- Report: #120354
Report - Rebuttal - Arbitrate
Complaint Review: Warrantybynet.com
Warrantybynet.com93 Mantoloking Road Brick, New Jersey U.S.A.
Warrantybynet.com Ripoff false advertising they do not honor their commitment Brick Internet
*UPDATE EX-employee responds: Not worth the paper written on.. They pay us $10 an hour to prey on un suspecting consumers.
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I want to express my sincere disappointment with your warranty service it has been nothing but a hassle and extreme inconvenience.
The first mistake was when I selected and suggested that my girlfriend purchase a Premier Advantage Series warranty from Warrantybynet in April 2001. Your following marketing quote was extremely mis-leading to the point of being false advertising:
Our company's philosophy is "The Consumer Always Comes First". Our presence in the market is directly attributable to customer satisfaction and the ability to meet consumers' needs. Our programs are extremely comprehensive, as well as affordable. As a result we have been recommended by thousands of companies.
My last two experiences with your company have strongly suggested the opposite of the consumer comes firstunless you consider your company the consumer and us the customer.
The first experience was when a starter went out in the car. I feel that I did due diligence in helping to reduce the cost of the claim to your company by paying for the car to be towed (without reimbursement) from my girlfriend's place of work to the nearest Firestone dealer. I had it towed to the Firestone dealer after calling at least 10 different shops to check on the price of changing out the starter and picked Firestone because they were the most reasonable. When the Firestone shop called into your warranty adjuster (American Guardian) for approval of the work, they would not approve the dollar amount requested by Firestone. I then called the adjuster myself and they explained that they found a cheaper starter on the Web and that price was all that they would pay. After I hung up, I called the 6 other auto stores and no one could even come close the to price that the adjuster found on the web.
When I called the adjuster back and explained that there was not a less expensive option in the state of New Mexico, he replied that it was available on the web, so that was all that he would fund. I think that this was extremely unreasonablehe basically implied that the repair shop should order the starter on the web, and then return the core through the mail to meet the web price. What shop would want to go through all that trouble? This of course would have taken a couple of days with my girlfriend being without a car, but the adjuster would not provide a rental car per contract because the actual work would only take a couple of hours! I ended up paying for the car to be towed (again!) to Pepboys, and with a 10% military discount, your warranty almost covered the cost (minus the 2 towing charges and 3 wasted days). How ludicrous!
I even went to the point to talking to the adjuster's boss's boss and explained what I thought about their customer service and basically he replied by telling me that American Guardian didn't sell me the warranty Warrantybynet did and that they were just servicing the warranty. When I called Warrantybynet customer service, they told me that they don't' use that same service adjuster anymore and would not take any responsibility for selling me the warranty!
The second experience took place a couple of weeks ago when the car's auto-climate control went out. I brought the car to the local GM dealer this time and of course Warrantybynet would not pay for troubleshooting hours required to complete the job. Warrantybynet would only pay for hour of troubleshooting when the dealer's books show at least 1.5 hours. When I called and talked to the adjuster (again!) he stated that that hour was all their book shows and that the dealer always inflates the labor time. In order to troubleshoot the problem, the dealer had to take the entire dash apart to get to the components! I would like to see any of you do that in hour or less! I also asked the adjuster to recommend a service facility where he thinks that they don't inflate prices and guess what he told me? Firestone! If you read the above paragraph, you would know how ridiculous this sounded to me! We ended up having to pay the additional hour of labor since the adjuster would not budge!
The warranty is under my girlfriend's name, XXXXXXXX policy number: AGP-XXXXX.
I will be filing a complaint with the BBB online expressing what I've written above.
I am currently in the market, looking for extended warranties on two of my vehicles and have several friends, including my two brothers, waiting on my decision so that they can purchase theirs since they know that I usually have good consumer and buying skills. Guess where we won't be going? I sure hope that in the future, you learn a better way to run your business than frauding the customer.
Rio Rancho, New Mexico
This report was posted on Ripoff Report on 11/29/2004 05:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Warrantybynetcom/Brick-New-Jersey-08723/Warrantybynetcom-Ripoff-false-advertising-they-do-not-honor-their-commitment-Brick-Intern-120354. 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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