Complaints

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:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme dissatisfaction with the handling of my warranty claim for my personal watercraft (PWC), purchased from ***. I was assured this Torque warranty was the "best" available, providing comprehensive coverage.On March 5th, my PWC was diagnosed with an engine air leak by *** tech. The diagnosis, supported by video evidence of engine failure at high RPM, confirmed the need for a complete engine replacement, as recommended by the manufacturer. This was due to a confirmed engine defect.However, upon contacting Torque on March 12, 2025, I was informed that my policy (TGP series) is administered by a third-party company, ****. Subsequently, **** informed me that they will not authorize an engine replacement. Instead, they require me to:1. Bear the significant cost of tearing down the engine.2. Prove the failure is due to a manufacturer's defect.Process is unacceptable for the following reasons:1. Shifting the Burden of Proof:AGWS is effectively shifting the burden of proof onto me, requiring me to invest thousands of dollars to diagnose a problem already confirmed by a qualified technician and video evidence.2. Unreasonable Requirements:Proving a precise manufacturing defect after an engine tear-down is nearly impossible and creates an unfair obstacle.3. Deviation from Manufacturer Standards:The manufacturers standard practice for this type of failure is engine replacement, not a costly and potentially ineffective repair.4. Misrepresentation of Coverage:The "best warranty" I was sold has proven to be a deceptive and frustrating experience. The use of a third party administrator creates a barrier between Torque and its customers.5. Financial Risk: I am being placed in a position where I must risk a large sum of money to have any chance of my warranty honored.I demand the following:Immediate authorization for a complete engine replacement, as recommended by the manufacturer and consistent with standard industry practice.

  

  Business Response

  Date: 03/27/2025

  This contract is not one we administer; it is an *********************************** (****).  In an attempt to assist in mediating this complaint by the customer with **** we found the customer hasnt filed a claim.  We were told the customer contacted **** and was advised to have the dealer submit a claim on his behalf.  We reached out to the repairing dealership(RD) and they explained the customers unit shows a failure but would require further tear down to expose the full amount of failure as the cause.  The customer is unwilling to approve the tear down because the RD requires them to pay in advance for the tear down since they are not convinced this is a covered failure.   The engine design of the customers vehicle requires it to be entirely torn down because the cylinders are part of the upper half of the cases. These cases split horizontally and the only way to see the pistons fully is to split them.  The only way to move forward is for the customer to authorize the RD to tear down the motor so they can inspect it, submit a claim, and allow AGWS their due diligence.  If this is a covered failure the RD said they will reimburse the customer for the tear down.