Reviews
This profile includes reviews for Total Warranty Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 44 Customer Reviews
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Review fromSharon B
Date: 07/30/2023
Fair and Compassionate I recently contacted TWS to request a reimbursement for a covered car repair. Unknowingly, I was outside of the required time to make the request but was able to share the extenuating circumstances my family had been through to a higher-level manager. I am very grateful for the understanding and compassion shown to me and my family by that person. I did subtract a star for the interaction with the first-line supervisor who showed no understanding or compassion. She was cold and unmoved by all that I'd been through. As she spoke to me in a condescending tone, I remembered my years of management and customer service experience and was thankful that I'd had the opportunity to give others hope and a second chance. The shoe was on the other foot and I faced someone who thought themself to be a giant. Truly, I hope she never has to experience what my family has been through and needs the compassion of another. In short, her position was that the rules allowed her to deny my claim therefore she did because she could. Certainly, a reflection of inexperience and managerial immaturity. So thankful for the gentleman who listened and could see the entirety of the circumstances presented. Because of him, my overall experience was very good.
Total Warranty Services
Date: 08/11/2023
We thank you for the kind words on your overall experience. At TWS, we strive to ensure every customer has a positive interaction with our team. Please accept our apologies for the initial interaction. A supervisor will be reviewing the call and using it as a teachable moment for that employee and others. If you ever need anything else, please dont hesitate to contact us.
Kind regards,
Total Warranty ServicesReview fromBrenda S
Date: 07/14/2023
Terrible company. They will go through every avenue to deny your claim, even so far as to state that the mechanic at the dealership is lying about what the repair. We spoke with several different reps and with a manager. A completely frustrating experience. They talk over you, refuse to address valid points, and never call back when they are looking into the claim. Save your money. Youre going to need it to pay for *********** out of pocket.Total Warranty Services
Date: 07/21/2023
************** received a free engine-only Limited Warranty with the purchase of her 2018 Jeep Renegade. This warranty provides coverage for specifically listed items that are part of the engine assembly. The warranty requires that all repairs be authorized prior to completion, and that the administrator be allowed to examine the vehicle.
On 06/14/2023, we were contacted by ************* Dodge Jeep who requested authorization for replacement of the transmission. The transmission is not a covered item on this engine-only Warranty, therefore the claim was denied.
We then received a call from ********************************** on 07/12/2023, they informed us the vehicle needed a transmission clutch assembly and a flywheel. The transmission clutch assembly is not a covered item, however the flywheel is a listed engine component.
Due to repair costs, and differing diagnostic findings from the 2 dealerships, we informed ********************************** we would need to dispatch an independent 3rd party inspector to examine the vehicle prior to claim authorization. We were informed the repairs had already been completed.
The contract specifically states Not covered under warranty: D. Repairs, replacements, or alterations not authorized by the administrator, therefore this claim was denied.
However, as a customer service gesture, TWS will reimburse ************** $3,431.90 upon receipt of proof of payment and a copy of the finalized repair bill. This amount covers the cost of the flywheel and associated labor.
A claims supervisor will be in touch with ********************************** to obtain the needed documentation.Review fromMelissa B
Date: 07/13/2023
Their first mile wraparound warranty was sold to me with a used vehicle purchase that was for rideshare. They DO NOT cover it although it is not listed as excluded on their website pdf or service contract. False advertising.......Total Warranty Services
Date: 08/11/2023
On 07/13/2023,***************** called to inquire if vehicles used for LYFT and Uber services would be eligible for coverage. She stated she purchased this vehicle specifically to be used for this purpose.
We informed ***************** that this Platinum Powertrain-Wrap contract excludes commercial usage of any kind, and this would include being commercially used to carry passengers for hire.
In section III WHAT THIS SERVICE CONTRACT DOES NOT COVER, the contract states:
WE WILL NOT PAY BENEFITS.22. IF YOUR VEHICLE IS USED FOR COMMERCIAL PURPOSES INCLUDING BUT NOT LIMITED TO CARRY PASSENGERS FOR HIRE (TAXI LIMOUSINE OR SHUTTLE SERVICES).
***************** requested to cancel this contract, and our records show that a full price refund was issued.
Kind regards,
Total Warranty ServicesReview fromMike M
Date: 07/12/2023
Would give them a zero rating if I could.bought a used car a year ago that came with lifetime power train warranty..May 11 2023 ****** went out.dealership had to wait til there adjuster came to look at ******.ordered parts to repair it.couldnt get parts.dealership had a new ****** but they didnt want to pay for a new trannyinstead they buy a used ****** from somewhere.dealership finally gets it installed after 2 months..3 days later torque converter goes out.car is back at dealership now waiting on total warranty supplier to replace or repair ******.ask for a rental this time said they would pay $35 per day for 1 week.that I had to pay out of pocket and they would reimburse..after being patient those whole 2 months earlier without a vehicle I think this is very poor business like when dealership had part to fix it without such a long wait.now waiting for total warranty to decide.dealership still has ******.seems such an easy fix.but because they want to use salvage repair replacements Im having to suffer.if you ever have a choice to purchase an extended warranty from them..run as fast as you can in opposite direction.sorry for such a long review,,,,,suv is a 2020 Buick EnclaveTotal Warranty Services
Date: 07/18/2023
We apologize that Ms. ********** vehicle is experiencing issues again. We are extremely selective in which used part suppliers we partner with, and the vendor from whom this unit was sourced has an extremely low failure rate. The unit we provided was thoroughly inspected and had ****** less miles than Ms. ********** vehicle currently has. We were notified of the issue late in the day on Wednesday 07/12. Our vendor reached out to ******* at ******************* the following morning on 07/13, and again on 07/14 to get diagnostic information to determine the cause of the issue. They have not yet received a call back, so our vendor will make a 3rd attempt as soon as possible and will continue to follow up until we obtain the needed information. If its determined to be a failure of the part that was supplied, we will resolve the issue as quickly as possible.
A supervisor will reach out to ********************** tomorrow morning to discuss rental costs she has incurred.Kind regards,
Total Warranty ServicesReview fromwilliam s
Date: 07/11/2023
This company is a sham on their warranty they do not specify as to what standards the maintenance records are to be kept to wether its owners manual or industry it just says maintenance records so when you submit the records they get to determine if your car is repaired the warranty that they issue needs to be more concise and clear so you know what is expected as you can adhere to the warranty more closelyTotal Warranty Services
Date: 07/18/2023
******************** received a **************** Powertrain Warranty free-of-charge with the purchase of his 2013 Chevrolet Spark. To keep this coverage valid, the customer must maintain his vehicle according to the requirements listed in the Manufacturers Owners Manual. This is expressly stated on the front page of the Warranty in the Maintenance Requirements section. The exact verbiage of this second bullet point reads as follows: Your vehicle must receive all scheduled maintenance as recommended by the manufactures Owners Manual.
Upon reviewing the maintenance records that ******************** provided, it was determined that he is missing proof of 6 required services including 3 engine air filter services, 2 spark plug replacement services, and 1 cooling system service.
As the administrator of this warranty, we are bound to its terms and conditions. Unfortunately, without proof of these required services, we are unable to provide coverage.
Kind regards,
Total Warranty ServicesReview fromTony T
Date: 05/18/2023
Well I'll apologize up front incase this runs a bit long.. About a year and a half ago I purchased what to me is my first really nice car and when I did I went ahead and purchased the full platinum warranty package that the dealer offered. Well I never thought about it again till about a month ago and when I was getting my oil changed they noticed that three of my struts were leaking. The dealership( not the one i purchased yhe car from) explained that they would take care of the process if I would just bring in my paper work for the warranty. So this of course being my first experience with an after market warranty I was panicked and rushed home and looked up the reviews of my warranty company. And Well this was one of the first places I saw and I wasn't feeling that great about it at first. But as I read through the complaints I noticed that a lot if not all of the complaints were at no fault of the company ( i.e. customer purchased lower their plan, no maintenance records, ect.) Well long story short lol, the dealership submitted my claim and it was excepted and all taken care of within just a day of two. I waited longer on the parts to arrive then anything else in the whole process. Thank youTotal Warranty Services
Date: 05/19/2023
We just want to take a moment to thank you for the kind words. We strive to ensure we provide the best customer service we can for our contract holders, and we truly appreciate you taking the time to send in this positive review. We look forward to assisting you with any needs you may have in the future! Sincerely, TWS *****************Review fromBEAU P
Date: 05/08/2023
Don't waste your time. They will find anything to say the part is wear and tear item. Thank God the dealership gave me a discount. This company are crooks.Total Warranty Services
Date: 05/09/2023
****************** purchased a Gold ******************** Contract for his 2015 Audi Q5. While Gold Plus offers coverage for many costly components on the vehicle, it does not cover every component;parts must be specifically listed to be eligible for coverage. Unfortunately,the part needed, an engine oil separator, is not listed for coverage.
While we understand Mr. ******** frustration that there was not coverage for this repair, wed like to remind him that this contract does offer protection for many engine, transmission,steering, suspension, ABS system, air conditioning, and electrical components.
We look forward to the opportunity of providing coverage should a covered component fail on Mr. ******** vehicle in the future.
Kind regards,
Total Warranty ServicesTotal Warranty Services
Date: 05/09/2023
****************** purchased a Gold ******************** Contract for his 2015 Audi Q5. While Gold Plus offers coverage for many costly components on the vehicle, it does not cover every component;parts must be specifically listed to be eligible for coverage. Unfortunately,the part needed, an engine oil separator, is not listed for coverage.
While we understand Mr. ******** frustration that there was not coverage for this repair, wed like to remind him that this contract does offer protection for many engine, transmission,steering, suspension, ABS system, air conditioning, and electrical components.
We look forward to the opportunity of providing coverage should a covered component fail on Mr. ******** vehicle in the future.
Kind regards,
Total Warranty ServicesReview fromJason H
Date: 03/29/2023
This company is horrible. If zero stars was an option I would give it instead of one star. They will deny anything and everything they can. Depending on what you call about they say they only cover powertrain & electrical of which they will try their best to get out of paying for ***********. Biggest waste of money ever dont go with them, find another company.Total Warranty Services
Date: 03/31/2023
**************** has a Platinum level *************** Contract that provides coverage for nearly all mechanical and electrical components on the truck. However, this plan does exclude a limited number of specific components such as maintenance items, body items, and window glass. Excluded items can be found on page 4 of the contract, under the section titled What this *************** Contract Does not Cover. On 03/29/23, we received a claim for replacement of the rear window glass on Mr. ******* 2020 Chevrolet Silverado. Unfortunately, this is one of the few items that are excluded from coverage, therefore the claim was denied.
We look forward to the opportunity of providing benefit coverage should Mr. ******* vehicle experience a breakdown of one of the many mechanical and electrical components the contract covers.
Kind regards,
Total Warranty ServicesReview fromDerek J.
Date: 02/20/2023
Total Warranty Services is a joke. My wife’s BMW had a turbo go out and after they found a used turbo for $750 it went out the next day. I asked why they didn’t put a new one in and they said it cost too much. My complaint is that I have purchased the platinum package warranty for $3500 and yet I’m getting the worst coverage possible. Now the car needs another turbo and my car has been at BMW for a month waiting for Total Warranty Services to make another decision vs just fixing my car right the first time with good parts rather than junk yard parts. If I could leave a zero star rating I would. FYI don’t buy a warranty though these people.Review fromLance L
Date: 01/27/2023
I purchased an extended warranty from Total Warranty Services on 10/28/2020. On 01/04/2023 my vehicle broke down. I gave the dealership my information for my extended coverage. Long story short, they tell me my coverage expired 4 days before this. When I called Total Warranty I was informed that begins on Jan 1 on the year the car was originally made. Another words if you buy a previously owned car and add an extended warranty with Total Warranty your warranty start date starts on Jan 1 of the year you purchased the warranty even if you purchased it in December. They are stealing this time from customers . When I asked for help with this I was told its black and white and they would not make any exceptions. I guess this explains why they have a 1.3 out of 5 Better Business rating. This a perfect example of taking advantage of customers instead of trying to help them. I guess I should remember they are an insurance company and are only interested in their well being not the customer. This will eventually catch up to them. They want you to just shut up and give it. Ill guarantee them Ill never purchase a car with a Total Warranty coverage ever again. You got me this time, but yours is in the way. Total waste of time.Total Warranty Services
Date: 02/01/2023
The coverage ********************** purchased provides coverage through ******* miles or 01/01/2023, whichever comes first. The service contract period is defined on the front page of the *************** Contract and outlines this information.
We are glad we were able to assist with coverage for a breakdown that Mr. ********** vehicle experienced in April of 2022, but unfortunately we cannot assist with coverage for the radiator failure that occurred after contract expiration. As the administrator of this contract, we are bound to its terms and conditions.
Kind regards,
Total Warranty Services
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