Complaints

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Amyntagroup on Monday, May 22, 2023 via phone regarding the May 16, 2023, email from **************************************** to discuss the service options replacement offers noted in his email, but the Amyntagroup representative (******) said he did not know who that was and that I should check back on Thursday, because it had not been 5 days since the date of the claim, which he said was on May 17, 2023, despite my efforts of explaining the May 16, 2023, email from ******. I asked ****** if I could speak to a supervisor, and he informed me that the Supervisor would tell me the same thing he told me. I also asked him for the number for the corporate office and he said that Amyntagroup did not have one. On May 24, 2023, I contacted Amyntagroup again and was told that my claim had been approved for the new oven and was given a claim number to take to a store to purchase the oven. I was told it was just like the one I had. I asked him for documentation from Amyntagroup stating the information of the claim and instructions, along with the dollar amount, and etc., which I never received. On May 30, 2023, I called Amynta again, and was then told that they had purchased the oven but no tracking information was available, I also asked about my concern with them making the purchase and I not having the option to purchase a warranty. He just said, I would have to get a new one. (Which I would not be able to do, since I had no information about the oven to provide to the store nor did I know what store/merchant the oven was coming from. I followed up via phone call to Amyntagroup today, June 5, 2023, at 5:02pm ET, regarding my previous conversation with an amyntagroup representative and email from June 3, 2023. (See previous email below.) I was informed on June 3, 2023, during my phone conversation with an Amyntagroup representative that they were not able to provide me with or confirm the terms of my warranty regarding the company paying for the removal of the old ******* double wall oven microwave combo. They then stated that the information would be forwarded to a supervisor who would respond in 24-hours. This prompted my follow up call and email today, June 5, 2023, and again the representative was unable to verify or confirm the language and terms in my warranty agreement and that she would have a supervisor contact me within 24-hours. I received the delivery on Saturday, June 5, 2023. I had to come out of my pocket and bear the expense of having to pay for the installation and removal. in the amount of $250. Amyntagroup, per my warranty, are to have covered the cost for removal of the old appliance, which they were and still are reluctant to do. The purpose of my calls and emails pertain to my concerns of Amyntagroup not honoring the terms of my warranty and official/required customer correspondence, documentation, and etc., as noted below:1. Not regarding the terms under my warranty for Replacement - paying for the removal of the appliance. (See warranty attached.)2. I have no documentation of my claim other than the initial email from Amyntagroup I received on May 16, 2023, stating the following: (unit is non repairable we will move forward, and it will be more economical to go for service options and replace your unit. We will reach out to you within 3 to 5 business days for service options replacement offers, other than the documentation I have noted in emails and phone calls.3. Amyntagroup never reached out to me within the 3-5 business. (See email above.)4. Amyntagroup never reached out to me for service options replacement offers. (See email above.) I contacted Amyntagroup on May 30, 2023, and was told that my oven had been ordered and it was the same model that I had - and informed them that I did not want the ******* brand or model number due to the company having issues with the control board overheating forcing the doors to remain locked. (I have been without the use of my oven since late April, ******. Not receiving any follow-up phone calls, correspondence or documentation regarding my claim.6. Requests to speak with a supervisor - not available.7. No return call from a supervisor as requested on both June 3 and June 5, ******. Replacement appliance was ordered without my knowledge.9. No opportunity to obtain a warranty - Amyntagroup ordered and arranged for delivery of the appliance prior to my phone inquiry on June 5th, but could not provide me with any information as to who the merchant was or tracking information. Delivery and tracking information was sent to me via phone call and text from a delivery company hired by Appliance Connection - that is how I found out who the merchant Amyantagroup ordered the appliance from.10. I was unable to find any immediate contact information (phone or email) for the corporate office in order to file a complaint, just names and mailing addresses.11. Turn-around time between the initial claim and resolution is way too long!

  Customer response

  07/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business response

  05/06/2024

  ******************,
  
  Thank you for taking the time to reach out about your experience with Guardsman US.
  
  A ******** Care agent has reached out to you about your current claim. The agent was able to provide the status of the claim and issued a check for customer satisfaction. If you have any questions, please reach out to your ******** Care agent.
  
  ******** Care @ Guardsman 

  Customer response

  05/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to file against warranty solutions but had to file against the parent company. Warranty was purchased from the dealership with the car on 4/10/2021 I paid 2500$ for the warranty. Since Easter of last year I have been trying to get warranty solutions to honor their part of the contract. First they insisted I pay for a clutch. I did. Then they say all they need is the shop to send a quote. They denied that saying it needed to be tore down. This shop could not provide this service. I pay for work done. Before I get it into another shop the clutch ***** up again. Transmission tears up more. I have it hauled to ************************ as recommended by WARRANTY SOLUTIONS. My car has been there since thanksgiving of 2022. Going back and forth with this ******** of a warranty company. Every thing they have asked me to do I have done. Every piece of paperwork they ask for I provide. No matter what I give them they ask for something else or straight up try to gaslight me and say what Im giving them is not what they are asking for. I am tired of it. I have spent over 3 thousand dollars on parts and have spent more than 7 thousand dollars in insurance and car payments in the past year for a car that I CANNOT DRIVE CAUSE IM PATIENTLY WAITING. This is 100% the fault of the warranty company. If I did not have them I would have ALREADY PAID CASH FOR A NEW TRANSMISSION. It has costed me more waiting on them to do it. Since its been at long ***** Ive installed another clutch. Sent pictures and an adjuster has came out. My issue is. They are s******* me and STILL trying to. They are insinuating I never had the work done they requested at the beginning (almost a year ago now) but I have already sent them an invoice showing work completed and balance paid. They are still trying to say I didnt have it done. Ps ********************************** ********** has drug their feet through the dirt on this whole process just as much as the warranty company. Please help I have no one on my side.

  Business response

  05/14/2024

  Dear ****,
  
                  This is in response to your Better Business Bureau complaint. We thank you for patience while this matter was under review.
  
                  On June 23, 2023, we spoke with you and advised that after management review of the claim we are proceeding with the claim, authorization was given to Long Lewis Ford.  On August 1, 2023, we received final invoice and payment was sent to Long Lewis Ford.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended Warranty for my wall oven/microwave combo through Wayfair. The original order was July 29, 2020. The invoice amount was $3599.10, the extended warranty was $450.99. I put a claim in to repair the Microwave in March of 2023. Service attempted to repair, and it was confirmed non-repairable through the repair tech and through Bosch on April 3, 2023. I have been given the run around since then, promising it is under review and it would be resolved in 3-5 business days. When I call back they say they have no information. They are not honoring the contract that we purchased. the microwave part has been broken since the beginning of March. What a scam. This company is the worst. I would at least like some type of conclusion.

  Business response

  05/06/2024

  ****************,
  
  Thank you for taking the time to reach out about your experience with Guardsman US.
  
  A ******** Care agent has thoroughly investigated your account and it has been confirmed that a check was issued out for the replacement of your unit on 04/27/2023. If you have not received your check, please contact us at **************.
  
  ******** Care @ Guardsman US. 

  Customer response

  05/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The warranty company continues to send shady companies to my home to diagnose my washing machine that is broken but never sends anyone to actually repair it. The first company ****** Electronics came on April 11 and diagnosed the washer as needing a transmission and clutch. It was a major repair and their company did not do that repair so they informed ******* of what parts was needed and the repair that needed to occur. They then said I needed to wait two business days to get parts ordered and the would dispatch another company to repair the washing machine. Two days passed and They dispatched Best electronics to repair the washing machine. When the technician arrived from best electronics he did not ************** he came to diagnose the issue with the washing machine AGAIN but still no repair. No one has repaired my washing machine.

  Business response

  04/25/2023

  Hello,
  
  Thank you for taking the time to reach out about your experience with Warrantech.
  
  You currently have a credit with ********** to replace you unit as of 04/18/2023. Please contact us directly and request to speak with management if you are currently having issues with obtaining your credit with Brandsmart.
  Customer Care @ Guardsman

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** electric dryer purchased 10-17-2019 from *********************. Extended warranty purchased from Amynta warranty company as an extended warranty until 10-17-2024. Today, 04-12-2023 dryer had odor of burning from the motor. Called the warranty company at ************. Was told the warranty would not send a repairman unless the dryer was not working. Called ************************ Automated assistant said to call the extended warranty company.

  Business response

  04/25/2023

  *****************,
  
  Thank you for taking the time to reach out about your experience with ***************************** Care agent has reached out to you about your current claim. The agent was able to provide the current status of the claim and what to expect in the future. If you have any questions about those expectations, please reach out to your ************* agent.
  
  ************* @ Guardsman

  Customer response

  04/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sectional from ********* Furniture and paid for a Guardsman Gold warranty. The first service call #******** was on 12/30/2022. The service Tech said he had been doing it for 6 years and said that the recliner that we waited on an exchange for 8 months was not new and suggested that we call ********* and tell them that he was here and what he found and ask them to exchange the sectional. The sectional was purchased around September 2020, so we had a 5-year warranty. We spoke with the ** of *********, and he said they didn't have any more recliners and he was looking at companywide inventory and that they were going to make it right and they were going to have to exchange the sectional for a newer model and asked us to work with them on the price. At first, they acted like we had 4 options. 1 was to still allow them to repair it with the parts they ordered, and we said no. 2 they said they found a recliner that was sitting in a ******* store, we said no, because it was sitting for 2 years and was probably a display with the same problem. 3 was they said we could do a straight return, we said no, because we had painted, and brought carpet to match. 4 They said we could pay the difference, but it would be 2020 pricing. We asked for a copy of the 2020 price sheet, and they wouldn't provide it. We ended up paying around $1900 for the upgrade. We didn't feel that we should have had to pay anything. We asked for a copy of the service order, they wouldn't give us a copy. They said the technician didn't say everything that he explained to us. We called the ** cell phone and explained everything while technician was still at our home. We also sent Amynta Corporate team and email and we made a complaint for the ***************** Commissioner. Why didn't Guards pay for the exchange? When we selected the replacement originally, they tried to charge ** and additional $500 for a new Guardsman warranty until we asked why, then they reduced it to $50.

  Business response

  04/17/2023

  Hello,

   

  Guardsman does not have any control over whether the furniture sold to you was used or new.  After the technicians visit, he advised that a new mechanism would be needed and also advised the form was condensed.  The issue with the foam is not covered under the protection plan.  We sent purchase order to the Retailer to replace the mechanism on 1/9/20223. We received a phone call from the Retailer on 2/1/2023 asking ** to cancel the purchase order for the part as they were going to exchange the sectional.  Once that purchase order was cancelled there was nothing further for Guardsman to do. The terms of the protection do allow for a pro-rated refund, however, as a courtesy we will refund the full purchase price of the plan. You should expect a check in the amount of $499.99 within the next 3-4 weeks.

   

  Thank you 

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We have reached out to the Insurance Commissioner to make a complaint, because we were sold used furniture as if it was new and this was our first service call. We also were told more than that by the service Technician, He said the chair looked crooked, the foam was a result of this being used, he also showed us the proof that this was a used chair, he also went back and forth sitting in the left and right recliner and he saw it wasn't much wear and tear on the left recliner. This is because this is in our living room, and we don't even go into that room every day to sit on the furniture. We don't have kids. We were told to reach out to you by the *** Please understand we asked for a copy of the service order and Guardsman said they were going to email it to us we spoke with ***** and ****** on 1/17/2023 and we never received it. When we spoke with your customer service team, they explained everything that I was saying the Technician said while he was in our home wasn't in the report. ******* from ****************** said we were going to have a challenge going through Guardsman and he had been doing this for six years. ****************** told us to call *********************** and ask for an exchange and we did while your technician was at our home. We waited 8 months on a new right recliner, and this is probably why when we first called for warranty it was declined. We were informed to call Guardsman/Amynta for a refund and they also told ** to ask Guardsman/Amynta why you honored a warranty for furniture that was supposed to be new. We don't purchase used furniture. My wife works in the medical field for 37 years and was referred to ********* by a nurse she works with, and I work for the financial institution, and we know we weren't treated fairly. We paid several thousand dollars for this set; we spent several weeks going to local stores and going to test furniture because my wife and I both have some physical issues that we didn't want to purchase anything cheap.                We were informed that since Guardsman/Amynta was covering the parts it should have also covered the exchange and we shouldn't have had to pay for anything. If you look at the options, they were offering us a used chair that had been sitting in ******* for almost 2 years. At first, they asked us to work with them as for the pricing because they didn't want to exchange it, we asked for a 2020 price list, and they wouldn't provide one. My wife spent a lot of money getting the room painted and purchasing carpet to match because this was an investment for us that is why we didn't want anything cheap. It would be different if we knew we were purchasing a used set. Why didn't Guardsman/Amynta release the report unless he didn't want you to know what he explained.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* And **********************
  
  
  
  
   
  

  Business response

  05/03/2023

  Hello,

   

  Our records show that we advised we were not able to provide the technicians report and photos and we were not able to get involved if Havertys sold you a used part of the sectional.  We also show we advised you to contact Havertys regarding that and to reach out to the technician with any questions on his report. The information received from the technician is for internal use only.  Guardsman has no indication that the sectional piece you were given was used.  That is something that would be between you and the Retailer.  Our records show the refund for the protection plan was processed on 4/17/2023.

   

  Thank you 

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [We di contact *******' and they said contact you. We were informed that's what insurance was for. We paid $1900 for the new sectional, and this should've been covered. We also explained that this originally supposed to be new. We would like to know why you couldn't get Guardsman to release the service call and you will see the pictures. We were also charged $50 for the new sectional, and we shouldn't have had to pay anything. How is it you have a company you represent and don't know what is going on]. We spoke with *********, and the ** suggested that we speak with you. We paid several thousand dollars for the original set. We just want the public to know that you will try to cover up when consumers are treated unfairly. Amynta/Guardsman should have rejected the claim once the service technician sent the pictures showing it was used, because it was supposed to be new. However, when you didn't reject the claim from ********* that means you took the responsibility of making it right. We see now that you're not great with customer service. The *** should be processing an investigation into your company.

  How are you a large company and don't know what you're covering. Your company should know if it's new or used products. That is when it should be a One Off, meaning that you send these back to the companies that you represent. We have some disabilities that don't allow us to purchase certain things and that is why it took us almost a month to find the correct furniture. We had to go to all of the stores and sit and lay on the furniture.

  What was the purpose of paying insurance. If this was car insurance and you were StateFarm they would have to replace it because they didn't have the same set because it was discontinued. Why did we have to pay for the new set? Your company should have paid for the exchange is what we were explained.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Guardsman furniture protection plan when I purchased a sectional from ******* Furniture. I filed a claim in January 2023, but accidently typed 2022 (claim ********). I also described the damage to the furniture. I received a denial of claim letter due to the date of damage and stating that the general category I used was not covered. When I tried to contact them to let them know that I mistyped the date and that I was not sure what category to use (which is why I explained the damage), they refused to reconsider the claim since they said no changes could be made after initiated. I even when to the place where I originally purchased so they could reach out to Guardsman, but ****** said they were also told that Guardsman would not relook at claims. I paid for them to cover my couch and per my plan brochure the tear is covered---but they refuse to do anything.

  Business response

  04/14/2023

  Hello,

   

  All claims are processed based on the information provided on the claim form.  Before  a claim is submitted it must be acknowledged:
  
  If the Claim information is correct, please validate the information by confirming
  the following:
   I I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.
  
  Changing the information provided on the original claim would not change the outcome of the clam.  In addition, the damage reported is not covered under the protection plan. 
  
  We are unable to service this request.

   

  
  Best regards,
  ***************************************

   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2014 *** X1 in September 2022. At the time of purchase, we did our due diligence and purchased the best warranty available through AMYNTA called Custom Edge Plus that is also associated with Warantech. We went over the warranty with the car salesman to ensure we had bumper to bumper coverage. The car had around 66k miles on it. The vehicle broke down in February 2023. The *** dealership discovered that the car needs a new engine, but the claim was denied due to mis-use/neglagence. The oil was severely low and assumed that it was being driven with an oil leak. This was extremely offensive, because nobody from the company reached out to us to ask our side of the story. The truth is that the car was NOT even due for an oil change nor was the oil light on, and there was DEFINITELY NO LEAK. A few days prior to the breakdown happening, the check engine light went on. We used our car diagnostic tool to see if we could see what the issue might have been. The results came back saying there was an issue with the camshaft. We immediately scheduled an appointment with ***********************. The next day the car was driven to work as usual (There was NO OIL leaking from the car, and we have no oil stains in our driveway). When my husband came out of the building after his shift, there was a lot of oil mixed with water coming out from underneath the car, it was raining. After this a towed truck was called and the *** was towed to Fife. WE IN NOW WAY WERE DRIVING THIS CAR AROUND WITH AN OIL LEAK. WE ARE RESPONSIBLE ADULTS WHICH IS WHY WE PAID FOR A WARRANTY THAT COST US ABOUT ? OF THE ***** OF OUR CAR. NOW THIS COMPANY IS SAYING THAT WE NEED TO GO TO ARBITRATION, The warranty company refused to pay for a part under the car that will allow an inspector to even see what is wrong with the car, which is unbelievable in itself. So we have to pay over $3000 out the door even with the warranty. This has been nothing short of a nightmare.

  Business response

  04/14/2023

  *** and *****************:
  
                  On April 6, 2023, we spoke to you on telephone and discussed your claim.  You advised us that you are needing a denial letter for your attorney so you can file for arbitration.  We advised you that your claim is under review by our legal department. Currently, your claim is still under review by the legal department.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ***************************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Xtreme Cabo Cruiser *** 60 from Ewheels warehouse on March 6th 2022 and at that time I purchased a extended warranty which included accidental damage. I was driving home in the rain and hit a sizeable pothole that was filled with water and bent my front rim slightly and bent my rear rim/hub motor to the point where it will not hold air. After taking it to an authorized Xtreme dealer in *************, they told me that it cannot be repaired, it had to be replaced. A technician was sent out to assess the damage on the rear wheel and noticed there was also a slight wobble in the front wheel as well. He submitted his assessment and it was approved, supposedly. I was supposed to have received the parts this week to have the technician install them. The parts never arrived. Since day 1 of this situation there has been nothing but chaos, everyone is saying someone else has to cover it. When I try to contact them they don't reply to my emails and they refuse to give me their phone number and refuse to give their supervisors contact info as well. This whole ordeal has been going on since January and is still not resolved. I started with ewheels warehouse because I bought the scooter from them, then they referred me to Hi ***** which is the warranty company. Then Hi ***** pused me off on Amynta, in which they couldnt find my extended warranty in the system,it was never registered after I purchased it. Then Guardsman came into the picture with sending out the technician.I have provided proof of purchase for the scooter and extended warranty, multiple times, to multiple people, with no progress. Now nobody will even respond to me, which seems to be their way of dealing with things. PLEASE HELP. I would also like to be compensated for time invested in dealing with this issue as well as the down time of my scooter , as it is my primary source of transportation.Please contact me for more info` etc `~Thanks , **

  Business response

  04/10/2023

  ************,
  
  Thank you for taking the time to reach out about your experience with Guardsman/Warrantech.
  
  We have determined that we currently do not have service for your scooter, in your area. As such we have contacted you with your replacement options. If you have any additional questions about the replacement of your scooter, please reach out to your ******** Care agent directly.
  
  ******** Care @ Guardsman

  Business response

  04/25/2023

  ************,
  
  Thank you for taking the time to reach out about your experience with Guardsman/Warrantech.
  
  At this time since we could not locate service in your area,we provided a comparable replacement as required in the terms and conditions.Please use the replacement provided to either have your item repaired, outside the warranty, or use it towards a new item. If you have any questions please reach out to your ******** Care agent directly.
  
  ******** Care @ Guardsman

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have not received a comparable replacement as noted in the response. I received a check for the purchase price of the scooter, but I wasn't refunded the purchase price of the fraudulent warranty that I was sold.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/03/2023

  ************,
  
  Thank you for taking the time to reach out about your experience with *************************************** Care agent has reached out to you regarding the replacement provided for your scooter. They were able to provide your full terms and conditions and explained that we cannot provide you with a replacement for your scooter and refund the warranty, as you would not have received the replacement without the warranty. We have not received a request for any additional questions but, if you do have any questions, please direct them to the ******** Care agent directly using the contact methods provided.
  
  ******** Care @ Guardsman 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this claim regarding recent denial of my extended warranty claim of a fuel pump on my 2018 ram **** due to a "tune put on truck". I have had multiple claims for the same issue (truck in shop for past month and half) and not until this last one was it denied(truck has not left the dealership and multiple times my truck was inspected my by the Amynta. I have a extra screen inside truck that reads engine codes and other data on truck. Amynta was shown that there is no software on this device that could change or modify any parts of the trucks ECM or do any performance modifications on truck. Amynta is saying that this can be used to tune truck and change things. I've asked several times to show me were the truck has been modified or performance modifications have actually been made on vehicle. I'm told they aren't able to do that. Per the contract on ((LINE F). "Also not covered are any emissions and/or exhaust systems modifications, engine modifications, transmission modifications, and/or drive axle modifications, which includes any performance modifications."). The truck nor the device have any signs or software on it that show modifications have been done. I was not told nor does the contract say I'm not allowed to have a extra device in vehicle for reading engine codes or live date off the truck(ex. tach, fuel pressure, volts,tire pressure,trans temp). This truck has been in dealership not only recent but multiple times before with this never brought to my attention. I would like this claim to be approved and my warranty not cancelled for reasons of the vehicle/ECM has not been changed/modified.

  Business response

  04/04/2023

  *************************** **** *** **** ****  ***************** *********  ********** *******  *********** * *********** ******  ** **** ** *********  ********** ********
  
  
  
  ********************:
  
                  This is in response to your Better Business Bureau complaint regarding the high-pressure fuel pump claim denial and cancelation of the contract. We thank you for your patience while this matter was under review.  Please note that the vehicle service contract (***) is a contract and not an insurance policy or guarantee. *************************. (WAI) administers the terms and provisions of the ****             
  
   It is ***'s role to determine whether a breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, verified by an independent inspection agency.  Under those specific terms and conditions, the *** does not provide any repair or breakdown protection to the vehicle if it has been altered in a manner not recommended by the manufacturer.
  
                  On March 29, 2023, we spoke to you on the phone and related to you that the fuel pump claim was adjusted and denied correctly and according to the *** terms and conditions. We also addressed the cancellation of the *** due to the installation of the tuner.
  
  The claim records indicate that on March 16, 2023, ********************* (the repair shop) reported the failure of the high-pressure fuel pump. To verify the third failure being reported by the shop, an independent inspector was dispatched to the repair shop.  While the inspector did verify the failure of the fuel pump as reported by the repair facility, the inspector also verified the vehicle was modified with an aftermarket tuner.  Please note that a tuner is more than a computer screen, as you described it, it can change the manufacturers programs to increase performance. The *** clearly excludes any alterations as stated on page 6, letter F under Exclusions, it states the following:
  
  Exclusions
  
  F. If any alterations have been made to Your Vehicle or You are using or have used Your Vehicle in a manner not recommended by the manufacturer.. (emphasis added)
  
  The manufacturer does not recommend having a tuner installed on the vehicle. Since the vehicle has been altered in a manner not recommended by the manufacturer,the *** was submitted for cancellation.  Please refer to the CANCELLATION OF YOUR CONTRACT section of the ***, letter b. it states, We may cancel this Contract if Your Vehicle is found to be modified in a manner not recommended by the manufacturer..(Emphasis added).  Based on this, the denial for the high-pressure fuel pump stands.  The *** cancelation refund has been provided to the selling dealer (************************* GMC Chevrolet).  In return, the selling dealer will provide the cancellation refund to you or the lienholder, if there is one.
  
  Regarding why the tuner was not mentioned previously in the other two inspections performed on this claim, at that time the cab of the vehicle was raised making the cab of the vehicle not accessible for inspection and that is why the inspector did not report the MM3 tuner.  It was not until the vehicle was inspected the third time when the repair facility reported the failed high-pressure fuel pump that the inspector was able to report the installation of the MM3 tuner.
  
                  I hope we have explained the reason why this claim was denied and the cancellation of the vehicle service contract.
  
  
  Best regards,
  *******************************************

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My vehicle was not altered changed in any way on the vehicle. It was only used as a display screen. The Manufacture does not say that I cant use a screen to display data or engine codes. Again, the display does not have any software on it to even change anything on vehicle. The dealership that my truck was at also confirmed my trucks ECM and other components on vehicle are stock per the Manufacture and have not been changed previously.  Which is a Chrysler dealership for a Ram truck. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Upon research of this device, it shows you would need a special cable to connect to vehicle for it to be able to tune vehicle.   I dont have that cable nor is it installed. So technically the tuner is not fully installed. Which means, Im not doing anything thats not recommended by the manufacturer.

  I had bumper to bumper coverage, is my whole warranty canceled? Or just drivetrain things? As some parts would not be affected by this device. 
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/26/2023

  ********************
  
                  This is in response to your Better Business Bureau complaint rebuttal.  We thank you for your patience while this matter was under review. 
  
  Please note that the vehicle service contract (***) is a contract and not an insurance policy or guarantee. *************************. (WAI) administers the terms and provisions of the **** *** denied the claim for the fuel pump because an independent inspection agency verified that an aftermarket tuner was installed in your vehicle.  You also confirmed that the tuner has been connected to the vehicles computer system so you can see sensor readings. The *** does not allow for alternations that are not recommended by the manufacture. For the denial of the claim and the cancelation of your contract to be rereviewed you would need to provide documentation from the manufacture stating that an aftermarket tuner is recommended by the manufacture.
  
  Regarding your question on the partial cancelation of your contract.  Your contract was cancelled; in its entirety,in our computer system on March 28, 2023.  The *** cancelation refund has been provided to the selling dealer (************************* GMC Chevrolet).  In return, the selling dealer will provide the cancellation refund to the appropriate party.
  
                  I hope we have explained your questions regarding the claim denial and if the contract was cancelled in its entirety.
  
  Best regards,
  ***************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩