Exxon Mobil

[redacted]   Thank you for contacting GWC warranty in response to this concern.   I have reviewed [redacted] claim that was called in on 6/30/17 for an ABS Module and I see we paid above the [redacted] labor time to replace it. As per the GWC contract...

terms and conditions, section 6. Labor charges shall be based on the current [redacted] labor guide. Labor Information Skill Level Mfg. Warranty Standard Electronic Brake Control Module Replace         Control Module Does Not Include: System, Diagnosis. B 0.6 0.8 [redacted]   GWC payed [redacted] shop 1.6hrs of labor and .5 for diagnostic. This is well above the required [redacted] labor time for this repair. The [redacted] labor time includes all the necessary steps to perform this repair. I have also attached a copy of [redacted] contract for you to view.   If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John W[redacted]
[redacted]
[redacted]   [redacted]   [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] – Rejection Response I have reviewed the customer’s rejection of our response. As stated in prior correspondence, GWC Warranty provided coverage towards the replacement of the engine components that were verified as failed. The customer would be responsible for any repairs recommended by the repair facility that were not verified as a failure. The contract addresses this specifically 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 Covered Component which has not experienced a Mechanical Breakdown but which a repair facility recommends to be repaired or replaced. With regards to cancellation and refund, the service contract also addresses that 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 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. In the event the above conditions for cancellation and refund are met, the claims paid of $1,800.00 dollars would exceed the contract purchase price of $595.00 dollars. I have attached a copy of the contract application for review with the prior response. 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 has not been contacted about any
repairs required...

with the vehicle in question. I reached out to the customer by
phone and explained our claim procedure. The customer will be having a claim
initiated to address the concerns and determine coverage.
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]

[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:     I still think the insurance company did not honor their contract with me.  However, I have received an additional payment of $312.00 from [redacted], the dealer that I bought the [redacted] from in January 2016.[redacted] told me that he had spoken with the gentleman that he had been dealing with at GWC and after talking it over with him, I was sent the check for $312.00  So, I am satisfied that  the car dealer has made the additional payment to me and I withdraw my complaint against GWC Warranty.  
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.  I feel that the company never would have contacted me, had I not filed a complain with the Revdex.com, and their response time of 6 business days is totally unacceptable. Please make a note of these complaints/comments.
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 did have 2 independent mechanical...

inspections
performed to verify the failures reported. The mechanical inspector had found
the vehicle did have aftermarket modifications installed to the exhaust system.
They had also verified a lack of lubrication in the engine had caused damage to
the internals and the subsequent failure. Those items are both specifically
addressed in the vehicle service contract terms 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.
• 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
GWC Warranty has no obligation towards the cost of the
failures related to these above noted items.
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.
I have reviewed the customer’s statement of the problem and
the contract details associated. GWC
warranty did approve a repair claim for turbocharger replacement...

totaling
$2841.31 dollars. The replacement turbochargers were then determined to be
faulty after installation. The vehicle service contract does address this
situation specifically 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.
• Faulty parts or labor provided by
others during the course of a Covered Repair.
GWC Warranty would have no obligation towards the cost of
the replacement of the faulty turbochargers supplied by 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
[redacted]  
ext.   [redacted]

[redacted]
 [redacted]
I am rejecting this response because: GWC had already agreed to repair the engine for $4700 based on the findings of the inspector. The repair told them that the engine had preexisting problems that caused the crossover pipe to crack and leak. The repair shop [redacted] advised GWC that they would not warranty the work of the head gasket were replaced only because the engine has internal preexisting conditions , as seen in comments of the receipt in attachments. GWC told the repair company to breakdown the motor after such denied the claim and left me stuck with the bill of $1154.99 (see attachments). GWC has jumped liability based its independent findings of possible overheating but the repair shop told them the car never overheated before or after first repair. The warp hea. came from previous engine failure[redacted] 
[redacted]
[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 did have several independent mechanical inspections performed on the...

customer’s vehicle in question. The result of these inspections were that there was no mechanical failure displayed that would be eligible for coverage under the terms of the vehicle service contract. Due to the customer dissatisfaction with the service contract coverage, GWC Warranty has processed a cancellation and refund of the vehicle service contract to reimburse the customer. 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

[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: I have  received the paperwork from the mechanic  saying that it was authorized at labor rate 82.50 which is the rate set by gwc and this ammo service dept.  My car was scheduled to be completed on Friday I get a call saying that my car is done but gwc isn't going to pay the 82.50 rate that was agreed . So I had to come up with the difference myself.  The owner of ammco Was also told that he was getting the 82.50 rate which was approved by a representative  of gwc. Also after numerous conversations with gwc always talking about the claim and the quote that was sent in at the 82.50 rate which was approved they never a aid anything about the difference I  rate until the end of the wotk.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 an engine replacement claim for this customers’ vehicle totaling...

$2,440.00 dollars after their deductible. That claim was approved in accordance with the terms of the vehicle service contract regarding parts and labor coverage. The customer would be responsible for any additional charges requested by their shop above GWC Warranty’s approval amount. 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:
The GWC agent verbally described the coverage as including all of the car's electronics/technology.  I specifically stated that my only reason for getting extended coverage was for the assurance that the navigation, cameras, [redacted], etc would be covered.  These were issues with my previous car and I was willing to pay to avoid them.  GWC 's agent at the car agency (the sales agent) statedthe coverage that I purchased as "bumper to bumper" and that it covered all of the electronics/technology.  It in reality covers very little if any of the technology within the car  Surely GWC has a responsiblity to ensure that the people selling their products represent the product truthfully.  This product was not represented truthfully and I bought it based on the salesperson's assurances.
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
transmission speed sensor is not listed for coverage in the Standard...

Component Coverage
section of the vehicle service contract. Only items specifically listed in the section are available for coverage through GWC Warranty.
I have attached a copy of the contract application and
Component Coverage section 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]
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 claim initiated on August 6, 2015 was
approved in accordance with the...

terms of the vehicle service contract regarding
parts and labor coverage. Diagnostics were not included with our claim coverage
and would be covered for up to one hour of labor. GWC can process a
reimbursement to the customer for the diagnostic coverage if they would like to
be reimbursed that cost.
In regards to cancellation and refund, the vehicle service
contract does address that specifically as follows;
13. CANCELLATION(S)
AND REFUND(S):
• You may
return this Contract within
twenty (20) days after the date the Contract
was mailed to You, or
within ten (10) days after the date of sale indicated on the face of this Contract Application if the Contract was delivered to You at the time of sale, and, if there
are no claims, the Contract is
void and You will receive a full
refund of the Contract purchase
price. The right to void this Contract is
not transferable and applies only to the original Contract Holder. You may
return this Contract by mailing
it to the attention of the Administrator
at the address listed on the face of this Contract. If You cancel
this Contract after the
applicable time frame or if a claim has been filed, You will receive a refund of a portion of the Contract purchase price only if Your Vehicle is declared a total loss
by the insurance company insuring the Vehicle,
or if the Vehicle is validly
repossessed by the Contract Holder’s Lender.
We shall refund a pro rata
portion of the amount paid by You or
the Lien Holder based on the
lesser of the remaining time or mileage on this Contract, deducting any claims paid by Us and a fifty dollar ($50.00) service charge. All cancellation
requests must be made through the Selling
Dealer. Cancellation terms and conditions may vary by Lien Holder.
 The customer is advised to contact their selling dealer if
the above conditions for cancellation are met.
If they would like to process the reimbursement for
diagnostics, please contact me directly. My contact information is listed
below.
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]

[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:
The repair has been approved for a new part but GWC isn't paying full price for the new part. They DID NOT approve the amount of the new part which is $621.00 they approved $500.00 of the $621.00. Therefore the new part was approved by GWC but the entire cost of the part wasn't approved by GWC. They approved for the shop to get the new part but isn't paying for the new part. Therefore I have to pay an additional $121.00 per part towards a part that is supposed to be covered in full by the warrant. I'm only suppose to pay labor difference not part difference. 
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 vehicle service contract submitted for this customer has a term based on the manufacturers’...

original in service date. The in service date for their particular vehicle was 9/29/2011, that was verified through [redacted] and [redacted] to be accurate. The contract application had the vehicle sale date mistakenly inputted in the in service date data field, but does not change the term of the coverage because it is based on the manufacturers’ in service date. I have attached a copy of the vehicle service contact, and the [redacted] in service date verification screen 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. This vehicle service contract has already been cancelled and refunded to the selling...

dealer. This was processed in April of 2016. I have reached out to the customer directly and advised that they would need to contact their selling dealer with regards to the cancellation and applicable refund due. 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 Supervisor [redacted]   ext.   [redacted]

Reference: Complaint # [redacted] – [redacted] –
Rejection response
I have reviewed the customers’ rejection of our response. As
stated in prior correspondence, the repair claim was paid in accordance with
the terms of the vehicle service contract regarding labor coverage.
As a goodwill gesture to the customer, I will agree to
reimburse the additional $12.50 per hour for a total of 15.6 hours of covered
labor. That would equal $195.00. I would ask the customer to contact me
directly to process the goodwill reimbursement payment to him.
A copy of the service contract application was included with
initial response.
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 complaint from [redacted] about her refund and unfortunately any refund is pro rata as stated in the terms and conditions, section 13. Cancellations and...

refunds. 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 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. • The Selling Dealer will refund their unearned portion of the Customer’s total Contract price. In the event the Selling Dealer cannot return their unearned portion of the Customer’s total Contract price due to bankruptcy, insolvency, or otherwise is out of business, We shall refund the Selling Dealer’s unearned portion to the Customer. • Furthermore, it is understood and agreed to between You and Us that the Administrator, at their sole discretion, reserves the right to cancel this Contract for one or more of the following reasons: (a) Material misrepresentation or fraud at time of sale or anytime thereafter; (b) If it is determined that the Vehicle does not meet Our underwriting criteria; or (c) Non-payment or partial payment by the Selling Dealer for this Contract. In the event of an Administrator imposed cancellation, the refund amount will be calculated by pro-rating the amount received by Us from the Selling Dealer based on the lesser of the remaining time or mileage on the Contract, deducting any claims paid by Us and a fifty dollar ($50) service charge. I have attached a copy of the contract to view. If you have any questions at all, please do not hesitate to contact me again. GWC Warranty Corporation John W[redacted] Litigation & Escalation Manager ###-###-####   ext.   [redacted]