Patrick
Flower Mound,#2Author of original report
Tue, December 21, 2004
DON'T YOU DARE CLAIM THAT YOU RE-EXAMINED MY CLAIM TO ASSURE THAT IT WAS PROPERLY ADJUDICATED ACCORDING TO THE SERVICE CONTRACT VERBIAGE AND STATE REGULATIONS. ALSO, WHERE DO YOU GET OFF PUTTING IN THE LINE ABOUT NOT BEING ABLE TO DO ANYTHING UNLESS THE CUSTOMER CONTACTS YOU DIRECTLY, AS IF I NEVER MADE THOSE 2 DOZEN PHONE CALLS TO YOU, AND WAS REPEATEDLY HUNG UP ON BY YOUR "fully staffed and trained customer service department dedicated exclusively to researching and answering customer questions." Does Candice, who hung up on me several times when I called with questions qualify as being trained and dedicated to answering customer questions? Apparently she must, since as I understand it, she is one of the Customer Service Managers. To claim that you are fully dedicated to researching claims issues couldn't be further from the truth. When I asked to see a copy of the report by the "independent" inspector, I was flatly told that I could not and it would never be allowed since the report was the private property of Heritage. And besides, Chad (the CSR who I spoke with) told me, its an open and shut case from Heritage's perspective based of the photos included in the report, so why would I want to see it anyway? I finally was able to speak to his manager, who initially gave me the same song and dance about the report being private property. I protested that if they were going to deny the claim based on this report, I at least wanted to see it. Finally, the manager relented a bit, and claimed that the only way I would be allowed to see the report was if my attorney requested it. I complied and immediately phoned my attorney and had him try to get the report. He left 6 messages with the legal department at Heritage during the course of the next week. ALL OF THEM WENT UNANSWERED!!!!! Our persistence finally paid off and we got our hands on the report, and as I stated in my earlier post, it showed no photos of them using a straight-edge on the head to prove that it wasn't warped, which supported the shop's claim that the inspector never even had a straight-edge with him. When I informed the legal department of such, and asked where this photo was that they claimed they had, they refused to answer. I responded by stating that I trusted that they would now cover the repair since the reason they claimed that wouldn't was proven false. The para-legal put me in touch with Bill (who allegedly was an "expert" in auto repair warranty issues) to further discuss matters. Not surprisingly, when I spoke with Bill, Heritage's reason for the denying the claim changed from the head not being warped (as proved by the alleged straight-edge photo) to saying that the straight-edge test did matter anymore and they knew that the repair was denied without that. When I stated that clearly the inspector thought it mattered, since he lied about doing it and included it in his report, Bill insisted that the straight-edge test suddenly had no significance with their denying the claim. He provided NO further information as to why the claim would be denied if we didn't consider the alleged straight-edge test. To you at Heritage Warranty Insurance, you were fully aware of this problem, since I called MULTIPLE times. You didn't research anything to re-examine it, rather, your way of dealing with it was either to ingnore my calls, or hang up on me.
Heritage
Lincoln,#3UPDATE Employee
Wed, November 10, 2004
As readers are aware, the truth is the absolute defense to any claim. Heritage Warranty Insurance, RRG would further explain specific facts of a situation, but doing so raises certain privacy issues. Heritage can only respond directly to customers and cannot discuss personal account or claim information with third parties. This is important for readers to understand since they will only have the opportunity to hear part of the story. Heritage readily addresses customer concerns. We have a fully staffed and trained customer service department dedicated exclusively to researching and answering customer questions, as well as, a claims department responsible for adjudicating claims according to the service contracts. Heritage further protects its customers by utilizing independent inspection companies throughout the United States to verify the vehicle failure(s). In the event a customer disputes a claim, Heritage fully explains the claim and/or re-examines it to assure it was properly adjudicated according to the service contract verbiage and state regulations. It is important for a customer to contact us directly with their questions, as we cannot address what a customer fails to bring to our attention.
Steve
Tampa,#4Consumer Suggestion
Mon, January 26, 2004
You're not going to like what I'm about to say. Heritage is within its contractual rights to decline your claim for several reasons. 1. You did not go into the service department for a intake gasket complaint. 2. The service department used the leaking Head to "up sell you" and to defraud any service contract company including yourself. The service department you went to in my opinion is obligated to fix your vehicle for free in fact, you should make a copy of this, show it to them then, ask for a explanation as to their actions! AS for Heritage's actions I would say they also acted in bad faith all around if your story is accurate. To help with the claim payment cancel the Heritage policy if you did not finance it you may get the monies to help off set the out of pocket expense. Or file in Small claims court against both the service department and Heritage "let the judge decide"!