- Report: #66508
Complaint Review: Platinum Warranty Corporation - Cleveland Ohio
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Platinum Warranty Corporation
12600 Rockside Road Ste #230 Cleveland, 44125 Ohio, U.S.A.
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800-692-5397
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Platinum Warranty ripoff DISGRUNTLE ANGRY CUSTOMER SERVICE, WON'T REIMBURSE REPAIRS, NEVER HAS A STRAIGHT ANSWER! Id rather lose my virginity in a mens prison then deal with these people again. Cleveland Ohio
*Author of original report: There is no end to this misery
*Consumer Suggestion: The service advisor's is either ignorant or should be flipping burgers
*Consumer Comment: he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
*Consumer Comment: he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
*Consumer Comment: he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
*Consumer Comment: he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
*Consumer Suggestion: strong indication of what a scam artist/employee quota system that goes on in the Platinum
Standard rip-off story here. I purchased this warranty online, pretty normal price, opted for the zero dollar deductible for 100,000 miles. Pretty good for $1350 right? BUYERS BEWARE!
Enter Platinum Warranty Corp. Suspecting this would be the end of the need for a warranty (Murphys Law), I give the 1997 Blazer over to my wife who puts 5000 miles on it, riding happy with supposed protection under Platinum Warranty Corp.
The first thing to go is the alternator. We tow it to a shop, have them do the work and they handle the details with Platinum. Now this was back when Platinum would call the shop with a credit card and pay; no longer happening in California because of fraud and theft issues. But, no problems, except the usual, we have to pay for belts hoses, fluids, etc. But thats ok; the repairs totaled about $446.00. They paid $371.00. (Keep track of my total cost for warranty here; there is logic to the madness)
Enter the new problem. Another 5000 or so miles later, I am fed up with poor A/C output, a suspected water leak, and poor engine starting. I maintain my vehicles exquisitely, no missed tire rotations, oil changes, or any other minor maintenance. Its a hobby, and something I take pride in. I take it to the dealership because I want it fixed by people who dont have to search for the problem. The dealership may cost more, but in the long run, they dont have to waste time searching for the issues or locating parts. So you actually break even (my 2 cents).
Anyhow, they find that the A/C pump is shot and causing the water leak from the intake manifold ($850 with installation, gaskets, hoses, Freon, parts). As they are working on my vehicle, the fuel pump goes out!
Now in lies the problem. Platinum Warranty Corp clearly covers the fuel pump. However, the dealership finds that although the fuel pump is not working, it is the fuel pump modulator that has caused the problem. Keep in mind the modulator is inside of the fuel pump!
Solution? Dealership recommends replacing the fuel pump. Platinums solution: tell the customer it is the modulator and that the modulator isnt covered. Replace the modulator, by taking out the fuel pump, dissecting it, replacing the modulator, and putting it back in the fuel pump. Fuel pump and installation: $200. Fuel pump removal, dissection, installation of modulator: $700.00 that I HAVE TO PAY.
Talk about slipping out the back door, what a shady thing to do!
I sat there with the Service Manager while he was on the phone explaining that the modulator and the fuel pump were one and the same. He said that dissecting the fuel pump to replace the modulator is like ripping the tread off a tire and replacing it, its just a waste of time and an expensive way to replace a tire! It is cheaper and easier to just replace the fuel pump, BUT, then Platinum would have to pay for that too!
Now heres the kicker. Platinum only authorized $705.00 for the A/C repair, stating that hoses, Freon, etc were my problem; fine, I knew that. But isnt it ironic that they ordered the dealership not to replace the fuel pump because (as it cost me) that would cost them additional $700?
With honest fuel pump replacement and A/C repair: $1405
After refusing the fuel pump replacement: $705.00
Previous alternator repair: $371
Total Platinum investment at this point: $1076.00.
Gee, they stopped just shy of what I actually paid for my warranty! Could that be an underlying company bylaw? Could that be a standard by Platinum Warranty? Perhaps an employee quota? Maybe there are bonuses given on how long you can blow off an angry customer? They will not authorize a repair beyond what I paid for my warranty. Why have a warranty then?
Now, since the very day I heard that conversation, I have been endlessly calling Platinum to no avail. I went ahead and forked over $1600.00 for all the repairs hoping Platinum would be honest and cut me a check for the whole thing, if not, at least the $705.00 they have authorized in writing.
When they were answering the phones 4 months ago, the first thing they told me was I had no idea what I was talking about because the fuel-pump modulator was part of the gas gauge! (SAY WHAT?) The very rude Claims Rep said it was a part of the dash board and I had no grounds to demand anything! Then I began sending request letters for at least the $705.00 they authorized and kept begging that they research the modulator because it is indeed part of the fuel pump. I sent them certified letters and have the proof.
Guess what I got in return? Nothing and I mean nothing at all! I finally got a hold of another extremely bitter-rude Claims Rep on August 5th after leaving numerous messages on their you are the 3rd customer in line, please leave a message obviously unchecked answering machine. He says oh we never got the closed work order from you or the shop.
OH MY GOD! So the hundreds of messages, numerous letters, and my caller ID showing on your system every single day never sparked anyone to say hey whats this guy want, whats all the fuss about? Talk about scam artists! Were they hoping I would give up and forget? Were they hoping to stall forever? I suspect they were hoping I would take the vehicle over 100,000 miles and then they could cancel my contract. Guess what folks? Its at 81,000 and staying that way until I get full reimbursement.
Lets recap:
Platinum says they will reimburse authorized work if authorized by them:
So far, its been almost 4 months and I have seen no reimbursement for even the work that was authorized.
Platinum says they cover the parts listed on their contract:
I have failed to find the small print that says they can authorize the dissection and replacement of internal parts at customer expense, rather then pay for the complete item as stated by Platinum.
Platinum boasts customer service and their CEO states Were not afraid to try different things (http://www.platinumwarrantycorp.com/usedcarnews.pdf)
Boy, he said a mouthful; this is the first time I have been screwed over with something like this. Maybe Mr. Hodel isnt appraised of what a scam his people perpetuating. Next time he drives his Mercedes to the tire shop I hope they simply cut off his tread and say it will cost ten times as much to replace just the tread, and oh by the way your warranty doesnt cover that.
Platinum has screwed over other people with their inability to respond or address customers issues as well. See here:
http://www.consumeraffairs.org/auto_warranty/platinum.html
Anything else I missed? Perhaps that not one time, even in the original sale of this warranty have I ever experienced a pleasurable conversation with anyone from Platinum Warranty. I mean absolutely never, and I have called this company at least 100 times. These people are bitter angry people who think we go out and break our cars just to take advantage of their generous service. Generous? Please. Id rather lose my virginity in a mens prison then deal with you people again.
Victor
Vacaville, California
U.S.A.
Enter Platinum Warranty Corp. Suspecting this would be the end of the need for a warranty (Murphys Law), I give the 1997 Blazer over to my wife who puts 5000 miles on it, riding happy with supposed protection under Platinum Warranty Corp.
The first thing to go is the alternator. We tow it to a shop, have them do the work and they handle the details with Platinum. Now this was back when Platinum would call the shop with a credit card and pay; no longer happening in California because of fraud and theft issues. But, no problems, except the usual, we have to pay for belts hoses, fluids, etc. But thats ok; the repairs totaled about $446.00. They paid $371.00. (Keep track of my total cost for warranty here; there is logic to the madness)
Enter the new problem. Another 5000 or so miles later, I am fed up with poor A/C output, a suspected water leak, and poor engine starting. I maintain my vehicles exquisitely, no missed tire rotations, oil changes, or any other minor maintenance. Its a hobby, and something I take pride in. I take it to the dealership because I want it fixed by people who dont have to search for the problem. The dealership may cost more, but in the long run, they dont have to waste time searching for the issues or locating parts. So you actually break even (my 2 cents).
Anyhow, they find that the A/C pump is shot and causing the water leak from the intake manifold ($850 with installation, gaskets, hoses, Freon, parts). As they are working on my vehicle, the fuel pump goes out!
Now in lies the problem. Platinum Warranty Corp clearly covers the fuel pump. However, the dealership finds that although the fuel pump is not working, it is the fuel pump modulator that has caused the problem. Keep in mind the modulator is inside of the fuel pump!
Solution? Dealership recommends replacing the fuel pump. Platinums solution: tell the customer it is the modulator and that the modulator isnt covered. Replace the modulator, by taking out the fuel pump, dissecting it, replacing the modulator, and putting it back in the fuel pump. Fuel pump and installation: $200. Fuel pump removal, dissection, installation of modulator: $700.00 that I HAVE TO PAY.
Talk about slipping out the back door, what a shady thing to do!
I sat there with the Service Manager while he was on the phone explaining that the modulator and the fuel pump were one and the same. He said that dissecting the fuel pump to replace the modulator is like ripping the tread off a tire and replacing it, its just a waste of time and an expensive way to replace a tire! It is cheaper and easier to just replace the fuel pump, BUT, then Platinum would have to pay for that too!
Now heres the kicker. Platinum only authorized $705.00 for the A/C repair, stating that hoses, Freon, etc were my problem; fine, I knew that. But isnt it ironic that they ordered the dealership not to replace the fuel pump because (as it cost me) that would cost them additional $700?
With honest fuel pump replacement and A/C repair: $1405
After refusing the fuel pump replacement: $705.00
Previous alternator repair: $371
Total Platinum investment at this point: $1076.00.
Gee, they stopped just shy of what I actually paid for my warranty! Could that be an underlying company bylaw? Could that be a standard by Platinum Warranty? Perhaps an employee quota? Maybe there are bonuses given on how long you can blow off an angry customer? They will not authorize a repair beyond what I paid for my warranty. Why have a warranty then?
Now, since the very day I heard that conversation, I have been endlessly calling Platinum to no avail. I went ahead and forked over $1600.00 for all the repairs hoping Platinum would be honest and cut me a check for the whole thing, if not, at least the $705.00 they have authorized in writing.
When they were answering the phones 4 months ago, the first thing they told me was I had no idea what I was talking about because the fuel-pump modulator was part of the gas gauge! (SAY WHAT?) The very rude Claims Rep said it was a part of the dash board and I had no grounds to demand anything! Then I began sending request letters for at least the $705.00 they authorized and kept begging that they research the modulator because it is indeed part of the fuel pump. I sent them certified letters and have the proof.
Guess what I got in return? Nothing and I mean nothing at all! I finally got a hold of another extremely bitter-rude Claims Rep on August 5th after leaving numerous messages on their you are the 3rd customer in line, please leave a message obviously unchecked answering machine. He says oh we never got the closed work order from you or the shop.
OH MY GOD! So the hundreds of messages, numerous letters, and my caller ID showing on your system every single day never sparked anyone to say hey whats this guy want, whats all the fuss about? Talk about scam artists! Were they hoping I would give up and forget? Were they hoping to stall forever? I suspect they were hoping I would take the vehicle over 100,000 miles and then they could cancel my contract. Guess what folks? Its at 81,000 and staying that way until I get full reimbursement.
Lets recap:
Platinum says they will reimburse authorized work if authorized by them:
So far, its been almost 4 months and I have seen no reimbursement for even the work that was authorized.
Platinum says they cover the parts listed on their contract:
I have failed to find the small print that says they can authorize the dissection and replacement of internal parts at customer expense, rather then pay for the complete item as stated by Platinum.
Platinum boasts customer service and their CEO states Were not afraid to try different things (http://www.platinumwarrantycorp.com/usedcarnews.pdf)
Boy, he said a mouthful; this is the first time I have been screwed over with something like this. Maybe Mr. Hodel isnt appraised of what a scam his people perpetuating. Next time he drives his Mercedes to the tire shop I hope they simply cut off his tread and say it will cost ten times as much to replace just the tread, and oh by the way your warranty doesnt cover that.
Platinum has screwed over other people with their inability to respond or address customers issues as well. See here:
http://www.consumeraffairs.org/auto_warranty/platinum.html
Anything else I missed? Perhaps that not one time, even in the original sale of this warranty have I ever experienced a pleasurable conversation with anyone from Platinum Warranty. I mean absolutely never, and I have called this company at least 100 times. These people are bitter angry people who think we go out and break our cars just to take advantage of their generous service. Generous? Please. Id rather lose my virginity in a mens prison then deal with you people again.
Victor
Vacaville, California
U.S.A.
7 Updates & Rebuttals
Victor
Vacaville,California,
U.S.A.
strong indication of what a scam artist/employee quota system that goes on in the Platinum
#2Consumer Suggestion
Sun, January 11, 2004
I've been there, and I know what you are talking about when you discussed up-sales. However, I personally witnessed this one. The dealership had me come down and see the problem. My vehicle definitely had a bad fuel pump. Not to mention, I trust the dealership more then I trust anyone with my car. They are so busy doing warranty work, I wouldn't even suspect price gouging.for what? A couple bucks? If Platinum wanted a second opinion, they should have sent out a mechanic to try and start the thing. This time it was obvious what the problem was. I guess Platinum would prefer I had it towed home, then towed back to the shop. Regardless of their policy, it's the way the employees act in the matter that frustrates the customers. Their first reaction was for me to fax them all the maintenance documents I had on the vehicle. Wuup's... I have every single oil change, tire rotation, 40,50,60, 70, & 80K check-up, everything. Heck I even know when I change my air fresheners! My point is the way the company goes about trying to get out of paying is just a strong indication of what a scam artist/employee quota system that goes on in the Platinum Warranty Corporation as they call themselves. There is absolutely no doubt in my mind that they are simply paid to do everything they can to keep from paying on claims. Feeding them the excuse well it wasn't your first complaintthen why didn't Platinum at least call me and say hey, do you think that maybe they would have broken it on purpose? Oh that's right, Platinum doesn't make phone calls, and for that matter answer any.
Kenneth
Newtown,Pennsylvania,
U.S.A.
he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
#3Consumer Comment
Thu, January 08, 2004
I am in the process of trying to get payment from authorized work over 6 months ago. I have left numerous messages on the CEO's voice line about 20 times so far telling him of the problems. Evidently, he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself. I have also left messages with the Account payable department directly. The customer service department people won't connect you to the A/P department, but it is extension 3020. Even though they don't return my calls either, I leave a message for them just about every day. Also, the Customer Service Manager, Eric, is at extension 3014. He only returned my first call to him in the beginning of November 2003. Since then, he is ignoring my calls I guess. About a month ago, they told me the check was in the mail and would take 7 to 10 business days. 24 days later, the mechanic still does not have it. They will put a tracer on it ! That will surely make my mechanic happy. A promise from a company that doesn't keep any promises. (I am going to file a complaint with the Ohio Attorney Generals office this week.)
Kenneth
Newtown,Pennsylvania,
U.S.A.
he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
#4Consumer Comment
Thu, January 08, 2004
I am in the process of trying to get payment from authorized work over 6 months ago. I have left numerous messages on the CEO's voice line about 20 times so far telling him of the problems. Evidently, he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself. I have also left messages with the Account payable department directly. The customer service department people won't connect you to the A/P department, but it is extension 3020. Even though they don't return my calls either, I leave a message for them just about every day. Also, the Customer Service Manager, Eric, is at extension 3014. He only returned my first call to him in the beginning of November 2003. Since then, he is ignoring my calls I guess. About a month ago, they told me the check was in the mail and would take 7 to 10 business days. 24 days later, the mechanic still does not have it. They will put a tracer on it ! That will surely make my mechanic happy. A promise from a company that doesn't keep any promises. (I am going to file a complaint with the Ohio Attorney Generals office this week.)
Kenneth
Newtown,Pennsylvania,
U.S.A.
he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
#5Consumer Comment
Thu, January 08, 2004
I am in the process of trying to get payment from authorized work over 6 months ago. I have left numerous messages on the CEO's voice line about 20 times so far telling him of the problems. Evidently, he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself. I have also left messages with the Account payable department directly. The customer service department people won't connect you to the A/P department, but it is extension 3020. Even though they don't return my calls either, I leave a message for them just about every day. Also, the Customer Service Manager, Eric, is at extension 3014. He only returned my first call to him in the beginning of November 2003. Since then, he is ignoring my calls I guess. About a month ago, they told me the check was in the mail and would take 7 to 10 business days. 24 days later, the mechanic still does not have it. They will put a tracer on it ! That will surely make my mechanic happy. A promise from a company that doesn't keep any promises. (I am going to file a complaint with the Ohio Attorney Generals office this week.)
Kenneth
Newtown,Pennsylvania,
U.S.A.
he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself
#6Consumer Comment
Thu, January 08, 2004
I am in the process of trying to get payment from authorized work over 6 months ago. I have left numerous messages on the CEO's voice line about 20 times so far telling him of the problems. Evidently, he has never instructed anyone to return my call, solve my problem, or taken any interest in it himself. I have also left messages with the Account payable department directly. The customer service department people won't connect you to the A/P department, but it is extension 3020. Even though they don't return my calls either, I leave a message for them just about every day. Also, the Customer Service Manager, Eric, is at extension 3014. He only returned my first call to him in the beginning of November 2003. Since then, he is ignoring my calls I guess. About a month ago, they told me the check was in the mail and would take 7 to 10 business days. 24 days later, the mechanic still does not have it. They will put a tracer on it ! That will surely make my mechanic happy. A promise from a company that doesn't keep any promises. (I am going to file a complaint with the Ohio Attorney Generals office this week.)
Steve
Tampa,Florida,
U.S.A.
The service advisor's is either ignorant or should be flipping burgers
#7Consumer Suggestion
Wed, December 31, 2003
First the dealership that told you the fuel pump was bad did this through what is referred to as "up sale" they had no business doing this in fact Platinum Warranty is totally within the terms of the contract to denied coverage for the fuel pump "it was not your original complaint" the dealership's know this type of behavior is frown on usually resulting in the claim being denied. The service advisor's is either ignorant or should be flipping burgers somewhere not writing service...s/he did you a disservice! Contact the California Department of Insurance they will guide you to the correct agency that resolves complaints should they find it has merit. Or your other alternative is to cancel the service contract use the refund to pay for repairs. PS: IF they dealership has an approval number from Platinum Warranty provide it to the DOI they will get you a check fairly quickly.
Vic
Vacaville,California,
U.S.A.
There is no end to this misery
#8Author of original report
Tue, December 23, 2003
Ok that employee must be new. She probably hasn't been through the how to screw them over class. To follow up where I last left you, I got a hold of a Platinum employee who said that I had to speak to the finance department. She transfers me; I leave a message. A day later another, then another the next, then another, etc. So I call back to customer service again who responds, oh, well they are busy, here let me look. REMEMBER THIS LINE FRIENDS: we have not received the closed work order from the shop and cannot process your claim until we do. My god man, not only had I sent it certified more times then I could count, not only had the dealership faxed it, mailed it, emailed it, etc, but there must be a thousand copies of my closed work order floating around platinum. I demanded that she stand by her fax machine and receive it. The outcome, she did. BUT WAIT, THERES MORE! There is no end to this misery folks. I wait a week, another, another. Finally I call, much easier now that I have the name of a real person who I believe knows my case. Oh, they forgot to send your check, oh, the VP hasn't signed it yet, oh, all outgoing mail doesn't go until Monday, so on and so forth. Finally, months and months, hours and hours, I get a whopping $705 back. Guess what? My heater core blows a hole clean threw it. I call Platinum and ask if it is covered. She affirms the coverage, but wants to know what I did to it. Ummm, a heater core is tucked behind the dashboard. It can't be messed with, altered, whatever they think I did to it. The shop charges me another $1000 for the heater core, replacement, anti-freeze, and radiator service. Of course Platinum will only cover the core and replacement, roughly $600. Today is the 22nd of December, 2003. This item was replaced in November. Guess what I was told Yesterday? we have not received the closed work order from the shop and cannot process your claim until we do. I am in no mood to comment on this but I will say that as I was hearing this, I had my Platinum file open, staring at a signed certified mail receipt, and a fax transmission confirmation that confirms Platinum has in their possession, my closed work order.
