• Report: #394470

Complaint Review: Continental Warranty

  • Submitted: Mon, November 24, 2008
  • Updated: Sun, February 08, 2009

  • Reported By:Kingwood Texas
Continental Warranty
24955 Pacific Hwy Suite C303 Mailbu, California U.S.A.

Continental Warranty Did not use the contract for any repairs on my BMW, but can not get the refund promised in the contract Mailbu California

*UPDATE EX-employee responds: Comments about Mike R

*Consumer Comment: Lonnie,

*UPDATE EX-employee responds: Wrong again!

*UPDATE Employee: At least I see why your an ex employee

*UPDATE EX-employee responds: Not true...

*UPDATE Employee: I love how on blog sites like this, morality is so black and white

*Consumer Comment: That is horrible!!!

*UPDATE EX-employee responds: first this, now this...

*UPDATE Employee: Ex employees always have the right answers don't they?

*UPDATE EX-employee responds: YOU SHOULD ALL READ THIS...

*UPDATE Employee: In response to the complaint

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Was contacted by Continental Warranty about an extended warranty on my 2000 BMW Z3. Though their argument made sense but was apprehensive about the cost. Was assured that if I did not use the warranty that I would get $2,000.00 refunded at the end of my contract. Did not use the warranty, sent in my request for a refund and have not heard from anyone. Sent the requests as register letters to all 3 locations shown in their booklets. have the signed receipts but not one response. Call them at 1-800929-2694. Got a recording that their telephone service was under "reconstruction" and unable to take calls. Finally got customer service at 1-866-989-9100ext1428. Was told that they had my request for a refund but were unable to fill that request at this time. I sent the registered letters back in July of 2008. Was offered no excuse or reason for they were unable to repay me my $2,000.00.

This company is nothing short of a rippoff. If your smart you'll find someone else, that is if there is an honest waranty company. Stay away from this company at all costs.

Rich
Kingwood, Texas
U.S.A.

This report was posted on Ripoff Report on 11/24/2008 11:17 AM and is a permanent record located here: http://www.ripoffreport.com/r/Continental-Warranty/Mailbu-California-90265/Continental-Warranty-Did-not-use-the-contract-for-any-repairs-on-my-BMW-but-can-not-get-t-394470. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Comments about Mike R

AUTHOR: Lonnie - (U.S.A.)

I don't work for Continental anymore, but no customer I sold over the last 6 years is affected by us going out of business. Not one.

Claims are still being paid in full, roadside is still active, every client we sold is still having the service we promised. How is that a rip off?

Mike R who has been whining for the past 2 years on this site, because of one bad phone call, grow up and be a man. What a wimp, you are the definition of a punk loser. And telling me that you are in the loan field and have the lack of morales to call anyone a scam. How many people have you loaned money to that couldn't afford the payment? How much scum like you have violated RESPA and Truth in Lending Laws to the point that this country is in financial turmoil.

Every customer Continental Sold still has a policy with Great American Insurance or Lyndon Property insurance. How dare a wimp whiner like Mike R say that we were a rip off and hide behind his little comments. Mike get a life and if you can look in the mirror as a person in the Loans field and actually sleep at night you are the worst kind of scumbag and loser.

Why do I still look on this site and comment even though I don't work there? People like Ex Employee and Mike R are the such internet children I wish you would have the courage to let me know who you work for, I bet I can find a "Scam and a rip off" where you work. Especially coward Mike R the honest Loan man, what a joke.


Lonnie
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#2 Consumer Comment

Lonnie,

AUTHOR: Mike R - (U.S.A.)

You are the biggest scumbag in this business I bet. You knew they were going out of business but did you put that on Ripoffreport? No, you didn't. You knew that these complaints were legit, but did you do anything to help, no you didn't. You are a liar, and Continental trained you that way. It is a shame that you guys thought that the only way to get business was to be dishonest. I am not in the warranty business. I am in the Loan business. The reason I even go on this site is because when I talked to you guys there, I was lied to, and intimidated into buying a policy. Good thing I knew you were full of it. And Lonnie, I don't care what you say. I have been right all along. And you sir, have been wrong. Spay and Neuter your animals, over and out.
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#3 UPDATE EX-employee responds

Wrong again!

AUTHOR: Former Employee - (U.S.A.)

No one posted a blog about me Lonnie. I'm not the one up for discussion here.


Typical of you to turn the table though.
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#4 UPDATE Employee

At least I see why your an ex employee

AUTHOR: Lonnie - (U.S.A.)

You mention reading comprehension as a major fault of mine, let me point out a couple of your flaws:

Ex Employee took money from our company for 3 years for our company while thinking it was immorale and a dirty business, that makes him/her scum. If I ever thought we ran an improper sales process or were cheating one single client I would be gone.

Ex Employee has pointed out that we have mileage barriers and $200 discounts for a cash out and other "insider information". The only thing that confuses me is that these mileage barriers are clearly listed on our website and the cash out discount is offered to every client on our welcome call. So I guess that leak is really going to cost us business.

Ex Employee says we don't have first time applicant benefits and that it is a sales ploy. This ex employee doesn't realize that our insurers have regulated our sales process aggressively in recent months to guarantee that we are providing accurate information and also not signing up fraudulent vehicles.

Anyone reading this should realize after reading the three posts by Ex Employee has a severe agenda against the company he worked for and left. The ex employee has admitted that he/she thought this company was unethical and had poor business practices yet continued to take money. I don't know how someone can do that, that is pure prostitution in my book and I think that as this employee sits back collecting an unemployment check paid for by my taxes and writes the little hateful blogs about my company I have a suggestion. Grow up and look in the mirror and tell me that this company sells one single client a plan that isn't properly administered or insured.

Every single plan we sell, no matter what happens to Continental Warranty are backed by tremendous claims administration and a very strong insurer. We are not a rip off, scam or a bad business. Thats why with pride I can answer these rebuttals using my real name, not by using a surname like Ex Employee and jabbing a load of BS to make my self feel better about my lack of honor.

Lonnie Pitts
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#5 UPDATE EX-employee responds

Not true...

AUTHOR: Former Employee - (U.S.A.)

Lonnie,

LEARN TO READ.

Nowhere did I say that you guys should just pay the guy. What I posted is that you need better reading comprehension skills and that your statement "no where does it say you get a refund" is incorrect.

Have you spoken to the customer? Have you verified his contract? How do you know that he doesn't have GPR? How do you know that it wasn't purchased? If it wasn't purchased, how do you know that the original agent didn't promise this to the customer and since contracts aren't always that easy to read, the customer believed his sales rep? Regardless, there's a way to approach someone who has just been "burnt" by your company. Your method of attacking people for complaining on this site is horrendous and unprofessional. The reality is that Continental Warranty has 100+ complaints, most of which stem from the same problem -- "I was promised this but I received that." At a certain point, you need to accept the fact that Continental Warranty is not so innocent. True, the customer has thirty days. True, there is a verification department. Do you know what happens when verification says something that the customer doesn't agree with? They transfer the customer back to the sales rep/sales manager, and they say whatever. Then it goes back to verification. Most of the time, the customer is told "don't ask verification questions, they're not licensed warranty agents." Kevin Brown taught all of us that. And no one ever said "You can't say that." In fact, Steve Dunn and Veronica Diaz taught us MANY lines to use on customers who asked questions for which the answer wouldn't make us look good.

HERE'S THE TRUTH SO EVERYONE READ CAREFULLY:

THERE IS NO SUCH THING AS FIRST TIME APPLICANT. ITS ALL A SCAM. YOU CAN CALL 1,000,000 TIMES AND GIVE THE SAME VIN NUMBER AND YOUR CAR WILL ALWAYS BE ELIGIBLE WITH THE SAME BENEFITS AND UNLESS CONTINENTAL WARRANTY DOES A PRICE CHANGE, THE PRICE WILL BE THE SAME.

Here's the qualifer:

Freedom Plus is coverage up to 100k, in 4/5/6 year terms. Most vehicles below 60,000 miles will qualify. Don't buy into their "first time applicant new car coverage BS." A second, third, fourth, fifth, twentieth call will still get you this coverage if your under 60k. above 60k you get freedom used, or comprehensive. Comprehensive is better than Freedom Plus and they don't like selling it because it means the insurance company has to pay out more in claims.

So again, the standard plan that the reps are taught to sell is FREEDOM PLUS. Cars above 60k, FREEDOM USED.

THEY CAN GIVE YOU A $200 DISCOUNT FOR PAYING FOR THE PLAN IN FULL SO DON'T THINK YOUR GETTING "ZERO PERCENT FINANCING."

GREAT AMERICAN INSURANCE COMPANY FROWNS UPON HARD SELLING OF THEIR PRODUCTS. IN FACT, EVERY TIME YOU CALL GREAT AMERICAN AND TELL THEM HOW FRUSTRATED YOU ARE BECAUSE CONTINENTAL WARRANTY WAS UNPROFESSIONAL OR TRIED TO HARD SELL YOU A PLAN, AND TOLD YOU IF YOU DIDN'T DO IT TODAY YOU WOULD NEVER GET IT AGAIN, CONTINENTAL WARRANTY GETS A STRIKE.


I URGE ALL OF YOU, WHEN YOU HAVE A COMPLAINT, ADDRESS IT TO GREAT AMERICAN INSURANCE COMPANY FIRST, THEN COME HERE.
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#6 UPDATE Employee

I love how on blog sites like this, morality is so black and white

AUTHOR: Lonnie - (U.S.A.)

First and foremost, GPR is an option that was sold many years ago as a surcharge but it has never been written in any service plan we have sold that a customer who makes no claim gets the money back. It was a certificate from the insurance company (Signet Financial) That Guaranteed Premium Refund if certain criteria were met, everyone with those certificates we are contractially obligated to honor. The point I made to the ex-employee (Angry ex-employee) is that no where in the contract does it state we provide a refund if someone doesn't make a claim and we honor every single person who has the certificate.

Mike R and Mr. Former Employee both act like we are wrong for not giving this client the refund when they never paid for the surcharge. The client also agreed to the terms on recording and agreed to the contract they had 30 days to read. Of course if they ran this business they would send an individual out to every single clients home and make sure they read it together and all answers were given. Because on blog sites the world is perfect, but we gave the client the information over the phone, we recorded his acceptance of the service plan, we mailed a very easy to read declaration page which outlined our contractial obligation to the client and also gave the client 30 full days to cancel if unsatisfied with the plan. ANYONE with a neutral mindset would feel that we did the best we could to accomadate the client in this case.

Keep fishing Mike and angry ex-employee I am sure you will find some horrible example of our customer service. But to hang your hat on this complaint, come on fellas I have more respect for your intelligence than that.

Anyone of course reading this that has questions, comments or concerns let me know via email or phone.

Lonnie Pitts Welcome Center Manager lpitts@continentalwarranty.net

1-866-989-9100 Extension 1620
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#7 Consumer Comment

That is horrible!!!

AUTHOR: Mike R - (U.S.A.)

So you mean that even know the Salesman MIGHT have lied to the customer, it is the customers fault that he/she did not read the contract. You do not have all the calls recorded, and I bet you wouldn't even try to listen to it if you did. Like a person who never had a Warranty, and purchased his first one from you would make this up, and, make a big deal about it. This is not something that people can make up. Nobody in their right mind would ask for a refund unless they were told they could get one. I am not an Ex-employee, but I bet he is right in this case.
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#8 UPDATE EX-employee responds

first this, now this...

AUTHOR: Former Employee - (U.S.A.)

Haha, Lonnie replied just how I thought he would, "angry ex employee!"

First Lonnie says

"No where in our contract does it state that if you don't make a claim you are elligible for a full refund. No where in the contract."

Then after my post, allofasudden, there is now an option that entitles you to your money back if no claims have been filed. AMAZING!!!

To the OP, contact the attorney general in your state and then contact your insurance commissioner. Contact the BBB and file a formal complaint.
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#9 UPDATE Employee

Ex employees always have the right answers don't they?

AUTHOR: Lonnie - (U.S.A.)

Anyone reading the prior post should take the comments with the normal grain of salt applied to an "angry ex-employee":

GPR or guaranteed price refund is very easy to track, we charge a $150 surcharge for it, so when I client alleges they have it, it is very easy to see.

We cannot discriminate between which GPRs to honor and which ones to ignore, it is a obligation if we charged for it to in turn honor it.

I won't even comment on Roland Fink being the hero and savior of Continental Warranty, he has been involved with several businesses in the past, I know of at least 3 that went under, I don't think that is the resumee of a savior.

To any client reading this obvious slander attempt on our company, please contact me with any questions, comments, or concerns, and keep in mind the views expressed by ex employees can be a little bit biased.

Lonnie Pitts Welcome Center Manager 1-866-989-9100 Extension 1620 or lpitts@continentalwarranty.net
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#10 UPDATE EX-employee responds

YOU SHOULD ALL READ THIS...

AUTHOR: Former Employee - (U.S.A.)

Let me start this off by saying I am a previous employee of Continental Warranty. I worked there for many years before the company went kerplunk.

GPR, which stands for Guaranteed Premium Refund, is something that you can add to SOME plans. At the end of your contract term, if a claim was never filed, you would be entitles to a certain % of your original contract price, less the surcharge for GPR.

When Lonnie states that this is not in the contract and that this claim is bogus, two things are happening.

Either
A) Lonnie doesn't know what his company offers as well as he thinks he does
B) He is in denial and is flat out lying.

You stated that this is not something the company offers, which may be the case for today, but for someone who bought their contract 2,3,4,5 years ago? ABSOLUTELY POSSIBLE.

You really should practice your reading comprehension Lonnie. The original poster claimed that a call to customer service resulted in "but were unable to fill that request at this time." Not "We don't have GPR" or "you never paid," but "were unable to fill that request at this time." The response from customer service implies that he has GPR.

And before you say that I'm just a mad ex employee, I was immune almost every week, I was always in the comma club, and my name is on the wall a dozen times. I'm an "ex" employee because I got sick of the games that the managers/staff play. You guys should have kept Roland around, he was the best thing Continental Warranty had.
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#11 UPDATE Employee

In response to the complaint

AUTHOR: Lonnie - (U.S.A.)

Customers reading this should understand the following:

No where in our contract does it state that if you don't make a claim you are elligible for a full refund. No where in the contract.

On recording we clearly went over the fact that our plan was transferable and cancelable for a pro rated refund prior to the contract expiring. There was no mention of us giving money back if the plan was not used.

I think the client writing this complaint is frustrated understandably but the client was given a full month to review the contract and read the terms and conditions. Even beyond that we provide a declaration page with all options and surcharges clearly printed in large writing on the top of the contract to insure all information is accurate.

We did our job and in know way is this complaint valid.

Anyone having questions on pro-rated refunds and GPR or any product related questions contact me at 1-866-989-9100 Extension 1620

Or email me at lpitts@continentalwarranty.net

Lonnie Pitts Welcome Center Manager
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