Complaint Review: Us Fidelis tier One Warranty

I like many others who saw NASCAR Great Rusty Wallace advertising for USFidelis bought one of their warranty's because of Rusty's reputation and what seemed to be a reasonable cost for peace-of-mind. Well all my mind is experiencing now is pain and anger over being denied for a rightful claim for service.

On Tuesday evening I was driving home from work. Heard a loud screaching noise and then felt a thump and then my right front tire hit something. The battery light came on, then the check engine light, and then my thermostat pegged out. The car became hard to steer, but I made it home, which was only a mile or so from where the problem ocurred. I had the car towed to my local repair facility in Sterling VA. Once at the repair facility an inspection was done, and the preliminary diagnosis was that the pully had come off the water pump (which is a covered component). This as I said was a preliminary diagnosis by the repair facility. The repair facility called USFidelis (USF) and supposedly spoke to one of their "Mater Mechanics". The repair facility discussed their preliminary findings based on what they was wrong. USF immediately denied that claim based on the fact that the pully was what fell off, but what the repair facility did not realize was that there was another part that the pully attaches to, and that was also missing. There was a two day lead time on the Water Pump, so they did not know what else was missing until they received the new water pump which I asked them to order from Ford just in case. The repair facility indicated that they then called USF back, and that they were going to send out an inspector to verify the findings since something else was determined to be missing from the water pump. The claim remained denied at this point. I then contacted USF myself and spoke with a very rude female customer service person. Once she identified who I was, she immediately began to tell me that the repair facility did not properly report the problem and that's why the claim was denied. I explained to the preson that they didn't know exactly what was wrong and that the first call was a preliminary call to verify the coverage, etc. Apparently the "Master Mechanic" didn't agree with the assessment and therefore denied the claim. The customer service person then told me that they were not going to send out an inspector because the claim had already been denied. I was so aggrivated at this point I asked to speak to her supervisor. According to USF contract information they are supposed to assist in determining what the problem is by requiring either further tear down of the affected part(s) and or have an inspector come out to determine the problem. None of which they are doing. They don't want to hear anything about the fact that a necessary part of the water pump which is missing or required to reattach the pully fell off with the pully. My recommendation is that if you have this warranty, make darn sure that your repair facility has all the information necessary to assure that the claim is approved before calling. These guys will turn your words and make sure that they don't have to pay the claim. RUSTY WALLACE, YOU "SHOULD" BE ASHAMED OF YOURSELF FOR REPRESENTING PEOPLE LIKE THIS. With all the money we're sinking into this warranty, and how good they're supposed to be, they continue to rip people off.  - Keith G.