When I purchased my used Dodge Grand Caravan, I also bought an after-market extended warranty from ULTIMATE WARRANTY CORPORATION. I paid $1,500.00 for the best plan they have: Platinum Plus Protection, for 48 months / 60,000 miles, with a $50 deductible. I still have two years and 40,000 miles left on this warranty, and last week needed some repair work done, so I brought the paperwork down to my garage and they looked at the warranty and told me what was covered and set up the appointment for a couple days later when I could take a day off.
Last Wednesday 10/10/07 I dropped my car off at the shop early A.M., and they spent the morning trying to reach the warranty company to get approval for the repairs. They couldn't get through to anyone. (As I type this I have now been on hold on my latest call to them for 2 hours 25 minutes 54 seconds and counting & and still noone has picked up...) The garage went online and filed an online claim and waited to hear from a customer service rep & nothing.
I spent the late morning and early afternoon trying to reach them to no avail.By mid-afternoon the garage asked me what I wanted to do; I told them they would have to fix the car, I would pay for it and have the warranty company reimburse me.in the eight days since then I have made almost 20 phone calls & four or five times reaching a human being after being on hold anywhere from 45 to 80 minutes & and at the warranty company's request had the garage fax the service bill (which was done twice and they claim they never got).
I have emailed them three times now and received automated responses stating I would here from one of their people soon so I know the emails reached the company & but was told they never received my emails. Altogether I have spent more than ten hours faxing and emailing and filing claims online and leaving voice-mails over the past eight days & and was finally told on Monday that they did indeed receive the 3rd fax, that they processed the claim, and that they would contact the garage the next day and pay them via credit card so that I could be reimbursed (but not the entire amount!) It has been three days since then and I have not been able to get a human being again on the phone nor a response to a voice mail nor any return email & and when I tried to file a "new claim" of my own today just to try to get through to SOMEBODY, there was no "FILE CLAIM" button to click as instructed at the end of the three page process.
This company has made it impossible to reach anyone within the organization and made it so they don't have to be accountable to anyone for the services they have sold to their customers and refuse to provide.
At this point my car has 107,000 miles on it and I am screwed as far as getting another warranty. AAA won't go near me. None of the companies my friends have recommended want to offer coverage on a vehicle with that many miles on it. So I have not only spent $1,500.00 on a warranty with a company that has wasted EIGHT DAYS OF MY LIFE trying to get a claim processed, it is looking like I have lost the $650 I put out for the car repair & and now I will be unable to get decent coverage for my vehicle.
HOW CAN A COMPANY GET AWAY WITH UNFAIR AND DECEPTIVE BUSINESS PRACTICES LIKE THIS? I filed a complaint with the Attorney General's Office yesterday, but really & what good is that going to do me? I feel powerless. This company took my $1500.00, promised me a fabulous warranty (take a look at the hype on their website!) and have now walked away and ignored all my attempts to get the service I have paid for.By the way & I have now been on hold for the "next available customer service rep" for 2 hours and 44 minutes & and have the cell phone records to prove it.
Can someone please make this company honor their service agreements in a timely manner?!?!? This is so aggravating and frustrating that I am literally losing sleep over it. Rrrrrr
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