My car was taken to King Lincoln Mercury in Gaithersburg Maryland on Tuesday, August 9 at 0700 AM for having a rough idle. I gave them the warranty information prior to leaving. They said they would call as soon as they found the problem. After three calls from me to "King" (1130-245-430) they finally said they would not be able to finish looking today but would call me tomorrow. I had to get a rental for the night.
The next morning I call and they tell me they found a cracked cylinder head and it would cost me $5,600.00. The guy said I may want to think about paying that much "digest it" and call him back. I called back, assuming they called the part was not covered under warranty, I told them I would be in to pick it up. I picked up the vehicle and was charged $96.00. After I got home I called the First Extended to see if the dealer called they said "the part is covered but the dealer never called." I called the dealer back and he said "I had a brain fart" and didn't call First Extended. He said he would call me back in 10 minutes.
After 25 minutes I called the dealer and they said Mike left for the day. So Thursday Morning I call Mike and he said he would call me back. He calls back and says the company said they didn't have my name with that vin number. I told him to use my fiances name Devina Ruiz. I actually drove to the office to see what was going on and as I walked into Mikes office he says "I was just calling you". He went on to tell me that First Extended wanted oil change receipts for my vehicle and once they got them they could authorize the work. I said this is crazy so I called them and they said they needed receipts, I explained that all my work was done in North Carolina and I'm in Maryland and I have no receipts. They said have the dealer call them explaining this. I called my mechanic in North Carolina and had him fax me receipts, I got them and faxed them to First Extended Thurday evening at 5:00 PM August 11.
I called them the next morning and they said they received the fax and it was sent to authorization and as soon as they approved the repair they would call the dealer. Well that was at 8:00 AM, at 2:00PM I called them back, some lady said she would put a urgent message on it so they can rush. I knew this was bull, so I asked to speak with a superivisor, she transferred me to a voice mail in which I had to leave a message. I don't expect to receive a call back. I spent $2,600.00 on this warranty and the cylinder head is covered, so why the hold up. Even the imcompetant dealer said they are trying to keep from paying. He had to fax them something showing that he has to pull the enginge to do the work, they tried to tell him he didn't have to do all that. Why would they have this conversation before even approving the work unless the only thing they care about is the cost. This is crazy, I can't drive my car, I have to pay for a rental and this company is not helping.
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