Exxon Mobil

[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: [redacted]
I am rejecting this response because: As I stated before that I sent over what I have as far as a service record which includes them going in to check the fluids and tell me what needs to be done I paid for money out of pocket for that service just like I paid for number of other services out of pocket. My car as you know has a computer on the dash that tells me when things need to done in a orderly fashion I did not neglect the car in anyway to come across a transmission problem the moment I see something needs to be done I handle it I'm pretty sure they have records of me calling in trying to get a number of things fixed that was suppose to be covered but I ended up paying out of pocket because it was part of a unit and not the whole thing and some of those things totaled up in the hundreds it's an expensive car and I'm willing to pay for what needs to be done that's not covered under the warranty. Let it be know that the numbers you have for the odometer and what I actually bought the car at are off which I found out once I called your company and was told... I have documents stating the actual read.
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the customer’s statement of the problem and the claim details associated. The customer did have their vehicle at one of our recommended service facilities in November...

of 2015. The facility was not able to verify any transmission concerns at that time. If the customer is experiencing further issues, GWC would recommend to bring the vehicle to a licensed repair facility to have a claim started.
I have attached a copy of the contract application for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department
[redacted] ext. [redacted]

Reference: Complaint # [redacted] – [redacted]- Nu
Vision
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem and
the contract details associated. The
customer did have a claim initiated in March of 2015 for...

an engine failure. The
contract holder was not able to provide valid maintenance documentation of the
scheduled oil changes being completed. The vehicle service contract does
address this specifically as follows;
11. YOUR OBLIGATIONS: In addition
to the other provisions of this Contract, and, in order to receive coverage and
benefits under the Terms & Conditions of this Contract, You must:
• At your
expense, maintain the Vehicle according to the vehicle manufacturer’s specifications
including, but not limited to, scheduled oil changes, transmission fluid
changes, differential fluid changes, fluid level checks and refilling when
required, and lubrication of the steering components and suspension.
• Acknowledge
that, prior to authorizing any repairs for a Mechanical Breakdown of a Covered
Component, We reserve the right to require proof of routine scheduled maintenance
as outlined above.
 
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
###-###-####  
ext.   [redacted]

Reference: Complaint ID # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. If I have reviewed the customer’s statement of the problem. GWC Warranty has approved and paid $1,850.00 dollars for the Transmission repair in question. The repair claim was...

approved in accordance with the terms of the service contract regarding parts and labor. The vehicle service contract does not provide predetermined coverage amounts, as indicated by the customer. The eligibility of parts and labor required for a covered repair claim are addressed as follows; 4. PARTS: Replacement of Covered Components may be made with parts of like kind or quality and may be new, remanufactured, rebuilt, exchanged, or serviceable used components as are customarily used in the automobile industry and approved by the Administrator. 5. LABOR: Labor charges shall be based on the current AllData Labor Guide and hourly rates shall be within accepted industry standards. The additional cost referenced is the difference between the repair shops estimate for repairing the customer’s original transmission, versus the cost of a lower mileage serviceable used replacement. I have attached a copy of the contract application for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department ###-###-####   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] – RE: Contract for [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the customer’s statement of the problem and the contract details associated. The vehicle service contract in question is valid...

and in force at this time. The customer would need to have a repair facility contact GWC Warranty to initiate a claim and determine any repair coverage.
With regards to rental car coverage, this vehicle service contract does not have a rental provision. The customer would be responsible for any rental charges accrued.
I have attached a copy of the contract application for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department
[redacted] ext. [redacted]

Reference: Complaint # [redacted] – [redacted] I have reviewed [redacted]s rejection and as stated in the contract under section 4 Parts GWC as the Administrator has the rights to choose the components. 4. PARTS: Replacement of Covered Components may be made with parts of like kind or quality and may be new, remanufactured, rebuilt, exchanged, or serviceable used components as are customarily used in the automobile industry and approved by the Administrator. Thank you, GWC Warranty Corporation John W[redacted] Litigation & Escalation Manager [redacted]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem. GWC
warranty would not be liable for any damage that may have occurred at a repair
facility or through a towing...

vendor. The customer would need to address this
concern with the facility or towing agent directly.
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
[redacted]  
ext.   [redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
in my opinion this is
your final decision. I feel that this is fraud hidden in small prints
and misleading explanations and guidance.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:[redacted] you are incorrect in your statement that the maintenance records exceeded the current mileage on the vehicle. The current mileage on the vehicle is 79,310 miles. The last maintenance  record submitted from 9/6/14 stated the mileage was 77,135 (See attached). GWC Warranty should at least pay half of the repairs as this claim has nothing to do with maintenance of the vehicle. But since you are not a reputable company we will accept nothing less than a full refund of what we paid for the bogus warranty. We demand that you refund 2995.00 to us at once.
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty has approved the repair claim in question in accordance with the terms of the...

vehicle service contract regarding parts and labor coverage. The Part coverage amount was based on a remanufactured Command control unit available from [redacted]. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department ###-###-####   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty has approved and paid the repair claim in question totaling $2,862.28...

dollars. The customer did have the repair claim initiated prior to the activation of the vehicle service contract, so there was a claim processing delay until we had received the finalized paperwork from the selling dealer. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department [redacted]   ext.   [redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:That was the original response given by GWC prior to me filling out the Revdex.com complaint. The message last sent by you provides GWC's contract and no where in it does it say that a used part (in this case something major - transmission) from a scrapyard, or from another totaled [redacted] will be used. I have never had a automotive warranty company say that in a just powertrain contract (which is all I purchashed and covers 2 things-the engine and the transmission) the broken transmission will not be either rebuilt, (which is the cheaper option but still more than the roughly $2k option they are giving me) or be replaced with a new transmission - the later of which I am not asking for as standard of care in the automotive repair industry is to rebuild the transmission which also comes with a separate 3 year warranty from the service shop that does the work. Instead, GWC wants to send me another transmission of which Mike, one of their CS reps told me are retrieved from a scrapyard off of trucks that have been totalled. There is no way to verify: the condition of the transmission, whether it has been damaged or not as well as the mileage on the transmission. In August of 2015 I learned this the hard way when GWC did the same thing and I was forced to take the used replacement transmission...To prove my point further the first replacement transmission they sent back in August 15' was cracked. It took another 2 weeks for them to send a 2nd replacement. That 2nd replacement was installed, worked for roughly 7k miles and not even half a year before it completely failed. If I accepted their offer for a 3rd used replacement transmission I am essentially back where I started and have a well deserved notion to believe this 3rd transmission will only last a few more miles meanwhile by that point I will be out of my warranty and out of close to $5k between the original cost of their powertrain warranty (not bumper to bumper), the deductibles for both, plus $44 a day for over two months between the two times the transmission failed in rental car fees. If I had known they were going to take an unethical approach and waste my time and money I would have saved that $5k plus and used it to have my own rebuilt transmission. When purchased I was told that it was a great warranty for your two major components (engine and transmission) and that if I planned on keeping the truck a long time they would have me covered. Two to three weeks ago when I spoke with their head of claims, he specifically said "Our job is not to fix your transmission or guarantee the replacement will work. It is just to get you back on the road."I feel like I'm nuts...the offer they are trying to get away with has proven to fail twice, first with the cracked transmission they first sent in August but more importantly THE FACT THE TRANSMISSION THEY PROVIDED ALSO IN AUGUST DID NOT LAST MORE THAN 7K MILES AND COMES WITH NO TERMS OF WARRANTY OR GUARANTEE!If you ask any automotive service personnel, they will tell you standard of care for this is a rebuilt transmission as the cost of a new one is very high. They don't even mention the option of a used replacement...I mean we are talking about a warranty on a passenger truck...not some hot rod being built in the garage!My offer, which I explained to GWC already is because the used replacement from August already proved to be a complete joke, they (GWC) should be obligated to pay for the current transmission to be rebuilt. I am willing to end my contract and warranty early with GWC immediately once this is done so they no longer have to have me as a customer for future claims. A rebuilt transmission is roughly $4k. The vehicle is at [redacted] of Smithrown (which brings up another point - when the tranny did fail, my [redacted] dealer was right across the street and I had to push it into their lot...GWC is also saying that in order for ANY work to be done I'd have to take it somewhere else...how may I ask? Pay another $1k for a flat lift? When I asked [redacted] and GWC why that was, I was told by [redacted] doesn't accept used scrapyard replacement transmissions as that is not standard of care and a very shady way of doing business that could affect [redacted]'s reputation. I apologize for the lenghthy response but what GWC has already pulled on me once and is now trying to do again in extremely unethical. This is the first time I have ever had to speak with the Revdex.com over anything. Please help me out here. 
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty has approved, and paid the referenced repair claim in accordance with the...

term of the service contract regarding parts and labor. GWC Warranty had paid the shop directly for the installation labor the contract holder had referred to. There was a shipping delay on the transmission that was being sent to the repair shop, and I would like to speak with the contract holder to offer some assistance due to those unforeseen delays. I have left a message for the customer with my contact information to review that further. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department [redacted]   ext.   [redacted]

Complaint: [redacted]
I am rejecting this response because: I have talked to 3 different certified licensed Mechanics an all of them are stating the same problem valve seals are covered under the motor which is causing my car to smoke burn oil an I dont get the exceleration I need to drive on the interstate so as the Mechanics stated either the seals be fixed or just get another motor in the car so as stated if I dont add oil to my vehicle my motor will lock up an then whats next I still dont have coverage so im trying to figure out why did I waste my money on a warranty that wont fix my car??? 
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this
concern.
I have reviewed the customer’s statement of the problem and
the contract details associated. GWC warranty has approved a repair claim for
the items that were verified...

as mechanically failed. The repair shop had also
noted several rusted components that would not be covered by the terms of the
vehicle service contract.
The customer does have a towing reimbursement provision on
their contract. GWC has processed a fifty dollar, $50.00, reimbursement for
towing charges on September 14, 2015. The customer will receive a reimbursement
check by mail.
I have attached a copy of the contract application for
review.
If you have any questions at all, please do not hesitate to
contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims
Department
[redacted]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem, and the claim details associated. The Timing Cover Gasket or Seal is not listed for coverage in this customer’s Component...

coverage section of their contract. Only items specifically named in the Component coverage section would be eligible for coverage. The customer seems to have misunderstood the terminology listed, and GWC Warranty would not expect the customer to know if and Seals and Gaskets were replaced prior to their ownership. The customer can contact GWC directly if they’d like a further explanation of the terms and coverage offered by their service contract. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department [redacted]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. The labor coverage for this vehicle service contract is based on the Alldata Labor Guide....

This labor guide is updated online frequently, and includes from 1982 up to 2017 vehicle models. The customer will need to approve diagnosis to the repair shop to identify what components have experienced a mechanical breakdown. GWC Warranty can then determine the parts and labor coverage amounts on any covered failures. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe P[redacted] Claims Department ###-###-####   ext.   158

Reference: Complaint # [redacted] – [redacted]
Thank you for contacting GWC warranty in response to this concern.
I have reviewed the customer’s statement of the problem and the claim details associated. The vehicle service contract does address cancellation and refunds specifically as...

follows;
13. CANCELLATION(S) AND REFUND(S):
• Only in the event that the Vehicle is declared a total loss by the insurance company insuring the Vehicle, or the Vehicle is validly repossessed by the Contract Holder’s lender, will We and the Selling Dealer refund a pro rata portion of the Contract retail purchase price. We shall issue a pro rata refund of the amount received by Us from the Selling Dealer based on the lesser of the remaining time or mileage on this Contract, deducting any claims paid or approved for payment by Us and a fifty dollar ($50) service charge. All cancellations must be processed through the Selling Dealer or Your Lien Holder.
If the above conditions for cancellation are met, the customer is urged to contact their selling dealer to submit a cancellation request.
I have attached a copy of the contract application for review.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department
[redacted] ext. [redacted]

Reference: Complaint # [redacted]   Thank you for contacting GWC warranty in response to this concern. I have reviewed the complaint of Mr. [redacted] and found the selling dealer never remitted his Gap application along with payment to be processed. I have spoken to Mr....

[redacted] and advised he will need to contact his selling dealer and have this taking care of. We will also try to reach out to the dealer to see if we can get this remitted for him.   If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John W[redacted] Litigation & Escalation Manager [redacted]   [redacted]   [redacted]

Reference: Complaint # [redacted] – [redacted]          Re: [redacted] contract Thank you for contacting GWC warranty in response to this concern. I have reviewed the customer’s statement of the problem and the contract details associated. GWC Warranty...

did have a claim initiated in October 2016 for an overheating concern due to coolant loss from a leak. The mechanical inspection that was completed had verified severe overheat damage to the engine from continued operation with an active coolant leak, and no failure to the head gaskets. The vehicle service contract specifically excludes coverage of overheating failures as follows; 9. EXCLUSIONS (WHAT IS NOT COVERED): This Contract provides no benefits and GWC has no obligation under the Terms & Conditions set forth for what is not covered herein listed below. • Repairs required because of collision, modification, abuse, overheating, fire, theft, freezing, vandalism, Acts of God, or any loss that is insurable under standard physical damage coverage whether or not such insurance may be in force with Your Vehicle GWC Warranty would have no obligation towards the repair costs associated with the overheating damage. I have attached a copy of the vehicle service contact for your review. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation Joe [redacted] B[redacted] Claims Department [redacted]   ext.   [redacted]