Interstate Dealer Services Inc. Aka Star Warranty, provide extended warranty's, ours is for RV Motorhome. This company, is so imcompetent, that it took four faxes 7 phone calls and multiple emails, over 5 week period, and now it will take an additional 14 to 21 days to get our refund. This after their Claims advisor and customer service rep. Said the claim had been expedited. Strange when their website FAQ specifically states reimbursment is 3 to 5 business days their customer service rep. Said 7 to ten days and after a lot of complaining it is now 14 to 21 days. Sounds like retaliation for complaints.
Then to top it off, they denied our claim after authorizing the work, saying that because the mechanic at Freightliner only ran wire to fix our electrical issue instead of replacing the entire wiring harness, it is not covered. Why didn't they tell Freightliner that in the first place. We then learn that it is industry standard to go by the Chilton labor guide for Diesel trucks, but all the Freightliner people tell me that 37' RV's are more difficult to work on and time consuming. One told me they ususlly loosing up the hours for RV's but Star had a grudge and strickly enforced the labor guide. I really want to know, where in my warranty does it stipulate labor is strickly regulated by this labor guide. Oh, it isn't in the warranty.
I say this because their rep. Told me to go read the warranty, I did, doesn't say anything about labor guides, nor does it say wiring fixes are not covered, just that wiring harness are covered. Now they say my warranty is a component warranty not parts warranty, and that unless the entire component is replaced it is not covered. No one ever told us that. Anything to get out of paying. I asked them why did they give Freightliner the authorization to do the job, then after it was completed say it wasn't covered, their claims handling process specifically says denial of work and explanation for denial comes before the work, not after. I also heard that because they did not inform Freightliner to keep all authorized replaced parts, Star was ticked off.
The comment to me is that there was miscommunication between the Claims Advisor and Freightliner. I said, why don't you communicate directly with the contract holder instead of going through Freightliner, they state, we don't normally speak to the contract holder, we leave that up to Freightliner. Well, gee, Freightliner repeated told us that they had spoken to the Claims Advisor, and all work had been authorized by them, therefore, covered by warranty. Wrong!!! This after paying $9,100 for a warranty that we have made maybe less than $1000 in claims on, because 75% of all the work we have had done on the coach so far has been covered by the Manufacturers warranty.
Out of 17.5 hours of labor to make repairs, they are only covering 7 hours, up from 5 originally approved. That's another thing. When the Warranty was sold to us, it was sold as a warranty that would cover everything the manufacturer warranty didn't, oh, but no, most of it is redundant. The rest is left up to interpretation. Stay clear of this company, unless you buy the Diamond coverage, the Platinum Plus is a joke. We'll be going to the BBB now. Even the Dealership who sold us the warranty could not get them to budge. Customer Service, honesty and integrity has died, never to be seen again.
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