Exxon Mobil

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Complaint: ***
I am rejecting this response because:
This response doesn't address either the inconvenience
and costs associated with complying with their requests or the business' repeated failures to return phone calls and emails In order to comply with their requests, and if I don't,
they surely won't cover the repairs, I have to incur at least $of service
labor and the mechanic has to have an inoperable vehicle sitting on his lift
until they decide to come and inspect the parts in question despite the issue
being a known problem with this particular car The requirement is both unreasonable to us as the customer and the repair shop as a victim of this practice They make appointments for the adjuster to come out and he doesn't show on the correct day and time
I have called and emailed this company on numerous
occasions and they will not respond until I file complaints and threaten further legal action. Until recently, the only response I had gotten to several phone calls and emails was on 7/28/from someone reiterating what I already knew and she was passed me to the voicemail of the adjuster who never returned my call I sent emails each day afterwards voicing my displeasure at the way in which they were conducting business and ignoring my correspondence It wasn't until I sent my 4th email outlining a sequence of events that I got a call from someone who explained their procedure and promised to respond quickly I think the procedure is again, unreasonable given the information available about the car and the fact that the adjuster had been out to see the car twice already but they won't cover the claim unless we go through the burdens and expense that they're forcing us to endure
They are irresponsible in dealing with their customers
and their policies regarding claims make use of their warranty prohibitive. Their website is deceptive
in that they make it sound so easy to put in a claim when it's quite the
opposite On top of that, their customer service is horrific.
I would advise anyone against doing business with this
company. They are not as they purport to
be They work harder to deny claims than they do to help the customer.I have detailed records of all correspondence with this company to further support my claim This is not a frivolous action on my part.Regards,
*** ***

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Complaint: ***
I am rejecting this response because: He states that there were other component failures that didn't fall under the contract but if you look at the tier that I purchased they do fall under their contractJust another way of them not wanting to honor what us people are buying and thinking we are getting a good product when in reality all we're getting is ripped off
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I'm not satisfied because GWC is not paying for my diagnosis which is in my warrantyThe break down of my engine, and they are responsible for all the proper step it took to find the problemMy oil pump was bad and they wanna just Pay For putting another engine in

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Complaint: ***
I am rejecting this response because:
I wish to kindly know what the prorated amount was that was refunded? And what formula was used to come to this refund? And I tried to reach you by calling your number along with *** *** on multiple occasions and there was no answerYou guys should work on your customer service! But I'm hoping you can answer the amount that was supposed to be refunded to me and how that amount was determined
Regards,
*** ***

Reference: Complaint # *** * *** * ***
* Thank you for contacting GWC warranty in response to this concern I have reviewed *** *** claim and I have advised our team to move forward with the engine replacementI do see we had to inspect this vehicle times before the shop
could show us a mechanical failureWe do need to verify and document a covered mechanical before we can move forward with a claimI apologize for any delays and would like to thank *** *** for his services to our country If you have any questions at all, please do not hesitate to contact me againGWC Warranty Corporation John W*** Litigation & Escalation Manager *** *** ***

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 Complaint: [redacted]
I am rejecting this response because: The Transmission that is being used has alot miles already on it.  the end of warranty is only 2000 miles left which is no warranty anything can happen to the transmission once it is placed and im stuck with paying a greater out of pocket expense only because there neglecting to give more of a warranty I thought purpose of purchasing extended warranty is to cover and make sure if anything goes wrong your covered GWC is a complete rip off and I will make sure I let it be known as much as I can to everyone in the State of Connecticut area. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Reference: Complaint # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. I have reviewed [redacted]s claim for rental coverage, as stated in our contract under section 3. Coverage, the repair must be in excess of 8 labor hours. This repair is only...

3.6 labor hours. • RENTAL CAR COVERAGE: In the event that a Covered Repair requires repair facility labor in excess of eight (8) hours, We will provide rental car reimbursement of no more than thirty-five dollars ($35) per day for a total of no more than five (5) days. Delays caused by unavailability of parts, shipping, and repair facility schedules, or other factors do not qualify for rental car reimbursement.  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]   ext.   [redacted]

Reference: Complaint [redacted]
* Thank you for contacting GWC warranty in response to this concern.   I reviewed the claim of [redacted] that was called into our office on 8/31/17 for an engine locked up and overheated. We send an independent inspector out...

to verify the failure on 8/31/17. On 9/1/17 the inspector verified the engine was locked up and there was no coolant in the system. There was damage to the coolant reservoir and radiator cap, both melted from overheat. We advised the shop and the customer that GWC does not cover for overheat damage as stated in the terms and conditions of our contract under section 9. 9. EXCLUSIONS (WHAT IS NOT COVERED): • Any Mechanical Breakdown caused by contamination of or lack of proper levels of fuel, coolants, lubricants, or fluids. This includes fluid leaks. • Repairs required because of collision, modification, abuse, overheating, fire, theft, freezing, vandalism. The customer would be responsible for teardown and diagnostics as stated in our contract, if the failure is due to overheat nothing will be covered. I have attached a copy of the inspection report and a copy of the terms & conditions of the contract.  • DIAGNOSTICS AND AUTHORIZATION: Before any repairs begin, Your mechanic must contact Us before You approve any diagnostics and/or teardown to verify that this Contract is in force and valid.      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]

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 Complaint: [redacted]
I am rejecting this response because: My teenage son limped less than 3 miles to get off Interstate 20 at night to get to the first garage, which when safety is a concern and how few of miles, should fall under operation the vehicle while damage occurred. So would they have covered the expense if my son was hurt while standing or walking down I 20 to a pay phone that no longer exist? There is NO possible way they could tell from the damage which part failed first.  The axle, bearing, knuckle, and brake caliper were all damaged beyond use.  Their inspector asked NO questions nor talked to my son about what transpired and only looked at the cheapest way to resolve the matter.  Talking to several mechanics there is NO possible way to determine what broke first the Axle or bearing.  If the axle broke first then the other parts would have been damaged and they would legally be obligated to fix everything in the contract.
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. The customer did have a claim initiated for an engine noise and failure. GWC Warranty...

had an independent mechanical inspection performed on the vehicle to verify the failures. The inspection report had shown the vehicle had an altered engine air intake system installed that may have led to this failure. That modification is specifically addressed in the vehicle service contract 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. • Vehicles altered or customized by You or with Your knowledge beyond original factory specification, including but not limited to, oversized and undersized tires, lowered suspensions, raised suspensions (unless surcharge is paid), or frame kits. • Aftermarket accessories or non-original equipment not installed by the Vehicle Manufacturer while owned by You. 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 contract details associated. GWC Warranty did process a cancellation and refund request for this service contract...

through the selling dealer. I did reach out to the selling dealer on May 24th, 2016 and verified they are processing the refund and will be contacting the customer with regards the refund due promptly. I have attached a copy of the contract application for your review also. 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]

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 Complaint: [redacted]
I am rejecting this response because:I have two different voice mails from someone from GWC Warranty and both times when I rented a car, because my car was supposed to be getting repaired, the mechanic, both times, called and stated GWC stated that my warranty was in application status, both times.  I always send my car to be fixed, but GWC always has some excuse as to why my Warranty is not ready to use.  
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. The
repair claim in question was approved in conjunction with the terms of...

the
vehicle service contract regarding labor coverage.  The service contract addresses labor coverage
specifically as follows;
5. LABOR: Labor charges shall be based on the current
AllData Labor Guide and hourly
rates shall be within accepted industry standards.
The industry standard labor rate was determined to be $70
dollars per hour for this repair claim. Any additional labor charges above that
amount would be the customer’s responsibility to cover to the repair shop.
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 # [redacted] – [redacted] Thank you for contacting GWC warranty in response to this concern. After reviewing the request and the claim details, GWC Warranty is willing to assist the customer with this concern. I have reached out to the customer directly to offer...

assistance towards the requested labor charges. I did leave a voicemail with my contact information to review these options. 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 reviewed the claim that was called in on 8/16/17 for a clunking noise when shifting gears. The shop states the rear differential is damaged due to a broken bolt in the front mount,...

continuous operation caused damage to the differential and rotary blade coupling. [redacted] has an Essential contract and bolts and fasteners are not covered. This is a failure caused by a non-covered item with continuous operations. As stated in the Terms and Conditions section 9. Exclusions what is not covered. • Repairs to Covered Components caused by the failure of a non-covered component. EXCLUSIONS FROM COVERAGE: Replacement or repair costs of maintenance items such as, but not limited to spark & glow plugs; distributor cap & rotor; fuses, fusible links & circuit breakers; electrical cables & wires; drive belts; filters; batteries. Replacement or repair costs of manual transmission clutch components & release bearing; brake drums, shoes, rotors & pads; audio system wiring & speakers; intelligent & laser cruise control components; near object avoidance systems; seal beams, light bulbs & lenses; video system components & telephones; exhaust & emission components; catalytic converter; expansion/freeze plugs; airbag & safety restraint systems; interior appliances, carpets, trim, upholstery & cup holders; spark plug wiring & connectors; all hoses (except for brake hoses); nuts, bolts, studs, clamps, fasteners, retainers & etc.; shock absorbers & struts (except for electronic & variable struts); exterior air/water leaks & noise; body parts & mounts, panels & chassis frame; wiper blades, bumpers, bright metal & moldings; glass, mirror glass & paint; vinyl & convertible tops; convertible/sunroof frame & assembly, weather-strips; tires & wheels; navigation system components (except Luxury Package) & hybrid system components. Charges for shop supplies; freight; hazardous waste disposal; wheel alignment; tire balance. 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]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] –
Rejection response
The component the customer is attempting to reference is
specifically named a Valve Seal. That Component is not listed for coverage in
the Component Coverage section of the vehicle service contract this customer
has. The Seal and Gasket coverage is listed specifically as follows;
SEALS &
GASKETS: Cylinder head gaskets & intake manifold gaskets are covered. All
other seals & gaskets are covered as a result of a Covered Repair.
The Valve Seal is not specifically listed for coverage and
GWC warranty would have no obligation towards costs associated with this
repair.
I have attached a copy of the contract application with
prior correspondence.
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 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 had requested the contract holders proof of routine scheduled maintenance, as outlined in the vehicle...

service contract here: 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. The contract holder was not able to provide documentation that they had sufficiently maintained the vehicle according to the manufacturers specification. They had traveled from the purchase mileage of 64,791 to 75,540 miles, which is 10,749 miles, without an engine oil change. [redacted], the vehicle manufacturer, requires the engine oil change between 3,000 and 6,000 miles depending on usage. The repair shop had performed further diagnosis regarding the engine failure, and found that sludge contamination of the engine oil had caused the failure. The contamination buildup had blocked the engine oil pump pickup screen, which in turn led to a loss of oil pressure and subsequent engine damage. The contract specifically addresses mechanical breakdown caused by contamination of fluids 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. • Any Mechanical Breakdown caused by contamination of or lack of proper levels of fuel, coolants, lubricants, or fluids. This includes fluid leaks. Contamination means unintended presence or introduction of contaminants. The reported engine concern would be ineligible for coverage due to the lack of proper maintenance documentation, and due to a fluid contamination related failure. 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]

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 Complaint: [redacted]
I am rejecting this response because: first off I'm not the primary person on the purchase of the truck but I am the co signer and primary driver of it. The service records that they claim we were unable to provide is a lie. When I was first asked for them I went to the shop where it was done and had them print me a copy of the maintence. Apparently their computer system prints the copy with the current date, rather than the date service was preformed. After being told that wasn't "a valid document" I offered to give them the contact info to the shop. I was told that they were not willing to contact them. I met with the owner of the shop a few days later and went through boxes of receipts until I found the original. He made me a copy which I submitted along with a dated bank statement to prove that was when service was preformed. Joe Patrick claimed the document had been fraudulently "doctored" which was not the case. My fiancé runs a medical clinic and adheres to the strict policies required for insurance billing, OSHA regulations and HIPPA requirements so we take accusations of fraud very serious. For the supervisor of the company to claim that plus his demeanor where unnecessary. Both the mechanic and the inspector sent from GWC recommended that the motor be replaced but GWC has chosen to go with repair instead. As of now I'm "on the hook" for almost $2500 in tear down from the mechanic because of the receipt for an oil change that GWC claims I couldn't produce. I have included a screen shot of that receipt in this email.Regards,[redacted]

Reference: Complaint # [redacted] – [redacted] – Rejection Response
I have reviewed the customer’s rejection to our prior response. The vehicle service contract does address Part coverage specifically 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.
GWC Warranty has approved the prior repair claim and current claim in accordance with the terms of the vehicle service contract.
The customer can choose to have GWC Warranty supply a serviceable used transmission for the repair, or we would provide that pricing amount towards the repair he chooses.
If you have any questions at all, please do not hesitate to contact me again.
GWC Warranty Corporation
Joe P[redacted]
Claims Department
###-###-####