ComplaintsforMr. Care Auto

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a truck in October, had 200k miles so bought the warranty. Put barely 2k miles on it, and the engine went, warranty didnt cover the full cost, never got a full contract from the sales guy but was told 3 years ***** miles. **** find out they have a limit of liability on the warranty so now I had to come out of pocket $2500 on top of having to replace brakes that were down to almost metal on metal and had ate the rotors, they cleaned the engine up and which made it hard to see all the leaks that were actually happening, had to replace transmission lines, oil cooler lines, said they fixed the oil pressure sensor which was a lie, had to replace that, had to replace both front axles and wheel bearings. And the list goes on and on. I have now only put **** miles on this truck and spent thousands of dollars on this truck, that was way over priced to begin with. When I brought the warranty limit to their attention they said Ive not run into that before, Ill get you in contact with our representative that was 2 months ago and havent heard a thing back. So now I have no warranty remaining for the 2.8 years remaining on the contract. They are selling vehicles and not disclosing major issues, and brakes were so bad they could have failed and caused serious injury

  Business response

  03/24/2023

  To whom it may concern regarding claim #********

  
  I am sorry for the delayed response as I have been working with my representative for Endurance warranty to see exactly what is going on here.  First of all, I want to say that I am sorry to hear that the customer is having trouble with their vehicle.  We do our best to make sure that the vehicles we sell are what they are suppose to be.  With that being said we understand that they are used vehicles and are being sold AS-IS to the customer, so that is why we offer warranties to purchase for their protection. 
  ************ could have also taken the vehicle to any mechanic of his choosing before purchasing the vehicle, like so many who buy from us do.  Purchasing this vehicle AS-IS with all faults means just that, he bought this vehicle from us knowing it is being sold AS-IS.  This is why we offer warranties to those who want them.  Purchasing a warranty is not required when buying a vehicle from us, but it is there as a option for our customers.

  
  In this case he purchased the vehicle AS-IS with all faults and also purchased a warranty from the company Endurance warranty.  ************ has signed both the AS-IS statement and the contract for the warranty stating that he had full knowledge of what he was signing. (I have attached both below for you to see). Unfortunately, in this case the limit of liability from Endurance is set at the trade in value of the vehicle at $8,225.00.  I do not know where they get their values from, this is only what they sent to me.  In the brochure that ************ was given at the time of purchase and the selling desktop informational that is on all of our desks for our customers, does state that there is a limit of liability on all contracts.  That limit is different on every vehicle and is determined by the warranty company.  ************ had every opportunity to ask us any questions he may have had before purchasing both the vehicle and the warranty.  ************ chose to buy the warranty and signed the contract below stating he understood completely what he was purchasing in full.

  
  On 2-15-23 the Limit of Liability was reached and after talking to our representative for endurance and looking through the notes on the claim for ************, it was suggested by endurance that he take his vehicle to a different repair facility that could do the work at a lower price or finance the difference.  He has every right to take his vehicle wherever he wants, but he has to understand that by taking it to a new car dealer, he is paying new car dealer prices.  He chose to take it to Champion Chevrolet and not take it to another repair facility to get the work done at a cheaper labor rate.  The first time we heard anything about him having any issues with his vehicle was after he had already had it at Champion Chevrolet to have the engine replaced.  If we would have known beforehand, we could have worked something out for him to do the work in our repair facility and saved him a lot of money.  

  
  The notes from Champion Chevrolet to the warranty company are as follows, 
  Found rod knock, does not appear to be completely blown at this time but is knocking really bad
  oil level? full
  condition? good
  leaks? none
  codes? none
  commercial use or mods? no
  no signs of impact damage, rust, or corrosion
  wear and time
  scb TEAR DOWN IS DONE  - DROPPED OIL PAN 
  ROD BEARING FAILURE TO THE #2 CYLINDER,  NO METAL IN PAN, NO SLUDGE

  
  They have stated that there were no leaks and no metal in the pan proving that this was not a pre-existing problem but rather a failure of the number 2-cylinder rod bearing.  This is why we sell warranties, because there is no way of predicting this.  ************ paid $2381.00 for the warranty and the warranty paid out $8225.00. I would say that was a great investment and the customer should be thankful that he purchased the warranty.  In this case if he would have taken it to another repair facility, he could have gotten the same work done and without any money out of pocket.  He chose to take it to the new car dealer and that decision was his to make but he is ultimately responsible for any out of pocket expenses.
  The bright side here is that he does still have a warranty on the remanufactured engine that was just installed by the repair facility.

  
  I am sorry ************ feels the way he does, but we have been in business for almost 40 years, and we make it a priority to take care of our customers.  Do we make mistakes, yes, but we also do our best to make sure every customer is taken care of.  We did not know or hear anything from the customer about any issues he was having with the vehicle.  If he was having issues with his vehicle, he should have reached back out to us and we would have done what we could to help, but he did not.  We do not feel this is our responsibility to pay for a decision he made to take his vehicle to a new car dealer.  
  

  
  

  Customer response

  03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They are very deceptive in there sales of the warranty, As you can see from the paper work they provided there is nothing in there that says anything about a limit of liability. as for the brochure it also does not state anything about a limit of liability, it says there are maximum reimbursements on all services... under the trip reimbursement, road side service, rental and towing. I was under the assumption that the paperwork they have attached was the agreement. Also when I first bought the truck they were supposed to fix he oil sensor, and a/c issue, they did not, I brought it back to them and had to use the warranty to fix my A/C coil leak. and the oil sensor I replaced 2 days after I bought the truck. I did not trust that they would fix the catastrophic failure of my engine properly that is why I went to a GM dealership to make sure it was done correctly, and this is where I found out that the warranty has a cap, and I no longer have a warranty after this repair. They would not have saved me enough money to still have any amount of money left on this warranty, when I know for a fact they cannot get a engine for less then what the warranty company would pay out. Unless they put a used engine in it, and we would just be back to needing a new one again in a year. I know the truck was as-is, and I have learned my ****** as to not trust the mechanic on site at the dealership selling the vehicle. They also brought up the inspection of the engine from the dealership that replaced my engine saying there was no metal or sludge so that proves it was just a failure and not something they would have known about.... they could have put a thicker oil in the truck when they had it and it quieted it down, would explain why there was no material in the pan and why it I didn't hear anything until I did a oil change and put the correct oil in it. I'm not arguing the fact the truck was as-is, I'm arguing the fact that it should have been disclosed that there is a limit of liability on the warranty, I would not have bought the truck or the warranty if that was brought to my attention, I was told it was like the warranty on my 2021 car but there was a list of stuff it covered, and was given that brochure, and it would cover any of that for 36 months or ***** miles, when it in reality covers 1 major issue if that. I get that they think I made a good investment and I should be okay with the fact that the warranty covered a good portion of the repair, I am happy they covered most of it, however I am not happy with the fact that now I have no coverage, and I have already dumped $5000 on top of the $16000 I pad them for the truck, and there are many more things that would have been covered by the warranty that could go wrong with this truck in the next 30 months I had left on this warranty, that I will now have to take on fully. 
  
  Regards,
  
  ************************;
  

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