Ultimate Warranty Company ,Ultimate Warranty is not taking care of their customers! Rocky River Ohio

I have a contract with Ultimate Warranty that was purchased 4 years ago. I have never had to use the warranty, but it covers my truck for 10 years/100,000 miles and has no deductible. My 4 wheel drive stopped working and I took the truck to a repair shop that has worked with Ultimate before. The mechanic diagnosed the problem as a broken front shifting fork? He called Ultimate over and over, spending about 4 hours total on hold, never reaching a human being. He called me and told me he could not afford to spend anymore time on hold and I would need contact them.

I finally (42 mins hold) got ahold of "Pedro" who claimed to be the claims manager, he argued with me about why a customer would be calling the claims number, but finally agreed to allow a 3 way call.

In the call he argued with the shop about payment and said there was a $50 deductible and payment would be customer reimbursment only. The shop owner dealt with Ultimate last year and receieved prompt payment from them directly. Pedro then tried to get the shop owner to say that the part was broken due to misuse and he said an inspector would be out examine the truck. Pedro further said that if the part was not broken then I would be responsible for the labor to diagnose. The diagnosis requires the front differential be removed, 6 hours of labor.

I feel that I am being defrauded due to the deductible and the refusal to pay the shop directly. The cusotmer care is the worst I have experienced.

Tom
sparks, Nevada
U.S.A.