Complaint Review: Genuine Warranty Solutions - North Las Vagas Nevada

  February 1, 2012

 Arizona Attorney General

Consumer Complaints

Attention:  Myrna Pacheco

1275 West Washington

Phoenix, AZ 85007

             Re:  Genuine Warranty Solutions, Inc.

 Dear Myrna,

Thank you for inviting my response.  Your willingness to review this matter is greatly appreciated. 

 My experience with Genuine Warranty Solutions Inc. (GWS) may be summarized as follows:

  12/10/10:  purchased GWS extended warranty with upgrade to include lower $50.00 deductible and warranty of wear and tear to be included, air suspension system, and air bags. 

 Total cost $5,238.00, of which $1,037.00 was for the air suspension system.  (See attached reference letters to Chase Bank for more detail.)

• 30 day waiting period and 1,000 miles before coverage began. 

 B. 12/11/10:  inspection by Midas for GWS.  See invoice #60370 for $97.37.

  2/1/11 (not long after the waiting period ended): car taken to Jaguar Land Rover Austin (JLA) dealership at 1515 West 5^th Street, Austin, Texas 78703, (512) 236-0000. 

1. 1. Chris Mathews, service consultant, reported needed repairs to GWS and me as follows: 

               i.     Air block had failed but, as would be learned later, was still covered under Land Rover Range Rovers’ (RR) warranty.  Range Rover’s warranty covered the air block part.  I asked if GWS would cover the labor.  For GWS to make an issue of a pre-existing air block problem and characterize it as an attempt by me to “scam” them is misleading, at best, and outright dishonest, at worst.

             ii.     AC control module needed to be replaced. 

           iii.     LED screen completely blank and in need of repair.   Radio-dial controls not performing properly and in need of repair/replacement.

 GWS’ attempt to cover the repair consisted of sending a used LED screen with a scratch across the screen and the right rear fin broken off such that only one side would connect. 

1. JLA advised against installation and for return of the broken LED screen, which advice I followed. 
2. GWS contended JLA must have broken the LED screen because it was allegedly in pristine condition when shipped.  This is a fabrication by GWS.  GWS reported to CC Chase that they paid either 340.00 by Jim McNeil word or 439.00 by Wayne M. Craig.  The company that supplied the part might tell the truth about its condition and not side with GWS version of its condition.  Invoice to GWS from Coventry West Inc. gives the amount as 300.00 plus 44.59 shipping for 344.59.  Contact information:  2101 Randall Road, Lithonia, Georgia 30058 800-3312193 or 770-581-0312 Sales person Scott Baker.  The VIN number of the used part is salpv1246TA340556.  On 4-27-11, WC the CEO called me a liar in his report to CC Chase stating the part was never returned and reported to cc that it had been installed.

 CarFax history of the used a/c control module Vehicle: 1996 LAND ROVER RANGE ROVER SE (VIN: SALPV1246TA340556) The used part came off a 1996, 7 year older vehicle.

1. 3/28-11 ANR 3900 Suspension compressor $551.00.  GWS did not provide coverage.

            iv.     Subwoofer part of the sound system needed to be replaced.  Waiting on part

Total invoiced amt: $1,142.67 none of which was covered by GWS.

  6/18/11:  replaced muffler and steering damper (steering part provided by me and not included in this cost).  $117.26 cost born by me, not GWS.  

 7/11:  I purchased out of pocket an air block control unit for >$500.00.  GWS did not provide coverage.

1. 11/14/11:  Body Electrical Control Module (BECM) failed.  The BECM controls virtually every electrical function on the vehicle.   In addition, the right front door latch, starter motor, and relay.  Parts of the front-end suspension were two spindles, and ball joints that needed repair.  The cost of repair for these items was estimated by JLA at $4,145.04.  See invoice #119494. 
   1. GWS categorically refused to cover any of these repairs using the bogus “litigation” excuse (please see the discussion below regarding GWS’ bogus equation of legal representation with “litigation”). 
   2. In effect, GWS unilaterally and illegally suspended it warranty. 

 12/9/11:  replaced door latch, starter, relay, replaced BECM, spindles, ball joints at the cost of, $4,145.04. GWS refused to cover the repairs using the spurious excuse that the warranty was suspended because of “litigation” (see below *). 

 1/17/12:  air block controller and pressure switch installed and A/C control head replaced.  >$500 for labor only for air block controller installation (part previously purchased by me), $210.79 for switch (part), and $225 for labor to install the air block control module, all paid by me.  A/C control module repaired: $599.99 parts, $40.00 labor.  See attached invoice #120828 at 108,310 miles. 

In denying coverage for the air suspension system, GWS relies upon the fact that I had installed air lines to pump up the air bags when in an emergency situation in conjunction with the following GWS warranty contract provision:   

(5.) Stating from GWS contract.

Any alterations which have been made to your vehicle, or you are using or have used on your vehicle in a manner which is not recommended by the manufacturer including the failure of any custom or add-on part. 

The provision states “alterations” or “add-on part” are not covered.  Note, however, the provision does not state the underlying system is not covered, only the alteration or add-on part.  Hence, under the GWS warranty contract language, the air suspension system should have been covered, but not the add-on. 

 Because of its non-coverage, I asked GWS to refund the $1,037.00 extra cost for air suspension system coverage.  Wayne Craig, CEO of GWS, promised the refund but then reneged.   

Because GWS has effectively covered nothing under its warranty, I asked my credit card company, through which the GWS warranty was purchased, to reverse the charges.  I reviewed the materials GWS provided my credit card company.   It was inaccurate, misleading, and inflammatory.   Ultimately, my credit card company determined it did not have enough information to uphold reversal of the charges. 

 When GWS was notified of my request for charge reversal, I received a threating call from the GWS CEO, Wayne M. Craig.  At that juncture, I asked, Ryan Krebs, my attorney, to call GWS and request that all future contact by GWS be through him. 

 *As you may see from its communications, GWS takes the position that involvement of my attorney as a contact person constituted “litigation” and, from there, inexplicably jumps to the conclusion that, because there is “litigation”, GWS is under no obligation to cover anything under its warranty contract, including future repairs.  This is patently absurd.  There has never been any litigation.  They were never served papers nor was a lawsuit filed. To be sure, involvement of an attorney does not constitute litigation and certainly does not negate GWS’ obligation to make good on its warranty contract going forward. 

When my credit card company upheld the charges for the GWS warranty, I proceeded as though I had an intact GWS warranty and attempted to use the warranty for the next repair. 

 My credit card company asked GWS to reinstate the warranty since GWS had been paid, there never had been any litigation, and there was no ostensible or legitimate reason to suspend the warranty.  Shalonda Logwood, Quality Customer Care Specialist with my credit card company, called me to report that GWS not only refused to honor their warranty, but was decidedly unpleasant.  She suggested I sue GWS.  Ms. Logwood with Chase Bank may be reached at 800-475-3360 ext. 6-7591.  You have my permission to speak with her.  My credit card ends in 0693

 GWS’ suggestion that I was scamming them is complete nonsense.  At the outset, I informed GWS about the air block repair around that was repaired on or about April 2010.  That GWS points to the air block, as a reason not to honor its warranty for other repairs is a complete ruse. 

 In effect, the “satisfied response” affidavit proposed by GWS, would give GWS a carte blanche pass on not only past, but incredibly, future conduct as well.  How can anyone possibly claim satisfaction for events that have not yet occurred?  This gives you clear insight into the deranged mindset at GWS.   

 To date, I have paid $11,115.00 for both the extended warranty and repairs out of pocket, all of which should have been covered under the GWS warranty.  This amount does not include some of the items deemed pre-existing and then paid by me.   The only payment GWS has made is for an inspection by Hector Cantu, shipping and a refund for the damaged/unusable LED screen GWS sent to JLA. 

JLA refuses to deal with GWS.  JLA had been willing to make an exception to deal with GSW on my behalf because of my 24 years of being a customer.  I am but one of many customers with GWS extended car warranties with bad faith issues.  For more information please contact Jack Taylor Gold Certified Service Manager Master Guild Member [email protected] 512-236-0000.  He is expecting your contact.

 Ryan Krebs can be reached at, [email protected] or 512-4782072 for legal references.

At this juncture, GWS is unwilling to cover repairs and honor their contract for not only past, but future repairs as well, despite being paid for such.  The “legal hold” on coverage claimed by GWS has no basis in law.  The affidavit prepared by GWS would have me swear to satisfaction with GWS’ future conduct.  My dissatisfaction with GWS’ past conduct gives me no basis to swear to its future conduct.   Even if I had been satisfied with past conduct, I still could not swear to satisfaction with conduct that has not yet occurred.  In effect, GWS wants a get-out-of-jail-free card.  I would like to see you shut down GWS and protect others from its bad faith practices. 

 If there is anything else you need please don’t hesitate to either email or call me with your request.  512-750-3888cell and email [email protected].

 Thank you for your attention to this matter. 

 Sincerely,

Greer Evans

Enclosures:    Midas vehicle history email to rover-renovations.com letters to Chase Bank

Chris Mathews email

AZ BBB business review

GWS aka Gorilla Marketing response to credit card charge back

JLA contact information to follow-up