• Report: #1115478

Complaint Review: Wanted Auto Protect

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  • Submitted: Tue, January 14, 2014
  • Updated: Sun, June 15, 2014

  • Reported By: Laurent — Tampa Florida
Wanted Auto Protect
Cherry Hill, NJ Internet USA

Wanted Auto Protect Back Room/ Boiler Room operation here  Internet

*Consumer Comment: Auto Warranty is a Good Thing

*Consumer Comment: Questions about Wanted Auto Protect

*Author of original report: More on WAP

*Author of original report: More of the same..........

*UPDATE Employee: Complaint Response

*UPDATE Employee: Wanted Auto Protect

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I purchased a Mercedes about 7 months ago with 55,000+/- miles on it and the car is in very good condition. Today it has 66,000 miles on it. I purchased what I thought was a warranty for an additional 100,000 miles at a cost of about $3,500. I was told I could take my car anywhere I wanted to and they would pay for the covered items in their warranty. The fine print excludes hoses, gaskets, fluids and the like even though such items must be removed and cannot be reused to get to damaged or non functioning parts. I didn't like that but wanted the peace of mind knowing I have a warranty for the parts and labor.

Today I am in the 7th day of their doing due diligence on necessary repairs to my vehicle. I have been unable to open/close the gas tank cover, unable to lock the doors and the suspension is floating causing a very serious issue with the car. My mechanic has been on the phone with Auto Protect for days trying to explain to them what parts are connected and what parts have ancillary pieces and the like.

My mechanic called me to tell me Auto Protect would only pay for about half of the necessary repairs and they use "national" rates which are not available anywhere in a populated center and pay only the very lowest price they can find in their manuals for reconditioned/remanufactured parts; again none of which are available in metro areas. I asked why they will not pay my mechanics hourly rate and was told they only pay "national" rates. My mechanic told me he cannot get the needed parts for anywhere near what Auto Protect is offering to pay and he told me he doesn't know where they get their rate and parts schedules but he cannot do the work for what they are willing to pay for his labor.

I asked my mechanic if he deals with other warranty issuers and he told me he does regular business with 7 other companies and he has never had the problems he has had with Auto Protect. He would prefer not to do business with them because he has to spend a considerable amount of time explaining/arguing with them and to no satisfaction. He told me other companies he deals with would have covered most of the expense of this claim.

They are staffed with young ladies that at first come on politely but when questioned about what they will and will not pay and why, they become very defensive and acuse you of raising your voice and the like. After several minutes of trying to get some straight answers from the lady I asked to speak with a manager. I was put on hold for several minutes and then transferred to the managers line.............you guessed it........voice message only. I hung up and immediately called back and got the same sarcastic woman on the phone. I asked her if she is aware that her manager is not in and her response was, "you asked me to transfer you to a manager and that's what I did". I asked again if she was aware that the manager was not in when she transfered me and she said "i don't sit in front of him". Keep this in mind because this is the type of person you will deal with if you make the same mistake I have made.

I pointed out that I have read the internet reports from their company that say an insurred can take their vehicle to any mechanic etc..........then asked why won't you pay the labor rate. I was told that it is correct that I can take my car to any mechanic, but they only pay what they say is a published "national" rate. The only mechanics that work for their published national rate are three bay garage mechanics that are not certified MB mechanics. The mechanic I go to operates a low cost business in a 6 bay shop on a side street with at least 6 certified MB mechanics. They do not over charge for their services as is evident by the number of customers flocking to the business and the number of warranty providers they deal with daily.

This is my second encounter with Auto Protect in 7 months. They were not any better on the first experience but we managed to get through it with them telling me they were doing a favor for me. I paid about 40% of that invoice. Now I am stuck with an unsafe vehicle that they will pay about half of the costs to repair and they won't even pay for reasonable and customary labor fees in this market nor for parts available here. What I really have is a co-insurance policy issued by a back room operation that is in no way what I bargained for from the beginning in conversations with them and paid what I paid for other policies.....about $3,500. The last MB I had I took to a MB dealer and all the repairs were covered.........at significantly higher rates for parts and labor and they covered fluids and hoses that are necessarily replaced when work is done.

After dealing with them a second time it is evident to me that this is a "boiler room" operation. I strongly recommend that you take your business and hard earned money elsewhere.


This report was posted on Ripoff Report on 01/14/2014 02:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Wanted-Auto-Protect/internet/Wanted-Auto-Protect-Back-Room-Boiler-Room-operation-herenbsp-Internet-1115478. 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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REBUTTALS & REPLIES:
2Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Auto Warranty is a Good Thing

AUTHOR: Stacy - (USA)

Having an auto warranty is a good thing. It is unfortunate that you are in this situation, but having an auto warranty is definitly a good thing to have for used cars.

To avoid a scam, look for a company that has been in business for a long time.

A certified pre-owned car with a warranty provided by the manufacturer is the safest bet in the used-car world. But if you’re not buying a CPO car from a franchise dealer, can you still get a warranty? Yes, but buying one can be tricky.

The fact is, we all hope to find a company that will warranty a used car with 150,000 miles on it, sight unseen. But such companies don’t exist because there’s no way they can, as an example, buy everyone a new engine and transmission and still stay in business. So let’s look at the realistic options:

Some dealer groups and used-car chains offer their own CPO warranty programs, but coverage is usually minimal. CarMax, which has more than 100 locations across the country, certifies its own cars, and everything it sells has a “limited 30-day warranty,” which is actually 60 days in Connecticut and 90 in Massachusetts due to local laws. CarMax also offers “MaxCare,” an extended service plan that expands the coverage to most of the mechanicals except for wear-and-tear items, fluids, wheels, glass, and trim. Check the website, which details what is and isn’t covered. Prices vary according to the coverage and car.

 

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#2 Consumer Comment

Questions about Wanted Auto Protect

AUTHOR: KC - ()

I would like to know how it ended. Did you get your car repaired. I am currently waiting for an answer from them about a car I just purchased. I am highly disappointed and saddened by their response time. This auto repair was truly unforseen and this has not been a stress free situation for me at all. 

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#3 Author of original report

More on WAP

AUTHOR: Laurent - ()

This addition should follow my entry yesterday that is listed on your site as a "draft".........

 

I am now in my second day with the last repair request. Yesterday we were told that we must fax a repair finding and estimate to the company. We did that and after about an hour we called to ask about the claim. We were told that it was in review and they would get back to use within an hour. Three hours later I called again and was told that they would "expedite" my claim because it had been several hours beyond when they initially told us they would respond. Five o'clock came and went and the repair shop closed for the day. This morning I have called again and was told there is no expediting, that claims usually take at least a day and that claims are worked on in the order they are received. Of course that is a complertely different story than what I was told yesterday. I asked the woman to please find out for me what the status of my claim is at this time. She asked me to hold and put me on hold. 20 minutes later I had to deal with a cient at my company so I had to hang up. 

I jst recalled and got the same lady on the phone and she had no recollection of me calling an hour ago and being put on hold. I told her that I have been told differing stories by she and others in her company and asked to speak with a manager. She said sure and put me into a voice message center. Still no response to my claim request.

If you don't mind being treated like this then this is the comapny for you!

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#4 Author of original report

More of the same..........

AUTHOR: Laurent - ()

I restate my prior complaint and support it with the WAP response to my complaint...........the issue with my vehicle was the air compressor which had nothing to do with exhaust or emissions. That must have been another good, paying customer they were holding up.

When their literature states that you can take your car anywhere to have it serviced they know very well that it is a misleading statement that, if used, should also state that they will only pay their "national" rate which is a rate that you cannot find for a Mercedes anywhere.

Today I am still waiting, after 5 hours in terriblle heat and taking up valuable space here at my mechanics business, for their return call. This repair has less than $200 in labor. I asked the woman that answered when I can expect to hear from them as it is very hot here in Tampa and I have no A/C. She would not commit to a response time but told me she will ask that my claim be expedited. I am waiting and I will follow up with an additional report when we do hear from them.

And then there is another claim I did make...........I was traveling in ME and locked my keys in my car. I called WAP and after a considerable time on the phone waiting, the woman said the closest business she could find was an hour away and if that wasn't good enough I could spend up to $65 to get the vehicle opened and she would refund the fee. That is why she couldn't find anyone; most service people cannot put a man and vehicle on the road for $65 to go anywhere or do anything not to mention drive an hour each way. I called AAA (why didn't they call AAA) and I told the young lady my situation. She quickly responded that she could sign me up for a year for "just $63! and send a man right out" After the ordeal and I was back in FL I called to tell the WAP what happened and that I signed up for the annual AAA deal and saved them $2.00. Keep in mind WAP was of NO ASSISTANCE. When I told the WAP clerk what I did she said Oh, we don't pay for things like that! I'm out the $63 but I do have a contract with a reputable company that will respond to my needs.

So now you are up to date with my affairs with WAP and I am still waiting their return call. It will be interesting to see how they handle less than $200 in labor with this repair.....they won't be able to beat the mechanics up for very much this time.

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#5 UPDATE Employee

Complaint Response

AUTHOR: Wanted Auto Protect - ()

Wanted Auto Protect would like to start off by apologizing to our customer by feeling that they have not had the service they feel they deserved.

We would first like to point out that we are not a "back room boiler room operation". We have a large staff of qualified customer service representatives that work very hard to make sure that all of our customers are receiving the best service we can possibly offer.

 

When Wanted Auto Protect first speaks to a potential customer, we always request for them to read our service agreement and make sure there are no surprises which is easily accessed on our site. Upon enrollment, Wanted Auto Protect also provides a hard copy policy which offers a 30 day money back guarantee to make sure the the customer is certain on what exactly they are covered for.

 

Please understand we are NOT an insurance company. Wanted Auto Protect offers vehicle service contracts to customers wanting peace of mind in the event of mechanical or electrical breakdown.

 

We would like to address one point in this complaint; We understand where this customer is coming from, but also would like to provide our side. When an issue occurs with a vehicle, there are often times when estimates are sent for review, and find that facilities often sky rocket part pricing and labor rates/times (especially when they are submitting to the customers providers). In order to prevent these scenerios, we use a very reliable source for part pricing and labor times which is also respected and well known by most repair facilities.

 

Just like any company our there, we try our hardest to satisfy every single one of our customers. We try to maintain as high as a reputation as possible, but unfortunately, there are those that regardless how hard we try, we can not please.

 

Food for thought: The customer that has posted this review had purchased a policy back in September of 2013. Within 3 months the policy holder has had our coverage, Wanted Auto Protect has already authorized close to the policy premium for repair costs. The customer still has an additional four years of coverage and is still a current policy holder of ours. 

 

Again, Wanted Auto Protect would like to apologize to our customer that felt that they have not received the service they deserved, but we try as hard as we can to do so.

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#6 UPDATE Employee

Wanted Auto Protect

AUTHOR: Wanted Auto Protect - ()

Wanted Auto Protect would like to start off by apologizing to our customer by feeling that they have not had the service they feel they deserved.

We would first like to point out that we are not a "back room boiler room operation". We have a large staff of qualified customer service representatives that work very hard to make sure that all of our customers are receiving the best service we can possibly offer.

 

When Wanted Auto Protect first speaks to a potential customer, we always request for them to read our service agreement and make sure there are no surprises which is easily accessed on our site. Upon enrollment, Wanted Auto Protect also provides a hard copy policy which offers a 30 day money back guarantee to make sure the the customer is certain on what exactly they are covered for.

 

Please understand we are NOT an insurance company. Wanted Auto Protect offers vehicle service contracts to customers wanting peace of mind in the event of mechanical or electrical breakdown.

 

We would like to address one point in this complaint; We understand where this customer is coming from, but also would like to provide our side. When an issue occurs with a vehicle, there are often times when estimates are sent for review, and find that facilities often sky rocket part pricing and labor rates/times (especially when they are submitting to the customers providers). In order to prevent these scenerios, we use a very reliable source for part pricing and labor times which is also respected and well known by most repair facilities.

 

Just like any company our there, we try our hardest to satisfy every single one of our customers. We try to maintain as high as a reputation as possible, but unfortunately, there are those that regardless how hard we try, we can not please.

 

Food for thought: The customer that has posted this review had purchased a policy back in September of 2013. Within 3 months the policy holder has had our coverage, Wanted Auto Protect has already authorized repair costs close to the policy premium. The customer still has an additional four years of coverage and is still a current policy holder of ours. 

 

Again, Wanted Auto Protect would like to apologize to our customer that felt that they have not received the service they deserved, but we try as hard as we can to do so.

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