ComplaintsforUnited States Warranty Corporation

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our RV to ********* ** and ****** *** in Phoenix, AZ on February 12th because the front AC unit was not working and there were issues with the passenger side slide not functioning correctly. *** ****, the owner of PRVM said he tried calling our warranty provider on Feb. 12th and Feb. 13th without any return calls until later in the next month of March. The warranty expired on Feb. 22nd and the company is refusing to cover the repairs due to not having the diagnostic in on time. Upon calling USWC, they said it was possible that the calls were missed due to staffing. Due to the fact that we brought the RV into the shop during the covered period of time for specific issues, the repairs should be covered. The contract number is ******** *nd it is under my parents ****** and ******* ***** because they purchased the RV for my wife and I. It does state that authorization needs to be given prior to the repairs, but the unit was brought into the shop for specific issues prior to the coverage ending and should be covered by the service contract. It is unfair that they are refusing to cover the repairs in the amount of $3,966.74.

  

  Business response

  05/02/2024

  May 2, 2024
  
  
  
  ******* ******* ****** ******** ****** *** ********* ***** ********* ***** ** ***** ***        ******* * ****** ***** *** **** ****** ******** ** *****
  
  Extended Service Contract Application #*******
                  BBB ID# ********
  
  
  Dear ******* *******:
  
  Thank you for forwarding the complaint filed by J**** ******* on or about May 2, 2024. Please see our comments below.
  
  We would first like to explain that the Service Contract that *** * **** ***** purchased is our ***** **** **** ********* coverage. Information on the Plan and coverage can be found on Pages 2-7 of the Service Contract booklet included.
  
  The denial of the claim for the AC and Slide-Out was because the claim was not called in until after their service contract had expired. *** ******* included the Claims Review Board (CRB) response, as have we here. We pulled phone records to ensure we were accurate. All calls are recorded. What we found is:
  
  “We investigated phone calls received on or about February 12-13, 2024 and found no calls from your repair facility. The repair facility called on March 19th but your adjuster was unavailable. Attempts were made to contact your repair facility on March 19th, 21st and again on March 27th. Our adjuster was able to speak with Ray at the repair facility on March 27th, however the contract expired on February 22, 2024.”
  
  Our procedure is outlined on Page 15 of the Service Contract: Claim Procedure: AUTHORIZATION Must Be Obtained From US Before Repair Work Is Commenced. Failure to obtain AUTHORIZATION will result in the denial of YOUR claim.
  We hope this clarifies the questions the complaint noted and clarifies our standing.
  Sincerely,
  
  Claims Review Board

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The RV issues happened prior to the end of the contract and is proven by the fact that it was brought in for these issues on February 12, 2024.  The service contract covers deficiencies that occur while under contract.  This being so, the repairs should still be covered because the issues were brought up and addressed prior to the end of coverage.  I understand that the repairs need to be submitted prior to being approved, but the deficiencies occurred and the vehicle brought in for correction ten days before the end of the service contract and should be covered.  
  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not use this company. It is a fraud. Warranty was denied due to something that happened to the motor before purchasing the boat and warranty. $3605 taken.

  

  Business response

  01/24/2023

  January 24, 2023
  
  
  
  ****** *******
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  
  R**       **** ****** *** ******* ** ******* ** *****
  
  Extended Warranty Application #*******
              BBB ID# ********
  Dear ****** *******:
  
  Thank you for forwarding the complaint filed by **** ****** on or about January 24, 2023. Please see our comments below.
  
  We would first like to explain that the Service Contract that *** ****** purchased is our Eagle (Craft Only) coverage. Information on the Plan and coverage can be found beginning on Page 2 of the Service Contract booklet included herein.
  
  The Customer’s repair facility called in about engine issue and spoke with our adjuster on November 7, 2022. Due to the nature of this claim, an inspection was scheduled. It was found that the thermostat was the root cause of the failure. As this is not a listed part under the ***** ***** Only level of coverage, the claim was denied.
  
  We delved a bit further into this issue, contacting the selling Dealer, The Boat Yard, and found that this boat overheated at 595.1 hours, which may or may not have occurred before *** ****** took possession of the boat. This lead to our conclusion that this issue was most likely a pre-existing condition. Per Page 11 of the Service Contract: Limits of Liability: “#2. This contract does not provide coverage for: b) pre-existing conditions: defined as a condition that can be reasonably assumed to have existed prior to the purchase date of the contract…”
  
  Mr. Dassau has initiated cancellation procedures, which our company has agreed upon and a full refund of the purchase price of said contract in the amount of $3,605.00 will be issued. We are currently awaiting the signed cancellation form from The Boat Yard and will then be cancelling this Service Contract.
  
  We hope this explains our findings and has addressed all issues the complainant raised.
  
  Sincerely,
  
  Claims Review Board

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/6/2020, we purchased a "Eagle Guardian/Towable" RV Warranty through their organization for $1,981. We submitted claims on more than one occassion for issues with the camper to include trim falling off the walls, the fireplace not working, the hot water heater not working, the skylight in the bathroom being poorly installed and cracked thus leaking water into our bathroom, as well as the slides on the camper no longer functioning due to being out of alignment. In ALL of these circumstances, the company denied claims and would not cover the repairs. Due to continued issues with the company, we cancelled our coverage and ultimately had to pay out of pocket for all of the repairs associated. We had to purchase a skylight and repair, and we had to pay $1400 for labor at the RV Dealership to fix the alignment on the slides. The warranty company stated that, because "parts" weren't needed, they wouldn't cover the repair. The company then charged us $75 for cancelling coverage due to them not covering anything even though it states in their policy, ""EAGLE GUARDIAN - The most comprehensive exclusionary coverage available. This PLAN provides coverage for virtually all factory installed or factory approved and dealer installed mechanical, hydraulic, electrical and electronic parts essential to the operation of YOUR VEHICLE". Also, it states, SLIDE OUT ROOMS/MOTORIZED POP-UP/MOTORIZED POP-OUT COMPONENTS (Hydraulic/Electric): Accu-Slide™ drive cables, actuators, control box, control switches, cylinders, electric motor, electric switch, electric switch wiring harness, fittings, gear box, gears, hydraulic lines, printed circuit board, pump, rams, reservoir, rollers, sensors, solenoid valves, topper awning springs, tracks and the gears." I could not find anywhere in the contract that states I would be charged $75 to cancel. I don't feel that being charged $75 to cancel with this history is appropriate. I want my $75 back and a full refund, or they pay $1400 in repairs.

  

  Business response

  12/20/2022

  December 20, 2022
  
  
  
  ****** *******
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  
  RE:       ***** & *********** ******
  ***** ******** *** ******** ******** ** *****
  
  Extended Warranty Application #*******
              BBB ID# ********
  
  
  Dear ****** *******:
  
  Thank you for forwarding the complaint filed by ***** ****** on or about December 16, 2022. Please see our comments below.
  
  We would first like to explain that the Service Contract that Mr. & Mrs. ****** purchased is our Eagle Guardian Towable coverage. Information on the Plan and coverage can be found beginning on Page 7 of the Service Contract booklet included herein and his specific Plan is detailed on Page 9.
  
  The Customer called in about the skylight and slide-out issue and spoke with our Claims Administrator on July 5, 2022. At that time, he was asked if he had a copy of the Service Contract to which he replied he did. The customer was referred to Page 9 of the Service Contract: Plan: Eagle Guardian Towable: “Please Note: Plan: Eagle Guardian does not provide coverage for the following: Functional or non-functional ornamentation (i.e. trim, molding), cosmetic appearance items (i.e. bright metal, diamond cut metal, chrome, and/or premium polish finishes/coatings), video gaming systems, carpet, fabric, glass, wood, synthetics or composites, walls, ceilings, heated floors, floors, support structures, frames, roofs, skylights, doors, windows, the interior/exterior of any cabinet/storage compartment/cavity or any parts related to the above listed components.”
  
  Coverage of only failed parts/mechanical failures was explained to the customer at that time. It was also explained that although the slide-out is a listed part for coverage, we would need a diagnosis as to the cause of failure. We did not hear back from anyone on this until November 8, 2022 when Sam from Windish RV called with a diagnosis. It was stated that the slide-out was 1/8” out of tolerance. Replacement of rivets and shimming to repair would be required.
  
  Please refer to Page 13 of the Service Contract: Exclusions: We do not cover any part, event, condition, or failure caused by, related to, or resulting in or from: “c) attaching devices including but not limited to: adhesives, bolts, fasteners, latches, stripped threads, welds and solder…” As there were no failed parts, this claim was denied.
  
  Regarding the reimbursement of the $75.00 cancellation fee, discussed with the customer on November 8, 2022, please refer to Page 15 of the Service Contract: Cancellation: “If this Contract is cancelled within sixty (60) days of the Application date, We will refund 100% of the amount paid for the Contract less any repair cost paid or payable by us. After sixty (60) days the refund amount shall be based on the full amount you paid for the Plan, less a pro-rata adjustment for time or mileage used, whichever is greater, less any repair costs paid or payable by us, and a $75.00 processing fee…”
  
  We hope this explains our findings and has addressed all issues the complainant raised.
  Sincerely,
  
  Claims Review Board

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  While I certainly understand the viewpoint of the organization, I am disappointed and do not agree with the assessment.  While yes, the slidout was out of alignment and the repair tech has to replace rivets and shim, that is becuase the MOTOR caused the misalignment which needs to now be fixed by the repair tech.  The RIVET did not cause the issue.  The MOTOR did!!.  Due to the labor associated with the extensive repair this requries, it was $1400 out of pocket for us.  

  The skylight was poorly installed which caused it to crack and therefore leak water into the entire bathroom.

  I quite understand that an organization would not want to refund the $75 cancellation fee for someone who just changed their mind.  But this case is a bit different.  We had several legitamate issues with this camper and thought we had piece of mind with this organization's warranty due to the claim of it being the most comprehensive plan available.  But every time we want to use it, there seems to be symantics and therefore failure to cover anything.  So, due to our dissatisfaction with or valid and legitamate claims, and due to the extensive amount of out of pocket expenses we had to endure, to cover our expenses of repairs, and to no longer be frustrated with the organization finding a way to deny every claim, we made the decision to cancel the coverage and use the refund for the expenses.  We paid $1981 for this coverage, and received a refund of $1175.  So, we paid this organization $806 to do nothing other than deny claims.  the least they could do is refund the $75 for the cancellation fee to maintain positive customer relations and salvage their reputation.

  I would like the organization to reconsider their stance on the slides and the $75 cancellation fee.

  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last occurrence 6/28/22. I bought a camp trailer and purchased the extended warranty. I have had this trailer in the shop several times. The last time was it would not hold a charge on the battery, the service shop thought it was the inverter and changed it and put in a new battery. When I went to pick it up the new battery was dead. They had to keep it longer and found out it was the breakaway box. When it was installed the wires were pinched and melted a hole in the box so it had been draining the battery. The warranty company approved the new part but refused to pay for the battery that cost me $230.00 installed. I picked up the tailor and was on vacation when the breaks started screaming. I had to immediately take it in. I was told all of the break pads are worn off. They (*** ******) said it happened because of the pinched wire on the breakaway box. The situation was very scary to me and yes I was in a panic. So *** ****** was able to put on new break pads. They also told me it had gotten so hot that I will have to replace my rotors soon. I contacted United States Warranty and they will not cover the break pads because I had not called them first. I travel alone and was very stressed and scared about the situation. They also will not cover the battery replacement and they did know about that while the service department was still working on it, rotary's or the battery. I don't know if they will replace the rotors as I have not taken it in for that yet. My contract # with United States Warranty is *******, the authorized # that was issued to Lebanon RV service was 88195. I paid $100.00 deductible, $230.00 for the battery, and $346.99 for the break pads. Thank you for your time

  

  Business response

  07/13/2022

  July 12, 2022
  
  ******* *******
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  
  
  
  RE:         ******* ********                 **** **** ****** ***** **                 ****** ** *****
  
  Extended Warranty Application #*******
                  BBB ID# ********
  
  
  
  Dear ******* ********
  
  Thank you for forwarding the rejection of our response by Therisa Henthorn on or about July 7, 2022. Please see our comments below.
  
  We hold fast to the fact that the contract and coverage has been administered correctly on both claims regarding the Breakaway switch, converter, battery, and brake repairs.
  On June 13, 2022, we received a call from ******* *** *** requesting we cover a converter (not an inverter as *** ******** stated in her complaint) and we promptly approved this claim. On June 20, the repair shop called back asking us to cover batteries and they were denied because batteries can only be covered under the “consequential damage,” option, which *** ******** did not purchase. Please refer to Page 9 of the Service Contract (attached): ***** ******* ******** **** Consequential Damage: “coverage for the following PARTS if damaged due to an Authorized Breakdown: batteries, belts, brake pads, brake shoes, brake drums, brake rotors, exhaust and emission systems, filters, fuses, glass lenses, hoses, light bulbs, safety restraint systems, sealed beams, shock absorbers, solar panels, spark plugs, spark plug wires, intelligent cruise control systems and wiper blades. (Not included in Plan: Eagle Plus or Plan: Eagle Guardian, unless this option is purchased.)”  We have also attached the registration page, which shows the specific options *** ******** purchased.
  
  On June 22, the repair shop called again asking that we cover the breakaway switch. We promptly covered this part and added it to the existing claim. At no time did ******* ** mention wiring as the root cause of the problems nor did they ask us to cover it. We received the invoice for this claim on June 27,2022 but it was less than the amount authorized. We discovered the converter had not been billed and we assumed it was removed from the invoice because it did not solve the concern. We paid the exact amount shown on the invoice less the $100.00 deductible. The total amount authorized and paid to ******* *** *** for this claim is $217.10.
  
  The second claim was reported July 6, 2022 when *** ******** asked us to cover the brake parts. During this call she revealed the repairs had already been completed. All repairs require prior approval as per the terms of the service contract, please refer to Page 11 of the Service Contract:  Claim Procedure: “Authorization Must Be Obtained From Us Before Repair Work Is Commenced. Failure to obtain Authorization will result in the denial of Your claim.” Additionally, she mentions in her letter that the brake pads have been replaced and the brake rotors need to be replaced. We do not cover brake pads or brake rotors unless the “consequential damage” option was purchased.
  
  We hope this clarifies any questions the complainant raised.
  
  
  Sincerely,
  Claims Review Board

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