Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car and an extended warranty for 100k miles. ** about 50k miles, my car began to have electrical issues where the navigation screen would not always turn off when the car was turned off. I brought the car to a ****** dealership where after having the car for over two weeks, they said the problem was fixed. The issue was not present 100% of the time so it took some time to notice the issue again. After multiple visits to multiple dealer meachanics which the warranty company covered all of these "repairs." I called my car warranty company and asked them what I should do since the car was not being fixed, they said specifically to keep trying different mechanics. I live in a rural area and the next closest mechanic that I felt would be best suited for the issue was a two hour drive. After every trip to the mechanic left my family short a vehicle for a minimum of two weeks per visit, it took the right timing to be able to take the vehicle to a mechanic two hours away and to go without the car. The car mileage got to 103k before the visit to the 3rd mechanic/dealership. This dealership brought in an expert (their words) and they diagnosed the issue as needing a totally different repair then the other mechanics who could not fix the car. Due to the mileage being over 100k the warranty is now saying they will not cover the repairs. I told the warranty company that I was clearly told my coverage would be 100k miles from the time of purchase and regardless of warranty duration, this issue predated the 100k mile ***** I did what the warranty company told me to do which was to keep trying different mechanics. Trying different mechanics would obviously cause miles to accrue on the vehicle. Upon addressing this issue with the warranty company, the supervisor was incredibly rude and did not even listen to our concerns.

  

  Business response

  05/23/2024

  National Warranty Corp. ("NWC") received your May 10, 2024, email and letter and forwarded them to me for review and response. NWC administers the RpmPlus ***************************** ********* contract") that *********************************** purchased from Thrifty of Mountain Home on June 30, 2020. We hope you find the following information helpful. 
  
  We have reviewed the file and have determined that the adjudication of the claim was proper per the terms and conditions of the service contract. According to the file, the last claim was called into the claims department on October 26, 2022. The following claim was called in on April 24, 2024, a year and a half later; therefore, it could not be treated as the same from 2022.  
  
  The service contract's term was 60 months or ******* miles, whichever came first.  At the time of the April 24, 2024, claim, the miles on the vehicle were stated as *******. Section 5 TERMS AND CONDITIONS, subsection 1. states that the "CONTRACT PERIOD: Coverage under this Contract begins at the Contract purchase date, as noted on the Declaration Page, and will expire according to the time/mileage of the Contract selected, whichever occurs first." ************************ contract type was new, so the expiration was measured in "time from the Contract purchase date and mileage from zero (0) miles." ** this case, the service contract had expired by miles.
  
  By pointing out the foregoing, NWC and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  

  Customer response

  05/23/2024

   
  Complaint: 21692170
  
  I am rejecting this response because: the business is not addressing my claims. The business is further illustrating that they do not know how to listen to customers. The specifics of the contract are not relevant. What is relevant is what the saleswoman at Thrifty explicitly explained to me as well as what the customer service person at Revelos explicitly explained. I would not have bought the warranty I bought had I been told it was good until 100k miles exactly. Regardless of that (totally separate issue) the mechanical problems with the car are well documented as predating the 100k mile ***** The car was seen in 2023 and I have a work order attached proving that. Also, where is the exact section of the contract that says the work order requests are too far apart? I took the vehicle to the two ****** dealerships closest to me and asked the Revelos customer service agent what to do after neither of those dealerships fixed the issue with the car. The response I got was to keep trying different dealerships. I live in a rural area, the next closest dealership that would take on the issue would be a two hour drive. For my family to completely give up our family car for what was over two weeks at a time every other time we sought out service, is not something we could do at the drop of a hat. Yes, it took some time to get the vehicle in for service again. No part of the Revelos communication I had suggested I had to take the car to another dealership ASAP. I genuinely wanted to save Revelos money by not taking the vehicle to just any mechanic but rather a reputable mechanic. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/12/2024

  Please see attached. 

  Customer response

  06/13/2024

   
  Complaint: 21692170
  
  I am rejecting this response because: the warranty company Is still not understanding. I am not questioning what the contract states, that would ne ridiculous because the contract is what it is. I am questioning what was spoken to me in persn and on the phone. I am also pointing out that there is no parts or labor warranty that will fix the issue with the car because that would require that the mechanic replaced a part that fixed the car. The car has not functined properly for the last ****** plus miles. ** part or repair has resulted in my vehicle working as it should. I purchased the warranty because it was supposed to cover repairs to my vehicle, no repair was ever made despite multiple attempts of my own. 

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

  

  Business response

  06/20/2024

  National Warranty Corp. ("NWC") received your May 28, 2024, follow-up complaint letter on June 13, 2024, in which ******************** did not accept our response. As previously explained, the service contract had expired by miles by the time the claim was called in on April 24, 2024. 
  
  As ******************** stated in his first complaint, repairs were covered. When ******************** called and said that he was still having issues, it was explained that he would need to contact the repair facility to see if the same part(s) had failed or were different parts. ******************** stated that the car had not functioned properly for the last ****** miles, yet he had not returned to the repair facility, as suggested. The repair facility could have determined the next steps to fix the issues. 
  
  As the service contract has expired by miles, no coverage is available.
  
  By pointing out the foregoing, NWC and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from infinity of ********* for years ago it came with warranty for life since then the dealership has been sold brought the car in for a valve body that was what was told it was needed warranty company is denying coverage because we took the car while living in another part of ******* to other mechanics for oil change we have proof of all records it was only for a short period of time when the car was in the local area we went to the Infiniti dealer for all oil changes dealer is very nice about it but warranty, company is denying it based on that said that we had to get it pre-authorized to go anywhere else we never knew about that there is something on our paperwork that the box is not checked so at the time the salesman did not mention. We feel the warranty company as well as the corporate **************** should stay behind their policy. The car only has ****** miles which is ridiculous that it needs this type of repair in the first place

  

  Business response

  09/24/2022

  Hello,

  I have read the complaint and searched for Mr. ********** in my database, I am unable to locate a contract with his name. Unfortunately, without any further information such as the vehicle identification number or contract number, I am unable assist. Furthermore, National Warranty Corporation has never been affiliated with Infiniti of ********* in the **************** as a contracted dealer to sell National Warranty Corporation vehicle service contracts.  My past experience tells me that Mr. ********** has a contract with a very similar name and I would be happy to talk with him for a better understanding and guidance. I did leave a voice message on the phone number he supplied in this complaint. 

   

  My work cell phone number is ************

*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. ↩