We have experienced the same scam with First Warranty Group. We attempted to get our car repaired: first, their phones were all down—supposedly they moved offices and the phone company could not connect their phones. Then, after several days, we made contact. I have spoken with Ken and Bruce. Neither could/would say when we would reimbursement. Ken told my husband it could be "weeks or months—hard to say."
In order to approve the repair we had to send 2-3 years worth of car maintenance to them. Done. Every time we sent proof of maintenance, they requested more. Then, they said we had "excessive claims" paid. Lie—we only had two repairs totalling under $500 for both repairs together. Finally, they SAY they will pay for the repair BUT NOT the whole cost of the repair.
Oh yeah, we have to pay for the repair up front and then submit for reimbursement. Even though our warranty card states they pay the "authorized repair service with a company credit card." AND this is how they paid the previous two claims. Our warranty is the Platinum level with a $100 deductible.
We paid for the repairs up front—had to borrow $ to do it. Now, we can't get our reimbursement. Several faxes have been sent, documentation has been sent via certified mail, still no reimbursement. Better Business Bureau has closed the case—we did not agree with the findings—the company told the BBB that they were waiting for proof of maintenance. We had already sent several times. No help from the BBB. We sent documentation of regular maintenance several times via fax and email. The car dealer working on the repairs also sent proof of regular maintenance.
We have filed a complaint with the MN State Attorney General's office. They can't make final determinations or order a company to do something but have sent a letter to First Warranty on our behalf requesting a response. Their suggestion is to file with Consumer Affairs. We will be doing this with the State and Federal levels.
I personally think a class action lawsuit may apply but I don't have the $ to get a lawyer. First Warranty has changed their phone numbers and fax numbers several times since we have been trying to resolve. And as they are located in another state, I cannot go to their office to resolve.
I have read several other "blogs" that seem to indicate that this is standard practice for First Warranty Group—sell the product and refuse to honor the terms of the product. I would NOT recommend this company to ANYONE, EVER! If you are searching for an extended warranty, go through the dealer.
The other reports I have read seem to be for the same company but they have changed their address. I know they have recently moved offices, supposedly, because that is why they said their phones were not working for over a week.
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