Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please do not accept ************* through this company because they will accept all payments and when assistance is needed they will find a way to NOT assist. My car was totaled in November and insurance paid a portion based off of the cars value. There was a reminder balance left for GAP to pay(being that I added GAP to my monthly car payment) and was informed that Ive been paying for GAP and because my payments were not up to date GAP will not pay for anything meaning Ive been scammed out of hundreds of dollars and still no help. I wouldnt recommend anyone to add GAP just regular car insurance because *** will NOT pay.

  

  Business response

  01/30/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  January 30, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ******** ********
              Claim No. CL20120618
              Complaint ID: ******** 

  To Whom It May Concern:
  
  I am writing in response to your letter regarding Ms. ******** ******** *** claim. *** Moran & Associates****** (JM&A) is the Program Administrator, on behalf of the dealer/financial institution, for the Total Loss Protection Program (***). JM&A has reviewed the information provided regarding Ms.******** *** waiver claim and applied it to terms of the *** Addendum. Please allow the following to summarize and explain the *** waiver amount.
  
  Please note that the purchased *** is not insurance, but a contractual waiver whereby the creditor agrees to waive a certain portion of the outstanding account balance upon the happening of a Total Loss subject to the terms and conditions of the *** Addendum.
  
  According to the information we have gathered, Ms.******** *** claim was filed on January 15, 2025. Based on the Contractual Payoff, there was $6,083.66 owed on the vehicle as of the Date of Loss. The Date of Loss is the date on which the Vehicle was reported stolen or incurred physical damage severe enough to constitute a Total Loss. The Contractual Payoff is comprised of the outstanding balance that would have been owed as of the Date of Loss had all payments been made according to the original payment schedule of Ms. ******** retail installment sales contract. It does not include amounts such as missed payments, payment extensions, accrued interest, late fees, etc.
  
  The Actual Cash Value is defined in the *** Addendum as the Total Loss Settlement made by the insurance company, including sales tax paid or payable plus the insurance company deductible. Here, Ms. ************************************ paid a net amount of $10,432.93 in full and final settlement of the Total Loss to the vehicle, subject to a $500.00 deductible. However,since the deductible was not over $1,000.00, the $500.00 deductible was not deducted from the amount waived.
  
  The *** Addendum does not waive any deductions or assessment by the automobile insurance company on the Vehicle: including but not limited to: prior damage not related to the Total Loss and condition adjustmentssuch deductions or assessments will be deducted from the amount waived.  Here, $997.00 was deducted as a condition adjustment by ****************************** and thus was deducted from the amount waived. Please note that this amount is determined by ***************************** and not JM&A.
  
  Based on the above, Ms. ******** *** waiver amount was calculated as follows:
  
  Amount Owed at Date of Loss
  (Based on the Contractual Payoff)                        $6,083.66
  

  Net Settlement from Auto Insurance                     -$10,432.93
  

  Prior Damage/Condition Adjustment                     -$997.00

  Total *** Amount                                                -$5,346.27
  
  Because the *** calculation resulted in a negative value number, no *** waiver amount is available to Ms. ******** pursuant to the terms of the *** Addendum.
  
  We believe this matter has been handled according to the terms and conditions of Ms. ******** *** Addendum. However, pursuant to the terms of the *** Addendum,she may be eligible for a pro-rata refund of the *** Addendum purchase price and may wish to contact her selling dealership regarding this amount. If you have any additional information, you would like us to consider or have any further questions, please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr. Paralegal 

  Customer response

  01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

  Customer response

  01/30/2025

  The contract stated if my car was repossessed that would be an automatic termination however a payment from my insurance was made on November 11, 2024

  14 days before my November payment which brought my account to 40 days pass due and I also spoke with my current GAP provider and also ****************(the lender) and they were both not aware of all of these hidden stipulations and informed me that they will put that complaint in so that no one else is affected by this company. They also apologized on there behalf and assured me that they work with this company but their a third party company and the representative explained that this was first and she would look into it and apologized.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a car broke down on the highway and almost caused a big accident because the car had lost all the power and unable to operate on Nov 2nd around 4PM CT (5PM ET). We followed the warranty contract to repair it at a Midas, paid ******* out of our pocket since the office was closed (4PM ET), by following the instructions. "Emergency Repair Instructions: In the event that a Breakdown of a covered part occurs when the ********************** is closed and emergency repairs are necessary, You may follow the claim procedures and commence emergency repair without securing the Administrator's prior Authorization. However, You or the Repair Facility must notify the Administrator of the repairs as soon as the ********************** reopens. " So after the car is fixed on Saturday, we notified them immediately on Monday (Nov 3rd) morning and uploaded the invoice and the payment doc. They immediately rejected me because in the invoice the mechanic made a typo on the odometer and my name is not on the contract. I showed them the contract has me as a co-buyer, they challenged back saying we have to get the authorized first, I replied and quoted the contract saying authorization is unnecessary if an emergency happened and office was closed, they pushed back saying "why this is an emergency since car stopped", I quoted the contract again "Emergency repairs are those required because Your Vehicle was Inoperable or unsafe to drive", the car completed lost power, transmission system was down, the steeling wheel is unable to work in the highway, this is more than an emergency but could be a disaster. They didn't reply and i followed up twice, no reply but it seems that they just want to stall the case until i gave up.I am asking here to reimburse the right amount (*******) after the 200 deductible since we followed all the process to handle an emergency, the claim number is P00078792715

  

  Business response

  12/19/2024

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  
  December 19, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      **** ****-Contract No. P00078792715
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the claim filed by Mr. **** **** with ******************************* (FWS). I have carefully reviewed the details of Mr. ***** claim and ******* Service contract.
  
  Mr. **** contacted *** on November 4, 2024,regarding an unauthorized claim which he was required to pay out of pocket. ******* explained that *** was closed at the time of the incident in question.  He was instructed to forward the paid repair receipts for review. Upon receipt of the documents, it was noted that the repair order did not match the contract holders name, and the mileage documented was incorrect. The claim was ultimately denied because Mr. **** failed to obtain prior authorization as required under the terms of the contract.
  
  Emergency Repair Instructions: In the event that a Breakdown of a covered part occurs when the ********************* is closed and emergency repairs are necessary, You may follow the claim procedures and commence emergency repairs without securing the Administrators prior Authorization. However, You or the Repair Facility must notify the Administrator of the repairs as soon as the ********************* reopens. You must submit written information and documentation concerning the Breakdown and repairs no later than thirty (30) days after the Breakdown.Reimbursement of emergency repairs will be subject to all terms and conditions of this Service Contract and nothing herein authorizes repairs not otherwise covered. Emergency repairs are those required because Your Vehicle was inoperable or unsafe to drive. Parts must be available for inspection when the ********************* reopens.
  
  Mr. ***** contract also requires that if he experience a breakdown, he should:
  
  7. Obtain authorization from the Administrator prior to beginning any repairs covered by this Service Contract.
  
  However, upon receipt of your letter, FWS reviewed Mr. ***** claim, and has agreed to reimburse Mr. **** for the repairs pursuant to the terms of the contract A reimbursement check in the amount of $2,034.35, less the shop supply charges and other miscellaneous charges, which are not covered under the terms of the contract, will be forwarded to Mr. **** in the next few days.
  
  Please note that upon review of the complaint, *** discovered that Mr. ***** contract cancelled on December ******, with an effective date of December 2, 2024. As such, Mr. **** will no longer be able to make any additional claims under the contract.
  
  We trust that this claim was processed pursuant to Mr. ***** satisfaction, as FWS values him as a customer. Should ******* have any questions regarding this matter, he may contact the undersigned,at the telephone number listed above.
  
  Sincerely,

  /S
  
  ***** **********
  Sr.Paralegal

  Customer response

  12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car from Courtesy *** of *******, *** ********** back in 2017. The car is a 2016 *** ******* It now needs a new engine replacement, and is still within the warranty coverage period. I was told that the warranty has exclusion in the contract. At the time of purchase it is sold as a Bumper to bumper extended warranty. Now I'm told I need to pay the tear down fee of $2000.00 for the engine, but if for any reason they decide not to cover the engine replacement. I'm on the hook for this amount. I feel like at every turn they are finding a reason to deny my coverage. This is not what I wanted to hear today. It's Veterans day weekend, and this is how this company is treating a Veteran? I feel like I'm stuck either way. If JM&A decides to decline my Engine replacement, then I'm not only out of a car, but now I'm out $2000.00 as well. Why would anyone do this? I urge everyone to think hard before purchasing these warranties. Either they need to make this clear, or stop the dealerships from selling them as full warranties.

  

  Business response

  11/18/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  November 18, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      **** *******-Contract No. A05770003920
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the claim filed by *** **** ******* with ******************************** (FWS). I have carefully reviewed the details of his claim and limited warranty coverage.
  
  On October 17, 2024, *** ******* brought his vehicle to a repair facility regarding an issue with the engine running rough and the check engine light being illuminated. The repair facility performed a diagnosis and determined that the engine needed to be replaced. The claims analyst determined that the engine was covered under the *** warranty extension and denied the claim for coverage under the service contract. The repair facility and ********** were both advised to contact *** Consumer Affairs for assistance.
  
  On October 29, 2024, *** ******* informed us that the *** engine warranty extension was not applicable to his vehicle, and that *** had denied the claim. *** advised *** ******* to ask his repair facility to contact us with further details, so we could evaluate the claim for coverage under his service contract.
  
  On November 6, 2024, the repair facility informed *** that *** denied *** ******** engine claim because the cause of failure was determined to be ineligible for coverage under the warranty.  Thus, FWS set up the vehicle for an inspection.
  
  On November 7, 2024, an inspection was performed on *** ******** vehicle. The inspector indicated that the spark plug was removed,and they discovered the following: (i) cylinder number two misfired  and (ii) using a borescope they saw the exhaust valve for cylinder number two was burnt and had a hole. The inspector determined that the findings were consistent with failure of the exhaust valve in cylinder number two. However, teardown would be needed to determine the cause and extent of the damage. On November 8, 2024, the claims analyst contacted the repair facility and asked them to obtain teardown authorization from *** *******,pursuant to the terms of his contract. *** also advised that if the inspection revealed that the failure was due to one of the contract exclusions, that the claim would not be covered and the contract would be unable to assist with any costs associated with the teardown of the vehicle. Please refer to the section of the contract entitled How to Make a Claim, which provides:
  
  HOW TO MAKE A CLAIM: WHEN REPAIRS ARE REQUIRED, YOU MUST RETURN THE VEHICLE TO ANY KIA ******* WITHIN THE TERM/MILEAGE INDICATED ON THE ***** PAGE OF THIS LIMITED WARRANTY. IF YOU CANNOT RETURN YOUR VEHICLE TO ANY KIA ******* YOU MUST TELEPHONE FWS AT ************** DURING NORMAL WORKING HOURS TO RECEIVE INSTRUCTIONS. IF YOU DO NOT FOLLOW FWS INSTRUCTIONS, WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR THE COST OF ANY REPAIRS. AUTHORIZATION MUST BE OBTAINED FROM *** PRIOR TO HAVING YOUR VEHICLE REPAIRED. *** RESERVES THE RIGHT TO INSPECT ANY VEHICLE BEFORE AUTHORIZATION OF ANY REPAIRS. IN THE EVENT OF AN EMERGENCY SITUATION THAT OCCURS AND FWS CANNOT BE REACHED,YOU CAN PROCEED WITH REPAIRS, BUT PAYMENT WILL BE IN ACCORDANCE WITH THE OTHER PROVISIONS OF THIS LIMITED WARRANTY. IN ORDER TO MAKE A CLAIM UNDER THIS LIMITED WARRANTY YOU MUST:
  1. PROVIDE TEARDOWNAUTHORIZATION WHEN REQUESTED BY ***, SO THAT THE REPAIR FACILITYCAN PROVIDE AN ACCURATE DIAGNOSIS AND ESTIMATEOF REPAIRS. WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR TEARDOWN COSTS IN THE EVENT THE REPAIRS ARE NOT COVERED UNDER THE PROVISIONS OF THIS LIMITED WARRANTY
  
  FAILURETO COMPLY WITH THE RESPONSIBILITIES OUTLINED HEREIN MAY RESULT IN THE DENIAL OF YOUR CLAIM. IF YOU HAVEANY QUESTIONS WHICH CANNOT BE ANSWERED BY YOUR SELLING ******* PLEASE CONTACT FWS.
  
  Please be advised that *********** claim will remain open until he authorizes the repair facility to perform the teardown for additional diagnosis. Upon completion of the diagnosis, a decision will be made by *** regarding this matter. However, please note that teardown charges will only be covered if the claim is covered, and that FWS is not obligated to reimburse *** ******* for any tear down costs in the event that the repairs are not covered under the terms and conditions of his contract.
  
  We trust that this has answered any questions that *** ******* had regarding this matter. Should you have any additional questions, please contact me at the telephone number listed above.
  
  Sincerely,

  /s
  
  ***** K. **********
  Sr. Paralegal
  

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim on 10/22/24 for a reimbursement fee. I purchased a new tire from *********, and I was advised to file a claim so I could receive my refund within 7-10 business days. I spoke with a ***resentative named **** *****, and she requested my VIN number and the receipt to show proof of the payment that I've made. It is now 11/7/24 and I still haven't received my reimbursement check. I called and spoke with another *** and he stated that all of the information was verified but, they needed to verify my address again. I asked him why didn't nobody reach out to me. The *** then stated that the previous *** already verified everything but, he was not sure why my check was not sent out. He claimed that he had to send the payment department an email to issue the check. The previous *** already informed me that everything was correct. I feel like I'm being scammed. This is very unacceptable and unprofessional I paid for my warranty every month and now I'm getting the run around for my reimbursement check. I should not have to wait an additional 7-10 business days when the information was already verified. If I do not receive a response, I will proceed with a legal matter.

  

  Business response

  11/18/2024

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  November 18, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      ****** ***** and **** ******
              Contract No: P00022045175
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the claim filed by Ms. ****** ***** on behalf of Mr. **** ****** with *******************************. (FWS). I have carefully reviewed the details of Mr. ******* claim and vehicle service contract coverage.
  
  Mr. ****** first contacted *** on October 21, 2024, seeking instructions on how to start a claim. He was asked, to have the repair facility contact *** prior to commencing any repairs on his vehicle. On October 22, 2024, Mr. ****** contacted *** from the repair facility and proceeded to pay for the tire replacement. Later, he contacted *** and e-mailed us a copy of the paid repair receipt for reimbursement.
  
  On November 7, 2024, Mr. ****** contacted *** regarding their reimbursement and was informed that the check was not yet issued. On November 8, 2024, *** determined that the incorrect reimbursement amount was issued to Mr. ******* Therefore, a stop-payment was placed on the check, and a replacement check in the amount of $150.70 is being forwarded to Mr. *******
  
  We trust this was resolved to Mr.******* satisfaction, as FWS values him as a customer. Should Mr. ****** have any questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr.Paralegal

  
  

  Customer response

  11/18/2024

   
  Complaint: 22527437
  
  I am rejecting this response because:

  **** ****** did not contact the company I did. This is my car that I pay for. He is the owner and I am the co-owner. I was informed that the check would be addressed to me. Also, I was never informed that the check amount was incorrect. This company has poor customer service. I just want my reimbursement as requested. If I do not receive my refund I will pursue legal action.

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date 03/22/2024 I have been told by *** Moran insurance,that they have sent 2 checks for remuneration. None have showed at my residence and none have been cashed. I see from others this check in the mail deal is fairly common with these folks.I cannot however get the check numbers they sent to me,claiming they must be cashed first . I have been in contact with the sales agent which is **** ******* westside **** in ************. They filed for a refund for me according to the person at ******* that sold the policy, Now they want to say they have no responsibility to help. According to Florida statutes I must be given a copy explaining what the insurance covers before I bought it, It took months before I finally got an explanation of benefits dealer just attempted to tell me what it covered. After much inquiry finally got the letter of benefits here is that statute Section 634.282(17), Florida Statutes requires, if requested by the consumer, a complete sample copy of the terms and conditions of the service agreement (also referred to as an auto extended warranty) must be provided prior to the time of sale. A service agreement company may comply with this requirement by providing the consumer a sample copy of the terms and conditions of the service agreement or by directing the consumer to a website that displays a complete sample of the terms and conditions of the service agreement.I have all correspondence saved and will send anything needed to prove the incompetence and failure to perform by both *** ******** insurance and Hananias representatives.Please look into this.

  

  Business response

  11/06/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  November 6, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:     **** ********
             Contract No. P00079059992
             Complaint ID No. ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding the complaint filed by Mr. **** ********, with ******************************** (FWS) relating to the cancellation of his contract. We apologize for any issues Mr. ******** encountered during the cancellation of his contract.
  
  Mr. ********* contract was cancelled on August 20, 2024, with an effective date of July 23, 2024. Two checks were issued by ***. However, it appears neither were received by Mr. ********* As such, on October 29, 2024, the dealership issued a replacement cancellation check, which was cashed on October 31, 2024.
  
  We trust that this matter was resolved to Mr. ********* satisfaction, as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K.**********
  Sr. Paralegal
  
  
  

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine failed on my 2019 Kia **** that had a little over ****** miles. I took it into the *** dealership on 9/24/24. This company dragged their feet with the repairs, eventually replacing the short block engine. It took a full week before they came to look at it and then said the engine needed to be torn down. I was told that the teardown would be covered by them if it was "not my fault" that the engine failed. After the teardown (1.5 weeks later) I was told they were replacing the short block engine but needed to send a "piston out for machining". That took another week or so. I finally got the car back on 10/22/24 but had to pay $2,100 plus for the rental car I had, the tear down and my deductible (which was $50.00). My complaint is that the engine failure was clearly not my fault if they agreed to fix it. In this case, they should have covered the rental car and tear down and I should have only had to pay my $50.00 deductible. I was even told when *** called me that one person at the company said I did not owe anything for the teardown but then the *** dealership called again and said I did have to pay. Regardless, this should not have taken a full month and I should not have to pay anything other than my deductible.

  

  Business response

  11/06/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  November 6, 2024
  
  Better Business Bureau 
  *********************************************************;
  *************************
  
  RE:      ****** ******-Contract No.: 58113022
              Your File No.:  22467937
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the claim filed by Ms. ****** with *******************************. (FWS). I have carefully reviewed the details of Ms. ****** claim and limited warranty coverage.
  
  Ms.****** reported an issue with her vehicle on September 20, 2024, reporting complaints of a knocking noise in the engine. The repair facility noted there was metal in the oil, and the cylinder walls were scored. They were asked to produce an estimate for original equipment manufacturer (OEM) parts.
  
  On September 24, 2024, the repair facility called with a short block estimate and the vehicle was scheduled for an inspection to determine the cause of the problem. After the first inspection, it was determined that additional teardown would be needed to determine the cause of the problem, and they were advised that Ms. ****** would be required to provide teardown authorization for the engine, pursuant to the terms of her limited warranty contract.
  
  A second inspection was performed on Ms. ****** vehicle after teardown authorization was provided. The second inspection verified a scored rod bearing and *** authorized the claim pursuant to Alldata, a recognized labor guide,for a total of $8,891.76 on October 2, 2024. Please refer to the section of the contract titled, Diagnostics Coverage, which states:
  
  DIAGNOSTICS COVERAGE: WE will pay for reasonable, necessary and customary diagnostic charges incurred in conjunction with a MECHANICAL BREAKDOWN, not to exceed the labor time listed in a nationally recognized parts and labor guide. DIAGNOSTIC TIME WILL NOT BE PAID FOR THOSE CONDITIONS WHERE THE PROPER REPAIR IS READILY APPARENT TO THE NORMAL SENSES OF SIGHT, TOUCH, SMELL AND/OR SOUND.
  
  Pursuant to the terms of the contract, *** also authorized ten days of rental reimbursement at $35.00 per day, for a total of $350.00. If there is any additional documentation that Ms. ****** would like for *** to consider, please forward it to the undersigned.

  We trust that this has answered any questions that Ms. ****** had regarding this matter. Should you have any additional questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** **********
  Sr.Paralegal

  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle needed an engine replacement which was under warranty with ***. It was with the dealership since July 17. The approval for the replacement occurred around September 16. During that time I incurred **** charges well over the $350 loaner/car service allowance that *** offered. I sent the attached charges and was told I was only entitled to $56.50 since those were the only "service" dates. There is a discrepancy about the timing of the service *** indicated they did not hear from the dealership and the dealership claims that they received inspection date and no one showed up. I am requesting that the balance of the $350 be reimbursed to me.

  

  Business response

  10/10/2024

  
  WRITER'S DIRECT LINE:           954/420-2292
  WRITER'S DIRECT FAX:            954/420-2292
  
  October 10, 2024
  
  
  Better Business Bureau
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  RE:      Cheryl Palac-Contract No. J00058345977
              Complaint ID: 22343684
  
  To Whom It May Concern:
  
  Fidelity Warranty Services, Inc. (“FWS”) received your letter regarding the above referenced matter.
  
  I am in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
  
  In the meantime, if you have any questions, please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  Nancy K. Beausejour
  Sr. Paralegal

  Customer response

  10/10/2024

  The response from Jim Moran & Associates aka Fidelity Warranty Services did not offer a resolution to my complaint, it only stated that the matter is being reviewed. So no as of this date I am not accepting their response.  Thank you.

  Customer response

  10/10/2024

   
  Complaint: 22343684
  
  I am rejecting this response because: the response from Fidelity Warranty Services offers no resolution to the issue.  It only stated that it will be looked into.
  
  Sincerely,
  
  Cheryl Palac

  Customer response

  10/10/2024

  I also sent two emails requesting a copy of my case files, which has not been acknowledged,

  

  Business response

  10/15/2024

  WRITER'S DIRECT LINE:    954/429-2292
  WRITER'S DIRECT FAX:     954/429-2292
  
  October 15, 2024
  
  Better Business Bureau
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  RE:   Cheryl Palac- Contract No. J00058345977
           Complaint ID: 22343684
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the recent complaint filed by Ms. Cheryl Palac with Fidelity Warranty Services, Inc. (“FWS”). I have carefully reviewed the details of Ms. Palac’s claim and vehicle service contract coverage.
  
  A repair facility first contacted FWS on July 17, 2024, regarding an issue with the check engine being illuminated and loss of engine power in Ms. Palac’s vehicle. The repair technician discovered low compression on cylinder number two and requested authorization to replace the engine short block. The claim analyst scheduled an inspection.
  
  An inspection was performed on the vehicle on August 2, 2024. The inspection revealed that the engine started but was running rough. There were numerous diagnostic codes showing that cylinders 2, 3, and 4 had misfired. The spark plugs were also wet with oil. A borescope test was performed, indicating excessive scoring on the cylinder walls and oil running down the cylinder walls. There was no sign of the following: external leaks, sludge through the oil filter, and no signs of intermix/fluid contamination. However, the claim analyst was unable to log the inspection reports due to an issue with an incorrect email address.
  
  On August 7, 2024, the repair analyst called for the claim status on Ms. Palac’s vehicle. The claim analyst explained that the inspection indicated a possible failure to the piston rings. In addition, he further explained the contract exclusions and that Ms. Palac’s claim may not be eligible for coverage under her contract. The claim analyst requested that the repair facility obtain Ms. Palac’s approval for further teardown authorization of the vehicle, so that we may determine the cause of failure.
  
  A second inspection was performed on the vehicle on September 12, 2024, after teardown authorization was obtained from Ms. Palac. The inspector indicated that all four cylinders had scoring, specifically cylinders 1 and 4, which had dirty oil. The inspector also indicated that the findings were consistent with an internal engine failure. However, further teardown was required to determine the full extent of the failure. The claim analyst logged the inspection report and indicated there were no signs of exclusion. Thus, FWS approved the replacement of the short block assembly in the amount of $5,951.04, less Ms. Palac’s  $50 deductible.
  
  On September 17, 2024, Ms. Palac requested reimbursement for the Uber charges she incurred during the time in which the vehicle was at the repair facility.  The claims analyst requested the paid repair receipts to review the service dates, in order to determine eligibility for the Uber reimbursement.
  
  Please refer to the section of her contract pertaining to Alternate Transportation, which states:
  
  ALTERNATE TRANSPORTATION: In the event YOUR covered vehicle cannot be repaired within the same day, WE will reimburse YOU up to a maximum of $35 per day for ten (10) days for the cost of alternate transportation incurred if required for a covered repair. ALTERNATE TRANSPORTATION coverage includes reimbursement for public transportation, rental car services or ridesharing services using a legal business entity. YOU are responsible for obtaining a rental car or ridesharing service from a licensed rental car agency, authorized dealer or an authorized ridesharing service provider. ALTERNATE TRANSPORTATION COVERAGE IS NOT PROVIDED FOR PARTS DELAY, SHOP SCHEDULING OR FOR WORK NOT COVERED BY THIS LIMITED WARRANTY. YOU MUST RECEIVE PRIOR AUTHORIZATION FOR ALTERNATE TRANSPORTATION. REIMBURSEMENT IS LIMITED TO DOWNTIME REPAIRS AND ENDS ON THE DATE OF REPAIR COMPLETION OR AFTER FIVE DAYS, WHICHEVER OCCURS FIRST.
  
  On September 23, 2024, the repair facility called to inquire if the starter motor was also eligible for coverage. They were advised that the starter was not a listed covered component of Ms. Palac’s contract. Thus, that part of the claim will remain denied.
  
  On September 24, 2024, the claims analyst processed the Uber documents Ms. Palac submitted for review. Based on the documentation provided at the time, it was determined that she was eligible for $56.50 in reimbursement.
  
  However, FWS has reviewed the additional Uber receipts submitted by Ms. Palac with her complaint, to determine if she is eligible for additional reimbursement.  Based on the documentation provided, FWS will be reimbursing Ms. Palac an additional $380.71 for 17 days of Uber rental. The reimbursement check will be forwarded to her within the next 10-15 days.
  
  We trust that this has answered any questions that Ms. Palac had regarding this matter. Should she have any additional questions, she may contact me at the telephone number listed above.
  
  Sincerely,
  

  /S

  Nancy K. Beausejour
  Sr. Paralegal

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22343684, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Cheryl Palac

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 *****. The salesman added many extended warranty and other packages. They were very expensive. Although I was not aware at the time I consented to the overpriced add ons. Unfortunately, I was in an accident and my vehicle was totaled. I contacted JM&A right away. I followed their prescribed plan they failed to return all my money. I never used the service contract or other ridiculous warranties and yet I was still forced to pay them after my vehicle was totaled. They fraudulently up sell these services. They try to trick the consumer into keeping them. They make it very difficult to cancel them. All the while the companies are charging a fee for services which will never and can never be rendered. I attempted to use the device contract and was denied service. The vehicle was purchased from ************** but I live the the **/MD area. They would not honor the service contract where I live. I called my horrible salesperson. He refused to help. I called the dealership they refused to help. The dealership was terrible. They overcharged me for registration of my vehicle. It took them a very long time to finally get it registers and they were not cooperative. This company is unethical. They overcharge for vehicles, add services which are difficult if not impossible to use.Then they make it very difficult to impossible to cancel. You have to wait online for over a half an hour to speak to a representative about cancellation. I purchased *************, as well. It did not pay for the remaining balance as promised. The analyst claimed she could not get the cost of the service contract and other add ons to deduct them. They left me with almost $10,000 in cost for the add ons which were useless. These cost should be fully refunded. This is fraud!

  

  Business response

  10/07/2024

  To Whom It May Concern: 

  Attached, please find the response letter to this complaint.

  Sincerely,

  ***** K. **********

   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never received the credit balance that was remaining from the *** coverage on the 2021 Chevrolet Camaro that I totaled. I called *** Moran establishment about the request to cancel the *** on the car and receive the remaining credit balance. However I was told to go through the dealership where I purchased. So I called Parks Chevrolet Huntersville on June 17, 2024, spoke with finance manager, who manually entered the request, and claimed that request would be sent over to the *** coverage office. As of today, I still have not heard from neither *** Moran or Parks Chevrolet Huntersville or received my refund.

  

  Business response

  09/06/2024

  WRITER'S DIRECT LINE:         ************
  WRITER'S DIRECT FAX:          ************
  
  September 6, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:     ******** *******
             Complaint ID: ********
  
  To Whom It May Concern:
  
  *** Moran & Associates, **** (JM&A) received your letter regarding the above referenced matter.
  
  I am in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
  
  In the meantime, if you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***** K. **********
  Sr. Paralegal
  
  

  

  Business response

  09/16/2024

  WRITER'S DIRECT LINE:  ************   
  WRITER'S DIRECT FAX:   ************   
  
  September 16, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:     ******** *******-Claim No. CL20100581
            Complaint ID No. ********
  
  To Whom It May Concern:
  
  I am responding to your most recent correspondence regarding Ms. ******** concern related to the cancellation of her GAP Addendum, administered by Jim Moran and Associates, **** (JM&A).
  
  Pursuant to the provisions of Ms. ******** GAP Addendum, upon cancellation, the refund is made to the lienholder, if applicable.  The dealership is ultimately responsible for forwarding the funds directly to the lienholder.  In the event that the lien has been satisfied or there is no lien, the dealership would then return the funds directly to the contract holder.
  
  According to our records, Ms. ******** GAP Addendum was cancelled on June 10, 2024, with an effective date of May 14, 2024,and the pro-rated refund was forwarded to Parks Chevrolet ************, the dealer, pursuant to the provisions of the contract. If Ms. ******* has not received notification from her lienholder or Parks Chevrolet Huntersville regarding her refund, she should contact the dealership for further information.
  
  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  ***** K. **********
  Sr. Paralegal

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended coverage car warranty when I bought a new car on 5/31/24 at ********************* in *********, **. The contract said we can cancel within 60 days and get our money back, minus a $50 admin fee. I submitted the form to cancel on 7/10/24 but it's still not canceled more than 1 month later -- as of today, August 12. I am very frustrated. I have to call JMA every 1-2 weeks to try to chase someone down and inform me why it has still not been canceled. When will I receive the cancelation and refund as promised? It is now past the 60 day period due to negligence on JMA's side as they keep beating around the **** and refusing to cancel.

  

  Business response

  08/20/2024

  WRITER'S DIRECT LINE:            ************
  WRITER'S DIRECT FAX:             ************
  
  August 20, 2024
  
  Better Business Bureau
  ************************************************************************************************************
  
  Re:       *******************
              Contract No. P00079813812
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by Ms. ******************** regarding the cancellation of her contract with ******************************** (FWS).
  
  Our records indicate that ************ contract was canceled on August 12, 2024, with an effective date of July 4, 2024.  *********** contract was canceled at 100% of the service contract purchase price,less a $50.00 administration fee and the refund has been issued to ************************** as the vehicles lienholder, at ************ request on the provided cancellation form dated July 4, 2024
  
  We hope this matter is now resolved to ************ satisfaction, as FWS values her as a customer.  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal

  Customer response

  09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

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