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:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My transmission has gone out on my car. I called to submit a claim and I&#**;ve been getting the run around. I was told that the claim has not been submitted because the H31**303835363538**38H is still in the previous owners name. I have the required documentation indicating that I am the new owner of the policy and car. When I call one rep says that its in the process and another says that it hasn&#**;t moved. I paid for a product and I expect to use the product.

  Business Response

  Date: 02/12/2024

  United States Warranty Corp. ("USWC") received your February 2, ****, letter, which was forwarded for review and response. USWC administers the *************** Automotive Protection. Limited Motor Vehicle *********************** ********* agreement") that *************************** purchased on February 22, 2021, from ********** Northwestern Chrysler Jeep Dodge Ram. We hope you find the following information helpful. 
  
  The claim for transmission replacement had been authorized. A claims adjustor will reach out to the repair facility to approve the claim.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service agreement and the applicable law. 
  

  Customer Answer

  Date: 02/20/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  repairing a engine

  Business Response

  Date: 01/18/2024

  United States Warranty Corp. ("USWC") received your January 11, ****, email and letter, which was forwarded for review and response. USWC administers the ************** Warranty ************ Protection Plan  ("LPP") provided to **************************** by Boch. We hope you find the following information helpful.
  
  We have reviewed our file and found that the claim was approved and is waiting on the manufacturer's engine, which is currently on backorder. According to the file,  ****************** ("repair facility") called the claims department on October 30, 2023, and reported that a check engine light was on. The repair facility diagnosed the failure and determined that there was a failed engine lifter, which caused subsequent damage to the camshaft.
  
  The repair facility noted metal debris in the engine, which would require replacing the engine. A third-party inspection company inspected the vehicle on November 7,2023, and the claims team confirmed the repair facility's findings. The repair facility wanted to repair the engine because a replacement engine was unavailable. The repair facility could not guarantee that the repair would be effective and requested the claims team to locate an engine. The claims team was unable to locate a comparable engine.
  
  On December 20, 2023, the claim was approved using a factory OEM engine; however,it is on backorder. **************** called on December 21, 2023, and was upset because he wanted the engine repaired, not replaced, due to the engine being on backorder. The claims team informed him that we would not pay for an ineffective repair if the engine was repaired, and the repair did not work.
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service agreement and the applicable law. 

• Initial Complaint

  Date:12/31/2023

  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 brought my 2015 Chevrolet Silverado in to my local dealership on 12/5 because the truck was making a weird vibration noise around 60mph. Service Advisor told me the Transmission needed replaced and I told them I had bought an extended powertrain warranty through the dealership I bought it from. Called the warranty place and said I couldnt get it fixed there so it had to be towed to the Original dealership which is further from my house. I had to get a loaner from 12/5 on because I didnt know when my truck was going to be ready. Got it back to the original dealership on 12/9. This company tried to deny the claim due to no service records when in doubt I had over **** dollars in receipts. Got the claim approved on Friday 12/16. Dealership said it would take 4 days to get the part in and a day to put the transmission in. I came in to the dealership on 12/23 because I wasnt informed if the truck was ready or not. The dealership hadnt worked on the vehicle. Gio the service advisor told me that the truck would be ready on 12/27. I drove to the dealership on 12/27 and the truck was still not ready. I texted ********************* In ***** Florida that night 12/27 which is the top boss of ****************. He got back to me the next day 12/28 and said he spoke to the dealership and the repair would be expedited. They got the truck fixed in a day and told me it was ready the day of 12/29. It took 24 days to fix my *********** had rented a vehicle from enterprise because I needed a car to get to and from work. I had no other means of transportation and I put this rental on my credit card. I call today and was told that I could only be reimbursed for 7 days. How is that possible when The dealership doesnt offer loaner cars and they took forever on the repair. When in reality I couldve got it done at the place I had it at first (******* Chevrolet) because they had the transmission ready to go. This Warranty Company is using predatory tactics and I will seek legal action if needed

  Business Response

  Date: 01/09/2024

  United States Warranty Corp. ("USWC") received your January 1, ****, correspondence. USWC administers the United States Protection ***** ************ Motor Vehicle **************** ********* contract") that Mr.***************** purchased from ************************* on September 10, 2022. We hope you find the following information helpful.
  
  We have reviewed our file, and per SECTION 4, RENTAL ALLOWANCE, the maximum rental benefit payable is up to thirty-five ($35.00) dollars per day for a maximum of seven (7) days. Any rental charges beyond the parameters of the section, regardless of the cause of any delays, are not covered.
  
  However,as a gesture of goodwill, we will pay for the twenty-four (24) days of rental at the allowable rate of $35.00 per day, for a total reimbursement of $840.00.It may take up to thirty (30) working days before ************** receives a reimbursement check. If he does not receive the check by February 20, ****, he may contact me at ****************************.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service agreement and the applicable law.

• Initial Complaint

  Date:10/10/2023

  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 recently brought my 2018 F 150 into the dealership for a noise complaint coming from the engine area, **** notified me there was a small oil pan leak and a issue with my turbo and it needed to be replaced. we notified United States Warranty Corp. they told the dealership they would cover the oil leak but not the turbo repair (with no explanation of denial?) I talked with United States Warranty Corp and explained the noise issue, they asked for audio video proof, which I sent 3-4 audio videos while driving and listing to the loud chirping coming from my turbo. once again they denied the claim. they stated it is a commercial vehicle. which it is not. I own commercial vans under my commercial insurance, but my F150 platinum is my personal vehicle with personal insurance, there are no tool no rack, it is a very clean personal family truck

  Business Response

  Date: 10/11/2023

  At this time, United States Warranty Corp. needs help locating a service contract with the information provided. If *************************************** would provide us with a copy of his contract, the contract number, and/or the Vehicle Identification Number (VIN), we could perform a more thorough search and respond to the issue(s) raised in his complaint. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20719478
  
  I am rejecting this response because: I am attaching the service agreement. Please provide a resolution
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/18/2023

  ***********************
  142 ************
  Newbury Park, ** 91320
  October 17, 2023
  RE: BBB Complaint Case #: 20719478
  Dear ****************,
  *************** on the behalf of United States Warranty Corp. (USWC)d/b/a United States Warranty Corp. of Florida, to your BBB complaint that was received on October 10, 2023, for review and response. USWC is the administrator of the Limited Motor Vehicle Service Agreement (*****) that you purchased on April 25, 2021. We have reviewed this matter and hope you find the following information helpful.
  On August 1, 2023, the repair facility, ************************* (DCH), submitted a claim stating that the vehicle was squeaking while accelerating and that the driver seat belt would not retract. DCH stated that the left side exhaust manifold and the left side turbo needed to be replaced. DCH also stated that the left front seat belt retractor would need to be replaced as well. UWSC requested that a third-party inspection be completed to verify DCHs findings.
  The completed inspection report noted that the rear upper stud for the left exhaust manifold was broken. The inspection also noted that there was no noise coming from the turbo and that the exhaust noise was very loud, and was the only noise heard at the time of the inspection. The inspection also verified that the left front seat belt retractor was operating normally. The inspection also showed that the vehicle had commercial signage. USWC advised that the replacement of the exhaust stud would be denied as it was not a listed covered part under the ****** Finally, USWC advised that due to the vehicle having commercial signage and being used for commercial use, the vehicle would no longer qualify for coverage. A copy of the ***** is enclosed, with relevant language highlighted under the sections entitled SECTION 10- EXCLUSIONS WHAT THIS AGREEMENT DOES NOT COVER.
  After further review USWC finds that the claim was adjudicated in accordance with the terms and conditions of the ****** Due to the signage on the vehicle and evidence of commercial use, USWC advises that the ***** be cancelled as coverage will no longer be available. By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  *****************************
  *****************************
  Specialist Regulatory
  Attachments:
  Copy of VSC

  Business Response

  Date: 10/18/2023

  ***********************
  142 ************
  Newbury Park, ** 91320
  October 17, 2023
  RE: BBB Complaint Case #: 20719478
  Dear ****************,
  *************** on the behalf of United States Warranty Corp. (USWC)d/b/a United States Warranty Corp. of Florida, to your BBB complaint that was received on October 10, 2023, for review and response. USWC is the administrator of the Limited Motor Vehicle Service Agreement (*****) that you purchased on April 25, 2021. We have reviewed this matter and hope you find the following information helpful.
  On August 1, 2023, the repair facility, ************************* (DCH), submitted a claim stating that the vehicle was squeaking while accelerating and that the driver seat belt would not retract. DCH stated that the left side exhaust manifold and the left side turbo needed to be replaced. DCH also stated that the left front seat belt retractor would need to be replaced as well. UWSC requested that a third-party inspection be completed to verify DCHs findings.
  The completed inspection report noted that the rear upper stud for the left exhaust manifold was broken. The inspection also noted that there was no noise coming from the turbo and that the exhaust noise was very loud, and was the only noise heard at the time of the inspection. The inspection also verified that the left front seat belt retractor was operating normally. The inspection also showed that the vehicle had commercial signage. USWC advised that the replacement of the exhaust stud would be denied as it was not a listed covered part under the ****** Finally, USWC advised that due to the vehicle having commercial signage and being used for commercial use, the vehicle would no longer qualify for coverage. A copy of the ***** is enclosed, with relevant language highlighted under the sections entitled SECTION 10- EXCLUSIONS WHAT THIS AGREEMENT DOES NOT COVER.
  After further review USWC finds that the claim was adjudicated in accordance with the terms and conditions of the ****** Due to the signage on the vehicle and evidence of commercial use, USWC advises that the ***** be cancelled as coverage will no longer be available. By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  
  Sincerely,
  *****************************
  *****************************
  Specialist Regulatory
  Attachments:
  Copy of VSC

  Customer Answer

  Date: 11/04/2023

  Please see attachments above in response to my complaint with USWC  I am far from satisfied with there response. I apologizes for not sending this earlier, I hade a family situation and had to leave town for oxer a week and I have been trying to catch up with work and Emails

• Initial Complaint

  Date:07/06/2023

  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.

  a check engine light came on in ***********, **. Took it into ***** super store June 7, 2023. The diagnosi was low compression on number two cylinder. The rest of the cylinders were normal. Upon tear down it was determined it had a bad valve and would need the head machined. Service writer called warranty co, platinum policy, and assured they approved the repair. a inspector came and denied the claim due excessive carbon build up. ************* said there was 0 build up as was verified at the machine shop. They appealed the denial. We had purchased the vehicle in Oct. 2022 from Chev daler in *************, **. It had been freshly serviced with 75xxx miles. we were on a trip that ended ** in *********** disabled with 78xxx miles We had a clean CARFAX report. The car was local and serviced at the dealer as recommended. It appears reading the reviews that they've used carbon for a denial be for. Are the inspecters paid to deny benefits We are senior citizens looking at a signifiant bill which we feel we shouldn't be responsible for. This is dated 7/6/23. We thought we did the right thing to protect ourselves only to be gypped. 30 days w/o our car and expensive lodging over **** miles from home.

  Business Response

  Date: 07/12/2023

  United States Warranty Corp. (USWC) has received your July 7, 2023, email and letter and forwarded them to me for review and response. USWC administers the Vehicle **************** ******** contract) that ************************************, III purchased on October 3, 2022. We hope you find the following information helpful.
  
  We have reviewed the file and found that the claim was approved and paid on July 7, 2023, for $5,318.74.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:04/22/2023

  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.

  My dashboard warning lights on of my 2020 ***** Accord Touring, ****** miles, I took it to a ***** Dealership and I was informed that my radar was misaligned and it was missing its cap. This is a covered part under my U.S. Warranty. The dealership called U.S. Warranty to make a claim on my behalf. The claim was denied saying the car was in an accident so it wasnt covered. The dealership explained to them there was no signs of an accident and I got on the phone and told them the car was not in an accident. They didnt care Claim denied. I told them it was obvious that itd the car was in an accident then it logically followed that it was a defective part. They didnt care, claim denied because it was in an accident. The dealership and I had no *********** had to pay the over $450 repair.

  Business Response

  Date: 04/27/2023

  United States Warranty Corp. (USWC) has received your April 22, 2023, email and letter and forwarded them to me for review and response. USWC administers the Car Doc Protection ************ Motor Vehicle ***************** ******** contract) that *************************** purchased on May 18, 2020, from *************************. We hope you find the following information helpful.
  
  We have reviewed the file and decided to assist with the claim. Our claims team will reach out to **************** and ask he provides them with a full copy of the invoice from the repair facility showing proof of payment. Once this is received, they will review the invoice for payment and set the claim up to reimburse *****************
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 04/30/2023

   
  Better Business Bureau:
  
  I was contacted by a representative that said he will reimburse me directly after he would contact the repair facility to make sure of my proof of my payment. That was last week . Contact has ceased after that one call. I have not received an email or even a second call. Of course I paid. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if and when I get reimbursed. That seems questionable since I never received a second call.

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

• Initial Complaint

  Date:04/19/2023

  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.

  I purchased a 2012 Chev. Equinox on April 19, 2022. I also purchased the U.S. Warranty for $1,550 because it was an older SUV but it only had ******* miles on it. As of April 2023, have put on only ***** miles. I noticed a noise in the engine, drove a couple times and decided to take to a dealership (that we know and have gone to for years) to see what was going on. They drove it and said it's burning oil and we need to take the engine apart to see what's going on. The dealership took it apart and found that 2 pistons were bad and needed a total engine rehaul. They called the warranty company and they sent out a 3rd party rep to look. Are these 3rd party reps licensed mechanics or are they told what to say? He said, "sorry, there is carbon on the pistons and that's from wear and tear and is not covered by the plan." I called the warranty company explaining that I have put on ***** miles in the last year, have done the oil changes. I purchased this plan for instances like this and when you drive your car, you are putting wear and tear on it, that's why you get an extended warranty! They told me that I was doing preventative maintenance and that I should have driven it until it was a total failure. So in other words, drive until you're sitting on the side of the road and need to call a tow truck and hope that you're not doing more damage than what's already done. The repair cost $7,600 and I want them to pay for this. I have called 3 other warranty companies explaining what happened and they all said that this should have been covered by your plan without a doubt.

  Business Response

  Date: 04/26/2023

  United States Warranty Corp. (USWC) has received your April 19, 2023, email and letter and forwarded them to me for review and response.USWC administers the Limited Motor Vehicle ***************** ******** contract) that ***************************** purchased on April 19, 2022, from Stillwater Motors. We hope you find the following information helpful. 
  
  We have reviewed the file and have decided to give the benefit of the doubt and will reimburse ****************** $7,381.25 for the engine replacement. This amount is minus the $200.00 deductible. The service contract does not cover the shop supplies fee of $39.95. We have requested that the payment department issue a reimbursement check to ******************; she can expect to receive the check within the next 15 to 20 business days.
  
  If ***************** has not received her reimbursement check within that time, she can contact me directly at ****************************. 
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 04/26/2023

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

• Initial Complaint

  Date:04/17/2023

  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.

  My husband purchased a maintenance service agreement on 8/24/2018 to go along with the purchase of my brand new ******* Elantra. The agreement included service, including oil changes, to be performed at licensed ******* dealers, every ***** miles or every 6 months with an expiration of 08/24/2023 or ****** miles, whichever occurs first. On March 13, 2023, after several successful visits to dealerships for service, I brought my car to my local dealership for service. I was told it would not be covered, even though my car had under ****** miles on it. I paid for the oil change, and decided to call the company myself to determine how to work it out. I was told that because the agreement says every 6 months, their intention was to only do a maximum of 10 oil changes. There is nothing in the contract that says there is a maximum number of oil changes. The only thing limiting the service is the mileage and the end of contract date. I am well within both of those, and anticipate that my car would qualify for one more oil change, tire rotation, cabin air filter, engine air filter, and wiper blades in accordance with the agreement, before the end of the contract. I would like the company to reimburse me for two oil changes, in addition to the filters and wiper blades.

  Business Response

  Date: 04/25/2023

  United States Warranty Corp. (USWC) has received your April 18, 2023, email and letter and forwarded them to me for review and response. USWC administers the United States Warranty Corp. ***************************** ******** agreement) that Mr. *********************** purchased on August 24, 2018. We hope you find the following information helpful.
  
  We have reviewed the file and found that the adjudication of the claim was correct per the terms and conditions of the service agreement. *** service agreement ************** purchased is Standard coverage, with the Value Plan Options and the interval is 4 with terms of 60 months or ****** miles, whichever occurs first.
  
  *** SERVICE SCHEDULE section of the service agreement lists at what intervals the maintenance should be performed. ** this case, the lube, oil, and filter maintenance schedule is every six (6) months or ***** miles. *** file shows that, at first, the oil was being changed per the scheduled intervals, but the last four (4) oil changes happened every three (3) months, for April 2022 through December 2022. *** vehicle had only been driven ****** miles during this time.
  
  If the oil changes were done every six (6) months, the service agreement would cover ten (10) oil changes for the 60-month term. If the oil changes are done every ***** miles, it would be eight  (8)oil changes. As the maximum number of oil changes were performed, the claim for March 13, 2023, oil change was denied,
  
  *** **terval 4 plan covers tire rotation and multi-point inspections for 60 months or ****** miles. ** addition, because ************** purchased the VALUE plan, they also got the following.
  
                                            Cabin Air Filter Replacement every ****** miles
                                           Engine Air Filter Replacement every ****** miles
                                            Front Wiper Blade Replacement every 12 months
  
  *** service agreement will expire on August 24, 2023, or ****** miles. ********* to the file, the following services are available before the service agreement expires.
  
                                            1 Cabin Filter
                                            1 Engine Air Filter
                                            2 Tire rotations
                                            1 Set of Front Wiper Blades
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:04/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My service agreement number with them is PC1501799. My vehicle VIN number is *****************. In November of 2022, the transmission on my vehicle they cover through the warranty (2016 ********** Outlander AWD) went out. I called them and they said it would be covered but I would need to find a shop. It took me a long time but I finally found a shop willing to work with them in ****** (CARS ******, ************************************************************************). This warranty company has not given me a straight answer any time I have talked with them- first when I called them, they told me the car shop didn't file a claim with them and they had no idea what I was talking about (even though the car repair shop had gotten a confirmation number from their transactions with the warranty company). Then finally when they sent the transmission to the shop, they sent one that was broken. Then now the second one they sent was the wrong part. I have asked them if they would cover a rental or if they could somehow make this right ...I have been paying my car payment every month including my warranty, paying for full coverage insurance and I haven't had a car for 5 months. I am about to lose my job because I don't have transportation and when I have asked them if they could help provide a rental or if they could just get the shop the right part so my car could get fixed they tell me they aren't able to help me and just apologize. I don't understand what I am paying them for if they refuse to help me in any way?

  Business Response

  Date: 04/13/2023

  United States Warranty Corp. ("USWC") has received your April 10, 2023, email and letter and forwarded them to me for review and response. USWC administers the Premier Warranty ******************* Motor Vehicle ***************** ********* contract)" that ********************************** purchased on January 5, 2019. We hope you find the following information helpful.
  
  We have reviewed the file and have determined that the delay in the claim is not with USWC. *********************** is under the impression that USWC ordered the parts, which is not the case. The claim was approved with the parts estimate provided by the repair facility on March 8,2023. And the claims team has not heard back from the repair facility since.The claim was paid to the repair facility on March 16, 2023.
  
  According to the file, on December 13, 2023,****************** called and asked if the transmission was covered under the service contract. It was explained that the transmission is eligible for coverage.Still, a repair facility would need to call the claims department with the cause of failure and extent of damage to determine coverage. ****************** stated that after hearing the transmission had failed, he had the vehicle towed to his home and would have the repair shop call us.
  
  On March 1, 2023, ******************* called back to check the status of the claim, and it was explained to her that the repair facility would need to call the claims department to start a claim. The repair facility, Cars Complete Auto Repair, called the claims department the next day on March 2, 2023, to start a claim.
  
  The repair facility mentioned they had yet to hear back from ********** regarding a part number and price for the transmission. The repair facility stated that they had checked with another of their part suppliers and found a used unit with 80k miles/LKQ (Like Kind Quality) but were told that it might be damaged and that they are looking into it. The repair facility said they would call the claims department back once they received the information about the transmission.
  
  The claims department heard back from the repair facility later in the day and provided an estimate for the transmission repair. The claim was reviewed and approved on March 2, 2023. The claims team tried calling the repair facility back with the approval but received an out-of-office message stating that they will be out until March 4, 2023. On March 4, 2023, the claims team called again and this time, the out-of-office message stated they would return on March 6, 2023. Finally, on March 8, 2023,the claims team was able to talk to the repair facility and provide authorization for the transmission repair.
  
  ****************** called on March 31, 2023, was upset, stating that the repair facility is not giving him any updates and that it has been months since the shop was unable to find a transmission. ***************** also stated that he feels it is USWC's responsibility to fix the vehicle. The claims team explained the claims procedure per the service contract's terms and conditions and explained that we were working with the repair facility where he had taken his vehicle.
  
  As stated above, USCW administers the service contract and does not perform any of the repairs of a covered claim. As the administrator, we work with the repair facility as they diagnose the failure,order the parts, and perform the repairs. USWC will then pay the covered claim.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:03/07/2023

  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.

  2015 q50infinite car purchase on November 2018 with ****** with extended warranty under contract PWP100968 with a lifetime coverage period and ****** deductible. Car was towed in to ammco and diagnose with needing a transmission replacement on 2/1/2023 totaling *****. File claim with warranty company that was subsequent denied due missing car maintenance records that were requested from purchase date of 2018. If records can not be obtained and gaps of maintenance missing that makes warranty voidable if all other claims would be denied for same reason on a lifetime warranty. All records that could be obtain was provide dating back to 2018 on forward. so now i have a car that is not operable still making payments and costing more to repair then car worth. Car was then towed to infinite and was told car need to have valve body replace totaling **** which is reasonable put have a warranty that can never be used for covered repairs is a disgrace/.

  Business Response

  Date: 03/14/2023

  United States Warranty Corp.  ("USWC") received March 7, 2023, email and a letter and forwarded them to me for review and response. USWC administers the Limited Motor Vehicle ***************** ********* agreement") provided to Mr. ********************* on November 3, 2018, from ******** Motors of Wilmington. We hope you find the following information helpful. 
  
  We have reviewed the claim file and found that the claim was processed correctly per the terms and conditions of the service agreement. However, we will provide a one-time accommodation and pay for the transmission repair. 
  
  The service agreement holder is responsible for maintaining the vehicle per the manufacturer's guidelines. Under Section 3. MAINTENANCE RESPONSIBILITIES KEY TERMS AND PROVISIONS 
  states, "In order for this Agreement to remain valid, you must have the Covered Vehicle serviced exactly as the procedures list below. Failure to Implement these maintenance responsibilities will result in denial of coverage, therefore voiding this Agreement." It is also required that the service agreement holder keep all the maintenance records from the date of purchase until the service agreement expires. Proof of maintenance must be provided at the dealer's request or the request of the claims team. Failure to maintain the vehicle and provide this proof as required will result in the denial of coverage, and the service agreement will be voided."
  
  The Declaration pages clearly state that "THIS AGREEMENT IS NOT TRANSFERABLE, RENEWABLE OR CANCELABLE. IT IS PROVIDED TO THE CUSTOMER BY THE DEALER AT NO ADDITIONAL CHARGE. THIS AGREEMENT TERMINATES IN THE EVENT OF A TOTAL LOSS, REPOSSESSION OR WHEN OWNERSHIP HAS TRANSFERRED TO A NEW OWNER OR IF THE MAINTENANCE REQUIREMENTS AS OUTLINED IN THIS AGREEMENT ARE NOT PERFORMED." 
  
  Since all maintenance records were not received per the requirements, the service agreement will be voided after the payment of the transmission repair. 
    
  By pointing out the foregoing, USWC and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  

  Customer Answer

  Date: 03/17/2023

   
  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,
  
  *********************