To begin, I purchased a 2006 Cadillac DTS from Dallas Dodge Chrysler Jeep, this experience was pretty smooth except for when the alternator went out soon after I bought it and the Dodge Technicians fouled up some electrical modules while replacing the alternator. The trunk release and CD player stopped working and the technicians insinuated it was somehow not their fault. They took it across the highway to Massey and the issue was able to get resolved, but this was pretty painful and EFG informed me the dealership was still responsible because somehow the contract wasn't finalized (even though the transfer of my money to them was).
This is where I purchased my "Platinum Warranty" through EFG. The above was to provide context.
Now then, my cadillac didn't run hot and at the slightest hint of low oil or the temperature being off, I took my car to a dealership (Cadillac) closer to where I live. Upon diagnostics being completed, it was determined I had an oil leak in the crank case (not a huge surprise to those who know northstar engines). If you aren't a car person, suffice it to say this is a major issue.
Upon my first interaction with EFG the initial perspective was that I should take it back to the Dodge dealership where I bought it, because it was first purchased there and my home was 27 miles away (on a threshold of 30). I expressed my dismay about this and although painfully slow, the less moronic idea of driving a car that was leaking oil 27 miles to people who couldn't repair the alternator correctly, for a 30 hour job for a GM Mastertech was dismissed. Kudos here....
And so began a three week journey of disingenuity and bad faith.
First, the warranty company indicated they wouldn't cover the complete diagnosis because their "practice" which is not in writing is to only cover an observational type diagnosis on oil issues. The specific language of the contract reads as follows:
"You are responsible for authorizing any teardown or diagnosis time needed to determine if your vehicle has a covered breakdown. If it is subsequently determined that the repair is needed due to a Covered Breakdown, we will pay for this part of the repair."
EFG meet diagnostic that resulted in covered breakdown, diagnostic that resulted in covered breakdown meet EFG. I jest because this isn't where the most exposure is, but it is completely disingenuous and out of step with the contract. This is still an open item, but not where my major issue lies.
My major issue lies with the main bolts. Now to be fair to EFG, the contract states they "don't cover bolts and fasteners". There is contradictory language in that the harmonic bolt, cam gear bolt, and head bolts are specifically covered.
The problem with this approach is that in this case the majority of the exposure to myself or any customer on any engine repair (which are allegedly covered) like this is going to be simply in the technicians being able to get to the part they are repairing. Main bolts are the bolts that hold the three pieces of the engine together and have around 120-160 pounds of torque on a 6-8 inch bolt. Removing these is difficult and can cause break. The dealership is charging $100 all in for the bolt and labor cost of each bolt a total exposure of $2000 for a supposedly "covered repair". EFG vehemently worked against covering any part of this scenario. It would essentially be like you taking your watch to the repair shop (assuming a warranty) and they say a gear is broken, but the seal may break while i'm getting into fix the gear and the seal costs as much as the gear to fix.
So after 2 and a half weeks going back and forth (between the shop and the company and myself) I finally am able to reach the actual adjustor who tells me this claim is old (yes, yes it is...), and that the supervisor who was allegedly a GM master tech for 40 years says they shouldn't break any of them based on no specific physics or engineering...it is then revealed that he has never once attempted this repair.
This was about the height of disingenuity, because it's an outright lie. I called other dealerships and repair shops to solicit a guarantee that none of the bolts would be broken, and to acquire upwards of 4000 dollars worth of business I assumed people would jump at that chance. NO ONE DID. NOT ONE REPAIR SHOP. I CALLED 7 (3 Other metroplex cadillac dealers and 4 authorized cadillac repair shops .
Are they covered by the language in the contract, yes, but not the spirit of the agreement and this is while I call this a negotiation in bad faith. Despite pinching pennies over a diagnostic that should specifically be covered they won't cover what it takes to get inside your engine!