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: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.

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

  

  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
  *******************************************

• Initial Complaint

  Date:08/10/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint as it was misdirected. I will be filing a complaint against warranty solutions on a second count of providing false information. I was provided the 2 phone numbers I included in my original complaint and double checked them with the representative.

  
  Regards,
  
  *********************

  e of the top tier packages but even the most basic covers drivetrain. My car has been in the shop for 2.5 months because without the warranty I do not have the cash on hand to pay for the repairs. I never received any correspondence in the mail or e-mail. My vehicle is also due to have its airbags replace under the recall and I'm afraid I might miss the window because the vehicle has not been fixed yet. Warranty Solutions is a VSCP backed by ************************ The number I was provided for Heritage led me to this page leading to more smoke and mirrors to submitting a claim to the backing insurance company. I contacted the ********************* of ********* for guidance and the last step before they will step in is filing a claim against Heritage. If this does not happen in a timely fashion then the case will be handled and investigated by the ********************* of ********* - ***************************************************

  

  Business Response

  Date: 06/28/2022

  National *************************** LLC is not affiliated in any way with Warranty Solutions or ************************

  Thank you.

  Customer Answer

  Date: 06/28/2022

  Thank you **************;

  I've attached my service contract as well. I'm not sure how the structure of these companies is supposed to work however, I was under the impression that VSCP's (Warranty Solutions) were backed by larger insurance companys - in this case *********************mpany. However, on Warranty Solutions LinkedIn they say they own Heritage. https://www.linkedin.com/company/warrantysolutions 

  If they own the company meant as the fallback should WS fail to honor their contracts how can THAT company be beneath the ***** Additionally I believe they use ************ as their claims adjusters/managers. If ********************* is owned by WS then this complaint would be directed to Warranty Solutions since they own the insurer and they contracted ****** to handle the claims. 

  Please correct my logic. Its not only the fact that I've been without my vehicle for just about 3 months, but that I've been trying to file a claim with Heritage as they say and been getting the run around. The last round was the final straw when I was given 2 numbers neither of which were direct lines to heritage to file a claim because WS had refused on 2 counts so far. The first was when my radiator failed and I called for authorization, they said because it was holiday weekend if I had it fixed without authorization each contract only allows 1 non-authorized reimbursement. I said well I'm going to have to use it on this one then (referring to my radiator) because I needed to get to my family's for the holiday. However, when it turned out to be more than just the radiator, they denied the radiator claim as well as the transmission claim. I had spoken to customer service and an adjuster and mentioned that I was willing to let them procure or have my mechanic procure a used transmission instead of going through the dealer as it would cut costs and save time. They said that would be fine. They sent a claims adjustor out to look and because I had non original shocks installed (due to failure) they said they were canceling my contract and would send me everything in writing as my complaint originally states. 

  I believe this should be directed at Warranty Solutions then since it doesn't seem like Heritage is the parent company.

   

  

  Business Response

  Date: 08/22/2022

  ************
  
                  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
  ****************************