In May I was noticing a vibration coming from the vehicle. It was getting progressively worse. It was especially noticeable when I started the car in the morning. Then, it would even out, but still be present during driving. So, I decided to take it to Royce Auto Repair to have them check it. I thought it was related to the transmission.
On 06-08-09, I took it in to James at Royce Auto Repair. He called me later that day after telling me he'd work it out with Fidelity Warranty Services, Fidelity Warranty Services. If the vehicle needed repairs, they should cover it. Upon calling me later, he said the motor need to a head-job (replacement of valves and other work on the upper part of the engine), or if it was less expensive, a replacement of the motor itself. He called Fidelity Warranty Services.
On 06-09-09, James called me back, and stated that Fidelity Warranty Services wanted to come out and look at the vehicle. They sent someone a week later.
On 06-16-09, time estimated, the adjuster sent by Fidelity Warranty Services had inspected the vehicle. James contacted Fidelity Warranty Services, and Fidelity Warranty Services had stated that they need to know why the vehicle was not functioning properly. They wanted to know why there was a leak in the valves. James had performed a leak down test, and upon opening up the vehicle saw that it need the work mentioned. The adjuster had taken photos. Fidelity Warranty Services had told James that he needed to tear the engine down further to see if there were other problems. James called me and told me about this requirement. He left a message.
On 06-17-09, I called James and asked what could be done to open up the vehicle and see if there was a problem with the crankshaft. James said he could remove the oil pan and replace it back after inspection. This would reveal any problems.
On 06-18-09, James called me and said he could not see any problems with the bottom end. He said this was definitely top end job (a head-job for sure). He stated, it may be cheaper to replace the engine or he could go ahead and just take care of the heads through a machine shop. I asked him to call Fidelity Warranty Services and verify with them, to see if they would prefer to replace the engine or simply do the head job. James said he would and did.
On 06-19-09, James called me and discussed with me what he had said to Fidelity Warranty Services. He told me they required further reason for the failure. James told me he was confused and did not know what they needed, besides the failures he had explained to them. He had torn down the engine, opened up the top and bottom ends. I said, maybe he should just look it over again, and tell exactly what he saw. I asked if this was going to be more time, and we simply determined that this was at least another month. I was ready for this to be a lengthy process, so I did not get frustrated, and I let James know that. James said he would look the vehicle over again.
On 06-25-09, I called James for an update, and he said he had looked it over, and called Fidelity Warranty Services to see what they would pay for. I asked him to call Fidelity Warranty Services that day, and see if they would simply approve the head job, because according to my contract, the services required were unquestionably covered.
Note here; I had called the Fidelity Warranty Services, as well. Upon doing so, I had learned that the company had two levels of contract fulfillment. The phone recorded prompted those who had costs of 750 dollars or less to go to one division (and those who had 750 or more to go to another division). When I learned this, I realized that Fidelity Warranty Services appeared to be setting up two tiers. One where, a normal process is used to fulfill their obligation, and another, that for financial reasons, would be more resistant to fulfillment.
On 07-01-09, James had called me and said that Fidelity Warranty Services would fulfill a head job project. They would pay for it, and I would be responsible for the 100 dollar deductible. I accepted, and told James to move forward with this project.
On 07-03-09, James called me and said that he had spoke to Jarvis the prior day at Fidelity Warranty Services, who said the project was approved, and that they would pay for the work done, minus my deductible. James explained to me that he had called again, on this date, and Jarvis (whom he spoke to again) had completely forgotten the conversation. It turned out the work was not yet approved. So an arrangement was made to have the adjustor come out again and take more pictures. But this time, Fidelity Warranty Services, wanted the name and numbers of all parts and components to be used in the repair. James and I both agreed, and said they should have that information, so I would wait, until the adjustor came the following week.
On 07-07-09, the adjustor came out a second time. The adjustor did mention, that was a first for him in his whole career to James. James told me this later (on 07-13-09). He recorded that part numbers and took pictures and James did a leak test on the valve itself in front of him. He showed the adjustor where the problem was (most of it being cylinder 3). The adjustor recorded the defective valves and cylinder. The information was sent to Fidelity Warranty Services.
On 07-08-09, James called me and said that Jarvis, and other people he had talked to such as Dan and Matt, had reversed their decision. They had said they would pay for it, and now were saying they needed a reason. James had already told them the valves were defective and the cylinder 3 was not functioning properly. James said, he'd call again and see if they would pay for it, and explaining to them one more time what the problem was and what was need to fix the engine, and also give them a listing of parts.
On 07-09-09, James called me and said, Fidelity Warranty Services had said they would not pay for the service. I told James I would like to give them 24 hours to reverse that decision. I would call him later.
I then called Fidelity Warranty Services and spoke to Eric. Eric stated that the claim had been closed. I had not closed it, nor was there a reason given. I explained the defect had been made clear and the processes (as lengthy as they were) had been done to ensure that the warranty company would have all the information it needed and then some. Eric stated, the components were not covered, and the defect was not covered. I read to Eric in total the wording of the contract in detail. I told him I would argue it, I would simply state this is what your contract says you will coverafter explaining this to him, I said would regard this as refusal to fulfill the warranty obligation. I stated I would like to give one day for a reversal of that decision. If there is not, I will simply regard the matter denied for reasons of not honoring the warranty, as all processes had been shown by myself and James, the mechanic, and all wording as to what is covered had just been stated. An attachment of what is covered per the contract and warranty is shown below this paragraph. Eric said, we've closed the matter, and all you have is that complaint. I said thanks and wished him a good day.
Power-train minimal coverage under the Silver Plan.
Power-train covers the major components on your vehicle and offers protection against many major mechanical breakdowns.
Coverage for the engine.
ENGINE: Engine block and cylinder heads and all internally lubricated parts including pistons, piston rings, pins and cylinder sleeves; rod bearings, caps and bolds; camshaft (s), camshaft bearings, buttons and plugs; timing gears and timing chain or belt; rocker arms, rocker arm pivots, shafts and bushings; intake and exhaust valves, springs, guides, adjusters, retainers and seats; pushrods and lifters; intake manifold; exhaust manifolds; balance shaft; water pump; fuel pump; thermostat; oil pump, cover, gears, pressure relief valve and screen; rotor housing, rotors, shims and silent shaft, all internal fasteners, nuts and bolts; turbocharger/supercharger assembly including boost valve and wastegate; seals and gaskets.
On 07-10-09, I called James. I asked if he had called them to determine if they had reversed their decision. He stated, they had required the motor to go to a machine shop for further inspection. I asked, if that meant that had re-opened the claim, and if so, why had they not called me and stated that. James said, they said nothing about re-opening the claim. They simply told James that as a suggestion for a claim.in other words, Fidelity Warranty Services, who had closed the claim, had decided to tell James to do further work as a suggestion, and that I would still bare responsibility for, and that would be mine for sure, as the claim was closed by the warranty company, itself. I was infuriated, and decided to take care of the costs myself, and deal with Fidelity Warranty Services the best way I could. I decided to complain that they had not honored their obligation (which I had paid for by contract).
My cost = about 1500 dollars. Plus the 2000 dollars I spent purchasing the warranty itself.
John *
Santa Clara, California
U.S.A.
0 comments