I had some repairs done on my 2005 Dodge Caravan on the radiator, which is covered under the warranty provisions of my contract with First Warranty Group. Having had a problem with a previous claim with them I called them prior to having work performed by the dealership Maroone Chrysler Jeep Dodge. At this point they informed the dealership that the work is covered, but I would have to pay out of pocket and submit the invoice for reimbursement - apparently they had changed their policy on claims and boldly stated that they were not obligated to inform (me) about their changes. At this point I thought that was a bit obnoxious, anyway, I submitted the invoice of the repairs and waited to hear back from them. After no response in weeks, I called up and was told that I needed to submit maintenance records. I then submitted the records to the fax number they gave me 702-439-2692 to the attention of Don. Next followup call I was told there was incorrect mileage information on one of the oil changes. After double-checking, this was actually true, Jiffy Lube transposed the first 2 numbers of the mileage, so instead of it being 51,139 miles it read: 15,139. Even though this was obviously an error, since I submitted records for the dealership dated the next day with the mileage at 51,150, they requested I get a letter from Jiffy Lube stating the error. I did this and submitted the letter. Weeks later I got a letter (this was on a different letterhead from the previous request letter) requesting maintenance records... Again.
Today, April 1st I called up and gave my account number to find out the status of the claim, then I was told there are discrepancies in the oil changes and inconsistencies in the mileage. I asked for a printout of what they were reading to me from the screen and was told (I think this was Don) that he couldn't print from the computer, the software did not allow him to print because it was not connected to the internet. I then asked what did that (the internet) have to do with him being able to print from the computer, he then got (acted) irritated with me and insists that he cannot print. I knew they were playing the "Stall and Frustrate" card with me, but I played along and complied with their requests. I then stated to them that I will be submitting my complaint and the records that I sent them to the BBB, to which and he gleefully replied go ahead.
It is a shame when companies are allowed to practice business in this manner with no accountability to anyone. The agencies that were setup to protect consumers are sometime in bed with companies that are outright stealing from consumers.
Now they have wasted my time with no intention of making good on their contract. If this report helps to warn at least one person it will be worth it. Read the fineprint and research warranty companies before you make a decision.
Sean Jones
Sean
Pompano Beach, Florida
U.S.A.
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