several required steps to confirm verification of ownership of vehicle, maintenance verification that shows the vehicle has been properly maintained according to the manufacturers published maintenance requirements,and inspection of the failed part to verify the failure being reported. This is imperative in order to avoid fraudulent claims from being reported.   We assure you, as the administrator, we adjudicate claims as covered under the *** and *** terms and conditions.
  
  The claim in question was initiated   January 9, 2023, when WSMC received a telephone call from ***** in the service department at *****************.  ***** reported that the vehicle was brought into them with complaints of the engine knocking. After diagnosing the problem, the repair facility reported that it was a timing chain problem.   To verify the failure of the timing chain, an independent inspector was dispatched to the repair facility to verify the failure reported by the repair facility.  After the timing cover was removed and the timing components were exposed for the inspector the shops technician found one of the timing chain tensioner bolts had broken off causing the timing chain to stretch and timing components failure.  Thereafter, the claim was denied since the engine failure was caused by the timing chain guide broken/missing bolt and not due to a mechanical failure.The timing chain stretched due to the broken/missing timing chain guide bolt and not due to a mechanical breakdown of the timing chain.  This type of failure is not covered.     The independent inspectors report states:
  
  Failed Components and Extent of Damage
  TECH DEMONSTRATED TIMINGCHAIN GUIDE ON RIGHT SIDE THAT THERE IS A GUIDE BOLT MISSING AND GUIDE HAS EXCESSIVE PLAY. TRANS PAN SHOWSLONG TERM LEAK AND CONFIRMED BLOW BACK. UNABLETO VERIFY FAILURETO RADIO/AMP DUE TO LEVEL OF T/D. TECH GAVE LIST OF DTCS IN VEHICLEFOR LEAK DETECTIONPUMP AND CATALYTIC CONVERTERS. CATS P0420 CATALYST EFFICIENCY BELOW THRESHOLD BANK ONE, P0430 CATALYSTSYS EFFICIENCY BELOW THRESHOLD BANK 2,P0442 EVAP EMISSIONS SYTEMS LEAK DETECTEDSMALL LEAK.
  
  
  On March 7, 2023, we called you and advised you the timing chain did not fail due to a mechanical breakdown. After reviewing the claim phone calls, we did not find any evidence that supports that WSMC advised anyone that the timing chain components would be covered. In reference to the claim delay we found that the repair facility took a month to call in the claim and over a month for teardown of the engine. After the repair facility reported the disassembly of the engine to the point of failure the vehicle was set up for inspection (independent inspection agency). After WSMC received the inspection findings the claim was finalized within one day and the decision was communicated with the repair facility.
  
  Regrettably,due to the above facts, the claim was denied properly according to the terms and conditions of the *** and we are unable to assist in the repair of your vehicles engine.  
  
  Best regards,
  ****************************
  
  
  [1]   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 Warranty Exclusions) Non-covered parts are not covered. A Covered Part has failed when it can no longer perform the function for which it was designed soley due to its condition.

• Initial Complaint

  Date:01/03/2023

  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.

  My car I bought last December was destroyed in hurricane **** I have a rebate of. **** coming back from canceling my extended warranty on November 1st havent received yet although it was canceled. I feel Im getting the runaround. Any help is appreciated. Thanks so much *************************

  

  Business Response

  Date: 01/05/2023

  ****************
  
                  This is in response to your Better Business Bureau complaint regarding the cancelation of your vehicle service contract. We thank you for our patience while this matter was under review.
  
                  On January 5, 2022, we spoke on the phone. We advised you that per the terms and conditions of the contract there is no refund for your vehicle service contract.  Per the terms and conditions of the vehicle service contract claims are deducted from the cancelation refund amount. The claim total on the contract was more than the refund amount, thus equaling a no refund status. On December 29, 2022, Warranty Solutions faxed the selling dealer a document advising that there was no refund for the cancelation of your 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.
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regard,
  ****************************

• Initial Complaint

  Date:01/03/2023

  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.

  Warranty Solutions GAP services has denied coverage of GAP payments due to payment arrangements due to lost time regarding the pandemic.

  

  Business Response

  Date: 01/06/2023

  *************************************
  
                  This is in response to your Better Business Bureau complaint regarding your *** claim. We thank you for your patience while this matter was under review.
  
  On January 5,2023, we spoke on the phone. We advised you that after reviewing the *** claim it was determined that the *** claim was adjudicated correctly. The *** contract allows for coverage of outstanding balance as of the time of loss.  The contract defines outstanding balance as; the amount in **** currency as of the Date of Loss required to pay the Financial Agreement balance per the terms of the Financial Agreement as it existed on the Financial Agreement date listed on the first page of this Waiver.. This means we use the amortize balance as of the time of loss. The amortize balance at the time of loss is determined using information from the finance agreement at the time of sell. The amortize balance is the amount of the loan if all the payments are made on time, for the correct amount, and no additional charges are added to the loan.
  
                  The contract excludes amounts added to the loan, delinquent payments, past due amounts, late charges, and extension of maturity.
  
                  The amortize loan balance at the date of loss is $18,392.71.  ********************* settlement check is $20,526.68.  ********************* settlement check is more that the amortize balance, thus there is no *** on the claim.
  
  The *** contract states:
  
                  Definitions
  
  Outstanding Balance means the amount in **** currency as of the Date of Loss required to pay the Financial Agreement balance per the terms of the Financial Agreement as it existed on the Financial Agreement date listed on the first page of this Waiver. If the first payment is not scheduled and made within the first 45 days, or Deferred Payment Financing exists, then the Outstanding Balance means the calculated balance as of the Date of Loss based upon the presumption of equal monthly payments beginning 45 days after the date of the Financial Agreement amortized over no more than 84 months.
  
                  Limitations and Terms
  
                                  Amounts Not Covered
  
  2. amounts added to the loan/ Financial Agreement or lease amount financed after the purchase of the Motor Vehicle such as, prepaid finance charges, acquisition fees, unearned or future finance charges, rental charges, taxes, Delinquent Payments, past due amounts, late charges and extension of maturity.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18676893
  
  I am rejecting this response because:
  

  There were extenuating circumstances leading to the bank being required by law to provide extensions to all customer whether they asked for it or not.

  Your contract must reflect the extenuating circumstances on a world wide scale. At the time of loss, the capital balance owed was $23,507.84, insurance provider payed out $20,526.68.

  Making your company responsible for $2,981.16.
  

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

• Initial Complaint

  Date:12/06/2022

  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 made numerous attempts in asking this company to stop calling me or sending me notices for services i am not interested in and they have failed to take me off there do not call even though i have put myself on the do not call list through the *** which at this point is harassment that is the reason for my complaint my goal here is to have this company stop calling me or sending me notices thank you

  

  Business Response

  Date: 12/09/2022

  ******************
  
  Regarding your Better Business Bureau complaint.  It is not our business practices to make out bond sales phone calls. Our vehicle service contracts are sold at the dealership when the vehicle is purchased. I do not see in our phone records we have ever called you.  With this evidence and our business practices, we do not believe it is our company that is contacting you.
  
                  We apologize for any delay or frustration that you may have experienced while this matter was under review.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:11/21/2022

  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 am writing this to request reimbursement of car repairs that should have been covered by my warranty policy. I called on several occasions when my car needed service and was told my policy only covered engine, transmission, and axle work. I recently brought my vehicle to ********** located ************************************************************************ *************) they have informed me of a severe oil leak and over ******* in repairs. (This matter is being covered by a recent claim) As I inquired further about this claim, I was verifying my coverage and realized I had a contract plan that covers repairs that had been done to my vehicle at **************************** located ************************************************************************** and ************* of *******************************************. Due to this, I had to bear all the expenses on my own. I told the manager about it, and he asked me to apply for reimbursement. I was told only 1 of my invoices would be acceptable for "lack of knowledge" as a courtesy I am being reimbursed ****** for a lower control arm. In addition, I requested a rental vehicle today 11/21/2022 because my vehicle is waiting for parts and still being worked on. Currently, the reservation I have is not useful to me when I called the Enterprise in my area the soonest they had a vehicle is Wednesday 11/23/2022. It has been 6 days of phone calls and emails with Warranty solutions. I am beyond frustrated with this mistreatment of my claims and poor customer service. Why are you not helping your customers by informing them accurately on their coverage? I have attached a complete breakdown of all the expenses I have incurred. Please find the attached receipts for the bills I have paid.It is my humble request to you to please refund all the money I have paid as I am in dire need of the money.Please feel free to contact me if you want to know more about the expenses before refunding me the requested amount. Thank you so much for your cooperation and support. I am looking forward to your kind response.

  

  Business Response

  Date: 11/28/2022

  **********************
  
                  This is in response to your Better Business Bureau complaint.  We thank you for your patience while your claim file was under review.
  
                  On November 28, 2022, we spoke to you on the phone.  You advised us that the issue was already resolved, you had already spoke to a Warranty Solutions representative that discussed the terms and conditions of the contract.
  
  We apologize for delay or frustration that you experienced.
  
  Best regards
  *******************************************

• Initial Complaint

  Date:10/25/2022

  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.

  I purchased a Warranty Solutions Limited Lifetime Warranty - $100 Deductible Contract #************* for my 2012 528i ****VinWBAXG5C5XCDY29902. On September 23, 2022 my car had a warning light come on that said, *********** pressure: Stop carefully" and one that said "Drivetrain malf: Drive Moderately". The car was pulled over off the freeway at the first safe spot, which was 8 miles after the first indicator light. Car was towed to *********************** Center. A claim was filed and we were told my Warranty Solutions it was approved - however they came back and said they were declining the claim stating that at milage ***** a oil pressure fault code was indicated (that is 300 miles before this incident occurred). ************** provided Warranty Solutions, via verbally and in writing, supporting documentation including reports that explained "The F15 *** 528i is equipped with two systems that show faults; One is called Check Control Messages; this system is what alerts the driver to issues with the vehicle. These messages appear on the Infotainment screen and will also give an audible tone to alert the driver. The second system is a system that runs in the background and shows vehicle fault memory (DTC ******************* On this vehicle in particular we were able to pull both fault memory as well as Check Control Messages. In the vehicle fault memory, we can see an oil pressure fault going back 300 miles (at ******* Km), however when we cross-reference this to the Check Control Message history, we can see that the driver received NO alerts until just 8 miles ago (******* Km). We even went as far back as possible in the Check Control Message History and see NO alerts to the driver that show anything relative to the claim." I have asked repeatedly via email and by phone for a copy of the inspection report as well as formal appeal instructions but as of today I still have not received, I have only received the decline letter.

  

  Business Response

  Date: 11/04/2022

  ******************
  
                  This is in response to your Better Business Bureau complaint.  We thank you for your patience while your claim file was under review. On November 2, 2022, we called you and advised you that your claim is under review by management and the insurance carrier. On November 4, 2022, we called you and advised that your claim has been authorized within the terms and conditions of the contract.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 11/08/2022

   
  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.  However, I would like to state that no new evidence was provided.  You should not have to file a BBB complaint for a company to honor their warranty policy.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/07/2022

  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.

  3 Star+ from a ****** Dealership. 2.5 yrs in I was told by a representative that per lifetime of my contract only 1 non approved repair (if covered) was allowed. It was a holiday weekend and I needed my vehicle to travel. Unfortunately, the repair (thought to be a radiator failure had other implications). The coolant mixed with the transmission fluid and caused my transmission to cease. After the holiday I had my mechanic call for preauthorization. Adjusters were sent, and claim denied due to non-OEM parts (though when it comes to repairs non-oem parts can be used) I purchased the vehicle with ******* miles on it and it had evidence of previously being modified. There are dozens of cases of radiator failures specifically with this vehicle model at this mileage. Nonetheless, the adjusters noted cosmetic parts as "modifications" and even OEM parts like the pedals as "performance" parts (limited trim edition vehicle). I made several calls and each time was told my policy was void. I requested confirmation in the mail and the representative said I would receive it. I never did. When I called again I was told that I should call the dealer and request to cancel it. When I escalated it and requested a cause/effect of the "after****et" parts that caused the mechanical failure, if the Magnussen **** act applied all the rep kept saying was that it didn't matter because the policy was void and canceled. I requested the phone number for the insurance company who is listed as the underwriter to file claim there. I was given the run around and numbers to OTHER insurance companies twice. This was over the course of 4 months. Later through my own research it turns out they own the insurance company that underwrites them, how convenient. I was no where near the ***** mile limit however the 3 year **** was this past august. My claim is still open. Misinformation, no information and given the run around because the contract was set to expire. 3 months from when I first contacted them

  

  Business Response

  Date: 10/10/2022

  The Better Business Bureau mailed Warranty Solutions ************** complaint on August 4, 2022.The complaint ID: ******** on the August 4, 2022, letter. Below is the response Warranty Solutions gave the Better Business Bureau. On August 19, 2022,Warranty Solutions received email from the Better Business Bureau that our response was received.
  
  
  ************
  
                  This is in response to a letter we received from the Better Business Bureau regarding your radiator and transmission claim complaint. We thank you 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 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.
  We reviewed your claim file with our WSMC Claim Team and determined that the radiator and transmission claim was adjudicated correctly and according to the *** terms and conditions. On April 27, 2022, ******** Tires reported radiator leaking and internal failure of the transmission. Warranty Solutions had an independent inspection agency inspect the vehicle. During the independent inspection process the inspector verified that your vehicle has been modified. The inspector documented the following modification: ****** racing seats and harness, interior chassis brace from B pillar to B pillar, accelerator and brake pedal covers, spoiler/wing, engine intake air tube, PTS catalyst back exhaust, performance adjustable front and rear struts (reportedly lowered approx. 2), and Megan ****** front and rear stabilizer bars.  The claim denial for the radiator and transmission will stand.  The vehicle is not eligible for a **** ************ will need to request contract cancelation through the selling dealer, ****** *********.
  
                  On May 2, 2022, Warranty Solutions advised ************ the reason of the denial and referred him to the selling dealer for cancelation of the contract since the vehicle is no longer eligible for a contract due to the modifications to the vehicle.
  
                  On May 5, 2022, received email from ************ requesting to file a claim through Heritage, the insurance carrier of the contract.  We advised the ************ of Heritages contact information;it is listed in his contract.  The *********** stated he was aware of Heritages contact information that is listed in the contract. ************ requested our legal departments contact information.  We gave ************ the legal departments contact information.
  
                  On July 21, 2022, pursuant to ************** request for a denial letter, a formal denial letter was sent to him.
  
  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. (Emphasis added)
  
                  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. Any vehicle used for any type of competitive driving or racing. If the Oversized Wheels and Tires / Lifted Vehicle Option was NOT selected, the following additional exclusions apply: Any vehicle that is used or equipped with any of the following: Any tire or wheel sizes and/or offsets not recommended by the manufacturer. Any vehicle equipped with a lift kit or has any parts that are used to lift a vehicle or its suspension. (Emphasis added)
  
                  General Provisions
  
  CONTRACT INSURED BY: You are reminded that this Contract is not an insurance policy. Performance to You under this Contract is guaranteed by a ********** approved insurance company. You may file a claim with *************************** ********** Certificate of Authority Number 08549/2008. You are entitled to make a direct claim against *************************** P.O.Box ******, ********************************************, if any promise made in the Contract has been denied or has not been honored within sixty (60) days after the repair order has been filed with **. If You are not satisfied with the insurance company's response, You may contact the ********************* of ********* at ************ or access the department's Internet Website (www.insurance.ca.gov).
  
  We apologize for any delay or frustration that you may have experienced.
  
  Best regards
  ****************************

• Initial Complaint

  Date:09/13/2022

  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.

  Basically i purchased a 3 star car warranty from Warranty Solutions when i purchased my 2015 Mustang on 7/5/2019. My head gasket on my motor had blown. I called Warranty Solutions and explained what happened. I was told to take it to the **** dealership and I did so on Aug 16 2021. The mechanic look at it and said the head gasket is blown. Warranty Solution said that they didnt believe them and wanted them to tear down the motor for further inspection. So the **** mechanics tore it down and confirmed that it was a blown head gasket. The warranty company said they would send their own inspector. So they did and said that they wouldnt pay because customer neglect. But i have the mechanics report that clearly states that the motor blew due to block/head gasket failure. And in the 3 star warranty it clearly states that it covers the engine and gasket and seals for parts listed. Im a college student and thats the only car I have so I had to pay $7,876 to get my car out the shop. And because I didnt have the money in cash I had to use 2 different credit card. I have been hit with intrust of purchase charges every month from 8/30/2021 to present. Every time I call them to get a address to send the information to, they keep giving me different addresses to different locations (basically the runaround). Even the *********************** tried to contact them but thats also not working . Its been almost a year and Warranty Solutions still hasnt reimburse me! This is a breach of contract!

  

  Business Response

  Date: 09/15/2022

  **************
  
                  This is in response to your *33373536353435313639* complaint. We thank you for your patience while this matter was under review.
  
                  On September 15, 2022, we called you and advised that *3936363332313030* *32353539303039373138* is standing on the engine denial. The damage that the vehicle sustained was due to the continued operation of the vehicle in an extremely overheated condition.This is verified by the type and extent of damage verified by an independent inspection agency.  An independent inspection agency reported a failure code of P0217 (engine coolant over temperature condition), P1299 (intake air temperature sensor correlation), and P1285 (cylinder head overtemperature condition). These codes are set when the vehicles coolant temperature rises and reaches an abnormally high-temperature condition.The temperature gauge in the instrument cluster would have been indicated to be on the * side of the gauge indicating an overheating problem. Code P0316 (engine misfire detected on startup) was for the engine misfire, which by itself would have set the check engine light, but also shows the engine had noticeable running and performance problems. All this is indicative that the engine failure was due to overheating. The vehicle service contract excludes this type of damage from coverage.
  
  
  The vehicle service contract states:
  
  *OW TO MAKE A CLAIM
  
  If the Approved Vehicle is inoperable, and to prevent further damage, immediately stop the vehicle and call ************ (see **************** under Added Coverages). 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.
  
  General Contract Exclusions
  
  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).
  
  If you disagree with these findings, we suggest for you to discuss your options with the repair facility in what would need to be done to prove that damage to the vehicle was not the result of the continued operation of the vehicle in an overheated condition. If the repair facility can provide information that the damage is not the result of continued operation in an overheated condition, they may contact me to report their findings.
  
  We apologize for any delay or frustration that you may have experienced.
  
  Best regard
  ****************************

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18023331
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  
  In response to the findings of your independent agency, the findings are inadequate to verify reason for denial. Code P1285, P0217 and P1299 are overheating codes which is why I had the vehicle towed in. P0316 is a misfire code and is not a clear indication of prior malfunction. My oil and coolant mixed due failed head gasket and lead to coolant and/or oil to enter in the cylinders causing the ignition coils to not properly spark. These problems are an amalgamation of simultaneous failures correlated and all covered under my warranty plan. Also stored codes through a proper scan tool would signify miles driven after codes are stored as well as date, time, and rpms. In detail of what happened I was driving home, my temp light flash, but went off and temperature needle went up and back down all less than 3 seconds. I thought this as an intermittent issue and but called a mechanic as soon as I could. He arrived notice my coolant reservoir empty and said he didnt see a leak. So he checked the oil cap and notice milky residue and informed me to tow the vehicle to dealership for a head gasket leak. I left vehicle park until I got in contact with dealership to schedule a drop off and find a tow truck. I talked the to service writer and mechanic at the shop who both said this was just a failed head gasket which lead to overheating in a soft metal motor. There is no signs of neglect and I have proper paper work and receipts to show I always kept my vehicle in great shape. 

• Initial Complaint

  Date:08/30/2022

  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 an extended warranty for my new ***** CX5 in 2017. I experienced a transmission issue within the warranty period and took it to the dealership on June 9, 2022. The diagnosis revealed the transmission needed replaced and the dealership contacted Warranty Solutions. The inspector went out and I did not receive any correspondence until I called Warranty Solutions about the rental car provision that is in the contract. I was informed that my claim was denied for 2 reasons. The person I spoke with on the phone read me the report and one of the conditions used for the denial said ***** requires all 4 tires be changed at the same time. That is not a true statement. ***** strongly recommends changing all 4 tires The second item pertained to tread thickness deviation being 1/32 more than they deemed tolerable. I was told this deviation can cause damage to the transmission to am all-wheel drive transmission. It is not in the contract and nowhere I can find online. I spoke with my mechanic and he said it is a possibility if this condition exists for an extended period of time. The tires in question were nearly new on the vehicle. I have corresponded with Warranty Solutions and they will only respond to emails and have refused to send me a copy of the inspection report. They have also refused to have any supervisor speak with, only first level people and tell me to send an email. It takes them several weeks to respond and when I gave them a drop dead date to send me the report, they did not respond. This business practice is downright criminal and horrible customer service. I have sent correspondence to the managing partner of the car dealership where I bought the car to let him know how his customers are being treated. I am well aware Warranty Solutions is just slow playing in hopes that I will just pay for the repair and not push it. That is not going to happen. I want them to honor their contract and repair my vehicle.

  

  Business Response

  Date: 09/06/2022

  ********************
  
                  This is in response to your complaint that you filed with the Better Business Bureau.We thank you for your patience while this matter was under review.  On September 2, 2022, we spoke on the phone. We advised you that after reviewing your claim, with your management team, it was determined that Warranty Solutions would proceed with your claim.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards
  *******************************************

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17800606
  
  I am rejecting this response because:  Although they have agreed to honor the contract, the repair has not been completed yet and I am still without my car, nor have I received reimbursement for the rental car.  Once both obligations have been satisfied in accordance with the contract, and this matter closed, I will re-evalaute at that time.  This does not negate the fact it took over two months and filing a complaint with the BBB to finally get someone from the company to speak with me to resolve the issue.  My opinion of the poor customer service and lack of communication is unchanged.  I do however appreciate the communication and quick turnaround by **** once the complaint was filed.    
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2022

  ********************
  
                  On September 26, 2022, we called you and asked if you had received the rental reimbursement check.  You advised us that you received the reimbursement check a couple days after you filed the Better Business Bureau complaint resolution rejection. Regarding the repair to your vehicle, we advised you that we cannot control when the repair facility completes the repair. Warranty Solutions is only the administrator of the contract.  We advised you that the claim has been authorized.  You advised us that you want to leave the Better Business Bureau complaint open until the repairs are completed. 
  
                  We apologize for any delay or frustration that you experienced.
  
  
  Best regards
  *******************************************