First Extended Service Corporation (Portfolio) deceptive company Dallas Texas

I have an extended warranty with this company. My car had to have several repairs at my dealer that were covered under the warranty. This company has agreed to pay for the parts, but they refuse to pay for all of the labor.

Every car repair shop and warranty company have a book that tell them how much they should charge for labor. My dealer uses a book that says labor for this particular repair should be 11.5 hours. First Extended uses a book that says labor should only be 7.3 hours, so they are not going to pay for $320 of my repair.

My contract states that I MUST take my car to the selling dealer. Yet my selling dealer uses a book that the warranty company won't honor. If I have to take my car to the selling dealer, then how can I comparison shop for a garage that uses this book?

My contract also states, "...the Selling Dealer will make necessary repairs to the components in the specific coverage selected, without additional charge to you."

I was on the phone with this company for almost an hour today, and I talked to a claims adjustor, a Sr. claims adjustor and a manager. I asked all three of them where in the contract does it state that my dealer has to go by this book, but none of them could answer my question. I also asked why they are not paying for all of the labor, even though the contract states there will be no additional charge to me. I was informed, by the manager, that it does not matter what the contract states if the dealer isn't using the same book.

Is this even legal? I thought a contract was a set agreement that had to be followed...period.

This particular manager wouldn't even let me speak with her manager. She claimed there was no one over her. I asked her then if she was the CEO of the company. She said no, so I asked who that was, yet she refused to help me. ZERO customer service.

I felt like I was going crazy until I got on this website and found another report that was almost identical to mine. I knew I couldn't have been the only one that this has happened to. Something needs to be done about this!

Amy
Kansas City, Missouri