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US Warranty Responds

U.S. Warranty • Consumer Complaints • Company Response

Eileen writes (3/17/05):
I am the Director of Operations for United States Warranty Corp, a company I have always been proud to represent due to its unwavering belief that a policyholder is entitled to 110% consideration under all circumstances. We have been in business for 30 years and our files include hundreds of letters from satisfied consumers.

I do not understand, then, how, on the basis of a single - unresearched - complaint, you feel entitled to place our name under the heading "Rogue's Gallery."

Ms. Freeman purchased a Used VW and with it, Used Car coverage. It is extensive but not bumper to bumper --- no Used Car coverage is. In this instance we authorized and paid a $532 claim on the Compressor clutch since the contract specifically covers the failed part. However, we also denied 2 cooling fan motors as non-covered parts under the terms of the policy.

Ms. Freeman was unhappy with the adjustment of her claim and called our office to ask for an explanation. When an adjustor attempted to explain the terms of her coverage, she hung up without comment. Later that day, she called for cancellation procedures. She was refunded all but $175 of her original premium based on time and miles used.

I strongly believe that a claim decision, based solely and entirely on contractually limited coverage does not justify your seemingly cavalier decision to file a complaint - any complaint - under such a perjorative heading as "Rogue's Gallery."

I also believe that consumers do need both protection and a forum but fairness should not be a unilateral benefit. You have unfairly branded a group of people who work each and every day to "get it right."

Respectfully,

Eileen Gray
United States Warranty Corp.

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