I purchased a Service Warranty back in 2005 for my 04 VW Jetta for $626 and have only taken my car in once which was this last year July for a motor mount replacement.
Now its January and it is my last month before my contract ends. My car needs a Mass Air Flow sensor and a fuel relay. So I dropped my off at a VW dealer to get the parts replaced which are covered under my service warranty contract.
I then get a phone call from the VW service writer telling me that the warranty company is requesting "maintenance records" (oil change records/receipts) from the time of purchase.
I then called First Automotive and spoke to a regular worker regarding my situation asking them if they can give me a break since I've moved, traveled, boxed up paperwork, and my wife is expecting a baby anytime.
The regular worker transferred me to her supervisor "Chase" hoping he would say not to worry about it since the problem with the car is not oil related whatsoever but he told me he couldn't approve my claim without maintenance records since my car was randomly selected and said the reason why he can't approve my claim is because it wouldn't be fare to other people if my car's engine were to blow a couple of days before my contract ends when they could've asked me for my maintenance records and prevented them from having to pay for it (yeah, I know, he made no sense at all!). I told him well, if my engine were to blow then that would be a possible indicator of bad oil due to lack of oil changes and that would be a very good reason to request maintenance records! He didn't budge.
So I requested to speak with his manager "Carl" who just gave me a repeat of what the supervisor said.
After I spoke with these guys for about an hour I tried to do some digging through some boxes and could not locate my records. I then decided to drive 70 miles to try and get copies from the places I've had my oil changes done at and sure enough I was able to get copies of all the records I needed.
Then after a couple of days of locating, I took my records over to the dealer at 8am and the service writer faxed the records to the warranty company right away. This was last Friday and I wait all day and didn't hear anything and then the service writer call the warranty company to ask whats going on and they said that they are still reviewing my records and that they will let us know what their decision is. The day passed, I then waited all day Saturday and didn't hear anything from the warranty company all. It is now Sunday and tomorrow is a holiday and the date that my warranty ends is coming closer coming up on the 28th!
The service writer told me that this company is being really odd with the way they are dealing with my claim and that they seem like they are just taking their time. He told me that warranty companies normally don't take this long in approving claims even after they get maintenance records. This is just really odd and suspicious with them taking so long knowing that my contract ends real soon.
This is only my second time taking my car in for a problem and Its been a nightmare with this warranty company! I do not recommend Southwest Re First Automotive Service Corporation to anyone! You could take your car in for a window motor Relay and they will not pay for it without "Oil Change Records". How is this a good company if they pull this kind of stuff with people?
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