When I purchased my 2006 Ford Expedition in December I purchased an extended warranty from Automotive Warranty Services to cover any unexpected or unforeseen mechanical problems with the vehicle. Contract #CU645465, Gold Service Warranty. On 5/14 I took the vehicle to Superior Transmission & Auto Repair because the check engine light came on and the engine was making unusual noises. The mechanic told me that there was a head gasket leak which caused a spark plug to fail. When the mechanic informed Automotive Warranty Services and told them what the problem is they sent out an inspector on two occasions to look at the vehicle and to confirm the mechanics findings. The mechanic had to remove the head of the engine to conduct a proper assessment of the damage. On 6/01 Automotive Warranty Services informed Superior Transmission that they will not be covering any repairs on the vehicle and the mechanic informed me of this decision. I called the AWS claims department on 6/01 and spoke to one of their representatives named Carlos and his supervisor Stanley. Both told me that the warranty will not be covering the repairs because a spark plug failed and they said that the contract does not cover spark plugs. I told them that it was not the spark plug that was the initial problem it was a head gasket leak that caused the spark plug to fail. They both were less then helpful when discussing this issue. They told me that my mechanic only told them that a spark plug failed which was the cause of the engine failure. I told them that their information is inaccurate. I spoke to my mechanic on 6/04 about what the claims department told me and my mechanic said that Automotive Warranty Services did not properly record the problem with the vehicle and the spark plug failure is not the initial problem but a result of the head gasket leak. Automotive Warranty services sent out an inspector on two different days to review the problem. The inspector told Automotive Warranty Services that the cause of the head gasket leak is undetermined and still Automotive Warranty Services will not pay for my repairs. My vehicle is still in the shop as of 6/05 and is has not been repaired. I spoke to another one of their representatives named Jerry on 6/04 and reiterated the problem and told him that my mechanic will be contacting them again. Jerry told me to file an appeal with the AWS Complaint Resolution Team in Chicago, IL and request that they review the case again. I mailed them written documentation and faxed them the same documentation on 6/04, and put the fax to the attention of Angela. It is incredible that this company only records partial information down just to get out of paying for a mechanical failure covered under their contract. I believe that this company is a scam to get people to pay extra for their warranty services and then when a claim is put in their will use any excuse not to pay for it. A head gasket leak is a mechanical failure covered under my contract. AWS is saying because a spark plug blew out because of the leak that they will not be covering the repairs. Why would they send out an inspector twice to review the damage on the car? The inspector told them it was a head gasket leak and the cause is undetermined, but they still refuse to pay for repairs. This is clearly a scam company. I will never purchase a warranty from this company again on any future vehicles that I buy. They have inconvenienced me greatly because I have been without my vehicle for 3 weeks. The car is currently still in the shop because the estimate of the repairs will be at least $2,000.00.
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