I purchased an extended warranty on boat & motor, when I received documents cover letter it stated; " Prior to making a claim, your vessel must undergo a mechanical fitness survey if it is not under a builders warranty during the time you purchased this service agreement." When I called Genuine Warranty and ask if they could send me that survey form I was told by the customer service person (Karen) there was not such a form.
All I had to do was take it to a marine dealer (Mercury) and have them do a mechanical inspection. When I did that the dealer wanted to know what they were suppose to inspect. I call back and asked Karen if she could give me/us some guidance, a copy of what others have sent in, she could not do that. I asked her to blank out the other customer personal information and send me what others have supplied. She said she could not do that and stated that all I needed to do is a going over all the mechanical parts of the boat and motor. I asked if a compression test would be good to have and she stated that that would not hurt.
I also did spark plug replacement before this mechanical inspection. During the inspection a cam seemed to be an issue. They were not sure but I had it replaced. This was on #6 and after they replaced I was instructed to test it out, the motor ran out bad and I took it back for them to re-inspect, at that point corporate Mercury service person was on site and he was involved in the re-adjustment. After that I took the boat back out for a test and it ran great 41.2 MPH. After that I contacted Karen at Genuine Warranty and I sent the repair order with the compression test and the inspection that the Marine Dealer did. All of this occurred in April.
In October I took the boat out and when I got past the no-wake buoy I kicked it in and all hell broke loose and I immediately shout it down. I took it in the shop to see what was up and that took 3 days. When I got the bad news I call the claim department. The rest is now they are telling me I did not have the correct forms, I trying to fraudulently filling out an inspection form, that they sent me and told me to have filled out. Where was this form back in April? I sent it to the Marine dealer asked him to pull the mechanical inspection and fill out the form and send Genuine Warranty and me a copy. Also they say they talked to the marine dealer, my marine dealer said that they have not talked to them... I believe they are doing a bait & switch. I sent them money and tried to comply with what was asked in good faith. I do not believe they are doing the same...!!! Attached is a copy of their inaccurate statements.
This letter is being sent to you regarding a recent claim you have made on your contract, which is being declined. As a result of the unique circumstances
surrounding this claim and the violation of the contract, the contract has been cancelled.
On April 23 at 9:32am, after Genuine Warranty mailed your welcome package and reminder of the inspection requirements, you called stated
that you changed your own plugs, and you had no existing inspection from financing or insurance. On May 14th at 1:45pm, you called stating that you had the inspection completed.
When your claim in October came in for the new engine block, we notified you again that the inspection had not been completed. You faxed us the same repair bill for the cam that said Check all systems found bad cam on #6 from May 14th. This does not suffice as an inspection, nor was approved as one.
You were emailed a sample blank inspection checklist, and then returned it completed with a date of 5/14 and signatures from the dealers inspector and service manager.
The exact sample blank inspection that was sent to you did not exist until the end of June a month after you claim the inspection was completed.
Please note each page of the inspection checklist has its form revision of 06/07 on each page. Your inspection was filled out and faxed to us with language from your email to make it appear it was done in May. The nature of fraudulently filling out an inspection form in order to bring an existing contract into compliance with the intent of getting a claim paid is against the contract.
Unrelated to the inspection problems described above, the failure of the engine block is due to the piston on cylinder wall #3 being broken, and then continuing to operate the vessel. The piston is a covered component of the contract under the Engine section, however any incidental or consequential damage or loss caused by a breakdown of a covered component are specifically listed as Non-Covered Components and Non-Covered Failures. Additionally, the contract also states that no coverage is available to components that are Damage caused by continuing to operate the vessel while components have already failed. The entire engine block is not a covered component, only the parts internal to the engine block.
We respectfully request that you take the time to review the terms and conditions of the contract to better understand it. Circumstances such as these are extremely rare. Genuine Warranty promotes productive cooperation when there is a claim that results in a denial. Please respond to us in writing with any questions or clarification needed, or with any other information that did not consider or have presented to us.
Sincerely,
Genuine Warranty Solutions Inc.
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