I purchased my vehicle from a reputable dealer June and was offered a Warranty through Ultimate Warranty Corp. Over the past couple of years, I have had two or three incidents which required services covered under Ultimate Warranty Corp's contract... All of which were honored.
On Tuesday, October 16, I brought my vehicle in for service and they said that I needed to leave it with them as driving it could damage other parts which could void my warranty. The mechanic took my warranty information, called to speak with someone, waited 45 minutes, and was given a fax number to submit the claim.
Since that time, we have made several attempts to contact Ultimate Warranty, including my calling in at 9:00am and being placed on hold until 5:00pm without an answer two days straight. Finally, I reached someone on Friday, October 19 (after having been without my vehicle for what will be the fourth day this week). They stated that their credit card company who authorizes and sends payments were "not in today". When I asked when they would be "in", he said he could give me a time but he would be lying and to know that their managers are working to get this resolved. He said that since the credit card company usually handles the majority of their calls but they are not "in", that the calls are flooding the rest of the individuals and making it difficult for them to be reached.
He went on to say that if I paid for the work myself, I would be reimbursed by the credit card company when they came back in. I explained that we are still waiting for someone to verify authorization. He then looked up my contract and found my claim in the system (which at least gives me a small amount of hope considering it was received and entered). He stated that it is under review and that my mechanic would receive a call by 10:00am verifying the coverage. It is now 11:15, and of course, no one has contacted my mechanic.
I asked for the gentleman's name and he said "Mike". I asked for his last name and he said "I can just give extension 3700." Of course neither myself nor my mechanic have been able to reach anyone since that point. It is very discouraging and I feel that action needs to be taken.
I contacted the Better Business Bureau (BBB) and filed a complaint. I also found that the Better Business Bureau suspended Ultimate Warranty Corp's membership due to the high volume of unsolved customer disputes and their inability or unwillingness to cooperate or return calls to the BBB to resolve disputes.
This is unbelievable and I hope this is resolved soon for the sake of everyone who has a contract with this organization.
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