Standard rip-off story here. I purchased this warranty online, pretty normal price, opted for the zero dollar deductible for 100,000 miles. Pretty good for $1350 right? BUYERS BEWARE!
Enter Platinum Warranty Corp. Suspecting this would be the end of the need for a warranty (Murphy’s Law), I give the 1997 Blazer over to my wife who puts 5000 miles on it, riding happy with supposed protection under Platinum Warranty Corp.
The first thing to go is the alternator. We tow it to a shop, have them do the work and they handle the details with Platinum. Now this was back when Platinum would call the shop with a credit card and pay; no longer happening in California because of fraud and theft issues. But, no problems, except the usual, we have to pay for belts hoses, fluids, etc. But that’s ok; the repairs totaled about $446.00. They paid $371.00. (Keep track of my total cost for warranty here; there is logic to the madness)
Enter the new problem. Another 5000 or so miles later, I am fed up with poor A/C output, a suspected water leak, and poor engine starting. I maintain my vehicles exquisitely, no missed tire rotations, oil changes, or any other minor maintenance. It’s a hobby, and something I take pride in. I take it to the dealership because I want it fixed by people who don’t have to “search” for the problem. The dealership may cost more, but in the long run, they don’t have to waste time searching for the issues or locating parts. So you actually break even (my 2 cents).
Anyhow, they find that the A/C pump is shot and causing the water leak from the intake manifold ($850 with installation, gaskets, hoses, Freon, parts). As they are working on my vehicle, the fuel pump goes out!
Now in lies the problem. Platinum Warranty Corp clearly covers the fuel pump. However, the dealership finds that although the fuel pump is not working, it is the fuel pump modulator that has caused the problem. Keep in mind the modulator is inside of the fuel pump!
Solution? Dealership recommends replacing the fuel pump. Platinum’s solution: tell the customer it is the modulator and that the modulator isn’t covered. Replace the modulator, by taking out the fuel pump, dissecting it, replacing the modulator, and putting it back in the fuel pump. Fuel pump and installation: $200. Fuel pump removal, dissection, installation of modulator: $700.00 that I HAVE TO PAY.
Talk about slipping out the back door, what a shady thing to do!
I sat there with the Service Manager while he was on the phone explaining that the modulator and the fuel pump were one and the same. He said that dissecting the fuel pump to replace the modulator is like ripping the tread off a tire and replacing it, it’s just a waste of time and an expensive way to replace a tire! It is cheaper and easier to just replace the fuel pump, BUT, then Platinum would have to pay for that too!
Now here’s the kicker. Platinum only authorized $705.00 for the A/C repair, stating that hoses, Freon, etc were my problem; fine, I knew that. But isn’t it ironic that they ordered the dealership not to replace the fuel pump because (as it cost me) that would cost them additional $700?
With honest fuel pump replacement and A/C repair: $1405
After refusing the fuel pump replacement: $705.00
Previous alternator repair: $371
Total Platinum investment at this point: $1076.00.
Gee, they stopped just shy of what I actually paid for my warranty! Could that be an underlying company bylaw? Could that be a standard by Platinum Warranty? Perhaps an employee quota? Maybe there are bonuses given on how long you can blow off an angry customer? They will not authorize a repair beyond what I paid for my warranty. Why have a warranty then?
Now, since the very day I heard that conversation, I have been endlessly calling Platinum to no avail. I went ahead and forked over $1600.00 for all the repairs hoping Platinum would be honest and cut me a check for the whole thing, if not, at least the $705.00 they have authorized in writing.
When they were answering the phones 4 months ago, the first thing they told me was I had no idea what I was talking about because the fuel-pump modulator was part of the gas gauge! (SAY WHAT?) The very rude Claims Rep said it was a part of the dash board and I had no grounds to demand anything! Then I began sending request letters for at least the $705.00 they authorized and kept begging that they research the modulator because it is indeed part of the fuel pump. I sent them certified letters and have the proof.
Guess what I got in return? Nothing and I mean nothing at all! I finally got a hold of another extremely bitter-rude Claims Rep on August 5th after leaving numerous messages on their “you are the 3rd customer in line, please leave a message” obviously unchecked answering machine. He says “oh we never got the closed work order from you or the shop”.
OH MY GOD! So the hundreds of messages, numerous letters, and my caller ID showing on your system every single day never sparked anyone to say “hey what’s this guy want, what’s all the fuss about?” Talk about scam artists! Were they hoping I would give up and forget? Were they hoping to stall forever? I suspect they were hoping I would take the vehicle over 100,000 miles and then they could cancel my contract. Guess what folks? It’s at 81,000 and staying that way until I get full reimbursement.
Let’s recap:
Platinum says they will reimburse authorized work if authorized by them:
So far, it’s been almost 4 months and I have seen no reimbursement for even the work that was authorized.
Platinum says they cover the parts listed on their contract:
I have failed to find the small print that says they can authorize the dissection and replacement of internal parts at customer expense, rather then pay for the complete item as stated by Platinum.
Platinum boasts customer service and their CEO states “We’re not afraid to try different things” (http://www.platinumwarrantycorp.com/usedcarnews.pdf)
Boy, he said a mouthful; this is the first time I have been screwed over with something like this. Maybe Mr. Hodel isn’t appraised of what a scam his people perpetuating. Next time he drives his Mercedes to the tire shop I hope they simply cut off his tread and say it will cost ten times as much to replace just the tread, and “oh by the way your warranty doesn’t cover that”.
Platinum has screwed over other people with their inability to respond or address customer’s issues as well. See here:
http://www.consumeraffairs.org/auto_warranty/platinum.html
Anything else I missed? Perhaps that not one time, even in the original sale of this warranty have I ever experienced a pleasurable conversation with anyone from Platinum Warranty. I mean absolutely never, and I have called this company at least 100 times. These people are bitter angry people who think we go out and break our cars just to take advantage of their generous service. Generous? Please. I’d rather lose my virginity in a men’s prison then deal with you people again.
Victor
Vacaville, California
U.S.A.
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