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:04/11/2024

  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.

  On December 30, 2023 I purchased a 2016 **** Explorer XLT from G2 Auto LLC in *******, ****. When I purchased the vehicle I also got a 6 month Powertrain warranty on the vehicle through Preferred Warranties. On February 2, 2024 my wife was driving the vehicle and the transmission went out of the vehicle. The Vehicle would not pull itself at all. I had to tow my vehicle to my house until I could find a shop to work on it. I ended up taking the vehicle to ********* garage in *******, **** per referral from the owner of G2 auto. ********* Garage diagnosed the vehicle as needing a new transmission. When they contacted Preferred Warranty they refused to pay for a new transmission but were willing to pay for a used transmission to be put in it. When I called Preferred Warranty to approve the repair they said that I could go with a new transmission but that they would only pay what they found a used transmission for. If I went with the used one the warranty on it would end when my 6 months was up but if I went with a new one I got ******* miles and 3 year warranty. I chose to go with the new one to get more warranty and was told that I would have to pay the difference out of pocket. The warranty company said I would owe around $800 but the shop is saying I will owe around $1200. When I took the warranty out the paperwork stated that I would have a $100 deductible and be responsible for the sales tax of the repair. Now they are telling me that they will only pay a certain amount and I have more out of pocket costs because of this. It is very unfair that I took this warranty out to cover repair costs and now it's not covering what it states it will cover. Furthermore, my car has been done for almost over a week now and the warrant company has yet to issue the payment to the shop. The shop told us the warranty company told them that they would call them back with a card number and they have yet to do that.

  Business Response

  Date: 04/24/2024

  
  Preferred Warranties, Inc. (PWI) is in receipt of Mr. ******** complaint #********.
  
  Upon reviewing the details of Mr. ******** claim, we would like to clarify certain aspects of the service contract to ensure transparency and understanding. As outlined in the terms and conditions of your service contract, our repair facilities are authorized to utilize components of similar quality to those removed during repairs. These components may include rebuilt, remanufactured,recycled, or non-original manufacturers' parts at our sole discretion, ensuring the functionality and reliability of the repair.  Please see Page three of the vehicle service contract, under PWIs Obligations and rights.
  
  Since ****************** decided to go with the new transmission, PWI agreed to send what would have been paid for the used transmission towards the cost of the new transmission.
  
  Regarding Mr. ******** request for sales tax and deductible, we would like to reiterate that the service contract explicitly states that these expenses are not covered under the terms of the agreement. Please see item # 3 under This contract does not cover on page four of the ******* Contract.
  
  Upon receipt of the invoice on April 12th from the repair facility, we promptly processed the payment in accordance with the terms of the contract.Please note that while we strive to expedite payments, our ability to do so is dependent on receiving necessary documentation from the repair facility.
  
  Attached is a copy of Mr. ******** ******* Contract for review. We value your feedback and aim to address any additional concerns ****************** may have. If you have further questions or require additional clarification, please don't hesitate to contact us directly.

  Customer Answer

  Date: 04/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21564645
  
  I am rejecting this response because:
  They did not pay the bill promptly from the shop as the shop told us they sent everything to the warranty company and the company said they would call and provide the card number for payment but it took them a week to do so. As far as the contract stating that parts would ha e to be simular to the parts taken off I do not see that anywhwrr6in the paper work that I was provided with the warranty. 
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/07/2024

  Preferred Warranties, Inc. (PWI) is in receipt of Mr. ******** rejection to PWIs response.
  
  Regarding repairs, our repair facilities are authorized to utilize components of similar quality to those removed during repairs, please see screenshot attached taken straight from page three of the vehicle service contract, under PWIs Obligations and rights. 
  
  According to our records, our claims department received the invoice on April 12th from the repair facility, and PWI promptly processed the payment of $3,470.86 in accordance with the terms of the contract.
  
  Attached is a copy of Mr. ******** ******* Contract for review.  If you have further questions or require additional clarification, please don't hesitate to contact us directly.

• Initial Complaint

  Date:03/14/2024

  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.

  I purchased a 2018 **** f150 from a PWI aproved dealer. 6 months later the transmission broke. i took it to a mechanic shop and they confirmed the transmission was no good. PWI aproved the fix and they sourced the transmission... i got the truck back and 3 days later it over heated and leaked transmission fluid. i took the truck back to the shop and they confirmed the transmission was faulty, PWI assigned a claims adjuster and he confirmed it was faulty awell. i paid close to $700 in deductible and uncovered charges. now PWI wants for the shop to source a transmission so they no longer have to cover the warranty for it and i have to pay the difference of close to 4k for a faulty part that they provided... i dont find it very fair that a warranty company finds a part because it was cheaper then what the mechanic had quoted (with transmission) initially and now they want me to cover what is a price for a remanufactured transmission.

  Business Response

  Date: 04/26/2024

  Good morning,
   
  ************************ original claim started on or about February 5, 2024.  PWI approved a used transmission and paid for the claim on or about February 27, 2024. Please know that on the top of page two, under PWIs obligations and rights of the vehicle service contract, it states that when making repairs, the repair facility will use components of similar quality to those removed, which may include rebuilt, remanufactured, recycled, or non-original manufacturers parts at PWIs sole discretion. The transmission sent to the repair facility, All Tune and Lube, was in good, working condition.
  
  Shortly after the repairs were made, ************************ vehicle was leaking fluids, and it was determined that the transmission had failed. After speaking with All Tune and ****, PWI felt there were some inconsistencies with their installation.
  
  PWI sent an authorization for the amount of another used transmission to All Tune and Lube to apply funds towards another sourced transmission. Based on the inconsistencies previously experienced with the shop, PWI is unable to supply another transmission.
  
  Please know that the used transmission would have a 12 month/12,000-mile warranty.
  
  Attached is a copy of ************************ Service Contract for review. We appreciate your consideration and hope this has helped to better clarify the current situation.  
  
  Please let me know if you have any questions.
  
  Regards,
  
  *******************************
  
  Office Manager & Payroll Specialist | Preferred Warranties, Inc.
  
  Customer Service: *************** | Direct: ***************

  Customer Answer

  Date: 04/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21434513
  
  I am rejecting this response because: the transmission has ***** miles of warranty and it failed after using it 3 days why wasn't it replaced? My calls were never returned, my calls would be placed on hold for massive amounts of time giving me the runaround that the claims adjuster was not available. I tried to resolve this... Transmission have a escape tube... When it overheats it creates pressure releasing fluids. The transmission was clearly faulty and no action was taken from PWI other than reject my contact attempts. It's not warranty that PWI provides it's more trouble to deal with them as they choose wether or not they will keep their side of the contract. I think I deserve an explanation on why did PWI decide to contact me after I had to make a review on ****** and file a report on BBB. I paid close to 800$ for diagnostics and things PWI would not cover and yet they chose not to cover any more because they bought a transmission that was clearly their fault for purchasing. ALL *********** had provided a quote for a remanufactured transmission which PWI denied... They wanted to provide a transmission which the did and did not stand behind it and it's warranty. At least all *********** would of stood behind their product and fix if not provided another one. 

  PWI: Your response is generic at best and insincere. It's a dishonest way to do business with endusers like me. I'm sure I'm not the only enduser to have gone thru this awful experience and loose faith in a company that plays limbo with their clients. 

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

  
  

  Business Response

  Date: 05/08/2024

  
  We apologize for the inconvenience that ********************** has experienced but PWI has obliged to the terms of the service contract. Please know that the original transmission sent to the repair facility, All Tune and Lube, was in good, working condition.  The offer of PWIs authorization for the amount of another used transmission to All Tune and Lube and apply funds towards another sourced transmission remains if the vehicle is still in ********************** possession. The used transmission would have a 12 month/12,000 mile warranty.
  
  We appreciate your consideration and hope this has helped to better clarify the current situation.   

• Initial Complaint

  Date:02/23/2024

  Type:Order 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 tried to cancel this warranty on the 35 day **** and they would not cancel my warranty. So I called the bank and dealership who told me they cant do nothing. PWI said I can cancel my warranty. I canceled the warranty. I made sure the dealership knows that warranty canceled as Three ***************** My Car refused to have any cancellation forms and that the contract states its between me and PWI. I had documentation printed at Dover ******************** and 3 way called PWI and recorded their management saying my Warranty is cancelled and that he dont have to send my remaining balance even if I never used the warranty. So my-car said they have nothing to do with the car the lien holder owns all rights to the car now. So the bank told me to reach out because they are lying and have to pay me the remaining balance. No dealer or mechanic will deal with this company or the cheap parts the sell. My car said they cut dealings with PWI right after I bought a car. So I filed my complaints with the fraud department for ******** and ********. Sent all documentation and recordings. This company contract is void if never used them. All contracts state that all dealings are between I and PWI so no cancellation form was needed . Even know the lien holder provided one. I recommend do not buy this warranty and buy cars from My car because they will not provide a cancellation letter intill they are in court.

  Business Response

  Date: 02/28/2024

  Preferred Warranties, Inc. (PWI) would like to respond to *************************** complaint # ********.
  
  Thank you for reaching out to us regarding Mr. ******** refund request from 2020. We sincerely apologize for any inconvenience or frustration this situation has caused.
  
  Upon investigating the case,we have found that our records that ****************** did request a refund in 2020 but it was past the 30 day window. As per our company policy, refunds are only applicable within 30 days from the purchase date of the vehicle. Unfortunately,as Mr. ******** ******* contract has expired as of February 20, 2024, we are unable to process any additional claims.
  
  We understand the disappointment that *** have arisen regarding this matter. While we strive to provide exceptional ******* to all our customers, we must adhere to our company policies and guidelines.
  
  If there are any other concerns or questions you have, please feel free to contact us, and we will do our best to assist ****************** within the scope of our policies. Attached is a copy of the ******* contract ****************** purchased.
  
  Once again, we apologize for any inconvenience and appreciate your understanding in this matter.

• Initial Complaint

  Date:12/21/2023

  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 an extended warranty on my car for the exact purpose of getting repairs done on my car thats covered under the warranty. The company is claiming I was negligent because my back tires have fluid leaking which caused the rear differential needing to be replaced. And denied my claim on my repairs. The warranty company nor the mechanic shop said there would be a way for me to know there was such leaks. I had no oil residue in my driveway where my car was parked at home during this entire time. They are scamming people and denying rightful repairs on my car because the repair would cost more than what the warranty was in the first place. I either want my repair done covered under warranty or refund me my money paid for the useless warranty. How is this business allowed to steal peoples money and get away with it?

  Business Response

  Date: 01/10/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ***************************** complaint # ********.
  
  On December 19, 2023, a claim was called into PWI by ***************Procedurally PWI requested an independent inspection be performed. That same day, an independent inspection revealed that there was a leak at the driver side axle seal and the rear differential was metal contaminated.  The inspections determination was that the cause of failure was consistent with the material failure of the driver side axle seal on the rear differential. This failure created a condition for lack of lubrication to the rear differential.
  
  Failure caused due to lack of lubrication is not covered under the service contract terms. Please refer to Service Contact on Page 6, items #** and #** under section that explicitly states that the Service Contract does not cover any repairs with contamination and lack of lubricant. Since the vehicle had signs of debris, the repairs are not covered under the Service Contract.
  
  Based on the above information,we are unable to honor **************** request. Attached is a copy of ****************** Service Contract and the inspection report. We suggest that ************** return to the selling dealer with the refund request.
  
  We hope this helps to better clarify the situation. 
  
  Please let us know if we can be of further assistance or if you have any additional questions.
  

  Customer Answer

  Date: 01/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because there was no negligence on our part to know there were any leaks. The warranty company agreed as well as the mechanic. The leak you claim to have caused the rear differential to fall apart is not preventable. Rear differential is not working as the car is not drivable at this time. It’s bs you’re talking about a leak to deny a claim. Yes, great story. I have filed a refund request weeks ago. Haven’t heard anything from the dealer or you. So give me my refund. Complete scam of a company. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 01/16/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ***************************** rejection to PWIs response to complaint # ********.
  
  Upon reviewing **************** claim and referring to the terms outlined in the service contract, lack of lubrication falls under the category of exclusions, and unfortunately, it is not covered by the service contract. This provision is clearly stated in the terms and conditions of the service contract.
  
  We understand that issues with your vehicle can be unexpected and sometimes frustrating. There were no accusations that there was negligence on **************** behalf. Regardless, the failure is not covered under the contract. It is essential for us to adhere to the terms and conditions to ensure fairness and consistency in our service offerings.
  
  If you have any specific questions about the terms or need clarification on any aspect of the service contract, please feel free to contact our customer service team. We are here to assist ************** and address any concerns he may have.

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/06/2023

  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.

  Bought a $3,000 36 month/45,000 mile warranty on 07/29/2023. When purchased from **********************. I was told the contract was refundable at any point in time for as long as the contract is valid as long as I did not require any repairs. I called PWI twice on 11/06/2023. I was told that there was a 30 day refund period. After that, it is non refundable. I've put 5k miles on the car and it's been approximately 3 months. I was told "There's refund. It's in the contract." However, I was never provided with a copy of the full contract. Just a copy of the mileage limits. I was told it was all digital by dealer and never received the full copy. How would I know that this is the refund policy when I was told by the dealer it was any time, any reason at pro rata to time past? In addition to NOT being given the full contract and not being told how to view the digital version. I didn't even have a contract ID number!! Sounds a lot like slimy warranty company teaming up with slimy dealership.

  Business Response

  Date: 11/22/2023

  Preferred Warranties, Inc. (PWI) would like to respond to *********************** complaint # ********.
  
  Thank you for bringing to our attention your concern regarding the service contract documentation.
  
  We understand the importance of having access to your contract, and we sincerely apologize for any inconvenience this may have caused. To ensure a swift resolution, we have taken immediate action to provide you with a copy of your service contract directly from our records.
  
  Please find attached a copy of your service contract for your reference. We appreciate your understanding and patience in this matter.
  
  Please know that on page 7, under Cancellation and Refunds, it states that the contract holder may request cancellation within 30 days of the purchase date of the contract. The contract may be cancelled only by the lienholder in the event of total loss if no repair work has been performed or commenced. Please also note that the dealer is responsible to refund amounts paid for the Contract. More than 30 days after purchase, the contract is non-refundable.
  
  Since the contract date is 7/29/2023, the request is outside of the 30-day window.
  
  We suggest you refer to the selling dealer for any further inquiries regarding the refund.  
  
  Please let us know if you have any additional questions.
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the PWI PLUS plan in January of 2022 upon the purchase of our vehicle. When we made this decision, we based it off of the brochure provided at the dealership showing the comprehensive coverage we would be provided which gave us peace of mind. In September of 23, the car started showing signs of a coolant leak. We had it looked at initially close to us, but we chose to tow the car ourselves, 3 hours from home to have it looked at by an **** dealership that accepted this warranty. The problem with the vehicle ended up being a cracked water pump, totalling $2200+ for parts and labor. When the dealership was in communication with the warranty company, they were told PWI would only cover 900 and the rest was on us. PWI cited that they do not pay hourly labor fees over $90. This was stated NOWHERE on the brochure we were given at the time of purchase. We drove around our area to see what the average rate for labor was and it was 120-140. We would never have purchased this warranty if we would have known it didn’t cover these things. They should be required to state this on their brochure. It does no benefit to the consumer if these things are not made known before the purchase, because a company can then decide as they see when the warranty is called upon. This is terrible business and a huge let down during a time when we needed to be able to count on this. I will attach if possible, the picture from the actual brochure where it states it covers this very situation.

  Business Response

  Date: 11/01/2023

  Preferred Warranties, Inc. (PWI) would like to respond to ******************************* complaint #********.
  
  PWI approved and paid $1,000.40 for the replacement of the water pump and diagnostic charges on October 27, 2023, according to the terms of the service contract. The difference in cost for *** ***** was the difference in labor rate, sales tax and  deductible. Additional shop supplies are not covered under the service contract.
  
  Please know there may be times when a contract holder can incur out-of-pocket expenses.  In the opening paragraph of the “COVERAGE” section on Page three of the Service Contract states that the labor required to repair or replace all parts covered under the Contract will be paid at the industry accepted flat rate as indicated in a current edition of ******** or ******* labor guides, multiplied by the fair market hourly labor rate.  The labor guides provide a $108.00 per hour labor rate for shops in the relevant area.  According to the labor time guide, replacement of the water pump is 5.1 hours of labor time. Therefore, PWI paid $550.80 towards labor time for the water pump.
  
  If *** ***** has any additional repairs or replacements needed, we strongly suggest she call PWI before taking the vehicle to a repair facility so that we may make the appropriate suggestions on shops that have a more comparable labor rate to what PWI pays and perhaps avoid similar issues in the future. 
  
  Please know that the PWI brochure is an informational packet for summarizing the service contract. The service contract states the terms and conditions. Attached is a copy of *** *****’ contract for reference of labor rate. We hope this helps to better clarify the situation. 
  
  Please feel free to contact PWI if *** ***** has any further questions.

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a work van on 1128/22 and I also purchased an extended warranty at that time on the van due to the fact that it was a salvage vehicle and I would not purchase it without one. On 10/5/23 the vehicle broke down with a transmission issue, so we had it towed to the closet dealer for repairs. The called the warranty company for approval, but they would not give it to them. On 10/11/23 they called me and said they were going to cancel my contract because it should not have been written due to the vehicle being a salvage flood vehicle, even thought they had to look up the VIN of the vehicle and approve it before it was sold it to me. I have a small business and need this van back on the road asap, and something like this could cripple us. They should not be able to change their minds and cancel a legal contract.

  Business Response

  Date: 10/26/2023

  Preferred Warranties, Inc. (PWI) would like to respond to **. *************** complaint # ********.
  
  Please know that PWI does not cover vehicles that have flood damage. **. ****** vehicle did not qualify for a PWI service contract because it is a flood vehicle, and our underwriter will not insure flood vehicles.
  
  Please see page six under item # B15 where it states that failures or needed repairs caused by flood are not covered under the contract.
  
  Based on the above information, we are unable to honor **. ****** request. The Service Contract has been refunded. Please have ************** return to the selling dealer for a full refund. We hope this helps to better clarify the situation. 
  
  Please feel free to contact PWI if ************** has any further questions.
  
  

  Customer Answer

  Date: 10/30/2023

  Complaint: ********

  
  I am rejecting this response because:
  I spoke with the dealership and they informed me that they have to send the VIN to the warranty company for approval. Once that approval is given then they tell the dealership how much money to collect from me. I paid for the warranty and I have the contract to prove it. Once the approved the VIN and took my money this became a legal binding contract that cannot be cancelled because the warranty company doesn't want to pay. 

  Also the section of the contract the are referencing speaks to any damage caused by flood after the contract has been written, not before. Again they should not have approved the vehicle and taken my money if this vehicle couldn't be covered.
  

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

  Business Response

  Date: 11/22/2023

  Preferred Warranties, Inc. (PWI) would like to respond to **. *************** rejection to PWIs response on complaint # ********.
  
  PWI has been in contact with **. ****** attorney and has offered a settlement as a resolution. We await his response.
  
  Please feel free to contact PWI if ************** has any further questions.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from ********* ******** in May of 2021. An extended warranty option was provided at the cost of $4500 with a term of 96 months/120K miles. My vehicle was totaled and my insurance company deemed it a total loss. While filing my gap claim was informed I’m entitled to a good portion of a refund of the extended warranty. I contacted preferred warranty inc (pwi) and was told they require an email be sent to [email protected] that needs to include the vehicle information, mileage and date of loss but this information is only acceptable from the lender or the dealership. I contacted the dealership several times no one has responded. I no longer have a lender as my vehicle has been paid off and I have not been able to get assistance from my former lender. I feel this is a way to keep funds that they are no longer entitled to. I asked if I could have my insurance company send this information to the email and I was told no they could not only the lender or dealership. I feel this is a strange request as neither of these entities would have this information they would get it from me or the insurance company so why have them be a middleman. Please assist me in obtaining my refund.

  Business Response

  Date: 08/18/2023

  
  Preferred Warranties, Inc.(PWI) is in receipt of *************************** complaint #********.
  
  Please know that on page 7,under Cancellation and Refunds, it states that the Contract maybe be cancelled only by the lienholder in the event of total loss if no repair work has been performed or commenced. Please also note that the only dealer is responsible to refund amounts paid for the Contract.
  
  On August 7, 2023, PWI received the proper paperwork to process the cancelation due to *************'s loss of vehicle.
  
  Per the terms of the Service Contract, on August 11, 2023, PWI processed the cancelation/refund to the selling dealer, ********************.
  
  On August 17, 2023, the check cleared the bank, showing as cashed by ********************.
  
  We suggest ************** refer to the selling dealer, ******************** for the refund.
  
  Included is a copy of the Service Contract for reference.
  
  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:07/11/2023

  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 daughter purchased a 2014 **** ****** with a branded title from ***** **** of Alexandria MN that they advertised as "Dealer Certified" along with a Premium Warranty from Preferred Warranties Inc of 200 Pinebrook Place, PO Box 278 Orwigsburg, PA 17961 (800-334-9145) on May 24 2023. On June 23 2023 the car overheated and we contacted the dealership which told us that it was a good thing we purchased a warranty. We towed the car first to the dealer and they verified a crack in the engine block. The dealership would not refund our money as we asked them to cancel the deal and they refused. We towed the car to ****** Car Care Center in Perham MN on June 30 2023 to have it looked at for warranty work. They found the engine block had a crack in it and we told them we had PWI as a warranty company. I called PWI to initiate the claim #****** and get an adjuster assigned. **** has made three attempts to PWI to get them to send someone down to review the engine problem so they can replace the engine and PWI has not returned their calls. I have contacted PWI because they are not contacting *CCC on 7/10/2023 and spoke to **** who said the adjustor has not ordered an inspection and I had to call back the next day to check on the progress of the assignment of the inspector. I called back this morning at 8:05 am and talked to **** and he checked the file and he saw that the inspection has not been ordered yet and they do have record of *CCC calling them on file. My daughter is making payments on this car that is not operable and we are getting the run around from PWI on the repairs and our mechanic is getting frustrated as he cannot do anything more with the car until PWI sends out their Inspector to review the issues.

  Business Response

  Date: 07/17/2023

  Preferred Warranties, Inc.(PWI) is in receipt of **. *** s complaint #****************.
  
  On July 5, 2023, PWI received a call from ****** *************** stating that ************ vehicle was overheating, and that the left front axle seal is leaking. The shop also stated that there is a hole in the block, it is blowing coolant out of the back of the hole and the vehicle will need engine.  
  
  Procedurally, PWI requested an inspection. The inspection was performed on July 12, 2023. We do apologize for the delay as this amount of time for inspection is not customary.
  
  The third-party inspection report revealed that there was an external crack to the cylinder head and the axle seals were leaking. The cause of failure, according to the inspection report, was damage consistent with material failure to the cylinder head and other pre-existing damages. Please know that on page three of the Service Contract, the cylinder head is only covered if damaged by the failure of a covered internal lubricated part. Since the leaks were external, the repairs are not covered under the Service Contract.
  
  Please also know that on page three, under seals and gaskets, that there was no coverage for seals or gaskets since the failure was not in conjunction with a Covered Repair.
  
  I have included a copy of the Service Contract and Inspection report for reference.
  
  We are sorry to hear about the inconveniences that *** *** has experienced with her vehicle, and we apologize for any delays on PWIs end.
  
  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 07/24/2023

  [ Complaint: ********
  
  I am rejecting this response because:this is Classic Text Book of 3rd Party Warranties folks.  We have cancelled our policy with PWI being that we only had their Warranty Policy less than two months.  PWI will not allow you, the customer, to speak with anyone directly about your matter.  You have to speak with the Rep that answers your call and then they will make a note and send it along.  You have to contact them to follow the process if you want it done in a timely manner.  Their warranties will not cover any major issues if any at all because somewhere on one of the back page the repair claim will follow under one of there predetermined fields that are as vague and nearly impossible to interpret.  The sales person sold us PWIs Plus Warranty and told us that they would cover up to the purchase price of the car.  Our 2014 ****** had a crack (not a hole) in the block of the motor.  The only solution was to replace the engine which our shop had one on hold that would have its own warranty.  Our claim #****** started on July 5th with ************ calling them and then myself calling to initiate the claim.  Later that same day I contacted the repair shop to see what PWI had said, which they did not respond back them.  I checked back on Monday July 10th to see if PWI had contacted them and the had not and the repair shop had called them earlier in the day to talk with an adjuster but had to leave a message.  I called PWI shortly afterwards that day and spoke to the rep again and he looked into the file and saw that the adjuster hadnt reached out to the repair shop because the adjuster said no inspection was ordered.  I called at 8:05am central time to PWI to check on the progress and the representative said there had not been an inspection ordered yet because the Adjuster was waiting to hear from the Inspector that didnt know there was an inspection to be done so the Adjuster could review the inspection with the team leader. On July 11th the repair shop made another call to only leave a message for the adjuster to call them to find out when an inspector was going to stop in the look the engine over.  Finally on July 12th the inspector made it to the repair shop and verified the engine was not in good condition along with the estimate the shop had prepared for the repair.  Th Inspector said it would take at least 24hrs for PWI to review the claim.  I called back on July 13th at 3pm (central time) and was told that the claim was still under management review.  The repair shop called later also and were told the same thing.  On July 14th I called again at 11:56am to check on the status of the claim and was told that there is no time frame for the review, but the representative said she would transfer me to the claims department and that ws at 11:59am.  I stayed on hold until 1:05pm and hung up and called back again and spoke to a different representative who looked in to the file and saw in the notes that PWi was trying to contact the repair shop which they had not.  The representative put me on hold for 5 minutes to find out an answer and then told me the claim was denied  because that type of failure was not listed and was not the result of a lubricated part.  On July 15th I got an email from the Claims Team Supervisor a report supporting their decision. I called the car dealer and told them to start the cancellation process immediately and we sent the necessary paperwork to PWI for a prorated refund.  That will take up to 10 days so we will see how that turns out.
  

  Thank  you,
  
  ***
  
  Regards,
  
  *** ***

  Business Response

  Date: 07/28/2023

  
  Preferred Warranties, Inc.(PWI) is in receipt of **. *** s rejection the response to complaint #****************.
  
  Procedurally, they are steps that need to be taken to properly adjudicate a claim with PWI. Please refer to page six of the service contract under Claim Processing. Again, we do apologize for any delays on PWIs end.
  
  Please also know that PWI does not have record of the service contract being canceled.
  
  Please refer to the selling dealer to confirm cancelation and let us know if you have any additional questions.

  Customer Answer

  Date: 08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  If you read PWI back pages, they do not have cover anything for a repair being they can use any one of there disclaimers to settle a claim.
  
  Regards,
  
  *******
  

  Business Response

  Date: 08/25/2023

  Please know that the back pages of the Service Contract are the components, repairs, expenses and vehicles not covered by the Service Contract. 

  Customer Answer

  Date: 09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  There is no way the average consumer would be able to understand anything on those pages because it so built up with PWI wording.  The dealership sold us a full coverage policy in the event something were to go wrong with the vehicle, which happened within 3 weeks of owning the vehicle and PWI claimed the failure was not due to anything that they would cover. ????  Our attorney reviewed the policy and advised us that is totally misleading and we should have not even considered the policy.  Nobody brings an attorney with when purchasing a vehicle to review all paperwork, and if that is the case, that needs to be explained up front.  So why even try to mislead the customer to squeeze more money out of them?
  
  Regards,
  
  **********

• Initial Complaint

  Date:04/24/2023

  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 transmission and differential failed 3/21/23 and I took it to the closest shop. They wanted too much out of pocket so I asked PWI for shop suggestions. They gave me 2 options for dfw - only 1 is actually still in business, ******** *** *****. It was towed on 4/1/23 to ******** *** *****, which I had to pay $50 for 5miles over what pwi covers for tows even though this was their only suggestion. I had minimal communication with the mechanic, *****, who kept saying he was almost done. When I finally got ahold of my claim adjuster ***** * on 4/17 he informed me that my claim was closed. PWI paid ***** on 4/4/23, thinking that I’ve had my car since. Zero communication from either companies gave me notice of my case being closed. Today is 4/24/23 I’m still WITHOUT my car. Due to PWI’s negligence of blindly paying the mechanic, there’s nothing I can do to get my car in a timely manner. I continue to **** daily and ask to be compensated. I would have gotten a rental but ***** continued to give me false information on date of completion. PWI needs to update their automated system to inform their customers on claim completion. It’s ludicrous to blindly trust a mechanic that they “worked with at some point in a 30 year span” (said *****). I’m appalled by the lack of professionalism and financial support due to PWI’s own negligence.

  Business Response

  Date: 04/28/2023

  Preferred Warranties, Inc.(PWI) is in receipt of ****************** complaint # *******.
  
  We are sorry to hear about the inconveniences that ****************** has experienced with his vehicle. We understand his frustrations but please know that as 4/26,one of our claims adjusters called the repair facility where the vehicle was being repaired and the shop stated that the repairs were completed.
  
  We were also notified that ****************** left with his vehicle on 4/28 without paying full balance of the bill. PWI, in good faith, paid the difference of the labor, that ****************** was responsible for, to the repair facility. PWI has paid a total of $6,591.11 in repairs.
  
  Please feel free to contact PWI if ****************** has any further questions. 

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  I will not be accepting any slander or blame due to PWIs lack of communication and awareness. PWI needs to improve their customer service and follow through with the mechanics they trust. 
  I finally received my car 4/26 with no help from PWI. The mechanic wanted to claim $600 for differences. Neither PWI or ******** *** ***** Transmissions mention the price difference until 4/26. I spoke with a PWI supervisor who reviewed previous phone calls, heard I was in the right and paid half of the $600 the mechanic asked for on 4/27. I do not owe a cent. PWI made the error of trusting this mechanic and his fraudulent receipt. I would never wish this process on anyone. I would not recommend PWI nor ******************.
  
  The response given by PWI is abysmal. The dates are incorrect along with my gender.
  If the company cared about this case they would already know I am a woman. 
  
  *****************************

  Business Response

  Date: 06/20/2023

  Preferred Warranties, Inc. (PWI) is in receipt of ****************** rejection to the response for complaint # *******.
  
  We are tremendously sorry that the prefix and gender were mistaken. However, the decision remains unchanged.  Please know that there may be times when customers will have out of pocket expenses such as a difference in labor rate, etc. PWI paid the shop $600 not admitting fault, but out of goodwill. Again, we apologize for any inconveniences that ****************** has experienced, however we must follow the terms of the service contract.  
  
  Please feel free to contact PWI if ****************** has any further questions.